Complaints

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:07/23/2025

  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.

  I am going through a refinance with another company and part of this is they needed a Subordination Agreement from Mosaic. We have been attempting to get this letter since the ending of June and keep getting asked to submit documents that we already submitted causing this to be delayed. I have called them at ************ and spoke with multiple **** and only one really helped. His name is *****. He was very helpful and was able to give updates, I have since called many more times to get updates and kept getting told I need to email them at *********************************** and they can not get information on the case eventhough they have before. Every time I emailed I got an automated response asking me to upload documents for the Subordination that ***** already confirmed they have and would not get any help. My closing date for this is 7/24 and we have been trying since 6/24 and they claim its a 5-7 business day service time and we are way beyond that.

  

  Business Response

  Date: 07/30/2025

  Dear Davyn,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  As of July 25, 2025, our records reflect that weve processed all subordination paperwork and have finalized your notarized subordination Agreement to your requested address. These shipments are sent once a week and can take up to three business days to be received once mailed.
  
  Please feel free to contact our Customer Experience team at ************************************** if you need any assistance or have any questions regarding your loan.
  
  Kind regards,
  Mosaic Loan Operations 
  
  

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It wasn't until I made this complaint they suddenly had everything completed when it was dragged on for over a month. They did provide what was needed but in a highly unacceptable process.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/21/2025

  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.

  We are filing this complaint against Mosaic ******************************* for knowingly financing a solar installation sold under false and deceptive pretenses by *******************, through their sales agent ***** ***** Light. In October 2023, Mr. ****** representing Freedom Forever, sold us a solar system with multiple fraudulent claims:He verbally promised much higher energy output than the ***** kWh/year he discreetly underlined in the Mosaic contractknowing tree coverage on our property would prevent such performance.He claimed we had a 25-year warranty, including coverage if a tree damaged the panels. That turned out to be completely false. When a tree did fall on a panel, we were told to file through our homeowners insurance.He assured us we would have a three-month ***** period before loan payments began after activation. That also was a lienowhere in the contract is this included.He rushed my partner into signing, never mentioning that Mosaic would file a *** lien against our home, which we only discovered after the fact.Mosaic issued and funded the loan anyway, despite having full access to the installation data and contract documents from Freedom Forever. Even more concerning:The FTC Holder Rule, which gives consumers the legal right to assert claims against a lender for a sellers misconduct, does not appear anywhere in the Mosaic loan contract. This omission suggests that Mosaic is attempting to shield itself from liability, even though it directly enables predatory solar sales through its lending platform. Thats unacceptable. Mosaic should be held accountable as a lender that is, at best, willfully blindor at worst, complicit in this fraudulent scheme.Relief Requested:Immediate cancellation of the loan and full release of the lien based on fraud and misrepresentation Accountability for Mosaics failure to include Holder Rule protections and refund of the money already paid.

  

  Business Response

  Date: 07/22/2025

  Hello ********,
   
  We are unable to address your concerns, as you are not listed as our borrower of record and we therefore cannot release any specific loan information.
   
  If the borrower would like for you to be an authorized third party on their account, please have them contact our Customer Experience team at ************************************** and have them fill out a "Third-party Authorization Form Request".
   
  Kind regards,
  Mosaic Loan Operations
  
  

• Initial Complaint

  Date:07/17/2025

  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 got a solar quote from Freedom Forever 5/20/24 and never moved forward with purchasing solar from them. We received a bill from Mosaic this month July 2025 for loan invoice in the amount of $33,209.57 and first payment due 7/27/25 it shows that the loan start date is 5/24/24. Also, they're reporting it on *************. This is fraud since we never agreed to purchase the solar and we only got a quote from them. We're not responsible for this loan. When we contacted them, they're pointing fingers to each other. We need help resolving this ASAP

  

  Business Response

  Date: 07/17/2025

  Dear *******,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records reflect that you signed a loan agreement on May 20, 2024, and that you had done so using the email address **************************************, which our investigation confirms belongs to you. On that same day, you also completed a welcome call with Mosaic, confirming your awareness that a loan was being obtained, and of key loan terms. Your loan was partially disbursed to your solar installer in accordance with the terms of the loan agreement. Please contact your installer Freedom Forever at **************, and ask that they confirm the current status of the project to Mosaic. As a courtesy, we are also directly contacting Freedom Forever.
  
  Please feel free to contact our Customer Experience team at ************************************** if you need any assistance or have any questions regarding your loan.
  
