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:01/20/2025

  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.

  I have solar panels with Sun Power solar and they have just recently been taken over by Launch servicing LLC ************ . I needed to contact them as I was trying to obtain a **** termination certificate for a HELOC we were getting for the house. When leasing panels I guess it shows on title a lien so to remove it we had to file for **** . This was going on for months as I would call and get no where. Getting different answers eveytime we would call. When we finally got the correct stuff we were told to fill out paperwork and mail in $300 for them to refile the **** after 60 days i guess that was procedure we would have to pay the county to refile. I mailed a check to them they cashed the check. I was waiting for the **** to be done got no where finally took it upon myself to call county to find out what the hold up was. They told me there was no lien to remove as the company didnt refile in 2016 the correct way. I have been emailing back and forth with there processor from Launch servicing and told them what i was told by county. They emailed me yes correct no lien so I requested my 300.00 back as nothing was done. Heard nothing back and called spoke to many customer services people getting the run around. The company has yet to give me back my 300.00 plus on top of that they also took 300.00 out of my account which was never approved. we have payments come out of acct 169. a month they took 469. out when questioned about it they said yes for the **** i said no I mailed a check like you told me for that. These two have nothing to do with each other and they never should have taken. I am trying to get back the 300.00 check and the 300 they took from my account plus they as of jan 6 took another 346 out when asked they said fees for late payments? I said late fees you take my lease payments of automatically ever month. They said they will not be giving me back any money they owe me 900.00 +late fee. told billing dept get back to me nothing still.

  Business Response

  Date: 01/31/2025

  We appreciate your concerns and the opportunity to address them. On January 31st, 2025, a letter was mailed to the customer to address their concerns.

  Customer Answer

  Date: 01/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have no idea what is in this letter they told you they will be sending me. I have yet to receive this letter so it is hard to tell you that I am satisfied with whatever they put into the letter. I have been getting no where with this company and this so called letter is probably not to resolve this matter I have with them. I need to speak with higher up management which they wont let me do. 
  
  
  
  Sincerely,
  
  
  
  Catherine Yanni

  Business Response

  Date: 02/13/2025

  We can confirm that a refund of $300.00 was issued to you via ACH. Additionally, the payment of $346.82 covered the January and February due dates. Your next monthly payment is scheduled to be withdrawn on March 1, 2025.

• Initial Complaint

  Date:01/15/2025

  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 sold our home at **** ** ******** **. , it has a solar on it and it is a lease . We completed all paperwork per online instructions for our buyer to assume / transfer the lease. I have been calling them daily and have been told a different story every time I call. My close of escrow is tomorrow 1/16/2025 and I continue to get the run around. My buyers have not received any of the paperwork to complete in order to take over the lease . There WILL be financial harm to both myself and my buyers by the solar company stringing us along . I can not reach a manager or supervisor and continue to receive NO answers . Time is of the essence , I hope you can help. I was just told that I had to pay an upfront transfer fee of $300.00 in order for the request to move forward. the paperwork on their site told us it would be paid thru escrow. different information everytime I call. I have uploaded all documents that we completed for the solar to do their JOB and get the buyers approved and transfer the lease

  Business Response

  Date: 01/24/2025

  We appreciate your concerns and the opportunity to address them. On January 24th, 2025, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:01/15/2025

  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 purchased a $78,000 store package from first Solar. At the time of installation they went through chapter 11 bankruptcy. Their debt was bought by Launch servicing LLC out of Sioux Falls South Dakota. During this process, I was adversely affected by hurricane Milton. Our solar panels were damaged and they told me they would send out a maintenance crew to fix. It’s been five months and no contact. They just sent me to collections and their phone number does not work.

  Business Response

  Date: 01/24/2025

  We appreciate your concerns and the opportunity to address them. On January 24th, 2025, a letter was mailed to the customer to address their concerns.

  Customer Answer

  Date: 01/24/2025

  We never received a letter and was formally advised that the company website has been going through some updates. Their phone has not worked , I was recently called by ***** to resolve this issue and they placed a hold on the harassment. 
  I also sent in (2) formal letters that they had requested which was a forbearance form to delay the collections and also requested maintenance. None was addressed and we still have no word as to when of anyone will visit our home .

  Business Response

  Date: 02/05/2025

  We can confirm that a deferment was applied to your account as of January 24, 2025, making your next due date May 4, 2025. Additionally, we have removed the negative credit reporting for December 2024.

• Initial Complaint

  Date:01/13/2025

  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.

  You submit a 3 month loan deferment request and it takes them the entire 3 months to review despite the form saying 3-5 business days. Almost wish I could take out a different loan just to pay off this inadequately staffed company.

  Business Response

  Date: 01/15/2025

  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

• Initial Complaint

  Date:01/12/2025

  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.

  Launch Servicing LLC has failed to approve our application and is now saying they do not approve/accept any loan assumptions. I have filled out and provided all the necessary applications, documentation and income documents requested from this business. They have not communicated with me or provided a valid reason why I have or haven't been approved. My credit score is well above the 700's and me and my younger brother worked very hard to purchase our new home. I hope you may help me with this matter. Thank you very much for your time.
  
  I also tried to upload all documents I have but unfortunately it is saying file is too big. Please feel free to call or email me and I can send everything right away!

