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:11/28/2022

  Type:Product 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 have been trying to contact Mosaic for weeks to correct an erroneously recorded UCC form. There is no way to talk to a legal department...but everyone I have held for...up to an hour...says that is who I need to talk to. This is about to cause a delay in an escrow closing and money to all parties. Please help me reach the legal **** to get this corrected. Call me please, ************, *********************************

  

  Business Response

  Date: 12/07/2022

  Hello ******,
  
  We are unable to address your concerns, as you are not listed as our borrower of 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,
  ****************

  Customer Answer

  Date: 12/12/2022

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/26/2022

  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.

  I decided to go with a solar company to have solar panels and system installed, which Mosaic partners with to provide loans. It has been well over 90 days, along with multiple times I've told Mosaic that my system isn't working. Now I'm stuck paying for a loan and electric bill. Mosaic has failed to properly vet their partners and now the Solar company is out of business. Throughout the process Mosaic would reach out to me and I would tell them the system isn't installed or working. However they continued to blow it off. Nowhere do I see a insurance plan through Mosaic for this issue and they have only responded with a sorry for the inconveniences and closed my case. They are still making me pay, and know the company has gone out of business. I worked with Mosaic because I trusted that they would do their due diligence and vet their partners, which they failed to do and continued to give out loans for a company that is out of business. Mosaic should be held responsible as well. No working system, and continue to take my payments.

  

  Business Response

  Date: 12/01/2022

  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, 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 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 ********. Thank you.
  
  Kind regards,
  ****************
  Mosaic Loan Operations

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18465193
  
  I am rejecting this response because: you are emailing a company that is closed down. The company is closed down, no longer available. As a loan agency you have dropped the ball and could have easily vetted this partnership. I have no working solar and paying the solar loan through Mosaic and electric bill. I emailed and called multiple times and you waved it off as you're doing once again. 

   

  Mosaic Solar Loan

   

  My next step is to get in contact with my legal team. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/05/2022

  Hello *****,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind, please refer to our explanation below.
  
  Please note that we are aware that your installation company ***************** will likely not be completing your project. We will be reaching out to you shortly for the status of your project and the next steps moving forward.
  
  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 ********. Thank you.
  
  
  Best regards,
  Mosaic Loan Operations

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18465193
  
  I am rejecting this response because: waiting to receive email or call from company, as stated in last response. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/12/2022

  Hello *****,
  
  Thank you for providing this feedback. Our position remains. We will be reaching out to you shortly for the status of your project and the next steps moving forward.
  
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. Thank you.
  
  
  Best regards,
  ****************
  Mosaic Loan Operations

• Initial Complaint

  Date:11/21/2022

  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.

  I canceled with a solar company using Mosaic, and I have sent written notice and called multiple times to Mosaic and the solar company, but I was just charged my first payment with Mosaic. I dont have anything installed from Mosaic or CSA, and I have had my solar system installed with another solar company, and went with Goodleap for my financing. Mosaic stated I cannot cancel anymore, but that is ridiculous because I had my system installed from a completely different company. I was already charged my first payment with Mosaic, so I would like to get it refunded, and my loan canceled completely with them.

  

  Business Response

  Date: 12/07/2022

  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, 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 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 ********. Thank you.
  
  Kind regards,
  ****************
  Mosaic Loan Operations

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18447980
  
  I am rejecting this response because:
  CSA electrical never installed any panels on my house and are committing fraud if they are claiming that they did. I have had my install completed with Tri Smart solar. Mosaic needs to cancel the loan and refund my payment. They do not have my business, and I have cancelled with them many times now. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/18/2022

  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.

  attached is agreement.

  company phone #:************

  Loan Number 269538
  
  
  Hi ***************************************,
  
  
  This is a friendly reminder that your monthly Mosaic Autopay is coming up. On the Autopay Draft Date below, your payment will be automatically deducted from the bank account in the stated amount.
  
  
  Next Payment Due Date: 11/26/22
  Autopay Draft Date: 11/26/2022
  Loan Payment Amount: $125.40
  Draft Amount: $125.40
  Bank Account: xxxxxx0230
  
  

  Customer Answer

  Date: 11/18/2022

  Oct 27, 2022MOSAIC SURE PAY PPD ID: ********** ACH debit-$125.40. - that is screen shot from my bank account history.That payment was retrieved from my bank account.I contacted Mosaic/Connexus to explain, that they are not suppose to take money from my account until I gat PTO(permission to operate) on my solar system. System is installed on my roof August 1st, but since system is not registered with electricity provider my bill is not reduced by energy generated. basically I have solar system sitting on my roof, generating energy that I am not consuming.I tried to contact Mosaic, but they told me - case is closed. I think it is fraudulent retrieval of money , because system is not usable by me. If solar company installed system, they are responsible for payments, until I become a user of the system.

