1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

and proceed to Step 2

2

• Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

M3 has been approved

Go to Step 3

M3 has NOT been approved

Go to Step 4

3

• Using the following table for scripting or response based on contact method:

• Phone call or chat

Home Sale/Transfer & Refinance/UCC Filing:

1. Fill out Customer Support Home Sale+Refinance Tracker with the following information:

   1. Type of Request: Sale or Refinance

   2. Request Date

   3. Contact ID

   4. HO Name

   5. Email Address

   6. Job Link

   7. Product Type (RIC or PPA)

   8. State

2. Follow process for Transferring calls to Launch/Account Servicing.

3. Enter disposition notations with billing disposition notations and Stop.

• Email

Home Sale/Transfer & Refinance/UCC Filing:

1. Fill out Customer Support Home Sale+Refinance Tracker with the following information:

   1. Type of Request: Sale or Refinance

   2. Request Date

   3. Contact ID

   4. HO Name

   5. Email Address

   6. Job Link

   7. Product Type (RIC or PPA)

   8. State

2. Change reporter to clientservices@launchservicing.com.

3. Close ticket once Account Servicing confirms receipt.

4

• Using the following table for scripting or response based on transaction request:

Home Sale/Transfer

Refinance/UCC Filing

M1

Homeowner can email EverBright to cancel their job. Follow process for How to Handle Contract Cancellation Requests.

1. Ensure to have all the following information:

   • Homeowner name

   • Full property address

   • Phone number

   • Email address

2. Assign the ticket to Nehemiah @ EverBright(Process https://goeverbright.atlassian.net/wiki/spaces/SS/pages/edit-v2/3149332571#Refinance ).

3. Enter disposition notations with billing disposition notations and Stop.

M2 or M3

1. Ask the customer, “Do you have panels installed?”

2. Refer customer to their installer: “Since your system has not been activated, you would need to speak with your installer. Let them know that you are selling your home and give them your estimated closing date.”

3. Enter disposition notations with billing disposition notations and Stop.

Home Sales Spreadsheet

Prior: Transfers Tracker.xlsx

New: Customer Support Home Sale+Refinance Tracker

What the homeowner should expect if requesting to do a Home Sale

1. The Seller’s accounts need to be current or brought current before executing the assignment agreement and before removing any UCC (Lien Filing on Solar System). All Filings will be terminated and re-filed based on the Close of Escrow date provided.

2. Account Servicing will provide a Consent to Disclose Information document for signature to allow communication with the agent or buyer. 

3. Account Servicing will also obtain the estimated Close of Escrow date and the buyer’s contact information if the Seller is able to provide. 

4. Account Servicing will invoice a Transaction Fee and once collected, will send the Transfer and Assignment (T & A) documents to the Seller, buyer and system owner for signature.

5. Once documents are signed and agreements are current, Account Servicing will book a new transaction to reflect the new customer information and begin managing the new account.

After the Home is Sold to the New Buyer

• The new buyer is able to obtain access to the Homeowner Portal by referencing the following SOP: Home Transfer Process - MyEverBright. This process is currently handled by Nehemiah @ EverBright and Berenice Peralta.

PUC Termination Requests

If a request is received to approve filing terminations because a home has been sold, please notify Laura Miller (Unlicensed).

Account Services charges $350.00 in administrative costs when a customer submits a refinance request for their home. This information is located on page 8 of the homeowner’s contract, where they are advised of additional costs associated with a mortgage refinance.

General Information/Inquiry

• A UCC lien is a lien that is placed on the solar system, not the home itself.

• When a homeowner wants to refinance their home, they need to have the lien removed.

• Lien removal requests can only be processed if they come from the homeowner or the title company.

• A UCC lien is also referred to as a ‘subordination’ or ‘fixture filing’ which is a UCC filing that is recorded in the real property records, which then turns the security interest into a lien against the actual property where the fixture is located.

• EverBright files the UCC lien after M2 completion.

• Homeowners should never be billed for the UCC filing fee. Lien Solutions (a ‘contracted entity under GreatAmerica’) files all of the UCC filings with the state and local agencies on EverBright’s behalf.

UCC Lien Removal Fee Requests

• In the event that Account Servicing or the homeowner makes an inquiry about waiving UCC Fees:

Hello,

We are not able to waive the $350 fee associated with the removal of the UCC lien due to the county and processor charging a fee for administering UCC liens.

Thank you,

[Agent Name]

UCC Filing Fee solicitation

• If a homeowner receives a bill regarding the UCC fee and registration, it is most likely a third-party solicitation and should be marked as such.

• If it is not marked, follow the steps below:

1. Ask the homeowner to send a photo of the letter to support@myeverbright.com.

2. The agent will review the ticket with the Nehemiah @ EverBright or Eric Suarez to determine if further action is necessary. If determined to be a solicitation, reply to the homeowner:

Hello (homeowner name),

As indicated in the document, this is a third-party solicitation. You are not required to use their services and may disregard this notice.

Regards,
(agent name) 

Example of a UCC fee request:

• If a homeowner contacts EverBright support requesting a copy of their UCC Filing, the agent should direct the homeowner to Account Servicing.

How to handle Payoff Request copies from Account Servicing

Account Servicing will provide us with Payoff Request copies that were requested by the homeowner. These copies are only for record keeping.

How to Process the Ticket

EBH Ticket: Account Servicing

• Update the ticket subject to “Payoff Copy- [customer name]”

• Description: Job Address

• Update the request type to ‘Payoff Request'

• Reporter: clientservices@launchservicing.com

No response is needed.

Close the ticket.

Payoff Request as an Email/Ticket

The homeowner wishes to pay off their existing account balance on their solar system. The request can either come from the homeowner requesting a payoff quote or a payoff quote can come directly from Account Services (if the homeowner contacted account servicing directly to obtain the quote).

There is no penalty if a homeowner wishes to pay off the existing balance on the solar system early. An early pay-off would include only interest accrued to the point of payoff.