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:11/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made my electric bill payment with ***** which shows a $0 balance. I see in my banking account that they have took a payment of $127 out of my account. I called Arcadia and mentioned to them that my ***** bill was already paid and that I would like a refund of my money. They told me that I needed to call pepco. I called ***** and they told me that Arcadia doesn't sent them payments and that the will send them a statement of payment due. I also called my bank which told me that I would have to call them. I have cancelled my service to them come to find out that I was on a waitlist to get credits and was never told that in the beginning.

  Business Response

  Date: 11/23/2022

  Thank you for bringing *****s concern to our attention. We completely understand and appreciate their concerns surrounding the payment of her utility bill. 
  
  ***** started sign up for Arcadia on October, 5th, 2022. On 10/12/22 *****s Auto-Pay enrollment was completed, meaning they had successfully connected their utility account and added a valid method of payment to Arcadia. Doing so, enables Arcadia to manage and pay our members utility bills. Once the Auto-Pay activation was completed, they received an email notification that Auto-Pay was activated in their account. This notification includes a reminder to all members to turn off their autopay with their utility, as Arcadia will be paying their utility bill directly.
  

  On 10/28/22 PEPCO issued their bill for the month of October. On 10/29/22 we issued their Arcadia statement for their PEPCO charges and they received an email from Arcadia notifying them of their new statement and the date they would be billed. 
  
  Arcadia processes all utility bills 3 days after issuing the new bill. We do this in order to ensure that the utilities receives our members payments in time, in order to avoid late fees and the like. We attempted to make a payment to the utility by charging their method of payment on file on: 11/02/22, 11/05/22 and 11/08/22. We typically make 5 attempts to guarantee that a members bill is paid and received on time by their utility. On 11/11/22, the payment was processed successfully through Arcadia and on 11/14/22 the payment posted their ***** Utility Account. 
  
  ***** contacted us on 11/14/22 and on 11/15/22 regarding the double payment of their PEPCO Bill and requesting a refund. The agents who assisted ***** correctly explained that we cannot issue a refund as the funds were sent and the payment posted to PEPCO on 11/14/22. We assured them that the double payment will result in a credit on their following PEPCO utility bill and that they could also try contacting PEPCO to inquire into if an immediate refund is possible. On 11/15/22 they requested a call back from a supervisor. A supervisor followed up and an agent left ***** a voicemail that afternoon.
  
  At the time of the members cancellation they were waitlisted on a Community Solar project. Meaning that as soon as a spot on that project opened, they would be enrolled and would then begin to receive solar credits shortly after off of their utility bill. Enrollment to a Community Solar Project typically takes some time, as there is a lot of work on the backend to guarantee a proper placement for each member. No member is guaranteed immediate savings, as we must first connect them to a Community Solar Project.
  

  Once they have been connected and are waitlisted, they could expect to be enrolled into the project shortly. Had this member waited a little longer, they would have been fully enrolled into the project they were waitlisted under and would have begun to see credits added to their monthly utility bill. Members are notified that credits begin to appear on their bill a month after their project has been activated. We also inform each member that it can take a full billing cycle before the credits appear on their bill.
  
  We hope that the above was helpful in understanding how billing and Community Solar timelines work 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:11/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arcadia billed me incorrectly and when I disputed the charge, apparently canceled my account without informing me. Now I don't even have access to my electricity account with ******** **** because they didn't change the email back from an Arcadia email. They also never sent me the $50 **** card which was a promo offer. A customer service agent just hung up on me. Terrible service!

  Business Response

  Date: 11/23/2022

  Thank you for bringing ******'s complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on how Arcadia dispute processes and account cancellation work. 
  
  ****** has been an Arcadia member and enrolled in our Auto-Pay program since December of 2018, and has been receiving savings through our Community Solar program since June of 2019.
  
  Their account is closed as of 9/6/2022 following a payment dispute that was opened regarding the 8/28/2022 statement for the account. The account was set up under a $15 ****** gift card offer which was sent to ****** on 3/25/2020. 
  
  When a payment is disputed, it is Arcadia's process to close the account associated with it to prevent any future charges. Their Arcadia account was closed on 9/6/2022 as a result and a confirmation email was sent for their reference at that time. The dispute goes to the bank to decide on the resolution of the dispute and this can take several months. 
  