  Kind regards,
  Mosaic Loan Operations 
  
  

• Initial Complaint

  Date:07/17/2025

  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 was connected with this lender via a solar company. The representative made clear that I could cancel the job (install,) any time up to the point of install, which reassured me that I could get the process started before finishing my research into their default installer. I had great concerns after researching the installer and cancelled the job and being unable to get estimates from local installers decided not to go through with a solar install at this time. This company (the lender,) now has a lien against my home I believe for a loan that I do not intend to use, yet they indicate it is too late for me to cancel the loan. I'm unsure how this is supposed to work now and I have not heard anything back from this company once cancelling the work and reaching out to them about this.

  

  Business Response

  Date: 07/17/2025

  Dear *****,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records show that you executed a loan agreement on March 3, 2025 for the purchase and installation of a solar system from Freedom Forever. On that same date, you completed a welcome call with Mosaic, and confirmed your understanding of various loan terms, including the three day right to cancel included in your loan agreement. Your loan has been partially funded in accordance with the terms of the loan agreement. If you are no longer pursuing a solar project with Freedom Forever, please contact them at **************, and ask that they send the current status of your project to Mosaic. As a courtesy, we will also directly contact your installer and ask that they provide the project status.
  
  Please feel free to contact our Customer Experience team at ************************************** if you need any assistance or have any questions regarding your loan.
  
  Kind regards,
  Mosaic Loan Operations 
  
  

• Initial Complaint

  Date:07/15/2025

  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.

  We are attempting to escalate the closing of a heloan for completing a project on our home before our baby is due very soon. On our original contract it is stated Upon request, we will confirm to any mortgage lender that our lien is limited to the Collateralized Goods and does not extend to any part of the Residence, but our title company has informed us that the lien is in fact filed against the home. The request for subordination letter has been submitted for the wrongful application of this lien, and we have followed up dozens and so has our title company. The only answer we have received is from the loans department (when we arent accidentally disconnected) is them stating they dont have any direct contact with the lien department or they dont have any update. This has continued for days with no resolution, response to emails, or call backs as we were told we would get, and is preventing us from closing our contract.

  

  Business Response

  Date: 07/15/2025

  Hello ****,
   
  We are unable to address your concerns, as you are not listed as our borrower of record and we therefore cannot release any specific loan information.
   
  If the borrower would like for you to be an authorized third party on their account, please have them contact our Customer Experience team at ************************************** and have them fill out a "Third-party Authorization Form Request".

  Kind regards,
  Mosaic Loan Operations
  

  
  

  Customer Answer

  Date: 07/16/2025

  Per Servicing Case # - ******** I was established as an authorized user by my husband on Monday via email, and I am the co-owner of the property in dispute. 

  

  Business Response

  Date: 07/16/2025

  Hello ****,
  
  Thank you for your reply.
  
  Our records reflect that as of July 16, 2025, weve processed all subordination paperwork and have finalized your notarized Subordination Agreement which will be sent to your requested address. These shipments are sent once a week and can take up to three business days to be received once mailed.
  
  Kind regards,
  Mosaic Loan Operations
  
  
  

• Initial Complaint

  Date:07/15/2025

  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.

  We had solar panels installed by a solar company, and finance through Mosaic. A couple of weeks ago we decided to get a home equity loan. Our bank told me that they had to be 2nd in line after the mortgage lien so I called Mosaic. They said no problem as their lien is on the solar panels and not on the house. That was a lie, when the bank got the title they were there in the second spot. I then called them back and they said they could do a temporay lien removal for $250. I said that I would pay that and it would work. Last night, 7/14 I got an email saying they could no longer do that. When I called today, 7/15, they said it was do to the bankruptcy filling. I have called and talked to a minimum of four people and that was never explained. i know need to pay it off to meet the needs of my family and still waiting for the $250. Now I need to pay it off with a higher interest rate. Very poor customer service and I am not convinced that anything that I was told on line was true. When asked why they are stopping services they had previsouly provided they hid behind the bankruptcy. Bankruptcy email that I got is make sure you pay and that our services will remain in affect. Not if you can't do what you used to.

  

  Business Response

  Date: 07/16/2025

  Dear ******

  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.

  Solar Mosaic's lien, recorded as a UCC-1 Financing Statement in the county records, memorializes Solar Mosaic's secured interest in your personal property, specifically the solar panels and related solar equipment. Mosaic's security interest is in the solar panels and equipment only. The ***-1 is not a lien on the real property. Please refer to Section 7 of your loan agreement and Section 4 of the ***-1 filing.

  There are a few options for customers seeking to refinance or obtain a HELOC: (1) work with your title/escrow company to explain the lien is against the equipment only (and not the real property); (2) pay off the current loan through your refinance/transaction; or (3) upon request, we will confirm to any mortgage lender that the UCC-1 lien is limited to the solar equipment and does not extend to any part of the residence by contacting Mosaic Loan Servicing.
  

