Consumer complaint received 2021-07-21
Company: Solar Mosaic LLC
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
A contract began with XXXX XXXX  in XX/XX/XXXX, the work for initial installation was not completed and activated until XX/XX/XXXX. I filed {$3500.00} in Solar Tax Credits on XXXX IRS Tax Return, I was never informed that I needed to file a 5695 Form from the IRS. Now, on the XXXX Tax Return that we finalized XX/XX/XXXX and will be e-filed today ( XX/XX/XXXX ), I have {$7000.00} rolling over for Solar Tax Credits. The Mosaic Loan company stated I signed some Choice Loan that gave me 18 months to accumulate enough solar tax credits to avoid a 26 % fee based on the loan amount {$34000.00}, which they say comes to {$9000.00} and if I do not send a check by XX/XX/XXXX my payment will go from {$180.00} to {$250.00} for 38 years this will mean that I will be paying {$64000.00} for solar panels over 38 years. I did not understand this from the beginning, I was literally e-signing and it was not explained to me, the new loan amount of {$250.00} is {$65.00} additional per month and over 38 year loan will add {$29000.00} to the {$34000.00} loan amount. 

Additionally, the initial installation ( which was not activated until XX/XX/XXXX see email below from XXXX ) upon XXXX XXXX  's analysis originally called for 25 panels to be installed along with updating the pool pump, insulation in attic and a new tankless water heater. The water heater was never installed by XXXX XXXX, as they stated the area in which it would have to be installed did not meet the specifications, so they gave me 3 additional panels ( trying to verify date with XXXX XXXX ). They proposed I would have an average XXXX XXXX ( for utilities ) to be approximately $ XXXX/month. I am now paying {$180.00} for loan with Mosaic on the panels and an average of {$130.00} and more each month to XXXX. 

Then on XX/XX/XXXX an email from XXXX XXXX, the person who conducted the review stated in an email, quote : " SMA is not monitoring your production for the last 76days. However, it is producing because you sent back credits of XXXX kwh on your XXXX XXXX bill and XXXX kwh on your XXXX bill. Can you recycle your system and make sure the wifi is connected?. Once you do that, can you record your E-Total from the face of your inverter and email it to me? Without your production total I can not complete the analysis. 

Thanks, XXXX '' This company full of technological knowledge and engineers, is asking me to do something that is totally beyond my scope of knowledge. So I requested they send a technician out to help me understand how to get XXXX his production total. 
-- Today, XX/XX/XXXX they are installing 2 more solar panels and replacing the inverter, due to XXXX XXXX 's review analysis. 

So with all the chaos, wasted days on my end not to mention the stress Mosaic which holds the loan for the solar panels is honestly expecting me to pay {$65000.00} for solar panels. Why don't I just burn the house down ( joke ) with all its equity that I have worked so hard for, truly after {$65000.00} they will have completely sucked the equity from my home. 

Email from XXXX see below : " XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX  to Service, me Hello, I went over the most recent bill and I checked your system 's production and it's producing as it should for the month of XXXX it should produce between 19-22 kWh, and your system is producing between that range and higher. It is very important to monitor the system by using your production graph and comparing it to the monitoring site. If your system isn't producing as it should or if it doesn't report on the monitoring site please let us know so we can send a technician out to service the system. It's hard to say if your usage up because I only have the current bills to look at. Your system was activated on XX/XX/XXXX, we stand by our product so if after a year you do not see the savings we promised we can do what's called a savings review. The review takes 4-6 weeks to complete and the savings team reaches out to you with the results. For the savings review, we need a full year 's worth of solar bills and a full year of bills before solar or you can give us your username and password for your utility account and the savings team can get the bills they need. If we are in the wrong we will make it right by adding more panels to the system and or paying you the difference you paid to the utility company. Please continue to monitor the system and let us know if you have any issues, as mentioned XXXX XXXX does not monitor any system. I did add the bills you sent me to your account. Please let me know if you have any questions or concerns. 

XX/XX/XXXX ( XXXX ) XXXX XXXX is what the system produced XXXX is what your system sent back to the grid XXXX is the solar energy used XXXX is what was used from XXXX XXXX is the total kWh ( this is the total kWh that they should compare to a previous bill for the same billing period ) '' All I was told is that I would be a model home for XXXX XXXX and this loan is a mess, if I had 18 months to capture enough solar credit savings and my system was not activated until XX/XX/XXXX then shouldn't I have until XXXX of XXXX, why do I have to pay {$9000.00} by XX/XX/XXXX. This has been nothing but a nightmare and no homeowner should have to go through what I have gone through PERIOD

Company response to consumer: Closed with explanation