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:03/04/2025

  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 reached out to company who was originally Sun Power in April 2024. Our unit was not working properly. They sent a technician out and ordered parts. They NEVER completed the job. The company filed Chapter 11 which put all work orders on hold. Our solar lease was then transferred to Sunstrong. We have made multiple attempts to reach them via phone, email, and tickets submitted to come finish the job and have gotten the runaround.
  
  4/16, 4/19, 5/9 email confirming parts were received and delivered on 4/25. 5/25 email confirming you are in contact to fix issue with panels. 6/11 Email confirming tehnician. Appt date: June 24. August 21, email document case ********* Nov 6th verification ticket 1******* **january 22, 2025 opened ticket 1215983,Feb 21, 2025 opened ticket 1258671. We continue to pay our solar lease, yet our unit is not working properly and still needs repaired. Our true-up with PGE on 2/24/25 was $ 2,589.71. As a resolution we want our unit fixed as promised in warranty, we also want to be reimbursed our true-up since our system has not been working properly since April. We feel we should also be reimbursed for the months we have paid our lease in which the unit has not been working to its full potential.
  
  **** ************ ****** ************

  Business Response

  Date: 03/13/2025

  We appreciate your concerns and the opportunity to address them. On March 13th, 2025, a letter was mailed to the customer to address their concerns.

  Customer Answer

  Date: 03/18/2025

  Letter response  from company. They want to differ our payment which we specially asked not to because it extends our contract lease. In the meantime we are still accruing a pge trueup since our solar is not working properly. They said they will differ payments to July which is concerning if our unit it. Not fixed by then as its one if the hottest months which means a lot of electricity is utilized and we will continue to have a high true-up bill.  Them saying they will submit to the O and M team is what we have been told many times.  We still have not been contacted by S******** to set up any appointment for troubleshooting this issue.  

  Customer Answer

  Date: 04/08/2025

  Solar true up balance was  $2725.88.  We  mailed check today to pay our *** Bill.   Have not heard back yet from solar lease company if they will reimburse us this  trueup amount.  We believe they should reimburse us as our leased panels are not working as they should be and we have tried multiple times to get them to fix this issue. 

   

  Business Response

  Date: 04/11/2025

  Launch Servicing is a third-party servicer contracted to manage billing and payments for this account on behalf of S******** **********. We apologize for any inconvenience you may be experiencing. We have followed up with S******** ********** to review the status of the Field Service Provider visit. Please note that Launch Servicing is unable to address concerns related to the production of your system or reimbursement requests. 

• Initial Complaint

  Date:03/03/2025

  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.

  Service on my solar panels. My soklar panels have been out for 10 weeks causing my electric b ill to spike by 30%. The business is still charging me the monthly fee. It has been 10 weeks since my solar panels have not worked. I have called several times and they will not send out a service rep to fix the problem or will not credit my account. this has been happing Since January 2025.

  Business Response

  Date: 03/04/2025

  We appreciate your concerns and the opportunity to address them. On March 4th, 2025, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:03/03/2025

  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.

  In July 2024, our solar panel stopped working. We have contacted SunStrong Management multiple times via their complaint portal, and also several times by phone. They will not resolve the issue or provide any information on status. This is in breach of our contract with them.

  Business Response

  Date: 03/13/2025

  We appreciate your concerns and the opportunity to address them. On March 13th, 2025, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:03/03/2025

  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.

  Im selling my house located at ***** * ****** ** buckeye,az 85326 and im leasing solar panels. We submitted a lease transfer on 2/6/2025 and were promised to have it completed by 2/25/2025 so we scheduled closing on that day. Its now past 2/25 and they have not approved the transfer. We been calling them everyday multiple times a day to get this approved and they keep telling us they are going to escalate it and we are promised a call back from them and they never call us back. At this time its putting my house sell on jeopardy since the buyers were told it would be ready by 2/25 they said if its not approved by this upcoming week it they would back down the offer to buy.

  Business Response

  Date: 03/12/2025

  We appreciate your concerns and the opportunity to address them. On March 12th, 2025, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:02/28/2025

  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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  LA********** * ****** * ******
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 03/06/2025

  We appreciate your concerns and the opportunity to address them. On March 6th, 2025, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:02/25/2025

  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.

  We had solar panels installed in 2013 through ********* in Vermont who partnered with SunPower. On July 21, 2024, I notified them through the help desk in the app that our panels were not generating. I followed steps to try to get the system operational again, and it didn't help. The determination is that one of our string inverters needs replacing. SunPower claimed to be finding us a technician (Case # ********) as ********* no longer is authorized to do work for them. My complaint ended up with escalation manager Janaelen Naidoo. He closed the complaint when SunPower filed bankruptcy, but no repairs were ever made.
  
  On December 16, 2024, I received an email from SunStrong that my request for postponement was approved. I never requested postponement, I want my system fixed. I continued to pay the lease payment anyway and my electricity bills are much higher as I've lost months of solar generation from July until today.
  
  On January 13, 2025, SunStrong emailed me that my panels are offline and I need to reset the system following their instructions. I'd already done that back in July. I did it again anyway and it still doesn't fix the system. I emailed them my response and copies of all other case numbers and people I'd talked to. Even with this new case number ****, I've never heard another word from SunStrong. The contract states we cannot have it fixed without using an authorized technician, and they don't have an authorized technician in my state. I want this problem resolved. I want my panels working again. If they can't make that happen, I believe they are not meeting their obligations as stated in the lease and feel they should have to cancel the lease at their expense and take their panels off my house if they cannot get the panels working and reimburse us for the solar generation I've missed out on.

