Complaints

This profile includes complaints for Arcadia Power, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arcadia Power, Inc.

  Washington, DC 20037-1148

  
• 

  Arcadia Power, Inc.

  555 11th St NW Fl 4 Washington, DC 20004-1326

  

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:11/26/2023

  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.

  Firming the month of August I went to the *** fair where Arcadia had a tent set up. They offered a promotion that if you linked your energy bill to them you would get a free phone with service, good for 5 years. In October the phone was disconnected and I'm not sure why. I contacted Arcadia several times and they always tell me they will get back to me and they never do. I've been told the phone carrier was ******** wireless and ******* wireless and I've contacted both and they said they are not the Carrier. Arcadia is just playing games and running phishing scams. I will be reporting this to the Attorney Generals office as well.

  Business Response

  Date: 12/22/2023

  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 their Arcadia account and the promotion offered at the time of sale. 

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. 

  Arcadia does everything it can to be clear and transparent with our customers and prospective customers. We work with third-party sales representatives. It sounds like *************** have signed up for Arcadia at the same time as they signed up for a separate program involving the phone in question. 

  This particular program is not associated with Arcadia, and we are unable to assist **** with this directly. To our understanding, **** should utilize the Affordable Connectivity Program customer service number, which is located on the top right of the phones box that was handed out when he received it. More information that may be pertinent can be found here:  ******************************************************************;

  Should **** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:11/20/2023

  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.

  Arcadia pays my monthly electricity bill on my behalf through an autopay feature. For November 2023, I noticed the company had missed its monthly payment to my electric utility. I contacted customer support on 13 November and they told me to pay the bill directly to the utility to avoid a late fee. I followed those instructions. A few days later, Arcadia automatically withdrew the missed amount, resulting in a duplicate payment on 19 Nov. 2023 to my electric utility. Arcadia commits to paying my monthly electric bill promptly. It failed to do that this month due to an error entirely on their part. They then compounded the error by misadvising me to pay this month's electric bill on my own. It then charged my account and made a late payment. Arcadia made a nominal effort to resolve the problem by offering a $5 credit to my account after they missed their first payment. When they charged my account and made a duplicate payment, they have made no effort to resolve the problem, only telling me that I was on my own to deal with the electric utility. The account is under ********@*****.***. My desired resolution is for Arcadia to refund the duplicate payment of $171.00. They are free to contact the electrical utility to recover this amount. I've also contacted my credit card company to dispute this payment. Finally, I'm attaching correspondence that shows my interactions with customer support, include the advice that I pay my bill directly this month.

  Business Response

  Date: 12/15/2023

  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 their recent double payment to ******* ******** Power. ****** signed up for Arcadia on 7/1/2015. Their Arcadia Auto-Pay was set up for the management of monthly payments to ******* ******** ***** starting with their 12/31/2019 bill.

  There was a technical issue with the timely payment of ******'s ******* ******** Power bill issued on 10/27/2023. Arcadia Customer Support advised ****** to pay ******* ******** Power directly in order to prevent their utility's late payment fee, and they accepted financial compensation as a $5 Arcadia account credit for doing so. This action was successful in preventing ******* ******** Powers late payment fee. 

  When the technical issue was resolved, Arcadias automated payment system resumed operation and charged them for the same bill, creating a duplicate payment that was sent to ******* ******** Power. Arcadia did not retain any portion of ******'s $171 payment. Since both payments have been sent to ******* ******* ******** Power account, we expect to see a resulting credit balance accrued on their December 2023 bill, which would reduce their charges. 

  While ******* ******** Power will allow Arcadia to pay ******'s utility bill, they will only allow ****** to pull funds out of their utility account. As such, ********************** is unable to refund this charge, and any request for a refund must be directed to ******* ******** Power directly if the credit hasn't already been applied to ******'s utility charges. 

  ******'s account was closed according to their request on 11/20/2023. They are responsible for all payments with ******* ******** Power as of that date. 

  Should ****** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

  Customer Answer

  Date: 12/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:11/15/2023

  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.

  Reps are all over the complex knocking on doors. Police were involved during summer because of this and 4 months later 11/2023 they are back. I've never given permission to give my information to ****, my electric source. These people are not registered by the town to do this. This company is suppose to notify the Township of Solicitation. I've been violated and disturbed by random men unknown. This company has no right to obtain my personal data from my Electric Company. It really looks bad. 