  We do place the members email address back on file for the ******** **** profile at the time of account closure, but if confirmation actions are not taken on the utility profile, the email on file may revert back to the Arcadia email.
  
  At the time of Arcadia account closure, our access to the ******** **** profile is removed. This means that when a member contacts Arcadia's Member Experience team after the point of account closure, we are unable to access the utility profile to make any changes. 
  
  In this case, we recommend that members contact their utility provider directly for assistance in updating the information on the online utility profile. This was advised in the recent customer service experience in question on 11/7/22. 
  
  Regarding the phone call on 11/7/22, the agent has indicated that ****** used inappropriate language and was advised that the call would need to be ended if this was not resolved. It is for this reason that the agent had to end the call. 
  
  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:11/07/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was signed into the community solar program by Arcadia by a scam scheme. They sent me an email that you are being enrolled into this program and you have to send an "opt out" message, if you don't want to enroll. This email was sent to my SPAM and I didn't even see it. I didn't sign on any form. I was also enrolled into automatic payment program and didn't check into my monthly bills regularly. However, on September 5th, I found that I have been charged an excessively higher amount ($105.31), whereas my Utility company ******** **** bill was only $39.81. I called the Arcadia company, I was told that it will be adjusted next month, so I saw a credit of - $71.45 on ******** **** bill with $0.00 payment due. However, Arcadia charged me again $47.20 in October, whereas, ******** **** account was showing me a credit of - $84.08. All of a sudden, in November, ******** showed me a charge of $123.66, which included $39.99 for delivery and supply charges and adjustment of those credit charges of $83.67. These charges are not transparent and kind of part of cheating scam. As per my Energy usage, I used only 121 Kwh in September, 110 kwh in October and 182 kwh in November and ******** **** supply charges were supposed to be $39.81, $37.46 and $39.99, respectively. Whereas, Arcadia charged my $105.31 in September, $47.20 in October and $39.58 in November. Therefore, I need a refund of $74.83. I request BBB to please help me get me refund of $74.83 and help me cancellation of their services immediately. I requested for cancellation on September 5th and they have not cancelled my service as yet. Please help me to cancel the services immediately so that I can be stopped from their cheating and scam scheme next month.

  Business Response

  Date: 11/23/2022

  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 how Arcadia Community Solar billing works. 
  
  This member initially started enrollment in December 2017 and proceeded with completing Auto-pay enrollment on 4/23/2020 by connecting their utility credentials and payment method. Shri chatted with an Arcadia agent on 4/23/2020 and the agent confirmed with **** that they were all set on Auto-Pay.
  
  From there, we began managing their ******** **** bill payments through our Auto-Pay program, and they were later enrolled in our Community Solar program for savings on their monthly billing in June of 2021. We have attached the corresponding Community Distributed Generation Disclosure Form and Community Distributed Generation Credit Sale and Purchase Agreement agreed to electronically 01/28/2021 by *****************

  It appears that ******’s Community Solar credits on their ******** **** utility bills had exceeded the value of new usage charges for their account over the summer, which resulted in a credit balance with their utility carrying over to future billing. The Community Solar credits **** received on their ******** **** bills from Arcadia are titled Transfer Credit/Charges and **** gets to keep 5% of the total credits, while Arcadia has to bill back for 95% of the credits, as they go to the solar developer. 
  
  However, this member received a positive Transfer Charge from the Community Solar farm on their 11/1/2022 utility bill, which is an unusual experience. This has occurred because of the excess credit applied to their utility account over time. This prevents a continued excess credit value, and brings their utility account balance back to $0. The credit balance owed to **** was $84.08.
  
  ****'s Arcadia account has been closed since 11/10/2022 due to a disputed payment on the account. A refund for $84.08 has been submitted as of 11/22/2022 through Arcadia to ensure that **** receives that additional charge back with no additional charges on their Arcadia account. 
  
  Should **** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 5pm EST, Mondays through Fridays.

  Customer Answer

  Date: 11/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  Thanks BBB for your help in resolving the matter!

  I don't completely agree with Arcadia comments. I was enrolled into the solar program by a proxy email message stating that if you don't want to enroll, you should send a message to "Opt out". It was a kind of trapping technique into the solar program. I had even requested to cancel the service on December 9, 2021, but was never cancelled until this month.  
  