  Please feel free to contact our Customer Experience team at ************************************** if you need any assistance or have any questions regarding your loan. 

  Kind regards,
  Mosaic Loan Operations 
  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23602929
  
  I am rejecting this response because: when you pull the home title Mosaic is on the lein.  It does not matter what you say or what we look at in the document. It is in the title.  I am paying off the loan, as I choose not to work with Mosaic.  I am still waiting for my $250 refund that I was told happening last week.  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/21/2025

  Hello ******,

  Thank you for your reply.

  Our position remains the same - Solar Mosaic's lien, recorded by way of a UCC-1 Financing Statement in the county records, memorializes Solar Mosaic's secured interest in the borrower's personal property by way of the solar panels and related solar equipment. Mosaic's security interest is in the solar equipment only. The **** does not constitute a lien on real property. This information can be found in section 7 of your loan agreement. For those engaged in a real estate transaction - Mosaic also has a subordination process available for the *** filing. Regarding a refund of the fee, we have asked our team to investigate further, as  transaction ID ************* for the refund was generated.

  Please feel free to contact our Customer Experience team at ************************************** if you need any assistance or have any questions regarding your loan.

  Kind regards,

  Mosaic Loan Operations

• Initial Complaint

  Date:07/15/2025

  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.

  MOSAIC has billed me after a year for Solar panels that were NEVER installed. The contract was cancelled a few days after the origional contract was offered. Contract was rejected because of MOSAIC reporting as Personnel loan and not home improvement. I rejected the contract and cancelled with all parties.

  

  Business Response

  Date: 07/16/2025

  Dear *******,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records show that on April 5, 2024, we received a request from you to cancel the installation and financing. Per your request, we reached out to your installer to obtain approval, however, they declined the cancellation at that time. We've reached out to your installer again recently to confirm the status of the project and await confirmation to continue to process this request.
  
  Please note that on June 6, 2025, Mosaic filed voluntary petitions for relief under Chapter 11 of
  the U.S. Bankruptcy Code in the United States Bankruptcy Court for the Southern District of Texas. As a
  result, there is an automatic stay in place.
  
  For additional information regarding Mosaics Chapter 11 process, please visit
  *************************************************. Stakeholders with questions can contact the Companys claims
  agent, ***** by calling ************** (U.S./******) or ***************** (International) or emailing
  ********************************************************.
  
  Sincerely,
  Mosaic Loan Operations
  Solar Mosaic LLC
  ********************************************************************

• Initial Complaint

  Date:07/14/2025

  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.

  Mosaic's Solar contractor went out of business. Solar equipment issues. Mosaic put a lien on the wrong house! Unable to refinance a primary house that does not have solar on it. After delaying my refinance over 2 months, I have been financially harmed. I want to cancel remaining payments and get liew removed, and my credit score restored!!! Mosaic declared bankruptcy and financially caused be harm.

  

  Business Response

  Date: 07/21/2025

  Dear ****,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records reflect that you executed your loan agreement with Mosaic on February 22, 2023. On February 27, 2023, you completed a "welcome call" with Mosaic to verify key terms of your loan agreement, and this call was completed with telephone number ************** (which you have confirmed as being yours). During the course of the call, you specifically confirmed to Mosaic that the address where work would be performed was *******************************************, and Mosaic filed its UCC accordingly.

  Our records reflect that as of July 9, 2025, Mosaic successfully completed a subordination of its UCC filing in order to assist with your transaction, and that you have been informed of such.
  
  Please feel free to contact our Customer Experience team at ************************************** if you have any additional questions or concerns regarding your loan.

  Kind regards,
  Mosaic Loan Operations 
  

  
  

• Initial Complaint

  Date:07/08/2025

  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.

  On February 28, 2024, a representive from Freedon Forever camto our house and stated to me and my wife, that he wa arepresentative of the above reference company associated with *************, our electric company. He stated that the power company was trying to assist customers with high electric bills to help reduce the customer costs. I informed him that our bill and increased to %154 per month. He stated that at the current rate, in the next few years, oiur bill could increase to $300 per month and more. Also that ************* was interested in assisting customer and that with ********************** panels, our bill wouldn't go avove $125 per month. He flashed his badge which was worn on his belt under his jacket. He then aswked if he could get a copy the the graph on the ****** Power bil, wihch I was able to access on the computer and he was given a copy of it. He said that he needed to assess my credit. I told him that it was frozen, so I unfroze it. We were told that ************* needed it for them to het it approved. He presented information a a small tablet and swhowed me where to initial it and afterwards he siaid that it was approved. At no time was there any reference to money of financing. No Loan Disclosure information given. Nothing indicated that I was applying for a loan. A short time afterwards, I was contaced by Freedom Forever with an installation date of April 1. We have trees over a section of our roof. He wanted install the panels anyway and said that tree surgeons would come after installation to remove the overhanging branches. I contacted Freedom and cancelled the project.I started to receive emails from Mosaic. I didn't open them because I had no idea who or what they were and was afraid of hacking or computer viruses. After about the third email, I opened one and was shocked to see that it was a contract from Mosaic for a loan Of $31,915.74. Mosaic informed me that they would cancel the loan once Freedom notified and money paid by me would be refunded

