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:03/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My utility provider ***** was setting me up on a payment plan for my $1800 past due balance that I had with them. Arcadia was only set up to take care of my usual monthly utility bill, not the passed due amount. Instead, they withdrew the entire passed due amount of $1800+ out of my bank account right before my mortgage payment was due which set me behind on my mortgage. This was 100% fraudulent on their part as I was explained that this would not happen. They also stated that I would be saving a fixed 21% off my entire electric bill which is also not even remotely true. I need my money back.

  Business Response

  Date: 05/11/2023

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

  **** signed up for Arcadia on 7/2/2022 and enrolled in Arcadia Auto-Pay on 7/3/2022 for the management of their ***** bill payments. Arcadia Auto-Pay operates by charging the customer for the total amount due to ***** according to each monthly billing statement. An Arcadia statement is always emailed to the customer three days prior to the payment date for visibility and to allow for any communications regarding the charge. For instance, if the customer preferred that a particular value was to be managed with the utility directly instead of through Arcadia Auto-Pay, such an update could be made during that three day grace period. 
  

  According to their utility bill history, **** had been enrolled on a $157 Equal Payment Plan with ***** which meant that their ***** monthly bill was always $157 regardless of the total usage cost for the month. At the end of the Equal Payment Plan term, ***** issued a bill to reconcile any usage charge value left unpaid by the monthly Equal Payment Plan charges. This calculation and program operation is managed by *****, but the total charge value is still managed through Arcadia Auto-Pay because it is included as the total amount due on the ***** bill. 
  

  The value in question was the Equal Payment Plan reconciliation amount, only noted as past due because it corresponded with previous usage and hadn't yet been billed through *****. It was charged through Arcadia Auto-Pay to ensure their ***** account balance was returned to $0, which is the responsibility of Arcadia Auto-Pay when in place on an account. As Arcadia did not receive notice that **** preferred to manage that value outside of Arcadia Auto-Pay during the three day period between the statement issue date and the scheduled payment date, the charge went through as planned. 
  

  The payment of the Arcadia Auto-Pay took three attempts until it was successful. The first attempt was on 3/10/2023, the second was on 3/17/2023, and the third and successful attempt was on 3/24/2023. After each declined payment, the customer received an email notice from Arcadia  advising of the attempted payment and the fact that the charge would be tried again in three days' time. This gives additional grace periods during which **** would have been able to reach out to Arcadia to adjust any payment amount. No such communication was made until 3/25/2023, after the third payment attempt had already been initiated. At this point of the payment process, the payment is unable to be edited or reversed. The full value due to ***** was sent to ***** by Arcadia to manage the payment of ***** full utility account balance at that time.  
  

  **** had been enrolled in Community Solar with Arcadia through which they received 21% of the total production value of their enrollment on the Community Solar farm as a savings. On their March and April ***** bills, they will find a Community Solar Credit value that did not appear on their previous ***** bills. Through their Arcadia statements, they were charged for 79% of each corresponding ***** credit value. This 79% amount was owed back to their Community Solar developer for solar project maintenance and upkeep. **** retained the other 21% portion as a savings on their monthly billing. 
  

  On 4/5/2023, Arcadia received notice of a dispute that had been opened through ***** bank for their March payment. This resulted in the immediate cancellation of their Arcadia account. Additionally, **** has since received a reimbursement through this payment dispute.
  

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

• Initial Complaint

  Date:03/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own two properties and used Arcaida in the past for another one not tied to this complaint, I canceled service with them in late 2019. Unbeknownst to me and without my consent they opened an account under my name for my other property, using one of my debit cards that did not exist at the time I held an open account with them in 2019 and auto billed me. I spoke with my utility provider and they informed me that these providers, Arcadia and the like just add people to thier systems. I have opened a complaint with my bank and blocked and will continue to block any and all transactions from Arcadia and demand they delete my information fully from their systems. So let this be a warning to everyone, check your bank statements and watch out for them just pulling money without approval.

  Business Response

  Date: 05/11/2023

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

  ******* enrolled with Arcadia on 7/15/2019. Their account at ************************, Chesapeake Beach, MD ******** was enrolled in Arcadia Auto-Pay for the management of their ********* Gas & Electric bill payments. They were also enrolled in Arcadia Community Solar for savings on their monthly billing. Through Community Solar, ******* kept 5% of the production value of their enrollment spot on the Community Solar project. The remaining 95% was owed back to the Community Solar developer for project maintenance and operation. 
  

