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Background

To assist homeowners with PTO delays, Everbright implemented two payment arrangement policies.

Paused Payments - In some situations where the homeowner’s payments are due before the system is operational, EB has implemented a pause payment plan.

Installer Payment Arrangements - 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.


Objective


To close PTO Tickets for the organizations listed below.

Organization

Date Notifications Sent

Action

Sol Nova

03/03/2023

Installer Payment Arrangements

Small Town Solar

03/03/2023

Installer Payment Arrangements

Green Light Solar

03/09/2023

Installer Payment Arrangements

Renewable Resources

03/03/2023

Paused Payments

Shield (M3)

02/13/2023

Paused Payments

American Solar Advantage Inc.

03/15/2023

Installer Payment Arrangements

Bright Planet Solar, Inc.

03/15/2023

Installer Payment Arrangements

Complete Solar, Inc.

03/15/2023

Installer Payment Arrangements

Divine Power USA

03/15/2023

Installer Payment Arrangements

Generation Solar LLC

03/15/2023

Installer Payment Arrangements

Skyline Solar, LLC

03/15/2023

Installer Payment Arrangements

South Plains Solar, LLC

03/15/2023

Installer Payment Arrangements

Cyberdyne Construction, LLC

3/17/23

Installer Payment Arrangements

Lifetime Power, LLC

3/17/23

Installer Payment Arrangements

Skyline Energy Savers, Inc

3/17/23

Installer Payment Arrangements

BEST Solar , LLC

3/27/23

Pause Payments

PEG Enterprises PEG Energy, LLC

3/27/23

Pause Payments

Empower Solar Inc

3/27/23

Installer Payment Arrangements

Harness Building Solutions (M3)

3/30/23

Pause Payments

Procedure

  1. Navigate to the PTO Clean Up .xlsx. Agents have been pre-assigned tickets to close based on the Org.

  2. Click on the link to the ticket and reassign it and any linked ticket to yourself.

  3. Confirm the Organization

  4. Follow the procedure below for replying and closing ticket

  5. Fill out the required fields in the spreadsheet

Closing the Homeowner PTO Ticket

Reporter: Homeowner’s email address

Note the Org, date the notification was sent and action to take from the table above. Reply to the homeowner with the response corresponding to the action for the Org:

Installer Payment Arrangements

Dear [Homeowner Name],

As you may recall, EverBright is the financing company for the solar system being installed on your home. We sent out an email notification on [MM/DD/YYYY] to inform you that we have coordinated with your installer [Organization] 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 are closing this ticket as EverBright and your installer are fully committed to getting your system operational as soon as possible. If you have any other questions, please contact us at 877-425-5201, option 3, or support@myeverbright.com.

Regards,

[Agent’s Name]

Paused Payments

Dear [Homeowner Name],

As you may recall, EverBright is the financing company for the solar system being installed on your home. We sent out an email notification on [MM/DD/YYYY] to inform you that 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 are closing this ticket as a representative 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 other questions, please contact us at 877-425-5201, option 3, or support@myeverbright.com.

Regards,

[Agent’s Name]

Ticket Handling

Resolution: Done

Resolution Type: PTO Delay

For linked tickets to the installer:

  • Update the reporter to anonymous

  • Leave an internal comment:

    • Closing this ticket as resolved; homeowner has been notified of resolution

  • Close the ticket

Resolution Type: PTO Delay

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