Consumer complaint received 2022-02-10 00:00:00
Product: Payday loan, title loan, or personal loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: Ygrene Energy Fund Inc.
State: FL

Complaint narrative:
Hello, I wanted to reach out in regard to the Ygrene ( PACE ) financing program. Our project has been unfished since XXXX of XX/XX/XXXX. After several attempts to have the contractor finish the project, Ygrene has decided to simply close our case and have us homeowners deal with Ygrenes approved contractor and start repayment for an unfished project ( XXXX ). For the past month ( since we received our taxes for this year and the PACE loan shows in it ) we have attempted to have Ygrene issue a Tax correction. Unfortunately, Ygrene is unwilling to do so, has closed the case and will not put anyone on the phone when we call to speak to someone. At this moment for the past month, we have been able to speak to 3 different representatives that puts us on hold ( calls lasting over 3hrs ), transfer us to non-voicemail lines forcing us to start the call over and tell us the case will be reopened and someone will get back to us ( this has been the scheme of the previous 2 calls ).

As homeowners, we are truly concerned with Ygrene practices. We still fail to comprehend how a financial institution has the right to issue payment by voiding someones signature and has the right to deny homeowners an explanation and a solution. We are simply asking Ygrene to honor our contract agreement, to have the Ygrenes approved contractor complete our project to our satisfaction and start payment after a year of true project date of completion. In the meantime, due to Ygrenes negligence of final payment release we are asking Ygrene to issue a Tax correction to the XXXX XXXX XXXX Appraiser/Tax Collectors office and not submit another claim until our project has been fully completed and our signature is collected as proof of satisfactory completion.

Ygrene issued full payment to contractor on XX/XX/2021 after someone internally Voided our Signature from a DocuSign even though we had a case open and had been in communications with Ygrene since XX/XX/XXXX when Statewide came to our home to install windows ( raw installation as at that time there were no screens, no window covers and no city inspection ). Statewide had us signed a document stating that phase 1 of their project was completed ( windows were placed in openings ) and a punch list of items was pending for Phase 2 ( windows could not be covered as they needed to pass inspection. Inspector needed to see bolts and nails ). Unfortunately, Ygrenes employee failed to check the case notes, failed to get approval from us homeowners ( that project was finished to our satisfaction ) and released payment to a job that was not completed. 
Timeline : XX/XX/2021 : Email received from Ygrene requesting authorization for final payment to contractor ( " signature request '' via DocuSign ) XX/XX/2021 : Homeowner placed call to Ygrene to stop payment process due to unfinished project. During phone call list of punch items was discussed along with document signed for contractor containing these items. Representative was to follow up the following week to see if project had been finalized. During phone call, Ygrene representative stated Ygrene would not issue final payment until Phase 2 of project was satisfactorily completed. 
XX/XX/2021 : Email of " Voided '' Signature Request '' received. Funds released to contractor by Ygrene representative. 
XX/XX/2021 : Phone call and email sent to Ygrene questioning email received and requesting an explanation as to why signatures were voided, case notes ignored ( from XX/XX/2021 phone call ), no final inspection provided and funds released. As homeowners it never crossed our minds Ygrene had the authority to Void our signatures, deny and fail to provide final inspection and release final payment to an ongoing project.

A year later, we are still waiting for contractor to finalize window installation. Per contractor, due to employee 's negligence pieces of our custom windows were damaged and needed to be replaced. Statewide ( contractor ) sent different people with pieces of items missing ( one piece here and there ) always claiming shipment was lost, misplaced and new custom parts needed to be ordered again ( manufacturer in XXXX ). XXXX XXXX, Escalation specialist from Ygrene who has been following up complaint since XXXX ( complaint XXXX ) decided to close the case on XXXX after a phone call was placed to Ygrene on XXXX to request Tax Correction. During the call of XXXX, Ygrenes representative terminated 3hr call by sending me to a XXXX XXXX voicemail that was never picked up and with the promise XXXX XXXX and his supervisor would take a look at the case and give me a call back. Unfortunately, on XXXX after failing to contact us homeowners, XXXX XXXX sent us an email with the following statement Ygrene acknowledges that this is a frustrating situation for you. Please be advised that matters related to construction and installation are addressed in the Certificate of Completion and must be handled directly with the installer in accordance with the agreement. Ygrene can refer you to the State of Floridas XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). They are set up to answer consumer questions about past and present activities of licensed contractors and may be able to advise you on your specific situation. They can be reached at XXXX or online at http : //XXXX/. 

Dealing with the XXXX might take us months or years, especially if this case needs to be escalated to court. We request Ygrene to honor their outlined consumer protection promises and at a minimum issue the Tax Correction along with a promise to not submit another one again until project has been completed, an onsite inspection has been provided and owners satisfaction with signature is obtained.

Consumer Protection list Ygrene promised and has breached : As the financing company, we want every customer to have a stellar experience with the contractor they choose. Ygrene will always be willing to help facilitate communication between the customer and the contractor theyve chosen to work with. 
We're also selective about which contractors can offer our financing. We review every contractor who offers our products, and help you resolve any issues that come up with them. Your contractor will not receive final payment until you've signed off that your project has been completed to your satisfaction.

Final payment isn't released to the contractor until you sign off that the work has been completed to your satisfaction. ( On-site inspection provided, if required. ), We trusted Ygrene and the PACE program with the finance of our storm protection project, expecting Ygrene to function as a financing company while providing top of the line consumer protection. Unfortunately, everything that we have experienced with Ygrene has been the opposite of what was initially promised.

If you can be so kind to help us with this issue or direct me to someone that can help, I will appreciate it. I can be reached at XXXX. 

Regards, XXXX XXXX

Company response to consumer: Closed with explanation