  

  Business Response

  Date: 11/28/2022

  Hello ********,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind,please refer to our explanation below.
  
  
  Please refer to your loan document section following TIL disclosure which outlines your 1st payment timing. The 1st payment is due on the earlier of 3 months after your Loan Start Date or 15 days after your system was operational. On 06/28/2022, a Mosaic agent performed a Welcome Call during which they explained the terms and conditions of this loan including 1st payment timing.
  
  A review of your account shows your first payment was due to Mosaic 90 days after we made the first payment to the installer. 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: 11/29/2022

   
  Complaint: 18411932
  
  I am rejecting this response because:the explanation was not provided on the call. I would never agree to the loan on condition that system is not operational. That by itself is fraudulent. That loan was given to me to cover expenses for working , approved system. System is still not approved, I am not getting any benefits of it sitting on my roof. I have zero leverage on company that installed system. How is it logical that I am paying for the company expenses failed to complete project? I am pretty sure FCC has to take close look into those types of contracts. Business wise they are absolutely fraudulent. Those contracts have to be ether signed after completion of work or they have to have solar company liable for the period after 3 month if product is not operational.
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 12/01/2022

  Hello ********,
  
  Thank you for your reply. Our position remains the same.
  
  
  A review of your account shows that no fraud was committed. To the extent of no fraud found in our investigation, you may provide evidence to support your claims. As previously advised, please refer to your loan agreement section following TIL disclosure which outlines your 1st payment timing. The 1st payment is due on the earlier of 3 months after your Loan Start Date or 15 days after your system was operational. Your first payment was due to Mosaic 90 days after we made the first payment to the installer.  
  
  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: 12/02/2022

   
  Complaint: 18411932
  
  I am rejecting this response because: I see that agreement was built the way that does not protect customer. Right now I have ********************** system that sitting on my roof and not registered. Contract with me is not fulfilled and I am paying loan for what? System is not connected to provider.what I am paying for? Put yourself in my shoe. If that is not fraud what is that? What kind of contract is that? Sell you nothing that what it says. There is no check in balances for the company that you gave money and you as bank forcing me to pay? Because you have sleazy lawyers writing those contracts?
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service 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.

  ********** this is my bankruptcy attornies number ************************************* ***************************************************************** I have given them this info several times and they keep harrassing me. I have several calls from them. I have asked them to stop calling me and they refuse. Its gotten into a yelling match now.

  

  Business Response

  Date: 11/21/2022

  Hello ******,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind,please refer to our explanation below.
  
  A review of your account shows the Mosaic was trying to contact you in  attempt to notify you of a returned payment.During our attempts to contact you, you notified our team that you had filed for Bankruptcy, our agent requested for Bankruptcy information however this was not provided.  
  
  As requested, we have ceased the calls to you for the next 30 days, however, please note that this will not stop any fees from accessing or credit bureau updates.  Furthermore, please provide any documentation you may have regarding your Bankruptcy to ******************************************** including permission to disclose loan information to your attorney.
  
  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:11/17/2022

  Type:Service or Repair 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.

  Mosaic Solar had ACDC Solar installed Solar panels on my house The charge me almost ****** to install the panels a little over a year ago I'm paying twice the amount on my electric bill and loan as I did before I got Solar panels My Solar does not work Mosaic Solar and ac dc Solar refuses to correct the matter I have a twenty five year warranty on the panels and they don't work Mosaic blames ac dc Solar, and ac dc blames mosaic Solar I've asked both companies to come and take the Solar panels off the house and cancel my loan . Mosaic Solar has refused communication and so has the installer I'm stuck with a solar system that doesn't work I want mosaic to correct the matter and cancel my loan

  

  Business Response

  Date: 12/01/2022

  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 a courtesy Mosaic has reached out to your installer and asked them to contact you to address your concerns. Your installer has advised that they have attempted to contact you to address your concerns and you have refused the service. We understand that your installer remains ready and willing to address any installation/ system issues. We suggest you contact your installer and allow them to address your concerns. Your installation company is AC/DC Solar and 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 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: 12/01/2022

  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.
  
  Sincerely,
  
  ***************

  Cc usgovtade.gov
  ***************.gov **********
  
  
  My electric bill is twice as much as before. I put the solar panels on. Mosaic told me that I would not have a power bill and yet my payment to mosaic has increased over $50 from 114 to almost 150+ they didnt tell me that *********** was going to charge me for a meter that fed backwards which is another $50 and my electric bill is over $100 Im paying over 200. Its almost $300 for a power bill that I used to pay $80
  Mosaic has deceived me with on what I would actually be paying for solar
  Mosaic said the power company would be paying me for the excess power I would be selling to the power company 
  And my power bill would be nothing 
  Deceptive trade practices 
  Cancel my loan and come get the equipment off my house

• Initial Complaint

  Date:11/14/2022

  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.

