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:09/15/2022

  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.

  I called Arcadia Power on Monday 9/12/22. They are charging me more than my ***** bills are. They are supposed to charge me my ***** bill amount and pay ***** directly. I enrolled with Arcadia Power for solar savings and guaranteed savings on my ***** electric bill in April, 2019. They were paying my ***** bills at the correct amount for 6 months. All of a sudden in November, 2019 they started to bill me my ***** bill amount plus an increased amount for "community solar farm". Here is a breakdown of the extra charges that Arcadia charged me for "community solar farm" on top of my regular ***** bills: 11/2019-$36.80, 12/2019-$51.06, 12/2019-$26.71, 1/2020-$16.93, 2/2020-$18.66, 3/2020-$21.86-Here is where it gets very bad-The next 4 months my ***** bill was $0.00 but Arcadia still charged me! 6/2020-$49.38, 7/2020-$112.75, 8/2020-$128.28, 9/2020-$100.28!!!! Then 11/2020-$74.47, 12/2020-$40.49, 1/2021-$27.13, 3/2021-$14.12, 4/2021-$57.72, 5/2021-$58.14, 6/2021-$66.59, Then again-these next 3 bills I had a $0.00 balance due for ***** but Arcadia charged me- 10/2021-$193.72, 11/3/2021-$130.89, 11/29/21-$77.95. 1/5/22-$24.24, 2/1/22-$32.77, 3/2022-$75.47, 4/2022-$69.77, 6/2022-$61.26, 8/4/2022-$79.35, 8/17/22-$144.20, and now my ***** bill is $0.04 and Arcadia charging me $250.75 on 9/9!!!! I need to be refunded all of these amounts for "community solar farm". I did not sign up for this!! I signed up for a lower electric bill and they are charging these large amounts on top of my regular ***** electric bill! I called Arcadia on 9/12 and spoke to Mary for an answer and she lied to me-she said *****'s billing is all messed up and she had me look on my ***** bill at CDG stack credit and she said that was a credit from Arcadia. I asked Mary to cancel Arcadia today and she said it takes 90 days. I have my terms of service attached here and my original offer sheet attached saying I can cancel anytime w/out hassle/fees and that I will receive guaranteed savings.

  Business Response

  Date: 09/28/2022

  Thank you for bringing ***** complaint to our attention. We completely appreciate their concerns surrounding their Community Solar enrollment and billing. We hope that we are able to shed some light on how Community Solar billing and cancellation works.
  

  **** first signed up with Arcadia on 3/28/2019 and we began managing their ***** bills in April of 2019 through our Auto-Pay program. You may learn more about our Auto-Pay program here: **********************************************************************************
  
  

  **** agreed to Arcadias General Terms of Service during signup on 3/28/22, which states they give authorization for Arcadia to enroll them automatically in Community Solar on page six under Supplier Brokerage and Agency Agreement. 
  

  On 3/29/22 we sent **** an email titled Introducing our Community Solar program which they opened that day. This email explained what Community Solar is and that we would reach back out soon once the project near them was ready to be connected to.
  

  On 6/3/19, we sent **** an email titled We're connecting you to a solar project in Geneva, NY, which they also opened that same day. This email stated they were being connected to a Community Solar project soon and if they wish to not participate, they need to reply Opt-Out by 6/6/19. We did not receive a reply from **** and on 6/6/19 we sent a new email titled Your solar savings are right around the corner which reminded them that if they do not reply Opt Out that day, they would be connected to the solar project the next day. They also opened this email on 6/6/19. 
  

  Both of these emails had the Community Solar subscriber agreement attached, which details the 90 day cancellation window should they ever wish to cancel their Community Solar enrollment once connected to a project.
  

  I have attached the Community Solar subscriber agreement below and you can also view the Community Solar cancellation policy on our support site here: ****************************************************************************************************************************** 
  

  Through our Community Solar program, **** receives solar savings directly off of their NYSEG bill. This program is a savings program with no additional fees involved. Of the total solar savings applied to ***** NYSEG bill, ***** gets to keep 5% and the remaining 95% goes to the solar developer, to maintain the solar farm. You may learn more about Community Solar in ******** on our support site here: ****************************************************************************************************- 
  

  **** officially began receiving Community Solar savings through Arcadia in October2019, specifically on their 10/30/19 ***** utility bill. Community Solar credits are designated as CDG Value Stack Credits on NYSEG bills and **** will see beginning in October 2019, they started receiving CDG Value Stack Credits on their ***** bills through their enrollment in Arcadias Community Solar program. These credits would not be on their NYSEG bill if they were not enrolled in Community Solar.
  

