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. Below is a copy of the email that 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
Support may receive calls/emails from these customers regarding the letters.
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]
Who is making their payment?
Their installer has agreed to cover their payment until they reach PTO
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
Will they still receive a bill?
Yes, you will still receive a bill but should ignore it. An invoice has to be issued so that a payment from your installer can be applied against it.
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)
*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 regarding the “Communication to Homeowner about Installer Covering Payments”, refer to the Excel sheet Installer Payment Arrangements.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. 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.
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 in conjunction with your installer, [org]. We will notify you of the date your payments will restart after your system is installed and operational.