Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  5/23/2024 I was approved for a solar loan. I was told it would be installed in a few months. Which makes sense to be able to collect the sun to store electricity. Months pasted no updates. Then I was finally told the hold up is a fuse. I wasn't contacted again until Oct 17th by ***** at Bracket Solar saying it can be turned on. There isn't much sun to collect at this time of year in **********. I was lied to about the length of installation, about still receiving an electric bill which I've uploaded, when the loan repayment would start and the amount now on my credit report IS NOT the amount I agreed to. These companies have breached the contract.

  

  Business response

  02/03/2025

  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.
  
  We understand you are concerned about payments on your Loan coming due prior to your solar system becoming fully operational.  However, your Loan Agreement makes clear that your first Loan payment may become due prior to your system reaching permission to operate.  Specifically, paragraph 3(a) of your Loan Agreement specifically states:
  
  Payment Timing. The first payment on the Loan is due and payable on the First Payment Date... To the extent permitted by applicable law, such date will be the earlier of (i) fifteen (15) days after permission to operate your Solar Equipment (Permission to Operate) is confirmed by Mosaic; or (ii) three (3) months after we first send funds to your Installation Contractor (Loan Start Date), which occurs after the Installation Contractor achieves the first milestone on the Loan Disbursement Schedule described on the Summary Page...
  Please note that on May 23, 2024 you completed a Welcome Call with Mosaic in which you confirmed your understanding of the first payment timing. 

  Our records reflect that the amount named in your loan agreement and home improvement agreement with your solar installer is $27,171.60. If you have any documentation showing that this amount is incorrect, please provide it to ************************************** for further review.

  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 response

  02/06/2025

   
  Complaint: 22888391
  
  I am rejecting this response because:
  It didn't address the issue of the solar not working. See the light bill, which I've been paying monthly.  I wasn't supposed to still get a light bill. I was told the solar would power my house. I was lied to about the install time. I was approved for the loan in May. In November they doubled the loan amount and hit my credit score again.  In Mosaic response to me they said they can't reach anyone at bracket solar nor can I, since the solar isn't working per my billing, the contract is in breach.
  Sincerely,
  
  ****** *******

  

  Business response

  02/07/2025

  Hello ******,
  
  Thank you for your reply.
  
  Our position remains the same - Your installer is Bracket UT, and our records show a phone number of ************** at which they may be reached. Please note that Mosaic assisted with the financing for your home improvement project, and was not present either for the sale or installation of your solar system; we are not in a position to solve technical, servicing, performance, or installation issues. 
  
  If you have any documentation showing that you were promised a different project cost, please send this to ************************************** so that we may further investigate. As of the time of this response, we have not received any documentation indicating any discrepancies with the amount financed for your project.
  
  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 04500846.
  
  Kind regards,
  (name)
  Mosaic Loan Operations
  
  

  Customer response

  02/13/2025

  I am in process of looking for the old bills. The transaction happened over the phone, my phone caught fire, so I don't have it. I noticed it because in May when I was approved for the loan it was a hit for around  $14,000. There was no reason to hit my credit again in November. I didn't take out another loan with them. Now on my credit report it's $27,000. Thank you for your attention and keeping my case open.

  

  Business response

  02/13/2025

  Hello ******,
  
  Thank you for your reply.
  
  Our position remains the same, if you have any documentation showing that you were promised a different project cost, please send this to ************************************** so that we may further investigate. As of the time of this response, we have not received any documentation indicating any discrepancies with the amount financed for your project. Attached to our reply, please find a copy of your loan agreement, as well as your loan payment history. Please note that the amount reported by Mosaic to the credit bureaus for your loan is based on amounts actually disbursed to your installer - Accordingly, the amount reported by Mosaic to the credit bureaus was increased by $19,248.36 in August of 2024, when a second disbursement of funds was made to your solar contractor for work they had performed.
  
  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 04516659.
  
