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:02/08/2023

  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.

  For the past several years we have been enrolled in a program with *** and Arcadia to receive 100% renewable energy. We did not know that in the past few years we were also enrolled in a program to get 100% renewable energy form Michigan through *** directly. *** nor Arcadia informed us that we should stop using Arcadia and paying the a fee of $10-30 extra per month for no additional service from Arcadia. This would not have been noticed by us except that we purchased an electric vehicle and decided to make changes to our meter to accommodate the charger. This arrangement should not be allowed by either *** or Arcadia who both had to know that we enrolled in the *** 100% Green program and did not need to have any additional service through Arcadia.

  Business Response

  Date: 03/15/2023

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

  ******* signed up for Arcadia on 10/07/2015 and began having their *** bill payments managed through Arcadia Auto-Pay with their 11/12/2015 DTE bill. Their Arcadia Auto-Pay remained in place until their Arcadia cancellation request on 12/21/2022. 
  

  ******* was also enrolled in a voluntary, paid Arcadia membership at a cost of 1.5 cents per kWh. This membership paid for the purchase and retirement of Renewable Energy Certificates in the quantity of their kWh usage billed each month. Because this membership was specific to Arcadia, it was billed only through their Arcadia statements and not listed on their DTE bill. 
  

  An Arcadia membership is an optional enrollment for a clean energy impact separate from any utility-based programs. This means that ******* could have chosen to enroll in an Arcadia membership and a clean energy program through *** without either party being aware. Enrollment in a utility-based clean energy program would not have affected eligibility for an Arcadia membership. 
  

  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: 03/28/2023

  [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:

  From: ************************************* <***********************************>
  Date: Mon, Mar 27, 2023 at 11:09 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Hello,
  
  It was not resolved. Arcadia continued to charge me even though they and *** knew that I did not have to pay extra to receive the same plan.
  
  Arcadia knew this and circumvented this by never sending a detailed invoice. We only found this out by asking *** about the difference.
  
  It took several times to cancel with Arcadia. It is wrong that they charged us extra for months for something that we were already getting 100% renewable energy. In fact, we would have preferred MI only renewable while Arcadias plan indicated the energy could have come from out of state. Arcadia is not acknowledging this extra charge for the same service.
  
  Sincerely,
  
  *******
  Regards,
  
  ************************************

  Business Response

  Date: 04/03/2023

  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 persisting concerns. 
  

  The voluntary, paid Arcadia membership at a cost of 1.5 cents per kWh was initiated by ******* at the time of their Arcadia sign-up on 10/07/2015. Because this membership is specific to Arcadia, DTE would not be aware of its existence. Likewise, Arcadia would not be aware of programs specific to DTE on a member’s utility bill. As ******* initiated enrollment in an Arcadia membership on 10/07/2015 and did not express dissatisfaction prior to their cancellation request on 12/21/2022, Arcadia maintained their membership.
  

  All monthly Arcadia billing statements issued for ******* during the term of their enrollment were sent via email and posted to their online Arcadia dashboard for reference three days prior to payment withdrawal. For transparency, these Arcadia billing statements each list the line item that corresponds with their additional Arcadia membership charges.. 
  

  Regarding the timing of *******’s cancellation, Arcadia received their request via email on 12/21/2022 and processed the cancellation on that same day. 
  

  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:02/02/2023

  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.

  An Arcadia rep came to my door under the guise that I was not receiving solar credits to my energy bill. They demanded I show them my most recent bill to show me how much money I can save. Reluctantly, I produced this bill, but then I was asked to air drop this bill to the rep with my checking account information as they claimed these credits could be given retroactively. At this moment, I recognized this was a complete scam. My residence has very clear no solicitation signage, so this was both an act of fraud and trespassing. I’ve made it clear to our property office that if they come back, I will be calling the police and pressing charges. Such a criminal complaint would force government oversight against a company preying on people who don’t know how a power grid operates. They target low income, low education households with average to high credit scores because they need a reliable source of revenue. No response will be adequate apart from a complete cessation of the use of door to door reps to sell their “service”. 