  As previously stated, of the total Community Solar credit applied to their ***** bill, **** gets to keep 5% and the remaining 95% goes to the solar developer to maintain the solar project. This is why **** began seeing a Community Solar line item on their Arcadia statement. It is not an additional fee - it is simply 95% of the Community Solar credit applied to their ***** bill, which they do not get to keep.
  

  The first correspondence we received from **** was on 9/12/22 via phone. ***** Community Solar billing and savings were explained and **** ultimately decided they wanted to cancel. Per the Community Solar agreement, Community Solar cancellation takes 90 days. ****s Arcadia account will remain open during this period and they will receive a separate confirmation email once the cancellation period is over.
  

  It takes the solar developer and utility company 90 days to fully process an un-enrollment from a Community Solar project. This timeline accounts for a members specific utility billing cycle, as well as the amount of time it actually takes for the utility to cease applying solar savings to your account.
  

  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 5pm EST, Mondays through Fridays.

• Initial Complaint

  Date:09/13/2022

  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.

  Representatives came to my home and attempted to speak with my teenaged daughter. They led her to believe they were from *** and she was alarmed. She came and got me and despite my saying that I was working and did not have time to speak to them, they said theyd only take a moment to explain my new *** rates. They were misleading and pressured me into providing *** account information. I thought I was getting information about my options. Next thing I know theyve signed me up for their service. I now have a large past due balance and possible shut off because they changed my *** login and haven't paid. They misrepresented themselves and pressured me into giving information. They did not fully explain who they were, that they were not *** or affiliated with ***. I want this service cancelled immediately.

  Business Response

  Date: 09/19/2022

  Thank you for bringing ******* complaint to our attention. We completely appreciate their concerns surrounding their enrollment and hope that we are able to shed some light on their account status and how an Arcadia membership works.
  

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for our Community Solar program. Each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly bill through our Community Solar program. We appreciate ******s feedback on their signup experience and will certainly pass it along to the appropriate team.
  

  Arcadia is not a supplier and does not change utility delivery or supply rates.
  

  Through our Community Solar program, we connect members to a local Community Solar farm, which will support the development of renewable energy in their area and allow them to see the benefits of solar savings without installing their own panels or equipment. This program is a completely free benefit of their Arcadia membership -- no upfront cost, no credit check, and no cancellation fees. You may also find general information on Community Solar through Arcadia on our support site here: ****************************************************************
  

  ****** reached out to Arcadia via email on 9/13/22 requesting cancellation of their Arcadia account. We replied 9/15/22 confirming their Arcadia account has been canceled. 
  

  For some utilities (such as ****) where the username is a members email, we must change the username on file to ensure that our billing system receives a members utility e-bill and can generate their clean energy statement each month.
  

  In case ****** missed it, there is a line about this in their Arcadia Auto-Pay activation email so that they know how to access their **** online utility account while still allowing Arcadia to generate their statements each month.
  

  As a reminder, the email on file with their utility is now: ******************************************** Their utility password was not changed. 
  

  Since ****** has now canceled their Arcadia account, they will need to login to **** with the unique Arcadia email above and update the email address on file back to their personal email. If they have any trouble with this, they will need to contact **** at **************.
  
  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 5pm EST, Mondays through Fridays.
  

  
  

• Initial Complaint

  Date:09/11/2022

  Type:Product 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 convinced by the door to door representative to sign up for the community solar program. However after signing up, I noticed the agreement which was generated had details which were not disclosed on the sign up page nor did the representative mention those details which are mentioned in the agreement. The only thing which the representative mentioned was the 10% discount on the ***** bill. Since I was mislead while signing up by not disclosing all the details before the sign up, I decided to cancel my account. Below are my account details. Email - **************** Phone - ************ Arcadia Account # - ******** As per the agreement it can be cancelled with no penalty within three business days of signing the agreement. I had signed up on 9/10/2022 and within few hours of signing up I had sent the cancellation request via email to ******************************** on the same day which is 9/10/2022.Also I have tried following up multiple times via email for the cancellation confirmation. I did try to contact them on phone as well, but there was no response. In addition to multiple emails, phone calls, I had also left voice message to cancel my account. Still haven't received any response for the account cancellation. Thanks,*****

  Business Response

  Date: 09/19/2022

  Thank you for bringing ****** complaint to our attention. We completely appreciate their concerns surrounding their enrollment and hope that we are able to shed some light on their account status and how an Arcadia membership works.
  