  

  Business Response

  Date: 07/11/2025

  Dear *******,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records reflect that you signed a loan agreement with Mosaic on February 28, 2024, using the same email address that you have provided in your complaint. On that same date, you completed a welcome call with Mosaic confirming that you were obtaining a loan, and key loan terms. Your loan has been partially funded in accordance with the terms of your loan agreement. At this time, if you are seeking cancellation of the solar project, you must directly contact Freedom Forever at **************. When speaking with Freedom Forever, please ask that they send the current status of your project to Mosaic.
  
  Please feel free to contact our Customer Experience team at ************************************** if you need any assistance or have any questions regarding your loan.
  
  Kind regards,
  Mosaic Loan Operations 
  
  

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23573405
  
  I am rejecting this response because: This has been ongoing for 15 months. I might have spoken with someone  shortly after the loan was signed, but there was not discussion of a loan. I apparently discovered the loan amount after the alleged conversation. However, upon viewing the loan agreement, I did call and spoke to a woman about my lack of knowledge of a loan because I would not have signed it. I filed a complaint about Freedom Forever. I did get a response from them. Their response was virtually the same a Mosaic. "Once Mosaic receives notice of cancellation, they will begain the cancellation process and I will receive an email from Mosaic". I have been getting that same response for over a year.  

  I am not accept the response.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/14/2025

  Hello *******,
  
  Thank you for your reply.
  
  Our position remains the same: Our records reflect that you signed a loan agreement with Mosaic on February 28, 2024, using the same email address that you have provided in your complaint. On that same date, you completed a welcome call with Mosaic confirming that you were obtaining a loan, and key loan terms. Your loan has been partially funded in accordance with the terms of your loan agreement. Given that your loan is partially funded in accordance with the terms of the loan agreement, Mosaic requires confirmation of your project status from Freedom Forever before any actions may be taken. Please continue to contact Freedom Forever directly regarding this matter; they may be reached at **************.
  
  Please feel free to contact our ************************************** if you need any assistance or have any questions regarding your loan.

  Kind regards,
  Mosaic Loan Operations
  

  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23573405
  
  I am rejecting this response because: Given that I might have spoken to someone after signing the loan, the conversation was about the project. There was still no mention of the Loan or the amount. On March 21, I opened an email from Mosaic and at that time, I discovered the loan for $31,951 that I was responsible for and not *************. I contacted Freedom Forever and cancelled the project. No panels were installed. None were ever sent to my property. 

  In the subsequent conversation with Mosaic stating that I had cancelled the project with Freedom Forever,  I asked ilf any funds had been disbursed to Freedom Forever. I was informed that they had disbursed $12,799.00 to Freedom. I informed Mosaic that the project had been cancelled and to please not disburse any more funds. 

  I was informed by the Mosaic representative that they would not and that, upon receipt of a cancellation notice from Freedom Forever, they would refund any funds paid. I also asked that my credit would be corrected and the lien on my home be removed.

  On the Freedom Forever customer portal, it shows on the timeline that my project was cancelled on June, 2024. That was over a year ago. As of this date, Mosaic contends that they havw not received a notice of cancellation from Freedom. 

  I have nothing but problems. This is a travesty of justice. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/16/2025

  Hello *******,
  
  Thank you for your reply.
  
  Our position continues to remain unchanged: Our records reflect that you signed a loan agreement with Mosaic on February 28, 2024, using the same email address that you have provided in your complaint. On that same date, you completed a welcome call with Mosaic confirming that you were obtaining a loan, and directly confirming key terms of your loan. Your loan has been partially funded in accordance with the terms of your loan agreement.

  Given that your loan is partially funded in accordance with the terms of the loan agreement, Mosaic requires confirmation of your project status from Freedom Forever before any actions may be taken. Please continue to contact Freedom Forever directly regarding this matter; they may be reached at **************. As a courtesy, Mosaic has contacted Freedom Forever regarding this matter, and has asked that they provide the current project status.
  