  Business Response

  Date: 03/10/2023

  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 how Arcadia memberships work in different areas.
  

  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 ***** 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.
  

  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:01/31/2023

  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.

  Our arrangement with Arcadia Power Inc. is that they pay our **** ****** bill each month on our behalf as part of our contract with them to support Wind and Solar energy. They are late paying E**** in January, and **** is now reaching out to us to pay the bill. In addition, their bills lack any sort of transparency and are incomprehensible with respect to understanding how much money (if any) you are saving or incrementally paying for Wind and Solar over what you would pay ****. I put this under the "finish the job" category, in that a material part of their job is to pay providers like ****, which they have agreed to do, in a timely fashion so that the customers credit is NOT impacted, and a late payment charge (from **** in this case) is not incurred!

  Business Response

  Date: 03/13/2023

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

  The account associated with the address provided of **************************, Centennial, CO********** is under the name *****************************, but it looks like **** has reached out to speak with our Member Experience team about their concerns.
  

  ***** signed up for Arcadia on 04/29/2016 and has been enrolled in Arcadia Auto-Pay since June of 2016. Through Auto-Pay, Arcadia manages the payment of ****************** bills on a monthly basis. 
  

  As of 04/04/2022, they have begun receiving Community Solar savings on their Arcadia statements. Through Arcadia Community Solar in Colorado, members keep 5% of the savings value produced by their spot on the Community Solar project as a credit on their Arcadia statement. This is a specific line item on each applicable Arcadia statement. 
  
  **** ****** typically issues gas and electric charges together on the same utility bill which is managed automatically through Arcadia Auto-Pay. In January 2023, an unusual situation occurred where the gas and electric charges were issued in separate **** ****** statements. We managed the payment of the **** bill including the electric charges as anticipated but did not manage the payment of the **** gas charges as they were issued at a later time. 
  
  The gas charges not managed in January were later included in the total charges due and managed through their February 2023 bill. 
  
  It looks like a late fee of $1.18 was included on their **** bill issued in February. We can credit their Arcadia account $5 for that late fee incurred, and the inconvenience. 
  
  This is not a billing circumstance that we anticipate occurring again, and we did work to correct it on our end as soon as we became aware of it.  
  
  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:01/29/2023

  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.

  I am writing to file a complaint against Arcadia Energy for false advertising. I had been a customer of Arcadia  for several years, and I was attracted to their services because of their promise to keep costs the same or lower than their competitors. However, I have been charged higher fees than I was originally quoted for the past 14 months, and I feel misled and taken advantage of by this company. In 2018, I contacted Arcadia to inquire about their services. I was quoted a that my bill would be the same or less. I agreed to the terms and signed a contract with them. But in the last month, I noticed that the amount charged was higher than what I was quoted. I checked for the last 14 months and I paid approximately $1,600 higher than if I stayed with my original company. I contacted Arcadia to inquire about this discrepancy, but I was told that the original quote was only an estimate, and that the final cost would be higher. I believe that Arcadia engaged in false advertising by promising to keep costs the same or lower than their competitors, and then charging me more than I was originally quoted. I also believe that they breached the contract we had agreed upon, by not honoring the quoted price. I would like to request that Arcadia rectify this situation by refunding me the difference between the original quote and the final cost. I would also like to request that the BBB take action against [Company Name] for their false advertising and breach of contract. Thank you for your attention to this matter. Sincerely,***************************

  Business Response

  Date: 03/10/2023

  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 regarding the nature of their account and how their billing has been affected by it.
  

  Their Arcadia membership has most recently been active on the profile under *********************** for *******************************, Tenafly Borough, NJ *********. Arcadia Auto-Pay enrollment, for the payment of their ***** bills through Arcadia, began with their 06/23/2018 statement and remained in place for the duration of their Arcadia membership. 
  

