Complaints

This profile includes complaints for GoodLeap, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  GoodLeap, LLC

  8781 Sierra College Blvd Ste 100 Roseville, CA 95661

  
• 

  GoodLeap, LLC

  8781 Sierra College Blvd Roseville, CA 95661-5920

  
• 

  GoodLeap, LLC

  6970 E Chauncey Ln Ste 100 Phoenix, AZ 85054-5158

  
• 

  GoodLeap, LLC

  155 108th Ave NE Ste 820 Bellevue, WA 98004-5948

• 

  GoodLeap, LLC

  915 Broadway St Ste 200 Vancouver, WA 98660-3288

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been taking payment from my bank account fraudulently. I didn't notice at first, but found the charges in January 2024. The charges had started in June 2023. I do not have an account with this company. I notified my bank and they were able to refund me up to 90 days. Anything more I was adivsed I'd have to try and work with Goodleap direct to get my refund. I tried working with them, provided proof that I do not have an account, provided proof from my bank they had in fact been taking monthly payments. This company give you the run around and knowing they are in the wrong, are now telling me, my best option is to file a complaint with my bank. They will not give me my money back that they STOLE from ****** like to take them to small claims court to recoop my money.

  

  Business Response

  Date: 02/23/2024

  Hello, 

  Our records indicate the complainant is not a borrower with GoodLeap. This has caused difficulty in quickly addressing the complaint. We have escalated this matter to our Loan Servicing and Accounting teams to investigate further. This receipt of the complaint, we have been in continuous contact with the complainant and are presently waiting for additional information need to verify the account and payment information. Once this information is verified, we will issue a refund expeditiously. Should the complainant require immediate assistance, they may contact our team via email at *********************************************. 

   

  Thank you, 

  *************************
  Compliance Escalations Asst. *************************************

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got a loan for solar panels on 4/2023 from Goodleap after the salesman at ADT solar applied for the loan for us. Goodleap has his email and has been sending him our statements for these solar panels instead of me since we occurred this loan. The solar panels cost $42000 and we have the loan at a 7.9% interest which brings the loan to over $99000. None of the $240.68 that I pay monthly goes to the principle and I was told today, 1/31/2024, that not only does none of this payment go to the principle, it's not even enough for the month interest which is over $280.00. If I had been told that the interest payment for the solar panels was $280.00 I would not have agreed to install the panels. I was also told that my tax credit would cover the taxes for the solar panels. The taxes on the credit agreement which we just received 1/28/2024 because it was sent to our ADT solar panel salesman's email are $********. This is the definition of predatory lending and should be against the law if it isn't already. We were supposed to pay this ********* in 25 years. None of the math adds correctly. If you multiply the principle of $42000 by 7.9% to get the interest amount it is far from ******** The total amount should be $45318 much less than the $*********. I am a disabled veteran and I am on a fixed income and I assure you that if this didn't fit into my budget I wouldn't have agreed to have the solar panels put on my house.

  

  Business Response

  Date: 02/21/2024

  Dear *************************,

  GoodLeap is in receipt of the complaint filed with the Better Business Bureau (BBB) on February 1, 2024, regarding payment allocations for your loan. By the complaint, you are requesting clarification on the terms of your loan. You further assert that the sales representative signed the loan documents on your behalf using their personal email.

  Our records indicate that GoodLeap's loan agreement was signed by you on April 10, 2023. The terms of the loan are clearly reflected in the agreement, including the Adjusted Monthly Payment amount after the loan re-amortizes. Page two (2) of the loan agreement advises borrowers that at the end of month eighteen (18), the loan will re-amortize based upon the principal balance at the time. If voluntary pre-payments equal to twenty-*******) percent of the loan amount are not made, then your monthly payment will increase to the Adjusted amount. GoodLeap designs loans in this way to provide our borrowers with the opportunity to apply for and receive the Residential Tax Credit (RTC)from the federal government so they may apply that credit towards the loan to keep a lower monthly payment, if desired. Additional loan information may be found in the Welcome Package; Welcome Letter, Closing Certificate, and Truth in Lending Disclosure, originally sent via email on June 13, 2023. See attached.