  On 6/20/2020, ******* requested cancellation of that account. A 90 day cancellation period was in place for this request due to their existing enrollment in Community Solar. As a result, their account cancellation was processed as of 9/18/2020. 
  

  A **** debit card remained on file for their Arcadia account at that time. Arcadia sent regular communications to ******* over ***************** from September through December 2022 indicating that an action was needed on their Arcadia account. These communications were sent and successfully delivered on a weekly basis, some of which were opened by *******. These communications were in reference to ******** account at *******************************, Chesapeake Beach, MD ********** 
  

  On 12/30/2022, Arcadia sent an email with the subject line “We're connecting you to a solar project in MD.”  This message was followed by two additional emails sent 1/9/2023 and 1/31/2023 with the respective subject lines of "You're now enrolled in ********* Solar *******" and "We found a solar project for you!" These emails explained that ******** account at **********************************, Chesapeake Beach, MD ********** was eligible for enrollment in Community Solar with Arcadia. 
  

  Arcadias Community Solar program could now operate without Auto-Pay for their account. Instead, their ********* Gas & Electric account would be credited equal to 100% of the Community Solar production value. ******* would continue paying ********* Gas & Electric directly for their charges. Arcadia would charge ******* for the 95% portion of that total Community Solar credit, leaving them with a 5% savings from that solar production. ******* had the opportunity to review their Community Solar enrollment and could opt out before it took effect. 
  

  On 3/27/2023, ******* reached out to Arcadia Customer Support following a charge resulting from their Community Solar enrollment. After hearing from *******, the Arcadia agent canceled their Arcadia account immediately, bypassing the standard 90 day cancellation period in place for accounts enrolled in Community Solar. The charge that had occurred was for 95% of a credit ******* had already received on their ********* Gas & Electric bill and as a result, works out in their favor equal to their 5% savings amount.
  

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

• Initial Complaint

  Date:03/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arcadia has been charging more than double what ***** has been charging. Even with Solar cost, I don’t think they can prove this up charge. Most recently they charged me $69.46 for a $35 ***** bill. This has gone on for months. On February 3,2023, I asked that my account be closed. No one confirmed this despite my multiple emails. On February 18 I received yet another chart from Arcadia. I contacted them again to confirm cancellation. I was told that it would be 90 days. There seems to be no reason for the 90 day cancellation except that is what the company can get away with. ***** drafted my account in March and yet I was still charged by Arcadia. I asked that my account be closed immediately. They still have not close my account.

  Business Response

  Date: 05/08/2023

  Thank you for bringing *******’s complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their Community Solar savings with Arcadia as well as their cancellation process.
  
  ******* signed up for Arcadia on 9/14/2018 and began Arcadia Auto-Pay during that same month. They were enrolled on the ***** ******* **** solar project through our Community Solar program and began receiving savings credits from it in August of 2020.
  
  Community Solar operates by first reducing ***** bills with CNM Credits equal to the total production value of their Community Solar farm. Then, Arcadia manages the distribution of the Community Solar credit between the customer’s 5% savings portion and the remaining 95% owed back to the solar developer for maintenance and operation costs. This is not an additional cost but is instead a savings on their monthly billing. 
  
  In the case that Community Solar production exceeded their current usage charges, the 95% portion of the Community Solar credit received would still be owed to their solar developer and thus was included on their Arcadia statement. This did occur most recently on their March and April 2023 bills. This resulted in a credit balance on their Pepco account which will carry forward to their future Pepco bills. Ultimately, this is still a savings for ******* as she keeps 5% of the total Community Solar savings produced.
  
  ******* has requested their Arcadia account cancellation as of 2/16/2023 over email. On 2/16/2023, Arcadia Customer Support explained that cancellation while enrolled in Community Solar in the state of Maryland takes a period of 90 days to process. This is due to the time it takes for their solar developer and their utility to remove them from the Community Solar project as well. Community Solar savings still apply to their account during this time and thus will need to be managed by Arcadia through the completion of their 90 day cancellation period. 
  