  At the time of their enrollment, ****** was enrolled on the free Arcadia membership, through which their ***** bill payments were managed at no additional cost. 
  

  Though it is no longer an active program, Arcadias Smart Rate program had been in place in ******* area at the time of their enrollment. Through Smart Rate, the Arcadia system would search for a lower supply rate on the behalf of members in areas where the electric market is deregulated. 
  

  However, ******* electric supply rate at ******************* was not changed through Smart Rate as they already had a third-party supply rate in place with ******************** LLC. While ******************** LLCs electric supply rate has consistently been higher than *****s, they are unaffiliated from ******* Arcadia membership. To discuss the higher supply costs incurred, it is our recommendation to contact ******************** LLC directly.
  

  On 12/8/2020, ****** received an email from Arcadia with the subject line Updates to your Arcadia membership in reference to their Arcadia account for *********************** this email, we advised that our free membership would no longer be in place and that membership for ******* account would be $5 per month with a 60 day free-trial. This $5 membership was for a 100% clean energy match of their household kWh usage with  Renewable Energy Certificates. Each Arcadia statement issued after this time showed this $5 membership cost. 
  

  ******* associated Arcadia account under *********************** is closed as of their request on 01/24/2023. 
  

  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.
  
  

• Initial Complaint

  Date:01/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last few months my Arcadia bill has been SIGNIFICANTLY higher than my ***** bill. That makes no sense as my Arcadia bill was guaranteed to be the same or lower price than my ***** bill. This month it's particularly absurd. Arcadia is saying my bill is $330 when in actuality it's $225. My ***** bill has NEVER been over $300. They're saying that there's some credit that's been applied to my ***** bill but I see no evidence of that in my ***** account. I already requested to cancel my Arcadia account last month and they're saying it takes 90 days without any explanation as to why, and now that I'm leaving they are charging me $100 more for what appears to be no reason. I'm so angry and frustrated that I tried to do something good for the planet/environment and I was taken advantage of. For anyone reading this, DO NOT TRUST ARCADIA. Arcadia, please fix this immediately. I'm about ready to cancel my credit card at this point.

  Business Response

  Date: 02/24/2023

  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 *****'s Arcadia statements. 
  

  ***** signed up for Arcadia on 04/02/2020 and enrolled in our Auto-Pay program for the management of their ***** bill payments on 04/06/2020. 
  

  On 03/29/2021, they were enrolled on the ****** solar project through Arcadias Community Solar program. Through Community Solar, ***** keeps 5% of the dollar value produced by their spot on the Community Solar project while the remaining 95% portion is shared back with the Community Solar project for its maintenance and upkeep. 
  

  The total Community Solar production value is shown on the ***** bills as a credit which reduces the displayed value as due. The distribution of the Community Solar credit savings between ***** and the solar farm is managed through *****'s Arcadia statements. As 95% of the total Community Solar credit is added back in, this makes their Arcadia statements appear higher.
  

  There was a delay on *****'s end applying the Community Solar savings credits until 05/25/2022, more than one year after ****** enrollment on the Community Solar project. 
  

  This means that ***** was set to receive a total Community Solar credit on their ***** bill that was far higher than would typically be anticipated on a monthly basis. This is because over a years worth of Community Solar savings could have been applied all at once. In order to prevent this from causing a billing experience for ***** that could have resulted in an extraordinarily large charge, Arcadia used a billing solution to spread the distribution of Community Solar savings over time based on ****** total usage charges. 
  

  ***** received Adjustments credits on their ***** bills of $138.33 in May 2022, $552.35 in August 2022, and $159.06 in October 2022. These credits were applied to their Arcadia statements in values equal to or less than their current electric usage charges such that ***** kept 5% of that credit value and 95% of that credit was included in that Arcadia statement to be shared back with the Community Solar farm for maintenance and operation. Through Arcadia Community Solar, ***** has paid a total of $42.48 less than they would have paid ***** directly during this time period.
  

