ComplaintsforSunlight Financial, LLC

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally i had a contract with SunEdison back in 2015, they went out of business and i was replaced with another solar company. I been making payments to **************************************************** shows it is affiliated with Sunlight Financial. I been trying to get someone to assist me and no one has been able to help me. They give me the run around. I need to speak to someone ASAP as a payment was made on October for $500 and sent to the P.O referenced above.

  Business response

  12/15/2021

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

  **************** stated to Sunlight that he signed a contract for a solar energy system with SunEdison in late 2015 and, therefore,has been sending monthly payments to Sunlights mailing address in connection with the solar system. **************** alleges no one has contacted him to discuss the payments.
  

  Based on our investigation, and after discussing with ****************, Sunlight confirmed **************** does not have a loan facilitated by Sunlight. In fact, Sunlight has no record of **************** in our system, nor any business relationship with ****************. During our discussions with ***************, we identified that each time **************** sent in a payment to Sunlight,Sunlight returned the payment. **************** confirmed that he will no longer send any payments to Sunlight, as he is under no obligation by and between himself and Sunlight.
  
  If there are any other questions, please feel free to call Sunlight at ************.
  

  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I closed on a new home on November 3rd and am trying to assume the loan on the solar, which was part of the closing. As of this date I have received nothing from the company that has required my signature. I spoke with someone on November 16th about this issue. I received an email stating that the sellers had not signed the assumption agreement and that is had been sent to them that day. The company said they would contact me once the sellers had signed. I am supposed to be paying $199 per month for the solar. My fear is that once this is all resolved the company will require a massive payment for a service That I will no be able to use until I sign the assumption. I have made phone calls and sent emails and have Been completely ignored except for the one time and I find it hard to believe what they told me.

  Business response

  12/15/2021

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

  *** **** claims she closed on a new home, but the previous homeowners have not signed the assumption agreement (the Agreement) for the applicable loan for the solar system, which is attached as a fixture to the residence.  Sunlight requires *** **** to execute the Agreement to take over the loan. *** **** also claims that neither the previous homeowners nor Sunlight have attempted to get in contact with her to update her on the delay in the signing of the Agreement.
  

  Sunlight has taken the necessary steps to resolve this matter. A Sunlight representative communicated with *** **** on December 9, ****************************************************** **** had not updated her new email address in the Agreement, and, therefore, Sunlight could not send the Agreement to her correct email address. A Sunlight representative also contacted the previous homeowners to understand their delay in signing the Agreement. The Sunlight representative resent the Agreement to the previous homeowners for execution.On December 14, 2021, we confirmed that both *** **** and the previous homeowners have executed the Agreement. *** ****s payments will begin on December 21, 2021.  As such, Sunlight considers this matter closed.
  

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

  Customer response

  12/15/2021

  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:

  I was finally able to sign the assumption agreement on Monday. However, their claim that I had not updated my email address is false. My concern now is that I signed the assumption on December 13, 2021 and my first payment is due on December 21,2021. They have provided no information on where I am to make those payments. I emailed a ************************ and he responded by saying it will take a few days for them to process before I get that information. He said I will not be charged a late fee, but did not say anything about how this will affect my credit. I will not consider this complaint closed until I receive the payment information and an assurance that they will not file as a late payment with the credit reporting agencies. Thank you for your help in this matter.

  *** ****  

   

   

   

   

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

  
  Sincerely,
  
  *** ****  
  

  Business response

  01/05/2022

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

  
  On Wednesday, December 29, 2021, Sunlight contacted *** **** to inform her that her assumption agreement was complete,and that the servicer will not assess *** **** with any late charges for her account and will not report her as delinquent to any consumer reporting agencies with regard to her first payment.  Additionally, Sunlight sent *** ****s monthly payment invoice to the email address listed on file for *******. Sunlight also confirmed that *** **** made her monthly payment on December 30, 2021. For all future payment invoices, Sunlight confirmed the servicer will send all monthly payment invoices to *** ****.

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

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sunlight Financial had a 12 month promotional period of 0% interest. There was absolutely no communication from the institution for 12 months via email or regular mail regarding the loan. It was not until I made an account and logged onto their website did I start receiving email statements. The first statement I received from them was outside of the promotional period and with 22% interest added. I contacted them numerous times stating that it is unfair practice to not send the consumer their statement or notice of the status of their loan until it is outside of the promotional period. They insist that correspondence had been emailed to me monthly, of which I have absolutely no record. I log into their system and find correspondence that was addressed to me, which were NEVER sent to me (uploaded here). Whether it be a glitch in their system to not have sent correspondence appropriately, or it is their practice to not give the consumer the opportunity to pay off their loan in full prior to charging interest by generating BUT NOT sending correspondence, I do not know. But their lack of communication from the beginning and even after my multiple attempts to contact them to discuss the situation (to no avail, as I have not received a single call back), is sorely lacking, unprofessional, and is unfair business practice for the consumer, while dishonest profit gain for Sunlight Financial. I would like to ask for a billing adjustment to remove the interest and a refund of any paid interest (in attempts to keep my credit clean) due to their lack of effective communication. I have yet to receive a call form their relationship manager to voice this to Sunlight Financial even after at least 5 calls. Your assistance in this matter is appreciated. *I do not consent to the use my name or any identifying information in any posts on the website. Thank you.