  Business Response

  Date: 12/11/2023

  Thank you for bringing ****** complaint to our attention. We completely appreciate their concerns surrounding their complaint  and hope that we are able to shed some light on their experience with our sales representatives.

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar, which is an optional program. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. There are no sign-up or cancellation fees. The process to receive savings on their monthly utility bill is as simple as signing up with Arcadia. Once their solar project starts producing power, the member starts receiving savings. 

  Arcadia does everything it can to be clear and transparent with our customers and prospective customers. We are sorry to hear about their experience with our representatives and we appreciate their feedback as were always looking for more ways to improve our customer communications, as well as sign up experience. We have escalated this sales feedback to the appropriate party.

  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:10/20/2023

  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.

  Was being overcharge by Arcadia for months to the point I accumulated a $637.20 credit balance on my *** ****** account. I requested to cancel service and was told it would take 90 days, and was also instructed to contact *** ****** to issue a check for what I was overcharged ($637.20) , before I could even do so, ********** told me that Arcadia took the entirety of the credit from my account and sent it to their own bank account. Arcadia account number: ***********

  Business Response

  Date: 11/21/2023

  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 their Arcadia Community Solar billing and subsequent account cancellation.

  ****** signed up for Arcadia on 11/04/2020. Their Arcadia Auto-Pay enrollment, for the management of their monthly ***** bill payments through Arcadia, was finalized starting with their November 2020 bill. All ***** electric bill payments issued for their account from that point were set to be managed through Arcadia. 

  From there, we worked to finalize ******s enrollment in Community Solar through Arcadia. They were enrolled on the *** ******** ** Solar project on 6/15/2021, and the Community Solar project became active on 6/30/2021. While there was a utility delay in the application of the savings credits generated to the utility bill for approximately one year, ****** did receive the full credit value that had been generated since that time. Due to the delay between ******* Community Solar enrollment and the application of savings credits generated, Arcadias billing team placed ******* account in Arcadia credit banking. Through this solution, Arcadia offered to bank a portion of their community solar bill credits for future application, meaning that they would only ever be charged for Community Solar credit equal to or less than their monthly usage charges.

  Through Community Solar, ****** was 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. 
  
  Any resulting ***** credit balance would be carried over to future bills with ***** to reduce upcoming utility charges until the credit is applied in full. This is in the customers favor as their ***** account will have already been credited equal to 100% of the *********************** credit value, and the payment of the 90% portion owed was managed over time through Arcadia. Our team is currently investigating *****s claim that Arcadia had taken the entirety of the credit from ******* account. ****** is owed any remaining credit balance from their Community Solar enrollment, and Arcadia will work with the solar developer to ensure this occurs.
  
  ****** requested their Arcadia cancellation on 8/9/2023. It takes a period of 90 days to process un-enrollment from Community Solar due to the administrative processing timeline to complete. Their account is entirely closed as of 11/8/2023. 

  Should ****** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:09/24/2023

  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 have asked to have my account discontinued. I am a single person living in a small 2 bedroom townhouse and have never received such high power bills. I do not use $300 or more a month of power and cannot afford to pay that much! In addition I am working with Nexamp another power provider in ***** whose bills are more in line with my usage. What exactly am I paying for with these excessive bills of over $300 per month which are in addition to the charges from Nexamp? This appears to be a complete ripoff!I wish to discontinue my enrollment in this so-called service!

  Business Response

  Date: 10/12/2023

  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 their Arcadia Community Solar billing.

  ****** signed up for Arcadia on 6/16/2022. Their Arcadia Auto-Pay was set up on 6/17/2022 for the management of payments to ******* ***** Power for their monthly bills. 

  From there, we worked to finalize ******* enrollment in Community Solar through Arcadia. They were enrolled on the ********* **** Solar project and started receiving savings from the project on 2/17/2023. Through Community Solar with Arcadia, ****** keeps 10% of the total savings generated by their spot on the Community Solar project. The remaining 90% is owed to the Community Solar developer for project maintenance and operation and is thus billed through Arcadia.

  Through Arcadia Community Solar, customers should not be enrolled on a project if they are already enrolled with another Community Solar developer. Upon receiving this notice, we investigated ******* Arcadia billing to verify the accuracy of Community Solar related charges billed through our system. This review of their billing was to ensure that they were not overbilled. 