  Business Response

  Date: 01/23/2025

  We appreciate your concerns and the opportunity to address them. On January 23rd, 2025, a letter was mailed to the account borrower, as we did not have the proper authorization to release account details to you.

  Customer Answer

  Date: 01/23/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You have failed to provide me a response as to exactly why my application has not been processed or why you have not yet accepted my application. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 01/27/2025

  A letter was sent to the account owner on January 23, 2025, addressing your concerns.  Unfortunately, we are unable provide account details to you as we do not have the proper authorization. Please have the owner of the account or authorized third party contact us at their convenience at **** ******** to discuss this matter further. We are available Monday through Friday, 7:00 a.m. to 7:00 p.m. Central Time

• Initial Complaint

  Date:01/10/2025

  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 originally purchased our solar power panels with a lease from *** *****. We signed a lease for 20 years. We found out by mail they went bankrupt. Automatic bank payments were then made to *** ***** financial. Then they were made out to Launch. They have the same phone number as *** ***** financial. I was sent a letter to now pay launch. There was a mix up with my first payment and they started adding interest on my payment. I had my Citibank send them a letter that the payments were made. When I called them they started asking me questions I wasn’t comfortable answering. It turns out that they are a collection agency. I called them back and asked if I have a problem who is going to repair my panels. They kept telling me bu they are not broke. They gave me a web site (********* *******). When I went to that site I got a warning on my screen that it was not a private site and your information could be stolen. When I told the person from Launch (*****). If you can’t service my repairs that were included in my original lease, why should I pay you. He said that’s your right but we will report you to all the collection agencies. I am 77 years old and have always taken pride in my exceptional credit rating! Please help.

  Business Response

  Date: 01/16/2025

  We appreciate your concerns and the opportunity to address them. On January 16th, 2025, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service 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.

  Hello I have a solar loan with **********. I have ACH set up and they gave me issues with setting up and honoring my contract. They charged me two months of 163. and some change when it was supposed to be 155.00 once they figure out what to do and honor my contract then they charged me a NSF fee which they never submitted payment to my account not only one time but three times. They waived the other two for October and November but not September. I am not having any luck of getting this matter resolved. I’ve been waiting for a supervisor to return my calls for two months. This company is horrible at responding and taking care of serious issues and charging customers makeup charges of NSF fees when they never drafted your account. This company is committing fraudulent charges and is causing me mental distress please call. No matter clear as day the evidence is they are not responding and resolving the issue.

  Business Response

  Date: 01/15/2025

  We appreciate your concerns and the opportunity to address them. On January 15th, 2025, a letter was mailed to the customer to address their concerns.

  Customer Answer

  Date: 01/16/2025

  Update:

  Hello! I have not received the letter yet as of 1/15/25 but, I did receive a phone call 1/9/25 from a representative at ********** named ****** ** ******** who was very brief and said the nsf fee was waived. I am grateful for your help BBB I really appreciate it and am satisfied with ********** calling me in regards to removing the nsf fee. Thank you BBB! 

  Business Response

  Date: 01/24/2025

  The customer has confirmed that they are satisfied with the resolution. Launch Servicing has addressed the consumer's concerns and considers this matter closed.

  Customer Answer

  Date: 01/27/2025

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

• Initial Complaint

  Date:01/08/2025

  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.

  leased solar panels from Sun Power corporation and have had them for several years. They filed bankruptcy on October 1 2024. Support for our system was transferred to *** ****** management. Our system has stopped working and I have made several calls and emails over the past month to have our system serviced. I’ve been told it’s in the works and that’s all I know. Called them and ask them to stop billing us $92 per month until it’s fixed. Not sure if this will happen. Not sure how to get them moving.

  Business Response

  Date: 01/16/2025

  We appreciate your concerns and the opportunity to address them. On January 16th, 2025, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  Date:01/07/2025

  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.

  Request was sent 11/20/2024 for lein to be temporarily released from my mortgage for the solar panels purchased in October of 2023. I'm trying to get a release so I can refinance my home. I have called and talked to an employee and was told that the closing was planned for January 2, 2025. This is simply not true. Closing was planned for as soon as possible.
  Since speaking to the employee, nothing has changed. Every call placed by myself or my loan officer is on hold for 30 minutes, at which time I have to hang up because my break at work is over.

  Business Response

  Date: 01/15/2025

  We appreciate your concerns and the opportunity to address them. On January 15th, 2025, a letter was mailed to the customer to address their concerns.

  Customer Answer

  Date: 01/23/2025

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

• Initial Complaint

  Date:01/03/2025

  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.

  I requested a simple subordination agreement from ******** ********* (loan servicer is Launch Servicing, LLC) on behalf of a customer for a refinance at the end of October 2024. It is now January, and we still have not received it. I have called on this six times, each time I spend 1 - 1.5 hours waiting on hold and being transferred. Every time I am told it is being "escalated". This is a completely unacceptable business practice and costing customers a lot of money in lender fees. I would strongly advise against buying solar panels from ******** ********* or any loan service from Launch Servicing, LLC. I honestly have never experienced worse customer service anywhere.

  Business Response

  Date: 01/08/2025

  We appreciate your concerns and the opportunity to address them. On January 8th, 2025, a letter was mailed to the customer to address their concerns.