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:08/08/2022

  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 was offered to sign up for Solar Energy project and was told that it is clean energy and there were no upcharges or cancellation fees. I later found out that they are overcharging me on my Bills and changed my log in information to take over my utility account. I also found out that they lied to me about providing clean energy. I emailed them over their instructions to cancel the account, but received no communication other than a bill for $130 from them when the bill from the utility company is $40. They are a scam. Please don't sign up with them!

  Business Response

  Date: 08/23/2022

  Thank you for bringing ******* complaint to our attention. We completely appreciate their concerns surrounding their account and were happy to explain how Arcadias Auto Pay and Community Solar programs work.
  
  ****** signed up for Arcadias Auto Pay program which means that every month, their utility company issues a bill and Arcadia receives that bill. Arcadia then generates an Arcadia statement for the amount that ******s utility company (******** ****) says they owe and then charges her for that amount. Arcadia then sends the funds to their utility company on her behalf. Additionally, Arcadia always sends a statement via email to ****** 3 days prior to the automatic charge taking place, this way the charge doesn't come as a surprise.
  
  Being enrolled in Arcadias Auto Pay program allows ****** to participate in our Community Solar program. Once ****** was enrolled in a solar project, they started to receive a savings as a result of their portion of the solar project generating power. ****** has seen savings on her account that she's calling into question since April 2022.
  
  The latest bill where ****** stated she was charged $130.68 by Arcadia includes her solar savings and if she was not enrolled in Arcadias Community Solar program, she would have paid more to ******** ****. Without Community Solar, ******s utility bill would have been $135.53. Instead, ****** received a solar credit totaling $96.67 which she got to keep 5% of, resulting in a monthly savings of $4.83. Taking what ****** would have owed ($135.53), minus the monthly savings ($4.83), that results in a new charge of $130.68. ****** was not over charged for this bill, it included savings at no additional cost.
  
  ****** emailed Arcadia and stated that they wanted to cancel and no longer wanted to be a part of the program. Per the Subscriber Agreement that ****** approved prior to enrolling in Community Solar, she agreed to a 90-day cancellation period. When this cancellation period was explained to ******, she rejected the MX agents response. ******* account was then closed out by the MX agent to mitigate any further confusion and a confirmation of this cancellation was sent to ****** via email for her records.
  
  To confirm, ****** no longer has an active account with Arcadia and their 90-day cancellation period was waived.
  
  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: 08/26/2022

  [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:

  only comment that is worth making, is that the whole idea of the solar farm project and the concept of such is deceiving. Arcadia does not provide any actual solar energy, but rather uses such concept to lure customers. Although, the suggested $4 savings sound like great savings, I much better prefer access to my online account that belongs to me and control of such account as well as actual true choice of the provider. I do think that I was overcharged as the bill came out immediately after I requested to cancel and already paid my provider directly. They attempted to charge both of my credit cards that were on file, which I later had to dispute with my credit card company. So, why did I pay to the provider directly and owe another $130? Arcadia can keep their savings

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

  Business Response

  Date: 09/20/2022

  Thank you for bringing ******’s rejection to our attention. I am happy to provide further context into how Arcadias Community Solar program works. 

  As mentioned previously, when ****** became enrolled in Arcadia's Auto Pay program, she became eligible for Community Solar. The only way anyone can receive solar savings from a solar farm linked with Arcadia is if they are in fact an Arcadia member. Arcadia has never stated that customers will receive solar energy or that Arcadia is an energy provider. When you're a member with Arcadia, just like ****** was, then you get access to solar savings through the Community Solar program at no cost.

  The savings that ****** received every month was proportional to her annualized usage for the utility account that was enrolled in Community Solar. These savings will vary each month due to the solar farms production and time of year. Its understandable that some people, such as ****** pointed out, prefer managing their own utility bills each month. The program that ****** was enrolled in, as stated previously, was the Auto Pay program which requires that Arcadia manages the utility bill each month. Managing the utility bill is how Arcadia was able to apply the solar savings to ******s Arcadia statement each month that she was enrolled.

  Since ****** was enrolled in Arcadias Auto Pay program, that meant that she didn't need to pay her utility directly because Arcadia was managing the utility bills. The latest charge that ****** disputed, $130.68, was for the August statement that Arcadia had received from her utility. If ****** pays her utility directly after the billing process has started with Arcadias Auto Pay program, that means ****** runs the risk of paying twice for the same utility bill. Arcadia sent ****** the statement of $130.68 on 8-8 letting her know that her account would be automatically charged in three days. We can see that ****** opened that statement on 8-8.