  To clarify, your loan is a Daily Simple Interest loan. For Daily Simple Interest loans, interest accrues daily, the date the loan funds.  By the first payment date, there was approximately sixty (60) days worth of outstanding interest accrued from the loan start date.  Monthly scheduled payments are first applied to outstanding interest and then to the principal payment.  Once the outstanding interest accrued from the loan start date has been satisfied, the portion of the payments applied to the principal balance will increase.

  Additional Payments are first applied to outstanding interest accrued since the last payment received, and if applicable, the remaining balance will be applied to the principal balance. Please note,borrowers may make prepayments on the loan without penalty at any time.However, we recommend making additional payments at the same time as the monthly scheduled payment via the one-time payment feature available on the online payment portal, to avoid any interest accruing between the receipt of both payments.  

  Payment information can be found on page five (5), section three (3), item (b.) of your loan agreement. See attached.  To date, you have made $1,203.40 worth of payments on the account. Of these payments, all $1,203.40 was applied towards interest. Your current total loan balance is $42,870.26, with a daily per diem of $9.64. For your convenience, we have included your payment history for your records.

  As a reminder, borrowers may request a manual re-amortization once a year with a minimum payment of $2,500.00, to lower the principal balance or their monthly payment amount. To submit a re-amortization request, please contact our ****************** directly at ************** or via email at *************************************************.

  Currently, we are investigating the matter of the sales representative signing the loan documents on your behalf. We appreciate you alerting us of this situation and your cooperation while we investigate the claims made. Please be advised, GoodLeap takes these claims seriously and will continue to bridge communication with ADT Solar.
  
  While we attempt to resolve this matter, we have escalated the concerns to our Fraud Team. If you have additional documentation, you feel could help us investigate this further, please send it to our Compliance Escalations mailbox at ********************************************** reference your Complaint No. ******** to aid in our investigation. Please do not provide any documentation that provides personal information such as your Social Security Number, Date of Birth, etc. 

  Thank you for bringing your concerns to our attention,
  
  Compliance Escalation Specialist
  *********************************************

  
  

• Initial Complaint

  Date:01/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My solar panels were installed in March 2023, but they weren't turned on until June 2023. The loan has been accruing interest since March, and I've been paying monthly payments and an electric bill since then. They are saying my monthly payments will go up almost $200 for a system that wasn't working for half the installation, and the loan is just accruing interest getting higher with none of the payments going towards the loan. I am a single low income mother. I believe I was taken advantage of.

  

  Business Response

  Date: 02/20/2024

  Dear *************************,
  

  GoodLeap is in receipt of the complaint filed on January 31, 2024, with the Better Business Bureau (BBB),
  concerning the purchase of a home solar system from Bright Planet. By the complaint, you feel the sales
  representative misrepresented the terms of the loan and the benefits of obtaining a solar panel system.
  

  Please note, GoodLeap operates separately and independently from Bright Planet. GoodLeap is the lender for
  the solar system purchased; we are not the seller or the installer.
  

  In GoodLeaps loan agreement signed by you on December 5, 2022, it is explained on page two (2), your loan
  start date is the date we funded the loan to the installer for the system purchased. Your first payment date is
  approximately ninety (90) days after installation, which may be before the system has been granted permeation
  to operate by the local utility company.
  

  The loan terms are clearly reflected in the agreement, including interest and payments. Additional information
  about your interest and payments is available on page six (6), section three (3), items (b. and c.). To clarify,
  interest begins to accrue beginning the first calendar day following the loan start date, which was March 10,
  2023, with your first payment due on June 10, 2023. Additionally, if you make a payment that satisfies all current
  and/or past due installments, all payments or prepayments will be applied first to accrued interest, then to
  unpaid principal. For your review, your loan and payment histories are attached.
  

  In the Truth and Lending Disclosure, see attachment, The Monthly Payment Schedule shown, assumes you will
  make no voluntary prepayments on your Loan. However, the loan was designed to re-amortize after 18th month.
  As a result, if you make all scheduled payments on time and make sufficient voluntary prepayments, the loan will
  re-amortize, and your full monthly payment will be the same as described in the agreement or may be lower.
  

