ComplaintsforSunlight Financial, LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vision Solar came to my house offering solar panels that were not authorized since I never signed since according to them the system was giving problems and they failed with a contractor to cut down some trees and I was also paying for some plates that were not in function.

  Business response

  07/16/2024

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by ************************* (Borrower).
  
  As background, the Borrower entered into a ************ System Long-Term Loan Agreement and Promissory Note with ***************** Union (Lender) executed on September 17, 2021 (Loan Agreement or Loan). The Borrower also assented to and entered a Residential Sales Agreement on September 17, 2021 (Installation Agreement) with Vision Solar (Installer) for the installation of a solar panel system (System). 
  
  The Borrower claims that she does not speak English well and that she did not sign the Loan Agreement. As a threshold matter, Sunlight is in possession of both the Loan Agreement and Installation Agreement,both of which are fully signed and initialed by the Borrower. The signatures on the agreements were executed using DocuSign, a program that electronically and securely delivers documents to recipients via their email address, and subsequently records when a document is opened and signed. Accordingly, Sunlight states that the agreements were validly and properly signed by the Borrower.
  Unfortunately, regarding the English language barrier alleged by the Borrower, Sunlight states that nothing was noted in the Borrowers file from the Installer to indicate that English was not the first language of the Borrower, and the claim cannot be corroborated as the Installer is now out of business.  Further,Sunlight states that it was unaware of any language issues or claims from the Borrower until she informed Sunlight on a June 11, 2024, phone call that her English was limited, which was over 2 years after the Loan Agreement and Installation Agreement were signed. Despite claiming that she did not understand the terms and did not sign the Loan Agreement, the Borrower has made 25 payments toward the balance of the Loan.
  Additionally, the Borrower claims that tree trimming services were not provided as agreed with the Installer. Please note that based on two telephone calls with Sunlight customer service on June 11, 2024, and June 26, 2024, the Borrower was correctly advised that Sunlight does not provide tree trimming services. Further, there is nothing in the Borrowers Installation Agreement that includes tree trimming as part of the scope of work for the System installation. If the Borrower desires to have trees on her property trimmed, she is fully responsible for the service.
  Despite claiming that she did not sign the Loan Agreement, the Borrower also claims that she is paying for platesthat do not function. Sunlight assumes that the Borrower is referring to the solar panels that are part of the System. Sunlight notes that on September 10,2022, the Borrowers System received permission to operate status (PTO) from National Grid, which allows for interconnection with the utility grid. Further,the Borrower was also notified on the June 11, 2024, phone call that if the System was allegedly experiencing production issues, she needed to contact the manufacturer of the inverter for her System, Enphase.  
  If the Borrower has any additional questions or concerns, she may contact Enphase at **************.
  
  Thank you.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Sunlight Financial worked in conjunction with *********** to finance and install a solar panel system on my home 22 months ago. *********** went bankrupt before final connection of the system to the utility power. Sunlight Financial assigned the $48,000 loan to Addition Financial. I have been making monthly payments for nearly two years with no beneficial use of the solar panel system. Sunlight has been promising to get the system operable time and time again, but still not operable to date. Time has come now to pay a $13,500 tax credit to Addition Financial for a solar panel system that has not yet been connected for operation. I did not file a complaint within a year because Sunlight financial kept promising to resolve the connection issue for permission to operate by the electrical utility and the local electrical inspector.

  Business response

  07/11/2024

  July 11, 2024
  

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

  Sunlight Financial LLC ("Sunlight")takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by ************************* ("Borrower" or "****************").
  
  As background, the Borrower entered into a ************ System Long-Term Loan Agreement and Promissory Note with Addition Financial ****** Union ("Lender") executed on July 14, 2022 ("Loan Agreement" or "Loan"). The Borrower also entered into a Purchase and Installation Form with *********** ("Installer") that was executed on July 14, 2022 ("Installation Agreement"), for the installation of a solar system ("System").  At all times, the only parties to the Loan Agreement were the Borrower and Lender, and the only parties to the Installation Agreement were the Borrower and the Installer.  
  
