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:09/03/2024

  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.

  Have been trying to contact them about payment postponement due to medical issues. Was originally told someone would give me a call back within 7-10 days of the request this was 8/14/24 it is now 9/3/2024 and have called several times and every time I am met with someone telling me it would be longer and longer I am now being hung up on and getting no answers. Need this corrected as it is now affecting my credit. I have requested a lower amount higher than what is the minim request and kind of stuck on what to do now

  Business Response

  Date: 09/16/2024

  We appreciate your concerns and the opportunity to address them. On September 12th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:09/03/2024

  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.

  We are attempting to complete the sale of our home and requested a lease transfer for our solar to the new home owners approximately 3 weeks ago. I have called on several occasions with hold times spanning nearly 6 hours total. All of my attempts have been futile, and I’ve simply been told we have to wait without any recourse. I’ve also been told that we cannot speak with the escalation team. No ETA was provided for the completion of this transfer and the buyers are forced to wait to submit their credit app for assuming the lease until this process is completed; this will take additional time. I’ve asked for calls back several times, and to date, I have received a total of ZERO calls back. There’s no reason this should take as long as it has as we are not the only ones to ever have a lease and a short escrow. If our buyers lose their rate or we have any financial blow back because of this significant delay, we will pursue legal action.

  Business Response

  Date: 09/13/2024

  We appreciate your concerns and the opportunity to address them. On September 13th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:08/29/2024

  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.

  ******** (Whose leases are now managed by Launch Servicing LLC) is preventing the sale of my home and the transfer of the lease on their solar system by being wholly non-responsive. ******** is completely non-responsive with no means of contacting them. It is impossible to contact their Life Events team. There are no phone options that get you to this team.
  If you call the number listed in their emails, it goes to a phone system which tells you to submit their online forms for life events. We've done that and it goes nowhere, doesn't generate a case number, and gets no response. We’ve waited nearly 4 full weeks and received zero responses.
  If you wait beyond that message, the phone system forwards to ******** Finance. Once there, if you select the prompt regarding Life Events, it sends you back to the first phone system. This loops infinitely. If you stay and wait 45 minutes for ******** finance to get on the phone, they can't help and tell us to send emails to email addresses which don't exist.
  Automated emails state that a case manager will be assigned and respond within 1 business day. We've waited 15 and had no action.
  Sending messages on the *************************************** website itself, as the August 20th email to the Buyers suggested, gets no response.
  ********/Launch Servicing LLC are responsible to do their part to facilitate the lease transfer and to cancel the UCC filings so that our property can be sold to the Buyers.
  From 08/04 until today 08/29 we have sent emails to 7 different email addresses, sent secured messages within the website, called 4 different phone numbers, and received zero responses. 0 emails any of the email addresses they have on file, 0 physical mail sent to my address, 0 phone calls to the number associated to my account , 0 messages on *************************************** , 0 responses to the numerous tickets I had opened regarding this lease assumption: ******** ******** ********* ********* ********

  Business Response

  Date: 09/09/2024

  We appreciate your concerns and the opportunity to address them. On September 9th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:08/28/2024

  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 have a lease with ******** Solar and they are going bankrupt so this 3rd party company is taking over account and i have got several text messages to create a new account. when I try it says account not found. I tried reaching out the number they gave me to call via text. I tried calling this company multiple times and ive been on hold for more then 2hrs each time and still didnt get to talk to anyone. due to my career I can't stay on phone all day. I called sunpower and was on hold for 45 min. but i got an answer that my account number with sunpower and this new 3rd party taking over have different account numbers. i dont know what to do now. I can't get ahold of anyone at this new place. I tried emailing them but can't cause I have to be logged in and thats the problem I can't create a new account... I need some help

  Business Response

  Date: 09/06/2024

  We appreciate your concerns and the opportunity to address them.  We have sent you an email invite to the online portal. Please be advised the link expires on September 11th, 2024. On September 6th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:08/28/2024

  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 called Launch Servicing on 08/02/24 to resolve late payments. I don't have access to my online account because they keep sending my password reset to an unknown email address, even though I've called them multiple times to let them know something is wrong. I don't get paper statements mailed, so I have no idea what is going on with my own account. On 08/02 I spoke to a representative,`who took a payment from me of 150.00 and our agreement was that I would call back before my next payment was due to be up to date. I called launch directly, and used THEIR own automated system and the system prompted me to pay 89.41. Their system did not advise me any other amount was due, and the payment was taken out of my bank account on the 14th, before being late. Then, I get a notification that they have reported me as delinquent on 08/17/24! I have been calling the since them and filed 2 complaints, and requested supervisor call back. Everytime I speak to someone new rep, they provide different information. One tells me there's a glitch on their system, another tells me to try online-another tells me that doesn't work, another told me to try the app, another told me there's no app. Their automatic payment system is seriously flawed, their system gave me an amount that was NOT correct! This is their mistake that needs to be corrected please. I have called multiple times almost daily now, and they won't correct this.

