Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed on my Ameren bill there were charges for renewable generation I contacted Ameren and they told me to contact Arcadia. I talked to a lady and she told me Ive been a customer with ********************** since 2023. I told her I never signed up with them. For the past 3 months Ive been charged an additional charge for solar. The first one was 4/8/25, 5/8/25, 6/6/25. I canceled it on 6/9/25 but the lady told me it takes 90 days to cancel and I would have to pay the renewable generation fee until my account is officially closed. She also said she would send me a email stating I canceled and I have yet to get one. I asked for a refund because I didnt sign up with them and she said I cant get a refund because it has already been collected

  Business Response

  Date: 06/17/2025

  Thank you for bringing Sarahs complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on the charges shown on their utility bill and the cancellation period. 

  On 11/28/2024, ***** was enrolled on the ****************** Community Solar project through Arcadia. Through Community Solar, ***** is set to keep a 10% portion of the total value generated by their spot on the Community Solar project. The remaining 90% is owed to the Community Solar farm for project operation costs and is thus billed through their Ameren bill as a subscription fee. The Community Solar credits will always be higher than the subscription fee. An example of this billing experience would be that if the Community Solar credit is in the amount of $100, the subscription fee would be $90 because the customer gets to keep 10% of the Community Solar credit, in this example being $10.

  ***** requested their Arcadia cancellation on 06/09/2025. It takes a period of 90 days to process un-enrollment from Community Solar due to the administrative processing timeline to complete. A confirmation email was sent on 06/09/2025 indicating we have initiated the 90 day cancellation period.

  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at ******************************** or call us at ************** between 9am and 5pm EST, Mondays through Fridays.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23443968
  
  I am rejecting this response because: the lady that I talk to that day, kept insisting that I signed up for Arcadia in 2023. Ive never talk to them people that come knocking on your door trying to say that you can save money on your electric bill. Ive never received an email nor a piece of mail stating I was in Arcadia and that or I was getting put in for a solar subscription. Its not right to be not informed if there is an additional charge on your Ameren bill for a solar subscription that you have no knowledge about.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/30/2025

  Thank you for bringing Sarahs response to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on the sign-up process and the notices provided with enrollment.

  Signing up with Arcadias Community Solar program has several steps that require the customer's participation and knowledge to complete. Once the steps are completed for the enrollment process, a welcome email is sent. All updates and notices regarding Community Solar from Arcadia are provided electronically, meaning the information is sent via email. The customer has received and opened several emails from Arcadia since signing up. Those emails also include information on the billing experience and enrollment in a Community Solar project.

  There is no additional charge to be a part of Community Solar at Arcadia. ***** is a part of the utility billing experience, which means that their electric utility company manages the Community Solar portion along with their utility charges. The Community Solar credits will always be higher than the subscription fee shown on the bill, ensuring a 10% savings. 

  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at ******************************** or call us at ************** between 9am and 5pm EST, Mondays through Fridays.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23443968
  
  I am rejecting this response because: I have not received any emails from the beginning of all this. Because if I wouldve, I wouldve canceled it a long time ago I just wanna make sure that Im canceled out of it within the 90 days so I dont have to pay for something that Im not using or for somebody else to use. I live in ********** and having an additional fee on my Ameren bill is exceptionally hard for me to pay so just please make sure its canceled within the 90 days because Im not gonna keep going back-and-forth with all this. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arcadia is failing to release us from a 90-day cancellation clause after a material breach of contract on their part. Arcadia was responsible for the timely payment of our utility bill with *******************. Arcadia failed to process our utility payments from September 2024 until I became aware at the end of February 2025 and made the past due payment myself. Arcadia failed to notify us that our payments were not being processed and because all billing information went directly to Arcadia we received no notice from CMP, it was pure luck that I logged into our CMP account before our power was shut off. In February I requested to cancel due to this severe failure to uphold the terms of our contract and Arcadia has refused to both cancel our contract immediately and also remove billing information on file. They have continued to process payments even after being made aware that the bill has already been paid by us directly. Somehow, even though we have changed all of our billing information for our CMP account to remove ********************** completely as well as disconnected our linked account through the ********************** website, they are still gaining access to our CMP bills. Arcadia has been made aware multiple times that we are no longer authorizing them to make payments on our behalf due to their significant breach of contract and that legally they are unable to enforce the 90-day clause but they are refusing to comply. Additionally, they are misrepresenting our services with them - they are claiming the reason we are unable to cancel immediately is due to our enrollment in community solar effective 7/2024; however, our account reflects that we are currently still on a waitlist for a farm that did not even begin operation until 12/2024. To date we have received no credits for community solar and this seems like an invalid excuse.

