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:08/25/2022

  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.

  Arcadia is not responding to my emails about charges on my account - excessive charges because I have been out of home - temporarily - since the end of June. Even if the house is empty, the bill amount has been as high as when I was there. In my emails, I asked Arcadia why that is possible. While I am away, appliances are off; lights are off. What is going on? I asked Arcadia whether or not they were coming to read the meter (accessible, outside the building). Or are they using estimates to calculate my bills?I am seeking an explanation and a correction in the amounts paid (overpaid). Arcadia is ignoring my complaints. The only thing I have gotten are automatic replies with generic information- without addressing my questions.

  Business Response

  Date: 09/09/2022

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

  ***** is enrolled in Community Solar through Arcadia, which means they are receiving a solar credit on their National Grid bill each month. Of the total solar credit applied to their National Grid bill, they get to keep 5% of it and the other 95% is returned back to the solar developer to maintain the project. You may learn more about our Community Solar program and Community Solar billing on our support site here: *******************************************************************. 
  
  I am also happy to provide an update about ****** August statement. The increased charges ***** has seen on the recent Arcadia statement is a result of their enrollment in our Community Solar program. 
  
  In August, their ******** **** NY bill included a Community Solar credit that was larger than anticipated, at $168.14. Their electric usage charges were $30.29. It is important to also note that their utility reads their electric meter and determines their usage amounts. 
  
  Since ***** has to return 95% of every solar credit they earn to the solar farm they're connected to, the charges on their Arcadia statement are 95% of the $168.14 solar credit, totaling $159.73
  
  As a result, they carry all excess credits onto their ******** **** ** bill the following month. The excess credit they currently hold from Arcadias Community Solar program is -$336.78. This credit amount is larger than any overpayment made, as Community Solar is strictly a savings program. As mentioned, their actual electric usage charges this past month were $30.29, so they overpaid $129.44, but have a credit balance of $336.78 with their utility. This credit will reduce their ******** **** ** charges in the coming months.
  

  We apologize for any delay in response to *****, as we answer emails in chronological order. If a member replies to their same email, it does push the email down to the bottom of the email queue. *****'s email was addressed yesterday, 9/8/22 with details regarding their Community Solar billing, as also explained above.
  

  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:08/25/2022

  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.

  I've been a member of Arcadia Power since 2019. I recently moved and don't have access to the power meter in my apartment building. This month was the first time ***** got an actual reading in over a year, so at first they overcharged me ~$943 and Arcadia was going to charge $1013.23. I emailed their on August 15 since there's no other way to contact them, asking them to delay my August 19th payment and to see if I could give a lesser good faith payment to PSE&G in the meantime. This was within the three day grace ****** they have to delay payments. They did not get back to me and still charged me. I reached out about that on August 21 because that is insane and against their own policy. I didn't settle things with ***** until Monday the 22nd, where my actual bill was calculated to be $90.17, at which point I contacted Arcadia again. It wasn't until I said that unless they could resolve this I would like to close my membership and still get a refund that they got back to me by closing my membership without confirming that's what I wanted and claiming that since it was no longer within the grace ****** they couldn't cancel the payment. I have informed them that that is theft and against their own policy, disputed the charge with my credit card company, and informed them if they don't fix it I'm filing a complaint here, which I'm doing now anyway, because that is nuts and they should not be able to get away with it.

  Business Response

  Date: 09/07/2022

  Thank you for bringing ***’s complaint to our attention. We completely appreciate their concerns surrounding their billing and hope that we are able to shed some light on how Auto-Pay billing with Arcadia works.

  Arcadia's billing system is automated to send a member their Arcadia clean energy statement shortly after we receive their monthly utility bill from their utility. Their monthly Arcadia automatic payment will then always occur 3 days after the date we issue their statement. 

  This allows us enough time to receive a payment, process it, and send it to a members utility company before the due date. We guarantee that any payment made through our platform will post to a utility account on or before the due date. The three day grace period here allows for a member to delay their payment on their Arcadia dashboard, if there is enough time for the payment to still be made on-time to the utility. 

  ***** issued *******’s bill  on 8/12/22 and *** received their Arcadia statement 8/14/22 11:44pm EST. Payments through Arcadia can not be delayed further than 10 days before the utility due date, as any further and the payment could arrive late to the utility. As ***’s 8/12/22 utility bill was due to ***** on 8/29/22, the latest this payment could be withdrawn from Arcadia was 8/19/22.

