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:03/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The status of my solar loan with Mosaic, tied to a solar installation project by ******* ******* at my property in Cary, North Carolina. The system, financed through your company, is not operational as promised due to ******* *******’s failure to remove trees blocking sunlight to the panels. I request that Mosaic immediately pause loan payments, investigate this matter, and take corrective action, as I never provided acceptance of the project’s completion, nor should you have enforced the loan without it. When I signed the contract with ******* *******, the removal of specific trees around my home was a critical component of the installation scope, necessary to ensure the solar panels receive adequate sunlight. This was factored into the project cost and the loan amount I agreed to with Mosaic. However, ******* ******* did not cut down the trees as promised, and as a result, the panels are shaded and produce insufficient power to justify the system’s purpose or cost. Despite this, Mosaic activated full repayment following **** ******** Permission to Operate (PTO), which I contend does not reflect the project’s true completion or functionality. I assert that Mosaic, as the financier, has a responsibility to ensure the project meets contractual terms and customer expectations before enforcing the loan—not merely rely on PTO from **** ******. PTO confirms grid connection, not that the system delivers as promised or that I, the customer, accept it as complete. Industry practice often requires customer sign-off on a Certificate of Completion or similar acknowledgment, yet I was never asked to verify the system’s performance or the fulfillment of all contract terms, including tree removal. By proceeding with billing without my acceptance, Mosaic is holding me financially accountable for a system that does not work as financed, which I believe constitutes an unfair and potentially deceptive practice.

  

  Business Response

  Date: 03/18/2025

  Dear Peter,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records show that the installer chosen by you for the purchase and installation of the solar panel system was ******* *******. ******* ******* is not an agent, affiliate, employee, vendor, or representative of Mosaic. Mosaic did not participate in the sale or installation of the solar system. Instead, Mosaic is a financing platform that enables consumers to finance the purchase and installation of solar systems. As such, any concerns that you have regarding any misrepresentations or delays related to the tree removal should be directed to ******* *******. Mosaic cannot speak on ******* *******’s behalf.
  
  Regarding your request for Mosaic to pause loan payments, Mosaic intends to abide by the terms of the October 12, 2022, Loan Agreement signed by you. Mosaic reserves all rights under the agreement, including the right to collect validly due loan payments in accordance with the Loan Agreement. We have contacted your installer on your behalf and requested that they address your concerns. We are currently awaiting their response and will notify you via email once we receive an update.
  
  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

  Date:03/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint about Solar Mosaic and their handling of a loan that I applied for but later canceled. I applied for a loan with Solar Mosaic on 6/29/2024, but after careful consideration, I decided to cancel the loan before it was finalized or funded. Despite my cancellation request, the loan is still listed as an active account on my credit report.I reached out to Solar Mosaic to cancel the loan, and they confirmed that the loan would be removed from my records. However, my credit report still shows after months of waiting as the loan is still active, which is negatively affecting my credit score.I am requesting that Solar Mosaic immediately remove this loan from my credit report and update the credit bureaus to reflect the correct status.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,***** ****** 107 cypress pt **********

  

  Business Response

  Date: 03/07/2025

  Dear *****,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records show that your loan was signed on June 29, 2024, and that Mosaic did not receive a request for cancellation until October of 2024 after your loan had been partially funded. As your loan has been partially funded, in accordance with the terms of the loan agreement, Mosaic must first confirm cancellation of your project with your solar installer before we can proceed with cancellation of the loan.

  If you are no longer pursuing a solar installation through Freedom Forever, you will need to contact them directly regarding cancellation of the project and loan. The installer on record is Freedom Forever, and they may be reached at **************. Please note that Mosaic will need to receive notice of cancellation from Freedom Forever in order to cancel 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. PT. When calling, please reference case number ********. Thank you.
  
  Kind regards,
  *** F
  Mosaic Loan Operations 
  

  
  

  Customer Answer

  Date: 03/10/2025

  Good Morning, yes I also called the Freedom Forever and said that there's a backlog

  

  Business Response

  Date: 03/10/2025

  Hello *****,
  
  Thank you for your reply.
  
  We have also reached out directly to Freedom Forever regarding your concerns, and are awaiting their confirmation of cancellation of the project before we can cancel the loan. 
  
  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 04544173.
  