  As an initial matter, the Loan was funded in accordance with the terms outlined in the Loan Agreement.  Sunlight received confirmation from the Installer that the System was installed on or around August 24, 2022.  The Loan Agreement states that payments begin approximately sixty (60) days after installation of the System.  As such, payments properly commenced on or around October 24, 2022.  The Borrower states that his System has not received "permission to operate"("PTO"), which allows the System to connect to the energy grid.  While Sunlight acknowledges that the System has not received PTO, this does not negate the payment obligation under the Loan.  The Loan Agreement explicitly states that the System does not need to be connected to the energy grid or operable to be considered installed for the purposes of the Note. 
  
  Though the Loan funded on legitimate grounds,Sunlight was and remains sympathetic to the Borrower's situation.  Sunlight enlisted an alternate installer 365 Pronto ("Pronto") to assist in getting the System to PTO, despite being under no contractual obligation to do so. On May 1, 2024, Pronto confirmed that they completed a system assessment and provided a quote to get the System to PTO. This quote has been approved and Sunlight and the Lender will work jointly to get the System to PTO at their expense.  Completion of the project will be contingent upon the Borrower's signing of a settlement agreement, which is currently being drafted and will be sent to the Borrower within the coming weeks.  Sunlight will reach out to the Borrower regarding next steps.
  
  If the Borrower has any additional questions or concerns, he may contact Sunlight directly at **************.      

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My solar panned where installed December 2021. The roof was replaced all brand new February 2020. Since instillation the pannes have not worked but they sure are taking my monthly payment. I'm also having to pay an electric bill. My roof has been 'repaired' 5 times and still my ceilings are being destroyed by water marks. This company has known my panels don't work and have done nothing. I've emailed. I e called. I would like either all my money refunded and panels removed or every dang thing fixed. This is outrageous.

  Business response

  07/03/2024

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint filed by ************************* (******************) in relation to a loan undertaken by his wife, ******************* (********).
  
  As background, the Borrower entered into a ************ System Long-Term Loan Agreement and Promissory Note with *********** Bank (Lender or CRB)executed on August 16, 2022 (Loan Agreement or Loan). As a New Jersey chartered, FDIC-insured bank, CRB offers credit products through its strategic marketplace lending platform partners, including Sunlight, pursuant to its bank charter and Section 27 of the **************************** Act (64 Stat. 873). CRB originates such loans as the lender of record in accordance with its credit criteria and applicable laws, rules, and regulations. Sunlight receives and facilitates borrower credit applications on behalf of *********** Bank and other lenders and oversees third-party servicers that directly service borrower loans.
  
  The Borrower also entered a Residential Sales Agreement (Installation Agreement) executed on August 16, 2022, with Vision Solar (Installer) for the installation of a solar system (System). 
  
  ****************** claims that the System does not work, is incomplete, lacks proper permitting and that the 2020 installed roof on the property sustained damage during installation. As an initial matter, the panels for the System were installed in December of 2022, not December 2021 as alleged by ******************. Additionally, the System received permission to operate (PTO) status on March 18, 2023, which allows for interconnection to the utility grid and makes the System operational. However,a site visit occurred on February 6, 2024, to assess the performance of the optimizers on the System, which were ultimately remediated remotely by SolarEdge, the manufacturer of the inverter for the System. The optimizer issue occurred from August 2023 through May 2024, but the System was generating electricity during this time, resulting in an average of 866 kWh per month. This average considers certain variables in solar production, including, but not limited to, seasonal weather changes, shading, geographic location and consumption fluctuation. Following the adjustment to the optimizers, the month of June produced approximately ***** kWh, which is reasonable for a System of this size given the summer month of June and reduced usage.  
  
  It appears that ****************** and the Borrower communicated with the Installer regarding their claims of roof damage, and a series of subsequent repairs were conducted. Sunlight was not involved in any of these communications and therefore had no knowledge of the alleged roof or ceiling damage until receipt of the current BBB complaint. Sunlight recommends that ***************** and the Borrower contact their homeowners insurance company for assistance with the alleged damage as the Installer is now out of business.  
  
  If ****************** or the Borrower have any additional questions or concerns, they may contact Sunlight at ************.
  