  The payment went through successfully on 8/19/22 and it posted to ***’s ***** account on 8/24/22. If ***** re-issued ***’s 8/12/22 bill to a lower amount, *** will now have a credit on their ***** account in the amount overpaid from the original bill ***** issued. As *** receives credit back directly from ***** for any overpayment, Arcadia can not refund any amount withdrawn.
  
  As we handle emails in chronological order, the quickest way to reach Arcadia is by phone, if it is an urgent request. A member is always welcome to contact us Monday - Friday 9-5 EST at (866) 526-0083. 
  
  We responded to ***’s inquiry on 8/23/22 5:56pm EST informing them the payment has already been processed and provided directions for corresponding with Arcadia in the future for urgent matters. In this email, we tried to save *** from canceling. In correspondence with our cancellation workflow, we made note to close out the account after 24 hours if we did not receive a reply. As we did not receive a reply, ***’s account was closed on 8/25/22 and a confirmation email was sent. 
  
  If *** did not want their Arcadia account closed, we would be happy to work with *** on re-activating their account.
  
  We received a payment dispute from *** on 8/26/22. It typically takes a few months for a payment dispute to be processed through a member’s bank and *** will hear from their bank once they have come to a determination on the payment.
  
  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.

• Initial Complaint

  Date:08/24/2022

  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.

  I want my account closed. Ive heard from multiple people this is a scam and even banks are saying its a scam. they are saying it takes 90-days to close my account but I read that they waived the 90 days for someone and I would like the same done for me. They are not paying my CMP bill, and they are causing me to overpay for power.

  Business Response

  Date: 08/31/2022

  Thank you for bringing *****s complaint to our attention. We completely appreciate their concerns surrounding their membership and hope that we are able to shed some light on how Arcadia memberships work.
  

  Arcadia is a BBB accredited technology company that makes choosing clean energy easy for everyone, and for some members, we can even manage their utility bills through our Auto-Pay program. In *****’s area, the clean energy program available is our Community Solar program, which requires Auto-Pay. Community Solar is a savings program, which has no additional fees and allows our members to support local solar energy. You may learn more about our Community Solar program on our support site here: **************************************************************************************************
  
  ***** enrolled with Arcadia on 7/13/22 through a ******** $15 credit promotional link. As they went through the signup funnel, they connected their ******* ***** Power utility, added a payment method, and agreed to our General Terms of Service and Community Solar Subscription Agreement. I have attached a copy of each below.
  
  The Community Solar Subscription Agreement details the 90 day cancellation policy for Community Solar cancellation. It takes the solar developer and utility company three months to fully process an un-enrollment from a Community Solar project. This timeline accounts for a member’s account's specific billing cycle, as well as the amount of time it actually takes for the utility to cease applying solar savings to their utility bill.
  
  ***** received an email “You’re all set with auto-pay” from us on 7/13/22, which they opened that same day. This email detailed our Auto-Pay program and their billing start date. We then began processing their ******* ***** Power utility bills 8/5/22.
  
  We also sent ***** an email titled “We found a solar farm for you!” on 7/28/22 which they opened that same date. This email detailed their successful connection to a Community Solar farm and that they would begin to receive solar savings shortly.
  
  *****’s 8/17/22 statement from Arcadia details both their Community Solar savings of $2.73, along with an additional savings of $13.73 from their TrueBill signup credit.
  
  ***** sent an email to Arcadia on 8/9/22 asking to cancel their account. We replied on 8/12/22 inquiring into why they want to cancel and reminding them that their membership is both an environmental and financial benefit. ***** did not reply to this email and we confirmed we began their Community Solar cancellation on 8/13/22, which takes 90 days.
  As such, *****’s account will be closed by 11/13/22. As mentioned, the Community Solar cancellation timeline is stated in the Community Solar agreement 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:08/19/2022

  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.

