Business Profile

Student Loan Services

Launch Servicing, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Student Loan Services.

Complaints

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

Customer Complaints Summary

254 total complaints in the last 3 years.
153 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/14/2024
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.
Hello,

I took over the solar lease for Sun Power on 09/07/2023 when I purchased my home. On September 2024, I received a bill from Edison for $2,444.30. I contacted Edison and was informed my solar was not working properly and I needed to call Sun Power. I called SunPower several times and even got a ticket number and I have not received a response. I would like a refund on my bill since I am under warranty and they refuse to come out and maintainance the equipment.

Please feel free to call me if you have any additional information.
Business Response
Date: 11/22/2024
We appreciate your concerns and the opportunity to address them. On November 22nd, 2024, a letter was mailed to the customer to address their concerns.
Business Response
Date: 12/05/2024
We can confirm that you spoke with an agent on December 3, 2024, regarding the details of your account. Additionally, we have sent another letter to you via mail.
Customer Answer
Date: 12/06/2024

********** ********

I am rejecting this response because: the company SunPower has not assigned anyone to come out to my home and check if my solar panels are working. According SunPower they do not have a maintainer team at the moment.

Sincerely,

****** *******
Initial Complaint
Date:11/14/2024
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.
In July 2023 I signed up for solar on my house. At the time I signed up for automatic payments. My contract states $289.84 an a credit of $7.50 for auto pay, which brings it to $281.67. Despite November being auto pay, I was charged the $289.84. I sent an email immediately on 11/5 and still have not heard back. I immediately cancelled auto pay, as SunPower is not holding up their part of the contract. I just got the next bill and now it is $297.34, and I have no idea and nothing in writing that states the increase. Plus, with my contract there should NOT be an increase.

In addition, I have several warranty issues that have also not been addressed, causing my power bill with PGE to go back up. This is also breach of contract. I will not be paying until they hold up their end of the contract and if I get a late fee I will elevate the issue.
Business Response
Date: 11/22/2024
We appreciate your concerns and the opportunity to address them. On November 22nd, 2024, a letter was mailed to the customer to address their concerns.
Customer Answer
Date: 12/16/2024

Complaint: ********

I am rejecting this response because: I have filled out the warranty issue online form from the link provided OVER a month ago and have NOT heard back from anyone regarding my issues. I keep filling them out but no one bothers to respond, so I am rejecting because I doubt this will be taken care of by March. I have electrical issues, breaker issues, and panel issues that have not been addressed since April/May 2024. For the last two months I have had to pay $300 more in electrical bills because your company can't abide by their side of the contract. I will give until March and then seek legal counsel. I doubt I am the only one with issues, so it may end up being a class action lawsuit. Again, I will give till March.

Sincerely,

******** *****
Business Response
Date: 01/02/2025
We can confirm that your account has been escalated to your lender as they continue to identify an Operations and Maintenance Provider. At this time, your account has been placed in deferment with the next due date of March 3, 2025. If the issue remains unresolved by your next due date, please contact us to request an extension of the deferment.
Initial Complaint
Date:11/03/2024
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.
We are a military family in escrow to sell our home and need to transfer the lease of our solar panels in order to close. Our ability to close is in jeopardy because no action has been taken to complete the transfer, and SunPower/Launch Servicing has had the necessary paperwork to complete the transfer since early October. The escrow office has called daily on our behalf and we’ve also called multiple times to no avail. We are filing a complaint because this is unacceptable for such a huge financial transaction, and hope to achieve resolution.
Business Response
Date: 11/12/2024
We appreciate your concerns and the opportunity to address them. On November 12th, 2024, a letter was mailed to the customer to address their concerns.
Customer Answer
Date: 11/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* They have satisfactory resolved the issue.
Thank you,