  ***** requested cancellation from Arcadia Community Solar on 01/04/2023. This process takes a period of 90 days to complete due to action required on the part of their utility provider and Community Solar farm to handle. During this processing time, Arcadias role is to continue the management of ****** ***** bill payments until the 90 day cancellation period has ended.
  

  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: 03/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I want to be done with this so I will no longer pursue it. I'm eager to separate myself from Arcadia as $40 is not worth the headache.
  
  Regards,
  
  *****
  

• Initial Complaint

  Date:01/24/2023

  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.

  An Arcadia salesperson came into my apartment building and began knocking door to door. I answered and saw a man dressed in Arcadia garb. I vaguely knew the name of the company so decided to hear him out. Biggest and most embarrassing mistake ever. I listened to him and got lost in all the talk of money savings and solar energy. After ranting for a while, I was aggressively pressed into sharing my bill and account numbers for all my utilities. I was then unknowingly signed up for multiple services i did not want. This is unacceptable behavior from a business.

  Business Response

  Date: 02/22/2023

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

  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 electric bill. There are no sign-up or cancellation fees. The process to receive savings on their monthly electric 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 ******* 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.
  

  ******** Arcadia account was set up and canceled following their request on the same day, 1/24/2023. They are not and will not be enrolled in Community Solar 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.

• Initial Complaint

  Date:01/18/2023

  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.

  In October i filed to deactivate my account with Arcadia.I could not continue paying on the 17th of each month, because of my financial situation.I had thought deactivating my account would stop them from charging me, but on November 17, 2022 i was charged.I called the customer support and they told me that it takes 180 days for the account to be closed. I told them my issue and the representative told me they could take my bank information off the account so i will not be charged in December. As the representative stated, i did not get charged in December. Come January 17th, 2023 yhey charged me again. I did not have the money in my account causing me to have a 500ish overdraft.How can they go back on there word?I called to talk about the issue on January 18, 2023, but the Representative this time gave a different answer. I asked to talk to the supervisor so we could review the transcript from the November call and was told i would get a call back.They did not call me back.

  Business Response

  Date: 02/09/2023

  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 status and billing. 
  

  ***** signed up for Arcadia on 08/08/2020 and enrolled in our Auto-Pay program for a previous address at **************************, Middletown, RI ******* on 08/11/2020. They enrolled in Auto-Pay for their current address at ***************************, Middletown, RI ********** on 10/21/2020. Through our Auto-Pay program, their ******************* bills are set to be paid through Arcadia.
  

  Community Solar credits, from ****** participation in Arcadias Community Solar program on the ************* 2 Solar project, began applying to their ************ Energy bills on 06/18/2021. This reduces the displayed amount of their ************ Energy bills. 
  

  Through Community Solar with Arcadia, ***** keeps 10% of the total Community Solar generated while the remaining 90% portion is shared back with the Community Solar farm for maintenance and upkeep, and is thus billed back through Arcadia. 
  

  Community Solar cancellation takes a period of 180 days to complete because this requires action from their utility company to fully process. During the cancellation process, Arcadias Auto-Pay needs to remain in place to continue the management of Community Solar savings on a members account. 
  

  According to our communications history, ***** had requested to end their Auto-Pay enrollment and remove their payment method in November but it was explained that this was not possible during the 180 day Community Solar cancellation period. 
  

  On 01/20/2023, a call back to ***** from an Arcadia manager was attempted. This attempt was not answered so the manager left ***** a voicemail message. On 01/24/2023, ***** reached back out to Arcadia. Their conversation with an Arcadia manager was able to occur. The Arcadia manager addressed ****** concerns about their latest bills, including the fact that the bill for December 2022 was issued late which caused two months worth of charges to be issued in January. 
  

  The manager explained that ****** payment method would need to remain on file while enrolled in our Auto-Pay program and Community Solar program during the 180 day account cancellation period. 
  