  To confirm, ****** no longer has an active account with Arcadia and their 90-day cancellation period was waived.

  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:08/04/2022

  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.

  We use ***** as our energy provider & in order to save on energy pricing & also use clean energy, we decided to sign up with Arcadia, which would work with ***** monthly to lower our bill - or so we thought.Firstly, they promise to have you saving money & connected to a solar farm in 1 to 2 months; we have been members for 5-6 months now - nothing.Secondly, due to the way the membership works, our ***** bill is first sent to Arcadia, who then pulls the amount on a monthly basis via direct deposit. They have been messing this up for months now.This past month, in July, they took our payment late, causing us to receive a past due notice from NYSEG. THEN< once they DID take the payment (on July 25th) they never posted the payment - THEY STILL HAVE NOT & IT IS AUGUST 4th - thus we have received a termination notice from NYSEG.Once this payment goes through I want to cancel our membership with these clowns - though they never even respond to emails.

  Business Response

  Date: 08/23/2022

  Thank you for bringing *****’s complaint to our attention. We completely appreciate their concerns surrounding their account and we’re happy to explain how Arcadia’s  Auto Pay and Community Solar programs work.
  
  ***** signed up for Arcadia’s Auto Pay program which means that every month, their utility company issues a bill and Arcadia receives that bill. Arcadia then generates an Arcadia statement for the amount that *****’s utility company (*****) says they owe and then charges her for that amount. Arcadia then sends the funds to their utility company on her behalf. Additionally, Arcadia always sends a statement via email to ***** 3 days prior to the automatic charge taking place, this way the charge doesn’t come as a surprise. 
  
  Being enrolled in Arcadia’s Auto Pay program allows ***** to participate in our Community Solar program. Once ***** is enrolled in a solar project, they will start to receive a savings as a result of their portion of the solar project generating power. They will see those savings monthly on each of their Arcadia statements. In *****’s case, they are waiting to be connected to a project since their current project is full. Once a spot opens up, ***** can expect to be enrolled and that’s when they will start to receive savings. Until then, Arcadia simply charges them for what ***** says they owe for the month.
  
  ***** contacted the Arcadia Member Experience team on 7-25 and explained that their payment hadn’t yet made it to NYSEG, their utility. Then ***** contacted the MX team again on 8-01 to mention that they received a Termination Notice from ***** so the Arcadia Billing Department was contacted. Arcadia had already sent the funds to ***** prior to the bill being due, so the termination notice came as a surprise. As a result of this notice, *****’s account has been personally monitored by the billing department and the billing representative has kept in constant contact with ***** via email. Arcadia’s billing department will continue to monitor *****’s account until there is no longer an issue.
  
  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: 08/27/2022

  [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:08/04/2022

  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.

  A Pushy Sales Rep came to my door and i'm disabled and vulnerable so i didnt want to cause a scene or confrontation to get him to leave. I gave him my email and utility provider and when he tried to get me connected through my email with my utility account it wasn't working so he left. I threw away the paper he gave me that he wrote notes on because i figured that was the end of that. I didnt give them my credit card details or nothing. I didnt even login to my utility account after the fact to connect anything. All of a sudden i get a bill for $690 directly removed from my checking account. I'm on SSI and only have $850 to my name in a month! I get these utility bills directly paid for through a program! It is now the 4th and i have not been able to pay any of my extremely important bills. I tried putting a hold on my account through my bank but the payment still went through. So i cancelled my card and called Arcadia. They told me that it went through the same day they processed my payment which i know was a lie because it was pending the day after. They said they already sent the funds to ************. I called ************, they told me they never heard about this company and that iv been scammed! I called Arcadia back and they told me to wait a day and the funds would go through. THEY STILL HAVENT GONE THROUGH! I AM ABOUT TO LOSE EVERYTHING I HAVE BECAUSE OF ARCADIA AND I NEED MY MONEY BACK NOW!!!! I am about to file a police report!

  Business Response

  Date: 08/23/2022

  Thank you for bringing ******** complaint to our attention. We completely appreciate their concerns surrounding the interaction with one of our Sales Representatives and were happy to add further clarification. 
  