  Should ******* or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at (**** ******** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an Arcadia account based on the promotion page online. I followed the instructions, put in my zip code, It's a public link, found through searching on ******* I followed the instructions and they have said they can't honor it. I feel this is false advertising. Even if it is an old promotion (it doesn't say that in the fine print or on the site), it is still located on their website as of this filing. They have since deleted one of the two promotions after I complained. I'd like to receive the full $250 promotion as described.

  Business Response

  Date: 05/05/2023

  Thank you for bringing ***** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on the $250 promotional credit. 

  
  ***** account set up under the email address ********************** was established on 1/5/2023. Their enrollment in Arcadia Auto-Pay, through which the payment of their Central ***** Power bills occurs automatically through Arcadia, was established on 1/6/2023. 

  
  **** reached out to Arcadia Customer Support initially at the end of February of 2023 regarding the application of the $250 Arcadia account credit to their profile. It sounds like **** had intended to sign up with the promotional offer linked to their account but found that the credit did not apply to their profile successfully. Based on the link and description provided by ****, the $250 Arcadia account credit promotional offer was an offer that expired over one year ago, originally sent via paper mail with an expiration date listed of 10/31/2021. Because the promotional offer is no longer active, the link was not made to their Arcadia account upon sign up and the credit did not apply as a result. 

  Upon further investigation, it looks like **** had previously set up an Arcadia account under ********************** which was linked to a previous address which they have since moved from at the end of 2022. The good news is that **** did receive the $250 account credit on that previous address to reduce their charges from that same original link. Arcadia policy is that a promotional offer is applied only one time for an account holder, rather than an address, so this promotional offer would not have been able to be honored a second time even if the offer was not expired. 

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

• Initial Complaint

  Date:03/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arcadia was promoted as a way to save money on electric bill and support solar energy. The difference between what my local electric company actually bills and what Arcadia has been charging me is puzzling ($104 vs $160, for example) z it is NOT saving me money, and when I asked for an explanation of charges, I got an email with a bunch of incomprehensible gobbledygook rather than a straightforward answer, i will be canceling.

  Business Response

  Date: 05/02/2023

  Thank you for bringing *******’s complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their Arcadia billing statements and how Community Solar savings applied to their account. 
  
  ******* initially signed up for Arcadia on 7/12/2015 by accepting Arcadia terms and conditions. On 11/5/2019, they completed enrollment in our Auto-Pay program through which their ****** bill payments were to be managed through Arcadia. 
  
  On 3/8/2021, ******* enrolled in Arcadia Community Solar on the ********* Solar 1 project. Shortly thereafter, on 3/27/2021, they began receiving Community Solar savings from the Community Solar project. 
  
  Through Community Solar, ******* receives an Off-Site Gen kWh value which reduces the amount displayed as due on their ****** bills. This is the value of their total Community Solar savings in kWh terms. Arcadia’s role is to ensure that ******* keeps 10% of the Community Solar savings in dollar terms while the remaining 90% portion is shared back with the Community Solar developer for project maintenance and operation. This was consolidated within their Arcadia statement to both manage the distribution of their Community Solar savings credit and manage their ****** bill payment.
  
  As of 3/17/2023, Arcadia emailed ******* to inform them that their billing experience was changing due to previous billing issues caused by Arcadia being unable to access their ****** billing information. This change of communications between ****** and Arcadia necessitated changing their billing structure from Arcadia Auto-Pay to a system where ******* would pay ****** directly for their reduced utility charges and pay Arcadia only for the 90% portion of the Community Solar savings owed back to the solar farm. In terms of charges, this results in the same charges that would have been issued through Arcadia Auto-Pay being split into two separate payments, one to ****** and one to Arcadia. 
  
  We are sorry to hear that the assistance provided by Arcadia Customer Support caused confusion. We will explore with our team to understand how this information could have been more clearly communicated at that time. 
  
  *******’s Arcadia cancellation began on 3/21/2023 as requested and will take a 90 day period to complete. This is due to Community Solar being included on their ****** billing as it takes a 90 day period to process removal from a Community Solar farm once enrolled. More information about the 90 day cancellation period can be found on our Support Center here: **********************************************************-How-do-I-cancel-my-account-when-I-have-Community-Solar-in-Illinois- 
  
  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 7pm EST, Mondays through Fridays.