  Anyway, I am being refunded the amount of $84.08 with your help with reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Thanks again for your great help!
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to cancel this account through Arcadia for months. They told us that although the credit card charge (which is $165 a month) says Arcadia on it, it’s a sister company charging us and they don’t know which one. We have tried several times to cancel this account, which we didn’t know would charge us at all let alone so much. They are taking our money without permission and they make it difficult to cancel on purpose. Their services did nothing at all.

  Business Response

  Date: 11/15/2022

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

  ******** enrolled with Arcadia on 4/27/2022 through the online signup funnel, by connecting their utility online profile and payment method. On 5/18/2022, they received a confirmation email from Arcadia confirming they are all set on Auto-Pay. From that point forward, all new ************* & ******** bills of ********'s were set to be managed through our Auto-Pay program. ********'s membership with Arcadia is free and there have been no additional charges added on top of their ************* & ******** bills which have been processed through Arcadia. More information about our Auto-Pay program can be found on our *************** **********************************************************************************
  
  

  Starting on 9/17/2022, ******** was enrolled in our Community Solar program on the ****** ****** * project. Through Community Solar, a dollar value credit is applied to ********'s ************* & ******** bill from the production of the project. ******** keeps a 5% portion of that value as their savings. This has occurred on one billing statement so far. More information about Community Solar can be found here: ****************************************************************************************************- 
  

  Cancellation has not yet been requested from the email address on file for ********'s Arcadia account (***************************) or directly over the phone. This is the reason that the cancellation process has not started for them. Once we receive a request using one of those methods, we will be able to work with them to handle their request.
  

  It looks like we may have received a cancellation request from an email address that is not on file for their account. Our team followed up over ************************ to confirm whether to start the cancellation process but we have not yet received a reply to confirm. 
  

  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:10/25/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been an Arcadia Power customer since 2014 when I started participating in the Community Solar program. This is a leasing program where customers pay a lump sum up front then receive credits according to how much power those panels produce over the period of an agreed upon lease time frame. I have two leases that were recently changed without my knowledge such that monthly solar credits went from around $40-$50+ per month to around $13. The drop started in the August power bill. According to Arcadia's explanations to me via email and on the phone, this change was due to Arcadia "sunsetting" the programs I was on and revamping how solar credits were applied to my leases. The change did *not* come from panels producing far less electricity. The result of this change is that my two leases' monthly payback drops significantly. I proposed that they accelerate their new payback scheme such that it more accurately reflects my original lease dates. Their response was to post a legal agreement "signed" on 11-29-2019 for the community solar program on my account. I wasn't aware of this agreement until they pointed it out to me in their response to me today. I would like Arcadia to either refund the money due me, which they have calculated at $1119.72, or accelerate their payback to more accurately reflect the actual leases. Here are details from Arcadia's correspondence to me which I can forward to you: Arcadia leases due me still $1,119.72 from two projects: 1) ***** **** lease expiring in 2-1-2024: 7 panels where I prepaid $2,275, lease started 2-1-2017; 2) ******* **** expiring in 11-1-29.: 4 panels where I prepaid $400, lease started 11-1-2019 Arcadia's proposed $13.02 per month repayment puts me at 1-1-2030 for full repayment: $1119.72 / $13.02 = 86 payments starting in 11-1-2022, ending 1-1-2030

  Business Response

  Date: 11/15/2022

  Thank you for bringing *****'s complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on our ********** Community Solar program. 
  
  ***** started their sign-up with Arcadia on 3/29/2016 and later enrolled on two ********** Community Solar projects, the ***** **** project starting 2/1/2017 and the ******* **** project starting 11/1/2019. Through our ********** Community Solar program, an upfront fee is paid for each panel subscription. Then, savings credits were earned each month based on the production of the solar panels. This means that credits were higher in summer months and lower in the winter months. *********************************************************************  
  
  When our team ended the ********** Community Solar program, we wanted to make sure that members still received those anticipated savings back over time. This is operating through a fixed monthly credit calculated to be the anticipated remaining savings for both projects combined, divided evenly through the payback period.
  
  *****'s situation is unique because the two projects had differing end dates. This means that the total savings owed back to ***** comes out to $13.02 per month until applied in full. Currently, a remaining $1,106.70 is set to be applied to their account in $13.02 increments. 
  
