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:06/18/2025

  Type:Sales and Advertising 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.

  A representative of Altus Power knocked on my door and asked if we could discuss a solar power community program associated with *** which purportedly would result in lower energy bills for my household. He referred to *** repeatedly, but never clearly indicated that he was actually with Altus Power. During the conversation, we visited *** home page and reviewed my account data, with him highlighting the alleged line on the bill that represented the *** program. He asked if I could digitally initial what I believed to be a simple acknowledgement of our conversation, but which I later discovered was actually a way to capture my personal info and automatically enroll me in an Altus program (not ***). There was still no clarification from the representative that he was employed by Altus before he left the premises, leaving the impression that I was dealing with ***. I later received a text message from him (file attached) saying it was a "friendly reminder" that he did not work for ***, but it still did not identify Altus as the ultimate entity involved. I also later received an email from Altus directing me to finish my application to get started with them. At this point I became suspicious, and discovered that I had been misled. I responded to the Altus survey and email by replying that I had been approached with misleading information, did not agree to signing up for an additional program, and would not be enrolling. Suspicions confirmed by an email saying I had been enrolled in Altus' Community Solar program, a subscription-based operation. I also left a voicemail clearly stating my disapproval. I do not wish to be enrolled in their program, and if I had known up front that it wasn't ***, I would never have agreed to anything. at this point, I want them to remove my information from their system, cancel anything they may have enrolled me in, confirm the removal, and not contact me in the future. I have attached screenshots of relevant documents for your review.

  

  Business Response

  Date: 06/27/2025

  Dear ***** ****,
  
  Thank you for taking the time to share your concerns, and please accept our sincere apologies for the confusion and misrepresentation you experienced during your recent interaction with our representative.
  
  We deeply regret that the presentation of the community solar program led to any misunderstanding, particularly regarding the nature of our affiliation with ***. While our representatives should always clearly state that they are not employees of the utility, it’s clear from your message that this was not made sufficiently clear at the time of your conversation. We appreciate you bringing this to our attention.
  
  To clarify, the Altus Power Community Solar program is a state-approved subscription-based initiative that allows utility customers to support solar energy while receiving guaranteed monthly savings on their electricity bill—typically around 10%. There are no sign-up fees, cancellation fees, or equipment installations, and the program is designed to make clean energy more accessible and affordable.
  
  Your feedback is extremely important to us, and we are actively addressing this issue with the representative involved to ensure that all future customer interactions are transparent, accurate, and respectful. We understand and respect your decision not to participate and confirm we have cancelled your application. Again, we truly apologize for the experience you’ve had. If you have any further questions or would like more information, please feel free to reach out.
  
  Thank you again for your feedback, and we appreciate your support of solar energy.
  
  Best,
  Altus Power Community Solar Team
  

• Initial Complaint

  Date:03/31/2025

  Type:Billing 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.

  This business changed its billing process/company in August 2024. Since then payments made through my bank (*******) have sometimes not been received/credited even though we had no problem for many years prior. Also on my accounts page several invoices that have already been paid (and cleared according to Customer service) still show unpaid. I have been in contact with Customer service numerous times about this and yet it is still incorrect. Customer service has no way to correct the info on my accounts page but has told me that some of the "unpaid invoices" have indeed been received. I simply want them to show an accurate accounting of what has been paid to date and not have to contact Customer service every month to see whether a payment has gone through. Again, we had no problem with this until August 2024 and it seems they have an incompetent accounts receivable department.

  

  Business Response

  Date: 04/14/2025

  To Whom it May Concern,

  
  This is a response
  to complaint ID ******** filed by *** ********.

  We are sorry to hear that there was confusion and
  frustration regarding the payment processing timeline and payment view Ms. ********
  experienced.

  Altus Power, Inc (“Altus Power” or “we”), through its
  subsidiary ********** ***** **** ***, has owned and operated the community
  solar project in ************* (the “Project”) that *** ******** has been
  subscribed to from October 2016 to present.

  Ms. ******** complaint raises concerns about (i) her
  payments made through her bank not being received and (ii) the way her account
  displays payments in our online portal.