  Upon further review of the account, the system was installed by Bright Planet on March 8, 2023. After
  installation, the system is subject to final inspections, then the local electric utility company approves and grants
  the system permission to operate. Be advised, your system was granted permission to operate by the local utility
  company on June 26, 2023. It is our understanding; the system has been producing energy since obtaining
  permission to operate.
  
  Should you have additional questions about your payments, please contact our ****************** at 1-800-345-
  9372 or via email at ************************************************* For questions relating to the system, you may
  contact Bright Solar directly at ************.
  

  Thank you for bringing this to our attention,
  

  Consumer Complaints
  *********************************************

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company left solar panels on my roof for 3 months knowing ******* needed to be supported due to its balloon style roof. I reached out for months about the issue and nothing. The project took 5 months longer with no word about what was going on, causing two electric bills.

  

  Business Response

  Date: 02/16/2024

  Dear ***************************,

  GoodLeap is in receipt of the complaint filed with the Better Business Bureau (BBB) on January 31, ****, concerning the purchase of a home solar system from One Solar. You assert that your system is not operational, and your roof is in need of repairs.

  Please note that GoodLeap operates separately and independently from One Solar. GoodLeap is the lender for the solar panel purchase; we are not the seller or installer.

  Our records indicate the system was installed by One Solar on August 1, 2023. The system was granted permission to operate (PTO) by the local utility company on August 4, 2023. It is our understanding the system has been producing energy.

  In the signed loan agreement, (see attached), it is explained on page two (2),your loan start date is the date we funded the loan to the installer for the system purchased.  Your first payment date was approximately sixty (60) days after installation, which may have been before the system was granted PTO by the local utility company.  Pursuant to the loan agreement, you are obliged to make all payments according to the amortization schedule.

  We understand you are frustrated with One Solar, issues related to the system require One Solar to address them directly.  To bring about a resolution to these concerns, we have opened a case with our Client Support team to reach out to the installer on your behalf. One Solar has informed us they were to perform an assessment to determine production loss. To facilitate a resolution, this team has been attempting to contact you, but unfortunately, they have been unsuccessful. At your earliest convenience, please contact ***************************** at ************** or via email at ***********************************.

  Thank you for bringing this to our attention,
  
  Compliance Escalation Specialist
  *********************************************

• Initial Complaint

  Date:01/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a solar package for our home in July of 2022, and we financed the amount through GoodLeap. Just the other day, my husband got a phone call and voicemail from GoodLeap, asking him to call them back. He did that today, and he said to the representative that the voicemail message did not indicate what the call was about. The representative then explained that our payment was going to increase by $30 a month in March. If we did not want to have this payment increase, we could pay a lump sum of $5000 by March of this year. My husband did not get a reason as to WHY the payment on our loan was increasing. Instead, we asked about early payoff, which we understand is an option without penalty. The representative did not seem to be able to help us with that and told my husband he would need to contact the GoodLeap website and file the early payoff request with the *********************** Our question and concern is HOW can GoodLeap change the terms of our loan out of the blue like this, and how can they demand money? Something does not feel right about this at all, and we would like to settle our loan once and never deal with this company after that.

  

  Business Response

  Date: 02/15/2024

  Dear **** & *************************,
  

  GoodLeap received the complaint filed on January 29, 2024, with the Better Business Bureau (BBB), concerning
  your home solar loan. By the complaint, you assert GoodLeap has changed the terms of your loan without your
  knowledge.
  

  The loan terms are clearly reflected in the loan agreement signed by you on July 2, 2022, including the Residential
  Tax Credit (tax credit), interest rate, and the Re-Amortization feature of the loan. Additional information is available
  on page six (6) section three (3), item (e), or in the Welcome Letter, Loan Closing Certificate, and Truth in Lending
  Disclosure, originally sent on September 12, 2022. See attached.
  

  Further information regarding payments and the Target Balance may be found on page three (3). This explains, The
  Payment Schedule shown assumes you will not make voluntary prepayments on your Loan by the target balance
  date. However, the Loan is designed to re-amortize at the end of the 18th month after the loan start date. As a
  result, if you make all scheduled payments on time and also make sufficient voluntary prepayment(s) to reduce the
  total loan amount to the Target Balance by the Target Balance Date described in your Agreement, your
  payments from month nineteen (19) through the end of your term will be approximately equal to your initial
  monthly payment amount.
  