  Please feel free to contact our ************************************** if you need any assistance or have any questions regarding your loan.
  
  Kind regards,
  Mosaic Loan Operations

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23573405
  
  I am rejecting this response because: I never said that I didn't sign the loan. At the time, I didn't realize that I was signing a loan because it was never mentioned that I was signing a ******* was a fraudulent misrepresentation by the door to door salesman. I thought what I signed was pertaining to ************* to install Solar Panels.  When Mosaic was contacted and made aware of this, they advised that the loan would be cancelled, credit bureaus would be notified, and any funds paid would be refunded after receipt of this information from Freedom Forever. Freedom Forever's Customer Portal shows that the loan was cancelled on June 27, 2025. I would attach it, but I don't know how. I have ased Freedom Forever to send me a copy when they send the information to Mosaic, they refused. According to Freedom Forever, the cancellation is now in the hands of Mosaic. 

  t
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/21/2025

  Hello *******,
  
  Thank you for your reply.
  
  Our position remains the same: You completed a welcome call with Mosaic, in which you acknowledged your awareness that you had executed a loan agreement. Your loan has been partially funded in alignment with the terms of the loan agreement. As your request for cancellation is being made outside the three day right to cancel, Mosaic must accordingly verify with your installer. As a courtesy, Mosaic has contacted your installer and requested that they verify the project status; as of the time of this response, Mosaic has not yet received a reply from your installer.
  
  To be clear, to the extent that your concerns are based on any actions or shortcomings of your installer verifying cancellation of the project, such concerns should be directly addressed to Freedom Forever.
  
  Kind regards,
  Mosaic Loan Operations
  
  

• Initial Complaint

  Date:07/08/2025

  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.

  In May of 2024 we were contacted by Mosaic via their door to door salesperson. This person was very aggressive and pushy and wanted us to at least explore the possibility of getting solar at our home. We were told they would do a no obligation soft credit pull in order to give us an idea of the cost. Once we considered our options, we decided solar wasn't for us. We were assured that everything had been cancelled and it was understood we would not be moving forward. Fast forward to May of 2025 we have received a bill from Mosaic indicating we owed them 11, ****** for SOLAR we NEVER RECEIVED. We have contacted them several times and have also called Freedom Forever, the solar company associated with them and both companies are telling us the other one is responsible for cancelling the loan. Our claim has supposedly been "escalated" a number of times while they are still contacting us daily asking for payments on a loan they pushed through for something we NEVER GOT. This is fraud and I have no idea how this company is still in operation. This "loan" is now showing up on my credit report with no hope in sight of cancellation.

  

  Business Response

  Date: 07/10/2025

  Dear ******,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records reflect that you signed a loan agreement on April 29, 2024 for the purchase and installation of solar panels from Freedom Forever. Please note that Freedom Forever is a separate entity from Mosaic, and that Mosaic does not participate in either the sale or installation of solar systems. Your loan was partially funded in accordance with the terms of your loan agreement. If you are no longer pursuing a solar installation with Freedom Forever, please contact them at **************, and ask that they send confirmation of your project status to Mosaic.
  
  Please feel free to contact our Customer Experience team at ************************************** if you need any assistance or have any questions regarding your loan.
  
  Kind regards,
  Mosaic Loan Operations 
  
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23572180
  
  I am rejecting this response because:

  We signed cancellation paper work the same day and were told everything was cancelled. You obviously require NO PROOF that Freedom Forever gave us anything for that loan and therefore your company is also fraudulent. Again, WE NEVER RECEIVED ANY SOLAR. No one came to our home to install, no parts were ordered. We were told this loan was cancelled. Both you and Freedom Forever continue to say it's the other companies responsibility to remedy this situation and neither one is willing to follow up or cancel this loan. Again, we received NOTHING for this loan and it was taken out fraudulently in our name. Both of your companies have made us multiple promises to take care of this and no action has been made on your part. Shame on you both! 

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

  

  Business Response

  Date: 07/11/2025

  Hello ******,
  
  Thank you for your reply.
  
  Our position remains the same - Our records reflect that you signed a loan agreement on April 29, 2024 for the purchase and installation of solar panels from Freedom Forever. Loan funds were partially disbursed to Freedom Forever in accordance with the terms of your loan agreement. Prior to the BBB complaint that Mosaic received from you on July 8, 2025, we do not have a record of you requesting cancellation. At this time, please contact Freedom Forever and request that they confirm the status of your project to Mosaic.
  
  Please feel free to contact our Customer Experience team at ************************************** if you need any assistance or have any questions regarding your loan.
  
  Kind regards,
  Mosaic Loan Operations