  ******s ******* ***** Power bills show allocated kWh generation from two Community Solar projects: the ********* **** Solar project and the *************** CSG, which is not associated with Arcadia. Our Community Solar team completed a review of Community Solar production data for the ********* **** Solar project to ensure that ****** was not overbilled, as production from both Community Solar projects were combined on ******s ******* ***** Power bills. It was determined that the values of $301.82, $291.92, $290.50, $268.75, $161.26, $339.33, and $141.84 were charged by Arcadia in association with the production from the non-Arcadia Community Solar project. As a result, ****** was owed refunds to correct this. These values were refunded separately in association with each respective monthly bill.

  ******s Community Solar cancellation was requested with Arcadia on 7/25/2023 and was set to be processed within 90 days. This 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. However, we have waived the standard 90 day cancellation period and completely closed their account on 10/6/2023 to prevent any future inaccurate charges.

  Should ****** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected]  or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:09/21/2023

  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 was told I would get 10% savings on my current power bill supplied by ******* ***** Power. What I got was a bill 100-300% higher bill from Arcadia (Compared to ******* ***** Power) and then the Arcadia bill was reduced by 10%. This increased my monthly power expense. Normal payments to ******* ***** Power would have ranged approximately $400-500 (During High Usage) (High usage normally Jan-Mar) for this 2-month period (August-September 2023 payments)! Arcadia gave me a total bill of $1049.97 for this same period. I have cancelled my account with them, and they state it will take 90-180 days to cancel. I may be back for another complaint soon!

  Business Response

  Date: 10/05/2023

  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 ******* Arcadia Community Solar enrollment and billing.

  ****** signed up for Arcadia on 3/8/2023. Their Arcadia Auto-Pay enrollment, for the management of their monthly ******* ***** Power bill payments through Arcadia, was finalized on 3/9/2023. All ******* ***** Power electric bill payments issued for their account from that point were set to be managed through Arcadia. 

  Through Community Solar with Arcadia, ****** keeps 10% of the total savings generated by their spot on the Community Solar project. The remaining 90% is owed to the Community Solar developer for project maintenance and operation and is thus billed through Arcadia. The production of the Community Solar farm is shown on their ******* ***** Power bill as an Allocated Generation value.

  In the case that the total Community Solar savings amount is in excess of a customers usage charges, the 90% portion of the savings owed to the solar developer is still due and may be higher than their electric usage kWh value. However, any resulting ******* ***** Power Banked Generation value would be carried over to future bills with ******* ***** Power to reduce upcoming utility charges until the Banked Generation value is applied in full. This is in the customers favor as their ******* ***** Power account will have already been credited equal to 100% of the Community Solar savings credit value. 

  ****** requested their Arcadia cancellation on 9/21/2023. It takes a period of 90 days to process un-enrollment from Community Solar due to the administrative processing timeline to complete. Any remaining banked solar production balance after that point will remain on their ******* ***** Power account to reduce future bills until it is completely used. 

  Should ****** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service 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 July 2023 I called Arcadia to cancel my membership. They kept me enrolled in autopay for my power bill anyways. This has resulted in my paying my latest power bill twice. When I asked for a refund, they said the money would be put towards my next bill. I think I am entitled to a refund. They have kept me enrolled in their program though I have requested it to stop.

  Business Response

  Date: 10/05/2023

  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 ***** billing and the closure of their Arcadia account. 

  **** signed up for Arcadia on 6/27/2017 for our wind Renewable Energy Certificates (REC) program, in which the automatic payment of their utility bill was a feature. This account was for their previous address of **************************** Jackson, MS *******. Arcadia began the management of payments to ******* for their monthly bills on their ******* bill issued 7/8/2017.

  **** called Arcadia on 6/26/2023 to cancel their account, but after a conversation with one of our representatives, **** decided to stay with Arcadia until the final bill was issued for their ******* account instead. Their ******* final bill would result in the automatic closure of that address on her Arcadia account. Their final bill was issued from ******* and was paid on 8/7/2023, thus closing their account for that address. 

  **** went online on 6/26/2023 and updated their Arcadia account to a new address at **************************. This resulted in Arcadia opening a new plan to pay their ******* bill at their new address. This second plan began on 7/6/2023, through which Wind RECs with Arcadia Auto-Pay began on 8/8/2023. The last Arcadia statement for this address was paid on 9/14/2023. **** requested to have their account deactivated over email on 9/16/2023, and stated that they had intended to close their Arcadia account entirely upon their move to *************************** Their account was closed on 9/18/2023 per ***** request. 

