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.

Examples include, but are not limited to:

The solar system is not connected (PTO-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:

Step

Action

1

Create a Case on the Homeowner Contact record in Salesforce

Request Type: Installer Complaints

Subtype: Select the most appropriate option based on the complaint type

Provide a detailed description of the issue

2

Confirm that the case is Related to the Installer and the Homeowner

(Click here to see how to relate)

3

Reassign the case to the back-office queue (If request comes in from chat/phone)

(Click here to see how to reassign)

Back Office Team Procedure:

Step	Action
1	Email the installer to advise of the homeowner’s concerns and advise the installer to contact the homeowner by phone If PTO delays or unresponsive installer; you can use the Quick Reply named as “Unresponsive Install“ For all other complaints provide a detailed description of the issue	Include homeowner name, address and phone number
2	Add the Homeowner’s Email Address in the “CC” Field
3	If the installer made contact and the Homeowner is satisfied, thank the homeowner and close both (Email and related Case) by using the quick reply named as “Install-Complnt Done”	Make sure to include the proper case closure comments prior closing the case
If the Homeowner has not heard from the installer in 2 days:
1	Create a Case Assignment for the existing case Assign to Sales Referral Reason: Unresponsive Installer Referral Comments: See Template	Referral Comment Template: Hello, 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: What are their recent communications with the homeowner? What does that look like? Have they addressed or contacted the homeowner about this specific concern previously? If not, what is their timeline? If so, what updates can they provide? How do they plan to make this right for the homeowner? Or if they don’t, can they provide details on why along with any documentation/proof? (Any other questions specific to the homeowners concern) (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 (homeowners device or reps device)? Thank you, (Agent name)
2	Work the case and close when complete

Back Office procedure For Concert/Beam Customers:

Step	Action
1	If this is for a Concert/Beam Customer; Send the email to Risk@greentechrenewables.com instead of the actual Installer If PTO delays or unresponsive installer; you can use the Quick Reply named as “Unresponsive Beam“ For all other complaints provide a detailed description of the issue	DO NOT add the Homeowner in the “CC” Field for Concert/Beam Customers
2	Once we send the email to Green Tech Renewables; Create a Commitment Email in CXone to let the Homeowner know that we are currently working on obtaining updates by using the quick reply named as “Unresponsive Beam HO”	We must generate a commitment Emsail with the Homeowner 1 week after initial Email If Homeowner is unresponsive; Close Case If Homeowner request a follow up set additional 1 week commitment and follow up with (risk@greentechrenewables.com)