Mosaic, Inc.

Complaint: ***I am rejecting this response because:Complaint: ***I am rejecting this response because: each bureau has inquiries 9/26/and 10/26/16.? I want them both removed.?
Sincerely,*** ***Sincerely,*** ***

***, ?
We appreciate your patience as we worked to resolve this issueOur engineering team resolved the issue and it appears that your account is now set up on ACHAgain, thank you for bringing this to our attentionIf there are other questions that come up over the duration of your
loan, please contact us at? ***?
Best,
Mosaic

Case #: ***Consumer: *** *** Dear ***While you installed a solar system with Vivint, Mosaic is the company that provided the financing for the solar system installed on your homeWe have had multiple calls with you confirming the terms of the loan that you have executed, and
there were no objections raised regarding the validity of your loan at that time.As communicated to the Attorney General, to the extent that you now contend that an unidentified third party has stolen your identity, we would appreciate a copy of the police report that you filed.Mosaic does not participate in the direct sale or installation of a solar systemWe apologize for any confusion between your installer, Vivint, and Mosaic, your financier.Mosaic has also addressed your complaint with the Attorney General based on our investigationWe appreciate being given the opportunity to thoroughly respond your complaint

Hi ***,
We apologize for the long delay in filing the suppression requestsI can now offer you exact dates and times of the filings for the bureaus below, and I hope that is of some comfort that this process is now moving forward in a meaningful way
***: Thursday, January 31, 04:pm
***? Thursday, January 31, 04:pm
*** replied yesterday at 9:52am to confirm the hard inquiry has been suppressed and should show as such on the consumer file within hours
We will continue to move this case to resolution, and you should expect to see further progress as the credit bureaus process our suppression requests on your behalfThank you

Complaint: ***I am rejecting this response because:
I was told by both *** and *** *** that Solar Masonic Inc would have to contact them and have it removed.? Sincerely,***

[redacted],
We take all consumer complaints seriously and appreciate you bringing this to our attention. Our loan operation team is investigating the issue you raised and we will follow up once we have further information. Mosaic will work diligently to address and resolve your complaint...

expeditiously.  
Best,
Mosaic

[redacted],
We take all consumer complaints seriously and appreciate your bringing this to our attention. Our Loan Operations team is investigating the issue you raised, and we will follow up once we have further information. Mosaic will work diligently to address and resolve your complaint...

expeditiously.   
Best,
 
Mosaic

Hi [redacted],
We apologize for the long delay in filing the suppression requests. I can now offer you exact dates and times of the filings for the bureaus below, and I hope that is of some comfort that this process is now moving forward in a meaningful way.
[redacted]: Thursday, January 31, 04:39 pm
[redacted] Thursday, January 31, 04:40 pm
[redacted] replied yesterday at 9:52am to confirm the hard inquiry has been suppressed and should show as such on the consumer file within 48 hours.
We will continue to move this case to resolution, and you should expect to see further progress as the credit bureaus process our suppression requests on your behalf. Thank you.

Case #: [redacted] Consumer: [redacted]
Dear [redacted]  
Thank you for bringing this issue to our attention. We take all consumer complaints seriously.Mosaic provides loan solutions to finance the installation of solar systems. Mosaic does not offer to pay utility bills on behalf of the...

customer. If your installer made such a representation you should address this complaint directly with your installer.According to Mosaic’s records you did sign the loan documents using DocuSign on 12/08/2015 date.Mosaic allows our customers to set up ACH payments through their borrower portal. Although some  of our borrowers make direct online payments from their bank, it is still seen as a manual payment and not part of Mosaic’s ACH program, which is free. Mosaic did make several attempts to assist you in setting up ACH account and would be happy to walk you through the ACH payment process to help make the loan payment experience as easy as possible. We appreciate your feedback to help us create a better customer experience for all our borrowers. Please feel free to contact us directly should you have any additional questions.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Case #: [redacted]
Consumer: [redacted]
 
Thank you for bringing this issue to Solar Mosaic, Inc.’s (“Mosaic”) attention. Mosaic takes all consumer complaints seriously.Our records indicate that on June 20th, 2016 you submitted a credit application for a solar loan with Mosaic and were...

initially approved for a ten-year loan product, and signed a Loan Agreement with this loan term on 11/23/2016. Unfortunately your credit approval expired after 180 days from your credit application, and when we conducted a new credit inquiry, it resulted in a loan approval for only our 15, 20 and 25 year loan products.Since Mosaic was not in receipt of the signed Install Complete form from your installer before the date of credit expiration, Mosaic’s policy required a new credit approval.Thank you for re-signing your loan agreement with a 15-year loan term on 7/11/2017. This solar loan agreement you executed is the governing legal document that requires repayment of the loan obligations.

