Complaints

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

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  Sunlight Capital, LLC

  234 W 39th St Fl 7 New York, NY 10018-4945

  
• 

  Sunlight Capital, LLC

  101 North Tryon, Suite 900 Charlotte Charlotte, NC 28246

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:07/25/2022

  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.

  I'm trying to find someone who speaks English as a primary language in the company... to no Avail...

  Business Response

  Date: 08/03/2022

  Sunlight Financial LLC (Sunlight)takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by borrower, *********************.

  
  ********s claims that he is unable to locate a Sunlight representative who speaks English are entirely unfounded and without merit. Sunlight has evidence of ten (10) separate telephone communications between *** ***** and Sunlight representatives, with each representative clearly speaking English. As such, it seems that this complaint was mistakenly directed to Sunlight. In any event,Sunlight is happy to assist *** ***** should he need assistance. We recommend *** ***** contact Sunlight at ************ should he require further assistance.

• Initial Complaint

  Date:06/29/2022

  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.

  Reviewing the most recent complaint before this, I am having the same exact issue. I am working on a family-to-family sale of my home, and have been doing so since the beginning of June. We initiated the process for a loan transfer June 4th, and was told it would be **** business days for the buyer's credit approval and loan transfer to be completed.Before going any further I want to state it is my solar loan, and I am in no way behind on payments, nor is my account in some state of "non-compliance".I have called upwards of 15 times, as have the buyers, and now the title company is calling as well. I have sent an email to their support team, the title company has as well, and we have no answers as to why today 6/28/2022 (our scheduled closing date) we still have no idea where this transfer is in the process.Customer service reps consistently tell me there's no contact information. No supervisors I can talk directly to. No managers I can call. I am just told that it has been submitted and we are now in a blind limbo until this underwriting team tells them something.Still. No answers. For anyone. Just waiting for an answer not a single representative can give me. In fact some people have said the process takes "**** business days." Some have told me "***** business days". Some have said the process began on the 4th, some have said it didn't actually start until the 10th. I don't think anyone in this company has any idea.End of closing day, and still nothing. We are looking at extending closing date which costs a fee. I caution against using this company.

  Business Response

  Date: 07/11/2022

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by borrower, *****************************.  

  
  ******************** alleges Sunlight delayed the loan assumption process between ******************** and the new homebuyer.

  
  Upon investigation, the new homebuyers email address was not captured due to a technical system error resulting in the processing delay of the new homebuyers credit application.  Notwithstanding, Sunlight sent the assumption agreement to the new homebuyer on June 30, 2022. That same day, the new homebuyer executed the assumption agreement. Sunlight apologies for the delay in the loan assumption process due to the technical error.

  
  If there are any other questions, please feel free to call Sunlight at ************.

• Initial Complaint

  Date:06/01/2022

  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'm a real estate agent assisting with the sale of this property along with the transfer of the existing solar panel loan agreement. We were initially told the transfer process would take 2 weeks and here we are 4 weeks and counting trying to get this transfer completed. No one at this company seems know the actual process when it comes to doing a loan transfer, as we've been giving the run around and incorrect information each time we called. On several occasion we were told emails would be sent out to both the buyer and sellers with next steps of the transfer process. Those emails would not come as promise and we would end up back in their long hold ques trying to get them to resend such emails which further delayed the process. We finally arrived at what we were told was the final step, signing the loan assumption agreement only to be giving another hard blow that Title would need to request a subordination document and it would be another 10 business days. The Title, as well as myself has been in constant communication with Sunlight and we were never told about this needed document. We were told that the transfer would happen automatically once closing and funding occurred. Title has however requested this document 7 days ago and we ask that Sunlight Financial expedite getting this document back to the ************* ASAP. We have been giving the run around long enough and these delays by Sunlight is costing the buyer and sellers money for fees and extensions. We are on our 3rd contract extension and the sale of this home is now in jeopardy.

  Business Response

  Date: 06/21/2022

  Sunlight Financial LLC (Sunlight)takes seriously all complaints and appreciates the opportunity to respond to this complaint by *************************.

  
  ************ alleges that Sunlight caused a delay in the loan transfer process with a customer looking to sell their residence. ********************** informed ************ and her client the reason for the delay in the loan transfer process on May 16, 2022,which stemmed from her client failing to comply with the terms of their loan agreement. When *** ***** clients account was brought into compliance,Sunlight sent the lenders subordination agreement to *** ***** client on June 3, 2022 for execution.  The delays in this process were not caused by Sunlight but by *** ***** clients failure to comply with their obligations. The subordination agreement has been signed and,as such, we consider this matter closed.  

  
  If there are any other questions, please feel free to call Sunlight at ************. 

