Background:
In some situations where the homeowner’s payments are due before the system is operational, EB has implemented a pause payment plan. In these cases, the customer’s payments will be paused until their system is operational:
Dear customer,
As you may recall, EverBright is the financing company for the solar system being installed at your home. We have been following the progress of your system installation by [org] and are aware of significant 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 installation 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 ensure a better experience going forward, we will be pausing your billing, interest, and payments until your system is operational.
Your billing is automatically being paused and no payments will be due until after your system is operational. Your monthly payment amount and total number of payments will remain unchanged. However, if you do not want us to pause your payments, please contact us at 877-425-5201, option 1 to let us know.
We share in your disappointment with how long it is taking to complete the installation of your solar system. One of our trusted installers will be reaching out to provide assistance with the installation process as we are fully committed to getting your system operational. If you have any questions, please contact us at 877-425-5201, option 3 or support@myeverbright.com.
Stay sunny,
EverBright
FAQ’s
Have their ACH payments been stopped?
We have coordinated with our accounting team, and they have stopped all ACH payments on your account.
What about late fees/collections?
Account Servicing has stopped all collections and late fees on these accounts as of [date notification sent]
Why did they have a payment deducted?
It’s possible the withdrawal pre-dated the communication, however subsequent payments will be paused until they reach PTO
When will their billing restart?
After they reach PTO (system operational)
When will my system be operational?
We have been in communication with your installer regarding the delay and we are working on getting this resolved.
I have been making payments. What happens to those?
Any payments made were applied to your account per the terms of your contract.
EBH Ticket Handling
Homeowner Ticket
Summary: Organization Name – [Homeowner Name]
Description: Homeowner Name and Job Address – and summary of their concern
Request Type: PTO/M3 Delay
Reporter: Anonymous (for inbound calls) or Homeowner’s email address (if follow-up communication is needed)
Organization: Installer name
Internal Comment: Homeowner’s Phone number and Email address (inbound calls only)
Inbound Calls
If homeowner calls in from Renewable Resources the “Communication to Homeowner about Installer Covering Payments”, refer to the Excel sheet Homeowner Paused Payments.xlsx and make sure that they are indeed on the list. Complete all necessary fields on the Excel sheet and 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. We are pausing your monthly payments until your system is operational. This is effective as of [date of notification]. We have already coordinated with our accounting team on this so that you will not be drafted any further.
In regard to getting your system operational, we have been in communication with [org] regarding the delay and we are working on getting this resolved. We are looking forward to getting you an operational system. We will notify you of the date your payments will restart after your system is installed and operational.