  Thank you,
  Sunlight Financial 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sunlight Financial is the financing company that was partnered with Vision Solar. Both companies have been working together, selling and installing solar panels in an illegal manner. My panels were installed 2 years ago without permit and still not functioning. Vision solar company filed for bankcruptcy and so did Sunlight financial, yet they are still requesting their payment for this illegal product. They sent a Docusign attempting to release their liability which I have not agreed to, and still have not assisted in solving the issue of their illegal product on my new roof. I am requesting resolution of the issue by either legalizing the panels or cancelling this loan they are trying to collect without provision of the product I signed up to receive and pay for.

  Business response

  06/27/2024

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint filed by *********************** (Borrower).
  
  As background, the Borrower entered into a ************ System Long-Term Loan Agreement and Promissory Note with ***************** Union (Lender) executed on August 24, 2021 (Loan Agreement or Loan). Thereafter, on June 21, 2022,a new loan agreement (Updated Loan Agreement or Updated Loan) was executed with **************** (Current Lender or CRB) that cancelled and superseded the prior Loan Agreement. As a New Jersey chartered, FDIC-insured bank, CRB offers credit products through its strategic marketplace lending platform partners, including Sunlight, pursuant to its bank charter and Section 27 of the **************************** Act (64 Stat. 873). CRB originates such loans as the lender of record in accordance with its credit criteria and applicable laws, rules, and regulations. Sunlight receives and facilitates borrower credit applications on behalf of **************** and other lenders and oversees third-party servicers that directly service borrower loans.
  
  The Borrower also entered a Residential Sales Agreement (Installation Agreement) executed on August 24, 2021, which was subsequently modified on June 17, 2022 (Updated Installation Agreement), with Vision Solar (Installer) for the installation of a solar system (System). 
  
  The Borrower claims that Sunlight and Vision Solar colluded together to sell and install solar panels in an illegal manner.  Sunlight vehemently disagrees with this baseless opinion and states that it is not colluding to conduct illegal sales with Vision Solar or any other solar installer with whom Sunlight works and will vigorously defend itself from false allegations.
  
  Regarding the Borrowers claim that his System installation is incomplete and lacks proper permitting, Sunlight states that it previously offered to assist the Borrower achieve permission to operate (PTO) status for his System upon the bankruptcy of the Installer. A site visit was conducted to assess the System; however, Sunlight did not receive the required waiver from the Borrower that allows an alternate installer to perform work on the System.  
  
  Moreover, the Borrower, Sunlight and the Current Lender have fully settled this dispute in a private forum as of June 27, 2024.
  
  If the Borrower has any additional questions or concerns, he may contact Sunlight at ************.
  Thank you. 

  Customer response

  06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vision solar installed solar panels on my roof last May. I was waiting for the inspection to be completed and solar turned on when vision solar went out of business. Sunlight Financials the loan for the installation. Now today June 12 2024 Sunlight called to tell me that I need a new roof and they can't go forward with the installation. But I still have to pay the loan although I never received solar light. ??

  Business response

  06/14/2024

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to your complaint.
  
  As background, our records show that you entered into a ************ System Long-Term Loan Agreement and Promissory Note with *********** Bank (Lender or CRB) executed on June 7, 2023 (Loan Agreement or Loan). As a New Jersey chartered, FDIC-insured bank, CRB offers credit products through its strategic marketplace lending platform partners, including Sunlight, pursuant to its bank charter and Section 27 of the **************************** Act (64 Stat. 873). CRB originates such loans as the lender of record in accordance with its credit criteria and applicable laws, rules, and regulations. Sunlight receives and facilitates borrower credit applications on behalf of *********** Bank and other lenders and oversees third-party servicers that directly service borrower loans.
  
   You also assented to and entered a Residential Sales Agreement on June 7, 2023 (Installation Agreement) with Vision Solar,LLC (Contractor) for the installation of a solar panel system (System). 
  
  In your complaint, you state that the Installer did not complete the installation of the System. Sunlight is aware that the Installer is no longer in business and in early January 2024, began to engage in borrower outreach to assist those borrowers whose systems had not achieved permission to operate (PTO) status.  On February 21, 2024, the alternate installer,********* conducted a site visit to assess your System. Upon completion of the site visit, SunnyMac provided a remediation quote to Sunlight enumerating the identified repairs. In addition to the System repairs, ******** noted that the roof on the property appeared to be quite old, in disrepair and recommended that a full roof replacement take place prior to them conducting any work on the System. They also noted squirrel damage to the wiring of the System and under the System modules. Based on this information, Sunlight recommends that you contact your homeowners insurance regarding coordination of the roof replacement prior to any work being conducted on the System by an alternate installer. Otherwise, you could individually opt to replace the roof of your own accord.
  