  Customer Answer

  Date: 06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Although the issues has finally been resolved after numerous calls and time spent to get this done, I Reject the Company's Response as the reason for the delays and placing the blame on their customer. The delays were caused by their customer service reps. giving out misinformation and not fully understanding the transfer process themselves. Hopefully Sunlight will offer more training and better streamline of their transfer process. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:05/26/2022

  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.

  On Feb 2, 2022 we sent payment in full for a loan with Sunlight Financial with proceeds from our home refinance which they credited to our account on or around Feb 7, 2022. We had an overpayment of $919.75. Sunlight financial was going to send the overpayment to the insurance company that provided the checks for creditor payoffs. I called Sunlight financial on 3/7 spoke with ********* who said it could take up to 60 days for the refund to be issued but couldn't say why it would take that long. On 4/4/22 I spoke with ********* again, she suggested we get a letter from the insurance agency allowing the funds to be sent to us, assuring me the "60 days" would not restart. This was obtained the same day and sent to Sunlight. I received an acknowledgment from Sunlight on 4/7 thanking us for the documentation and they would process the overpayment. On 4/12, spoke with **** at Sunlight who said the check would be reissued, but it could take another 60 days. On 4/19, spoke with **** again, he assured me he would investigate and call me back to let me know when the check was sent. On 5/9 I called Sunlight again ( and spoke with **** who said the check was mailed on 4/28. On 5/17 I call Sunlight again since we hadn't received the check yet and "Hunter" said we should have it within 3 to 5 business days. Today I called Sunlight again 5/25 and spoke with ****** who reiterated that the check was sent on 4/28. Again, she will send an email to someone who will send an email to accounting and she will call me back in a week. They are holding my money and I want it refunded. It doesn't take a month to mail from ************ to *******. Our Loan was paid off in good faith on 2/7. They will not allow customers to speak to the accounting *****

  Business Response

  Date: 06/13/2022

  Sunlight Financial LLC (Sunlight)takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by borrower, *************************.

  
  ***************** alleges that she was owed a credit (Refund Check) in connection with paying off her solar energy system loan, but the servicer for her loan (the Servicer) has not sent her the Refund Check in a timely manner.  
  The Servicer for ****************** solar energy system loan informed ****************** previously that Refund Checks may take up to sixty (60) for receipt.  On May 17, 2022, ****************** advised the Servicer to stop payment on the first Refund Check and reissue a new Refund Check. The stop payment on the first Refund Check and subsequent dispatch of the second Refund Check caused the delay. Notwithstanding, Sunlight spoke to the Servicer on June 1, 2022 where they advised that they reissued the Refund Check to ****************** on Friday, June 2, 2022. Sunlight representatives called ****************** and left her a voicemail on June 13, 2022 to request confirmation she had received the Refund Check. The Servicer informed Sunlight that Refund Checks typically take up to fourteen (14) days from dispatch to reach the customer.
  

  If there are any other questions, please feel free to call Sunlight at ************. 

• Initial Complaint

  Date:05/09/2022

  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 recently bought a home with solar panels from sunlight. The home also has additional tesla solar panels. First, sunlight delayed the process to close escrow for almost a month. Everything was ready to close but sunlight decided to take a month to send the transfer. Then I move into the home. I have not received any paper work or emails from them for almost two months. I requested for them to call me back about 5 times. They did not call me back at all. I requested to speak to a supervisor all those times. I have never spoken to a supervisor. They have all my information they are unprofessional. Tesla (other solar panels) has sent me everything I needed. DONT DO COMPANY WITH SUNLIGHT! HORRIBLE CUSTOMER SERVICE! You have to literally wait on the phone to talk to a representative every time you call because they will never call you back. Its unfortunate that they dont take customers credit and money seriously. Its also unfortunate that this is a contract because I would never do business with sunlight financial.

  Business Response

  Date: 05/26/2022

  Sunlight Financial LLC (Sunlight)takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by *************************.
  

  ***************** alleges that she purchased a house with solar panels attached, but Sunlight failed to send the lenders assumption agreement (the Assumption Agreement) to ****************** in a timely manner so that she could assume the previous owners solar energy system loan (Loan). Additionally, ***************** claims Sunlight failed to contact her with regards to this situation.
  Upon investigation, Sunlight confirmed that Sunlight representatives, ******************,and the previous homeowner have been in contact regarding this issue on over ten (10) separate occasions since the beginning of March 2022. Most recently,Sunlight spoke with ****************** on May 9, 2022 to explain the lenders specific requirements for her to assume the Loan. Sunlight is willing to support ***************** in the Loan assumption process; however, she must satisfy all legal and regulatory requirements in order for the lender to assign her this Loan.  
  

  Sunlight has taken all reasonable measures to accommodate ******************.  We encourage ****************** to satisfy the necessary assumption requirements so that the lender may execute her Assumption Agreement.
  If there are any other questions, please feel free to call Sunlight at ************.