  Previously, the ***** **** project accounted for the majority of each monthly credit because there were 7 panel subscriptions to that project. For example, they had a total of $45.35 credited through ********** Community Solar for July 2022 and $39.14 of that value was from the ***** **** project. Because ***** ****s anticipated end of project date had been 2/1/2024, but our payback period is until 2030, the remaining anticipated value is being applied over a longer time period than originally anticipated. However, that full value will still be returned over time, until the end of the subscription term for the ******* **** project. 
  
  Further, we have verified with our team that the monthly credit value of $13.02 assigned for application to their account is accurate for the subscription that had been in place. 
  
  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 5pm EST, Mondays through Fridays.

  Business Response

  Date: 12/02/2022

  Thank you for bringing ****** response to our attention. We hope that we are able to continue to provide an appropriate resolution.
  

  The process of returning the ********* Community Solar credit value for ****** active Arcadia account is set to credit ****** account in the amount of $13.02 monthly through 2030. We will not be able to change the monthly payback amount or period, but ***** can rest assured that the value will be returned over time in that manner. 
  

  One alternative option would be a refund for the total difference between the cost of ******’s Community Solar subscriptions with Arcadia and the solar credits earned and applied so far. ***** subscribed to the ********* Community Solar program at a cost of $100/panel, with the expected return being $1/month per panel. 
  

  With this in mind, our billing team has calculated the amount for that total refund to be $1791.03. If chosen, the monthly $13.02 credits would cease and the $1791.03 value would be refunded immediately instead. This option can be requested via email or phone with our Member Experience team. Please know, if ***** reaches out at a later date for this refund, the refund total will be different as they will continue to receive the monthly credit until/if they decide they would prefer the immediate refund.
  

  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: 12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the alternative proposed is satisfactory to me: 

  "One alternative option would be a refund for the total difference between the cost of *****’s Community Solar subscriptions with Arcadia and the solar credits earned and applied so far...our billing team has calculated the amount for that total refund to be $1791.03. If chosen, the monthly $13.02 credits would cease and the $1791.03 value would be refunded immediately instead. This option can be requested via email or phone with our Member Experience team..."

  To that end, I've emailed [email protected] with this request today, 12-6-22, with a copy of the BBB's letter containing this offer: 

  " --------- Forwarded message ---------
  From: ********************* <*********************>
  Date: Tue, Dec 6, 2022 at 7:51 AM
  Subject: Request for Community Solar Refund and Withdrawl from that program
  To: Arcadia Power <[email protected]>
  
  Hello!
  
  I request a full refund of remaining $1791.03 credits from the Community Solar program along with a withdrawal from that program.
  
  Please let me know when I can expect to see the credit on my credit card.
  
  I have attached this Arcadia offer which was extended through a complaint moderated by the Better Business Bureau.
  
  *********************
  ************
  ---
  

  Thank you for moderating this complaint. With my income drop these last few years, every dollar counts.
  
  *********************
  

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Arcadia last summer when someone came to my door explaining about the service. I had used them years ago and had had no issues. But they seem to have changed. They changed my email address with ******** **** and I never stopped being billed by ** so I ended being double charged for my electricity. When I asked them to cancel it didn’t and they told me it takes 90 days to cancel and after those 90 days I would stop being charged. I’m a single mom and I cannot afford to pay double for one bill This is the 2nd time they have caused my bank account to go negative and I am fed up.

  Business Response

  Date: 10/31/2022

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

  ******'s Auto-Pay enrollment with Arcadia was completed on 8/3/21. On this date, we sent ****** an email titled “You’re all set with auto-pay”. This email was not opened by ******, but it included several key statements surrounding billing, which should mitigate confusion. Most notably, the email stated the following action items: Pay any remaining balance on your ******** **** ** account, cancel automatic payments with ******** **** ** if you have them turned on, and please don’t change the billing email on your ******** **** ** account.
  
  A unique Arcadia email is placed on file within a member’s utility online account to ensure the utility’s e-bills are directed to Arcadia. Arcadia's Auto-Pay system is automated to send out a member’s Arcadia clean energy statement as soon as we receive their monthly charges from their utility. Their monthly automatic payment will always occur 3 days after the billing date. You may learn more about our Auto-Pay program here: ********************************************************************************************************************** 
  
  If a member also pays their utility directly for the same utility bill processed through Arcadia, this results in a credit off of the next month’s bill. The credit amount equals the amount “double-paid” from the month before. However, ****** is only being billed once through Arcadia for their utility charge.
  