  However, ****** Arcadia account has been closed as of 02/02/2023 due to payments that declined on their account. As a payment was unable to be withdrawn, the account needed to be closed prior to the completion of the 180 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 5pm EST, Mondays through Fridays.

• Initial Complaint

  Date:12/27/2022

  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.

  On December 16, 2022, I was charged $409.72 for my electric service after Arcadia didn't pay my electric bill for two months, even though I was on automatic debit with their company, and there is absolutely no reason this should have happened. Paying this amount brought my bill completely current with ******, who is my electric company. Despite this, Arcadia charged me $380.11 on December 22. I called ****** on December 27, who confirmed that I did not owe them any money, that my account was totally up-to-date and paid in full, and that they had not sent out any bill for $380.11. I informed Arcadia of this, also on December 27. The customer service representative at Arcadia seemed more interested in arguing with me than fixing their colossal screw-up. I asked to speak to a manager, but was told that they had no managers available. I told the customer service representative that I owed ****** no money, and that ****** was not requiring any payment on my account. Again, the customer service representative was combative, argumentative, and totally unhelpful. The customer representative just told me they would "look into it" and e-mail me within 48 hours. This is completely unacceptable behavior. I was overcharged $380.11 for a bill that didn't even exist.

  Business Response

  Date: 01/20/2023

  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 November and December Arcadia statements in light of their recent irregular billing timeline.
  

  ******* signed up for Arcadia on 06/11/2019 and enrolled in our Auto-Pay program for a previous address on 06/14/2019 which they later moved from, and for ***************** on 04/06/2020. Through Auto-Pay, their ****** bills are set to be paid through Arcadia.
  

  Community Solar credits, from *******s participation in Arcadias Community Solar program on the Iroquois Solar project, began applying to their ****** bills on 02/17/2021 as Off-site Gen kWh values equal to 100% of their solar subscription production. This reduces the displayed amount of their ****** bills. 
  

  Through Community Solar with Arcadia, ******* keeps 10% of the total Community Solar generated while the remaining 90% portion is shared back with the Community Solar farm for maintenance and upkeep, and is thus billed back through Arcadia. 
  

  In order to manage *******s ****** bill payments through our Auto-Pay program, we depend on receiving the corresponding ****** bill to manage the correct charges. Due to a delay in us receiving the ****** billing information to create *******s statement in November, the statement was not issued at the expected time. This was due to ****** updates to their billing process and communication. 
  

  Once access to the management of their ****** bills was restored, we issued two statements on 12/22/2022 for their November and December ****** bills which resulted in an overcharged value of $334.61. The past due value from their November bill ($97.32) was included in the total value due on their December bill ($334.61). The December ****** total of $334.61 was charged twice through Arcadia when it only should have been charged once. 
  

  Michaels additional direct payment to ****** had not been communicated to our Arcadia Member Experience team prior to our corresponding withdrawal. As we had not been aware of that direct payment, our charge still occurred as usual. This direct payment along with the double paid $334.61 value were sent to ****** to post to ******** account which resulted in a credit balance with ****** which will apply to future billing.
  

  ******* spoke over the phone with representatives on 12/20/2022 and 12/27/2022.
  

  The conversation on 12/20/2022 was to discuss the fact that a past due notice had been sent to ******* for nonpayment of the November ****** bill. They also requested to initiate cancellation at that time. 
  

  The conversation on 12/27/2022 was regarding the duplicate payment to ****** - once directly from ******* to ****** and once through the Arcadia Auto-Pay program. ******** account was escalated to a manager as requested at that time for a call back. The manager attempted to call ******* but was unable to connect over the phone. Instead, an email communication was sent to explain that the second payment of $334.61 to ****** had already been submitted, so a refund was not possible. However, we anticipated that as of 12/28/2022, they should see that second payment posted to their ****** account and could request that the resulting credit balance is refunded.
  