  Kind regards,
  *** F
  Mosaic Loan Operations
  
  

  Customer response

  02/14/2025

   
  Complaint: 22888391
  
  I am rejecting this response because: The amount I agreed to was before the extra $19,000 was added! I wasn't consulted about that. My service wasn't even working at that time! That's part of the problem.  When I was promised completion in summer when I would have been able to utilize the solar.  Im still getting electric bills over $100. It clearly doesn't work! They have lied about whatever was supposedly done for completion which is charged an extra $19,000
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  02/01/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Complainant will keep this short, sweet , and simple , November 11 2024 a solar project with Freedom Forever , and solar Mosaic was cancelled due to "Breach of Contract" with Freedom Forever. Contract breach .1. In the contract, and misrepresented promotional advertising by *************** stated the complainant qualifies for free federal funding by the US Government for "absolutely free" Solar paneling . Up to $46,000.00 . 2. Complainant agreed under the notion the solar would be at no cost to the complainant . Freedom forever solar informed the complainant he qualified for a total of 34 Solar Panels worth $46,000.00/ And free installation , then it went from free to having to agree to sign documents through mosaic , complainant did not know why it went from freedom forever to sar mosaic 3. Complainant received a welcome call by solar Mosaic ,after freedom forever had complainant sign a document online, which is a problem because electronic signatures can be copied to any additional forms not agreed upon by the complainant. .4. Complainant received another document stating complainant will only be recurving 23 solar panels , but they will still be receiving the $46,000.00 from the government. This was " a breach of contract" and freedom forever solar was at this point doing some illegal , and very uncomfortable business dealings behind the complainants back as if they were scamming , 5. The complainant contacts Freedom forever by email in November cancelling the project due to "breach of contract" although they kept pressuring the complainant to proceed with the project , complainant declined . Freedom forever stated first "the project is cancelled" (complaint has the emails of cancellation, to "the project is being cancelled " at this point they have not received the funds from solar Mosaic(complainant verified with solar Mosaic over recorded phone conversation (Leverage) where they were warned not to issue the funds, cancel the loan.(Did not).

  

  Business response

  02/05/2025

  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 indicate that you wish to cancel your loan. Our records show that loan documents and an installation agreement were signed electronically through ******** on September 16, 2024, using the email address ******************* Additionally, our records indicate that you participated in a welcome call this same day, during which you confirmed your understanding of the terms of the loan. As of January 31, 2025, we have reached out to Freedom Forever on your behalf and are awaiting a response. Please contact Freedom Forever at your earliest convenience to confirm the status of your project, and to confirm cancellation with them if you are no longer pursuing a solar installation. They can be reached directly at **************.
  
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PT and Saturday 8 a.m. - 5 p.m. PT. When calling, please reference case number ********. Thank you.
  
  Kind regards,
  **** *.
  Mosaic Loan Operations

  Customer response

  02/05/2025

   
  Complaint: 22886820
  
  I am rejecting this response because: it was stated over the phone on recorded conversation that your agency acknowledged the cancellation, it was confirmed over the phone your agency did not issue the funds prior to cancellation , your agency committed fraud , so the excuse of claiming no liability or not admitting to guilt is a baseless statement , there was and still is a breach of contract from both freedom forever , and Mosaic , it appears both of your companies is running a very dangerous ponzie scheme and it will be revealed in federal court , this is my last  warning ?? to your company , remove my name from your system , the loan is unjustified, I have no services from either of your companies , if you continue to place UNJUSTIFIED  debt on my credit that is NOT MINE, for services neither of your companies rendered to me , I will take ever amount that you place on my credit , and sue your company for 20x's that amount.    ************ already had ample time to cancel our the loan , but went behind my back without against my consent and paid them , so from that point on after the cancellation if  your company procrastinated , and procrastinated , then turned around and still issued those funds then it's a matter between your company , and freedom forever it is no longer my concern .  Leave me , and my finances out of it .   All conversations during the cancellation with your company has been recorded , verbal agreements make any electronically signed contracts null and void. And y'all agreed to cancel .  So your whole statement is false , and the recording will be used as evidence against your company in federal court.   It is no longer my job to contact freedom forever , IT IS YOUR JOB TO GET YOUR OWN MONEY BACK , I have no dealings with freedom forever after they breached contract and I cancelled the installation.   So I have no solar panels , nor did they have any solar panels during the time y'all issued those funds .   So it appears their company is scamming your company or your company is working with them to scam unsuspecting victims.    And electronic signatures do not hold up in court , due to electronic signatures can be copied and pasted on contracts so that isn't going to fky either .  There is a second recorded conversation with your company verifying they will cancel the contract . Once again .  That will also be used in court.  
  