  On May 17, 2024, Sunlight was contacted by your loan servicer, who reported that you were unhappy that the System had still not achieved PTO despite prior complaints. Shortly thereafter, you filed a complaint with the ***** In response, Sunlight called you on May 24, 2024,and stated that it was attempting to complete your project and requested a copy of your utility bill to enable next steps. Sunlight is now in receipt of the requested utility bill and has requested that you sign and return a waiver that was sent via email. As a site visit has already occurred and the scope of work identified, the next step to completing the process is for you to address the roof replacement and squirrel damage. Thereafter, Sunlight and its alternate installer will be able to move forward with System repairs.
  
  In addition to the System related claims, your complaint asserts that Sunlight improperly reported your loan to the ********************** (CRAs), however, the Loan Agreement specifically states that  We may report information about your performance under this Note to credit bureaus (and other parties). As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit. Late payments, missed payments or other defaults on this Note may be reflected in your credit report.   
  
  Finally, your complaint claims that there is lien on your home. Please note that the Lender has a security interest in the panels affixed to the property and not a lien on the property itself. The Loan Agreement specifically states that You understand and agree that we may make a fixture filing covering the Equipment. You further understand and agree that, at our election, we may enforce rights in the Equipment under the Uniform Commercial Code (***) and/or under state real estate or mortgage law. Accordingly, the Lender was within their legal and contractual rights to enforce the Loan Agreement and file the *** lien with the Borrowers local registry of deeds office.
  
  If you have any additional questions or concerns, please call Sunlight at ************.  

  Thank you

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I refinanced and had a check sent totalling $42842, by there own documents show a refund on 3/28 as per the uploaded documents it is now 6/5 and they have still not issued a refund totaling $7367. They claim that there refund process is ***** days. They will not tell me why a refund hasn't been issued. What reason would they possibly have to hold the refund of an overpayment besides continuing to hold my money for there use for 2 months? I believe this is ridiculous!

  Business response

  06/14/2024

  
  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by ************************* (Borrower).
  
  The Borrower paid his loan in full on March 28, 2024,however, the Borrower overpaid and as such a refund was submitted for processing. The Borrower claims that the refund process takes too long because he still has not received his funds. Sunlight states that the Borrower originally named the payee for the refund as ******, but then later changed the payee to himself. The change in payee delayed the refund process, which typically takes between ***** business days. However, Sunlight determined that the Borrowers refund process is complete, and as such, the Borrower should receive his funds shortly.
  
  If the Borrower has any additional questions or concerns, he may call Sunlight at ************.  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had solar panels installed by a company who has since filed for bankruptcy, Vision Solar. The financing of the solar panels was through Sunlight Financial, and Addition Financial is responsible for the collection of payments. I am being charged by Addition Financial to pay additional monies in connection with the 'contract' with Vision Solar; however, the installed solar panels are not producing. I am paying for a product which is not working. I have requested several times to both companies to assist me in the process of removing the non-functioning solar panels. In both occasions, both Sunlight Financial and Addition Financial are not assisting me with this problem. Rather I am being held accountable to continue to pay for non-producing solar panels. I have attempted to have a secondary solar provider facilitate the service of these panels, yet no solar company in my area is willing to assist, as the company which originated the installation is no longer in business. I have requested to have these removed from my property and cease all further financial/legal obligations. Both Sunlight Financial and Addition Financial are not responsive and are not providing me with any alternative solutions. I am requesting assistance to dissolve this financial 'relationship' as soon as possible. Thank you.

  Business response

  06/14/2024

  Dear *****,
  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by borrower, ******************* (Borrower or *** ************** background, the Borrower entered into a ************ System Long-Term Loan Agreement and Promissory Note with Addition Financial ************ (Lender)executed on September 2, 2021 (Loan Agreement or Loan).  The Borrower also entered into a Residential Sales Agreement with Vision Solar LLC (Installer) that was executed on September 2, 2021 (Installation Agreement), for the installation of a solar system (System). At all times, the only parties to the Loan Agreement were the Borrower and Lender,and the only parties to the Installation Agreement were the Borrower and the Installer.   
  
