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Mosaic Technologies

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2024

    Type:Billing Issues
    Status:
    Answered
    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 April 1 of this year, Mosaic billed me $90.42 for starting **************** at *******************************************. for the month of April 2024.I was a renter of this property from June 2023 through September 2023. I am not the owner nor current renter of *******************************************. I reside in ******, **, about 1800 miles away. I have ordered no services nor do I intend to pay for any.I've informed Mosaic in writing that they are to cancel the account and reverse these charges. They have not done so.

    Business Response

    Date: 04/10/2024

    Good afternoon,

    After reviewing ********************** account, our records show that we were contacted by *********************** on September 26, 2023 to place ******** services on this account on seasonal (vacation) hold.  At this time, *********************** was quoted the company policy of a 6-month seasonal hold limit and a seasonal rate of $5.00 per month with no reconnect fee.

    On March 28, 2024 ********************** ******** services account was automatically reconnected as it had surpassed the 6-month seasonal hold limit and a voice mail was left for ****************** on March 28, 2024 letting him know of this.  ****************** did call in on March 29, 2024 and requested his ******** services be disconnected as of March 28, 2024.  ********************** request for disconnection was completed on March 29, 2024, however, the billing system, early on the morning of March 29, 2024, had processed an invoice for the month of April 2024 prior to the disconnect order being placed.  I am unable to find any written correspondence from ****************** who had been paying seasonal status for this account up until March 28. 

    Per ********************** request, all amounts due after the disconnect request date of March 28, 2024 will be credited back to the account.  

    Thank you,

    *************************, CHRO 

    Mosaic Technologies

    Customer Answer

    Date: 04/10/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The response by Mosaic is not factual. I (***********************) spoke with Mosaic prior to leaving ** in Sep and asked to have the account canceled. ********************** explained that they did not want to do that and asked that I pay a $5/month fee for their hold service. I indicated that I did not want to do that as I do not own the house and have no contract there as a renter. No, I was told, this is the only way that we can proceed if you wish to rent the following summer. I explained that I would not return for 8 months. I was told that we usually only hold for 6 months but this will not be a problem.

    Mosaic has now informed me that they must start service at this address as 6 months have passed and that upper management is really cracking down on this. Mosaic has now billed me $92 for service in ****** while Im in ******.

    I am also asking that Mosaic issue me a refund in the amount of $23.22 which is what Ive paid in hold fees in an effort to keep things as  simple as possible for all concerned. Since Mosaic did not hold anything and I was misled, I feel that I am *********** this refund.

    Regards,

    ***********************

    Business Response

    Date: 04/12/2024

    Good morning,

    I have reviewed ********************** message.  In addition to the credit of $90.42 that has been applied to reflect no balance due per my email correspondence of April 10, a credit refund of $23.22 for payments made by ****************** from December 2023 through March 2024 as follows will be refunded to him:

    December 2023 - $5.59

    January 2024 - $6.03

    February 2024 - $5.80

    March 2024 - $5.80

    Total Refund - $23.22

    Regards,

    *************************, CHRO 
    Mosaic Technologies

    Customer Answer

    Date: 04/20/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Mosaic has agreed to reimburse me for the fraudulent charges. However, Mosaic indicates that it will take a month to for them to repay this money to me. I will accept and close this complaint when/if I receive the funds from them for the fraud that they committed.

    Regards,

    ***********************

  • Initial Complaint

    Date:08/26/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 installed internet services for my business on June 17, 2022.The technician removed the internet modem of my old company, CenturyLink. They removed and took with them the equipment saying that they would send it in to CenturyLink. Mosaic is now claiming the technicians never took it and I am being charged $105.49 in fees from the old company for unreturned equipment.

    Business Response

    Date: 09/08/2022

    Good afternoon,

    Thank you for taking the time to communicate to us why Mosaic's services did not meet your expectations.  We have every desire to address your needs and provide the best solutions available to resolve your issue as soon as possible. 


    Our Vice President of Marketing & Sales will be contacting you directly in the coming days to make our best attempt in regaining your confidence in our company.     

    Again, we highly appreciate your feedback.  Its our goal to retain you as a satisfied customer and will hope to serve you again in the future.

     

    Sincerely,

    *************************

    VP of Human Resources

     

Mosaic Technologies is NOT a BBB Accredited Business.

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