  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 fees, cancellation fees or lock-in contracts to sign. The only contract that the member signs is a contract authorizing Arcadia to put them on a solar project.  The process to receive savings on your monthly utility bill is as simple as signing up with Arcadia and once your solar project starts producing power, thats when the member starts receiving savings.
  
  ******* signed up for Arcadias Auto Pay program which means that every month, their utility company issues a bill and Arcadia receives that bill. Arcadia then generates an Arcadia statement for the amount that Anotnias utility company (National Grid) says they owe and then charges her for that amount. Arcadia then sends the funds to their utility company on her behalf.
  
  Prior to charging ******* for the utility bill in the amount of $690.30 on 7-26, Arcadia sent her a statement via email 3 days prior to let her know that she would automatically be charged. Arcadia always sends its Auto Pay members a statement via email to let them know that they will be charged automatically in 3 days so they are aware of the charge ahead of time. On 7-29, *******’s payment didn’t go through, it declined so our system tried again 3 days later which is  standard practice and then the payment finally went through on 8-01. ******* didn’t contact Arcadia until 08-02 to address their concerns with the payment and the sales interaction. 
  
  ******* expressed that she no longer wanted to be a member of Arcadia and her account was closed on 8-3, the day she spoke with an Arcadia Member Experience agent. She was sent a confirmation email for her records. Additionally, a refund was issued to ******* on 8-22 for the full amount of $690.30 which will take 4-7 days to process. *******’s interaction and feedback with regards to the sales experience has been passed forward to the Sales department.
  
  To confirm, *******’s Arcadia account has been closed per their request and heir charge has been refunded.  
  
  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:08/03/2022

  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 had solicitors for this business come to my door, mislead me about the purpose of their visit and get my account details when I was vulnerable because of being preoccupied with work. I did NOT consent to switching my service, as they did not explain to me at all what was happening and pretended to be linked to my current service provider. I am very happy with my current electrical provider, and have no interest in switching to this service. If any attempts are made to switch me from my old provider I will be seeking any restitution possible. It is an unjust practice to prey on people like this and I repeat I am happy with my current provider and have NOT consented to switching service.

  Business Response

  Date: 08/22/2022

  Thank you for bringing ****** complaint to our attention. We completely appreciate their concerns surrounding their account and we are happy to provide more clarification.
  

  Sanya contacted Arcadia on August 4th 2022 via Phone at 1pm EST. They explained that they werent satisfied with their sales experience from one of Arcadias representatives that signed them up for the program. We immediately canceled their account, as they requested. They did not have any ***** bills processed through Arcadia and we have received no further communication from *****. 
  

  For further clarity, Arcadia is not a provider and by signing up for Arcadia, we simply would have processed ****** ***** bills and connected them to our Community Solar program for monthly savings. There were no fees associated with their membership.
  

  To confirm once more, ****** account with Arcadia is canceled and their ***** utility account is not linked. 
  

  Arcadia does everything it can to be clear and transparent with our members. We are sorry to hear about ****** sign up experience and we appreciate their feedback as were always looking for more ways to improve our member communications, as well as sign up experience.
  

  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:08/01/2022

  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.

  Individuals from the company showed up at my apartment and led me to believe they were from my existing energy company comed. They pressured me into signing up for the service stating that it was necessary and they would return if I did not. I have been attempting to get ahold of their customer service over the phone as well as via email to try to cancel the service since Friday and have been sent to voicemail and unable speak to someone in order to get this cancelled. I have left multiple voicemails and am concerned that this company is a scam.

  Business Response

  Date: 08/17/2022

  Thank you for bringing *********'s complaint to our attention. We completely appreciate their concerns surrounding the interaction with one of our Sales Representatives and were happy to add further clarification. 
  
  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 fees, cancellation fees or lock-in contracts to sign. The only contract that the member signs is a contract authorizing Arcadia to put them on a solar project.  The process to receive savings on your monthly utility bill is as simple as signing up with Arcadia and once your solar project starts producing power, that's when the member starts receiving savings. Additionally, in order to start receiving savings, Arcadia will need access to the members utility account.
  
  ********* sent an email nearly four hours after their time of signing up with Arcadia and then spoke with a Member Experience agent on August 1st around 2pm. ********* explained that they would like to cancel and their account was canceled at the conclusion of the phone call. A confirmation cancelation email was sent to ********* for their records.
  
  We have surfaced *********s feedback with our **************** so that they can work closely with the agents on the ground to ensure that members aren't confused as to who Arcadia is affiliated with. 
  