  Sunlight disagrees with Borrowers allegation that the System is not producing and declines her request to cancel the Loan Agreement.  As an initial matter, the Loan funded in accordance with the terms outlined in the Loan Agreement.  Sunlight received confirmation from the Installer that the System was installed on or around September 20, 2021.  The Loan Agreement states that monthly payments begin approximately sixty (60) days after the System is installed.  As such, monthly payments commenced on November 21, 2021 pursuant to the Loan Agreement.  Furthermore, the Loan Agreement explicitly states that the obligation to pay the Loan is independent of the System's performance.  The Loan Agreement further states that the Borrower is solely responsible for the maintenance and operation of the System.  Production concerns, whether real or perceived, are not grounds for cancellation of the Loan.
  
  In response to ********'s complaint, a Sunlight manager spoke to the Borrower on June 6,2024 and provided the Borrower with access to the inverter manufacturer SolarEdge's portal, which allows the Borrower to monitor and review her System's production.  While the Installation Agreement does not contain a production estimate or guarantee,Sunlight determined that the System is producing extremely well with a lifetime production of ***** MWH and no error alerts. Sunlight also followed up with the Borrower's utility company on June 11, 2024, who confirmed that the Borrower's System does have "permission to operate" ("PTO"), which allows the System to connect to the energy grid.  The utility company also verified that the Borrower has a bi-directional meter and that her account is setup properly for solar.  Based on these facts, Sunlight has determined that the System is producing as intended.  The Sunlight manager has provided her contact information to the Borrower and advised that she is happy to assist with any questions or concerns regarding solar credits and incentives.   
  
  If the Borrower has any additional questions or concerns, she may contact Sunlight at ************.  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  utilized Sunlight Financial to finance a Solar Project for my home. Funds were not to be disbursed until project was complete and the solar system was properly installed. Solar contractor put panels on the roof and sent photo to sunlight financial and told them that they system was installed. Sunlight financial did not confirm with the customer (me) that the system was actually installed and disbursed funds. i am now left with a contractor that does not seem like they are going to finish the project, a nonfunctional solar system, and an extra payment to a company that financed an incomplete system. I would like for Sunlight to get the funds back from Texas Warrior, until the project is complete.

  Business response

  06/12/2024

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by ***************************** (Borrower).
  
  As background, the Borrower entered into a ************ System Long-Term Loan Agreement and Promissory Note with *********** Bank (Lender or CRB) executed on January 4, 2024 (Loan Agreement or Loan). As a New Jersey chartered, FDIC-insured bank, CRB offers credit products through its strategic marketplace lending platform partners, including Sunlight,pursuant to its bank charter and Section 27 of the **************************** Act (64 Stat. 873). CRB originates such loans as the lender of record in accordance with its credit criteria and applicable laws, rules, and regulations. Sunlight receives and facilitates borrower credit applications on behalf of *********** Bank and other lenders and oversees third-party servicers that directly service borrower loans.
  
  The Borrower also assented to and entered a Residential Sales Agreement on January 4, 2024 (Installation Agreement) with Texas Warrior LLC a/k/a Solar Warrior LLC (Installer) for the installation of a solar panel system (System). 
  
  The Borrower claims that the funds for the System were not to be distributed until the project and the solar system was properly installed and that the installation was never completed. Sunlight respectfully disagrees. The Borrowers utility company, AEP Texas, issued permission to operate (PTO) status to the System on February 18, 2024, which allows for interconnection between the System and the power grid. The Loan Agreement states under the "Summary of Key Loan Terms" that the loan ("Loan") will be funded upon installation and payments will be due approximately sixty (60) days after the System is installed. The Loan Agreement also states that the Borrowers obligation to repay the Loan is independent of the System's performance. Furthermore, the Loan Agreement clearly states on page 1 of ************************************************************************************* order to be considered installed for the purposes of the Note. The Borrower's assertion that the System must be operational and that she must confirm the installation is inaccurate. Rather, the Loan Agreement states that upon our (Lenders) request and after the System is installed and operational, the Borrower agrees to sign a completion certificate confirming installation and operation. However, the certificate is not mandatory or a necessary part of the loan funding process. Given this information, the Loan was properly booked, and repayment obligations began pursuant to the terms of the Loan Agreement.
  The Borrower also takes issue with the lien on her house. Please note that the Lender has a security interest in the panels affixed to the property and not a lien on the property itself. The Loan Agreement specifically states that You understand and agree that we may make a fixture filing covering the Equipment.You further understand and agree that, at our election, we may enforce rights in the Equipment under the Uniform Commercial Code (***) and/or under state real estate or mortgage law. Accordingly, the Lender was within their legal and contractual rights to enforce the Loan Agreement and file the *** lien with the Borrowers local registry of deeds office.
  