  Unethical company. Mosaics does not train their employees about the loan process or their application so that the employees gives out misinformation. Before signing the loan, I asked the employee that they will not disburse the loan until the windows have been installed. The employee say yes that is correct so we signed the loan. The minute that the loan is signed, 30% or so was disbursed immediately which I did not find out until 6 or more months later when the window company did not even do anything to start the window process.2nd issue. I knew that I had 18 months to pay off the loan without incurring the interest loan. I sent the pymt. Then called to see if the pymt was received but was told no. I was told that I did not need to worry because the promo period was not over until 12/1 so I had a month left. When I go to pay off the loan I find out that the promo was over and I'm charged all the interest that I was trying to avoid. I called the company to say that I was misinform by their employee but they keep telling me that I was given 18 months but since I did not pay it off then they will charge. Had to force the employee to file a complaint but not even sure that the company will honor the complaint since the employee keeps telling me that is it my fault for not paying the loan off. I want a refund of my interest payment since I was misinform so that I waited to see where my check that was sent in went to. The check was not applied to my account for 12 business day. Even if it took 1 week to get the check it should have been applied before the promo period ended.

  

  Business Response

  Date: 11/21/2022

  Hello Tou,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind,please refer to our explanation below.
  
  
  Please refer to your loan document section following TIL disclosure which outlines your 1st payment timing. The 1st payment is due on the earlier of 3 months after your Loan Start Date or 15 days after your system was operational. On 04/29/2022,a Mosaic agent performed a Welcome Call during which they explained the terms and conditions of this loan including the terms of the promotional period.
  
  A review of your account shows your promotion period ended on 11/01/2022.  Your payoff payment was not received before this time and interest fees were accrued. Furthermore, you have contacted Mosaic and have since paid off your loan. Please allow ***** days for your account to reflect paid on your credit reports.
  
  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: 11/22/2022

   
  Complaint: 18401337
  
  I am rejecting this response because:

  Apparently, Mosaic did not read the complaint.  I was told by a rep that my promo period ends on the 12/1/2022 so therefore, I payment was made in November v.s. by October.  If I was not told that then payment would have been made in October as expected.  Additionally, payment was made in October but Mosaic took so long to apply the amount that caused the confusion inn the first place.  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/10/2022

  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.

  The loan agreement between *********************** (EHS), Mosaic and Myself is the result of loan fraud. The incident is documented in the BBB Complaint ID: *********; reported to the **** FTC, local law enforcement, the Adjutant Generals of SC and FL, and notified and provided to Mosaic after learning that the loan was paid to the contractor because they claimed the system installed and operational. I signed the loan agreement 04/08/22 under the false pretense that the loan wouldn't be activated until after the system was installed and operational. On 04/20/22 Mosaic sent me a email stating that my loan was approved. I contacted them and was told that the documents were processing and to check back later. I check back several times over the weeks following the notification but the loan status was still in a pending status. On 06/21/22 I received a email from Mosaic requesting installation status of my system and responded telling them that the system isn't operational or connected to the grid and followed up with a call informing them of the status. On 07/05/22 received Complaint Acknowledgment ******** claiming that Mosaic claiming that they're not in a position to solve problems relating to the install. On 07/09/22 they issued loan closing documents to me even after notifying them of the fraud that taken place and demanded first pay be issued on 07/25/22. Instead of postponing the collection process while the incident in under investigation Mosaic has resulted in making threats and harassing me. Now they're reporting to the credit bureau that I am 30,60, and 90 days behind on payments even though they know this loan is fraudulent. The lender decided to issue the loan closing contract after realizing that they paid all of the money to the contractor even after being told the system wasn't operational in a attempt to stick and force me to pay for their mishandling of the loan process. They're now using third partied to harass me under false pretense.

  

  Business Response

  Date: 11/21/2022

  Hello *******,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind,please refer to our explanation below.
  
  
  Please refer to your loan document section following TIL disclosure which outlines your 1st payment timing. The 1st payment is due on the earlier of 3 months after your Loan Start Date  or 15 days after your system was operational. On 04/08/2022, a Mosaic agent performed a Welcome Call during which they explained the terms and conditions of this loan including 1st payment timing.
  