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My energy bills have been typically $300. Every year with Arcadia, once or twice a year I get bills that are $600-$700. After my 3rd year of surprise bills that are 2 or 3 times the normal monthly bill, I have canceled. Absolutely horrible customer service that makes promises ( i was initially told there may have been a billing error and they would follow up in 2 days, which never happened) and their customer service doesn't follow up, customer service also can't or won't explain things clearly. It seems that ** Energy gives a large solar farm credit to me, then Arcadia takes 90% of that credit, and charges me the missing 90%. My energy usage did not 'spike' in the month in question. I was promised Arcadia power would lower my energy bills, not increase them, but if you include these $600 surprise months, my bills are increased. Rhode Island resident. I would like a refund for my last $626.26 bill.

  Business Response

  Date: 04/20/2023

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

  ****** signed up for Arcadia on 3/1/2020 and began enrollment in Arcadia Auto-Pay on 6/2/2020 for the management of their ******************* bill payments. From there, Arcadia worked to complete ******* enrollment in Community Solar for savings on their account. On 12/31/2020, the ****** Community Solar project on which ****** was enrolled became live. *********** Energy experienced delays applying the savings credits earned from the project for several months until ******* 5/06/2021 bill. 

  Through Arcadia Community Solar, members keep a 10% portion of the total savings credits earned. The remaining 90% portion is owed back to the solar developer for project maintenance and operation. The distribution of the Community Solar credits occurs through Arcadia billing as the full 100% portion of Community Solar credits are initially applied to members ********* Energy bills. 

  Delays such as the one that followed the activation of the ******* Community Solar project, as well as situations where Community Solar crediting was in excess of ******* usage charges have occurred on ******* ******* Energy billing. In these cases, the Arcadia charge is based not only in ******* usage charges, but also in the total quantity of the Community Solar credits applied to their account. In these cases, an excess credit value remains on ******* ********* Energy account to help decrease their charges until applied in full. As a result, ****** still receives a 10% Community Solar savings overall.

  We are sorry to hear of ******* perception of Arcadia Customer Support. It is our understanding that agents provided context for ******* billing based on the information available to them at that time. We are actively working to improve communication and billing experience to coordinate with conditions of utility billing factors, so we appreciate this feedback.

  Because ******* Arcadia charges are the correct 90% of the total Community Solar credit value on their utility bills and a credit balance remains on their *********** Energy bills, a refund is not possible at this time as ****** is ultimately receiving more credit value than charge value as a result of Arcadia billing.
  

  Arcadia Customer Support has initiated ******* cancellation as requested on 3/15/2023. This process takes a period of 180 days to complete, after which point their Community Solar enrollment and Arcadia account will be closed out entirely. 
  

  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:03/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wed, Sep 28, 2022, 8:16?AM I sent a message to [email protected] to cancel my account with them. I received a reply that day stating that the process was started and it may take a few billing cycles to go through. As of March 14th 2023 (6 months after I had canceled) they still have not transferred my account back to my supplier (**********/*****) and are continuing to bill me at a premium to what **********/***** charge.

  Business Response

  Date: 04/17/2023

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

  *** signed up for Arcadia on 1/10/2020 and completed their enrollment in Arcadia Auto-Pay for their 10/8/2020 ********** bill. Through Arcadia Auto-Pay, the payment of **** ********** bill is handled through Arcadia with no additional cost each month.

  As of 9/7/2022, *** was enrolled on the ******** ****** Solar project through Community Solar with Arcadia. Once enrolled on a Community Solar farm, a portion of the solar farm is associated with the member and a 180 day cancellation period would be in effect for their proper removal from the Community Solar farm. 

  On 9/29/2022, *** requested to cancel their Arcadia account. Their cancellation process was started at that time and was completed in the expected 180 day cancellation period on 3/29/2023. During the course of Bobs Arcadia membership, including during their 180 day cancellation period, *** was not charged any additional costs through Arcadia as their membership was free. 

  There were delays in the activation of the ******** ****** Solar project which delayed the application of Community Solar savings credits from applying to Bobs account prior to its cancellation on 3/29/2023. 

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

• Initial Complaint

  Date:02/28/2023

  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.

