Complaints

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

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  Launch Servicing, LLC

  5109 S Broadband Ln Ste 400 Sioux Falls, SD 57108-2241

• 

  Launch Servicing, LLC

  PO Box 91910 Sioux Falls, SD 57109-1910

• 

  Launch Servicing, LLC

  6009 S Sharon Ave # 105 Sioux Falls, SD 57108-5753

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:10/14/2024

  Type:Billing 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.

  8/24/24 SunPower representative gave time frame for solar lease transfer of 5-10 days on average with a maximum of 30 days per our contract
  8/26/24 home under contract
  9/4/24 After our inspection period was done and the buyers agreed to move forward, we tried to transfer the solar lease, only to find that we could not reach anyone on the phone and could not find online options
  9/11/24 after looking on multiple websites (I believe there were a total of 4) filed for solar transfer online via online portal
  Between 9/12/24 & 9/24/24, my wife & I called multiple times to multiple phone numbers,
  getting disconnected, hung up on, and put on indefinite hold for over 3 hours
  9/24/24 finally reach a representative with Launch Servicing LLC ,after reading a Reddit forum, that explained to me that the lease transfer would take 30-60 days, and that our contract with SunPower meant nothing. Would not put anything in writing, would not let me talk to a supervisor, and was extremely unsympathetic to the fact that I had been told 5-10 days, that my contract stated 30 days, and that I would miss my closing by over a month if they could even stay on the 60 day timeframe they weren't even willing to guarantee. He also mentioned that I should "Just buy it out" because that would be "easier and quicker"
  10/7/24 Reached the most helpful person that my wife or I had been able to connect with since the entire instance started. She let me know that we had multiple ticket numbers entered, rather than just one. This was something that made it much more difficult to get things done and seemed to be on purpose in my opinion. She also escalated our ticket to her managers, something we were told was done previously, but she confirmed had not been
  10/10/24 30 days after our filing online, and no transfer was complete. Still no commitment on when it will be done, and no new information. My wife and I have been belittled, hung up on, disconnected, and simply treated horribly with a few exceptions.

  Business Response

  Date: 10/25/2024

  We appreciate your concerns and the opportunity to address them. On October 25th, 2024, a letter was mailed to the customer to address their concerns.

  Customer Answer

  Date: 10/25/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/14/2024

  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.

  Launch Servicing notified me that I am entering the repayment phase of my student loans. They had the wrong graduation date, I confirmed with the lender that I am supposed to graduate in 2025. I sent the company proof that I was still in school and disputed the error to Transunion. Transunion informed me that the company did not agree with the information I submitted despite having proof that I submitted that I was still in school and was supposed to be in the deferment phase. They continue to report to the credit bureaus that my account is in delinquency and is affecting my credit. I was told to submit a complaint to the Better Business Bureau against the company.

  Business Response

  Date: 10/24/2024

  We appreciate your concerns and the opportunity to address them. On October 24th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:10/07/2024

  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.

  I sold the house that the solar panels are associated with. A wire was sent to them in the amount owed on 8/16/2024. I have contacted customer service at least 3 times to try to get this taken care of and I am still receiving calls almost every day about my account being past due. Today I received an email stating that the system will be shut off due to nonpayment. I do not understand how it has been over a month and half since the wire was sent over and it has not been updated as paid by the company. I am also worried that this is going to affect my credit score negatively. I need this taken care of. I have documentation showing the payoff wire in the amount that the payoff letter documented I owed.

  Business Response

  Date: 10/17/2024

  We appreciate your concerns and the opportunity to address them. On October 17th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:10/03/2024

  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.

  My wife and I are in the process of refinance the house we inherited from my grandmother after she passed. The house currently has solar panels installed that are leased through ********. In August of 2024 ******** filed chapter 11 Bankruptcy and has partnered with Launch Services to handle our solar panel lease account. On September 9, 2024 we filed the paperwork to requesting a temporary termination of the UCC ******** has on the title so we can complete the loan. Emailed launch servicing the same day and received an email replay advising some one would get with me within three (3) business days. To this date we have not received an email or a phone call from launch servicing advising on status. We have to continue to call in to receive updates and are on hold waiting for a representative for an average time of 60 minutes. When we get a hold of a customer service representative they advise the case has been escalated and we have to wait for the operations department to process the request but they can not contact anyone in this department. We are currently 4 weeks into this and we have no resolution. I have already proceeded in paying the filing fee for the temporary termination of the UCC but can not get anyone to call or email me where we stand. This is horrible customer service and puts me at risk of losing the house due to them not processing the document in a timely manner. we have already missed a closing date due to them being late even though the case was escalated. It is said to think that if I miss a payment they will email a letter to me asap due to my account being past due but for the customer there is nothing when they need something. it amazes me that businesses do not communicate internally or not allowed to talk between departments. We need this resolved or I will lose the house my grandmother deeded us. There is no customer service from this group

  Business Response

  Date: 10/11/2024

  We
  appreciate your concerns and the opportunity to address them. On October
  11th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:10/03/2024

  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.