  Business Response

  Date: 02/26/2025

  We appreciate your concerns and the opportunity to address them. On February 26th, 2025, a letter was mailed to the customer to address their concerns.

  Business Response

  Date: 03/14/2025

  We acknowledge that your system is not performing as expected and have submitted a request to SunStrong's Operations and Maintenance team for further assistance. 

  Customer Answer

  Date: 03/21/2025

  
  
  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. I'm not 100% satisfied, but they've done all they can do. A technician is coming out next week to determine what's wrong and if they can fix it. As that appointment comes after the deadline to decide if the response was satisfactory or not, I have to go towards satisfactory since I at  least have an appointment.
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:02/21/2025

  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.

  This company took over for *** ***** (solar panel company). There is no website, only a portal to pay your monthly bill for your panel lease. My panels have not been functioning since November (ironically, one month after *** ***** went bankrupt and Launch Servicing took over). My monthly performace report shows that my panels were not functioning for the whole month of November.
  
  I've filed two service requests for my panels on the website that is given to you when you call. I've put in multiple requests for a supervisor to reach out to me with no call back. My electricity bill has gone up by 500%. I need my panels serviced and am looking for compensation for the $300 electricity bill that I now have since my panels are not working properly.

  Business Response

  Date: 03/04/2025

  We appreciate your concerns and the opportunity to address them. On March 4th, 2025, a letter was mailed to the customer to address their concerns.

  Customer Answer

  Date: 03/04/2025

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

   

  they wrote the same response to every other person. filing a complaint
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 03/12/2025

  A response was mailed on March 4, 2025. Please allow time for standard mailing.

• Initial Complaint

  Date:02/20/2025

  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.

  Paid loan early and in full. Received pay-off notice AND Pay-off letter. Vendor charged me 2.19 per day for every day since the last due date. Normal and acceptable. Cost me an extra $60.00.
  
  Vendor used my expired Autopay Auth with my Bank to make ANOTHER Regular Monthly Payment. I say expired for two reasons: Loan paid in full 2/6 and documented by them on 2/7, payment taken by them 2/10 subsequent to Pay-Off. ALSO, I could not access this 'closed' loan even on 2/12/2025. Except for Historical data.
  
  Rep told me today that 1. Their Auto pay withdrawal was Legit, since my pay-off was 3 -4 days ahead of regular date, 2, They knew it, but would not do a refund for approx. 60 days and by paper check only, and 3. Rep refused to transfer me to Supervisor even after escalating requests on my part.
  
  I now expect to have my money refunded in full, including any per diem interest that applies.
  
  Computers today are far smarter than the people behind them, There is no excuse for this kind of issue. I am on fixed income and this is Predatory behavior by a less than scrupulous Lender.

  Business Response

  Date: 03/03/2025

  We appreciate your concerns and the opportunity to address them. On March 3rd, 2025, a letter was mailed to the customer to address their concerns.

  Business Response

  Date: 03/12/2025

  The refund request has been processed, and Launch Servicing considers this matter resolved.

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It does nothing to address the REAL issue and concern here with regard to the victims - me especially - of your Business Practices.

  That said, there is clearly no need to continue this Dialog as Launch Servicing has - as indirectly stated in responses - zero interest in accepting any level of accountability for your actions.

  You know you are big enough that stealing {relatively} small amounts of money from thousand of people daily is clearly profitable and you also know that as individuals, they could never afford to take you to court.  Disgraceful.  You would have me in court and in front of a Judge PRONTO for FAR LESS!

  BBB:  Please consider this matter closed at this juncture.  I appreciate your efforts as intermediary here.

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

• Initial Complaint

  Date:02/18/2025

  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.

  Sunpower filed for bankruptcy now a company named Sun strong owns it. I called on February 14th to figure out how to update my checking account in that conversation the rep advised I haven’t received payment so I was confused because I contacted them the months ago to register on the new site twice she said it might been a system error and said launching servicing sent something to report to my credit and Sunpower never reported to my credit in that we were disconnected and Feb 17th was an holiday. Called today spoke to another rep at Sun strong. She said the issue was I have my bank account information in there twice so that probably messed up the system and that’s why it wasn’t taking payments out of my bank account. Then said i have late fees so I said so your system had an issue and didn’t take the payments out my account and I had no clue so it’s my fault and I had the account since 2021 with no issues nor lapse. I look Sunday & 11,000 was put on my credit and said it was late when it was due to a system error. I advised I had no problem paying what’s owed but the lates and account needs to be removed off my credit as it’s a system error and it solar has never showed on any of our credit she said it’s because it’s showing late no payment. I said but u advised it was a system error so I wasn’t late my bank account was linked in the account so I shouldn’t be faulted for that. I asked for a supervisor and she said she doesn’t have one. I need to be contacted by someone to resolve this issue. I want these lates removed and account removed off my credit. And we can figure out a payment option & the late fees removed. because an system error isn’t my fault. I didn’t have any of these issues until the original company filed bankrupt.

  Business Response

  Date: 02/26/2025

  We appreciate your concerns and the opportunity to address them. On February 26th, 2025, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:02/18/2025

  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.

  Regions is a bank that took over the loan for my solar panels. It was supposed to re-amortize once a year for three years so in January I called 3 times about it because it hadn’t re-amortized. After speaking with an escalation specialist, I was assured that my new payment would be lowered to $212.42 on 1/19/2025. I received my February statement and the amount was not changed. I called and was told it would now take effect in March. Totally unacceptable! When asked to speak with a supervisor I was told I would get a call back 24-48 business hours. I have spent way too much time on phone calls to this business

  Business Response

  Date: 02/27/2025

  We have been trying to reach you regarding your account. At your earliest convenience, please contact us to discuss your concerns and assist you in resolving your complaint.