  A review of your account shows your first payment was due to Mosaic 90 days after we made the first payment to the installer. 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: 11/22/2022

   
  Complaint: 18385091
  
  I am rejecting this response because:

   

  The system in question was being installed under a different loan approval but 6 months after 15SEP21 the offer expired resulting on the installer stopping the install on 03MAR22. After multiple ignored dialog attempts with the installer I notified the BBB on 04APR22  and was assigned case# ********. On 05APR22 the installer contacted me and told me that they would only finish the install if I completed the loan documents for Mosaic and removed all posted complaints. Per the contract agreement between the installer and myself the installer would not activate the loan until after the system way installed and completed.

  On 20APR22 Mosaic sent me a email stating 

  *******,
  Congratulations! Your loan has been approved, and the loan agreement is final. You can now download a copy of the completed loan documents.

  After which I immediately tried to login to the account and called several times trying to get more detail and was told that the loan status was still pending. During such time Mosaic was told several times to not pay the installer and that the system wasn't complete or operational. Then on 21JUN22 Mosaic sent that email and was immediately responded to again. 

  After digging deeper I learned that the owner EHS was being sure for emblazing funds and that I wasn't the only customer that had been frauded in **************. 

  On 24JUN22 I filled *** Report number: ********* after calling Mosaic and learning that the installer had falsified information and the completion status to Mosaic to receive full disbursement of the loan. 

  Loan Disbursement Schedule:
  Initial Disbursement: $27,000.00
  Install Complete Confirmation: $18,000.00
  Final Loan Disbursement: $0.00

  Mosaic was provided the *** information, BBB complaint info, and notified that his loan was the result of fraud. Of which to this day is still under investigation. 

   

  On 05JUL22 sent me the following and decided to disregard that this loan is fraudulent and involved in federal fraud investigation. 

  Dear *******,
  
  Thank you for contacting us regarding your concerns. We will attempt to contact your installer and ask them to contact you to address these issues.
  
  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.
  
  Your installation company is *********************** and they can be reached at **********. Please continue to contact your installation company to resolve this issue.
  
  Best regards,
  Mosaic Loan Operations

   

  Mosaic refuses to stop reporting against my credit and to stop having debt collectors contact me. More recently they notified me that they will only comply with federal law if I pay for a lawyer and have letter sent to them. 

   

  After a little more digging I learned that Mosaic and EHS are partners. That along with additional details leads me to believe that Mosaic is complicit in loan fraud. Which lead me to filed another *** Report (number: **********) documenting the findings and linking them to the original report.

   

  Even now Mosaics response doesn't recognize that this loan is the result of fraud. 

   

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

• Initial Complaint

  Date:11/08/2022

  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.

  Original: Yo ************************* estoy recibiedo acoso por telefono de colleccion de la deuda de contrato que no firme (la casa esta a mi nombre solamente). Mi esposa fellecio en 09/25/2022, por lo cual no soy responsable de la deuda, pues la compa&#***;ia nunca pregunto de quien era la propiedad y enga&#***;o. Translation: I, ************************* have been receiving harassment by phone from collections on a debt for a contract I did not sign on. (The house is in my name only). My wife passed away on 09/25/2022, therefore I am not responsible for the debt, since the business never asked who the homeowner was and tricked her.

  

  Business Response

  Date: 11/21/2022

  Hello ****,
  
  We are unable to address your concerns, as you are not listed as our borrower or authorized party 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,
  ****************

• Initial Complaint

  Date:11/04/2022

  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 sold the house this mosaic loan was took out on. We went through the entire process to transfer the mosaic loan to the new home buyers. Mosaic claims they transferred this loan to the new buyers. It has been over 6 weeks and this loan still shows up on my credit report. I filed a inaccuracy report with equifax and transunion and they both contacted mosaic and say the loan is still active, despite mosaic emailing me saying the loan was transferred to the new owners of my house. I've asked 3 times now since Septemebr 23rd 2022 for proof of the transfer so I can provide to equifax and transunion and I have not received a single reply from Mosaic. I am trying to apply for a mortgage and they also require proof this loan is transferred and no longer in my name. Mosaic's lack of follow through and customer service is prohibiting me from moving on with my life by financially holding me hostage with a loan that was supposes to be transferred. There has been zero response from the company.

  

  Business Response

  Date: 11/09/2022

  Hello ****,
  
  Thank you for providing this feedback. Without admitting fault nor liability of any kind,please refer to our explanation below.
  
  A review of your account shows that on or about August 17,2022, you initiated a loan transfer.An email confirming the loan transfer completion was sent to you on September 30,2022. Please note that it may take the credit bureaus ***** days from the receipt of our request to update their records. We apologize for the inconvenience this may case.
  
  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