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:09/20/2024

  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 writing to express my frustration with the ongoing delays and lack of communication regarding my request for a solar system buyout quote. I have been trying to contact ******** and launch servicing for over two weeks using multiple channels, including:
  
  ******** Financial online portal (multiple messages)
  [email protected]
  [email protected]
  [email protected]
  [email protected]
  ******************************
  r*********************
  ********************************* *********************************** ************************ since 9/9/24
  
  Despite these efforts, I have not received any response from any of the emails listed above. I also called the ******** customer service number at ************* After a lengthy wait, I finally spoke with a representative on 9/6/24, who assured me that I would receive a quote within three business days. However, I have not received any communication. On 9/9/24 another call, they told me to wait for 30-60 days.
  
  On 9/18/24, I received an email stating that my request had been forwarded to ******** Financials, and that I would be contacted within 24 hours. It is now well past that timeframe, and I have yet to hear back from anyone.
  
  I am scheduled for eye surgery next week and need to finalize the sale of my house soon. These delays are negatively impacting my mental and financial health, and I urgently request that you provide the buyout quote as soon as possible to resolve this matter.
  
  Thank you for your prompt attention to this issue.

  Business Response

  Date: 10/01/2024

  We appreciate your concerns and the opportunity to address them. On October 1st, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:09/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a solar panel loan that was transferred to Launch servicing. I am in the process of selling my home and am trying to get info and or paperwork to transfer loan to new owners. I have emailed this company,attempted several times to call them only to be placed on hold for over an hour. It then cuts you off and says to contact during regular business hours which I have. I am at a standstill and unable to give new owners the info to assume the loan.

  Business Response

  Date: 09/26/2024

  We appreciate your concerns and the opportunity to address them. On September 26th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:09/17/2024

  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 father leased a solar power system from ********. He passed away in March. I was able to add myself to his account by provided appropriate documentation and was added in a matter of minutes. ******** has filed for bankruptcy so now the account is being managed by Launch Services. My parent's home is in a trust and I'm a trustee. I'm in the process of selling the house and need the buy out amount for the solar system.
  
  I have been trying to reach someone at Launch for over two weeks just to hear an automated message indicating that they can't help due to high call volumes. It didn't matter what time of day I called. I finally got through yesterday and was told that although I may have been added to my father's ******** account, Launch was not honoring it. I asked if I could submit the appropriate documents and was told that I could, but that it could take up to 25 day for me to be added to the account. The house is already in escrow and I don't want to lose the buyer. This is completely unacceptable. I asked to speak to a supervisor or manager and was told that they could not transfer me directly and that I would receive a call back in up to 48 hours.
  
  At a time when I can order something online and have it the next day, I'm being told that it can take 25 days for someone to look at the documents I have submitted and make a decision to add me to my deceased father's account so that someone can tell me the buy out amount. It's ridiculous!

  Business Response

  Date: 09/19/2024

  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: 09/19/2024

  The account number is ********** ********* ******* ********

  Business Response

  Date: 10/01/2024

  We appreciate your concerns and the opportunity to address them. On September 30, 2024, we sent an email to *** ****** ****** with the requested information.

• Initial Complaint

  Date:09/15/2024

  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 ended up getting $2500 loan for a course at my local community college Nov. 2021 in Jan. 2022 my grandmother passed away, and it left us with funeral expenses. I was able to have them post pone for a few months. In the middle of grieving, I forgot about the course. In 2023 I called and asked if I can continue the course and I would pay the loan. They said NO and unfortunately I cannot make a payment plan past due must be paid in full which is now $3000.
  
  This loan is hindering my credit badly. I cannot find an apartment nor can I open any loans or mortgages. Since I am a single mother of two and low income I requested for a forgiveness or some sort of resolution but they flat out said no. This loan has been reporting late since 2022 and will not close or go to collections. I tried to dispute on many occasions but have had no luck.

  Business Response

  Date: 09/26/2024

  We appreciate your concerns and the opportunity to address them. On September 26th, 2024, a letter was mailed to the customer to address their concerns.

  Customer Answer

  Date: 10/02/2024

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

  In the letter it states that it is correctly reporting $2,567.08 but in my report and on their app it is actually reporting $3,100.28. Their letter says if I am experiencing hardship to contact there MAY be options to reduce monthly payments or postpone them with forbearance but that is not the case I have contacted them via phone and have been told I must pay in full and the app states my account is not elegible for monthly payments. They also mentioned to contact ** * ** which I have and they mentioned that they cannot do anything. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 10/09/2024

  The lender has confirmed that they recently contacted you to address your concerns. Please continue to work with your lender regarding this matter. 

• Initial Complaint

  Date:09/12/2024

  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 have a performance guarantee contract with ********. This means if my solar unit doesn't perform they guarantee reimbursement to me. My unit has been broken for two years and they finally diagnosed issue as the inverter and scheduled a date to fix it 3 months ago. They didn't show up (again) and filed for bankruptcy a week later. ******** ********* has been the recipient my monthly lease payments for 7 years. They are now "selling" my lease to Launch Servicing who does not offer any technical or service repairs to solar units. They are a collection agency. I have repeatedly tried to get someone from ******** ********* or Launch Servicing to contact me regarding my broken unit/broken contract with no response. They actually owe me over $6000 for the non-performance of my solar unit and have broken that contract. I am being told I need to start paying Launch Servicing every month but I have had zero communication from anyone about my broken unit and what exactly I would be paying them for. No solar, a broken unit and broken lease?? NO - I am not going to pay them a dime until this is resolved. I understand I will never see that $6000 they owe me, but I think it is consumer fraud to sell a contract that requires, per the contract, technical servicing and repair servicing, as well as has a performance guarantee to a collection agency who offers zero service to fulfill even the minimum of the contract. I have every communication documented for the last two years in writing and am happy to provide. I have already sent copies of these to ******** ********* and Launch Servicing. Launch Servicing has a CA debt collection license *********

  Business Response

  Date: 09/23/2024

  We appreciate your concerns and the opportunity to address them. On September 23rd, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:09/09/2024

  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 services acquired the lease for my solar. We suffered a fire at our home and made contact with them. They were attentive and provided me the postponement form recommended and told me how to proceed with its return while we wait for the case with ******** to be resolved. Per Launch, I would receive a response within 3 days. I completed the form and returned it. I have heard nothing back. When I call I am placed on hold for more than an hour at a time ending with a recording telling me they are closed, providing me their business hours (which I am well within) and then the call
  Disconnects. I have tried messaging through their system, no response. I need assistance.

