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Process_Overview
Process_Overview
Handled By: Customer Support Supervisors andLeadResolution Specialists

Background: There may be instances where a homeowner involves legal parties, or a matter requires escalation to EverBright’s Legal team.

Process Overview

STEP

ACTION

1

  • Did the customer threaten/allege to file a lawsuit or obtain an attorney?

    • If yes:

      • Advise:

        • We’re happy to discuss this with your attorney if you would like, but I believe we can work through this together if you’ll allow me the opportunity to earn your confidence.

      • Follow appropriate process(es) and Stop

    • If no, go to Step 2

Note

DO NOT request the name of an attorney if the customer has NOT provided a name or contact.

2

  • Determine if the matter qualifies for escalation to Legal

    • If yes:

      • Advise:

        • EverBright’s Legal team will work directly with the customer’s attorney

        • All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney

        • Only if Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM

      • Send an internal notification to our Legal team

      • Notify Account Servicing that the customer has obtained legal counsel and to cease all customer communication

      • Input a note in the milestone feed within the customer’s job in Engine indicating that Legal has been involved

      • Stop

    • If no, follow appropriate process(es) and Stop

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_Qualifiers_to_Escalate
_Qualifiers_to_Escalate
Qualifiers to Escalate to Legal

QUALIFIERS

  • A lawsuit has been filed.

  • A customer/customer’s attorney is contacting EverBright to obtain Legal’s information.

  • The Attorney General of the customer’s state notifies EverBright of a filed complaint.

  • The potential exposure involves $10,000 in cash payments or the value of products/labor provided.

  • EverBright receives a UCC Lien Notice.

Info

Note: A customer threatening to hire an attorney, threatening to file a lawsuit, or alleging that they have an attorney are not qualifiers to escalate to Legal. The customer must explicitly state they have performed one of these actions in order to escalate the matter to Legal.

→ BACK TO PROCESS OVERIEW

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_Sending_an_Internal
_Sending_an_Internal
Sending an Internal Notice to Our Legal Team

Description: Copy and paste the internal notice Legal forminto the description and complete all the required fields. Attachment: Download and attach documents referenced in the internal form

STEP

ACTION

1
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  • Project Type: Everbright Legal (LEG)

  • Summary: Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer] (See Chart labeled “Naming Convention” Below)

    • “TYPE” Selection: ATTORNEY DEMAND, AG (Attorney General) COMPLAINT, LITIGATION, LEGAL QUESTION, ESCALATED CUSTOMER

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  • Points of Contact: The points of contact should be the Resolution Specialist that opened the ticket and Cassandra Mercado.

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  • Group Submitting Request: Select ‘Operations/COO’

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Fill in:

  • Customer Request Type

  • Case Description

    • Detailed information regarding the case

2

  • From the related tab on the case, download and attach any required documents (e.g., customer’s contract, change orders, signed documents, etc.)

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  • Start Date and Due Date: The start date should be the date the ticket is being submitted. The due date should be set to 5 business days from the start date, unless the legal document lists a specific timeframe.

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  • Legal Request Type: The legal request type should be ‘Complaint Escalation to Legal’.

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  • Once complete, click the ‘Create’ button to submit the ticket.

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  • Stop

...

*Customer Name:

[TEXT]

*State:

[TEXT]

Utility:

[TEXT]

Name of spouse / child / other complainant (If applicable):

[TEXT]

Project Address:

[TEXT]

*Demand (What are they asking for?):

☐ Monetary compensation (other than FULL tax credit amount) in the amount of $____________

☐ Monetary compensation – full tax credit amount of $____________

☐ Contract cancellation – keeping the System

☐ Contract cancellation – removing the System

☐ Waiver of balance in the amount of $____________– keeping the System

☐ Waiver of balance in the amount of $____________ – removing the System

☐ Additional panels – Qty: N/A

☐ Battery – Qty: N/A

☐ Removal & reinstallation (re-roofing / roof repair)

☐ Paying third-party contractor invoice

☐ Other:______________________________________________

*Contract Type:

☐ PPA

☐ Lease

☐ RIC 1.0

☐ RIC 2.0

*Installer Name:

[TEXT]

Contract Price:

[TEXT]

Contract Signed Date:

[TEXT]

Project Type:

[TEXT]

*Project Stage:

[TEXT]

PV Install Date:

☐ [DATE]

☐ N/A

PTO Date:

☐ [DATE]

☐ N/A

Status of Financing:

[TEXT]

*Summary (Include discussions or involvement of other third parties, the person that notified us of the complaint, the customer review / company reputation aspect, etc.):

 

 

 

 

 

 

Back to Process

3

  • Referral Reason (choose one)

    • Attorney Demand

    • Attorney General Complaint Litigation

    • General Legal Questions

    • Conservatorship

  • Referral Comments:

    • Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer] (see naming convention below)

  • Select New Legal Form

    • Complete all the required fields.