  Please note, your target balance date is March 9, 2024; any prepayments received prior to this date will be applied
  towards the loan as received. Depending on the amount paid towards the principal balance, your loan would then
  re-amortize, with payments adjusted to the amount received, which may be lower than the stated Adjusted
  Monthly Payment.
  

  As a reminder, consumers may use the tax credit to pay down the loan balance. However, it is not a requirement
  for the loan. GoodLeap is unable to determine if or an amount borrowers may be eligible for. As noted in the
  agreement, we recommend borrowers speak with a tax advisor regarding their individual tax situations.

  Upon notification of completed solar panel installation, GoodLeap performs a Welcome Call to go over the terms
  and features of the new loan. On September 14, 2022, you spoke with ********************* (*****) to discuss the terms.
  During this call, you verbally confirmed your loan term length, interest rate, and completed installation.
  Additionally, ***** went over the tax credit with you, advising you may choose to apply any received tax credit
  towards your loan balance. ***** also advised, if the Target Balance is not reached prior to the end of the 18th
  month, your payments would adjust to $90.53. You confirmed understanding; stating you would want to take
  advantage of that feature.
  
  Should you wish to make additional payments, you may elect to do so within the online payment portal using the
  one-time payment feature. Additionally, you may contact our ****************** at **************, or via email
  at ************************************************** for further assistance.
  

  Sincerely,
  

  Consumer Complaints
  *********************************************

  Customer Answer

  Date: 02/15/2024

  I am rejecting this response because: ** want to speak with a representative by phone or in person, so we can rectify this situation and pay off the loan for the correct amount. When our salesperson originally sold our solar package to us, we were never told about these terms and we never received written contract copies, which we asked for. ** signed everything digitally and were promised paper copies of everything from the sales rep. ** should be able to pay off the $15000 cost of our solar package, not $22000, early without penalty as we understood.  Also, the files attached cannot be opened!  ** want to talk by phone or in person, review the contract, and settle this debt once and for all. ** want the following: 1) Talk with GoodLeap by phone or in person 2) See the written contract and 3) Settle the debt fairly. 

  
  

  

  Business Response

  Date: 02/27/2024

  Dear **** & *************************,
  

  Thank you for bringing your concerns back to our attention. However, your complaint is an extension of your
  previous complaint, and brings forth no new information.
  

  Please note, GoodLeap operates separately and independently from ***************** (Titan). GoodLeap is the
  lender for the solar system installer; we are not the seller or the installer. As such, GoodLeap has no first-hand
  knowledge of the statements made by Titan's sales representative. Upon review, the loan amount reflected in
  GoodLeap's loan agreement signed by you, matches the purchase price of the system listed in Titan's Home
  Improvement Contract (HIC). See attached.
  

  Upon review, copies of your loan agreement were originally provided to you via DocuSign. The DocuSign Certificate
  shows this was sent, viewed, and signed via the email address on file, which was confirmed by **** during the
  Welcome Call performed. Upon completion of signing, ******** sends the completed copies to the provided email
  address of all signers. Within our February 15, 2024, response to your initial concerns, you were provided with
  copies of your Loan Agreement, and Welcome Package. Please note, these were additionally mailed to you, along
  with the response letter, via ************* mail on February 15, 2024.
  

  Additionally, our previous response provided you with the phone number, and email address, for our Billing
  Department. Our ****************** agents are able to speak with you directly to provide you with a loan payoff
  quote and answer any additional questions you may have about your loan or payments. To speak with one of our
  ****************** representatives, please call **************, for further assistance.
  

  Sincerely,
  

  Consumer Complaints
  *********************************************

  Customer Answer

  Date: 02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  
  We were able to view the document, as well as speak to a representative on the phone, and things were made clear.

