Have questions about the Palmetto Comfort Plan integration in SetSale? Here are answers to the most common questions.
General Questions
What is the Palmetto Comfort Plan?
The Palmetto Comfort Plan is a lease-based financing program for HVAC equipment. Instead of paying the full cost upfront, homeowners make monthly payments over a set term (e.g., 10 years). It's not a traditional loan — Palmetto owns the equipment during the lease period.
What's the difference between an escalation rate and an interest rate?
An escalation rate determines how much the homeowner's monthly payment increases each year. For example, a 0.99% escalation rate means the payment goes up by 0.99% annually. A 0% escalation rate means the payment stays the same for the entire term. This is different from an interest rate on a loan.
Can I choose which Palmetto plans are available to my customers?
No. The available lease plans and rates are determined by Palmetto based on factors like the homeowner's state and the estimated lease amount. These can't be customized within SetSale.
Does adding Palmetto financing slow down quote creation?
No. The Palmetto integration runs in the background and shouldn't noticeably affect the time it takes to create a quote.
Setup and Account Questions
Where do I find my Palmetto alias?
Your alias is available in your Palmetto account. If you're not sure where to find it, contact your Palmetto representative.
I don't have a Palmetto account yet. How do I get one?
You can click the Apply for Palmetto button on the integration setup screen in SetSale. This opens the Palmetto application form. Once Palmetto processes your application, they'll contact you to complete setup.
Financing and Quote Questions
The Palmetto rates aren't loading. What should I do?
Click the Refresh button next to the Palmetto Comfort Plan section in the financing area of your quote. This pulls updated rates from Palmetto. If rates still don't appear, try refreshing the page or checking your Palmetto account connection.
Can I change the default financing option shown to the homeowner?
Currently, if a Palmetto Comfort Plan is selected alongside a standard financing option, the Palmetto plan displays as the default in the customer-facing presentation. This can't be changed at this time.
My customer wants to make changes after signing. What do I do?
Reopen the quote, make the changes, and reshare it. The homeowner will need to go through the Palmetto application and DocuSign signing process again with the updated terms.
Support and Troubleshooting
My customer has questions about their lease application. Who should they contact?
Contact Palmetto directly. SetSale does not manage or have visibility into the Palmetto lease approval process, credit decisions, or contract terms. If you or your customer have questions about the lease itself, reach out to Palmetto's support team.
Palmetto rejected one of my installation documents. Now what?
You'll receive an email with a link to update the document. Click the link to go directly to the Palmetto account and upload a corrected version. A new task will also appear on the quote in SetSale.
My customer was denied by Palmetto. What are my options?
If Palmetto denies the homeowner's application, reopen the quote in SetSale and select a different financing option or adjust the quote. Then reshare the updated quote with the homeowner.
Why do some Palmetto emails reference "LightReach"?
LightReach is part of Palmetto's product suite. Some automated emails from Palmetto may use LightReach branding. If your customer asks about it, let them know it's connected to their Palmetto financing.
I clicked "View Account" on a quote, but I'm seeing a login page. What happened?
The View Account link opens the Palmetto account associated with that quote. If you're not logged into Palmetto, you'll be prompted to log in first. You'll need valid Palmetto credentials to access the account details.