  Kind regards,
  *** F
  Mosaic Loan Operations
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Financed a solar system through Solar Mosiac. Have been making payments for the last 2 years on time and in good standing. Upon review of my credit report, I noticed that the principal balance on this loan has not changed since started. I reviewed the monthly statement and nothing discloses how much of my payment is applied to principal. I also went back and reviewed the contract. Nothing in the **** document states monthly payment allocation either, just total interest and principal at maturity. My wife and I have requested disclosure quite a few times now and have gotten nowhere with representatives (a manager was involved as well). This loan is reported to the credit agencies as a real estate loan and thus subject to payment disclosure (amount to principal and amount to interest) per law. Every time we have called, we have received nothing but pushback and the refusal to disclose the requested information. We have reached out to **** as well. **** has recently filed cease and resist on this company as well for the refusal to distribute requested information as well for state review. There are also active lawsuits in more than just the 2 states listed in this business's profile information.

  

  Business Response

  Date: 03/06/2025

  Dear ******,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  In the concerns provided to us, you have indicated that you have concerns about the interest being charged on your loan. Payments are first applied to interest and then principal, as Section 3(b) states that we may apply payments at our discretion. Additionally, as interest accrues daily, we elect to apply your payments in an interest-first manner to all interest accrued during a billing cycle. Your loan payment amount has been structured in a manner that should you make all payments on time, you will achieve loan payoff within the tenor selected. Please note that your Truth In Lending Disclosure also outlines interest due throughout the course of your loan, which has been signed by you.
  
  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

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23015985
  
  I am rejecting this response because: All because you can direct at your discretion, nothing on the statement shows balance of interest paid OR principal paid.  At full maturity of the loan, the interest amount is $48,611.02 and Principal of $44,833.33 for a total of $93,444.35. Yes, per 3B you can direct payment at your discretion, but per law, you must tell me where the money is being applied and the balance of that amount where the payment is being applied to. I see nothing on any statement showing the interest balance (remainder of $48,611.02 total amount). Ethically, what your business is doing is bad for business and unethical for hiding behind a general term that can be easily misinterpreted as payment to contractors and not the actual monthly payment (extremely deceiving to consumers). If I had known that none of my monthly payment went to the actual principal until interest is paid (not disclosed), this deal would have never happened to begin with. This is very misleading. Regardless though, nothing on statements is showing where the money is being applied, thus not compliant with federal requirements. This loan is reported to the credit agencies as a real estate loan. In order to conform with real estate loan legal requirements, this must be disclosed. If your legal or management team does not have a copy of this law, I would be more than happy to share it with you. It is pretty easy to look up on the *************** website.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/10/2025

  Hello ******,
  
  Thank you for your reply.
  
  Mosaic's position remains the same. Payments are applied first to interest and then to principal, as outlined in your loan agreement. Since interest accrues daily, we elect to apply your payments in an interest-first manner to all interest accrued during a billing cycle. 
  
  To clarify, Mosaic does not issue real estate loans. Mosaic is a financing platform that enables consumers to finance the purchase and installation of solar systems and other home improvement projects. The loan you obtained is a home improvement loan and not a mortgage or real estate-secured loan. Therefore, it is not subject to the same regulations as real estate loans. While it is Mosaics understanding that it is not subject to the ************************************* (****) supervisory authority, we take consumer concerns seriously and respond to complaints submitted through appropriate channels, including those made directly to Mosaic and via the **** website.
  
  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 04541106.
  
  Kind regards,
  **** *.
  Mosaic Loan Operations

• Initial Complaint

  Date:02/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mosaic changed the agreed upon terms in my contract without consent and included functionally moot contract items through poor customer service management. This lead to a poor execution of my contract in which I was forced to give up solar panels I own AND I was forced to pay off the solar I lost in the form of a lien in full. After all of this I then had to buy an entirely new solar panel system to replace the one I was forced to give up. This has resulted in the loss of my property and my money totaling $50,000 altogether. The details of my situation are extremely lengthy so the short version is I bought solar panels with the intention of keeping them. Mosaic will grant almost anyone a loan for these panels with no intention of honoring its contractual obligations. If you try to call any listed number for the company youll be routed to a call center in ******* and they will lie to your face citing elements from your contract which are blatantly false. They will actively give you the run around and refuse to help you do anything other than get a loan or make a payment on a loan. Im too poor to sue and I likely wouldnt win anyway. This is my only recourse against a company with extremely crooked practices. I would never have made this purchase knowing how they conduct their business. They effectively stole my money and my solar panels. All I ask is for a refund of the money to pay off the lien. Im willing to part with any payments I made during my contract fulfilling my contractual obligations. Since I also lost my solar panel system in the process I would like reimbursed for expenses related to purchasing a new system.

