Complaints

• 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,
  
  **** ******

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** **** came out to my farm to provide me information about installing solar panels to help lessen the burden of my electric bill and get me a quote. He used my personal information for the quote to generate a loan in my name after I told him I was not interested in any solar services. It is now affecting my credit score. After reading reviews, this is not the first occurrence for Mosaic potential customers to get scammed into loans using their personal information. I contacted Mosaic customer service and they are stating it could take 30 plus days to get paperwork to cancel and they encouraged me to make a payment so it doesnt go on my credit score and then I could request a refund.

  

  Business response

  01/14/2025

  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 a sales representative visited your home to provide you with information regarding a solar installation. You further state that the representative used your personal information for the quote you were provided to generate a loan in your name without your consent. Our records show that loan documents and an installation agreement were signed electronically through ******** on October 20, 2023, using the email address ************************* Additionally, our records indicate that you participated in a welcome call on October 20, 2023, during which you confirmed your understanding of the terms of the loan. As of January 14, 2025, we have reached out to your installer on record Freedom Forever, and asked them to address your concerns. 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. 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

  01/12/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This broker is a scam if only I had read about them before going into trade with them. ?? they keep telling me to deposit more of my funds.. After I read about them and concluded and decided to reach out to Mrs. ****** after I read so many reviews on how She has helped a lot of victims. Well, I am glad ****** was able to help me recover my money. You can get in touch with them on their company mail Email: harperjamesplatform @ g mail com

  

  Business response

  01/13/2025

  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.
  
  Please note that no account could be located based on the information that you had provided. If you have a loan with Mosaic, please reply with your loan number or address, so that we may locate the account to further assist 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,
  *** F
  Mosaic Loan Operations 
  
  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed to have solar installed from Feeedom Forever, (also did a complaint about them) and within hours I called and cancelled. The person who took my call said all was taken care of. Now I am being billed from Mosaic (which is the company who does the financing.) I have been in contact with both. According to Freedom Forever they have processed the cancellation (the date they gave me was July 30, 2024). According to Freedom Forever, Mosaic the finance company processes these cancellations in "batches" - they are given a spreadsheet with the names and when they get to your name they will cancel the loan. According to Mosaic they have not received notice of the cancellation. The Freedom Forever agent said they cannot contact Mosaic directly and they can do nothing else. Mosaic said it will affect my credit score if I don't pay.... really? for equipment I did not receive.???? In short, Freedom Forever is blaming Mosaic for the problem. Thanks

  

  Business response

  01/08/2025

  Hello *********,
  Thank you for providing this feedback. Without admitting fault nor liability of any kind, please refer to our explanation below.
  Please note that Mosaic assisted with the financing for your home improvement project; we are not in a position to solve technical, servicing, performance, or installation issues. As funds have already been partially disbursed in accordance with the Loan Agreement,Freedom Forever must agree to your cancellation request before Mosaic can process any cancellation of your Loan Agreement. As a courtesy, Mosaic has reached out to Freedom Forever to notify them of your concerns, and we have asked them to contact you to address your concerns and provide a resolution.
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding their loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m.- 5 p.m. PST.
  
  Kind regards,
  Mosaic Loan Operations

  Customer response

  01/09/2025

   
  Complaint: 22765313
  
  I am rejecting this response because:  I don't see any solution.  As indicated I HAVE reached out to Freedom Forever several times and they state that thy have canceled the account July 30. 2024.  Last time I talked the mosaic *** he said he would contact Freedom Forever and verify that it was canceled.   Has this happened?
  Sincerely,
  
  ********* *******

  

  Business response

  01/13/2025

  Hello *********,
  Thank you for your reply.
  Our position remains, as funds have already been partially disbursed in accordance with the Loan Agreement, Freedom Forever must agree to your cancellation request before Mosaic can process any cancellation of your Loan Agreement. As a courtesy, Mosaic has reached out to Freedom Forever to notify them of your concerns, and we have asked them to contact you to address your concerns and provide a resolution.
  Please feel free to contact our Customer Experience team at ************** if you need any assistance or have any questions regarding their loan. We are available Monday to Friday 6 a.m. - 9 p.m. PST and Saturday 8 a.m.- 5 p.m. PST.
  
  Kind regards,
  Mosaic Loan Operations

• Initial Complaint

  01/01/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My solar loan signed on June 7, 2024. I was informed that the loan included an 18-month interest-free period, during which payments would reduce the principal balance. However, I later discovered that the loan is structured as interest-only during this period, and payments are not applied to the principal. This was never clearly disclosed to **** contacted Solar Mosaic to address this issue, but the responses from representatives were inconsistent, and the loan number provided during the discussions does not match the loan agreement. Additionally, my request for the welcome call recordingwhere the terms were allegedly disclosedhas not been fulfilled.