  Sincerely,
  
  ******* ****

  

  Business response

  02/06/2025

  Hello *******,
  
  Thank you for your reply.
  
  Mosaic operates independently from Freedom Forever and manages the financial aspects of your solar improvement project. As the loan was funded in accordance with the terms of your loan agreement, to initiate the cancellation of the loan, Mosaic must receive notification from Freedom Forever. As previously mentioned, as a courtesy, we have also taken the initiative to contact your installer, in an attempt to confirm the current status of your project and are awaiting a response. To expedite this case closure, please feel free to contact your installer, Freedom Forever at **************.
  
  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 04500591.
  
  Kind regards,
  **** *.
  Mosaic Loan Operations

  Customer response

  02/07/2025

   
  Complaint: 22886820
  
  I am rejecting this response because:

  Because your company knew the project was cancelled a month before you issued the funds to them fraudulently , if the project was cancelled and your company issued the funds despite being told not to due to cancellation then that means your company has also breached contract due to misrepresentation of the loan contract , which explicitly states if the project is cancelled and your company is notified before funds have been issued then the loan is cancelled,  your company was recorded on video acknowledging the cancellation , and are witnessed stating that your company has not issued the funds prior to cancellation, that is where your company slipped up , and your company does not work independently seperate from Freedom a forever , your company works with *************** to scam victims , and trap victims into loans that are not theirs, nor justified being that no service fee were rendered. No solar panels were installed , I have not been in contact with freedom forever ever since I cancelled the contract for breach of contract  , if you issued the funds after ignoring the cancellation that is on your company , not me.  ************ has been issued a 5 day notice ..  you will get no more extensions from me , $45,000.00 taken out of my name , or $900,000.00 your company will be paying me in compensatory damages due to your company breaching the agreement  .  You can gather up in your boardrooms , have a meeting about it , weigh your options or whatever , you  choose .  Have a good day . 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A company out of Bristol Tennessee had responded back to me which I’d filled out online request or quote. A sales representative met with and did a lab top presentation, he went on to say that I would barrow $75,000 and for 18 months my payment would be $200 something and then I would get 30-33% rebate back on taxes that I could put towards the loan if I wanted and at the 18 month my payment would stay the same or around the same. But if I didn’t pay it towards the loan it would go up to $300 some. It was all lies when I went to get taxes done it was only a tax credit.That was a company called ****** * ***** they are no longer in business the financial company Mosaic solar which this complaint is about or anyone contacted me in anyway to advise me of warranty issues since design 1 was no longer in buisness. I feel that this was taking advantage of me and other because of lack of knowledge on solar systems. The contractor was to get paid from Mosaic when the job was completed,I was paying a full electric bill plus the solar loan and the system wasn’t even hooked up putting me in financial bind having to fall back on credit cards to survive they got out of control now my credit score is bad and a local bank let me have a home equity loan to try to save my credit. I feel like after reading of comments about this company that I was way over charged for the system and I wasn’t for sure told the truth about the financial stuff. I would appreciate any resolution to this issue if you could help please Thanks

  

  Business response

  01/30/2025

  Dear Richard,
  
  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 misrepresentations, installation delays, system warranties, or the company's operational status, must be directed to ****** * *****. Mosaic cannot speak on ****** * *****’s behalf.
  
  Please feel free to contact our Customer Experience team at ***** ******** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PT. When calling, please reference case number ********. Thank you.
  
  
  Kind regards,
  **** **
  Mosaic Loan Operations

  Customer response

  01/30/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I feel that I was way over charged for the system and I was  billed for the system before it was completed which was in the contract, it was not producing any power and I was paying the loan and my outrageous electric bill which in return caused hardship forcing me to rely on credit cards and now my credit is destroyed. 
    If you knew this company was doing this stuff why would you continue to loan money to them until the work was completed? Again that company design 1 is no longer in business so as a customer I do not know what to do nor was I ever notified 

  please help 
  Sincerely,
  
  Richard F*******

  

  Business response

  02/03/2025

  Hello Richard, 
  
  Thank you for your reply. Mosaic's position remains the same. 
  