  A salesman from Arcadia came to my door two days ago and made it seem as if he were sent from my electric company, asking to see my bill and saying this would help everyone in my building with power. He guaranteed 10% savings on my bills and pressured me into signing on leaving me unable to do any research. I am now unable to access my ***** account through my normal email, I have to do it through the email Arcadia provided, and I cannot disconnect my bank account from their site or turn off autopay. I do not want this service at all and have had to freeze my bank account and create a new one as I don’t want this company taking any of my money, I want to do it solely through *****. I have been fighting so hard the past two days to find a solution and cancel my account IMMEDIATELY. They guarantee great customer service but I have emailed requesting cancellation 4 times without reply, have asked their salesman what to do and was told to send them an email which clearly doesn’t work, and I have been on the phone on hold for the past 2 hours since the moment their call center opened without any reply. I am paranoid about this and am unsure if I’ll ever be able to cancel my account. I feel I’ve been scammed and have no idea why I can’t get ahold of anybody???

  Business Response

  Date: 08/25/2022

  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 an Arcadia Community Solar  membership works.
  
  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each member that signs up with Arcadia in these eligible areas, has the opportunity to receive savings on their monthly bill. There are no sign-up or cancellation fees. The process to receive Community Solar on their 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. 
  
  Arcadia does everything it can to be clear and transparent with our members and prospective members. We are sorry to hear about ****'s sign up experience and the difficulty they experienced, attempting to cancel  their account. We appreciate their feedback as were always looking for more ways to improve our member communications, as well as our sign up experience. 
  
  ****s account was created on 8/17/22 and on 8/19 **** reached out via email to cancel their account. On 8/19 one of our agents responded to ***** email to confirm the cancellation and began processing their request. Upon the response to cancel the account, we closed their account and provided confirmation of the account closure via email.
  Additionally, we did  receive a voicemail from **** on 8/19/22 and one of our agents returned their call on 8/22/22. **** was not able to be reached and we left them a voicemail message.. 
  
  We have surfaced ****s feedback with our Sales Department so that they can work closely with the agents on the ground to ensure a clear and transparent sign up experience. 
  To confirm, **** no longer has an active Arcadia account at this time.
  
  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:08/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today (8/17/2022) and many other occasions, I am visited by a door to door representative from Arcadia.I repeatedly inform that I am not interested in their service but they won't take no for an answer. They ask to see a bill and I refuse.I try to be nice but they do not leave and they will come again. I did not fall for the scam.There should be a do not visit list for those who don't welcome their services.I will never deal with a company with such deceptive and bullying tactics.

  Business Response

  Date: 08/25/2022

  Thank you for bringing *******'s complaint to our attention. We appreciate their concerns and are happy to shed some light below.
  
  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 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 and once their solar project starts producing power, thats when the member starts receiving savings. 
  
  Arcadia does everything it can to be clear and transparent with our members and prospective members. We are sorry to hear about *******’s experience with one of our representatives and we appreciate their feedback as were always looking for more ways to improve our member communications, as well as sign up experience.
  
  If ******* wishes to be added to our no-knock list or provide more sales feedback for us to pass along to the Sales Department, we simply ask them to email us at [email protected] with their full name and home address, so we may add them to this list.
  
  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: 08/28/2022

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

• Initial Complaint

  Date:08/17/2022

  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.

  I started the process of signing up with Arcadia for solar credits, but I decided I did not want to pursue it and I did not complete the sign up process. On the company website, it still says my utility is not connected and that my membership is pending (see screenshots) but now I have a $54.01 charge on my account from Arcadia, and when I spoke to someone from Arcadia on the phone, they said I would be continued to be charged. I also did not complete signing the legal agreements as part of the sign up process, so it seems they forged my electronic signature as well in order to start charging my credit card. So this is approximately 10 months from when I first started the sign up process, and from the information THEY are providing, I was under the impression I was not actually signed up for this membership. This is completely misleading, and I do not think I should be charged this fee or the recurring fees they told me they would be charging me.

  Business Response

  Date: 08/30/2022

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

  ******** began the signup process on 12/10/21 through an Arcadia representative. On this day, ******** went through the sign-up process and connected both their National Grid NY credentials and a payment method with Arcadia. The only action ******** did not take was enrolling in our Auto-Pay program. Our Auto-Pay program allows our members to have their monthly utility charge processed through Arcadia. However, Auto-Pay is not required for a membership.
  