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for our Community Solar program. Each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly bill through our Community Solar program. We appreciate ****** feedback on their signup experience and will certainly pass it along to the appropriate team.
  

  Through our Community Solar program, we connect members to a local community solar farm which will support the development of renewable energy in their area, and allow them to see the benefits of solar savings without installing their own panels or equipment. This program is a completely free benefit of their Arcadia membership -- no upfront cost, no credit check, and no cancellation fees. You may also find general information on Community Solar through Arcadia on our support site here: **************************************************************** 
  

  Rohit sent several emails between 9/10/22 - 9/12/22 requesting their account be canceled. Before we were able to reply to their email on 9/12/22, we received a call from ***** at 9am EST and handled the cancellation immediately over the phone. 
  

  We can confirm ****** Arcadia account is fully closed and no further action is needed.
  

  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 5pm EST, Mondays through Fridays. Tell us why here...

• Initial Complaint

  Date:09/09/2022

  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.

  I signed up for an Arcadia account, and as part of the agreement, Arcadia took over my ************ account. Arcadia power agreed to pay my ***** bill after billing me. However, I was charged $323 on 9/2/2022 after being charged $308 on August 18 for the same billing cycle. There was a $15 sign up discount applied for my first bill, which is why the amounts don't match exactly.

  Business Response

  Date: 09/15/2022

  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 how Arcadias Auto-Pay program works.
  

  ***** enrolled with Arcadia on 7/29/22 and on 7/30/22, they received a confirmation email confirming they are all set on Auto-Pay.
  

  We took over  their next ***** bill, which was issued by PEPCO  on 8/11/22 for $308.81. We then issued their first clean energy statement via email on 8/14/22 for $308.81, as they received a $15 credit. On Auto-Pay, payments go through three days later, as indicated in the statement email and on our support site here: **********************************************************************************
  

  *****s payment went through successfully on 8/17/22 and posted to ***** on 8/24/22. This is ****** only payment that has gone through Arcadia so far. If ***** also paid ***** directly for this same bill, they will have a credit off of their next ***** bill in the amount overpaid.
  

  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 5pm EST, Mondays through Fridays.

  
  

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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 an account set up with Arcadia. They are supposed to take my electric bill and apply solar savings each month. The date now is September 8 2022. I have been emailing and calling their customer service for two weeks. I have got no replies. My electric bill is due tomorrow and they haven't updated their system. They are supposed to charge me so my electric bill gets paid. At this point I just want to cancel my service with Arcadia. Customer service is important. And I haven't got a message or callback after many attempts. This is bad customer support!

  Business Response

  Date: 09/20/2022

  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 concerns.
  

  ******** requested cancellation of their Arcadia enrollment on 9/14/22 5pm EST via email. As ******** was enrolled in our Community Solar program, cancellation takes 90 days, of which we confirmed to ******** via email 9/16/22 10:45am EST. However, later in the day we emailed ******** confirming their account has been immediately canceled and we would be waiving the 90 day cancellation process.
  

  We experienced some delays in receiving data directly from Ameren, which resulted in infrequent bills to ******** and concern caused. We apologize for this and can confirm their Arcadia account is fully closed and they should be paying ****** directly moving forward.
  

  Should ******** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at (866) 526-0083 between 9am and 5pm EST, Mondays through Fridays.

  Customer Answer

  Date: 09/21/2022

  [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 partially satisfactory to me. However, unlike Arcadia's comments, I did try to cancel prior  to Sept 14th. I actually tried to email them about why my account wasnt updated 4 times. I did not receive a response until I submitted through BBB. I also tried to call  daily, they never answered during regular business hours, even after being on hold, and left 3 voicemails for callbacks. I did not receive a call back. They decided to cancel my account after my request for the third time, only after BBB stepped in. I accept my account being canceled. Their customer support needs to be noted as being very poor.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/03/2022

  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.