  In July 2024, Altus Power changed the payment processing
  company we use to service customers payments on this Project. As part of the
  transition, the address to which customers should mail checks changed.  These changes were first reflected with
  invoices issued on July 31st, 2024. When customers use their bank to
  pay their bills, we have found that banking institutions often reflect bills as
  “paid” based on when the check is mailed by the bank and not based upon receipt
  and deposit of such checks by Altus Power. Mailed checks must include all address
  details listed in our instructions.  We have
  found that checks that do not have the complete mailing address will be
  returned to the customer or their banking institution. Unfortunately, receiving
  mailed checks is not within our control. As we do not receive the checks,
  returned checks are not deposited by Altus Power.  This challenge naturally leads to delays in
  payment.  Even with respect to checks
  that are not returned, there is a natural delay that occurs as a result of the
  mailing and processing time required upon receipt.

  Due to the time it can take for a physical check to be
  mailed to our PO Box and processed, checks may be applied to a newer open
  invoice. This resulted in the display issue Ms. ******** identified on their
  online customer profile. We use a separate software to link payment records to
  the online platform customers use to see their billing history.  We have found that this software has been
  inaccurately showing received payments as outstanding.  Altus Power is in the process of
  transitioning away from this software provider. 
  We recognize the frustration this causes to customers and are working
  hard to find a better solution for our customers. We have manually resolved the
  display issue and each of Ms. ********’s received payments are reflected with their
  corresponding invoice.

  We are in ongoing correspondence with Ms. ******** regarding
  these issues. We understand the difficulty and frustration when checks were
  returned and when her display is inaccurate. During our most recent
  conversation on March 11, 2025, we applied a $20 courtesy credit to her
  account.
  

  As of the date of this letter, Ms. ********’s customer
  payment record and profile view have been updated. All check payments that were
  received by Altus Power have been posted to Ms. ********’s account. No late
  charges or penalties have been assessed to Ms. ********.  

• Initial Complaint

  Date:11/19/2024

  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.

  Altus Power sent a door knocker to my house under false pretenses claiming to be sent by the state showing a state letter head notice. Salesman claimed it was for a solar credit on utility electric bill. Come to find out later that this was not someone from the state or utility company. I have reached out to the company itself twice now to remove my information from their database. No answer in week. I am scared this will result in some charge or breach of information. I want to know they have removed my information from their listing and that my utility bill will not be affected.

  

  Business Response

  Date: 12/05/2024

  To Whom it May Concern,
  This is a response
  to complaint ID ******** filed by ******* ********.
  We are sorry to hear that *** ******** had difficulty in
  clarifying the removal of her information from our system.
  We have no records of *** ******** being enrolled as a
  subscriber to any of our ** projects. 
  *** ******** is not considered enrolled in our *** ****** project
  serving *****, as such she will not be included in any allocation files or
  receive any credits, and her billing with the utility will not be impacted. For
  further assurance, Altus Power does not maintain cancelled customer payment
  information. Altus Power has also reached out to our service partners who perform
  door-to-door marketing, and they have confirmed they have no record of *** ********.

  Customer Answer

  Date: 12/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The account is not in my name. I have just reached out to the business since they privately contacted me and gave them the necessary information they would need to cancel enrollment. There would be no record as they just stated because the account is not in my name. Waiting for response from them. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Customer Answer

  Date: 12/06/2024

  Complaint was resolved with the company.

• Initial Complaint

  Date:11/15/2024

  Type:Billing 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'm not sure if I'm just confused about this whole process, but i just don't know. Whenever I call Altus Solar Company, they tell me everything is correct. I signed up with them in march of 2023. I then did not get a bill from either Altus or *****, my primary electric company. I attempted to cancel in June 2024. I understand it takes 3 billings to cycle through. Everytime i call to question it they say "Oh you just have one more payment" and then they take another one out. My confusion is this:Why do i have to pay ***** - and occasionally a credit will show up from Altus - but then Altus takes my money directly from my bank account. A few times i called ***** to ask their perspective, and they told me that they were not receiving outside payments. For the months when i did not receive a bill my balance built up and I am still trying to pay it off.

  

  Business Response

  Date: 12/05/2024

  To Whom it May Concern,
  This is a response
  to complaint ID ******** filed by ***** ****.
  We are sorry to hear that there was confusion regarding the
  cancellation *** **** initiated on 6/5/24.
  Altus Power, Inc (“Altus Power” or “we”), through its
  subsidiary *************** ***** ** ***, has owned and operated the community
  solar project in *** **** that ***** **** was subscribed to from February 2023
  to present. ***** **** was enrolled in the project for the account in question
  on 2/27/2023, with an additional account enrolled on 4/8/24, through our
  servicer, ******* Community Solar (“*******”).
  On 6/5/2024, ***** **** initiated a cancellation for the
  account, at which time our cancellation policy was explained to her by *******
  agents. According to the contract *** **** signed, there is a 90-day window
  after cancellation, during which the customer remains responsible for payment
  for solar credits applied to their account with the utility, while the utility
  cycles them off the project. In this, *** **** was responsible for payments for
  solar credits applied until September 3, 2024.
  After cancellation, ***** **** received the invoices for
  each account which pertained to periods within the 90-day cancellation window;
  the billing received in September and October related to solar credits applied
  during June and July periods with the utility. Between *** ****’s two enrolled
  accounts the invoice total for these invoices (two per account) totaled
  $201.38.
  *** **** has no additional upcoming invoices, as the utility
  was able to process the removal before the end of the 90-day window such that
  the final invoice for both accounts was received in October pertaining to July
  production for the solar project.

