Consumer complaint received 2024-08-16
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Solar Mosaic LLC (GA)

XXXX XXXX : Mosaic XXXXXXXX XXXX XXXX XXXX I am looking for help and appreciate your time to review and consider this. 

My complaint is against Mosaic ( a finance company ) and XXXX ( the lender/partner used by Mosaic ). To summarize my complaint : The contractor that I hired for my home renovation project was a partner of Mosaic. It was through this contractor that I was offered 12 month interest free financing using Mosaic. The contractor failed to complete the project and subsequently went out of business. I was left responsible to pay the Mosaic loan. 
Mosaic has refused to take any responsibility for the failure of their partner to deliver. 
In looking into reviews/complaints filed against Mosaic, our situation does not appear to be unique. There is a frequent theme of questionable partners who fail to deliver on projects and leave customers on the hook to pay off large loans for which they received nothing. 
Our position is that as a finance company, Mosaic failed to vet the financial stability of their contractor partner, and that as the lender partner to Mosaic, XXXX is also liable for this fraudulent arrangement. Both benefited and both deny any responsibility. 


Detail : Mosaic is a finance company that is a partner of XXXX. Both profited from a failed installation project financed through Mosaic and performed by one of its contractor partners ( now out of business ). Neither has been willing to engage with me to discuss this situation, nor to take any responsibility for their role in the failed project. 

Mosaic partnered with a company called XXXX XXXX XXXX XXXX. In XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX was contracted to install a new shower in our master bathroom. The XXXX XXXX representative suggested financing through Mosaic, who was offering 12 month interest free financing. The total cost of the project was {$16000.00}. 

XXXX XXXX then failed to install our new shower and ultimately went out of business. In short, they failed by : XXXX. Improperly installing the shower base off level, resulting in one side of the shower being lower than the drain. 
XXXX. When this was discovered early in the project, they fraudulently masked the error by bending the corner of the pan up to make it appear that the two sides were now properly set at the same height. 
XXXX. Once the shower was first able to be used and it was discovered that the water would not drain, instead pooling in the low area of the shower base, they made several empty promises to come out and address the failure but ultimately just stalled until they closed up shop and went out of business. 

We later learned that during this timeframe XXXX XXXX XXXX XXXX defrauded many other customers ( both by leaving projects unfinished and in several cases even by taking initial installments and then never responding again ). There is no way for me to know if any of these projects were also financed by Mosaic, but I suspect that some probably were ( and as I state further below, this does not appear to be a unique scenario for Mosaic ). After having several contractors look to see if there was anything that could be done to remedy the failure, we were left with no alternative but to have the defective and incomplete work performed by XXXX XXXX completely ripped out and begun anew. We are nearing the end of that project which will total an additional {$18000.00}. 

We paid Mosaic in full at the end of the 12 month term to avoid having interest charges added to the total. We opened several cases/complaints with Mosaic, both before and after we paid the total amount. They refused to discuss the situation with us and instead only answered our complaints with deflecting generic email responses that they were only the finance company, not a contractor, and so we would need to follow up with the contractor ( who was now out of business ). 

Our position is that Mosaic failed not as a contractor, but as a finance company. As a finance company, Mosaic failed to properly vet the financial stability of their contractor partner XXXX XXXX XXXX  XXXX. They were diligent in checking my credit and financial situation to make sure that we were able to pay off our loan to them, yet they apparently did not feel the need to check to make sure their partner was financially prepared to complete the work that the loan was based on. 

Mosaics loans are processed by XXXX. XXXX states that Mosaic is a partner of theirs. I filed a complaint with XXXX that provided the information regarding our loan and subsequent installation problems, and requested that they urge their partner, Mosaic, to engage with us. XXXX response attempted to distance themselves from the situation stating that they are only the bank, Mosaic in the servicer of the loan. In short, XXXX deflects any responsibility for the actions of their partner ( Mosaic ), and Mosaic deflects any responsibility for the incompetence and financial instability of their partner ( XXXX XXXX XXXX XXXXXXXX ). Both Mosaic and XXXX profited from a failed installation project which cost me {$16000.00}. 

There is another point to clarify. While Mosaics big failure was to not financially vet their partner initially, they also were given what should have been a big red-flag to look into XXXX XXXX XXXX XXXX early during our project. In the initial days of the XXXX XXXX project ( an effort that would take months ), Mosaic paid Bath Planet the final installment for the project. I received an email from Mosaic in early XX/XX/XXXX stating that they now showed the project as complete. I immediately notified them that the project had just begun and was nowhere near complete. The only document that I ever signed once the project began clearly noted that the project was in process and listed all of the work that was still to be completed. I suspect that XXXX XXXX fraudulently submitted that document as a project completion confirmation. Mosaic has refused to provide this document to me, so I am not clear if XXXX XXXX altered it or whether Mosaic just never looked at it. Mosaic has since tried to justify that payment by saying that I later stated that the project was complete on a recorded phone call. A few points regarding this : XXXX. I disagree that I ever stated that the project was complete. In fact, the shower was not able to be used for the first time until XXXX and they claim this call took place in either XXXX or XXXX ( they have stated both ) XXXX. Just as they have refused to provide the document or other substantiation for the final payment that they made in early XXXX, Mosaic has also refused to provide the recording. 
XXXX. Regardless, this is irrelevant to my main complaint that Mosaic did not properly vet the financial stability of their partner, and because of that I am out {$16000.00} for a failed installation. The fact that they also paid XXXX XXXX the final installment ( {$4800.00} ) based on a fraudulent submission and when notified that it did not result in them looking closer into their partner only further highlights Mosaics responsibility for this mess. 

I have read numerous reviews of Mosaic that indicate that my situation is not unique ( see attached ). It appears that Mosaic has many questionable partners who fail to deliver on projects and leave customers on the hook to pay off large loans for which they received nothing. Despite this, Mosaic has not made the decision to better financially vet these partners to protect the customers of these Mosaic loans. Based on my experience, it appears that XXXX is also uninterested in protecting these customers. Both appear to be happy to profit from any failures while denying any responsibility. Any help that you could provide to create visibility and accountability in this area would be of great value to our communities.