  Mosaic was not physically present and did not participate in the direct 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. To the extent that your claims are based on any actions, statements, omissions or representations made during the sales and/or installation process, Mosaic cannot speak to those and instead they should be directed to your installer, ****** * *****. If you need repairs or service to your system and your installer is no longer available, you should look for an installer in your area, or contact your equipment manufacturer if warranty service is available. Hope this information helps!
  
  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
  
  

  Customer response

  02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Richard F*******

• Initial Complaint

  01/25/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We received misinformation & were rushed through the contract process e-signature program. There are two businesses involved, freedom solar was the initial sales company that misrepresented potential savings and the loan process. It was never explained the Mosaic loan would be a lien on my home. First, we were sold on getting solar panels because it was virtually free with the tax incentives. Untrue. We did receive a tax credit around $10,000 but we have a an outstanding $44,000 lien on our home not a lien on the solar panels, a lien on our home. After repairing damages following the 2022 storms in N **********, representatives came to our door Selling solar panels. Given that we were in the midst of a project, we moved forward with the solar panels we were told we save $200/ month which Would be how much we were paying towards the loan for the panels, soon Smud would be purchasing solar power from us so we would be in the green. We were told as longas we owned our home we qualified. We were not told that was so they could put a lien against ourhome. Our 01/2025 **** is almost 50% higher this month than the same time last year and we have not seen any savings. In addition,mosaics lien prevented us from being able to refinance our home. They would not remove the lien and gave two possible solutions that financially would not work given the high amount of the lien. We wanted to refinance, take out the equity and pay the lien off but the Rates are so high it would not be a benefit despite our home appraising $100k more not to mention the solar panels that were supposed to add value to our home. Without the lien I would have been able to refinance pull out close to $80,000 in equity pay off The mosaic $44,000 lien and also have some left over. However, After crunching the numbers, it would not be possible. I would like them to take back the panels or remove the lien.

  

  Business response

  01/27/2025

  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.
  
  Solar Mosaic's lien, recorded by way of a UCC-1 Financing Statement in the county records, memorializes Solar Mosaic's secured interest in the borrower's personal property by way of the solar panels and related solar equipment. Mosaic's security interest is in the solar equipment only. The **** does not constitute a lien on real property. This information can be found in section 7 of your loan agreement. We now have a process available to subordinate the UCC-1 Financing Statement, in the event that you pursue a home refinance or equity loan. 

  Please note that Mosaic is your lender, and was not present for either the sale or installation of your solar system. To the extent you have any concerns related to the production or performance of your solar system, such concerns must be directly addressed to your installer, Freedom Forever.

  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 
  

  
  

• Initial Complaint

  01/24/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Wanted to get solar panels installed on our home in fall of 2023. Went through process and then decided to not get solar panels and canceled the installation, but the loan went through. Tried back in March of 2024 to get loan removed from our name but then life with a child and depolyed husband it slipped my mind and never got resolved. Jan 2025 receive letter in mail that first payment is due January 22, 2025. Call to get loan removed on January 6, 2025 told that installer had to request loan to be canceled. January 20, 2025 recieve email stating that request has been denied. January 23, 2025 recieve call from billing department asking why we have not paid our first payment.. while we are still waiting to get said loan removed. We never recieved money in our account, and never recieved solar panels installed on our home.