  Business response

  12/02/2021

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

  
  As background, **************** executed a ************ System Long-Term Loan Agreement and Promissory Note on July 21, 2020 (the Loan Agreement) by and between **************** and her lender. The Loan Agreements terms stated *************** would have 12 months of deferred interest and would not be required to make payments during this promotional period (the Promotional Period).At the end of the Promotional Period, **************** interest rate of *****% would apply for forty-eight (48) months.
  

  **************** alleges that Sunlight failed to contact her at all during the course of the Promotional Period to inform her that the Promotional Period was ending and that her required monthly payments would be due upon termination of the Promotional Period. Based on our investigation, Sunlight and its servicer sent all required and applicable communication to **************** email address that she provided at loan application, and which was documented on the Loan Agreement. Notwithstanding, and in an effort to ensure **************** has a positive experience going forward, the lender has waived the outstanding interest on the account of $2,365.10, which pays off the remainder of the loan balance for ****************. As such, **************** has satisfied the terms of the Loan Agreement and owes nothing further to the lender. For the foregoing reasons, we consider this matter closed.
  If there are any other questions, please feel free to call Sunlight at ************.

  Customer response

  12/09/2021

  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

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They paid the solar company as complete in December of 2020. The work was not even close to installed. No batteries,no finished panels, missing inverter. This was paid as complete almost 3 months before a permit was even pulled from the county. As of today I still do not have any batteries. After 9months of calling in for assistance and being promised a supervisor would call me back (that never once happened), I am filing this complaint.. My credit is now ruined as I finally stopped making the payment as I will not pay $70,000 for something I do not have. I went from a credit score of over 700 to in the 500 range and it is only getting worse. They should have never completed this loan and they were told that it was not installed in the beginning and refused to do anything about it.

  Business response

  11/04/2021

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to this complaint by borrower, *****************************.
  Sunlight has tried to contact the installer ************* (Installer) for an extended period of time, yet we have not received any response.  In order to ensure ********************** receives a positive experience, Sunlight has engaged a third-party servicer (********) to complete the installation of ************* solar energy system (the System).  Unfortunately, ******** does not have an installer in ************** geographic region that is familiar with the *********** Batteries and Sol Ark Hybrid Inverters included in his System.  Sunlight continues to try to locate installers in ************* area who are familiar with these products.
  
  We understand ************** frustration surrounding the installation delays.  As a way to mitigate these issues, Sunlight will engage with the applicable credit bureau to remove any negative impacts on ************** credit report resulting from his solar loan. Additionally, ************** solar lender is willing to offer ********************** a 3-month deferral, with interest waived, to allow Sunlight time to find a reputable installer who can complete the installation of his System.  During this deferral period, ********************** is not required to make payments, interest will not accrue, and no derogatory remarks will be reported on his credit report.  We will contact ********************** once we locate an installer in his area who can complete the full installation of his System.
  
  If there are any other questions,please feel free to call Sunlight at ************.

  Customer response

  11/04/2021

  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:

  This sounds great but as of 11-3-2021 neither the 3rd party nor the loan company have any record of this. the 3rd party AES  was asked to get another quote to fix my system (which I had to hire someone else to do after waitng 3 months) and nothing on getting the batteries installed. Allin credit union still has my account in the defaulted status. as I have said before I would like to get this resolved and pay the loan but this just keeps getting kicked down the road. 3 months more seems to be on a loop. I do appreciate Sunlight at least responding to this. If they would only talk to me this could all have been avoided. 

   

   

   

   

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

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

  Business response

  11/18/2021

  Sunlight Financial LLC (Sunlight) takes seriously all customer complaints and appreciates the opportunity to respond to ***** ********** (**********************) response to the Better Business Bureau (BBB) on November 5, 2021.
  
  Sunlight confirmed with ********************** on November 18, 2021 that his solar system is functioning per system design.  Due to the installation and battery issues ********************** encountered, ************** solar lender is willing to offer him a 3-month deferral, with interest waived.  During this deferral period, ********************** is not required to make payments, interest will not accrue, and no derogatory remarks will be reported on his credit report. Sunlight will also engage with the appropriate credit bureaus to remove any negative credit remarks on his credit report in connection with any missed payments surrounding his solar system.  Sunlight and the installer are continuing to work with ********************** on the final outstanding issue surrounding his battery and will ensure ********************** either receives the battery in question or his loan is reduced to account for not receiving the battery.
  