  Customer Answer

  Date: 05/06/2025

  In their email, the business claimed that the reason for not processing my utility payments without any communication for 5 months was due to an issue with payment -- they are correct in the fact that I received a new credit card in September and was emailed that my payment was not processed; however, as can be backed up by my bank statements, as soon as I received that email I made the payment and was under the impression after the payment confirmation that I was all set. There was no further communication from them -- nothing to alert me that there was still an issue or that they were no longer processing my payments. All billing communication from my utility company, per Arcadia's request, is routed through them directly so they continued to receive my statements without alerting me to the fact that they were no longer handling payment. 
  
  When I first emailed in (February) to discuss the issue, I was told by an Arcadia representative that there was a "system error" and that's why my payments were not processed. I requested in writing to take over handling my own payments from that point -- in the Arcadia contract, it states that a customer may be removed from automatic payments provided they make the request in writing. After several statements that I would be handling my own billing they still failed to remove me from automatic payments, even after being made aware that I had already processed my payments manually, which was a violation of their own contract. There was no mention of a payment issue until after I had already disputed the payment with my credit card company and initiated a complaint with the BBB, which does make me question the validity of the explanation. 
  
  There are a few other explanations from them that don't make sense regarding the community solar program -- I had received 0 credits from it prior to my email requesting to cancel, and they stated the 90 day period to was to remove me from the community solar program that I hadn't received any credit for. Then suddenly I began receiving bills for it (while I have yet to see any credits on my utility) after I had already requested to cancel, so it's almost as if I only started the program after I had already requested to end it as a way to keep me roped in for the full 90 days. They said I had been enrolled since July but that the credits hadn't been reported from the solar farm yet which seems implausible because I was still listed as on a waiting list for a solar farm that hadn't opened until December. 
  
  Hoping this information helps back up the fact that, even if there was a billing issue, it was not handled responsibly, they were not forthcoming/offered inconsistent explanations as to what took place and, more importantly, still failed to honor their own contract for 2 months after repeated requests to cease automatic payments. 
  
  As of now I am not sure what the status is as I did receive a confirmation that I was no longer enrolled in autopay but I have not received any further communication regarding the status of my account. I did offer a compromise to cease insisting on immediate termination and see out the 90 day cancellation period provided they no longer process payments so maybe that's what they're doing...? 
  
  Please let me know if you need any documentation for this. 
  
  Thank you for your help with this and have a great day! 
  ****** Marshall 
  

  
  

  Business Response

  Date: 05/09/2025

  Thank you for bringing ******* complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on Community Solar timelines and crediting.

  ****** signed up for Arcadia on 1/2/2019. Their Arcadia Auto-Pay enrollment, for the management of their monthly Central Maine Power (CMP) bill payments through Arcadia, was finalized on 1/7/2019. All ************ bill payments issued for their account from that point were set to be managed through Arcadia. 

  On 7/24/2023, ****** was initially enrolled on the ************************* Solar project through Arcadia. Through Community Solar, ****** is set to keep a 10% portion of the total value generated by their spot on the Community Solar project. The remaining 90% is owed to the Community Solar farm for project operation costs and is thus billed through their Arcadia statements. 

  Community Solar project development can be delayed due to construction delays and the time it takes to ensure a project is synced to its appropriate electric utility so that savings generated can be applied to bills. At that point, *********************** credits began being produced, but the application of these savings credits were delayed on their CMP bills until 10/31/2023. They have been receiving credits since that time. Those credits can be seen on their CMP bills under the Allocated Generation section of the My Generation table of their bills. 

  On 7/02/2024, ****** was enrolled on the ********************** Solar project through Arcadia. 

  The 90 day cancellation period is the time it takes for the solar developer and utility company to fully process a customers un-enrollment from a Community Solar project. This timeline accounts for each accounts specific billing cycle, as well as the amount of time it takes for the utility to cease applying solar savings to a customers account. This cancellation timeline was presented in Community Solar Subscription Agreement, agreed to at enrollment on 12/17/2020. ******* cancellation was requested on 2/25/2025 and began the 90 day cancellation period. However, their Arcadia account was then canceled immediately on 4/28/2025 as a special case, bypassing the standard 90 day cancellation period for Community Solar in *****. No future billing will occur through Arcadia. 

  Should ****** or the Better Business Bureau wish to discuss this further, we can be reached at ******************************** or call us at ************** between 9am and 5pm EST, Mondays through Fridays. Which is presently listed on her CMP bill under Allocated Generation
  

  
  

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I do have some disagreements regarding their response as well as concerns regarding their lack of communication (they had not notified me that my account had been officially canceled) I am happy to at least have my account closed and at this point am not interested in disputing the details further. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/04/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I randomly got a letter welcoming me to their solar program. I never signed up for this, I have no idea how they got my info, I contacted them repeatedly to cancel my membership and they blatantly refused to do so. Now I have extra charges on my electric bill and I cant get anything done about this.

