When and How to escalate Installer Complaints

Background: We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/e-mails and/or other variant complaints such as being rude.

Homeowner Complaints regarding Delays in PTO, Missing Equipment Prior to M2 approval, or other PTO-related issues (Pre M3 approval) do NOT need a Salesforce Case. Follow the steps below:

Empathize with the customer and gather all concerns
Provide the homeowner with the escalated contacts name
Assure the homeowner we will reach out to the installer as well
Email the installer and cc the homeowner.

Examples include, but are not limited to:

The solar system is not connected (post M3 related issues)
The system is missing a piece of equipment.
Indication of damage to the home or system

The customer states that the installer was rude (yelling, inappropriate language, etc.)
Allegations of vulgar activities at customer’s property

Installer Complaint Escalations:

	Action

	Action
1	Empathize with the customer’s concern and gather all information regarding the complaint
2	Is the homeowner a Beam Customer?	If YES: Follow the procedure for Beam Customers If NO: Proceed to Step 3
3	Provide the homeowner with the name and phone number of their installer either over the phone or via email (if an email interaction)
4	Assure the homeowner that we will also reach out to the installer and then follow up with them once we have an update.
5	Create a homeowner Case in Salesforce	Primary Reason: Installer Complaints Secondary Reason: Select the most appropriate option based on the complaint type Provide a detailed description of the issue, including a summary of the complaint Upload any supporting documentation to the case
6	Email the installer to advise them of the homeowner’s concerns and request they contact the homeowner by phone	If PTO delays or unresponsive installer Use the quick reply - “Unresponsive Install“ For all other complaints, provide The homeowner’s name, address, and phone number A detailed description of the issue
7	Confirm that the case is Related to the Installer and the Homeowner	(Click here to see how to relate)
8	Leave a note on the case feed that the initial outreach to the installer has been made
9	Reassign the case to the back-office queue	(Click here to see how to reassign)

Back Office Team Procedure:

	Action

	Action
1	Self assign the case
2	Confirm the case and all interactions related to the case is properly related to the installer and the homeowner.
3	Is this a Beam Customer?	If YES: Generate a task reminder in Salesforce to email the customer back after 1 week to follow up with an email to the homeowner Use the “Unresponsive Beam HO” quick reply If the homeowner is unresponsive Close the Case and STOP If Homeowner request a follow up Set additional 1 week task reminder to follow up with the homeowner Follow up with (risk@greentechrenewables.com) to get an update on the case If NO: Proceed to step 4
4	Set a task reminder to call the installer 2 days after the original date of complaint if the installer has not made contact with the homeowner.
5	Has the installer made contact within 2 days and is the homeowner satisfied?	If YES Thank the homeowner and close both (Email and related Case) by using the quick reply “Install-Complnt Done” Close the case and STOP If NO Call the installer escalation number directly
6	Was contact made with the installer?	If YES Provide them with a description of the complaint and request that they call the homeowner to resolve their concerns. If NO Leave a detailed voicemail with a description of the complaint and the homeowner’s contact information and request that they call the homeowner to resolve their concerns
7	Set a task reminder for 2 days after the date of the call with a reminder to create a case assignment for Sales if the installer has not made contact with the homeowner.
8	Has the installer made contact within 2 days and is the homeowner satisfied?	If YES Thank the homeowner and close both (Email and related Case) by using the quick reply “Install-Complnt Done” Close the case and STOP If NO Proceed to step 9
9	Create a Case Assignment for the existing case Referral Comment Template: The installer has been unresponsive in our outreach attempts to resolve the homeowners concern of ______. We would like your assistance in receiving a response or update from the installer regarding: Do they have recent communications with the homeowner? What does that look like? Have they addressed or contacted the homeowner about this specific concern? If not, why? If so, what updates can they provide How do they plan to make this right for the homeowner? Or if they do not feel they need to, can they provide details on why along with any documentation? (Insert any other specific homeowner related concern question) (If misrepresentation or fraud related) How did the sale occur (in person, remote, phone)? Who did the sales rep speak with? Do they have any documentation on this? How did they review the proposal or savings with the customer? What language was the sale in? How did the signature occur (homeowner's device or rep's device)? Thank you, (Agent name)
10	Follow up with the homeowner via email every 5 days at minimum until resolution to assure them we are still working on their case and check to see if the installer has contacted them directly.
11	If the AM has not responded to the case assignment after 5 days, tag @Cassandra Mercado in the case feed
12	Once resolved, close the case and notify the homeowner

Procedure For Concert/Beam Customers:

	Action

	Action
1	Send an email to Risk@greentechrenewables.com instead of the actual Installer
2	Assure the customer that we will follow up once we have an update.
3	Create a homeowner Case in Salesforce
4	Leave a note on the case feed that the initial outreach to Greentech has been made
5	Unassign yourself from the case and reassign it to the back-office queue