  

  Business Response

  Date: 03/03/2025

  Dear ****,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  In the concerns provided to us, you have stated that you were required to pay off your solar panels in full and subsequently lost ownership of them. Our records indicate that we have had multiple discussions with you regarding your solar panels, including the potential sale of your home, the loan transfer process to a prospective buyer, and the requirements for removing and relocating the panels to a new property.
  
  Furthermore, our records confirm that your loan was paid in full as of February 7, 2025. Now that the loan has been satisfied, you have full ownership of the panels and may arrange for their removal and reinstallation at a location of your choosing with an installer of your preference.
  
  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

  Date:02/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased solar panels from Solcius in 2019 and financed them through Solar Mosaic. Unfortunately, the entire transaction has been fraught with irregularities. Solcius and Solar Mosaic informed me of a tax break that I would receive, but I never qualified for it despite their assurances. Consequently, my monthly payments increased by $100 due to the lack of upfront payment. Furthermore, I was misled about the panels' energy production, which was supposed to cover 110% of my electricity needs, resulting in no bills and potential payments from ***. However, this has not been the case, and I am facing substantial electric bills in addition to my solar panel payments. I have been attempting to seek assistance with my panels, only to discover that ******* has ceased operations, despite our 20-year contract for maintenance. We are currently at a loss and uncertain about our next steps, feeling completely misled by the entire experience

  

  Business Response

  Date: 02/27/2025

  Dear *******,
   
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  In the concerns provided to us, you have indicated that you purchased solar panels from Solcius in 2019 and financed them through Mosaic. You also state that Solcius and Mosaic assured you of a tax break; however, you later discovered that you did not qualify.
  
  Please note that Mosaic was not physically present during the sale or installation of the solar system and did not participate in the sales process. If your concerns relate to statements, omissions, or representations made during the sales and/or installation process, we recommend directing them to your installer, Solcius. Any performance-related concerns should also be addressed with Solcius or another licensed contractor at your discretion and expense.
  
  Please note that on December 21, 2018, you completed a Welcome Call with Mosaic in which you confirmed your understanding that tax credit eligibility was not guaranteed and is dependent on a borrower's tax liability. 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. 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

  Date:02/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not responsible for the debt alleged by SOLARMOSAI. There is no agreement between me and SOLARMOSAI, and they have not provided the original contract as requested.

  

  Business Response

  Date: 02/25/2025

  Dear ******,
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  Our records indicate that you completed a Welcome Call with Mosaic on October 14, 2021. The purpose of the Welcome Call is to ensure that the borrower understands the terms of their loan obligation and allow them an opportunity to surface any questions or concerns. You successfully completed your Welcome Call and affirmed your understanding of the terms of your Loan, including the first payment date and payment amount.
  
  Our records also indicate that you signed your Loan Agreement via DocuSign from the email address ********************** which our investigation confirms is an email address belonging to you.
  
  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

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled a project with Bath Planet who was scam, and whose owner was disappeared. Mosaic who was financial company for *********** sent me over $10,000 bill without any research. I wrote a letter, email, and called that I did not receive any service from ***********, but Mosaic didnt listen and sent the bill to collection agency. The collection company (Concord) came to my home in the ***** and knocked the door to collect the bill. This bill needs to be removed from your system as well as collection agency.

  

  Business Response

  Date: 02/24/2025

  Dear *****, 
  
  Thank you for providing this feedback, and please accept our apologies for the confusion. Without admitting the truth of the assertions made in the complaint nor liability of any kind, please refer to our explanation below.
  
  In your concerns, you stated that you canceled a project with Bath Planet, which you described as a scam. You also mentioned that Mosaic sent you a bill for over $10,000 without conducting any research. Our records indicate that loan documents were signed electronically via ******** on April 1, 2023, using the email address ****************** Additionally, on the same day, a welcome call was completed, during which you confirmed your understanding of the terms of the loan.
  