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Island sales *** approach me at my home and when I answered the door they told me that their company was completely free and that due to government subsidies I would be getting free solar all I would need is to sign their contract give my name and credit card and I would actually earn money from the government from the solar production. I now have a bill outstanding with them and they're going to continue to charge me for the next 90 days

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with this solar project in July 2023, anticipating lower energy bills. However, my electric and gas provider continued to charge me my regular amount. Arcadia was deducting monthly payments and not providing its energy portion. Essentially, I was double billed. When I tried to cancel on October, they told me it took 90 days, then sixty days. This past December, I was billed three times before I told my bank to stop all payments to Arcadia. I believe that I have been scammed. I paid for nothing, no energy credits or lower bills from my primary provider.

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Arcadia for their community solar program. They now sent me a bill for a year ago that they had some sort of error in their billing amount for an additional $600 over what I had previously paid for the electricity. I think this is just a scam trying to get some extra money from unsuspecting customers.

  Customer Answer

  Date: 02/10/2025

  This issue has been resolved for me. The company acknowledged that they had made an error. However, I have heard that others have had this issue.

• Initial Complaint

  Date:01/19/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a solar account through a different business which was passed over to Arcadia. I have moved from the address they have and are continuing to bill me for the services. I have been ongoing emailing them since November and they still are choosing to bill me. Ive made many attempts to resolve on our own but they just keep giving the run around by lying saying they stopped after November.

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in July of 2024, I had someone ring my apartment doorbell multiple times. I was concerned there was an emergency so I opened the door to find a man with an unmarked van parked behind in the street. He told me ************* was keeping solar farming credit savings from their customers and in order to enroll in these savings I should put my information in with his solar company Arcadia. I said I would look into the company but he gave me his phone and asked me to put in my email and name, more information would be sent directly to me. I felt pressured and did, but then he kept pressuring me to enter more information. He asked for my National grid account number, social security number and wouldnt leave my door step until I finished enrolling in Arcadias program. He said there would be no implications I would just save a couple dollars on my national grid bill each month and in turn would be supporting solar energy. I enrolled in autopay with national grid so it wasnt until September that I noticed my national grid bills were not being posted. I called national grid and in short, I owed $600 to national grid as this solar company took over my account. I just finished paying 600 dollars on top of the amount I owed for November and December to national grid and have had a financial hardship because of this company. I called Arcadia to unenroll and tell them I felt scammed. In return they bribed me with a 100 dollar gift card for continued service. Finally they allowed me to cancel but told me it will be 90 days until that happens. This morning I received an email from the company that they automatically enrolled me back in the program at a new home I just purchased. Now I have to call and go through this song and dance again and can almost guarantee you they wont allow me to cancel the service I didnt sign up for for 90 days. I believe this company is scamming many people, especially those who dont speak up or notice their electric bills

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested to immediate cancel my electric service through Arcadia, and they are telling me it could take up to 90 days. This doesn't seem ethical. The business is also not very transparent on the money you spend on electricity. They position it as a savings, but really you are paying more. We have experienced more than $100 per month in charges that could have been saved and I no longer wish to pay this extra money for green energy.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently I became Treasurer for the Dixfield Seventh-day ***************** The church has two business accounts with ********************** (********-3501-5259-************************-3501-5395-326). I noticed that the Allocated Generation for ****** St. was 2-4 times higher than what was used, causing us to pay for a large number of unused credits that expire. On the Pine Street account the Allocated Generation is roughly 10-30% (varies from month to month) of the usage. In June I contacted the company multiple times to see about switching the Allocated Generation on the accounts. Each time I called the business account help line, I was sent to a residential accounts person. The residential accounts person would then state they could not transfer me to a business account person, nor could they let me talk to a supervisor (or anyone else who could help). They would take a message and state it would be ***** hours before hearing anything. In July, after calling them multiple times, I was finally able to talk to a business account representative (******), but she did not have the ability to switch the allocations and told me that she would look into it. July 16, I received an email from her saying "I have notified our internal teams regarding the unused credits, this will prompt an evaluation of the allocation size for the amount so that it can ultimately be adjusted. This is not an action that is resolved immediately and cannot be switched to another plan." I called Arcadia October 16th because there still had been no change to the accounts. I was again misdirected to a residential account representative. This time I demanded to speak with a Supervisor, but the representative said they could not connect me. They offered to take a message, stating again I would hear from a Supervisor in ***** hours. It is October 21, I have not heard from anyone at Arcadia. Most months, we are paying 2-4 times the amount of electricity we actually use at the *************** location.