  If **** paid ******* in addition to Arcadia Auto-Pay, then two payments would be made to their ******* account for one bill, where any excess credit would reside. As the full value of both payments were sent to Entergy, ******* is in possession of Annas funds. **** may recoup those funds one of two ways: either by requesting a refund check from ******* for the excess credit balance or by having the funds rolled over to pay their next monthly bill with Entergy. Essentially, **** has possession of the money they request a refund for, and the funds are sitting in their ******* account.

  Through Arcadia Auto-Pay, Arcadia has fulfilled its obligation to pay their monthly ******* bill charges, and their account was closed upon their request. As a result, no harm has occurred to ****, as the full value paid to Arcadia has been sent to *******.

  Should **** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected]  or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:09/07/2023

  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.

  A representative from this company falsely and illegally identified himself as a *** representative when providing information about the services offered. I followed up with *** who confirmed the Arcadia representative was not affiliated with ***. I in turn did not proceed with my enrollment with the company. I did not click on the enrollment link provided in the email sent to however they proceeded to activate an account and have been charging my credit card. I reached out to Arcadia to inform them of the representative falsely claiming his *** representation, that I never activated my account or gave permission to make any charges on my card and requested immediate cancellation of my account.

  Business Response

  Date: 09/22/2023

  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 the Arcadia sign-up process and direct sales interactions.

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. There are no sign-up or cancellation fees. The process to receive savings on their monthly bill is as simple as signing up with Arcadia. Once their solar project starts producing power, the member starts receiving savings. 

  Arcadia does everything it can to be clear and transparent with our customers and prospective customers. We are sorry to hear about their experience with one of our representatives and we appreciate their feedback as were always looking for more ways to improve our customer communications, as well as sign up experience. We have escalated this sales feedback to the appropriate party.

  While it is true that Arcadia manages enrollment in Community Solar based on whether a customer has an eligible electric utility, Arcadia representatives are not representatives of BGE. It is expected that Arcadia sales representatives clearly identify their affiliation with Arcadia, and that they not state or imply their affiliation with a particular utility provider.

  In *** territory, it is not possible for an Arcadia account to be activated without the customer accepting our terms and conditions as well as providing their payment information. **** completed both actions on 6/10/2022 at the time of their enrollment. The emails sent with the subject line Action needed on your Arcadia account were not enrollment emails, as the enrollment occurred at customer signup on 6/10/2022. These emails were regarding the connection of their *** account to Arcadia for a consolidated billing option. 

  The purpose of the consolidated billing option is so that customers can receive just one monthly statement through Arcadia. **** was enrolled in Dual Billing with Arcadia. Through this billing process, they received two statements, one from *** and one from Arcadia. 

  *** issues Community Solar credits on ******** bill from their enrollment on a Community Solar farm through Arcadia. Through this program, **** keeps 5% of the total savings generated by their spot on the Community Solar project. The remaining 95% is owed to the Community Solar developer for project maintenance and operation and is thus billed through Arcadia. 

  In lieu of *** credentials, they were signed up for a Dual Billing experience in which they received two statements: one from *** and one from Arcadia to manage the payment of the 95% portion of the Community Solar credits applied to their *** bill. As the Arcadia charges were less than the total Community Solar credits applied, **** has saved overall.

  Arcadia Customer Support initiated ***** cancellation as requested on 6/2/2023. This process takes a period of 90 days to complete, after which point their Community Solar enrollment would be closed out entirely. As of 9/1/2023, we fully processed the cancellation of ***** Arcadia account, which is now fully closed. 

  Should **** or the Better Business Bureau wish to discuss this further, Arcadia can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

  Customer Answer

  Date: 09/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  On several occasions I informed the company that their representative identified himself as a *** employee. They never addressed this issue. I was also informed by the representative that in order to process my acceptance of enrollment I needed to respond to the email that would be sent to, which I did not do after confirming with ***. This company is well aware that their representatives are falsely identifying themselves and continue not to assume the responsibility and state their policies which are not being followed. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/04/2023

  Thank you for bringing ***** complaint to our attention. We completely appreciate their persisting concerns surrounding their sign-up experience.