  We are sorry to hear that ******** experience with our Member Experience team left them feeling unassisted. They were escalated to a supervisor at the time of their request to explain the recent billing and the method by which they would be able to receive the overpaid value from ****** directly in their case. 
  

  Including the resulting account credit balance with ************************ Arcadia charges are less overall than they would have been with ****** directly because of the application of their *********************** credits. 
  

  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: 01/27/2023

  [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:
  
  The customer service person I spoke to was argumentative and hostle.  They didn't help, but instead insisted the charges were correct and I should just accept them..  Their unwillingness to help resulted in my monthly budget being totally wrecked for no good reason.  I simply need them to cancel this account as fast as possible.

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

  Business Response

  Date: 02/09/2023

  Thank you for bringing ******** response to our attention. We hope that we are able to address their persisting concerns. 
  

  We are sorry to hear of the quality of *******s interaction with our Member Experience team. While the agent accurately advised that ******** payment had already occurred and that a refund was not possible, the delivery of that information should have occurred in a professional manner. 
  

  The excess Ameren credit balance from ******** overpayment in December has resulted in ******* having a $0 bill in January. 
  

  ******** Arcadia account is in the process of cancellation as of 12/20/2022. As the Community Solar cancellation process takes 90 days to complete, the payment of their Ameren bills will still be managed through Arcadia in the meantime.
  

  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: 03/14/2023

  [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:
  
  This does not address my complaint.

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

  Customer Answer

  Date: 03/21/2023

  [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 asked this company to close my account in December 2022 after they double charged me, caused me late payments, and completely messed up my electric account that they were supposed to be paying through their service. They said that it would be closed within ninety days. Then they offered me a "credit" of $75 to make up for the problems they caused and said they would put in the cancellation request as soon as they could. In February, they again, despite my clearly telling them not to, attempted to pay my bill, with the phony "credit" they lied about giving me, but then claimed that the payment method was declined. There was absolutely nothing wrong with the payment method and no reason it would have been declined. Once again, they caused me a late payment with their lies and scams. I have no idea what scam this company is attempting to pull on me now, but I simply need this company to cancel the account I have with them, so my electric bill will stop getting messed up every single month.

  Cancel my account, give me the promised credit
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/29/2023

  Thank you for bringing *******’s response to our attention. We hope that we are able to address their persisting concerns. 
  

  The 90 day cancellation period for Community Solar was started as requested following *******’s cancellation request on 12/20/2022. 
  

  Starting with an Arcadia payment attempt on 2/17/2023, Arcadia received declined payments from *******’s payment method on file with a message indicating that authorization had been revoked for payments. 
  

  As a result, Arcadia was unable to withdraw the funds necessary for *******’s automatic payment of their ****** billing. Arcadia attempted this withdrawal five times. After each of those five declined payments, Arcadia sent ******* an email notification advising that a payment method update was necessary to manage automatic payments on their Arcadia account up through the completion of their 90 day cancellation period. This requested action was not taken.
  

  The $75 Arcadia credit that had been offered was applied to the payment attempt that started on 2/17/2023 to reduce their charges from $249.38 to $174.38. Because the Arcadia payment was not permitted through *******’s card, the Arcadia payment was not managed to ****** and their Arcadia account was closed prior to the completion of the 90 day cancellation period due to non-payment as of 3/3/2023. 
  

  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.
  

  
  

  Customer Answer

  Date: 04/04/2023

  [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 was never anything wrong with the payment method.  The only thing that prevented the payment was their own incompetence.
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid Arcadia $619 in the month of November. They took the money directly out of our bank account with no explanation for the higher charges other than blaming it on the electric company, which wasn't true. I called them to get an answer as to why this was so high given our electric bill was only $43 that month. They said we had bought additional "solar credits" that would be used towards future bills and that our bills over the next few months would likely be under $100. Now this month our bill with Arcadia is over $300 while our electric bill was only $233, $44 of which is an overdue balance because Arcadia did not pay the previous bill though they are contractually obligated too. We have created spreadsheets and compared the amount of money we've paid Arcadia to the amount we've been charged by our electric company and the amount they have been paid and we have paid Arcadia almost $1000 more than our bills were. I have made countless attempts to resolve this with Arcadia. I asked them to refund my money and cancel my account so I could pay my electric bill myself. They are obfuscating and lying, I believe their practices to be fraudulent and unethical. I have tried to cancel my account with them, but they state it will take 90 days. I cannot afford to hemorrhage any more money than I already have plus risk my power getting shut off because they are falsely advertising their services. Please help!