  If there are any other questions, please feel free to call Sunlight at ************.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our solar panels through sunlight financial back in 2016. We signed a contract and had them installed and have been otherwise happy. Until we are now trying to sell our home and transfer the solar panels to the new buyer. I first called on 10/6/21 asking about the process of transferring the loans and the customer service rep said that since the loan was for less than $15,000 (balance is $14,300) we are unable to transfer the loan and the principal balance has to be due at the time of closing. This was the first we heard of this. She transferred me to some other department where I was on hold for 45min and then disconnected. I went to our contract again and read it at length, no such terms or conditions exist. For the duration of the loan we were not notified of any changes within our contract terms. I called back on 10/19/21 and asked to speak to someone and they transferred me to someone in the "main office." Who reiterated the $15k minimum for the transfer. I asked when these conditions were initiated and they were unable to provide this info. But she did tell me that she looked up our home and since it is listed for more than we bought it for it would only be about 2% of the sale price so we would have to pay for the loan at the time of closing in its entirety. I'm not sure when it became a solar company loan officers business about what we do with any %of our sale on our home but it was really off putting and informed her I would be contacting my attorney to deal with this further. On 10/26/21, I call with my attorney on the line to represent me and was shuffled around to department to department to be on hold for 30-45min at a time and got disconnected twice and then by the 4th person we spoke to, they couldn't find our account in the system. I asked to speak to supervisors and the litigation department and no one could talk to me. Sunlight financial has illegally changed the terms of our contract w/o our knowledge and is affecting our home sale.

  Business response

  10/29/2021

  Dear *** *********
  
  Sunlight Financial LLC (“Sunlight”) takes seriously all customer complaints and appreciates the opportunity to respond to your October 27, 2021 complaint filed with the Better Business Bureau.  Sunlight’s legal team investigated this matter thoroughly and we are willing to make an exception to allow you to transfer the loan to a new purchaser; however, as discussed, the new purchaser is required to complete a credit application to ensure they are approved for the remaining loan amount.
  
  If there are any other questions, please feel free to call Sunlight at *************

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON or about April 2020, I contracted with a company for the installation of solar panels. The solar panels was financed by Sunlight Financial. As of this date 8/31/21, the panels are on my roof, but are non operational, and the above company has been removing money from my account, even though I have informed them on numerous occasions, beginning last year, that the system was not turned on. The company is presently collecting $121.92 per mth. I have attempted to resolve this matter with Sunlight Financial. I have written letter to the CEO Matthew Potere, with no response. I have left messages for ****** ****-operations manager, without response. I have made numerous calls to telephone on record, and have received promises that a third party will finish work, but nothing has been done. During many of my calls, there has been some hesitancy, to provide and connect me with supervisors, and sometimes disrespectful workers.I would like the solar panels to be removed from roof, roof repair

  Business response

  09/21/2021

  Dear *** *******,
  
  Sunlight Financial LLC (“Sunlight”) takes seriously all negative customer reviews and appreciates the opportunity to respond to your September 1, 2021 review filed with the Better Business Bureau. Sunlight regrets that you had a negative experience with the installer of your solar panels. We understand that the installer’s subcontractor was able to connect your panels to the grid by September 18, 2021. Sunlight will follow up with you to discuss the activation of your panels to confirm all systems are properly functioning.
  
  If you have any further questions, please feel free to call Sunlight at *************

  Customer response

  09/25/2021

  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  I finally received  contact  with a ** ******. Yes the system has finally been turned on. ** ****** offered to repay the sum of $1000 for payments made, while the system was non operable.   Note I paid $1952.72. I have not received any reimbursement as of this time.The matter is not resolved

  Thank you.

   

   

   

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

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

  Business response

  10/08/2021

  Sunlight Financial LLC (“Sunlight”) takes seriously all negative customer reviews and appreciates the opportunity to respond to your September 29, 2021 complaint filed with the Better Business Bureau.  In addition to Sunlight arranging for your panels to be connected last month, Sunlight made the payment agreed upon between you and Sunlight.  That payment cleared our financial institution on October 5, 2021.  We trust that this matter is now resolved.

  Customer response

  10/14/2021

  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]Sunlight Financial has "NOT" resolved my complaint satisfactorily. Yes , they offered a settlement of payments, way beyond the amount which I paid. I accepted the payment, as I was tired, and exhausted  from  fighting. (i have been fighting this company since May 2020) I would like my complaint to be posted. 

  Thank you,

  ******* *******

   

   

   

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

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

*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. ↩