Naming Convention

Request Type

Subcategories

Naming Convention

Examples

Legal Escalations

☼ Attorney Demands
☼ Regulatory - Consumer
☼ Litigation
☼ Arbitration
☼ Deceased Customer
☼ Information Request

Legal Escalation: Attorney Demand - Customer Last / Customer State – Installer Name
Legal Escalation: AG Complaint No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Litigation [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Arbitration [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Deceased Customer - Customer Last / Customer State – Installer Name
Legal Escalation: Subpoena No. ##### - Customer Last / Customer State – Installer Name

Legal Escalation: Attorney Demand - Smith / CA - Infinity
Legal Escalation: AG Complaint No. 24-00184 - Smith / TX - Infinity
Legal Escalation: Litigation - Case No. 24C0045-202 - Smith / TX - Our World Energy
Legal Escalation: Arbitration - AAA Case No. 12345 - Smith / SC - Complete Solar
Legal Escalation: Deceased Customer - Smith / GA - ASA
Legal Escalation: Subpoena - No. 144490 - Smith / UT - Shield Energy

Customer Releases

☼ Customer satisfaction letters (low remediation value)
☼ General releases (mid-sized)

Customer Release: [RIC/TPO] - Customer Last / Customer State – Installer Name

Customer Release: RIC - Doe / CO - Shield Energy

Document Requests

☼ Requests to draft or create a document
☼ Template prep
☼ Inquiries as to whether a document is needed and/or which document is needed

Document Request: New Agreement Type - Commercial / Short Description
Document Request: Revised Agreement Type - Commercial / Short Description
Document Request: New Agreement Type - Consumer / Short Description
Document Request: Revised Agreement Type - Consumer / Short Description

Document Request: New MISA Addendum - Commercial / Lead Gen Program
Document Request: Revised MISA Addendum - Commercial / Direct Pay
Document Request: New PPA Addendum - Consumer / Roof Waiver
Document Request: Revised PPA - Consumer / ACH Language

Legal Questions

☼ Regulatory questions
☼ Licensing questions
☼ Research requests
☼ Marketing / sales strategy compliance questions
☼ Questions about what we can/cannot do under PPAs/leases/RICs, etc.

Legal Question: Regulatory - [State/All States/Federal] / Short Description
Legal Question: Strategy - [State/All States/Federal] / Short Description
Legal Question: Interpretation - [Legislation/Contract/Language] / Short Description
Legal Question: Business Practice - Short Description

Legal Question: Regulatory - All States & Federal / Contractor Partial Pay
Legal Question: Strategy - NV / Compliance with S.B. 293
Legal Question: Interpretation - Legislation / NV S.B. 293
Legal Question: Business Practice - Copies of Cancelled Contracts to Customers

Administrative Requests

☼ Diligence requests
☼ Document pulls
☼ Anything that's mostly administrative in nature

*In progress

 

Legal Reviews

☼ Requests to review marketing materials (scripts, blogs, claims, website content, proposals, email templates)
☼ Requests to review Installer or employee training materials
☼ Internal policies and procedures
☼ Contract requests to review a counterparty's redlines of first-party paper OR requests to review counterparty's contract
☼ Interconnection Agreements

Legal Review: Marketing - [Landing Page/Blog/Slide Deck/Web Content/Ad Copy/SM Post/Script/Email] / Short Description
Legal Review: Training - [Slide Deck/Script/Collateral] / Short Description
Legal Review: [Policy/SOP/Process] - Short Description
Legal Review: Contract - Contract Type / Counterparty Name
Legal Review: Interconnection Agreement (ID#) - Utility Name / State - Installer(s)
Legal Review: Audit Response - Agency Name / State

Legal Review: Marketing - Email / Pending PTO
Legal Review: Training - Slide Deck / Installer Intro to Solar
Legal Review: Policy - Consumer Leasing Act (CLA)
Legal Review: Contract - Services Agreement / SFDC, Inc.
Legal Review: Interconnection Agreement (IA171756) - Xcel Energy / CO
Legal Review: Audit Response - Attorney General Office of Consumer Credit / CO

Litigation

☼ Anything that comes in through service of process
☼ UCC / lien-related matters
☼ Consumer litigation ("Type" is Litigation, "Category" is Consumer)
☼ Commercial lit
☼ L&E
☼ Really any litigation

*See Legal Escalation section.