  It is contrary to the standards of direct sales representatives to imply or state their affiliation with an electric utility provider. Additionally, it is expected that representatives provide accurate expectations regarding enrollment procedures. 

  This feedback has been shared with the appropriate party for quality assurance purposes. It is expected that sales representatives are aligned with Arcadia standards at all times. It is important to note that this feedback does not represent the usual direct sales experience, and that Arcadia addresses any noted instances of such behavior with the representatives in question directly.  

  Should **** or the Better Business Bureau wish to discuss this further, Arcadia can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:09/01/2023

  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.

  Arcadia charged my credit card $415.23 on August 29th to pay my electric bill which was $121.64. They charged me with no explanation for the higher charges other than blaming an internal accounting department error. I called them to get the money refunded to my credit card and they said they couldn't because the money was paid to the electric company and that we would get a credit on future months bills. This is a lie, they only paid the electric company the actual charge of $121.64. On the phone I asked to cancel this service and I was disconnected. I know longer have access to the online account, and I'm unable to access my account even though I’ve attempted to reset my password numerous times. I have made countless attempts to resolve this with Arcadia online and by phone. I asked them to refund my money and cancel my account so I could pay my electric bill myself. I believe their practices to be fraudulent and unethical. I have tried to cancel my account with them, but I cant online because I no longer have access to my account and they disconnect my phone call when I'm trying to cancel on the phone. I cannot afford to hemorrhage any more money, and I want the money credited back to my account. Please help!

  Business Response

  Date: 09/13/2023

  Thank you for bringing *****'s complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their Arcadia billing and account status.

  ***** signed up for Arcadia on 1/4/2023. Their Arcadia Auto-Pay enrollment, for the management of their monthly ******* ***************** bill payments through Arcadia, was finalized on 1/5/2023. All ******* ****** electric bill payments issued for their account from that point were set to be managed through Arcadia. 

  On 6/14/2023, ***** was enrolled on the ************* Solar project through Arcadia. Through Community Solar, ***** is set to keep a 5% portion of the total value generated by their spot on the Community Solar project, 100% which is credited to their ******* ****** bills in full to reduce their total utility charges due. The remaining 95% is owed to the Community Solar farm for project operation costs and is thus billed through their Arcadia statements along with any charges still owed directly to their utility. For this reason, a portion of their Arcadia payment is sent to ******* ******. Most recently, that value owed was $121.64.

  ***** contacted Arcadia Customer Support on 8/31/2023 regarding their concerns with their August bill. As a solution, the Customer Support representative offered Arcadia credit banking, through which ***** would always be charged for Community Solar savings credits that are equal to or less than their monthly usage charges. If they receive a Community Solar credit in excess of their usage charges, any unapplied credits would be carried forward to their next statement until they are used in full. 

  *****'s Arcadia statement in August was correct and not the result of an accounting department error. As a result, a refund is not available. On their ******* ************* bill issued in July, there was a $120.37 credit applied to their charges from the production of the Community Solar farm. The 95% portion of that credit that is owed to the solar developer was not applied to their July Arcadia statement and thus needed to be included on their August Arcadia statement. This previously owed value was charged along with their August usage charges and the distribution of their current Community Solar credit. Their most recent August Arcadia statement was higher than usual as a result.

  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. Ralphs cancellation was requested on 9/4/2023 and will be processed within the 90 day cancellation period. ***** will still be able to access their online Arcadia and ******* ****** accounts during and after this cancellation period. 

  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:08/24/2023

  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.

  Arcadia marketed to me that I would be paying the solar farm for my energy bills and they would pay **** the provider. However, they charged me ALOT more than I was being charged by xcel, When I tried to cancel with them, they said it would take 3 months or more to cancel. They charged me $2 less for half the usage from one month to the next. I have called and called and they keep giving me the run around, saying that is not how the billing works and they are not charging me for my energy usage, which is what I agreed to. For example in Aug, Arcadia charged me $189.11 but only paid **** 138$ and my usage was only $34.69. I would like to get all the extra money that was charged to me returned, and I would like to have this service discontinued immediately. However it has been months since I requested the service to be discontinued and they have not done so yet.

  Customer Answer

  Date: 08/30/2023

  I spoke with a supervisor at Arcadia, and he was able to explain the discrepancies with how billing worked, and it appears that this was caused by **** turning on the average monthly billing option.  And I can see that the amounts I overpaid to Arcadia are credited to my **** account, so this case can be closed.