• Initial Complaint

  Date:01/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solar project should've been completed over 14 months ago. The installer began delaying the installation, and stopped going to the work site. The finance company (Goodleap) referred me to the solar company Obsidian. ********************* CEO/Owner said he knew about the issues. After numerous recorded calls, we all agreed to continue the project as stated on the contract. They kept promising to send an installer back, but no one ever came back to work on the panels. On April 28, 2023 a storm caused the panels to fly off the base. Obsidian sent someone to access the damage. Their representative stated that the panels were incorrectly installed, that they weren't securely attached to the frame thus causing them to come off. I have a recorded conversation of him walking me through all the installation errors the previous installer made that caused the system to fail. I spoke to **** on a recorded call. He agreed that the panels were not installed correctly, and that they would be fixing them at no cost to me. That was the last time I heard from him. He stopped taking my calls. I left many messages, but never got my calls returned. The past 8 months I've received the same response from Goodleap, "we are working with Obsidian to resolve the issue" , yet they refuse to give me an ETA. There are multiple solar companies ready to take over the project, and Goodleap refuses to transfer my account to a professional solar company. Goodleap already charged back Obsidian for the account. ******** already charged back ****** for the install. Thus, ******** doesn't have an incentive to finish the project. GoodLeap has also been made whole by charging back Obsidian. So why am I still being forced to pay for a project that was never completed and everyone has received their money back? Goodleap has been made whole yet continues to charge me for a system that wasn't completed and refuses to transfer the account to a different solar company or cancel my loan.

  

  Business Response

  Date: 02/09/2024

  GoodLeap is in receipt of the complaint filed with the Better Business Bureau (BBB) on January 29, 2024, concerning
  the purchase of a home solar system from Obsidian Solar, LLC DBA ************* Services (Obsidian). In summary,
  you expressed dissatisfaction with Obsidians inability to meet their contractual obligations. You are requesting the
  loan be cancelled.

  To clarify, GoodLeap operates separately and independently from Obsidian; GoodLeap is the lender for the solar
  system purchased, we are not the seller or the installer.

  Our records indicate the system was installed by Obsidian on September 12, 2022. After installation, the system is
  subject to final inspections, then the local electric utility company approves and grants the system permission to
  operate (PTO). This final step is out of GoodLeaps control.

  While GoodLeap is working to ensure the consumer complaint is addressed, we have ceased collection efforts and
  have placed the payments on hold. Unfortunately, Obsidian has been unresponsive to our request for additional
  information. GoodLeap is diligently working to bridge communication with Obsidian and bring a resolution to your
  concerns. Be advised, GoodLeap takes your concerns seriously and has been escalated to our leadership team for
  guidance. GoodLeap will notify you of any updates as soon as they are available to us.

  We appreciate your patience in the matter. If you require immediate assistance, you may reach the Client Support
  Manager assigned to your case, *************************** at ************** or via email **********************************.

  Thank you for bringing this to our attention,

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because: Although Obsidian began installation on September 12, 2022, the installation was never completed. It currently is February 13, 2024 and the wires to the breaker box still have not been ran, and the circuit breakers in the breaker box were never installed. The local electric utility company cannot inspect a system that is not complete, much less ***** the system permission to operate. ********'s failure to communicate with me for over a year, and their current unresponsiveness with Goodleap, is evidence that Obsidian will NOT finish the project, thus there is only 1 option left.

  Option 1. Cancel the loan

  

  Business Response

  Date: 02/22/2024

  Hello,

  Thank you for bringing your concerns back to our attention. The current complaint is an extension of the previous complaint and brings forth no new evidence. 

  As stated in our previous response dated February 9, 2024, unfortunately, Obsidian has been unresponsive to our request for additional information. GoodLeap is diligently working to bridge communication with Obsidian and bring a resolution to your concerns. Be advised, GoodLeap takes your concerns seriously and have been escalated to our leadership team for
  guidance. GoodLeap will notify you of any updates as soon as they are available to us. We appreciate your patience in the matter. If you require immediate assistance, you may reach the Client Support Manager assigned to your case, *************************** at ************** or via email **********************************.

  Thank you,

  Customer Answer

  Date: 02/26/2024

  I am rejecting this response because: ******** has been given a chance to respond for over 5 months. Its been 20 months since the contract was signed and 11 months since ******** last stepped on my property to work on the install. It is a fact Obsidian WILL NOT complete the installation. I am unwilling to give them another year just to "respond".
  