  Business Response

  Date: 12/23/2022

  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 ******s Arcadia statements and Community Solar billing.
  
  ****** signed up for Arcadia on 03/17/2019 and enrolled in our Auto-Pay program for ***************************** Peoria, IL ********* on 06/26/2019. Through Auto-Pay, their ****** bills are set to be paid through Arcadia. Later, they moved to ***************************** Peoria, IL ******* where their Arcadia Auto-Pay enrollment continued for that address as of 07/20/2020.
  

  Community Solar credits, from ******s participation in Arcadias Community Solar program on the ******** * solar project, began applying to their ****** bills on 07/07/2022 as Off-site Gen kWh values equal to 100% of their solar subscription production. This reduces the displayed amount of their Ameren bills. 
  

  Through Community Solar with Arcadia, ****** keeps 10% of the total Community Solar savings generated while the remaining 90% portion is shared back with the Community Solar farm for maintenance and upkeep, and is thus billed back through Arcadia. 
  

  In the case that their Community Solar credit value exceeds new current charges with the utility, 90% of the total Community Solar credit is still shared back with the solar farm in real time. A credit balance would also accumulate on their Ameren account which would reduce the amount of the following bill.
  

  On 11/3/2022, ******s Arcadia statement was issued corresponding with an Ameren rebill that was issued on 10/26/2022. This Ameren rebill included a larger amount of Community Solar credits than usual due to the longer time period that was covered by that statement, 05/04/2022 - 10/03/2022. The rebill was necessary because only a portion of the associated Community Solar credit values had been included on their bills over that time period previously. 
  

  At the time, our Member Accounts team was able to view only partial details of ******* ****** bill due to ****** system updates. Using the available information, $619.84 was billed. This corresponded with the 90% portion of the total Off-site Gen *** amount listed on their Ameren rebill dated 05/04/2022 - 10/03/2022. 
  

  However, this included part of an Off-site Gen kWh value that had already been handled through previous statements. As a result, a total of $284.87 was double charged. Our Member Accounts team issued a partial refund of $284.87 after discovering this error. 
  

  In total, only a remaining amount of $319.28 was actually owed back to the solar farm. This is the value that should have been charged for their 11/03/2022 Arcadia statement. 
  

  An email has been sent by our billing team on 12/21/2022 to confirm that their refund of $284.87 had been processed as of 12/21/2022, with an estimated arrival within 7-10 business days to their payment method on file. 
  

  The payment of their 11/04/2022 ****** bill covering the service period 10/03/2022 - 11/01/2022 was not managed through our system as usual. Our team has credited their pending Arcadia statement $40 to cover the late fee incurred. Their pending Arcadia statement includes both their current and past balance to ensure it is paid in full.
  

  As of a phone call on 12/13/2022, ******s account cancellation process began. For members enrolled in Community Solar in Illinois, the cancellation process takes a period of 90 days to complete. This is due to the administrative process required to complete Community Solar cancellation.
  

  Our Member Experience team has reached out to ****** over email to explain their recent billing, refund, and account status as well. 
  

  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:12/05/2022

  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 almost subscribed to these guys because the rep lied and said she was from ******** ****. She wasn't. She was from this company, and after I looked it up, I found out it can raise your power bill a lot of the time. Their salespeople misrepresent and lie about where they're from.

  Business Response

  Date: 12/12/2022

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

  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 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. We have escalated this sales feedback to the appropriate party.
  

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