  

  Business response

  01/28/2025

  Dear Dana,
  
  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 indicated that you are having trouble cancelling your loan. Our records show that loan documents and an installation agreement were signed electronically through ******** on November 14, 2023. Additionally, our records indicate that a welcome call was completed on November 14, 2023, during which you confirmed your understanding of the terms of the loan. As of January 28, 2025, we have reached out to ******* ******* on your behalf and are awaiting a response. Please contact ******* ******* at your earliest convenience to confirm the status of your project, and to confirm cancellation with them if you are no longer pursuing a solar installation. They can be reached directly at ***************
  
  Please feel free to contact our Customer Experience team at ***** ******** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. 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

  01/19/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My father-in-law recently passed away, and we have identified a loan through Solar Mosaic that he appears to have little knowledge that he was paying. We are unaware of any Solar projects he may have implemented. We are unable to identify what amount the initial loan was for, and no matter what payment we make, the balance remains unchanged. It appears; this company has increased the amount of the loan on multiple occasions without notice. To this date, his balance is $14,500. We just received notice if it is not paid down by 2/1/2025, the monthly payment will increase. At this point, the loan is showing 999 payments remaining with a maturity date in 2048. We are looking to understand, what was the initial cost of the loan, why the cost of the loan has continued to increase even with monthly payments being made, and why this company has not been up front with their practices. This appears to be predatory lending practices targeted at seniors unaware of what the terms actually are.

  

  Business response

  01/22/2025

  Hello James,
   
  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,
  Mosaic Loan Operations

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have made numerous calls and sent numerous emails to the company requesting a review of how my payments are being applied. Initially I was told that "although I was not informed, 100% of my initial payments would go towards interest for the first few months." That time exhausted so I started paying early (the 7th) when my payments were not due until the 15th of the month. In addition to paying early, I was paying an additional $28.05 every month, I did this from May 2024-Sept 2024 however I saw that I was not making any progress, and the majority of my payment was still going to interest even though my interest rate is only 3.99%. I called and sent an email again to the loan servicing email. I requested review of my account however was simply told that the payments were being applied appropriately, however since I'm being charged $4.90 of interest per day, my paying early and more than what was due was not making an impact. My monthly amount due is $171.95 however I stopped paying $200.00 and reduced it to $180.00 from September to November with no changes. I was still paying before the due date in additional to making an extra payment in an effort to get ahead however again no change. Between Nov 2024 and Jan2025 there were times where 0.00 went towards principal. On 1.16.2025 I called again and was given the same justification. Therefore after sending multiple emails and making several phone calls I still do not have a breakdown of my payments, nor have my request to have my account reviewed been honored. I've had this loan for almost a year the original balance was $44,991.00 and today it is $44,675.69 a difference of $315.31 with no missed payments and after making additional payments. This is a scam.

  

  Business response

  01/17/2025

  Dear Lukeysih,
  
  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 way your payments are being applied towards your loan balance. Payments are first applied to interest 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 response

  01/17/2025

   
  Complaint: 22821576
  
  I am rejecting this response because I read my contract and would still like a full review and explanation of my account. With a 3.99% interest rate my principal balance should have been reduced by much more than it has been over the last year. 
  

  Actions requested: 
  1. Please review my account and tell me which day is best to pay that would apply the highest amount to principal. 
  2. Please provide information on how we can cancel this agreement. If there is a monetary amount, please share that as well. Whats the current fair market price of the panels? 
  Sincerely,
  
  ******** ******

  

  Business response

  01/23/2025

  Hello Lukeysih,
  
  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.
  
  Additionally, as your project is currently listed as "Install Complete" with Permission to Operate (PTO) on file, your loan agreement is not eligible for cancellation. If you would like to obtain a payoff amount for your loan, please dont hesitate to contact us at the number provided below.
  
  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 04482557.
  
  Kind regards,
  **** *.
  Mosaic Loan Operations

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a solar panel installation from ********************, in 2023. In order to pay for it, I had to request a loan from Solar Mosaic LLC. When Freedom Forever reviewed my roof structure in 2023 they told me the roof was not suitable for solar panels so the we cancelled the project. I requested to Mosaic that the loan be cancelled as well (as far back as February 2024) since no work was ever done. As months went by, this loan remained on my credit report and as a lien on my property. I have been in contact with both Mosaic and Freedom Forever over the course of a full year now and they still cannot come to a resolution on offically cancelling this loan and removing it from my credit report. I'm not sure what else I can do in this situation.