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been told I acquired a loan with Goodleap but I did not Docusign any such thing. It seems that solar was ordered and installed that is from a fraudulent company (and I will be litigating that) but moreover, I never signed any official contract with this company. There has been no notary that evaluated my ID and made sure I was the one contacting this company!! You cannot just email me a contract without verifying identity of a person and state that I now owe ****** plus over the time of the contract. I will contest that I ever agreed to such a thing in person or with my identity verified with official documents. As I am not even sure this is a real loan that has been taken out in my name, I do not plan to make a single payment. I have reported EnerG, GoodLeap, ************, and *************************** to multiple government fraud reports. Next week I'll get a legal consultation to see what else I have to do to weigh future steps.

  

  Business Response

  Date: 02/15/2024

  GoodLeap is in receipt of the complaint filed on January 26, ****, with the Better Business Bureau (BBB), concerning
  the purchase of a home solar system from Eddison Solar, LLC (Eddison). In summary, you assert you did not sign the
  loan agreement.

  Please note, GoodLeap operates separately and independently from ******* GoodLeap is the lender for the solar
  system purchased; we are not the seller or the installer.

  GoodLeap previously responded to a complaint received on January 31, ****, in which you expressed dissatisfaction
  claiming that you were misled by the sales representative mispresenting the terms of the loan. Additionally, you did
  not deny signing the loan agreement.

  Our records indicate GoodLeaps loan agreement was signed by you on October 14, 2023. The DocuSign Certificate
  confirms the loan agreement was sent, viewed, and signed via the email address ********************** provided
  during the loan application process, which matches the email address listed in the complaint form received on
  January 31, ****. Upon completion, a copy of the loan agreement is automatically sent to the email address used to
  sign the loan agreement. See attached.

  Upon further review of the account, the system was installed by ******* on October 30, 2023. After installation,
  the system is subject to final inspections, then the local electric utility company approves and grants the system
  permission to operate. Your system was granted permission to operate by the local utility company on February 12,
  ****. It is our understanding; the system was operational after obtaining permission to operate.

  GoodLeap performs Welcome Calls to discuss the terms and answer any questions the borrowers may have. The
  Welcome Call was completed on November 1, 2023, by one of our representatives, *********************, via the phone
  number ***************) listed on the account, which matches the phone number on the complaint form received
  on January 31, ****. During the conversation with you, ***** reviewed the terms of the loan which you confirmed
  understanding of the loan terms and verified the email address **********************.

  After reviewing your GoodLeaps application, we have confirmed the loan was approved based on your credit score,
  without any identity flags, therefore documentation such as an Identification card was not required to obtain the
  loan approval.

  Goodleap takes this and any fraud allegations seriously, therefore your concerns were escalated to our Client
  Support Team to reach out to the installer on your behalf. ******* has been unresponsive to our request for our
  request for additional information. Furthermore, you have declined speaking with GoodLeap and the Client Support
  Managers, ********************, assigned to your case.

  With the information available, GoodLeap is unable to substantiate the claims that you did not sign the loan documents. While we continue to bridge communication between you and *******, we encourage you to provide any documentation which supports the claims raised or to speak with *******. The documentation may be sent to ********************************************** to aid our investigation.

  Customer Answer

  Date: 02/15/2024

  I am rejecting this response because: 

  My lawyer will be in touch. The news coverage you are getting is quite something lately. LoanPal- right? 

  
  

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roof leak now. First it wasnt operational for 18 month now this

  

  Business Response

  Date: 02/13/2024

  Dear *****************************,
  

  GoodLeap is in receipt of the complaint filed on January 26, ****, with the Better Business Bureau (BBB). By the
  complaint, you expressed dissatisfaction with the service Power Home, LLC a.k.a. ************ LLC (Power Home)
  provided or is now unable to provide due to its recent bankruptcy. GoodLeap is the lender for the underlying solar
  system purchase; we are not an affiliate of Power Home.
  

  Please know, GoodLeap is committed to assisting its borrowers in navigating through the difficulties caused by Power
  Homes bankruptcy.
  

