Consumer complaint received 2025-12-08 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Solar Mosaic LLC
State: GA

Complaint narrative:
A sales team from a solar installer XXXX XXXX XXXX XXXX XXXX sold us a system and then passed us to a credit union ( XXXX ) that partnered with Mosaic on financing our solar loan ( and many others across XXXX ). Our system was " installed '' in XX/XX/XXXX with additional visits from the installer that failed to complete the installation. The installer 's last communication was in XXXX XXXX ; as of today ( XXXX XXXX, XXXX ) my system remains non-operational. 

I first called Mosaic about this situation around XXXX, XXXX to explain this situation, at which point they asked for me to send documentation. 

I emailed XXXX on XXXX XXXX, XXXX with this documentation, including the timeline, the failure to deliver services in violation of contractual obligation, and graphs & other data from the manufacturer 's application that proved definitively that the system was not functioning as intended. I asked to speak with someone about a resolution to this situation. In response, I received an automated email confirming this message from their support team ( Case XXXX ) and even after sending multiple follow up emails to that case over the following 2 weeks, have never heard any response from Mosaic on this case. 

More recently in XXXX, Mosaic entered and subsequently completed XXXX XXXXXXXX bankruptcy, and its business has been assumed by XXXX XXXXXXXX XXXX XXXX XXXX XXXX now redirects to XXXX XXXX XXXX XXXX  This has further complicated this issue as this situation continues to develop without anyone having accountability and homeowners like myself are among the lowest priority in this process. Additionally, I never received notification of this servicer change despite Mosaic possessing my contact info. I found out my loan servicer had changed when my Mosaic account login ( which is my literal loan number ) returned an " invalid account number '' error. I had to email their support team, who provided the new portal URL and my new 12-digit account number, which I was never given in any communication.

My solar system has been incomplete for over 3.5 years, even after 3 previous visits from the installer who partnered with Mosaic on the financing ( as detailed in XXXX XXXX XXXX XXXX. I have not seen any reduction in my power bill and have additionally paid a solar monthly payment ( ~ $ XXXX ) for 14 months to Mosaic for a service I have never received. For the next 27+ months through the present, Mosaic has continued to defer payment on the loan for an installation that was never completed, while the value and lifetime of the hardware depreciates, without any response of a long-term solution. This situation has gone far beyond what any reasonable person would consider acceptable resolution time and it hasn't even been responded to ; I am no closer to a resolution than I was over 3.5 years ago. 


-- -- -- -- - Additional Info -- -- -- -- -- -- -- -- On Friday, XX/XX/XXXX, I called XXXX, who pointed me back to Mosaic as the servicer of the loan and party who could help w/ resolution, citing no knowledge or involvement on their part beyond the initial cash disbursement. 

Also, SolarTitanUSA has been in conservatorship in the federal court of XXXXXXXX XXXX since early XXXX. I have lost all desire to deal with this solar installation and any hope that it would ever be completed as initially contracted.

Company response to consumer: Closed with explanation