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Background: There may be instances where a homeowner’s concern requires escalation to EverBright’s Compliance team.
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If you need to follow up on a Case Assignment that is being handled by the Compliance department, you can tag the following people in the chatter for a quick response:
Elizabeth McGinley & Ayoub Ziani
If there’s still no reply within 48 hours tag Cassandra Mercado to follow up with them
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Process Overview
STEP | ACTION |
1 |
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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.
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If no, go to Step 2
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
If Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM
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
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EXAMPLES
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QUALIFIERS |
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Violation of an agreement
Nonregistered and/or unlicensed company
Unauthorized activities or actions
Customer privacy
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STEP
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ACTION
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1
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Notify Legal via Email:
Recipients: Madeline.Rice@NexteraEnergy.com, Jillian.Wheatley@GoEverBright.com, Cassandra.Mercado@GoEverBright.com
Email Subject: Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer]
Complete and include the internal notice Legal form
Download and attach documents referenced in the internal form (e.g., customer’s contract, change orders, signed documents, etc.)
“TYPE” Selection: ATTORNEY DEMAND, AG (Attorney General) COMPLAINT, LITIGATION, LEGAL QUESTION, ESCALATED CUSTOMER
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*Customer Name:
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[TEXT]
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*State:
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[TEXT]
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Utility:
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[TEXT]
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Name of spouse / child / other complainant (If applicable):
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[TEXT]
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Project Address:
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[TEXT]
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*Demand (What are they asking for?):
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☐ 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:______________________________________________
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*Contract Type:
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☐ PPA
☐ Lease
☐ RIC 1.0
☐ RIC 2.0
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*Installer Name:
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[TEXT]
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Contract Price:
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[TEXT]
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Contract Signed Date:
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[TEXT]
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Project Type:
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[TEXT]
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*Project Stage:
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[TEXT]
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PV Install Date:
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☐ [DATE]
☐ N/A
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PTO Date:
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☐ [DATE]
☐ N/A
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Status of Financing:
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[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.):
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