Consumer complaint received 2023-06-16
Company: Solar Mosaic LLC
State: GA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
XX/XX/XXXX I will try to keep this at a summary level as much as possible, hard to do when we are as disappointed as we are with the whole green energy push. In late XXXX of XXXX we inquired about rooftop solar panels as a way to replace our electric bill and to have a backup plan for electricity in the event of a power outage, whether it be long or short. Our nightmare began when we signed on with XXXX XXXX XXXX XXXX XXXX ). Much of what we were told was not accurate, we would not be getting a system to meet our expectations. We were told that though it could be up to 90 days before we were operational, more than likely it would be six weeks. The inaccurate schedule changes began, along with flat out lies regarding permitting. Our XXXX XXXX contract would begin requiring payments 90 days from contract date, not to worry the system should be operational by then. 
Well, it was a couple of days over four months that the system was turned on, though no one told us how to work with it. ( XXXX XXXX had said they would be our solar partner every step of the way ) Hah! After two weeks we called XXXX customer support to inquire about how the system was to be configured to meet our requirements, and we were told that they do not do that, we would need to contact XXXX XXXX. Obviously we were a little miffed but we did call XXXX XXXX and talked with a very professional, courteous person. First we learned that our system, as currently built, would never be able to operate as we were told by XXXX. The Support person did configure the system, over the internet, to hopefully work as efficiently as it could, yet it would not produce enough electricity to offset our electric bill. We had elected to not sell back to XXXX ( XXXX XXXX  XXXX ) because there was a flat fee for the net meter and additional charges. So we decided to just see if we could produce the energy we needed for our own use. I monitored the system daily via the XXXX application to see how we were doing. 
The system went live on XX/XX/XXXX and on XX/XX/XXXX the system quit producing anything. We contacted XXXX Support and after several calls two guys finally came out in early XXXX. They looked at the system, and said yep it is not working probably due to bad snaps. They called the office and said that someone would be back to work on it. A few weeks and numerous phone calls later the two guys came back, called XXXX XXXX XXXX for 30 minutes or so and said that two major components had failed they would order the parts. The phone calls and schedule changes ( sickness, technicians over scheduled, etc. ) were numerous until mid XXXX we were told someone would be at our house on XX/XX/XXXX. A call received on the XXXX informed us that no one was coming, they ( XXXX ) would call after the new year to reschedule. The last time we ever heard anything from XXXX. We were extremely disappointed and at a complete loss as to what to do next. 
In early XXXX my wife began to see posts on XXXX by others who were in similar situations. We sent our info to XXXX XXXX XXXX and posted on the GA Attorney General site. We were then encouraged to post on the TN court appointed Receivers site. I attended the first hearing in XXXX XXXX, TN. We continued to make payments until XXXX when we stopped because we were paying both our regular electric bill and a payment for a non-working system. 
We have contacted Mosaic and XXXX, never able to talk with anyone who knows anything. XXXX did contact a company XXXX who called to say they would look at they system, at least that is what I understand, as it is difficult to understand the people who call. Same is true for Mosaic, it is difficult to understand the callers. Before anyone looks at the system we would like to speak with a knowledgeable person who can tell us who will be responsible for the 25 year warranty and any issues along the way. We have received multiple letters from Mosaic for payments, and to inform us that our payment will go up at the end of XXXX. Oh, we also have received a letter stating they would suspend the payments for 90 days, then followed shortly after by another letter to make payment. 
Now we sit here, receiving delinquent calls and letters, and negatively impacting our credit. On the Mosaic website it stated that the only lien would be on the solar equipment, fine they can have it. We are like so many other XXXX customers, XXXX, in our XXXX and now in daily turmoil over the entire situation. All we wanted was to be good stewards of both our finances and our environment with solar energy. Just not going to happen.

Company response to consumer: Closed with explanation