Background:
Orgs that have been slow to get customers to PTO will now be responsible for making the customer’s payments until their system is operational. Communications went out to ~160 affected homeowners on Friday March 3rd Refer to the Excel sheet Installer Payment Arrangements.xlsx and make sure that they are indeed on the list. Below is a copy of the email that went out to homeowners receive:
Dear Customer,
As you may recall, EverBright is the financing company for the solar system being installed on your home. We have been following the progress of your system installation by your installer and are aware of delays in getting your system operational.
Per your EverBright agreement, billing for your system is scheduled to begin 60 days after installation. Unfortunately, due to the delays, your monthly payments have now become due before your system is operational. We understand that this is frustrating, and this is not the experience we want for our customers. To improve your experience, we have coordinated with your installer to have them cover your monthly payments until your system is operational. This installer payment will automatically be applied to your account, and no payments from you will be due until after your system is operational.
We understand that there are some circumstances that are out of the control of your installer, and we both share in the disappointment with how long it is taking to complete the installation of your solar system. EverBright and your installer are fully committed to getting your system operational as soon as possible. If you have any questions, please contact us at 877-425-5201, option 3 or support@myeverbright.com.
Stay sunny,
EverBright
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Organization
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Date Notifications Sent
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Sol Nova
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03/03/2023
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Small Town Solar
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03/03/2023
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Green Light Solar
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Support may receive calls/emails from these customers regarding the letters.
FAQ’s
Have their ACH payments been stopped?
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Account Servicing has stopped all collections and late fees on these accounts as of [date notification sent from table above]
Who is making their payment?
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Any payments made were applied to your account per the terms of your contract.
When was the email notification sent out?
Check the spreadsheet and check under “Date of Letter”.
EBH Ticket Handling
Homeowner Ticket
Summary: Organization Name – [Homeowner Name]
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*For issues related to lack of communication from Sol Nova to the homeowner, please send these concerns to Sol Nova and copy the EB account manager.
Inbound Calls
If homeowner calls in from Sol Nova or Small Town Solar regarding the “Communication to Homeowner about Installer Covering Payments”, refer to the Excel sheet PTO Delays SmallTown SolNova.csv or [Green Light Solar Insert Here] Installer Payment Arrangements.xlsx and make sure that they are indeed on the list. Complete all necessary fields on the Excel sheet and refer Refer to the FAQ’s above to answer any of their questions. Notate all relevant information as an internal comment and close ticket.
Email Response
Thank you for contacting us regarding your concerns. Moving forward, we have coordinated with your installer to have them cover your monthly payments until your system is operational. This installer payment will automatically be applied to your account, and no payments from you will be due until after your system is operational. This is effective as of [date of notification from above]. However, until your solar is operational, [org] will be covering the payments. We have already coordinated with our accounting team on this so that you will not be drafted any further.
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