  I was told that I would not be charged on my final bill and even received a $0 statement. I was then issued a new statement for $137 and was charged for it. I was counting on that money to be used for another bill and was told this was taken cared of and now I see I was charged. I moved out of the residence and called a month before to cancel the membership, was not cancelled and the account was still active. I emailed them about this and did not receive a responce. Called them again and was told it was resolved and was still charged.

  Business Response

  Date: 09/15/2022

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

  ******* opened two Arcadia accounts under different emails, which has caused some confusion. The two accounts are under ********************* and *********************. The Arcadia account under ********************* is incomplete, meaning signup was never completed and there is no payment method on file. The Arcadia account under ********************* was an active account with Arcadia, enrolled in our Community Solar program, up until the processing of their final utility bill.
  

  ******* called in on 8/8/22 and verified their account information for their previously active account under *********************. ******* stated they are moving and do not want to transfer their service to their new address. The Arcadia representative advised ******* to request a service end date directly with their utility, ******** **** **, and that we will monitor for the final bill from ******** ****. It was stated that Arcadia would be managing their final bill and then closing their account, as a member enrolled in our Community Solar program either has to wait the 90 day cancellation period or wait until we receive and process their final utility bill before closing their account.
  

  You can find out more about Community Solar in NY, including the cancellation terms, on our support site here: **************************************************************** 
  

  ******** **** NY issued *******s final bill on 8/19/2022 and Arcadia issued their subsequent statement on 8/20/22 via email. Their payment then went through successfully on 9/2/22. Coraliz spoke with our billing team via email 9/6/22 wanting a breakdown of their Community Solar billing, which was provided and their account was officially closed on 9/6/22, with a confirmation email having been sent.
  

  During this period, ******* sent an email to Arcadia on 8/3/22 from *********************, which is an email linked to their incomplete account. We replied to this email confirming the account linked is incomplete and if they have an active account, to reach out from the email on file for security purposes.
  

  Both *******s incomplete account and active account are now closed with Arcadia and no further payments will be made.
  

  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 5pm EST, Mondays through Fridays.

  Customer Answer

  Date: 10/26/2022

  [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 the day of the 2nd call on 8/30/22, tha SAME agent that stopped the payment, saw the finalized bill from ******** **** and i asked twice " Do I have to pay for the amount on the bill from Arcadia?" And the agent stated "No, because I confirmed with ******** **** the bill was finalized". I received some credit from ******** **** but was still charged by Arcadia after being told I will not be charged and now there is no call that the recording shows this conversation? I am requestion a copy of the recordings from me to Arcadia to validate all the information that is being provided is accurate. Attached are all the calls and times I got in contact with Arcadia and the phone number for arcadia as well. Information is being witheld from Arcadia about this and is not right. Providing the same response but slighty changed is NOT a response at all. Further investigate please.

  Regards,
  
  ***********************************

  Business Response

  Date: 11/30/2022

  Thank you for bringing ******** additional concerns to our attention. We appreciate their concerns and hope that we are able to continue to shed some light.
  
  At the time of *******s call on 8/30/2022, the agent paused the pending Arcadia payment and sent the statement to the Arcadia billing team for review.
  

  The Transfer Credit listed on *******s 8/19/22 ******** **** bill is the total production value of the Community Solar project applied to their final ******** **** bill. They keep only a 5% portion of that Transfer Credit value, as stated in their Community Solar terms agreed to. The other 95% portion of that value is sent back to the solar farm for maintenance and upkeep and is such added back on to their bill and reflected on their Arcadia statement. Without Arcadias COmmunity Solar program, ******* would not have received any Transfer credit on their ******** **** bill. This credit is strictly aligned with their Community Solar participation through Arcadia.
  

  The Arcadia billing team confirmed that they had received the correct final bill from ******** ****. They used it to verify the Arcadia charges of $135.95, which is 95% of the Transfer Credit included on the corresponding ******** **** bill of $143.10.

  The Arcadia billing team then resumed the payment to be withdrawn on 9/2/2022. The $7.15 difference between those two values is the 5% solar savings that ******* keeps. 
  

  Arcadia Member Experience does not take recordings of phone conversations, but we do maintain detailed notes of interactions for future reference and have time stamps of all email and phone conversations. These notes have been used to respond regarding the nature and timing of conversation. However, the Arcadia billing team does send written email confirmation of investigations, as they did on 9/1/2022 to confirm that the pending charge of $135.95 was an accurate value for the distribution of the *********************** associated with their account. 
  