  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:07/28/2022

  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.

  I got conned into signing up for this company’s service by door-to-door salesmen using completely deceitful practices, and am lodging a complaint against them to ensure I have been entirely disenrolled from their community solar program in all regards. After ‘registering’ with the company via the salesmen, I called ******** **** to confirm legitimacy. ******** **** didn't have good things to say about the company, and said the way they pitched the service to me was completely and entirely deceitful and disingenuous. I was able to catch the salesmen on their way back through my neighborhood later in the day, and approached them telling them I wanted to be entirely disenrolled from the program after subsequently talking with ******** **** and doing some additional independent research (all of which yielded nothing but terrible things about this company and their deceitful practices). They told me I’d have to call Arcadia to do this and I told them no, I wanted them to do it right then and there on the spot. The one guy told me he texted his ‘boss’ and told him to disenroll me, but given the lengths these guys are clearly willing to go to trick people, I wouldn't be surprised if he just texted a friend and told me it was his ‘boss’. I ultimately have no proof I was entirely disenrolled from whatever they conned me into signing up for, and that’s what I’m looking for here. I also highly recommend this company be investigated for preying on unsuspecting people. What they are doing is unethical to say the least! They are complete con artists!

  Business Response

  Date: 08/17/2022

  Thank you for bringing ****s complaint to our attention. We completely appreciate their concerns surrounding the interaction with one of our Sales Representatives and were happy to add further clarification. 
  
  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 fees, cancellation fees or lock-in contracts to sign. The only contract that the member signs is a contract authorizing Arcadia to put them on a solar project.  The process to receive savings on your monthly utility bill is as simple as signing up with Arcadia and once your solar project starts producing power, that’s when the member starts receiving savings. Additionally, in order to start receiving savings, Arcadia will need access to the member’s utility account.
  
  Arcadia does not work directly with the utility company and utility company’s agents may not be familiar with how Arcadia programs work. That said, Arcadia did receive a phone call from **** and the Member Experience agent explained to **** how the Community Solar program works. The MX agent also explained why Arcadia needs to have access to ****’s ******** **** bill. **** explained that he did not want to have an account with Arcadia and the MX agent explained that an account was never created.
  
  Based on Arcadia’s records at the time of ****’s phone call and as of right now, there is no record of **** having an Arcadia account or having one created. 
  
  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: 08/19/2022

  [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. 

  I appreciate your assistance and concern with this matter.

  
  Best Regards,
  
  *******************

• Initial Complaint

  Date:07/28/2022

  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.

  Arcadia Solar Community representative came to my door yesterday claiming to acting under the auspices and contract with ******** **** and then proceeded to enrol me in their service. Although my account is pending at this point I have decided upon further review to cancel and sent them an email stating not to proceed. The actions of the company representatives are fraudulent and misleading.

  Business Response

  Date: 08/16/2022

  Thank you for bringing ****'s complaint to our attention. We completely appreciate their concerns surrounding their account and were happy to shed further light on their interaction.
   
  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 fees, cancellation fees or lock-in contracts to sign. The only contract that the member signs is a contract authorizing Arcadia to put them on a solar project.  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, that’s when the member starts receiving savings. 
  
  The Member Experience team received an email from **** stating that he had changed his mind and no longer wanted to stay with Arcadia. ****’s Arcadia account was closed on August 10, 2022 and **** was sent a confirmation email for their records. 
  
  Additionally, we have surfaced ****’s feedback with our Sales Department so that they can work closely with the agents on the ground to ensure that members aren’t confused as to who Arcadia is affiliated with. 
  
  To confirm, **** no longer has an active Arcadia account and they are responsible for paying their utility bill directly with ******** ****.
  
  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: 08/18/2022

  [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:07/26/2022

  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.

  A door to door salesman came to our door to let us know about a solar farm the have and due to that we are eligible for a 10% discount on our ************* electric bill. He said that they work with ************* and that is why we get the discount. I ask him a series of question like are there any fees added to which he said no. I also asked him if there are any disclosures we need to sign. He also said all we needed to provide was our address, email and phone number. I added screen shots of where there terms and conditions aka disclosures clearly state that there is a monthly recurring subscription fee that can be changed at any time based on there discretion. Once you made an account with the previous information you need to provide you login in info from which they can control. The terms and conditions also state that they are not affiliated with and suppler or other company which is directly opposite of what the salesman stated to us.