  For borrowers, whose solar systems are experiencing performance issues, GoodLeap, at its expense, has engaged a
  national solar system installer **************** (BSE) to inspect each system. Therefrom, subject to the system
  inspection, GoodLeap will direct the installer to take the necessary steps to make the system operational, all at no
  expense to our borrower.
  

  Please note, after assessing the solar system, (BSE) finalized the inspection, and your local utility company granted
  the system Permission to operate on September 22, 2023. It is our understanding; the system has been producing
  energy since obtaining permission to operate. Upon receipt of this complaint, one of our Client Support Managers,
  *********************** (*****), escalated your concerns to the Project Managers who requested for BSE to assess the roof for
  any damages. Upon completion of the site visit and assessment, ***** will notify you of any updates as soon as they
  become available.
  

  During the time in which the borrowers solar system was or is nonoperational, GoodLeap is further prepared to
  work with each borrower to help lessen the burden of their loan payments. The financial arrangements available to
  each borrower will vary based on their individual needs and the operational status of their system. These
  arrangements were offered to you, which you declined in November 2022. You may contact your Client Support
  Manager if you wish to learn more about the financial assistance options available.
  

  We appreciate your patience in the matter. For immediate assistance, please contact ***** at ************** or
  via email at **********************************.
  

  Thank you for bringing this to our attention,
  

  Consumer Complaints
  *********************************************

• Initial Complaint

  Date:01/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022 I made an agreement with a solar company to install solar. They financed the panels thru Goodleap. I never benefitted from the solar installation. According to APS the electric company for Az. They have not received any buy back from the solar since June 2022. I have paid Goodleap ****** for that complete period. I cancelled those payments in December 2023. Goodleap has been harassing me daily and last week had someone knock on my door with an envelope threatening to take further action against me. They call me daily from several different nbrs. I wld like to receive the funds I have paid since June 2022 from Goodleap. I've also told Goodleap to cancel this bill and to pickup the solar panels.

  

  Business Response

  Date: 02/16/2024

  Dear *************************************,

  GoodLeap is in receipt of the complaint filed on January 26, 2024, with the Better Business Bureau (BBB), concerning the purchase of a home solar system from Suntria. In summary, you feel you should not be required to make loan payments to GoodLeap until the system is producing energy.

  Please note, GoodLeap operates separately and independently from Suntria. GoodLeap is the lender for the solar system purchase; we are not the seller or installer.

  GoodLeaps loan agreement was signed by you on July 72,2020. Within the signed loan agreement, it is explained on page two (2), your loan start date is the date we funded the loan to the installer for the system purchased. Your first payment date was approximately sixty (60) days after installation, which may have been before the system was granted permission to operate by the utility company. Additional loan information is available in the Welcome Package; Welcome Letter, Loan Closing Certificate, and Truth in Lending Disclosure, originally sent on August 7, 2020.

  Our records indicate the system was installed by Suntria on August 5, 2020. After installation,the system is subject to final inspections, then the local electric utility company approves and grants the system permission to operate. This final step is out of GoodLeaps control. Your system was granted permission to operate by the local utility company on August 6, 2020.  GoodLeap did not receive notification from you of any system performance concerns until December 2023, over three (3) years since the system was granted permission to operate. It is our understanding your inverter is malfunctioning and needs to be replaced.

  We understand you are frustrated with the service provided by Suntria. However, issues relating to the system require Suntria to address them directly. Prior to receiving this complaint, To bring about a resolution to these concerns, we have escalated your concerns to our Client Support team to reach out to your installer on your behalf.  It was determined the inverter was malfunctioning and needed to be replaced under manufacturer warranty, however, the cost of labor is not included.*********, you declined further assistance from Suntria. One of our Client Support Managers, *****************************, is awaiting further additional information from Suntria. While we continue to bridge communication with Suntria, For further assistayou may contact ******** directly Carpiat ************** or via email at **********************************.