  

  Business response

  01/13/2025

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

  In accordance with the terms of your Loan Agreement, any payments made toward your Loan are first applied toward any interest that has accrued, any fees/expenses that are payable and the remainder toward the principal balance of your Loan. Interest continues to accrue until all amounts are paid in full.Therefore, each of your subsequent Loan payments will be allocated in part to accrued interest,and the rest to principal. With each subsequent month of payments, you will find that more and more is applying towards to principal. If you wish to make any additional payments beyond your regular monthly payment then those payments will be fully applied the Loans principal balance if they are processed the same day as your monthly payment. If you make a voluntary additional payment on a different date than your regular Loan payment, you will have to pay the interest generated between those two payments.

  On  June 7,2024, a  Mosaic agent performed a Welcome Call with you during which they explained the terms and conditions of this loan including Interest and Payment. Please also refer to Page 6 of your Loan Agreement that discusses this matter. Pursuant to Mosaics policy,calls are intended for internal purposes and cannot be shared at this time.

  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

  Customer response

  01/13/2025

   
  Complaint: 22753502
  
  I am rejecting this response because this loan is structured as an interest only loan and that is not what I agreed to nor was that made clear. Furthermore, the monthly statements dont show the amount of interest that has accrued, so there is no way for me to know, without doing the calculation myself how much interest is accruing every month. 
  
  Sincerely,
  
  Chantelle ***** ******

  

  Business response

  01/14/2025

  Hello Chantelle,

  Thank you for your reply.

  Our position remains, in accordance with the terms of your Loan Agreement, any payments made toward your Loan are first applied toward any interest that has accrued, any fees/expenses that are payable and the remainder toward the principal balance of your Loan. Interest continues to accrue until all amounts are paid in full. Therefore, each of your subsequent Loan payments will be allocated in part to accrued interest, and the rest to principal. With each subsequent month of payments, you will find that more and more is applying towards to principal. If you wish to make any additional payments beyond your regular monthly payment then those payments will be fully applied the Loans principal balance if they are processed the same day as your monthly payment.If you make a voluntary additional payment on a different date than your regular Loan payment, you will have to pay the interest generated between those two payments. Please also refer to Page 6 of your Loan Agreement that 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. PST and Saturday 8 a.m.- 5 p.m. PST. Thank you.
  
  Kind regards,
  Mosaic Loan Operations

  Customer response

  01/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Chantelle ***** ******

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In May of 2024 I contracted with Freedom Forever for Solar Panel Installation, which was financed by *************************. On 09/04/2024, I cancelled the project with Freedom Forever due to consistent delays and errors made with the project build. As a result, no work was done on my home, no panels were built, and no installation took place. As the cancellation process with both Freedom Forever and Solar Mosaic, LLC is complex and takes months to complete, Solar Mosaic, LLC is now asking I begin making payments on the loan. However, according to page two of my Loan Agreement with Solar Mosaic (attached and highlighted), my first loan payment will not be due until 24 days after Mosaic confirms installation is complete. I have made numerous calls to Solar Mosaic and pointed out, to numerous individuals (including supervisors), the language in the agreement. Each time, I am told it is a system glitch, and the system will push the due date out as the due date approaches. However, the due date was 12/28/2024 and the system has not changed. Now I am being asked to begin making payments that will allegedly be refunded to me once the loan is cancelled. I did phone on 12/27/2024 and was told system notes would prevent a blemish on my credit rating; however, I don't feel that is sufficient as nothing I have been told so far has been accurate. I am merely asking for the payment due date be pushed out while cancellation is complete.

  

  Business response

  12/31/2024

  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 Freedom Forever has confirmed cancellation of your solar project as of December 27, 2024. We are currently in the process of finalizing the cancellation, and will send a separate email confirmation at the time the cancellation is completed. At this time, the payment due date may be disregarded, and we've notified our loan servicing team to cease additional outreach to you, pending completion of your cancellation.
  
  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

  01/02/2025

   
  Complaint: 22745881
  
  I am rejecting this response because:

  While I appreciate the apology for the confusion, I am asking for the billing due date to be adjusted to avoid a late status.  Even after being told to disregard the due date and no further contact would be made, I have since received a text message and an email reminding me my payment is late and asking a payment to be made.  As indicated previously, statements made to me are not accurate and I can see this late status affecting my credit rating. Again, MOSAIC is not adhering to the loan contract terms  that clearly state my loan payment is not due until AFTER installation is confirmed.

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

  

  Business response

  01/03/2025

  Hello *******,
  
  Thank you for your reply.
  
  Cancellation of your loan has now been fully completed as of January 3, 2025, and accordingly no adjustment to the due date is needed as the loan is no longer in effect.
  
  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 04449818.
  
  Kind regards,
  *** F
  Mosaic Loan Operations
  
  

  Customer response

  01/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you. 
  
  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. ↩