  Furthermore, our records reflect that Mosaic attempted to investigate your concerns on or around December 10, 2024. However, the required information was not provided as requested, leading to the closure of your case. To aid in our review of your account, please provide the following information along with the attached affidavit to Mosaic directly:
  
      A copy of your contract with the installer, and any other documents you have related to the scope of work for your project
      Photos of your home evidencing the current project status
      Please advise us of your desired outcome
  
  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 Answer

  Date: 02/26/2025

   
  Complaint: 22963508
  
  I am rejecting this response because:

  I have attached final contract for my bath remodeling with ****** *************** agreement form, a picture of my new bath completed by ****** Bath, and Affidavid of Incompleter work checklist with Mosaic. 

  Bath Planet financed by Mosaic did not do any work on my bath, and I did not receive any money from Mosaic. Thus I do not owe loan from Mosaic. Please remove the loan# ****** on Mosaic as well as my credit history. 

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

  

  Business Response

  Date: 02/27/2025

  Hello Junko,
  
  Thank you for providing the additional documentation. Our team is currently reviewing it and will be in touch with you shortly.
  
  Please note that this portion of your case will not be handled through the BBB; instead, you will receive updates directly from Mosaic. If we require any additional information, we will reach out to you through the 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. PT. When calling, please reference case number ********. Thank you.
  
  Kind regards,
  **** *.
  Mosaic Loan Operations

• Initial Complaint

  Date:02/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022 we purchased solar panels for our home in utilizing a loan through Solar Mosaic LLC. At the time we signed the loan, we were assured that the loan would be transferable, to the new owner should we sell the home. We are currently in escrow to sell our home in Fontana. Mosaic is refusing to transfer the loan to the new homebuyer. Mosaic is saying the loan is non-transferable because the underwriter, ******** ****** *****, does not allow loans to be transferred or assumed. When we called ********, they said they had nothing to do with the loan, and Mosaic was in charge. When we called Mosaic back, we were transferred to the “loan assumption department”. After speaking with a customer service representative, we were told that it didn’t matter what ********** said, was not going to transfer the loan. When we asked to speak to a supervisor, we were told there was no supervisor to speak to. After reading through the agreement signed in 2022 for the Solar Panel Loan, we found information regarding loan transfers. Finally, we had a five way call between Mosaic, ********, my real estate agent, my husband, and myself. The conversation lasted nearly 1 hour. The entire time, both companies pointed the finger at the other company, and hid behind the wording of the contract. The contract wording clearly describes the process for transferring the solar loan to the new home owner. The ambiguous nature of the contract wording allows the signer to believe the loan is transferable. They sell the loan as transferable. Both knowing full well that neither company will allow for loan transfers. This seems like a “truth in lending” issue. Whatever the case, we were misled by both companies when we signed for the loan. The sale of our home is being held up by this issue. Additionally, Mosaic put a lien on our home. We have never been late or missed a payment. We have had many loans during our lifetime and have never had one put a lien against us.

  

  Business Response

  Date: 02/19/2025

  Dear Ann,
  
  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. We want to clarify that ******** is your lender, and Mosaic is acting as the loan servicer for ********. If you have any concerns or questions about the loan assumption policy, we recommend directing them to ******** directly. They will be able to provide you with the most accurate and detailed information regarding their policies and any potential options you may have.
  
  We appreciate your understanding and cooperation. Should you have any other questions or need further assistance, please do not hesitate to contact Mosaic Loan Servicing at ***** ******** or email **********************. We can be reached Monday-Saturday, 7 a.m.-6 p.m. PST. When calling, please reference case number ********.
  
  Kind regards,
  **** **
  Mosaic Loan Operations

  Customer Answer

  Date: 02/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  When we originally signed for this loan in 2022, we were assured that the loan for the solar panels would be transferable   In the contract, item #13 “Assignment”, the process for transferring the loan to the potential new homebuyer is clearly laid out   This process includes requesting a loan transfer in writing, having the potential new homeowner qualify for the loan prior to transfer, in addition to a $250 fee.  When I called ******** I was transferred to their “Loan Transfer” department only to be told that they will not transfer the loan.  

  Main Issues:

  1.  Why is the department titled “Loan Transfer Department” if they don’t do loan transfers?  
  
  2.  ******** isn’t even the holder of this loan.  ******** is the underwriter for our loan through Solar Mosaic LLC.  ******** wouldn’t be transferring the loan to a new homeowner.  Mosaic would be the ones transferring the loan.  All ******** needs to do is provide written consent allowing Mosaic to do so.