  Sunlight has been informed by the Installer that it is opting to cancel the Borrowers Loan with Lender, which will result in a zero balance to the Borrowers Loan. Further, the Borrower should expect to be reimbursed for the payments that were made while the Loan was active. 
  
  If the Borrower has any additional questions or concerns, she may call Sunlight at ************.  

  Customer response

  06/17/2024

  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]

  We have attempted to contact sunlight financial on numerous occasions beginning in March of 2024. We spent over an hour and 10 minutes on the phone with an ******************************* in an attempt to get transferred to speak to a manager. He refused and refused to allow us to speak to the supposed assigned relationship manager *************************. He stated he could see a *********************** and that they also refused to speak with us. **************** hung up on us. We called back and spoke to a ******** who refused to provide any other identification and also refused to allow us to speak to a manager . We were on the phone with her for another 35 minutes prior to termination of the call. We were lied to on several occasions from the representative stating they didnt have a supervisor or that they cant transfer etc. they have continually displayed unethical and immoral practices in their lending and clearly do not care about their customers.

  In furtherance of description of the background of the situation.  What kind of lending company favors the construction contractor and provides full payment prior to completion of projects? Furthermore a courtesy phone call at a minimum should have been provided to ensure the proper completion of the project and protect the interests of their clients.   Sunlights actions of fund dispersal prior to completion removes any leverage to the completion of the project. As this was not. The contractor has now decided to cancel the contract and abandon it. Resulting in damage to my property that more than likely will not be repaired due to project abandonment.

  As for AEP stating the system was complete is completely inaccurate. They looked at the inspection report provided by the city of mission on the electrical permit and provided permission to operate based off incomplete information. Majority of the work that was done was never permitted by the city of mission. And the solar meter was never installed as AEP could not install the solar meter with the panels not installed.  So it is not a matter of the solar system not producing. It is a matter of the system was not installed and funds were distributed based off fraudulent information. 
  

  Additionally as the solar panels are enphase the completion of the solar system is when the system is commissioned. As my husband is a certified enphase installer we can confirm that this constitutes the completion of installation. This commissioning was never done nor could it be as again AEP could not install the meter since the panels and inverters were not installed.

   

  we would like the documentation provided to sunlight financial by Texas warrior LLC for the cancellation of the contract as well as the reason they provided.

  we need documentation showing that the loan and all of its terms are cancelled and we no longer have any liability to sunlight financial.

  we need all payments already paid to sunlight financial reimbursed.

  we would like a phone call from the relationship manager or his supervisor.

  This Would satisfy the complaint.

   

   

   

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

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

  Business response

  06/28/2024

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by ***************************** (Borrower).
  
  As the Borrower is aware, her loan from **************** for the purchase and installation of her solar panel system, was cancelled by the installer, Texas Warrior LLC a/k/a Solar Warrior LLC, on June 21, 2024. Sunlight is not aware of the reason for the cancellation and recommends that the Borrower contact the installer if she requires additional details regarding why the loan was cancelled.
  
  The Borrower now asserts a new, unfounded claim that the project was abandonedby the installer. However, records indicate that the installer made multiple return trips to the Borrowers property to assess and remediate issues and claims of damage expressed by the Borrower. Therefore, it is disingenuous to claim that the project was abandoned as repeated efforts were made to address and resolve the Borrowers concerns.
  
  The Borrower also appears to take issue with the installer canceling the loan and uses this to further support her abandonment claim. Please note that nothing in the loan agreement or installation agreement prevents the installer from cancelling the loan and causing the Borrower to be refunded for payments previously made on the loan. The Borrower was sent a loan cancellation notice via email on June 21, 2024, which addresses the concerns of the Borrower pertaining to evidence that the loan has in fact been cancelled. As previously explained,the Borrower will receive reimbursement for all funds paid to the lender while the loan was active, however, this is not an instantaneous process and may take up to ***** days to complete.
  