  *******s account is closed following their 9/2/2022 payment, which was for the final charges on their account. They will not have any further Arcadia 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 5pm EST, Mondays through Fridays.

• Initial Complaint

  Date:09/01/2022

  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.

  omplaint Details An aggressive solicitor barged into my apartment (did not give him permission, the dog ran out when I opened the door to see who it was, and while I was running to get the dog back inside he welcomed himself into my home). This man FRAUDULENTLY claimed to be from ***, so I let him stay to hear him out. He asked to see my electric bill on my phone to "see if I was eligible". Stupidly, I gave the man my phone. While he had my phone he ILLEGALLY ENROLLED ME IN SOMETHING WITHOUT MY CONSENT. Once I realized what had happened I told him to change what he had done on my phone and UN-ENROLL me or I would call the police. I asked to see his *** identification and he flashed an "iSOLAR" badge. He used false pretenses to break into my home and enroll me in something WITHOUT MY CONSENT. He said he could not UN-ENROLL me and that I would have to call "ARCADIA" in the morning. *** turned into ****** and then into ARCADIA. I called the police and filed a police report for the unauthorized entry and unauthorized enrollment. His name is ***********************, some scum trying to make a quick buck by lying and thieving the average consumer. Worse than this scum is the BUSINESS WHO EMPLOYS HIM AND THESE TACTICS!!!! To have to file a police report on an altercation with a solicitor is NO WAY TO RUN A BUSINESS. I have since stopped my electric service since ARCADIA will not respond to any emails or phone calls that have been made over the last 2 days. I have put in writing that I did NOT GIVE CONSENT to enrollment and that a police report was filed. Having to transfer my electric service and change all of by bank accounts because of the FRAUD RISK ARCADIA put me in, makes me feel like they should NOT BE IN BUSINESS. I don't know that the Maryland Public Commission or BBB are even for if businesses with practices like this are allowed to exist. will be SUING ARCADIA and filing CHARGES against the solicitor it I do not hear back IMMEDIATELY from ARCADIA

  Business Response

  Date: 09/19/2022

  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 interaction.

  Arcadia received an email from ********* on August 30 with regards to their interaction with a former Arcadia sales agent. ********* stated that she wanted her Arcadia account closed and wanted to report the nature of this interaction. The Member Experience representative that answered ********** email stated that they could not locate an account for ********* under the email address that she provided. The representative also let ********* know that he would escalate her concerns to the sales team. 

  After further discussion with the Arcadia Sales team, it was determined that the individual that ********* interacted with was in fact not an employee with Arcadia. The agent used to work for the Arcadia sales team a couple of years previously and the Sales team is taking the necessary steps to ensure that the individual understands they cannot falsely represent Arcadia.

  ********* provided her email address, first and last name and her utility account number so that the ** representative could attempt to locate an Arcadia account. ********* does not have an account with Arcadia and the representative could not locate any Arcadia account with the information that ********* provided.

  To confirm, with the information that ********* provided, no Arcadia account was ever created or discovered.

  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 5pm EST, Mondays through Fridays.

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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 Power has charged my checking account $150.19, which is almost triple what I've been paying for the past 35 months and no where near matches my bill with ******** ****. They forced me to turn off budget billing, claimed it will take 90 days to deactivate my account, assured me I would see no significant increase, and don't have a way for me to remove my checking account or turnoff autopay. I begged them to turn off autopay if I had to turnoff budget billing and they said they couldn't. They are liars and fraudsters.

  Business Response

  Date: 09/13/2022

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

  As part of our Community Solar program, ****** began receiving Community Solar credits off of their ******** **** bill May of 2020. Community Solar is simply a financial and environmental benefit, as it is a savings program that allows members to receive solar credits off of their utility bill, simply by connecting their utility account with Arcadia and enrolling in Auto-Pay.
  

  ******** **** NY customers enrolled in Community Solar through Arcadia get to keep 5% of the total solar savings applied to their ******** **** NY bill, with the other 95% of the total Community Solar credit going back to the solar developer for maintenance on the Community Solar project.
  