  

  Business response

  01/15/2025

  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 indicated that you are having trouble cancelling your loan. Our records show that loan documents and an installation agreement were signed electronically through ******** on December 29, 2023. Additionally, our records indicate that you participated in a welcome call on January 2, 2024, during which you confirmed your understanding of the terms of the loan. As of January 15, 2025, we have reached out to Freedom Forever on your behalf and are awaiting a response. Please contact Freedom Forever at your earliest convenience to confirm the status of your project, and to confirm cancellation with them if you are no longer pursuing a solar installation. They can be reached directly at **************.
  
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding your loan. We are available Monday to Friday 6 a.m. - 9 p.m. PT and Saturday 8 a.m. - 5 p.m. PT. When calling, please reference case number ********. Thank you.
  
  Kind regards,
  **** *.
  Mosaic Loan Operations

  Customer response

  01/15/2025

   
  Complaint: 22809069
  
  I am rejecting this response because:

  (1) Freedom Forever has informed me that they have submitted this order back to you for cancellation and that they are awaiting your response. 

  (2) The single purchase agreement I made was cancelled in 2024. I do not understand why there is a second one. Can you explain?

  (3) Mosaic is the name on my credit report.  So I do not care what Freedom Forever ultimately says.  I need Mosaic to sort this out.  Please work with them on my behalf.  

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

  

  Business response

  01/16/2025

  Hello *****,
  
  Thank you for your reply.
  
  Mosaic operates independently from Freedom Forever and manages the financial aspects of your solar improvement project. As the loan was funded in accordance with the terms of your loan agreement, to initiate the cancellation of the loan, Mosaic must receive notification from Freedom Forever. As previously mentioned, as a courtesy, we have also taken the initiative to contact your installer, in an attempt to confirm the current status of your project and are awaiting a response. To expedite this case closure, please feel free to contact your installer, Freedom Forever.
  
  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 04479153.
  
  Kind regards,
  **** *.
  Mosaic Loan Operations
  

  Customer response

  01/16/2025

   
  Complaint: 22809069
  
  I am rejecting this response because:

  I talked with Freedom Forever today.  They said they submitted my cancellation request to Mosaic in October. They escalated it for the second time today (1/16).  It is included in the Processing Sheet that Mosaic pulls batches from. In a previous call with Mosaic I was told the *** on completing these cancellations is 4-8 weeks.  We have now gone well beyond that.  Can you have your team check the processing sheet again.  The crux of my complaint with Mosaic is that Mosaic's customer service processes are poorly executed and not transparent. Even Mosaic's own customer service **** have told me they do not have clear visibility on the processing of cancellations.  This lack of clarity and ongoing delays in canceling an order for work that was never even done or even approved is why I have filed this complaint with the BBB.  No one should be made to accept a lien on their house for over a year without clear reasoning as to why.  I wouldnt expect you to accept it, nor will I.  Let's make Mosaic's customer service processes better! Please find the order submitted to you by Freedom Forever and cancel it.  
  
  Sincerely,
  
  ***** ********

  

  Business response

  01/21/2025

  Hello *****,
  
  Thank you for your reply.
  
  At this time, our position remains. We have reviewed your account and verified that we have not yet received any updates from Freedom Forever regarding the cancellation request for your project. To address this, we have followed up with Freedom Forever via email on January 21, 2025,  to request an update on the status of your cancellation request. Once we receive their response, we will process any updates promptly and ensure you are informed of the next steps. If you have any additional documentation or correspondence with Freedom Forever that may help expedite this matter, please feel free to share it with us.
  
  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 04479153.
  
  Kind regards,
  **** *.
  Mosaic Loan Operations

  Customer response

  01/21/2025

   
  Complaint: 22809069
  

  I do appreciate that Mosaic has reached out to Freedom Forever again this week, however, I am rejecting this response because there are two positions that Mosaic is holding onto that do not sit well with me.

  (1) "We have reviewed your account and verified that we have not yet received any updates from Freedom Forever regarding the cancellation request for your project." Freedom Forever has told me on multiple occassions their most recent expidition of this request was in October and I have already sent email threads of requests for cancellations earlier than that.  Since that is the case, and Mosaic is claiming they have not received any of these requests, I would submit that the communication process between Freedom Forever and Mosaic is faulty and needs to be improved. It should not take this long for Freedom Forever to submit a cancelled order and for Mosaic still not to see it on their end. Are you able to describe in more detail this batch processing sheet concept that Freedom Forever has described to me? I believe there is room there for process improvement.