  By going through the sign-up process on 12/10/21, ******** agreed to Arcadia's Terms of Service and Privacy Policy, which are both attached below. ************ may also find these documents within their Arcadia online dashboard under the settings tab.
  

  If ******** had enrolled in Auto-Pay, they would have been eligible for our Community Solar program earlier than they were, as most of our Community Solar programs require Auto-Pay. However, new Community Solar projects opened this past year that do not require our Auto-Pay program. Our Community Solar program is an Opt Out only program, which is free and strictly a savings program. You may learn more about our Community Solar program on our support site here: **************************************************************** 
  

  On 3/31/2022, we sent ******** an email titled Welcome to Arcadia which detailed their eligibility for Community Solar. It stated we will be in touch once they have an official spot confirmed on a Community Solar project and to reach out with any questions. ******** did not open this email until 8/17/22.
  

  On 4/19/22, we sent ******** an email We found a solar farm for you!, which they have yet to open as of 8/30/22. This email stated they are being enrolled in the ********** Community Solar farm and to reply Opt Out if they do not wish to be enrolled. We did not receive an opt out email from *****************
  

  ******** was successfully enrolled in the ********** Community Solar farm at the end of April 2022 and began receiving Community Solar savings off of their ******** **** NY bills in August 2022. ******** gets to keep 5% of the total *********************** applied to their ******** **** NY bill. In August 2022, ******** received a solar credit of $56.85 off of their ******** **** NY bill from their enrollment in Community Solar with Arcadia. ******** gets to keep 5% of those savings, while the remaining 95% goes to the Community Solar developer to maintain the Community Solar farm.
  

  It is Arcadias job to bill back 95% of the Community Solar credit, as it is not savings ******** gets to keep. ********'s portion of the savings was $2.84 in August 2022 and the 95% of the total solar savings having to be billed back to ******** was $54.01.
  

  We sent ******** their Clean Energy statement for this charge via email  on 8/12/22 and ******** opened the email the same day. The statement email detailed the charge would go through in three days and successfully processed on 8/15/22.
  

  We received an email from ******** on 8/16/22 requesting their account be closed. We sent a reply on 8/16/22 inquiring into why they wish to cancel and explained the benefits of Community Solar. ******** replied on 8/16/22 that they still wish to cancel and on 8/17/22 we confirmed we have begun the process of unenrolling ******** from Community Solar and closing their account, which takes 90 days.
  

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

  You may also view our support center here for more information on Community Solar cancellation timeline: ******************************************************************************************************************************.
  

  With this in mind, ********* Arcadia membership and Community Solar enrollment will cease around 11/17/22.
  

  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.

  Business Response

  Date: 09/22/2022

  Thank you for bringing ********* rejection to our attention. We are happy to provide more information regarding their most recent concern.

  
  As mentioned in the previous response, the cancellation period for ******** was 90-days from the date of the cancellation request. Arcadia received an email from ******** on 8/16/22 to cancel the account. That meant that their Arcadia account would be closed fully around 11/17/22, also mentioned in the previous response.

  ********* screenshot was taken on 9/2/22 and they were asking why their Arcadia account was still showing as pending? Their account was in a pending cancellation status as a result of ******** asking to cancel roughly a month prior. 

  Since that screenshot was taken, ******** disputed the most recent charge with Arcadia which resulted in their Arcadia account being closed immediately. As of 9/10/22, ********* Arcadia account has been closed which was ahead of the original cancellation date of 11/17/22. The immediate cancellation was a direct result of ************************** the 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.

  Customer Answer

  Date: 10/05/2022

  [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:

  My Arcadia membership was showing as pending on the dashboard from when I first started the sign up process. It had nothing to do with the cancellation process. Again, this is why I thought I was not fully signed up for Arcadia's services, and was not expecting to be charged by them. 

  If Arcadia had looked at my original screenshots, they would have seen that the first time I took a screenshot of my membership pending status was on 8/16/22. This is the same day that I emailed Arcadia to start the cancellation process, but Arcadia did not actually start the cancellation process until 8/17/22. The membership status was showing as pending the entire time from when I first started the sign up process. I did not think to take screenshots before I was charged by Arcadia because I mistakenly thought that the company was more upfront and honest in their practices, and I would not need to prove that my membership was not fully set up before being charged. 