  Business Response

  Date: 08/16/2022

  Thank you for bringing ******'s complaint to our attention. We completely appreciate their concerns surrounding the interaction with one of our Sales Representatives and were happy to add further clarification. 
  
  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 fees, cancellation fees or lock-in contracts to sign. The only contract that the member signs is a contract authorizing Arcadia to put them on a solar project.  The process to receive savings on your monthly utility bill is as simple as signing up with Arcadia and once your solar project starts producing power, thats when the member starts receiving savings.
  
  Once a member creates an Arcadia account, we need their utility login information in order to receive the utility bill. In this case, our agent would have asked ****** to provide their National Grid information so that Arcadia could receive the utility bill and appropriately apply savings.
  
  Since Arcadia is not affiliated with any other utility, supplier or company, the Solar Agreement needs to state that we work independently from all other companies. We have surfaced ******s feedback with our **************** so that they can work closely with the agents on the ground to ensure that members arent confused as to who Arcadia is affiliated with.
   
  I have looked through our entire system and I do not see an Arcadia account listed under *************************, their email address nor their phone number. At this time, Arcadia does not have an account for ******.
  
  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:07/26/2022

  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.

  July 25, 2022 Yesterday I was Charged 702 dollars without notification of the Arcadia System. I had also noticed that the charge was significantly higher than what it was in ************ I have attempted to contact their support team repeatedly without an answer from their Phone support which is still on its VM mode for after hours even though they claim there is support 9 to 5 pm EST. They have since given me back half of the Charge but have not hard from them and would like to have someone explain to me why they Charged me that much twice and never gave any kind of notification. Again I have warned the Support team that IF I don't get some kind of answer I will start contacting all the Executives and Higher ups listed in ****** **. I would Also like this canceled as soon as possible as I do not like the service or the way they operate.

  Business Response

  Date: 08/17/2022

  Thank you for bringing *****'s complaint to our attention. We completely appreciate their concerns surrounding their account and were happy to provide further information regarding their billing experience.
  
  ***** is signed up for Arcadias Auto Pay program which means that every month, their utility company issues a bill and Arcadia receives that bill. Arcadia then generates an Arcadia statement for the amount that *****'s utility company says they owe and then charges him for that amount. Arcadia then sends the funds to their utility company on his behalf.
  
  Arcadia received ****** utility (Xcel) bill and then generated an Arcadia statement in the amount of $351.41, the amount that **** said ***** owed for energy usage. This payment was successfully charged on 7-25 and sent to **** the following day. 
  
  In addition to this charge and unbeknownst to Arcadias systems at the time, ***** was charged again for the same exact amount resulting in a duplicate charge. ***** emailed Arcadias Member Experience on 7-26 team and mentioned that he was charged twice for the same bill. The MX agent reached out to the Arcadia Billing Department and a refund for the duplicate charge was refunded immediately. The MX agent sent a refund confirmation email to ***** addressing the issue and let ***** know that the refund was processing and in place.
  
  For *****'s inconvenience, the MX agent applied a $10 account credit that will apply to *****’s next utility bill. *****’s account is still active with Arcadia and their concerns have been resolved. ***** never expressed to the MX agent that they would like their Arcadia account canceled, just that they wanted the duplicative charge canceled/refunded.
  
  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:07/19/2022

  Type:Product 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.

  Acadia rep came to my door. Told me I would get 10% off my ******** **** electric bill. He did not provide mush information about the program. He was very pushy and made inappropriate comments towards my regarding my body image. I was nice and polite. I was in the middle of working from home and the representative proceeded to keep me from getting back to work. I am not interested in this program. I tried to cancel after the representative left however the customer service will not respond. I sent several emails and they will not respond. I requested to cancel my enrollment. I would like this cancelled immediately. [email protected] plan# ******* #******** reference #******** phone number **********

  Business Response

  Date: 08/12/2022

  Thank you for bringing ********* complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to provide further assistance. 
  
  We received four separate inquiries from ******** (3 emails and 1 phone call) all on July 19, 2022 with regards to canceling their account immediately. One of the member experience representatives received the phone call at 1:17pm EST and closed out ********'s account right after the phone call concluded, 1:19pm EST. The representative also sent a confirmation email to ******** at 1:21pm for her personal records, which ******** received and opened.
  
  As of right now, ******** no longer has an active account with 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: 08/14/2022

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