  (2) "If you have any additional documentation or correspondence with Freedom Forever that may help expedite this matter, please feel free to share it with us." I understand why Mosaic continues to make this request of me, but Freedom Forever has been very consistent in the fact that they have already submitted this cancellation order and they believe Mosaic's batch processing procedures are what are slowing things down. Does Mosaic dispute this? Is it possible for Mosaic to request all current cancellations in Freedom Forever's queue? Or do you have the contact information for a higher level representative at Freedom Forever I could reach out to? The contact numbers I currently have take me to the cancellation department, but they do not put me in contact with anyone who can actually do the work on the order or anyone who can verify that it has been pulled or not pulled by Mosaic. 

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

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a meeting with a sales guy representing Freedom Forever/Solar Mosaic and I signed papers to allow them to do a soft credit pull to see if I could be prequalified for solar panels if I opted to move forward (explained in more detail in letter attached). I never scheduled the survey, and I asked to cancel the project as I really didn't want a large amount on my credit report and I didn't want solar panels on my new home. I canceled via email, text and I called them. Then it showed up on my credit report over the weekend. I emailed them over the weekend and crickets, I reached out to the salesperson and crickets. I will be utilizing Lifelock as well, but I felt it very important for you all to be aware of how they operate. Thank you so much. I have over 30 emails and attached those mostly around them acknowledging my cancellation request. You should have all text messages between a couple folks and my screen shots of my equifax credit report. I was unable to upload the agreement he had me sign due to the size.

  

  Business response

  01/15/2025

  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 requested to cancel your solar project via email, text, and phone however, the loan recently began to appear on your credit report. Our records show that loan documents and an installation agreement were signed electronically through ******** on October 22, 2024. Additionally, our records indicate that you participated in a welcome call on October 22, 2024, during which you confirmed your understanding of the terms of the loan. As of the present date, we do not have a formal project cancellation request on file from you. Please contact Freedom Forever at your earliest convenience to confirm the status of your project, and to confirm cancellation with them if you are no longer pursuing a solar installation. They can be reached at **************. Please note that Mosaic must receive Freedom Forevers confirmation of project cancellation in order to 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. 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

  01/13/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In October 2022, I signed a contract for the installation of a solar panel system with ************************** for my home. The terms were to pay $63,145.00 through Greenlinks lender, Mosaic (WebBank). The terms for the loan agreement include a promotional period that started upon substantial completion of the system installation. Generally, the promotion was a deferred interest loan. I complied with the information I was provided. I was provided with conflicting information that led to a potential misrepresentation of the agreed upon terms of the contract. Greenklink indicated that payments started on substantial completion, determined to be June 29, 2023 and Mosaic indicated that the promotion started upon disbursement, May 25, 2023. Per Greenlink, substantial completion, was June 29, 2023, making the promotional period until December 25, 2024, while the contract indicates that the promotional period ends. Mosaic has failed to correspond with my multiple requests via phone, email, and letters transpiring from October until December of 2024 and they have since charged me $7,055.63 in interest, even though I paid off the entire loan amount within the promotional period.

  

  Business response

  01/14/2025

  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 youve retained legal representation, and further communication will be through your attorney as legally required. Mosaic is reviewing and will provide a response promptly.  
  
  Kind regards,
  Mosaic Loan Operations

  Customer response

  01/14/2025

   
  Complaint: 22805180
  
  I am rejecting this response because: I do not have an attorney representing me in this matter.
  
  Sincerely,
  
  **** ******

  

  Business response

  01/17/2025

  Hello ****,
  Thank you for your reply.
  Our position remains, a review of your account shows that youve retained legal representation, and further communication will be through your attorney as legally required. Mosaic is reviewing and will provide a response promptly.
  
  Kind regards,
  Mosaic Loan Operations

  Customer response

  01/17/2025

   
  Complaint: 22805180
  
  I am rejecting this response because: I do not have legal representation representing me in this matter.

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

*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. ↩