  ****** is also enrolled in our Community Solar program. Community Solar enables members to support local solar and receive a monthly solar savings off of their utility bill. This program has no additional fees and is simply a financial and environmental benefit. You may learn more about our Community Solar program here: ****************************************************************
  
  ****** was officially enrolled in Community Solar on 3/7/22. They agreed to the Community Solar subscription agreement, which states that Community Solar cancellation takes 90 days. This agreement is attached below and you may also view our New York Community Solar cancellation timeline on our support site here: ******************************************************************************************************************************. 
  
  ****** requested cancellation of their account on 8/4/22 via email. An Arcadia representative replied via email on 8/11/22 attempting to save ****** from canceling. ****** did not reply and we initiated the Community Solar cancellation process on 8/12/22. With the Community Solar cancellation terms in mind, ******’s account will be closed around 11/12/22.
  
  Should ****** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at (866) 526-0083 between 9am and 5pm EST, Mondays through Fridays.

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled my account on 09/08. Had a credit to my ****** power bill of around $170. Was billed and charged by Arcadia for $124 for "solar power" despite having an credit from ******, who provides the actual power/gas. Service dates for both Arcadia and ****** are from 08/17/22 - 09/18-22.Difficulty getting in touch with company via phone. Can leave a message only. Emailed customer support with as of this time no reply.

  Business Response

  Date: 10/13/2022

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

  ***** signed up with Arcadia on 9/5/19 and their Community Solar enrollment was completed on 9/21/20. ***** then began receiving Community Solar off of their ****** bill 9/22/20. 
  

  Through our Community Solar program, we connect members to a local Community Solar farm which will support the development of renewable energy in their area, and allow them to see the benefits of solar savings without installing their own panels or equipment. This program is a completely free benefit of  membership -- no upfront cost, no credit check, and no cancellation fee.
  

  Once a member is connected to a project and the project starts producing energy, a member will start seeing savings on their ****** bill every month for as long as they are with us, up to 15 years. Each Arcadia member participating in the program will receive 10% of the total solar savings applied to their ****** bill. The remaining 90% of the savings generated will be used to maintain and continue the solar project, so are sent back to the solar developer. For more information on ******** Shines Community Solar please follow this link: ***********************************************************************************************  
  

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

  If ***** looks at their bills with ****** since enrollment in Community Solar, they can find a line item titled Off Site Generation under their supply charges. This value represents the amount of energy produced by their Community Solar subscription. Because this value is always negative, it lowers the amount of their overall bill with ******. In September, it lowered their ****** bill by a total of $138.85. 
  

  They get to keep 10% of the total *********************** applied to their ****** bill, which was $13.88 in September. The remaining 90% of the total ***********************, $124.97, are allocated towards maintaining and operating the local solar project so is what is billed back to ***** through Arcadia, as it is not their portion of the savings to keep.
  

  ***** reached out to Arcadia via email 9/7/22 to request cancellation of their Arcadia account. An Arcadia representative replied on 9/8/22 trying to save ***** from canceling and confirmed that any payment they may have paid directly to ****** would result in a credit on their ****** account. ***** replied 9/8/22 stating they still wished to cancel. The agent replied 9/8/22 confirming we have begun the cancellation process, which takes 90 days.
  

  This 90 day cancellation process is outlined in the terms agreed to and is stated on our support site here: ******************************************************************************************************************************
  

  With this in mind, ****** Arcadia account will be closed 12/7/22. Once ***** receives an email confirmation of their Arcadia cancellation, they will go back to paying their ****** IL bill directly to Ameren.
  