  Despite the loan cancellation, the Borrower continues to assert that funds were improperly released to the installer and takes issue with the lack of a courtesy phone call from Sunlight confirming installation of the system before releasing funds. As previously explained, the loan agreement states that upon our (Lenders) request and after the System is installed and operational, the Borrower agrees to sign a completion certificate confirming installation and operation. However, the certificate is not mandatory or a necessary part of the loan funding process. Likewise, a courtesy call to the Borrower is not a prerequisite for the lender to release the loan funds to the installer.  
  
  Finally, the Borrower claims that that both she and her husband, who is allegedly a certified Enphase installer,can determine proper installation and commissioning of the system for themselves and claim that installation was incomplete, and commissioning did not occur. However, please note that the express terms of the loan agreement govern the installation process and not the assessment of the Borrower or her husband. Accordingly, and as previously stated, the loan was properly booked, funds disbursed, and repayment obligations commenced pursuant to the terms of the loan agreement.
  
  Please note that the loan is cancelled and reimbursement for prior payments made on the Loan are being processed. Sunlight considers the matter closed.
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had ************************* install my solar panels, Jan 4th, 2019. and my loan with Tech CU ************************* was established Feb 22 2019, first payment was April 23, 2019. I have since made every payment to current as of today's date 6 May 2024. I was informed by PGE after I called about a 2K+ true-up bill, that they are not receiving a signal for the power from the solar since Feb 2023 and that is why I am receiving such a high bill. I then proceeded to call the solar company and found out ************************* went bankrupt and that Sunlight Financial took over? I have been calling and emailing them for months and they admitted to turning the signal OFF because of nonpayment??? I stated to them I can send every statement to them to show every payment since loan was open. THEY REFUSED. I keep getting told they will escalate this to a "RELATIONSHIP MANAGER" and NO ONE has called me. I was told to turn the system back on (flip a switch) I can pay them upwards of $600 for a service call that is not needed because they turned it off in the first place. I have 100% proof of payment, but they refuse to turn the signal on unless I pay them more money. this is FRAUD. I am a disabled veteran and sometimes use a wheelchair and use the heat and the air to regulate my house so my injures do get exacerbated to where I can't walk. I have spoken with *********************** (they have the loan) and spoke with the head of the collections ***** that would have the FINAL say as to shut off of power and she said that she *****************************, NEVER sent nor did her office send a notification to SUNLIGHT Financial to stop the signal for my solar. I am desperate to get this taken care of since I am in the process of selling my house but can't until this is handled. Please help me

  Business response

  05/21/2024

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by *************************** (Borrower).
  
  As background, the Borrower entered into a ************ System Long-Term Loan Agreement and Promissory Note with ***************** Union (Lender or TCU)executed on November 20, 2018 (Loan Agreementor Loan).
  
  The Borrower also assented to and entered into a Home Improvement Quotation and Contract with PD *********** (Installer)executed on November 27, 2018 (Installation Agreement) for the installation of a solar system (System). 
  
  The Borrower claims that she received a 2K+ true-up bill from her electric utility, PGE, who subsequently informed her that her System had not produced a signal since February 2023.Thereafter, the Borrower states that she discovered that the Installer was out of business and claims that Sunlight took over, but they were non-responsive to her attempted contacts over the course of several months. The Borrower further claims that Sunlight turned off her signal due to non-payment of her loan and refused to accept her statement that she made every payment. 
  Sunlight investigated the Borrowers claims and determined that the Borrower was misadvised regarding the alleged deactivated status of the System. Sunlight confirmed that the Borrower is current on her Loan payments, however, the inverter on the System needs to be replaced; at no point was the System remotely deactivated based on a delinquent loan status. Sunlight apologizes for the error and can confirm that a new inverter is scheduled to be installed at the property by a third-party solar installer, ********** on May 22, 2024. Please note that Sunlight is covering the cost of the new inverter, however, moving forward the Borrower is responsible for maintaining the System and should contact the manufacturer of her inverter,SolarEdge, for any system or production issues. SolarEdge can be reached at **************.
  If the Borrower has additional questions, she may contact Sunlight at **************. 