  3.  If ******** does not permit the transfer of such loans as ******** no longer offers solar panels/ system financing, how come they can’t assist me, an existing customer in good standing, in helping the potential new homeowner in securing a new loan to pay off the existing one so that I can close escrow and sell my home?  

  I have attached a recent letter I received from ********.  In their letter they copy/paste #13. ASSIGNMENT from the original contract.  
  

  ******** is a credit union, and according to its website, serves members in all 50 states,  has $4.3 billion in assets, has over 474,000 members, and nearly 700 employees.  On their website, they claim to have a passion for the credit union philosophy of “people helping people.”  
  The following is taken directly from their website as well:

  ”A values-based culture
  Our ******** Values aren’t just words on a page; our values dictate the actions of the organization and everyone within it. We demonstrate our values in every personal interaction, phone call, and email—every day.
  Synergy
  We achieve excellence together - we place value on the collective power of teamwork to help our employees and members achieve goals.
  Wellbeing
  We commit to leading an impactful life, and provide an environment based on a culture that encourages intentional commitment to employee and member success.
  Transparency
  We engage in clear and honest dialogue, welcoming open conversations with our employees and members through the exchange of ideas and solutions.
  Respect
  We value each other and demonstrate a high regard for our employees and members by treating them with dignity, kindness, and professionalism.
  Integrity
  We do what’s right, always—operating with ethics that demonstrate trust and honesty in all we do for our employees and members.”

   

  ******** has concealed their true intentions behind carefully selected vocabulary and contract language in order to sell the loans to consumers as “transferable”, knowing full well that they would never transfer the loan.   If a single word of their “Value Based Culture” were true, they would be assisting me in getting this loan transferred to the new homebuyer instead of arguing their loan agreement is written in “plain language”.  This “plain language” starts off detailing how one can go about selling their home and getting the loan transferred.  Then the “plain language” becomes quite vague and creates a loophole for them to hide behind stating, “******** reserves the right to not allow assignment or transfer of the loan.”

  In conclusion, I would like to point out a very clear example of how ******** behaves in regards to customer service.  In the 2nd paragraph of the attached letter, ******** states that because they no longer offer solar panel/system financing they can’t transfer the loan   They recommend the potential new homebuyer seek funding through a source other than ********   THEN THEY SAY THIS:

  ”Of course, if the prospective assignee cannot secure financing elsewhere, it is unreasonable to expect ******** to allow the assignee to assume the loan.”  What?!  So ********, a credit union that does offer several different types of loans, provided me a loan with the assurance it would be transferable, writes me a letter explaining why they won’t assist in transferring the solar loan, then proceed to state-

  Have the potential new homebuyer get a loan from somewhere else, and if they can’t, why would I expect ******** to give them a loan?”  Again, WHAT?  
  

  The person attempting to buy my home (we are currently trying to close escrow), according to ********, should go out and apply for a new loan just days before having their credit ran in order to finalize and fund the mortgage loan?  If they did that, they wouldn’t be able to fund the mortgage loan.

  I am seeking the following resolution:

  ******** should either

  1.  Provide written consent to allow Solar Mosaic LLC to transfer the loan to the potential new homebuyer.

  Or

  
  2.  Assist the potential new homeowner in securing funding to assume the debt owed on the solar panels (via various different types of available loans).

  And

  3.  Remove any lien or encumbrances attached to our home so that we can close escrow.  
  ***By removing any lien/encumbrances on the home, the potential new homeowner can close escrow AND THEN secure financing to assume the solar panel debt.  
  

  ******** has been extremely difficult to deal with.  The customer service personnel offer no assistance in finding possible resolutions to this issue.  They refuse to allow us to speak with supervisors.  They do not return phone calls.   They misled us at the inception of the loan.   They refuse to take any responsibility in being able to assist in resolving the issue.  ******** hides behind ambiguous legal wording, providing the illusion of a possibility for a loan transfer, knowing full well the scam they have in place.  Finally, they take a position that as loan underwriters they have no ability to affect or alter the loan, stating only Mosaic (the loan provider) can do so.   However, in the attached letter they openly acknowledge that the loan could be transferred if ******** would simply provide written consent… Consent to Solar Mosaic LLC to begin the loan transfer process with the potential new homeowners.  The potential new homeowners would still need to qualify for said transferred loan with Mosaic.

   

  
  Sincerely,
  
  Ann E****

  

  Business Response

  Date: 02/25/2025

  Dear Ann,
  
  Thank you for your reply.
  