  Business Response

  Date: 09/06/2024

  We appreciate your concerns and the opportunity to address them. On September 6th, 2024, a letter was mailed to the customer to address their concerns.

  Business Response

  Date: 09/18/2024

  We apologize for the inconvenience caused by the automated IVR system. As a courtesy, we have updated the August 2024 credit reporting to reflect a current status.

  Customer Answer

  Date: 09/24/2024

  Launch servicing has lowered my credit score again. I have made 3 payments before the due date-via their system online and via phone.  They need to stop lowering my credit score. 

• Initial Complaint

  Date:08/20/2024

  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 make monthy automatic payments (ACH) for my Sun Power Lease of $269.43. They send me delinquint letters. Never been late, never missed a payment. I have sent messages to them on their website - they dont acknowledge receipt of message nor reply. I have attmepted to call but gave up afeter being on hold for for over 90 miunutes on 8/20/24.

  Business Response

  Date: 08/29/2024

  We appreciate your concerns and the opportunity to address them. On August 29th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:08/20/2024

  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.

  This company took over the loan I had for solar panels with another company. I have not been provided a copy of my contract and I have been trying for days to make contact with this company. I am trying to figure out our options as we are selling our home. The solar company said that whether the loan is transferable or if we could simply have the panels moved to a new home is up to the lender (whom they do not name as launch servicing). I have been on hold over 45 minutes each time I call and yesterday after being on hold for over 1 hour, an automated message played explaining that their business hours were 7a-7p CST and to call back. This happened at 4:20 CST.

  Business Response

  Date: 08/23/2024

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

  Customer Answer

  Date: 08/30/2024

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

  The letter did not actually address my concerns and I was given completely different information than I had received previously. This letter also included the name of a financial institution that appears to be fake and is not indicated on any contract I have for this whole situation. I need a real person to give me a real answer. 

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

  Business Response

  Date: 09/13/2024

  We appreciate your concerns and the opportunity to address them. Please visit your online portal for the latest information. 

• Initial Complaint

  Date:08/17/2024

  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.

  I have made several attempts to bring this account current and also ask for assistance with removal of any and all late payments. I first contact the company asking for a deferment or repayment assistance regarding my loan. I was very ill with COVID and had to take a short term disabilty and LOA. The representative told me they could not assist me. Because of this accounnt I have over 50 late payments. I do not recommend as they do not want to assist you even with proof.

  Business Response

  Date: 08/27/2024

  We appreciate your concerns and the opportunity to address them. On August 27th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:08/12/2024

  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.

  My Solar loan is being serviced through Launch Servicing, which I don't have a problem with. However, I have called this company several times now during buisness hours and have been put on hold immediately, put on hold for hours (every time), and after holding I am told they are closed and am given their business hours (which I'm calling during). I have also sent multiple secure messages through their website and haven't heard anything from anyone in more than a week now. It's as if no one is even there and feels like a total scam.
  
  I need information on my solar panel loan and I'm just not able to get it. I have to pay a certain amount of money before my loan is reamoratized or my interest rate increases. I'm trying to find the percise amount and where exactly to send payment to since it should be around 23k. This seems borderline if not completely criminal. I would rather have these solar panels taken off my roof if I'm not able to make this payment.

  Business Response

  Date: 08/21/2024

  We appreciate your concerns and the opportunity to address them. On August 21st, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:08/06/2024

  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.

  The transaction was made in May 27 2023. They gave an aprox dat in 6/1!2023 and completion 9/24/2023. They installed the solar panel in June. Launch"Sunlight" started charging in August 2023 $123.00 each month. The panels are not working and Core energy Group doesn't answer our phone calls. Launch"Sunlight Financial" only gave us a case number ******** in March 2023 same thing in August 2024. In our last call we requested to end the contract but they say they won't. We are stuck with their monthly charge and SDGE electric bill. Thank you.

  Business Response

  Date: 08/15/2024

  We appreciate your concerns and the opportunity to address them. On August 15th, 2024, a letter was mailed to the customer to address their concerns.

  Business Response

  Date: 08/26/2024

  Sunlight Financial has enlisted an alternate solar provider to assist with your system concerns. There is no additional information to provide at this time. 

  Customer Answer

  Date: 09/02/2024

   
  
  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,
  
  
  
  **** *******