  Customer response

  05/23/2024

  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]

   I am seeking reimbursement for a majority of the true up bill due to the lack of communication either in email, certified mail or even a phone call from them stating the system is off. I received nothing from them and as a disabled veteran I feel I have been taken advantage of and the stress has taken a major toll on my health

   

   

   

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

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

  Business response

  06/13/2024

  
  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by *************************** (********).
  
  In this second BBB complaint, the Borrower asserts that Sunlight should reimburse her for the true-up bill that she received from her utility company (PGE), based on her belief that she was not made aware that her system was off. As previously stated, the Borrowers system was not turned off, but rather had a bad inverter that was replaced at no cost to the Borrower on May 22, 2024. that she received from her utility company (PGE), based on her belief that she was not made aware that her system was off. As previously stated, the Borrowers system was not turned off,but rather had a bad inverter that was replaced at no cost to the Borrower on May 22, 2024. Maintenance of the system is the responsibility of the Borrower,not Sunlight, and there is no way that Sunlight could have known that the inverter required replacement absent a site visit. Please note that, even though maintenance is the Borrowers responsibility, Sunlight covered the cost of a new inverter for the Borrower as a courtesy. Accordingly, Sunlight respectfully declines to reimburse the Borrower for the true-up bill from PGE.
  Further, absolutely none of Sunlights decisions or actions toward the Borrower are distinguishable as compared to any decisions or actions directed at other borrowers with whom Sunlight interacts. To be quite plain, Sunlight did not discriminate against the Borrower by taking any actions or making any decisions regarding the Borrower or her account based on her protected status as a disabled retired veteran. Furthermore, absolutely none of the actions taken by Sunlight were intended to take advantage of the Borrower, and Sunlight supported her to get a functioning system.

  
  If the Borrower has additional questions, she may contact Sunlight at **************. 

  Thank you.

  Customer response

  06/21/2024

  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]

   

   

   

   

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

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

• Initial Complaint

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have not received a statement since February. I want to know how much I'm paying toward the principle. I feel that i i don't have any information about my loan. I tried calling today at 1:15pm and my call was never answered. I stayed on the phone for 2 and a half hours. Why cant I get any customer service!!!

  Business response

  05/22/2024

  Dear ************,
  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity
  to respond to this complaint by ******************* (Borrower or ************).
  As background, the Borrower entered into a ************ System Long-Term Loan Agreement and
  Promissory Note with *********** Bank (Lender or CRB) executed on June 26, 2017 (Loan Agreement
  or Loan). As a New Jersey chartered, FDIC-insured bank, CRB offers credit products through its strategic
  marketplace lending platform partners, including Sunlight, pursuant to its bank charter and Section 27 of
  the **************************** Act (64 Stat. 873). CRB originates such loans as the lender of record in
  accordance with its credit criteria and applicable laws, rules, and regulations. Sunlight receives and
  facilitates borrower credit applications on behalf of *********** Bank and other lenders and oversees thirdparty servicers that directly service borrower loans.

  Sunlight disagrees with Borrowers complaint that Sunlight has not issued a billing statement since
  February 2024 and that he was subjected to two and a half hour hold time. Sunlight's records show that
  the Borrower called twice on May 6, 2024 and that he was on hold for both attempts. Sunlight apologizes
  for any inconvenience that the Borrower experienced as our **************************** ("Account
  Servicing") was dealing with an unusually high call volume on that date. However, Account *********'s call
  records show that the Borrower was on hold for 57 seconds during the first call attempt and five minutes
  and one second (5:01) for the second call attempt. These hold times were longer than usual, but no where
  near the two and a half hour hold time that the Borrower is alleging.
  Account Servicing also confirmed that Borrowers billing statements have been mailed monthly to the
  ********'s address on file. Billing statements were mailed on February 18, 2024, March 20, 2024, and
  April 19, 2024. ******** may also access his billing statement and payoff information on the online
  Account Servicing portal. Account Servicing attempted to reach the Borrower about the billing statements
  and answer his questions on May 8, 2024, May 10, 2024, May 14, 2024, and May 16, 2024, but reached a
  voicemail on each attempt. Sunlight encourages the Borrower to return Account *********'s calls at **** ******** for further assistance.
  If the Borrower has any additional questions or concerns, he may contact Sunlight at ************.

*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. ↩