  To clarify, ******** is your lender. You executed the loan agreement with ******** through Mosaic’s online lending platform, and Mosaic serves as the loan servicer. Your concerns regarding loan transfer are misdirected to Mosaic and should be addressed directly to ********, as they have the sole authority to determine whether your loan can be transferred.
  
  We refer you to Paragraph 13 of your loan agreement with ********, which states:
  
  "******** reserves the right to not allow assignment or transfer of the loan."
  
  This provision grants ******** full discretion regarding loan transfers. For any further inquiries or concerns regarding your loan transfer request, please contact ******** directly.
  
  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 ********.
  
  Kind regards,
  **** **
  Mosaic Loan Operations

• Initial Complaint

  Date:02/13/2025

  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.

  We tried to sell our house in 2023 and had two contracts fall through because Mosaic refused to transfer the loan. We are currently under a contract to sell with a buyer that has good credit and a mortgage pre-approval for well about the price of the house and the value of the solar loan put together. Mosaic is still refusing to transfer the loan. They are refusing to transfer the loan and are trying to force a payoff. We are a military family.

  

  Business Response

  Date: 02/20/2025

  Dear Julio,
  
  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 only able to share the reasons for credit decisioning directly with the individuals who have applied. Our review shows that the prospective home buyer was not approved, and the reason for denial will have been sent to them directly. The prospective home buyers may wait 30 days, and then re-apply; any other individuals who will be on the title of the home may choose to apply; or the loan may be paid in full. Please note that Mosaic is not under an obligation to approve applications which do not meet our minimum underwriting criteria.
  
  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

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Loan Nr ******: I want to file a complaint against Mosaic concerning a recent issue with our solar panel loan. Despite our efforts to resolve the matter amicably, we have encountered an unfair penalty that we believe warrants your attention and *************** previous emails and calls to Mosaic, I outlined the following situation:We recently discovered that $15,000 had been mistakenly allocated to a different loan instead of our solar panel loan.Upon identifying this error, we immediately took action and successfully recovered the $15,000, applying it toward the correct loan balance.We are currently awaiting our new tax return, which we anticipate receiving shortly, to cover the remaining outstanding amount and pay off the loan in ******* provide further context, we were not aware that there were two separate solar panel loans one designated for tax returns and another for monthly payments. This misunderstanding led us to believe there was only one loan account, resulting in our paying the incorrect loan with both monthly installments and tax returns.This confusion was compounded by miscommunication from Empire Solar, the facilitator for the Mosaic loan. Due to this miscommunication, we also filed our taxes incorrectly, exacerbating the situation. Additionally, last year, both my spouse and I lost our jobs. This has severely impacted our financial stability, and the imposed fine exacerbates our already debilitated financial situation. We simply do not have the funds to cover this fine.Given that this was an honest mistake on our part, compounded by the lack of clear communication from Empire Solar, and considering our immediate actions to rectify the error, we kindly requested Mosaic to remove the fine associated with this issue. Unfortunately, our request has not been addressed satisfactorily, and the fine remains imposed..

  

  Business Response

  Date: 02/21/2025

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

  A review of your Loan Agreement contains an 18-month interest-free Promotional Period.  Specifically, page 11 of the Loan Agreement provides:
  Your Loan has a Promotional Period commencing on the Disbursement Date and ending eighteen (18)months later. . . . If you pay the entire Amount Financed before the Promotional Period ends, we will reverse all interest and treat your payments as payment in full of all amounts due under this Note. If you pay less than the entire Amount Financed during the Promotional Period, then when the Promotional Period ends, we will add to your unpaid Amount Financed any unpaid interest that accrued from the Disbursement Date(s). . . . Your first payment will be due one month after the date the Promotional Period expires.

  Here, our records reflect that Loan funds were disbursed to your installer on June 6, 2023.  Accordingly, the Promotional Period End Date was 18 months later, on December 6, 2024, and previously accrued interest became due and was applied to the Loan balance on that date.  Your first Loan payment became due one month after the Promotional Period End Date, on January 6, 2025.  These dates were confirmed on your Loan Closing Certificate.  To be clear, Mosaic made no representations to the related to the availability of any tax rebate or your ability to apply such rebate to the Loan, and cannot speak to alleged mistakes made during the process of the Borrower filing your taxes.  Mosaic intends to abide by the terms of the Loan Agreement without alteration and expects the Borrower to do the same. 

  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