  I applied for a home equity loan in July and was notified that I would need ******** to file a UCC termination to proceed. I went to the website and filled out a life event form. After not hearing back we called multiple times, this is when we found out about ********'s bankruptcy and Launch taking over under the name ******** Finanacial. We were finally told we needed to call Launch and make a payment of $300.00 for the form to be filed. We did so and about two weeks later we're sent a confirmation that the process was complete. However county records show nothing was ever filed. We have called the old and new company and both point fingers at each other. I sent messages on their secure portal starting on 8/12 with no response
  I've sent emails that have not been responded to, and when I opened a new ticket I received an automatic response that my previous ticket was resolved(it wasn't) so I will not recieve any new responses. We have now spoken with Launch 5 times (I have to call 10 times each because they don't have the capacity for me to hold and many options just lead to being hung up on) and each time a very friendly customer service agent sounds very concerned, admits this has taken too long, and 'escalates' the issue with notes. However, we never hear back and each time we call no one know what had happened and we have to start over. This process began 7/27/24 and each time we are asked to be patient, these things can take up to four weeks. It has been much longer than that. Please follow through and do what we paid for.

  Business Response

  Date: 10/11/2024

  We
  appreciate your concerns and the opportunity to address them. On October
  11th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:10/03/2024

  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.

  My client leased solar panels through ********. Launch Servicing is handling all lease transfers etc for ********. My client, **** *******, lost out on a sale of their home due to the lack of ANY communication from Launch Servicing once the lease transfer was initiated. The lease transfer was initiated on August 28 and it is now Oct 3 and still no communication. I attempted to extend the closing date due to this but the buyer backed out. My client's home is now back on the market and she is attempting to payoff her solar lease. She emailed the company On Sept 28th with a stated response date of three business days. She has not heard anything from the company regarding this payoff request.

  Business Response

  Date: 10/11/2024

  We
  appreciate your concerns and the opportunity to address them. On October
  11th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:10/02/2024

  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 need urgent help getting ******** ********* to review my request to transfer my solar lease as my home is currently in escrow and set to close on 10/07/2024. I need ******** *********'s servicing partner Launch Servicing, LLC to review my request to transfer my solar lease today. Their lack of assistance has caused a serious delay for me as the seller and for the buyer of my home in closing out the escrow process. I and the closing coordinator have tried multiple times since 09/16/2024 to get into contact with a representative from ******** ********* to request a transfer of my solar lease. After a period of 8 days of trying, I was able to get through to someone who instructed me on how to fill out an online form and documents to start the process of requesting a transfer to my solar lease to my home's buyer.
  
  I was told this process can take up to 60 days. I need this transfer request of my solar lease to be reviewed and completed ASAP. This is putting me as the seller at risk of losing the sale of my home (which is hundreds of thousands of dollars), preventing me from moving to a new city with my family, and getting into a new home that is contingent upon me selling my current home. I have explained my situation to a representative of ******** ********* and requested transferring my solar lease be expedited. They refused my request and have disregarded the urgency of my situation.
  
  I have paid the lease of about $50.00 per month of on my solar panels consistently and on time since I purchased my home in July of 2019. I have given this company approximately $3,000 over the years. I am expected to pay on time consistently, but they have failed in delivering quality and timely service.
  
  Please BBB, ******** *********, and Launch Servicing, LLC review my request to transfer my solar lease today, so that I can close my home's escrow in a timely manner by 10/07/2024. The transfer request is the one thing that is holding up close of my escrow.

  Business Response

  Date: 10/11/2024

  We appreciate your concerns and the opportunity to address them. On October 11th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:10/01/2024

  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.

  I am dealing with a real estate transaction with a home who leases Sun Power solar panels. Sun Power went bankrupt, leaving Launch Servicing to deal with the aftermath.
  
