ComplaintsforSolar Mosaic LLC

Financial Services

Current Alerts For This Business

Pattern of Complaint:

Solar Mosaic LLC came to BBB’s attention in January 2013. A review of complaints was done in July 2023. Based on BBB files this company has a pattern of complaints.

Complaints on file state funds are released to solar companies, prior to projects having received approval from city/county planning agencies or projects being completed. Consumers state being obligated to start making payments on systems that are not fully functional and difficulty working with the company when requests for refunds, billing adjustments or the cancellation of their contract are made for services not received.

Solar Mosaic LLC responded to BBB with the following:

Mosaic and Solar Titan USA are two separate companies with unrelated ownership. Mosaic provides financing for homeowners to allow them to purchase solar or home improvements. Solar Titan USA is a national solar panel installation company. Solar Titan USA did not act as Mosaic’s agent when loans were made to consumers.

While Mosaic is named in the lawsuit, there was no injunctive relief sought against Mosaic and it is not subject to any court order. The Court has granted injunctive relief against Solar Titan USA.

Mosaic is committed to being clear and transparent with consumers when providing financing options for residential home improvement projects and seeks to confirm that consumers understand the terms of their loans. Mosaic lawfully disburses loan proceeds in accordance with its loan agreements. Both the disclosure statement and the loan agreement signed by the borrower disclose to the borrower that the due date of the first payment depends on when loan proceeds are first disbursed to the installer or its equipment supplier and that the first payment on the loan may be due before the system becomes operational. A number of the allegations in the complaint regarding Mosaic are inaccurate, and the company is working with customers to understand and resolve issues raised regarding transactions with Solar Titan USA. This includes working with complainants to address their concerns. Mosaic is also committed to working with the Attorneys General of Tennessee and Kentucky to resolve the matter.

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Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was late paying my bill for February and March 2024. They sent someone out on March 29th to turn off the solar system and lock it. On April 5th I made a payment of $406 to bring the account current. My next bill is due April 9th with a 10 grace ******* No one has contacted me about turning the solar system back on. I receive a call today April 11th to try and collect the April payment. I ask them about turning the solar system back on. I was told no because my account is not current because my bill was due April 9th. I asked them about my grace ****** but they said no not until the account is current. I hung up the phone and made the payment through my account. I receive another call several hours later to try and collect *****'s payment again. I informed them I had already paid it and to please make sure their system is updated. I also asked them about coming back out to turn on the solar system again. I was informed they had to allow 10 days for the payment and then they would receive a code and from there it will take another 5-7 business days before they would send someone out. At that point my next payment will be due and since I don't really have a 10 grace ******, if it's not paid on the 9th then this process starts all over again. I've tried speaking to management and was told the same thing. So as of today April 11th I have made two payments that total up to $596 and they won't be turning on my solar panels for another ***** days. I really just paid to have metal stored on my home because I can't use them even though I've paid for them.
Business response
04/15/2024
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.

We would appreciate the opportunity to help resolve this issue however, since the nature of your concern involves personal financial information, we are unable to share details of your account in a public forum. Typically, the code to unlock the system is provided within 10 business days after the account is brought current. If you have any further questions or need assistance, please reach out to us directly.

Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PT and Saturday 8 a.m. - 5 p.m. PT. When calling, please reference case number ********. Thank you.

Kind regards,
************
Mosaic Loan Operations
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Beginning in November 2023, i was contacted by Vivint for solar panels. During the process, i applied for financing through Mosaic. I was approved for the panels. After several weeks, Freedom Forever came out and did their measurements. ****** then contacted me with a new/updated solar design. The new design did not fit my needs so i cancelled the solar panels. This was the beginning of December 2023. The beginning of February 2024, i received a bill from Mosaic. I called and was advised that ****** had accepted $30k for services and installation of solar panels. I quickly said that this was cancelled and work never started. I was provided with a claim number and was told by the Mosaic representative that this would be looked into. In March 2024, i called Mosaic for an update. I was advised that i would need to contact both vivint and freedom forever to have them notify Mosaic of the cancellation and that it is not Mosaic's responsibility to do this. I have sent several emails to both the Vivint and Freedom Forever representatives with no reaponse. This $30k loan has been placed on my credit report. I feel luck as Mosaic does not have my banking information, so theyre not able to withdraw payments. I am still continuing to get the runaround from Mosaic and no responses from anyone else. My next step will be speaking to an attorney to see what my legal options are. I have the emails showing i cancelled within weeks of beginning the process. The one Freedom Forever Representative did tell me that i have been marked for cancellation. This was towards the end of February 2024. It is now April 10, 2024 and you can clearly see there are no solar panels or solar work done to my home.
Business response
04/11/2024
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.

At this time, Freedom Forever has not provided confirmation of cancellation to Mosaic. As the loan was funded in accordance with the terms of the loan agreement, Freedom Forever will need to confirm cancellation in order for Mosaic to process cancellation. As a courtesy, we are reaching out to Freedom Forever, and requesting that they relay the current project status to Mosaic. In order to expedite this process, you may also wish to contact Freedom Forever at ************** and ask that they send confirmation of cancellation to Mosaic.
Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PT. When calling, please reference case number ********. Thank you.

Kind regards,
********
Mosaic Loan Operations

Customer response
04/11/2024

Complaint: 21558905

I am rejecting this response because: i have attempted several times over the past 2 months and have been advised at least one time that a cancellation request had been submitted by freedom. On 3/14/2024, i spoke to a lady from the ** department of freedom forever at phone number
************. She advised that she would be sending the cancellation notice to the provided email of ********************************************* it appears that this was not done. I have also sent several emails to both *************************** (Vivint - ************************************) and to ************************* (Freedom Forever - *******************************.) Neither have responded or attempted to contact me to resolve this matter. When i call into the number you provided for Mosaic and speak to a Mosaic representative, i am told there is nothing that can be done. At this point, i am not able to have anyone send the required cancellation as no one from either Vivint or Freedom Forever will contact me or do what is needed. I am grateful that you will reach out, but it seems that Mosaic is the only that can rectify this.
Sincerely,

**************
Business response
04/12/2024
Hello ******,

Thank you for your reply.

Our position remains the same - In order to process your request for cancellation, we first need to confirm with Freedom Forever that the project is cancelled. If you have confirmed cancellation with Freedom Forever, they may be processing this internally before providing notice to Mosaic. As we indicated, we are reaching out to Freedom Forever regarding your concerns, and hope to receive a response from them soon.

Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. When calling, please reference case number 04064587.

Kind regards,
********
Mosaic Loan Operations
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I applied for a home equity loan. However, in order to approve the loan, the ************* needs to be the primary lien holder on the mortgage. Mosaic is stating they do not have a lien on the property only the solar panel equipment. However, they went ahead and filed a lien. They have essentially blocked me from using my home equity. The title company and *************** contacted Mosaic and referenced an item in the contract that states that for $250, they can remove the lien temporarily but they were told they could not do that, even when it is stated in the contract. I am unable to close my home equity due to this.
Business response
04/12/2024
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.
We would appreciate the opportunity to help resolve this issue. Since the nature of your concern involves personal financial information, we are unable to share details of your account in a public forum.
Heres a bit more information about Solar Mosaic's ****1 county liens. These liens are recorded as a ****1 Financing Statement in the county records, which documents Solar Mosaic's secured interest in your personal property- the solar equipment. The ****1 is not a lien on the real property, only on the solar panels and related equipment. Please refer to your loan agreement and Section 4 of the ****1 filing for more information. There are a few options for customers seeking to refinance: (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; or (3) upon request, we will confirm to any mortgage lender that the ****1 lien is limited to the solar equipment and does not extend to any part of the residence by calling Mosaic Loan Servicing at **************.
If you have further questions, please contact the above number or email *************************************** We can be reached Monday-Saturday, 7 a.m.-6 p.m. PST. When calling, please reference case number ********. Thank you.
Kind regards,
************
Mosaic Loan Operations
Customer response
04/12/2024

Complaint: 21558363

I am rejecting this response because: My loan officer has already contacted Mosaic at the number listed and were told that they were unable to temporarily lift the lien for a fee. A lien was filed on the property and 4 different title companies were contacted and can all see the lien that was filed and my loan is not being processed because of this. I contacted the mosaic rep that worked with me no the loan and he stated on 04/10/24 that for a fee the lien can be lifted. He would stated he would be available to make the call along with my loan officer on 04/11/24. We have not heard from him as of today 04/12/24 2:37 pm. If their is no lean, why is there a statement in the contract that states they can lift the lean for a price? See attached statement from the contact.

Sincerely,

********************************
Business response
04/15/2024
Hello *******,

Thank you for your reply.

Mosaic asserts that the solar equipment is not considered a fixture. This stance is supported by both the loan agreement and the narrative portion of the ****1, both of which disclaim the characterization of the solar equipment as a fixture. For specific details on the collateral's use, please refer to Section 4 of the *** filing, which outlines the intended purpose. If you would like to take advantage of either of the options previously mentioned, please contact us and we will be happy to assist you.
Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. When calling, please reference case number 04064294.

Kind regards,
************
Mosaic Loan Operations
Initial Complaint
04/09/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed a contract to have a solar system installed in Jan 2023. The installer applied for a building permit from the ****************** and it was denied. The solar system was never installed.I have received numerous emails, mailings, and phone calls about "past due payments". I have phoned them repeatedly and emailed them documentation that the system was never installed and they continue to send emails and mailings.My excellent credit recently took a hit and I suspect that they may have reported me for a late payment.I won't pay for a product that I never received.
Business response
04/15/2024
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.

Please note that Mosaic is a separate entity from Freedom Forever, and provides financing for the purchase and installation of solar systems. As funds were disbursed to Freedom Forever in accordance with the terms of your loan agreement, Freedom Forever will need to confirm cancellation of the project before we are able to cancel the loan. We are actively contacting Freedom Forever regarding your concerns, and asking that they verify the current project status, so that we may take appropriate next steps. In order to expedite this process, you may also wish to contact Freedom Forever directly at **************. Please note that if/when the loan is cancelled, Mosaic would also request that the credit bureaus remove the tradeline from your credit reporting.

Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PT. When calling, please reference case number ********. Thank you.

Kind regards,
********
Mosaic Loan Operations

Customer response
04/15/2024
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 as long as they follow through cancelling the contract with Freedom Forever.

Sincerely,

*********************************
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
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.
I was approached by ***** about going solar in later summer 2023. I was told I would receive a tax credit of $10,000 for my $40,000 solar panel system. With that credit I’d need to give the $10,000 to ****** to keep my monthly finance payments low. I agreed and got the panels installed in September. When time came to file my taxes I got an email from ****** reminding its customers to claim the tax credit and pay down the panels within 18 months of installation or your payments will increase. I filed my taxes and received nothing extra with my tax returns. I called the *** and found out that the credit is non refundable. I got another email from ****** at the end of March reminding its customers again about the tax credit. ****** are **********
Business response
04/16/2024
Dear ********

Thank you for providing this feedback. 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 7/11/2023 you completed a Welcome Call with ******* The purpose of the Welcome Call is to confirm your understanding of the ****** **** and its terms. During that Welcome Call, it was advised to you that the tax credit amount and eligibility were not guaranteed and are dependent on a borrower's tax liability, which you confirmed your understanding. Please also refer to Page 2 of your Loan Agreement which discusses this matter.

Please feel free to contact our Customer Experience team at ***** ******** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST. When calling, please reference case number ********* Thank you.

Kind regards,
******* **
****** **** Operations
Business response
04/24/2024
Dear ********

Thank you for your response. Our position remains that the information provided to you by ****** was accurate, and was clearly outlined within your loan agreement as well as verbally confirmed within the Welcome Call. ****** was not present at the time of the sale and cannot speak to any representations made by the installer in regards to the tax credit. Instead, those concerns should be directed to your installer, ******* ******** as we cannot speak on their behalf.

Please feel free to contact our Customer Experience team at ***** ******** if you have further questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST. When calling, please reference case number ********. Thank you.

Kind regards,
******* **
****** **** **********
Customer response
04/25/2024

Complaint: ********

I am rejecting this response because: I have the mass emails sent to ****** customers from ****** about the tax credit. There was no disclaimer in the emails.

Sincerely,

******* *****
Initial Complaint
04/09/2024
Complaint Type:
Order Issues
Status:
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.
Signed up they filed a lien against my property after I stated to wait and have done put panels up in over a year and will not subordinate want full payment for work that isnt done yet
Business response
04/16/2024
Dear *******,

Thank you for providing this feedback. 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 in June of 2023, you entered into a Home Improvement Agreement with Freedom Forever, your installer, as well as a Loan Agreement with Mosaic to finance the purchase and installation of a solar system. As a result of the loan funding Mosaic filed a ****1 Financing Statement. The ****1 filing 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.

We see you did not advise us that you believe the solar project, and related loan with Mosaic, should have been cancelled until April 9, 2024. At that time a cancellation request was opened, and we are awaiting your installer's response. As soon as a response is available you will be updated via email. Should your installer confirm the cancellation the ****1 filing will be terminated upon completion of the cancellation. We encourage you to contact Freedom Forever to expedite the cancellation approval. They can be reached at **************.

Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST. When calling, please reference case number ********. Thank you.

Kind regards,
******************
Mosaic Loan Operations
Initial Complaint
04/09/2024
Complaint Type:
Order Issues
Status:
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.
Easy to get in, impossible to get out!!! I was okay with signing up for a loan after reading the loan transfer/assumption portion of the contract. When it came time to sell the buyers were denied due to credit history. The customer service reps stated "We don't rely on credit score, we do a full credit history check." My main issue is that my home is being sold for over 500K to well qualified buyers that were easily approved for a home loan so how are they being denied so this trivial loan. Transparency is key, what they do not tell you in the paperwork is that the transfer credit requirements are more stringent than the initial application which is simply a soft credit pull that also allows you to use a cosigner. For loan assumptions the loan is only allowed to be taken out by an individual applicant.When I called about the issue they were not able to provide any assistance only stating that I would have to pay off the loan in order to remove the lien on the panels with the disclaimer that they do not have a lien on the house but only the panels which are personal property. The customer reps were scripted and kept repeating the same policy that is clearly a way to trap customers from selling their property in the way that was advertised.It seems like simple math to me, transfer the loan and allow the lien to remain with the new buyers...Here I am about to PCS with my family to a new the country in a couple of weeks and stuck trying to figure out how to sell our home despite this insane lending trap. If they advertise transferable loan they need to clearly state the lending criteria to the owner so that they have full transparency before committing to a false claim. The lending criteria is some more stringent than a home loan and the buyers are just as qualified as I was when I originally signed up.
Business response
04/15/2024
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.

Please note that loan transfers are addressed in section 13 of your Loan Agreement, which states "ASSIGNMENT. You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. If you are selling your home, with our prior written consent, you may request a transfer the loan obligations to the potential new home owner if: (a) the potential new homeowner meets our credit and underwriting criteria in place for loan transfers at that time by notifying us in writing at least thirty (30) days in advance; (b) the warranties and operations and maintenance service obligations (if any) pertaining to the Purchased Goods are transferred to the potential new home owner; and (c) you pay a fee equal to $250. Mosaic reserves the right to not allow assignment or transfer of the loan."
If the potential homebuyers did not meet the current underwriting criteria - They may choose to apply with another party who will be on the title of the home, or the loan may also be paid off at the time of closing on the home.
Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PT. When calling, please reference case number ********. Thank you.

Kind regards,
********
Mosaic Loan Operations

Customer response
04/15/2024

Complaint: 21550773

I am rejecting this response because:
If an owner is told loans may be assumable "If the potential homebuyers did not meet the current underwriting criteria," that underwriting criteria should be clearly stated that it is or could be more stringent than the initial applicants application process. If a person can qualify for a $500k home loan it seems simple that they should be able to qualify for a loan for under a 1/10th of that value. After reaching on multiple occasions I was informed that the initial owner only goes through a soft credit pull while the loan assumption applicant go through more stringent credit process. There is a lack of transparency as key information is not clearly outlined in the contract and simply stating that 'it is against company policy do disclose underwriting criteria' is unacceptable when it impact a person's personal property and family.

Sincerely,

Kelvonto ******
Business response
04/17/2024
Hello Kelvonto,

Thank you for your reply.

Our position remains the same - In order for a potential homebuyer to assume the loan, they would need to meet current credit and underwriting criteria. Due to FCRA requirements, we would not be able to provide you with the reason for denial regarding a potential homebuyer's credit application. Your potential homebuyer may request for their credit application to be manually reviewed, however, an approval is not guaranteed. They may also choose to apply through another party who will be on the title of the home, or the loan may also be paid off at the time of closing on the home.

Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. When calling, please reference case number 04060761.

Kind regards,
********
Mosaic Loan Operations

Customer response
04/18/2024

Complaint: 21550773

I am rejecting this response because:
Mosaic continues to cite the same policy while avoiding the issue of the complaint which is the lack of transparency on the loan assumption process. By refusing to provide their customers with transparency they are in turn leaving them trapped in vague predatory contracts.

Sincerely,

Kelvonto ******
Initial Complaint
04/08/2024
Complaint Type:
Billing Issues
Status:
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.
Install roofing with one year 0% financing. Pay a monthly ****** cents of agreement in a year pay off the balance of ****** 58 by 3-23-2024 Made an agreement to pay the full balance with customer service on. *********. He quote me ******.58. 14 days later call music why the money was not redraw of my checking account. They trying to scam me. ******** extra. They made a mistake on their side and they want me to pay Account number ******
Business response
04/09/2024
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.
During a recorded call on March 20, 2024 you submitted a payoff for your loan, during which
you verbally confirmed that the last four numbers of your checking account were *3577. As the
last four numbers of the checking account were incorrect, this resulted in a returned payment
as of March 25, 2024, following the time that the promotional period of your loan had expired.
In accordance with the terms of the loan agreement, the interest that accrued on your loan
while in the promotional time period is now owing along with the principal balance. Our records
show that a payment of the full balance has now been submitted as of April 4, 2024.
Please feel free to contact our Customer Experience team at ************** if you need any
assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m.
- 9 p.m. PT. When calling, please reference case number ********. Thank you.
Kind regards,
********
Mosaic Loan Operations
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, Thank you for taking the time to look over this complaint. I am really beyond frustrated with this situation. I received a statement dated 12/26/23 in the mail shortly after the holidays for a bill of $10,200 with an interest rate 6.84% for a target balance of $14,691.80 from a company I have never heard of, Mosaic. I contacted the company on 1/9/24. I was unable to speak to anyone earlier due to their crazy holiday closures and INSANE wait times. After speaking to a representative, they told me they didn't actually have any information about the debt, they only collect it. I needed to contact a different company. I was given a case number #******** Freedom Forever **************. This time I was able to speak to someone after one 2 unreasonable hold times. I was assured the bill was an error. Freedom Forever said they would create the ticket to send to Mosaic to complete the cancellation and correction. The required 2 different confirmation numbers, one for Mosaic #****** and one for FF #*******. I was told it could take up to a month to get resolved and not to do anything during that period. During that time, I have received no less than 2 contacts from Mosaic per day. They hound me by text, by phone and by email. When I answer, I have given them the case numbers and have let them know I am waiting for the cancelations to go through. When it appeared nothing was happening, I contacted Mosaic again to see if they received the ticket from FF. I was then told they could not access my account. This seemed crazy since they were able to access it the many times they called me. I provided the case numbers, the account number and other identifying information. I refused to give out my social security number. I've contacted FF again, I was given another ticket number #*******. My credit score has gone down 100 points since all of this with Mosaic began. I pay my bills, I take care of business.
Business response
04/10/2024
Hello ******,

Thank you for providing this feedback. Without admitting fault nor liability of any kind, please refer to our explanation below.

Upon a review of your account, your account shows that your installer has not completed your project. We have reached out to your installer and asked them to contact you to address your concerns,however the attempts made by Mosaic to resolve your concerns with the installer have been unsuccessful. As such, Mosaic will be proceeding with cancelling your loan. Once complete, you will be refunded for any payments made and we will remove the tradeline from your credit report.
Please feel free to contact our Customer Experience team at ************* if you need any assistance or have any questions regarding your loan.We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST. Thank you.

Kind regards,
Mosaic Loan Operations
Customer response
04/11/2024

Complaint: 21507990

I am rejecting this response because:
The complaint isn't that a project wasn't completed. The complaint is that I never did any business with this company. It is fraud.

Sincerely,

***********************
Business response
04/11/2024
Hello ******,

Thank you for your reply.
Please note that Mosaic assisted with the financing for your home improvement project; we are not in a position to solve technical, servicing,performance, or installation issues.

A review of your account shows that you executed a home improvement agreement on 11/07/2022. Furthermore, on 11/07/2022 a Mosaic agent performed a Welcome Call with you during which they explained the terms and conditions of this loan. Our position remains, your account shows that your installer has not completed your project. As such,Mosaic will be proceeding with cancelling your loan. Once complete, you will be refunded for any payments made and we will remove the tradeline from your credit report.

Please feel free to contact our Customer Experience team at ************* if you need any assistance or have any questions regarding your loan.We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST. Thank you.

Kind regards,
Mosaic Loan Operations
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Approximately in November of 2022 we were contacted by a solar panel company to place panels on our property, roof top. We started the process with the salesman, sunderenergy.com On November 16, 2022 we received a letter stating the final review of the project was not favorable due to trees needing to be removed. Sales person was going to crunch numbers as we did not qualify with cost of tree removal. Did not hear back from anyone, project canceled? This past January we received letter from Mosaic that payment for the project start in February 2023, project was canceled, no solar panels installed on property. Attempt to contact Mosaic to question loan, they direct me to the installer, Freedom Forever, I have several times, to phone call with follow-up emails confirming that they canceled the loan, Mosaic states that they paid the installer. I believe this issue is between the two of them, no me, I continue to get weekly phone calls demanding I pay for the panels installed, this call gets heated at times, I don't have any panels but they insist that I do.Mosaic is not doing enough on there end to confirm with the installer. I have forwarded information from installer to Mosaic but they won't accept. It be two months of harassment from Mosaic.
Business response
04/15/2024
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 you entered into both a Loan Agreement with Mosaic and a Home Improvement Agreement with Freedom Forever in November of 2022. Since that time, Mosaic has not been notified by Freedom Forever of the project status, nor your desire to cancel from Freedom Forever. We see you contacted us to request cancellation in January ************************************************************************************ February.

We have reached out to Freedom Forever to attempt to gain clarity on the project status. We are currently awaiting their response and will provide you an update once available.

Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST. When calling, please reference case number ********. Thank you.

Kind regards,
******************
Mosaic Loan Operations
Customer response
04/15/2024

Complaint: 21499725

I am rejecting this response because:
Yes, I did sign processing paperwork for this project with the salesman, salesman should have not processed signed paperwork knowing that during the review process we did not meet other site requirements to move forward. Project should have never made it to the installer and or Mosaic.
I feel that the salesman wanted his commission and was not considering the best interest of his customer.
i have responses from Freedom Forever stating the cancelation is in process, its been over a year and neither side seems to be making any effort to correct the issue.

Sincerely,

***********************
Business response
04/18/2024
Dear ****,

Thank you for your response. We are unable to address concerns related to the actions of the salesperson. Mosaic is a separate entity from Freedom Forever, and we were not present at the time of the sale nor involved in any review processes. Those concerns should instead be directed to Freedom Forever as we are unable to speak on their behalf.

We are still awaiting confirmation from Freedom Forever to proceed with your loan cancellation. We will provide an update as soon as one is available.

Kind regards,
******************
Mosaic Loan Operations

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