  Customer Answer

  Date: 12/13/2024

  I did not know it was being closed. There has been no resolution to this

• Initial Complaint

  Date:08/07/2024

  Type:Order 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 have been trying to cancel our account for the community solar project since May. The company that we signed up with was ***** ****** ******. When I contacted them to cancel they told me our account was moved to Altus Power and to call them to cancel. I called Altus and they had no record of our account. I called again in June and their automated system connected me to a different unrelated company and I couldn’t reach anyone. In July I received a bill from ***** ****** part of Altus Power. I called to cancel my account with *****. They said they sent a cancellation email that was never received. I received another bill from them in this month. Called to cancel and was told I can’t cancel until my next bill in August. This company is giving us the runaround. I didn’t agree to working with them and I won’t pay for something I didn’t agree to. They need to take it up with the energy company if that money has already been paid.

  

  Business Response

  Date: 08/22/2024

  ** **** ** *** ********
  This is a response
  to complaint ID ******** filed by ***** ****** on 8/6/2024.
  We are sorry to
  hear that Mrs. ****** had a difficult experience cancelling her contract with
  us and thank her for bringing this to our attention.
  Altus Power, Inc
  (“Altus Power” or “we”), through its subsidiary ******* ****** ***, has owned
  and operated the community solar project in ********* that ***** ******
  subscribed to under her husband’s, **** ******, name, from 5/4/2019 to present.  ***** ****** and her husband were enrolled in
  the project on 5/4/2019 by our servicer at the time, ***** ****** ******
  (“***** ******”).
  Please note, both
  ***** ****** and ***** ****** are servicer providers who we have contracted
  with at different stages in the project’s life cycle to manage member accounts.
  At no point have ***** ****** or ***** ****** owned the customer contracts or
  accounts relevant to the projects under their management. They are responsible
  for customer account management and invoicing for credits customers receive
  based on information provided by ****.
  **** ******’s
  account was initially enrolled by ***** ****** into Altus Power’s Community
  Solar project on 5/4/2019. ***** ****** was the subscription manager on the
  project until 4/8/2024. We changed service providers in May 2024 to *****
  Energy. ***** ****** began management of the projects on 5/16/2024. In the
  interim, Altus Power managed the projects internally.
  Following receipt
  of this complaint, our internal investigation shows that ***** ****** called
  Altus Power on 5/9/24 but she did not leave a voicemail. It is Altus Power
  policy to not return calls without a voicemail. The customer attempted to call
  on other dates in May 2024, each time having to utilize our phone tree to
  connect. Unfortunately, due to selections the customer made, the phone tree
  incorrectly transferred the customer to other subscription managers under
  contract with Altus Power who do not manage the ********* projects to which
  ***** ****** was subscribed and thus those subscription managers did not have
  record her account.  As a result, Altus
  Power did not receive her cancellation request.
  On 5/20/2024, *****
  Energy placed a welcome call to the phone number on file for **** and *****
  ******, beginning with area 612, which we note is different than the phone
  number provided in the complaint. They were not able to reach the customer and
  left a voicemail.
  On 6/20/24, *****
  Energy sent an invoice to the customer for credits received for the production
  period between March 2024 to June 2024, with payment due by 8/18/2024. This is
  the same invoice which Mrs. ****** attached to her complaint.
  On 6/28/2024, *****
  Energy received a request for cancellation from the customer, which *****
  responded to by sending an email to the customer (i) confirming cancellation
  and (ii) explaining that customer would still be responsible for paying for
  credits received prior to the date of cancellation, and that those bills would
  come after the date of cancellation.
  Under the terms of
  our Community Solar Subscription Agreement signed by **** ****** on May 14,
  2019, termination requires 90 days’ notice, during which customers remain
  responsible for credits received based on production.[1]
  If the cancellation
  request had been received on 5/9/2024, the customer would still be responsible
  for the monies included in this disputed bill as they are for credits received
  from March 2024 to June 2024.
  Given the
  customer’s attempt to cancel on 5/9/2024, Altus Power will recognize 5/9/2024
  as the date of cancellation and instruct ***** ****** to recognize the
  cancellation for the ****** account as of 5/9/2024. Based on this, there will
  be no additional billing to the ******s, though Altus Power maintains they do
  owe the $189.73 included in this bill to Altus, due to the fact that the bill
  is for solar credits produced between March 2024 and June 2024, which falls
  under the term for cancellation processing according to the signed agreement.
  