  You may learn more about Community Solar on our support site here: ***************************************************************************************************** 
  
  

  ******'s 8/26/22 ******** **** NY bill had a Community Solar credit of $158.09 applied to the bill. As ****** has to return 95% of this credit to the solar developer, ******s Arcadia statement was $150.19. ******s actual ******** **** utility bill charge for 8/26/22 was $113.20. This means, ****** paid Arcadia $36.99 over what their actual electric utility charges were. This is a rare billing scenario for Community Solar members and had never happened to ****** before.
  

  However, when this occurs, our members receive the overpayment back, in addition to their 5% portion of the Community Solar savings, off of their next utility bill. ****** now has a credit of $44.89 on their ******** **** account. This credit balance accounts for the $36.99 overpaid in August and their 5% portion of the total Community Solar credit. As detailed, this means ****** actually saved $7.90.

  ****** contacted Arcadia 8/31/22, inquiring into their most recent bill and requesting to have their Arcadia account closed. Community Solar cancellation does take ********************* the terms agreed to at enrollment and on our support center here: ****************************************************************************************************************************** 
  

  However, we made an exception and closed ******s account immediately on 8/31/22  and have refunded their most recent payment of $150.19. This means ****** has actually received an additional savings of $150.19 from Arcadia and will likely continue to receive the full Community Solar credit amount on several more ******** **** NY bills until their Community Solar un-enrollment is complete. 
  

  To confirm once more, ******s Arcadia account is closed and no further bills will be processed through Arcadia. 
  
  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 5pm EST, Mondays through Fridays.

  Customer Answer

  Date: 09/14/2022

  [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 attempted to reach the BBB via email to inform you that the company had closed my account, removed the auto payment and agreed to a refund.  I consider the complaint null and void. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/30/2022

  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.

  I was told when I signed up that my bill would never be more and could save up to 10% by signing up. Not only did I not save they charged me more than my original bill, I'm glad it's only been a few months and I've only lost $120.Not only did my bill get higher the charges they give have no breakdown and you don't see what you're paying for. they just take the price of my bill and add on whatever they want for Solar fees but act like its a deal when they give you 10% off the arbitrary number they make up

  Business Response

  Date: 09/13/2022

  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 how Community Solar with Arcadia works in their area.
  

  As part of our Community Solar program, ****** began receiving Community Solar savings off of their ****** bill March of 2022. Community Solar is simply a financial and environmental benefit, as it is a savings program that allows members to receive solar credits off of their utility bill, simply by connecting their utility account with Arcadia and enrolling in Auto-Pay.
  

  Ameren customers enrolled in Community Solar through Arcadia get to keep 10% of the total solar savings applied to their Ameren bill, while the other 90% of the total Community Solar credit goes back to the solar developer for maintenance on the Community Solar project.
  

  You may learn more about Community Solar on our support site here: ****************************************************************************************************- 
  

  Calculating Community Solar savings can definitely be a little confusing, but I’m happy to clarify.
  

  If they look at their bill with ******, they can find a line item titled ”Off Site Generation” under their supply charges, which represents the amount of energy produced by their Community Solar subscription through Arcadia. As this value is negative, it lowers the amount of their overall bill with Ameren.
  

  For example, on ******'s 728/22 ****** bill. It lowered the total amount due by $53.72. This means their total ****** bill in July would have been $176.41 without Arcadia's Community Solar program, as the remaining balance due to ****** after the solar savings was applied was only $122.69. If you add $122.69 and $53.72, you get $176.41.
  

  ****** gets to keep 10% of the total solar savings, which in July was $5.37, making their total amount due $171.04. One again, they would have paid ****** $176.41 directly had they not been enrolled in Community Solar with Arcadia, as the negative Off Site Generation would not be on their ****** bill.
  

  As a reminder, the remaining 90% of the Community Solar savings  are allocated towards maintaining and operating the local solar project, so it is added back on to their bill, as it is not their savings to keep.
  

  We also have a great support article here on how to calculate your bill with ***********************: *********************************************************************************************************************- 
  

  ****** requested cancellation of their account and explanation of billing on 8/30/22 via email. Arcadia replied that day with a breakdown of their Community Solar billing and initiated the Community Solar cancellation process. It takes the solar developer and utility company 90 days to fully process an un-enrollment from the Community Solar project. This timeline accounts for a members specific utility billing cycle, as well as the amount of time it actually takes for the utility to cease applying solar savings to your bills.
  