***** ********
Initial Complaint
Date:10/29/2024
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.
I have attempted to submit forms for late payment forgiveness and partial payment forms to bring my account current. I am giving the run around each time I contact them. I submitted forms and payment on 9/13/24 still no response after being told it would take 30 days to process. When I do call them they hang up on me without giving me the chance to speak to anyone. I would like to bring my account current however it is impossible to deal with this company. Now that I am showing behind they have hit my credit pretty hard without working with me on payments. If someone does speak with me, they tell me to pay all of what's due or they cant help me.
Business Response
Date: 11/01/2024
We appreciate your concerns and the opportunity to address them. On November 1st, 2024, a letter was mailed to the customer to address their concerns.
Initial Complaint
Date:10/29/2024
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.
On October 4th, I submitted a lease transfer request for the solar panels on my roof due to accepting an offer on my home. I have called multiple times to only receive an update that it has been escalated to a supervisor but no timeline can be given. I received an update requesting signatures on 10/24 and 10/25 and completed the request within a few hours. I also requested a lease buy out quote on 10/24, but have not received this information. My closing date was on 10/25/24 and it is now 10/29/24 with no update from the company. I cannot close on my home and i'm at risk of losing my buyers, my interest rate and the house I purchased out of state. My lease transfer needs to be competed immediately along with a buy out quote.
Business Response
Date: 10/31/2024
We appreciate your concerns and the opportunity to address them. On October 31st, 2024, a letter was mailed to the customer to address their concerns.
Initial Complaint
Date:10/28/2024
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 am not liable for this debt with ******* **************, I do not have a contract with PATIENTFI/LAUNCH did not provide me with the original contract as i requested.
Customer Answer
Date: 10/28/2024
Pull this information from my credit report.
Business Response
Date: 11/08/2024
We appreciate your concerns and the opportunity to address them. On November 8th, 2024, a letter was mailed to the customer to address their concerns.
Initial Complaint
Date:10/22/2024
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 had this loan since 2015 and during covid I wasn’t able to pay. I contacted launch services and told them I couldn’t pay due to covid and they said there was nothing they could do to help me. I was extremely upset because the interest was only going to go up and in the contract it says if I’m struggling to make a payment to give launch servicing a call. They didn’t help me during this process and because of that I accumulated over $8,000 in interest. This all could of been avoided if launch service helped me during this difficult time. Now since one of my family members is willing to lend me money to pay this off , I’ve been trying to settle since June 2024. I would be on the phone for hours calling launch services just to be put on hold and not being able to talk to anyone. This continued for a couple of weeks until I was finally able to speak to someone and when I finally was able to launch services said I had to negotiate a settlement with the school( The culinary institute of education). I was frustrated but called the school and no answer for weeks. I was calling everyday and then finally I was able to speak to *****. I told ***** about my situation and that I’m going through hardship right now and I can only pay 20,000. She said she couldn’t make a decision and that Matt the president of the school can make a decision. I asked for his information and was able to get his email. Once I got his email I sent a settlement letter informing him of my situation and what I can settle for. He replied back and said I had to call launch servicing to negotiate a settlement. I replied back saying that I spoke to launch services and they said I had to speak to the school. I was going back in forth in emails and the conversation wasn’t going anywhere. That same day Matt called my cell phone to talk about my situation. The conversation didn’t lead anywhere and Matt ended up hanging up the phone on me. After that I sent an email stating how disrespectful I felt.
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.
Business Response
Date: 11/26/2024
Hello,
We continue to receive response rejections from this consumer despite addressing all questions and concerns regarding a settlement. We have worked with the lender to confirm that this is the settlement amount approved. Launch Servicing is unable to assist further with the customer's repeated claims. Please review this complaint, as we believe it is appropriate to close it given that all answers have been provided.
Customer Answer
Date: 11/28/2024
I’m extremely upset that there was nothing else you could do to help me settle this loan. When I submitted my claim you said that if we can’t come to a decision that was fair for the both of us. But that wasn’t the case, I still don’t have the extra 5,000 launch services wants me to pay. Also launch services breached their contract with me because they are suppose to provide support if I can’t make a payment. Every time I called they always said there was nothing they could do, never received any help.
Initial Complaint
Date:10/21/2024
Type:Order 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.
On September 12, 2024 I filed paperwork to have the lien that is on my house for the leased solar panels from ******** to be removed so I can refinance. It’s been six weeks and still waiting. I have called numerous times to just to find that I can’t get a hold of anyone. The few times I have gotten hold of someone they have reassured me that a supervisor is working on it but still no resolution.
The lack of transparency and communication has been frustrating beyond belief.
What should’ve been done in three days has been going on for almost 2 months. Their continued response is just push off the responsibility that they have with terms like “ Supervisor is working on it” “We have escalated this issue” and “ We have mailed a letter to the customer”. All empty promises.
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.
Customer Answer
Date: 10/24/2024

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:10/16/2024
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 am not liable for this debt with launch services i do not have a contract with them and they did not provide original contract like i requested
Customer Answer
Date: 10/17/2024
This is tbe consumer i want this debt removed from my report i do not have a contract or a debt with this company
Business Response
Date: 10/31/2024
We appreciate your concerns and the opportunity to address them. On October 31st, 2024, a letter was mailed to the customer to address their concerns.
Initial Complaint
Date:10/15/2024
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.
My solar lease was with Sun Power and they filed bankruptcy and transferred the lease to Launch Servicing, LLC. I was in the process of refinancing my home loan to buy out my ex-husband’s interest in the property per our divorce settlement. Since both of us had signed the original lease, the lease needs to be assigned to my name only and the *** terminated & a new one filed. Forms were submitted online with ************ for the lease assignment and the refinance. On 8/21 after being on hold for over 90 minutes I spoke with a representative at Launch Servicing and confirmed all my information and confirmed that the request was received on 8/15 and would be processed in the order received and the process could take up to 30 days. On Sept 5, after being on hold for over an hour, I spoke with a representative she said process takes 20-25 business days. She said if I didn’t receive the lease assignment by then, they could expedite it. On Sept. 19 which would have been the 25th business day, I tried calling as I didn’t receive anything and I was unable to speak with anyone. Both my escrow & myself have tried numerous times to get an update and if we are lucky to speak with a representative after being on hold for a very long time, we have been told different processing timeframes. On Oct. 14, I called and the prompt says if your escrow is supposed to close in the next 2 weeks press 9 and then I say my zip code per the prompt and then recording says, “due to unusual high volume of calls, please try your call again later” and I can’t even stay on hold to wait for the next available representative& I’ve tried calling different times of the day. I have sent several messages on the online payment portal also, and still no one has contacted me or the escrow. I need to get the refinance done as my ex-husband needs his money and it is costing me more money for every day that I cannot complete the refinance as I already lost the interest rate that I had locked in.
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Launch Servicing, LLC is NOT a BBB Accredited Business.