  Jan 2023 Arcadia Rep came to door trying to get me to switch to their services. The rep insisted on seeing my ameren bill which I did not show them. They were pushy trying to get into my house without my permission. Next thing I see on my bank account a few weeks later, an ACH debit for 257.40 for "Arcadia" I disputed this charge with bank because initially I had no clue who it was and knew I made no purchases to a company for this amount or purchased from a company with this name. With investigation from bank, they told me it was a power supply company. This is when I remember the rep coming to house and insisting on seeing my bill, which again I did not show them, and I refused any service from them. How did they get my bank account information???? So I called ****** IP and was told a 3rd party was involved for my billing. I told the rep I did not authorize any such thing and she gave me a number to call, *** *** **** and told me to call right away if it was unauthorized. No answer. So then I called the number the bank gave me, ###-###-#### and no answer and voicemail "****** subscriber unavailable" Why is this number a ****** subscriber and not Arcadia??? The bank stated they felt this was not kosher and refunded my money after a dispute form was filled out.

  Business Response

  Date: 04/10/2023

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

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

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

  While *************** may have had an interaction with Arcadia sales representatives, they had an Arcadia account that was established prior to that interaction on 9/4/2019. Their Arcadia account was enrolled in Auto-Pay on 1/16/2023 for the payment of their ****** utility bill. This Auto-Pay enrollment was due to their synchronization of their ****** account to Arcadia which occurred due to action on *******s part. 
  

  Auto-Pay operates in correlation with a members ****** billing. Whenever an ****** bill is issued, it is sent to Arcadia. Arcadia then issues a statement based on those utility charges. The only payment that was scheduled through Arcadia was for $257.40, the exact amount due to ****** on 3/6/2023. 
  

  Rebeccas Arcadia account was closed on 2/28/2023 following a declined payment of the $257.40 value due. This means that no charge occurred through their Arcadia account as the only attempted payment was unsuccessful. 
  

  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: 04/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I gave no authorization for funds to be debited from account. If I had account in 2019 why start in  2022 making payments?  I have made all payments myself. Payment was rejected because I filed unauthorized charge to my checking account.  Can you please explain why there are multiple complaints similar to mine?  Same pushy salesman. Same unauthorized debits. Same accounts being made with no authorization. I also requested a copy of contract and was given to me by your company. There is not a signature anywhere even though your phone rep stated I had signed a document. So NO I did NOT sign up with your company. 

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

  Business Response

  Date: 04/25/2023

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

  ******* accepted Arcadia terms and conditions electronically on 9/4/2019 at the time of their initial sign up. Accepting these terms and conditions allows for the future enrollment in Arcadia programs, such as Arcadia Auto-Pay. Copies of all associated contracts are visible from the Legal Agreements section of ******** online Arcadia dashboard, found here: ********************************************************. These legal agreements also include a record of the details of their electronic acceptance. 

  On 1/5/2023, action was taken which enabled their account to proceed with Arcadia Auto-Pay enrollment because a checking account was placed on file by ******* for payment. On 1/16/2023, a confirmation email was sent from Arcadia to advise ******* of their enrollment in Arcadia Auto-Pay. This message explained that an Arcadia statement would be issued via email to ****************** and that a payment would then occur three days later for the management of their ****** bill payment. Cancellation could be requested at any time via email or over the phone with Arcadia Customer Support if ******* did not desire to proceed with this enrolled. 

  Due to their declined payment of $257.40, no payment has been withdrawn by Arcadia and their Arcadia account is closed as of 2/28/2023.  
  

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

• Initial Complaint

  Date:02/19/2023

  Type:Order 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.

  What this company advertises is basically taking over your power bill and giving you a small discount in the process via their solar farms. The delivering utility meters me, sends the bill to Arcadia, and I pay that amount less another amount depending on their generation from solar that month. Sounds great, right? What could possibly go wrong?Well, as it turns out, a whole lot of double-billing. I've been with them for 7 months after one of their people came and did the pitch and got me set up. Lets say my Arcadia Bill is y, my *** bill after Arcadia's contribution is x, and my unmodified *** ************ Logically, if everything was above board and as they claimed, every month, the following would be true: z < y + x (savings should exist vs. just buying the power from ***), x=0 (Arcadia's contribution to my *** bill should settle the balance monthly), After 7 months, I can absolutely confirm this isn't the case. Every month, not only has my x has been somewhere between $30 and $100, but my z > y + x; that is, between paying both *** and Arcadia, I pay more than I would have if I just had ***. Depending on the month ometimes it goes over by almost 100%, sometimes only 50% or so. Over the period in which I've been a subscriber(member? I dunno what they call us), I've been tricked out of about $985 by having to pay generation for the same kwh to both *** and Arcadia.So whatever they're actually doing, they either "lose" a big chunk of the money you give them on the delivering utility's behalf every month, or they're running some kind of scam where they charge you less than the power company under the guise of it being your only bill, keeping their chunk and leaving you holding the bag month to month for the rest of the unpaid balance.On top of that, their support is bad. Like, really bad. I've been trying to explain this problem for like 2 weeks and the one guy that answers emails still doesn't understand that I'm being double billed.