  This cancel period is stated in their Community Solar terms and on our support site 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 5pm EST, Mondays through Fridays.

• Initial Complaint

  Date:08/29/2022

  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.

  A sales rep came to my door claiming they worked with Ameren to provide solar energy on my ameren bill. I am aware that in my county I can choose who provides the energy while still receiving a bill from Ameren, therefore I thought nothing of it initially. They assured me my energy would be solar and I would save 10% minimum on my bills- as well as receiving an additional discount if I set up automatic payments. I agreed- first they took over managing payments from Ameren however the first bill was still the usual amount so I thought nothing was wrong. Once the second bill came there was an additional charge of $174.24 just for using the solar farm. When I reached out to the company I was told this is normal- using the solar farm is like a subscription. I requested to be removed immediately and was then told it would take 90 days to un-enroll. The "savings" portion on the recent bill was $17.42. I request to be removed IMMEDIATELY from their program and to receive a refund for the subscription as this is not at all the information I was given when I agreed to sign up. At no point was I told there would be a fee or that it takes 90 days to un-enroll.

  Business Response

  Date: 09/12/2022

  Thank you for bringing ****** complaint to our attention. We completely appreciate their concerns surrounding their sign-up experience and Community Solar. We hope we are able to shed some light on how Arcadia memberships and Community Solar billing work.
  

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

  Arcadia is not a third party energy supplier and does not change who ****** energy provider or supplier is. 
  There are no sign-up fees or cancellation fees. The only contract that the member signs is a contract authorizing Arcadia to put them on a solar project and agreeing to the 90 day cancellation period, which is also stated on our support site here: ******************************************************************************************************************************. 
  

  The process to receive Community Solar on a members monthly utility bill is as simple as signing up with Arcadia and once their solar project starts producing power, that's when the member starts receiving savings off of their utility bill. Auto-Pay is required for enrollment in Community Solar and is agreed to during the signup process. 
  

  Through our Community Solar program, we connect members to a local community solar farm which will support the development of renewable energy in their area, and allow them to see the benefits of solar savings without installing their own panels or equipment. This program is a completely free benefit of their Arcadia membership -- no upfront cost, no credit check, and no cancellation fees. You may also find general information on Community Solar in Illinois on our support site here: ****************************************************************************************************-. 
  

  Once a member is connected to a Community Solar project and the project starts producing energy, they will start seeing savings on their utility bill each month. Each Arcadia member with ****** participating in the program receives 10% of the total solar savings that are generated by their panel subscription and the remaining 90% of the savings generated are used to maintain and continue the Community Solar project.
  

  ***** was connected to a Community Solar project on 7/7/22 and began receiving solar savings off of their 8/15/22 ****** bill. 
  

  Calculating solar savings can definitely be a little confusing, but I'm happy to clarify.
  

  If ***** looks at their bill with ******, they can find a line item titled Off Site Generation under their supply charges, which represents the amount of energy produced by their Community Solar subscription through Arcadia. Because this value is negative, it lowers the amount of their overall bill with ******. In August, it lowered their ****** bill by a total of $174.24. This means their ****** bill would have been $416.13 without Arcadias Community Solar program, as with the solar credit applied to their ****** bill, the leftover amount owed directly to ****** was $241.89.
  

  ***** gets to keep 10% of the total solar savings applied to their ****** bill, which was $17.42 in August. The remaining 90% of the total solar savings, $241.89, are allocated towards maintaining and operating the local solar project and are added back on to the members bill, as it is not their savings to keep.
  

  Heres a further breakdown of their August bill:
  Local utility charges without the solar savings applied: $416.13
  Total solar savings: $174.24
  10% of solar savings: $17.42
  Total Arcadia charges (local utility charges - 10% of solar savings): $398.71
  

  As detailed above, our Community Solar program is strictly an environmental and financial benefit, with no additional charges. 
  

  This breakdown was explained to ***** via email on 8/24/22 and they then requested to cancel their Arcadia account on 8/25/22. We initiated the 90 day cancellation process and emailed a confirmation of this to ***** on 8/28/22. As it takes the solar developer and utility company 90 days to fully process an un-enrollment from the Community Solar project, ****** Arcadia account will not be closed until the 90 days are complete. 
  

  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 5pm EST, Mondays through Fridays.

  Customer Answer

  Date: 09/14/2022

  [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,
  
  *********************