See Attached

[redacted],  
We appreciate your patience as we worked to resolve this issue. Our engineering team resolved the issue and it appears that your account is now set up on ACH. Again, thank you for bringing this to our attention. If there are other questions that come up over the duration of your...

loan, please contact us at [redacted].  
Best,
Mosaic

Complaint: [redacted]I am rejecting this response because:
I was told by both [redacted] and [redacted] that Solar Masonic Inc would have to contact them and have it removed. Sincerely,[redacted]

[redacted], 
 
Thank you for bringing this to our attention. We take all consumer complaints seriously.
 
Based on our investigation, we submitted a credit update request with all three credit  bureaus.  It is our understanding that [redacted] and [redacted] processed our update request on or about April 17, 2017.  We submitted a renewed credit update request to [redacted] on July 7, 2017.  
 
Please note that all three credit bureaus process credit update requests differently and that Mosaic has no control over that process.  If you have any questions about the credit update process by the credit bureaus, please contact them directly. 
 
Mosaic believes that it has now fully addressed the issue raised in your complaint.  Please feel free to contact us directly should you have any additional questions. 
 
Thank you, 
 
Mosaic

Complaint: [redacted]I am rejecting this response because:Complaint: [redacted]I am rejecting this response because: each bureau has 2 inquiries 9/26/16 and 10/26/16.  I want them both removed. 
Sincerely,[redacted]Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because this hard inquiry still remains on my [redacted] credit report. I won't close this request until you resolve this issue and let me know. Please do whatever you need to do to get rid of this ASAP!Sincerely,[redacted]

Revdex.com Response from Mosaic:
 
Dear [redacted],  
 
Thank you for bringing this issue to Solar Mosaic, Inc.’s (“Mosaic”) attention. Mosaic takes all consumer complaints seriously. 
 
We understand your issue to be one related to the mortgage status of your home and the...

solar loan you obtained from Mosaic. 
 
Under the loan agreement you executed, you are obligated to repay your solar loan in full.  It is Mosaic’s understanding that you were experiencing some financial hardships with your home mortgage.  Mosaic tried to work with your representative to address both your home mortgage hardship and your solar loan obligations.  Unfortunately, a resolution could not be reached. 
 
In our efforts to continue to work with you and provide the best customer service to our borrowers, Mosaic will have one of our Loss Mitigation Specialist reach out to you directly to see if there has been any change in circumstances that would allow us to work with you and ensure that the solar loan returns to good standing.
 
We appreciate being given an opportunity to continue to work with you during these difficult times. Please feel free to contact us at [redacted] should you have any additional questions.  
 Thank you,

[redacted],
 
Thanks for your response. 
We have passed this on to our Loan Operations team. A member from the team will be reaching out to you to help resolve the issue.
 
Thank you,
 
Mosaic

Dear [redacted], Thank you for bringing this to our attention. We’re sorry to hear that this situation occurred and would like to help you get it resolved as quickly as possible.The way we operate is as a separate financing entity for many solar installers, and while we do our best to ensure that...

they follow the highest consumer lending practices while using our platform, they do not always comply. We will be looking into who the non-compliant installer was so we may deal with them directly.In your case, it appears that this is an issue of a non-compliant installer. Keep in mind, we only run credit when a potential customer completes OUR credit application through OUR platform, which should only be done with a representative from the solar installation company present and your express consent.We understand that you would like us to remove the credit inquiry. However, you will need to initiate the dispute of the pull with the credit bureaus. As we said, we would like to help, and want to support your dispute of this credit pull to the best of our abilities. So what we can do is provide a letter that you can present to the credit bureaus when you dispute the pull and we will not contest the deletion of the inquiry.If you have additional questions, please reach out to our Support team at [email protected] or at (510) 746-8602 Monday-Friday 7am-9pm or Saturday/Sunday 9am - 5pm. Toward a brighter future,Mosaic