  Business Response

  Date: 03/27/2023

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

  ****** signed up for Arcadia on 9/16/2022 and enrolled in our Auto-Pay program for the management of their ******* ***** Power bills payments on 9/17/2022. At the point of Auto-Pay enrollment, a confirmation email was sent to ****** advising that new ******* ***** Power bills issued after this point would be managed through our system and that any direct payments to ******* ***** Power by the member should cease to prevent double payments. 
  

  Through Community Solar, ****** pays less through Arcadia than they would with ******* ***** Power directly for the same usage.
  

  ****** receives savings directly on their ******* ***** Power bills to reduce the amount displayed as due by 100% of the Community Solar value. ****** keeps a 10% portion of those solar savings as a reduction of their overall Arcadia charges. The remaining 90% portion of the total Community Solar savings is owed back to the solar developer for project maintenance and operation. Arcadia is responsible for ensuring the distribution of these Community Solar savings through ******’s Arcadia statements. 
  
  The application of the Community Solar savings to their ******* ***** Power bill results in a  reduction of the Total kWh value billed in the Meter Details section of their ******* ***** Power bill. Since ******* ***** Power does not surface the dollar value of their Community Solar production, Arcadia calculates this to ensure the accurate billing of our members. For example, on ******’s most recent ******* ***** Power bill, ****** is scheduled to pay $182.67 through Arcadia compared to the $200.35 that would have been owed to ******* ***** Power directly. 
  
  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:02/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called arcadia on 2/16/2023 to cancel my account because it's more expensive through them than the power company, I was told it is going to take 180 days ( 6 MONTHS ) to cancel my account. If that isn't the most ridiculous thing I have ever heard I don't know what is, so I told the woman I was speaking with I was not going to pay them for another 6 months, she said there was nothing she could do.

  Business Response

  Date: 03/24/2023

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

  ***** initially enrolled with Arcadia in August of 2019 and completed their enrollment in our Auto-Pay program on 10/24/2019. This means that going forward, ****** *********** Energy bills were set to be paid through Arcadia. 
  

  ***** was enrolled in Community Solar on the *********************** 1 solar project. Through our Community Solar program, ***** receives a Transfer of Net Metering Credit on their ******************* bills which is 100% of the total Community Solar project production value. This credit reduces the total amount displayed as due on the ******************* account. In the case the application of the Transfer of Net Metering Credit results in a credit balance on the ******************* account, any remaining credit balance will carry over to ****** future ******************* bills to help reduce those charges.
  

  However, through Arcadias Community Solar program, ***** keeps a 10% portion of the total Transfer of Net Metering Credit. The other 90% portion is owed back to the Community Solar farm for maintenance and operation costs and is included on their Arcadia statement. 
  

  Community Solar un-enrollment takes a period of 180 days to complete in ************ as this requires action from their utility company. This is outlined on their Community Solar Subscriber Agreement and on our ************** 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.

  Customer Answer

  Date: 04/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: There is no way it takes 6 months to cancel a account.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/10/2023

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

  In the *********************, it takes a period of 180 days to process un-enrollment from a Community Solar farm. Once Arcadia receives a Community Solar cancellation request in ************, the 180 day process is initiated at that time. Action is required on the part of the electric utility provider and the solar developer which can take **************************************************************** ************. 
  

  The 180 day cancellation period is outlined in **************** Solar Subscriber Agreement and on Arcadias online ************** for reference:  ****************************************************************************************************************************************************;
  

  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at ******************************** or call us at ************** between 9am and 5pm EST, Mondays through Fridays.

  
  

  Customer Answer

  Date: 04/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Why did it only take 2 weeks to put me on the program, but it's going to take 6 months to take me off.
  
  Regards,
  
  ***********************