  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:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been in contact with Arcadia for well over a month, about an extremely high utility bill. Once I contacted the company, I was told the bill was an error and it will be adjusted. I rescheduled my bill payment for a week later after contacting the company. That following week I still got charged the original amount of $631.83. I once again contacted the company, was told again it was an error on their part and I should not have been charged that much. Then the representative told me that I would be credited the error, and it would take effect on the following bill. Forward to the current bill, there was no such credits on it and was a complete bill. Once again, I contacted Arcadia and filed yet another complaint stating I was told I was getting credits because of the previous bill. They looked into it, saw I’ve been calling about the bill and was told she needed to get ahold of her supervisor about the issue. Later that day I received an email stating there was mention of the credits, best they could offer is a $75 credit. I called again and they looked into it to no avail. I called again two days later and they looked into the issue, saw that NO ONE put in the notes my issue, and was told there is nothing they could do because I paid the bill. The last person I talked to that told me this, put everything in my notes and I requested a call from a supervisor for today.

  Business Response

  Date: 10/13/2022

  Thank you for bringing ***** complaint to our attention. We completely appreciate their concerns surrounding their account and communication.
  

  **** received a call back from a supervisor on 10/6/22 in which we apologize for the miscommunication surrounding the adjustment of their Community Solar statement. The supervisor explained the excess credit **** has on their utility account from Community Solar and confirmed this credit balance will apply over time. It was also explained that the $75 credit balance **** has with Arcadia will apply to their statement once they have a positive utility balance with ******** **** **.
  

  The supervisor confirmed that our billing team will be manually monitoring his account to ensure their Community Solar credits are applied in increments moving forward. Our billing team reached out to **** 10/11/22 via email to confirm this monitoring will be happening. 
  

  **** confirmed with the supervisor that they would like to stay with Arcadia and understood their explanation. They also shared positive feedback surrounding their interaction with the most recent agents they had spoken to.
  

  We look forward to a positive member experience for **** moving forward and are glad they can see the positive environmental and financial benefits of Community Solar through Arcadia.
  

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

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arcadia started as a friendly company interested in helping with green energy. That was before. Now, it seems they are something else. First, I was notified a year ago, in October, that I was going to be part of a solar project. I signed the documents. In January I was notified that it will start soon - and then I never heard back again. It seems it never started, and my bills never received the promised solar credits. Second, I simply needed to change my payment method. Simple, right. Not with Arcadia. Tried to add my cart, it shows this error: Validation failed: Credit card already exists in our records. Please add other card or contact [email protected] providing this value: ****************. I did, sent the email to the address provided and received auto reply they will respond. That was over a month ago. I also sent a follow-up last week, and also reached them via *******. Arcadia never replied, and they just charged my old card again - and I was supposed to not have any new charges. Arcadia, you are just a mess, and I don't trust you really do any good to the environment. To me this company is not trustworthy. Customers, if you have the chance to read this, do not trust this company.

  Business Response

  Date: 10/14/2022

  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.
  

  **** emailed in 9/4/22 concerning the error message they received when trying to add a payment method. At that point in time, our email queues were severely backlogged, about one moment. **** replied to their original email 9/30/22, which sent their email to the bottom of the email queue. We have since implemented measures to ensure our email queue does not become backlogged again and response times are now averaging 24-48 hours.
  

  ***** email has been addressed with an explanation of the error code they received. Their preferred payment method is now on file and they received an account credit for the experience they had. 
  

  Were happy we were able to resolve ****'s concerns and thank **** for supporting clean energy through Arcadia. The Community Solar project they are connected to has recently gone live, so they can anticipate beginning to receive solar credits off of their utility bill within the next few months. 
  

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

  Customer Answer

  Date: 10/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Although I still find weird what happened. So after this complaint they were magically able to return to 24-48 hours response, from more than one month? It is really weird. Seems to me someone was not doing their job.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arcadia sent me a statement of $104 for the final 6 days in which only 132 kWh was used. That doesn't add up. My ***** bills, on average, charged approx. $14 per 100 kWh according to my billing history. 1) I requested to know exactly how much ***** charged for the Aug 8-14th dates. And how much Arcadia paid to *****. 2) I requested an explanation for the gross overcharge. For what services, above the ****************** was I paying for? I emailed these questions to Arcadia several weeks ago and they are not replying.

  Customer Answer

  Date: 10/11/2022

  From: ************************* <*****************>
  Date: Mon, Oct 10, 2022 at 1:56 PM
  Subject: Fwd: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  in regards to your complaint #********.
  To: <************@mybbb.org>
  
  
  Hi *****,
  
  Regarding Complaint ID  ********; Arcadia
  Arcadia just followed up with a response and I was issued a refund.  
  
  Thank you,
  *******