  I inquired about transferring the owner's lease and Launch Servicing has been absolutely unhelpful throughout this entire process. I expect better services, better customer interactions and more helpful conversation, but none of that is apparent when calling them.
  
  Due to how they are neglectfully dealing with the lease transfer, one of the clients are going to be homeless and potential other consequences if we are not able to transfer the lease on a reasonable timeline.

  Business Response

  Date: 10/03/2024

  We appreciate your concerns and the opportunity to address them.  Unfortunately, we are unable to locate an account with the details provided. Please contact us at your convenience at ************ to discuss this matter further. We are available Monday through Friday, 7:00 a.m. to 7:00 p.m. Central Time

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Although I do not have a direct account, my family does and I am putting in a complaint for them.
  

  Calling your service center does not help as nobody is willing to help answer any of our questions regarding our lease transfer, nor willing to give us any answers as to where we sit in the queue. The only thing that your 3 people taking calls say is "30 to 60 days" and nothing more. They are extremely unhelpful, especially Brian. His responses to my family were absolutely unacceptable or unhelpful to us in our situation that is going to leave one of the parties in this real estate transaction homeless.

  It is not our fault that Sun Power went bankrupt, but we should not be penalized for the state of your terrible business. People need better answers and calling does not help

  Business Response

  Date: 10/09/2024

  We understand your concern about wanting to assist a family member with their account inquiries. Unfortunately, we cannot provide assistance without proper authorization. If you are authorized to speak on their behalf, please provide us with the account number for reference. Thank you for your understanding.

• Initial Complaint

  Date:10/01/2024

  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 am representing a client who is selling their home with a leased solar system. Launch Servicing is the company handling these transfers, and it is causing massive delays which is going to cause my clients to become homeless if not resolved. We have followed the terms of the contract, alerting the company 1 month in advance of a closing date. They state they will follow up within 3 days, and it has been 18 days with absolutely no contact from this company.
  
  My clients need to close on their home in order to purchase their next home, and the only thing holding it up is this solar transfer. When you call, nobody has any information to provide any kind of update, and none of them seem to be able to contact each other. My clients home is supposed to close in 10 days, and it's causing all parties involved so much stress and anxiety about whether or not they will even have a home to live in.
  
  We need the company to process the credit application for our buyer, so that way the process can continue to move forward.

  Business Response

  Date: 10/03/2024

  We appreciate your concerns and the opportunity to address them.  Unfortunately, we are unable to locate an account with the details provided. Please contact us at your convenience at ************ to discuss this matter further. We are available Monday through Friday, 7:00 a.m. to 7:00 p.m. Central Time

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I need the situation to have a resolution.  The account number is ***********  Owner of the account is ***** *****.  His phone number is ************.  Ticket number *******.  I am their realtor who has been authorized to speak with and talk about the account.

  I have called this phone number every single day for the last 20 days.  It is no help.  Every person you speak with has a different answer with a different timeline and absolutely no care about anybody's situations, and it's causing massive delays.

  This situation and delay has caused immense anxiety amongst my clients, and it has already cost them $15,000.  If it continues to be delayed, it will continue to make their costs rise, and will even make them potentially homeless.  We need this company to send out a credit report to the buyers of this property and get this situation taken care of before my clients decide to take legal action against the company to force them to do so.  It is absolutely unacceptable to hold people's lives at risk like this.

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

  Business Response

  Date: 10/11/2024

  We appreciate your concerns and the opportunity to address them. On October 11th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:09/28/2024

  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.

  I applied for a loan in 2023 to finance my residential solar project. During the application I was told that the lender will be ******** ********l. But after I had entered into the loan agreement I found out that the loan was transferred to a collections agency called Launch Servicing LLC with a mailing address in Sioux Falls, SD. ****** ****** ***** will be holding my account but all transactions will be through Launch Servicing. I paid off my loan on 08/15/2024. However, while trying to payoff my loan I made an overpayment of $4,000 because their system was faulty and was not showing me the correct principal balance. Also, on 08/19/2024, 4 days after the loan was paid in full, an automatic monthly recurring charge of $152.11 was debited from my account despite my account balance being zero. The customer service rep told me that it would take 6 weeks to process the refund and that I should receive the 2 refund checks by 10/03/2024 at the latest. I talked to a customer service rep yesterday who told me that as of 9/27/2024 the refund has not been processed yet. I kindly request you to help me get my money back.

  Business Response

  Date: 10/03/2024

  We appreciate your concerns and the opportunity to address them. On October 3rd, 2024, a letter was mailed to the customer to address their concerns.