  
  [1] We note, on or around February 20, 2024, an updated Community Solar
  Subscription Agreement was sent to all customer by ***** ******, in which the
  termination period was changed to 60 days’ notice, during which customers
  remain responsible for credits received based on production. The customer
  involved in this complaint did not return a signed copy of this agreement with
  the new terms.

  Customer Answer

  Date: 08/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As Altus stated, I called to cancel my account on 5/9/24. The company they contracted to manage my account (***********) proved inadequate at managing and lost my account. Altus also proved they were not prepared to manage in the interim and did not have a proper phone line set up for customer support. The number given to me by their contracted service provider, ***********, continues to change prompts and does not allow for any customer support (###-###-####). Due to their negligence, I also believe the following to be true:

  
  5/20/24: We received a missed call from an unknown number on my husband's cell phone starting with 612; NO voicemail was left

  
  Around 2/20/24: Due to my husband having a stroke in August of 2019. All mail is managed by me. We never received an updated Solar Subscription Agreement. If we had, I would have cancelled our account then. 

  
  For the reasons listed above, I am willing to pay the bill for $76.63 but nothing anything after 5/9/24.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 08/29/2024

  
  
  To Whom it May Concern,
  This is a response
  to ***** ******’s reply to our response on complaint ID ********.
  We understand Mrs.
  ******’s frustration and are willing to waive $119.05 of the $189.73 invoice
  due for 8/18/24, leaving Mrs. ****** responsible for $76.63, which is still
  owed to Altus Power.
  
  

  Customer Answer

  Date: 08/30/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/16/2024

  Type:Billing 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 wrote Altus on August 28, 2023 to cancel my service with them as an electricity provider. I wrote them again on September 7 and received a response on September 8. They confirmed that my service would be cancelled and told me that I would continue to receive bills to cover electricity provided to date, as there is a lag in billing. My service reads as cancelled in my online profile with them. However, as you can see in my billing statement from last month they continue to charge me for electricity through October 31. I also have a current balance, even though my service reads as cancelled online so they continue to charge me for services they confirm are cancelled. I am also not receiving the stated credit to my electricity provider (*****) that I am paying them for. Therefore, they have 1) not cancelled my service as requested and 2) are continuing to charge me without providing me the credit for electricity generation that was the sole purpose of my agreement with them. (I am attaching my January bills from both Altus and ***** to confirm the payment and to confirm that I did not receive credit from *****). They are taking my money for no services rendered.
  
  I want a refund for electricity back to September 1 and cancellation of the next expected payment, which is currently $135.09.

  

  Business Response

  Date: 01/18/2024

  Good morning:
  We are responding regarding the complaint by
  ********* ****** ******** (#********).
  We apologize for the delay in our communications to
  you regarding your request for termination. As per the Customer Agreement and
  Disclosure Statement, when a customer requests termination, due to *****’s
  processing requirements, “Customer acknowledges that ***** may not process
  Customer’s termination for up to ninety (90) days.”
  This processing time is due to: the time required to
  remove the customer from the project with the utility, the time required from
  the production of solar credits and application to utility billing, and the
  time required from the utility billing, and the developer's bill for the
  credits at a discount. This means when you request termination, it may take up
  to 90 days to process the termination, and if you are receiving solar credits
  during that time, as reflected in your ***** bills, and as per your Customer
  Agreement, you have agreed to be responsible to pay for such solar credits.
  However, because the customer service team did not
  satisfactorily explain this processing to you, and did not respond to your
  inquiries in a timely manner following your request for termination, we have
  decided, as a courtesy, to refund to you the payments you made for solar
  credits received after the date of your request, 9/1/23. Therefore, we are
  refunding to you an aggregate of $258.50, which reflects (1) the amounts billed
  in the January 2024 statement you have attached, $135.09, and (2) the amount of
  solar credits billed on your December 2023 statement, $123.41.
  Our apologies, and best regards,
  The Altus Power Team

  Customer Answer

  Date: 01/22/2024

  I was contacted by Altus and they said they would give me a refund for the last month that I have been charged. However, I cannot find in my bills available (Through December 2022) when I *did* last receive credit for the amount paid to Altus.
  I am waiting for confirmation from Altus on how I received credits.

