Defaulting Installer

Background: A customer may contact support through a phone call, chat, or email advising that an installer is no longer able to complete their job due to, but not limited to, the following reasons:

Default/Bankrupt
Out of business/no longer in business/business closed

Process Overview

STEP	ACTION

STEP	ACTION
1	Is the caller advising that their installer is not able to complete their job? If yes, proceed to Step 2 If no, Stop and follow the appropriate SOP
2	Refer to the following SOP to determine if the customer’s pipeline job is part of a workout plan: Homeowner Workout Plans If yes, follow the Homeowner Workout Plans SOP and Stop If no, proceed to Step 3
3	Create a case and case assignment for the resolution team Tag @Cassandra Mercado in the case feed Reply to customer: “Thank you for bringing this to our attention and we acknowledge the receipt of your email. Our legal team is reviewing the (Installer name) account and will follow up with them in short order.” Proceed to Step 4
4	Was the customer’s concern(s) resolved? If yes, enter disposition notations and Stop If no, follow the appropriate SOP based on their additional concern(s)