  Business Response

  Date: 09/18/2024

  We appreciate your concerns and the opportunity to address them. On September 18th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:09/09/2024

  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.

  Since the end of May 2024 I have been reaching out to Launch Servicing hoping to see if I could get my loan re-amortized but for the last three months they are responding to my messages that someone is taking a look into it but never following back up until I reach out again. Recently they said I need to reach out to the original lender to get my load re-amortized and gave me a phone number that I could call. I called this number and they have no record of my loan and account number. I cannot get a clear answer on who actually owns this loan and if I were to ever have problems would I ever be able to get a clear answer?!? I've been trying to connect with Launch and been on hold for over an hour. I would assume a re-amortization of a loan would not be that much to ask in this situation but clearly it does not look like Launch wants to make any effort to help me out to get this done.

  Business Response

  Date: 09/23/2024

  We appreciate your concerns and the opportunity to address them. On September 19th, 2024, a letter was mailed to the customer to address their concerns.

  Business Response

  Date: 10/09/2024

  Clarification has been provided to the borrower through their online portal, and an acknowledgment was received indicating their understanding.

  Customer Answer

  Date: 10/09/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for what they have told me. I’m still currently waiting to see that the changes they have told me go through the online portal as nothing has currently changed as of yet. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:09/07/2024

  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 have been trying to reach Launch Servicing for over a week regarding the removal of the lien on my property, which is preventing me from refinancing my mortgage. My mortgage broker has submitted the necessary paperwork to both ******** and Launch Servicing, yet no action has been taken.
  
  I have called Launch Servicing multiple times during their listed business hours, only to be immediately placed on hold for extended periods of time—often for hours. Each time, after waiting, I am informed that the office is closed, despite the fact that I am calling during their stated hours of operation. This has happened on multiple occasions.
  
  In addition to phone calls, I have also sent several secure messages via their website, none of which have been acknowledged or responded to. It has been over a week without any responses from the company.
  
  I need Launch Servicing to remove the lien on my property so that I can proceed with refinancing my mortgage. I need timely and transparent communication regarding the status of my case.
  
  They have no issue in sending daily emails and text messages to remind me to update my auto pay in their new portal, which I have done already and they continue to send the same message… but of course when it’s about them getting their money they are quick.

  Business Response

  Date: 09/20/2024

  We appreciate your concerns and the opportunity to address them. On September 20th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:09/07/2024

  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.

  My solar lease is being serviced through Launch Servicing. I have called this company several times now during buisness hours and have been put on hold immediately, put on hold for lengthy periods of time every time I call and after holding I am told they are closed and am given their business hours, which I call during. I have also sent multiple secure messages through their website and haven't heard anything from anyone in more than a month now. It's as if no one is even there and feels like a total scam. I need to contact them due to them having incorrect account information but no one responds. They tried to process a payment from a payment account I deleted over three years ago from my solar account and they refuse to respond. The new online payment portal is not useable; they will not process a payment without them keeping my financial information, I cannot update account information, and they demand that I submit a copy of my photo ID in order to use the online portal. They have incorrect account information, payment due dates, discounts, and payment methods and there is no way to contact them to fix the issue.

  Business Response

  Date: 09/19/2024

  We appreciate your concerns and the opportunity to address them. On September 19th, 2024, a letter was mailed to the customer to address their concerns.

  Business Response

  Date: 10/25/2024

  We have confirmed that the amendment to your agreement pertains to a deferment, not a change in the payment amount. Your monthly payment remains $213.75. If you set up recurring payments, you can receive a discount of $7.50 per month, bringing your payment down to $206.25.

  Customer Answer

  Date: 10/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Thank you for your assistance in this matter. Unfortunately, I will be turning this matter over to legal counsel. I will be reinstating legal remedies against SunPower Financial and Launch Services LLC.
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/06/2024

  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'm trying to refinance my home, and in order to do that, have to subardinate the lease contract that I have with ******** solar which is now with Launch Servicing LLC. My Escrow/title company emalled all the requested necessary paperwork on 08/07/2024, and my closing date was SUPPOSED to be on 08/23/2024. Myself and the title company have been calling. Sometimes on hold for 2hrs or more. Whenever they do answer, they tell me a lie, stating that they have expedited the process od the subordination. I've been told this at least 5 times, and now my rate is at risk. I've called and asked to speak to a supervisor. and was told one would call me back the next day which I knew was a lie. I called them the day AFTER I was supoosed to receive the call from the supervisor, to be told the supervisor would call me today (09/06/2024) and still no one has called. It is now going into the 4th
  weekend for the fourth time with no answers, no call backs from a ******** or Launch Servicing LLC supervisors, and no subordination. All I want is the subordination complete so that I may move forward with the refinancing process of my home.

  Business Response

  Date: 09/18/2024

  We appreciate your concerns and the opportunity to address them. On September 18th, 2024, a letter was mailed to the customer to address their concerns.