  Sincerely,
  
  Compliance Escalations Specialist
  *********************************************

  Customer Answer

  Date: 02/19/2024

  I am rejecting this response because:  I was paying goodleap ****** a month for no service.  Suntria was informed the system wasn't working in 2021.  They sent someone out to repair it and it still didn't work.  Since 2023 I have lived up to the contract with goodleap without the system working..I want a refund and a cancelation of this contract.  We pay APS large sums of electric bills every month plus goodleap.
  

  

  Business Response

  Date: 02/29/2024

  Dear *************************************,

  GoodLeap has received your rejection with the Better Business Bureau (BBB). Your current complaint is an extension of your previous complaint and brings forth no new information. Accordingly, GoodLeap reiterates and incorporates its previous response herein.

  When Suntria last visited the site, it was determined the inverter was malfunctioning and needed to be replaced under manufacturers warranty,however, the cost of labor is not included. *********, you declined further assistance from Suntria. Should you wish to cooperate with Suntria For further assistayou may contact our Client Support Manager, ********, Carpiat ************** or via email at *********************************** Additionally,should you wish to contact Suntria directly, they may be reached at **************.

  Unfortunately, GoodLeap is unable to cancel the loan or come to any settlement agreements. If you have any questions or concerns pertaining to your loan, you may contact our *************************** at ************** or via email at *************************************************.

  Sincerely,
  
  Compliance Escalations Specialist
  *********************************************

  Customer Answer

  Date: 03/13/2024

  I am rejecting this response because: Pls be advised that Goodleap during the complaint requested my credit score drop 38 points.  Also they have suggested my balance will go up.  Where is the law here.  I don't want to deal with them r Suntria.  I was paying Goodleap ****** per month for no reduction in my APS bill.
  

• Initial Complaint

  Date:01/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I open a Solar Loan with Loanpal before it was taken over by Goodleap in May 21, 2021. On September 1, 2023, I contacted Loanpal for a payoff statement, which was emailed to me with a total of $11,866.33, with accrued interest and fees added on. On September 20, 2023, I sent the exact amount to GoodLeap and called on October 2, 2023, to verify that they had received the payment. I was told the amount was received and to wait while foe the payment to process to get my close out statement. I contacted them about 10 days later because I had not received any notifications or letter of payoff and was told they couldn't give me the payoff amount because there was a charge $102.95 on my account that wasn't pay for and they can't closed my account because of that charge. I told them the payoff statement had stated I had till October 1 to send the payment, and I had sent the exact payment and confirmed with them the amount was received on September 20, so there should not have been any other charges to my account. They said they'll escalate the situation and wanted me to send the payoff statement I had received from them, which I did. I have been contacting Goodleap over 10 times the last 4 months and was promised the situation will be resolved soon and I would be contacted, which never happened. The company is continuously avoiding calling me back while always promised they will and I just have to wait.

  

  Business Response

  Date: 02/16/2024

  GoodLeap, formerly known as LoanPal, is in receipt of the complaint filed on January 26, ****, on your behalf with
  the Better Business Bureau (BBB), regarding the payoff of your solar loan. In summary, you assert GoodLeap
  provided you with an incorrect payoff amount causing your account to remain open after you paid the loan in full.
  Our records indicate, as requested, our ****************** generated a payoff quote on September 1, 2023. The
  payoff quote reflected a total payoff amount of $11,866.33, included the principal balance of $11,806.81 and
  accrued interest $59.52 valid through October 1, 2023. Thereafter, GoodLeap received a lump sum payment of
  $11,866.30 on September 20, 2023. However, the account remained open for an unpaid balance for the ****1
  recording fee of $102.95.

  After a thorough review, GoodLeap found, due to a system error, the payoff quote generated on September 1, 2023,
  did not include the *** recording fee of $102.95. While the ****1 fees are outlined in the loan agreement on page
  six (6), and it is explained the fees are not assessed by GoodLeap, but are paid by GoodLeap on your behalf, we
  understand your frustration. As an accommodation for any inconvenience, GoodLeap has waived the remaining
  balance on the loan which now reflects as paid in full. 

  We appreciate you bringing this to our attention and your patience while we worked to resolve this matter. Please
  accept this letter as notification your financial obligations with GoodLeap have been satisfied. Should you have
  additional questions regarding this account, please contact our ************************* at
  ****************************************.