Content Comparison

1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

and proceed to Step 2

2

• Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

M3 has been approved

Go to Step 3

M3 has NOT been approved

Go to Step 4

3

• Using the following table for scripting or response based on contact method:

• Phone call or chat

Home Sale/Transfer & Refinance/UCC Filing/PUC Filing:

1. Follow process for Transferring calls to Launch/Account Servicing and Stop

• Email

Home Sale/Transfer & Refinance/UCC Filing/PUC Filing:

4

• Using the following table for scripting or response based on transaction request:

Home Sale/Transfer

Refinance/UCC Filing/PUC Filing

M1

Homeowner can email EverBright to cancel their job. Follow process for How to Handle Contract Cancellation Requests.

1. Create a Case

   • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

2. Request type

   • System Transfer - Refinance

3. Ensure to have all the following information:

   • Homeowner name

   • Full property address

   • Phone number

   • Email address

4. Change the case owner to Nehemiah @ EverBright

5. Enter disposition notations with billing disposition notations and Stop.

M2 or M3

1. Ask the customer, “Do you have panels installed?”

2. Refer customer to their installer: “Since your system has not been activated, you would need to speak with your installer. Let them know that you are selling your home and give them your estimated closing date.”

3. Enter disposition notations with billing disposition notations and Stop.

General Information/Inquiry

• A UCC lien is a lien that is placed on the solar system, not the home itself.

• When a homeowner wants to refinance their home, they need to have the lien removed.

• Lien removal requests can only be processed if they come from the homeowner or the title company.

• A UCC lien is also referred to as a ‘subordination’ or ‘fixture filing’ which is a UCC filing that is recorded in the real property records, which then turns the security interest into a lien against the actual property where the fixture is located.

• EverBright files the UCC lien after M2 completion.

• Homeowners should never be billed for the UCC filing fee. Lien Solutions (a ‘contracted entity under EverBright/Launch’) files all of the UCC filings with the state and local agencies on EverBright’s behalf.

UCC Lien Removal Fee Requests

• In the event that Account Servicing or the homeowner makes an inquiry about waiving UCC Fees:

Hello,

We are not able to waive the $350 fee associated with the removal of the UCC lien due to the county and processor charging a fee for administering UCC liens.

Thank you,

[Agent Name]

UCC Filing Fee solicitation

• If a homeowner receives a bill regarding the UCC fee and registration, it is most likely a third-party solicitation and should be marked as such.

• If it is not marked, follow the steps below:

1. Ask the homeowner to send a photo of the letter to support@myeverbright.com.

2. The agent will review the ticket with the Nehemiah @ EverBright or Eric Suarez to determine if further action is necessary. If determined to be a solicitation, reply to the homeowner:

Hello (homeowner name),

As indicated in the document, this is a third-party solicitation. You are not required to use their services and may disregard this notice.

Regards,
(agent name) 

Example of a UCC fee request: