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:04/24/2023

  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 signed a contract for a solar installation, and decided to cancel the contract. I signed up for a loan with Mosaic to finance the installation. Despite cancelling the contract, I am receiving invoices from Mosaic for over $11,000. Boundless has not installed a solar system for me.

  

  Business Response

  Date: 04/26/2023

  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 we received confirmation from your installer to proceed with loan cancellation on April 24, 2023. At this time we are processing your cancellation and you will receive an update shortly via email.
  
  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

  Date:04/24/2023

  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 under contract with SolarTitan and financed a $50,000, 24 solar panel system with Mosaic in July 2021. Our system was installed after damage to our home, and has never been operational.Mosaic started to take payments from us after the panels were installed, but did not care that they were not operational. We have a recorded phone call of a manager with SolarTitan stating our system would never do what we were originally signed up for and promised.It was only connected to one of our electrical panels.We basically need double the size of system. SolarTitan is now seized under control of the state attorney general and we have no way to contact them or get out of our contract, which we were in the process of trying to do before they went under.Mosaic continues to take payments from us and hundreds of other customers whose systems are not functioning.They stand on being the finance company and unable to help with contractor/installer side of things BUT they should care whether or not theyre lending money for these systems that arent operational. They should care about their customers. We cant have another contractor come work on our panels, because no one will do work on other business projects. Were also under contract with SolarTitan and cant do anything to void that or mess with the State ************************* have spoken to Mosaic multiple times about post funded cancellation since we peacefully and genuinely tried to work with the contractor for over a year, and they say too much time has passed to do a Post funded cancellation now.But we are aware of other customers in our same boat THAT HAVE gotten their loans canceled and payments reimbursed.We were told by Mosaic customer service to send in electric bill statements to see the system wasnt operational, we did.They said the next process was getting panels removed. But now, theyre back to saying it cant be canceled, a vicious cycle and nightmare.

  

  Business Response

  Date: 05/02/2023

  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 understand that your installer, Solar Titan, will no longer be able to complete your project. Due to this, we are able to provide another installer to bring your solar system to completion, at no out-of-pocket cost to you. At this time, we are not able to offer loan cancellation on your account. 
  
  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

  Date:04/23/2023

  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.

  5/20/2022 is when the problem started because it was the finalization of the loan. We agreed to pay off a certain amount of the loan to then get the tax credit that was told to us by both Solar Mosaic and Solar Titan. Solar Mosaic knew that my wife and I are both retired. If we didn't have it paid off by a certain time, then our interest rate would go up and our payments would go up as well. Well, the system from solar titan has not worked as promised and now I am paying double on my electric bill. So much for the usual electric bill and so much for the loan amount per month. WE have automatic payments because that was the only way they would do business in repaying them. Just feel like we were trapped by both companies.

  

  Business Response

  Date: 04/26/2023

  Hello *****,
  
  We are unable to address your concerns, as you are not listed as our borrower on record, and we therefore cannot release any loan specific information.
  Please feel free to have our borrower contact our Customer Experience team at ************** if they need any assistance or have any questions regarding their loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST.
  
  
  Kind regards,
  ****************
  Mosaic Loan Operations

• Initial Complaint

  Date:04/21/2023

  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 have tried to contact Mosaic several times due to major issues with my loan (acct. no. ******* and Solar Titans installation project but have not had a resolution. In March 2022, I purchased a solar panael system from Mosaics partner Solar Titan. They set me up with Mosaic to finance the project. In April 2022, Mosaic started automatically withdrawing payments from my account even though the system has never been completely installed. My system has NEVER worked and now Solar Titan has been put in receivership by the government because of an ongoing fraud investigation. My project is never going to be finished by Solar Titan. A city inspector came and red-tagged the system multiple times. Also, the failed installation has caused electrical damage to my kitchen and other rooms in my house. I told ****** that the system has never worked and has done damage to my electrical system, no one has done anything.Even though my installation was never completed, Mosaic started charging me on my loan the month after I signed up. Mosaics website says I still have 555 payments to make and none of the payments I make go to the principal, only interest, this is twice as long as the loan is supposed to be per the loan agreement. The installation cannot be completed without Solar Titan removing the faulty equipment from my house and replacing it. Solar Titan gave me the loan documents to sign and said my payments would go down when I apply a tax credit. Now it looks like Mosaic is going to increase the interest rate and says that I owe twice as many payments than what it says in my loan documents! Mosaic's loan is a total scam with Solar Titan, they are trying to charge me over $80,638.50.00 for a broken system that literally cannot work or pass inspection and caused electrical damage to my property.I want my loan canceled, the faulty panels removed from my house, and I want to be refunded for the payments I made to Mosaic as part of this scam by Mosaic and Solar Titan.

  

  Business Response

  Date: 04/26/2023

  Hello *******,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind,please refer to our explanation below.
  
  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 loan shows that Mosaic received satisfactory evidence that installation was completed, and your system was functioning. If you have any documentation to support your claims, please email them to us at ************************************** for additional investigation. Furthermore, upon a review of your loan shows that funds were disbursed to your Installer according to your agreement Loan Agreement schedule. Please refer to Section 5 of your Loan Agreement.
  
  In regard to payment concerns, please note that your monthly payment will first apply toward any interest that has accrued, once that is zeroed out the remainder of the payment will apply towards principal. With each subsequent month of payments,you will find that more and more is applying towards the principal.  If you wish to make any additional payments (beyond your regular monthly payment), then those payments will apply 100%toward principal if they are processed the same day as your monthly payment, in case they are made in a different date you will have to pay the interest generated between those 2 payments.
  
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding their loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST.
  
  Kind regards,
  
  ****************
  Mosaic Loan Operations

• Initial Complaint

  Date:04/21/2023

  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.

  Ive requested to cancel with this company more than 3 times via phone and email. They continually tell me another company is telling them its not canceled. Ive canceled with this company as well. They are holding me hostage at this point!

  

  Business Response

  Date: 04/26/2023

  Hello ******,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind, please refer to our explanation below.
  
  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. As funds have already been disbursed in accordance with the Loan Agreement your installer must agree to your cancellation request before Mosaic can process any cancellation of your Loan Agreement. Furthermore, we have reached out to your installer and asked them to contact you to address your concerns and they have confirmed the cancellation of your loan. As such, Mosaic will be proceeding with cancelling your loan. Once the cancellation process is complete, you will receive an email communication confirming completion of the cancellation.
  
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding their loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST.
  
  Kind regards,
  ****************
  Mosaic Loan Operations

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19967511
  
  I am rejecting this response because: while you cancelled the claim after a month of me calling and emailing, the way you treat customers is NOT ACCEPTABLE. I want this notated about the business that they hold you hostage and do not accept your own cancellation. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/27/2023

  Hello ******,
  Thank you for your reply.
  Our position remains that as funds have already been disbursed in accordance with the Loan Agreement your installer must agree to your cancellation request before Mosaic can process any cancellation of your Loan Agreement. As advised, Mosaic is proceeding with cancelling your loan after receiving cancellation confirmation from your installer. Once the cancellation process is complete, you will receive an email communication confirming completion of the cancellation.
  
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding their loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST.
  
  Kind regards,
  
  ****************
  Mosaic Loan Operations

• Initial Complaint

  Date:04/21/2023

  Type:Sales and Advertising 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.

  4 years ago my husband purchased solar that was financed by Mosaic. Even then they were less than honest as to terms and payments. We have paid on this as promised since installation. My husband passed away in January. I contacted all of his creditors including Mosaic. They would not talk to me until I went through probate and could send a death certificate. It took several weeks to do this. By the time I had the forms they wanted they had already turned it over to a credit company. ********************* They added a ton of fees and penalties. They were horrible and if they can do this to a widow, they are not an honest company.

  

  Business Response

  Date: 04/26/2023

  Hello *****,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind, please refer to our explanation below.
  
  First and foremost, please accept our apologies for the negative experience noted within your complaint. Unfortunately,Mosaic does not service accounts for deceased borrowers, instead the account is sent to a probate agency to service. Furthermore, a review of the account shows that on March 2,2023 you emailed to our ********************** to inquire of the information needed for a loan transfer. On March 6,2023, an email was sent to your email address providing the information requested.  
  
  Please feel free to contact our Customer Experience team at ************** if you have any other concerns or have any questions regarding the loan transfer. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST.
  
  Kind regards,
  ****************
  Mosaic Loan Operations
  

• Initial Complaint

  Date:04/20/2023

  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 requested the loan company not to disperse the fund for my loan without my written approval, as the contractor was trying to tick the customer. I did receive a written confirmation on Sep 27, 2022 (email attached). However Mosaic released the fund to the contractor without my written approval on March 22, 2022, even when the job wasn't completed. I contacted support and they assured me that it will be fixed or something we can do but the company act completely irresponsibility and marked my issue resolved. The company took no action and put me and my family in trouble. I need some help to resolve this and may be this will help other customers as well to protect themselves and their rights.

  

  Business Response

  Date: 04/27/2023

  Hello Alok,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind, please refer to our explanation below.
  
  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. Upon a review of your account, funds were disbursed to your Installer according to your agreement Loan Agreement schedule. Please refer to Section 5 of your Loan Agreement. Furthermore, we have reached out to your installer and asked them to contact you to address your concerns.
  
  Please feel free to contact our Customer Experience team at ************* if you need any assistance or have any questions regarding their loan.We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST.
  
  Kind regards,
  
  ****************
  Mosaic Loan Operations

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19961152
  
  I am rejecting this response because: installer has nothing to do with it. My request is to understand the issue first.

  issue loan amount was dispersed without proper authorization and my knowledge

  to back this issue, after signing loan agreement I did reach out to the support team for my account and made it clear that any amount shouldnt be disbursed with my written approval as I dont want to be liable for any unauthorized loan disbursement. I did have a written confirmation from the support team that no amount will be disbursed without my written approval. Now this makes it an authorized disbursement, as amount is being disbursed with my writing approval. In case Mosaic has any proof my humble request is to provide my authorization after Sep 27, 2022.

   

  now lets talk about the reaching out to the customer care, I did spend couple of hours to resolve the issue however no help was provided. Team lead submitted a ticket and it was close without providing any resolution. 
  

  my request is to review the case carefully and provide an appropriate resolution which is acceptable to both parties.

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

  

  Business Response

  Date: 05/01/2023

  Hello ****,
  Thank you for your reply.
  Our position remains, that a review of your shows account, funds were disbursed to your Installer according to your agreement Loan Agreement schedule.
  
  Furthermore, as advised Mosaic assisted with the financing for your home improvement project; we are not in a position to solve technical, servicing, performance, or installation issues.Your installer has advised that your project is completed, and they are waiting on the *** to be issued. We suggest you continue working with your installer to obtain updates regarding your project.
  
  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.
  
  Kind regards,
  ****************
  Mosaic Loan Operations

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19961152
  
  I am rejecting this response because: Business has not provided any updated response, and not ready to take any action to protect customer right. Please review the email that was sent to the company where I have clearly stated previous payment agreement stand null and void, and any payment issued without my written authorization will be responsibility of the company. I also received the written confirmation from the company. Failure to provide any resolution I will be taking a legal shelter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/14/2023

  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 June 5th of 2022, after agreeing to have Solar panels installed, I had a change of heart on the 16th and requested a cancellation.In January of this year while checking my alert notification on my Discover credit card, I saw that I had an open loan from Solar Mosaic in the amount of $30,259.00.I contacted them immediately and was told that it was a post disbursement cancellation and that they would have to get permission from Freedom Forever, the contractor that they had disbursed the funds to cancel the loan.I was eventually told that Freedom Forever did not agree to cancel and that they were going to proceed with the project.While trying to obtain a copy of the deed to my house online, I found that Solar Mosaic had placed a lien on my property.I retained an attorney at this point and on March 9th, Freedom Forever agreed to the cancellation.However as of today, Solar Mosaic has not released the lien, telling me that it is a process.

  

  Business Response

  Date: 04/17/2023

  Dear ******,
  Thank you for contacting us about the issues you are having. We have logged the issue as a complaint.
  A review of your account shows that you've retained legal representation and further communication will be through your attorney as legally required. Mosaic has previously reviewed your complaint and provided a response to your attorney. 

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

• Initial Complaint

  Date:04/13/2023

  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.

  BBB,I am writing you in regards to a consistent breakdown in communication from the Mosaic team. My name is ***********************. I live at ****************************************************************************. My wife, *********************** and I have called the Mosaic team countless times to complain about our situation. We have requested on numerous occasions for the Mosaic team to formally address our cancellation request which has previously been sent to Mosaics given email. **************** for ********************** has updated us with Mosaics Policy which State a couple of the following points for cancellation on a recorded line. If Solar Panel installation have not finished installing Solar panel system it is cause for contract cancellation.If Mosaic cannot contact Solar panel Installers ( Apollo Solar ) back within 48 hours this is cause for cancellation.On March 3rd Cavalry Solar Solutions DBA ************* was reached out by Mosaic and if they dis not respond by March 15 our contract will automatically be terminated.The frustrating stems from having inactivated Solar Panels on our roof with Cavalry Solar Solutions DBA ************* for over a year. Cavalry Solar Solutions DBA ************* never fully completed installing the solar panels and failed to get them activated. Mosaic has not been able to communicate with Cavalry Solar Solutions DBA ************* also as they have fallen off the face of this earth and are not reachable.After speaking with Mosaic on numerous occasions, we were given case number after case number with our last communication stating that the cancellation is in progress and to be patient but now they are backtracking the cancellation even if they set and already gave us a timeline. We feel after following up with Mosaic that we are just being ignored and made to run circles. It's been over a year and feel like we have been defrauded. sincerely,*************************

  

  Business Response

  Date: 04/25/2023

  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 are aware your installer may no longer be able to complete your solar project. We will be reaching out to you shortly to discuss the status of your solar project, and determine the next steps to get your solar system completed and operational. At this time, we are unable to offer cancellation of your loan.
  
  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 Answer

  Date: 04/26/2023

   
  Complaint: 19932495
  
  I am rejecting this response because:

  
  It is unbelievable that after receiving a multitude of case numbers we are given one more. Attached you will find the contract signed for the installation of solar panels. In the contract we have lawfully obliged to all requisites and have paid Mosaic despite them not being able to fullfill their contractual obligations for over one year. We have been told by them on a recorded line how if they cannot contact the installer to finish the installation in 15 days they will cancel the contract. Mosaic tried to contact them on March 3 and when we follow up they provide the same feedback as their answer with a new case number. Noone has made it important to resolve the issue. Now some how they want to backtrack. Under Mosaics Loan agreement, Section one, under Introduction it states.
  
  1. INTRODUCTION. The parties (each, a Party and collectively, Parties) to this Agreement are You and Solar Mosaic LLC Your solar installation contractor (Installation Contractor) has provided us with a copy of a signed home improvement agreement between You and the Installation Contractor (the Home Improvement Agreement) under which it will install solar panels, inverters, battery storage, hot water solar systems, racking systems, wiring, electrical and mechanical connections, metering, monitoring and/or other distributed generation interconnect equipment (Solar Equipment) and may, in addition, include the installation of home improvement products (together with the Solar Equipment, Purchased Goods) at Your home (Residence) located at the Project Address listed on the first summary page of this Agreement (Summary Page). Your loan must be used to finance Purchased Goods installed at the Residence, which shall be limited to a one-to-four family dwelling that is permanently affixed to the ground and shall specifically exclude (1) any business or commercial establishment, (2) mobile homes which are not attached to a permanent foundation and (3) condominiums and townhomes where You do not own the roof on which the Solar Equipment is installed. In addition, to the extent the Summary Page indicates that You will receive an Operations and Maintenance Loan Amount, the Installation Contractor and/or Your operations and maintenance contractor (Operations and Maintenance Contractor) has provided us with a copy of a signed operations and maintenance agreement (Operations and Maintenance Agreement) between You and the Operations and Maintenance Contractor under which it will provide certain operations and maintenance services for the Solar Equipment for a specified period. Your Loan Start Date is estimated on the Summary Page and will be the actual date of our first loan disbursement as described in Section 5 below.
  
  Mosaic as per contact describes themselves parties which include Cavalry Solar Solutions DBA **************
  
  Our contact is with Mosaic and Cavalry Solar Solutions DBA ************** If they were to contract a different installer than a completely different contract would have to be printed and signed which would cover any liability, Warranty issues. 
  Since the installer (Cavalry Solar Solutions DBA ************** Has abandoned the project and did not appropriate funds to finish the installation of all components and parts to the solar project. The only solution to this fraudulent sell is to cancel this contract.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/12/2023

  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 were sold solar panels on May 13, 2022. Once installed we found that the panels were not working properly. Also, the inverter installed on our house is not the one that we bought. The one we were given is less efficient and can't monitor the panels how we need to. We bought 18 inverters for each panel so we can track the amount being produced. We were given only one inverter that gives us a total. Our system is generating almost nothing yet we are $41,000 in debt for it. I have already filed a complaint against Apollo Solar Company (Calvary Solar solutions) and I know that you have created a case against them. However, Mosaic is still requiring us to pay. My issue with Mosaic is that they were suppose to confirm with us that the system was operational and installed before sending the money to Apollo. They did not. They accepted "pictures" from Apollo, but when I asked to get a copy of these I was denied. We also responded to an email in August stating no, the panels were not correct and operational. Because they chose to release the money to Apollo they are still holding us responsible to pay for the incorrect inverter and the malfunctioning panels. We are paying $150 a month for panels that don't work as well as a full electric bill. My main problem is that some people in the same boat are getting their loans canceled, but we are continually being refused. Instead they say they will "remediate it" but that is not any time soon. This feels inequitable to those of us being denied. Plus, they can't just hire a company to hook ours up like some other peoples. Ours is the wrong equipment that needs to be completely replaced. We are struggling to continue to pay these panels as well as an electric bill, and I feel we are being held liable for their mistake. They should have verified with us as well as with Apollo that what we were given was correct before releasing the money to them.

  

  Business Response

  Date: 04/19/2023

  Hello ******,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind,please refer to our explanation below.
  
  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. Furthermore, a review of your account shows that funds were disbursed to your Installer according to your agreement Loan Agreement schedule. Please refer to Section 5 of your Loan Agreement.
  
  Upon a review of your account, your account shows that your installer has not completed your project. As we aware your installer may no longer be able to complete your solar project we will be reaching out to you shortly to discuss the status of your solar project and determine the next steps to get your solar system completed and operational.
  
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding their loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST.
  
  Kind regards,
  
  ****************
  Mosaic Loan Operations

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19928995
  
  I am rejecting this response because we are being expected to continuing paying on panels that do not work. I have already been contacted by the alternative company and they told me it would take several months to resolve this because we do not have the equipment in our sales agreement. Mosaic is being completely inequitable by allowing some people to cancel their loans but forcing other to continue paying on panels that do not work until this alternative company can fix them. Despite the fact that the company told me it would be several months. We have been dealing with this since May of 2022 already.   
  

  In regards to section 5 of our loan agreement this is what I am seeing: You understand that in order for us to make disbursements on Your behalf, we may require You to confirm (verbally or electronically) that the Installation Contractor has satisfied certain conditions in the installation process. In the event that You fail to confirm that certain conditions have been met, we may decide in our discretion to still disburse loan proceeds to Your Installation Contractor (or the equipment manufacturer if directed to do so by the Installation Contractor) if we determine that all conditions were satisfactorily met. 
  
  This clearly states IF you fail to confirm. We did indeed reply and tell you that no, none of it was up or functioning on August 16th (see attached email). You chose to disperse payments anyway. You have violated the contract not us. And therefore we will not accept the alternative installer that will take months when you violated the contact and are being unjustly inequitable. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/25/2023

  Hello ******,
  Thank you for your reply.
  
  Our position remains, 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. Furthermore, a review of your account shows that funds were disbursed to your Installer according to your agreement Loan Agreement schedule.
  
  As advised, we are aware your installer may no longer be able to complete your solar project. We will be reaching out to you shortly to discuss the status of your solar project and determine the next steps to get your solar system completed and operational.
  
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding their loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m. - 5 p.m. PST.
  
  Kind regards,
  ****************
  Mosaic Loan Operations