  Customer Answer

  Date: 01/22/2024

  I am providing my ***** bills through December 2022.

  Customer Answer

  Date: 01/22/2024

  This is the last remaining bill from 2023.

  Customer Answer

  Date: 02/06/2024

  I have communicated with the company directly and would like to withdraw my complaint.

• Initial Complaint

  Date:07/24/2023

  Type:Order 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 have been paying outrageous amounts of money to this company for electric supply, over $7k in the past 13 months. I pay them, they apply credits to my eversource account. Due to the outrageous cost, I have requested to end my contract. On June 22, 2023 Eversource returned my credits in the amount of 1,371.97 under my old account ending in **** to Atlus Power instead of applying them to my new **** account. I have requested Atlus Power to complete the required schedule z form and return my money to the correct **** account. Today, I receive bills from eversource (I should not have to because of my agreement with Atlus Power) and atlus power (outrageous cost) and have had my money/credits $1371.97 sent back to Atlus. I'd like my money returned and my contract ended.

  

  Business Response

  Date: 07/24/2023

  Hello *******,

  Thank you for speaking with us today regarding your
  concerns. We sincerely apologize for any inconvenience caused. We want to
  assure you that we are committed to resolving this matter promptly.

  We appreciate your patience and understanding. As discussed,
  we will be providing you with a full refund of the amount that was removed from
  your utility account. Additionally, we are actively working with your utility
  provider to address the issue and find a resolution as soon as possible.

  Thank you for being a valued Altus Power customer. We truly
  value your business and will do everything we can to rectify this situation. If
  you have any further questions or require additional assistance, please don't
  hesitate to reach out to us.

  Best regards,
  Altus Power Customer Support Team

  Customer Answer

  Date: 07/24/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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.

  In the past two months our electric bill has jumped exponentially. I don't mean 10 or 20$ either. I mean in the hundreds. Around August 5th, 2022, our power was turned off in 100+ temperatures which 1. I understood is against the law....and 2. we paid in full to turn back on a few days later. We did NOT pay the back owed in full, we were told on the phone by an actual employee, who I regret not getting the name from, that our power balance was 0.00 and we were good. Two days after this, I received in the mail a bill for nearly 500.00$. Two days! We ignored it essentially to our peril, believing it had merely been sent just as we were paying as it did NOT reflect the over 500 we had just paid. We awaited a more current bill and on Thursday, August 15, 2022 we were shut off again. 100+temps for two of the four days it took us to get that much money together. They claimed in one month our bill was again over $500.00. We have also in June and July seen and caught two men who as yet are unidentified, with no name tags or uniform to identify them, tampering with our meter. They entered my yard without knocking on the door and never gave us their name claiming they work for the electric company. Last summer our electric bill was on average, $250-300.00. We have the exact same cooling units used at the exact same temperatures for the same time period yet our bill is now higher than our rent! When talking with a friend they said they had noticed the same things. Men tampering with their meter, huge jumps in the amount of their bill and one of them was on vacation with just about everything off and they got a $1000.00 bill! Now as I talk to neighbors about this I am finding more and more people with the exact same situation. Over the phone the city hall employee admitted I was charged a $45.00 CUT OFF fee. They charged me to CUT IT OFF. I am concerned that this pattern emerging may be a sign of price gouging or illegally tampering with meters to get more money illegally.

  

  Business Response

  Date: 09/20/2022

  ***** ******

   

  We are so sorry to hear about your high electricity bill and issues with your service. Unfortunately, there is a slight misunderstanding as there are actually two completely separate companies both named "Altus Power." One is a utility provider in ***** ********, and the other is a renewable energy company in Stamford Connecticut. This Better Business Bureau account is associated with the renewable energy company located in Connecticut, so unfortunately we will not be able to assist you with your issue. 

   

  I spent time to review if the Altus Power utility provider in Oklahoma has a BBB account where you can register your issue, however, it does not appear that they have a BBB account set up. I recommend going to their website and reaching back out to their customer support team to try and resolve your issue. Perhaps at this website - https://www.altusok.gov/150/Utility-Billing

   

  Once again we are sorry for the misunderstanding and hope that your issue gets resolved soon.

   

  Thanks,

  Altus Power Customer Team