  Attached is the original screenshot taken on 8/16/22, showing my membership as still pending. I also attached all the emails from when I first started the cancellation process to show that it was not initiated by Arcadia until 8/17/22. 

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

• Initial Complaint

  Date:08/14/2022

  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 with Arcadia under the premise that I would be both saving the money and lowering my carbon footprint. Seemed like a win-win. My financial advisor had previously advised me to set up "balanced billing" through **********, so I wouldn't be hit with huge bills during the scorching hot months of summer, or the brutally cold months of winter. So you can imagine my surprise when I log into my Arcadia account (after they notify me they've received a bill) to see that they want that setting on my ********** account OFF.I do so - and Eversource promptly informs me that I owe $326.59 immediately. That is WAY above my budgeted amount for utilities and wouldn't have happened if I had stayed on balanced billing. Needless to say, I immediately contacted Arcadia that day (8/12/2022) during the normal business hours, requesting cancellation, through a variety of methods (chat, email) - no response. In the meanwhile, I changed everything in my ********** account back to the way it was before I got involved with Arcadia, and naturally, now my balanced budget rates have gone up.Arcadia is a scam and should be avoided at all cost.

  Business Response

  Date: 08/25/2022

  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 an Arcadia membership and billing works.
  

  ******* enrolled with Arcadia on 6/24/22 through a $15 credit TrueBill promotional link and their Auto-Pay enrollment was completed on 7/9/22. Auto-Pay is a billing program of Arcadia's that involves processing a members utility bills through our billing platform. ******* enrolled in our 100% wind energy program and Auto-Pay. Our 100% Wind Energy program has a flat fee of $5/month.
  

  The first Eversource bill we were set to process of ******** was their 8/8/22 ********** bill of $91. *******'s first month has the $5 wind fee waived and the $15 TrueBill credit applied, which brought their bill down to $76.
  

  The bottom of the statement recommends turning budget billing off with **********, as to avoid temporary increases in the monthly charge. This is in reference to our Community Solar program, coming to ********s area, which is not compatible with Budget Billing.
  

  It is not necessary to turn Budget Billing off with the utility, but highly recommended. However, it is an action taken separate from Arcadia. When Budget Billing is turned off, the utility either owes the individual money or the individual woes the utility money, if they used more energy than their Budget Billing amount was allotted for. This is called a Budget Billing Balance and is owed to the utility yearly, even if Budget Billing is not turned off. If a Budget Billing amount increases, this is because the utility has determined their previous Budget Billing amount was not sufficient in regards to a customers actual usage. This will enable their Budget Billing balance at the end of the Budget Billing period to be lower.
  

  We received ********'s email wanting to cancel and their Arcadia account was closed on 8/17/22, with their first and only pending payment being stopped.
  

  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.

  Business Response

  Date: 09/22/2022

  Thank you for bringing ********'s rejection to our attention. We are happy to shed more light on the overall interaction.

  As mentioned previously, the recommendation to turn off Budget Billing is not necessary but instead, highly encouraged. The way budget billing works with a utility is, the customer will pay a set dollar amount every month regardless of how much energy they use. Once that customer reaches the end of their budget billing cycle, they reach a budget billing balance period, as previously stated. During this period if the customer used more usage than they were charged for, they will owe that amount to the utility. If the customer paid more for energy than they actually used, they would receive a credit for that overpayment from the utility.

  The reason why Bennet had to pay when he turned off budget billing was due to the fact that during his budget billing phase, he was paying less for the energy that he was using. This is something that he would have had to pay at the end of his budget billing period regardless, as previously stated.

  To confirm, *******'s Arcadia account is closed.

  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: 09/28/2022

  [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:

  While I may have had to make that money up at the end of the year (as you said, it depends on usage, and I'm not normally using the electricity that much the rest of the year), I wouldn't have had to pay it right then and there if not for the demand (and no, it was not listed as optional, but required) to turn off the balanced billing.  They cost me money out of pocket that I shouldn't have had to pay.  Simple as that.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/13/2022

  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.

  The problem is I cannot reach this company, whether by phone or email, to update my payment information for monthly billing because I am locked out of my account. I have emailed numerous times, called numerous times, and because of the way it is set up (you can only update things via online account login) I am unable to make any changes. It caused my bank to overdraft my funds, because it is not the checkings account I want money withdrawn from for payment (because I got married and have a joint bank account now with my husband). I am ok with this company, but I have no way of getting help! This has been occurring for over 3 months now (June 2022-August 2022). I got signed up with this company via a door to door sales woman. She came into my home and signed me up online. Supposedly, this company - Arcadia is affiliated with ***** (which is my electric company initially). I can't find out my Arcadia account information because I cannot log in. I have called ***** and they were unable to help. But my ***** information is as follows:Account # ********** ***************************** *****************Streamwood, IL******************** ************ Payments are around $100 per month more or less with the last two payments being:$117.68 August 2022 $98.51 July 2022

  Customer Answer

  Date: 08/23/2022

  From: *************************** <************************>
  Date: Fri, Aug 19, 2022 at 7:27 PM
  Subject: Complaint # ********
  To: <***********@mybbb.org>
  
  The company has resolved the issue.
  
  Thank you,
  *****************************

• Initial Complaint

  Date:08/08/2022

  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 have contacted arcadia multiple times to cancel my membership but i fail to get any response back, and now my ******** **** bill is even higher than it supposed to be because they are not canceling my membership like i have tried contacting them about multiple times.

  Business Response

  Date: 08/24/2022

  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 Arcadia memberships work.
  
  I would first like to confirm that *****’s Arcadia membership is officially closed, as of 8/12/22.
  
  ***** first reached out to Arcadia via email on 7/19/22 to request cancellation. When someone replies to the same email, the email gets pushed back to the bottom of our email queue.
  
  We do apologize, as ***** replied multiple times, resulting in the email continuously being pushed back and we understand this is not a great member experience. However, *****’s email was addressed on 8/12/22 by one of our representatives. Their account was closed immediately and a confirmation email was sent.
  
  I would also like to mention that ***** was not enrolled in any billing program with Arcadia and their membership was free. ***** simply connected their ******** **** NY account to Arcadia, so we could enroll them in our Community Solar program. Community Solar is strictly a savings program that allows members to both support local solar and receive a small savings directly on their utility bill.
  
  ***** was not yet enrolled in Community Solar through Arcadia, so Arcadia had no impact on their ******** **** NY utility bills during their enrollment with us. If ***** has any questions regarding their ******** **** utility bills, they will want to reach out to ******** **** NY directly.
  
  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.
  

• Initial Complaint

  Date:08/08/2022

  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.

  account with arcadia: ******** arcadia was going door to door and told me that i was meant to be getting a certain amount off my electricbill because of solar use. i wasn't aware of any solar use, they just said i needed to be signed up (i thought it was an apartment thing that i didn't have it set up). they walk me through signing up and have me create an arcadia account. they explain that arcadia is working with my energy company, pepco, and need me to login to my account so they can be connected. i use my login and password for my ***** account within their arcadia account. since signing up, i was billed twice for the same month. i reach out to ***** and they say my account does not show any third party company (such as arcadia) being used in my account. they also confirm that my ***** account login actually changed to a random lettering and numbering arcadia email the day i signed up ( iw was never told of this account). it seems arcadia uses my new ***** login to gather my billing information. i contacted arcadia's help desk and sent an email with no answer and no response (multiple times). i finally contacted the sales rep, who then blamed me for reading charges wrong (it's false, arcadia charged my credit card, ***** charges my bank account). they say they'll look into it, and call me back. i had to call the rep back on 2 more occasions to which he says his manager was going to call me. i get manager's phone number- he didn't immediately recall working for arcadia, then claims i read my bill wrong. then says he'll call me back, never does. i call back, he says i was meant to hear from arcadia, i ask for a direct contact with arcadia, he "does not have any direct contacts with arcadia because he is a sales rep contractor." he couldn't even provide me with who he communicates with at arcadia to facilitate work. i would like to end my service with arcadia but cannot get in touch with them to cancel.

  Customer Answer

  Date: 08/22/2022

  From: ***************************** <***************************************>
  Date: Wed, Aug 17, 2022 at 9:11 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: <************@mybbb.org>
  
  Hello ******,
  
  Thank you for addressing this issue. Arcadia has since closed my account and the issue has now been resolved. You can close this case :) Complaint ID  ********; Arcadia
  
  thanks!!