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:10/03/2022

  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 am filing a complaint against Arcadia, an energy company. They showed up at my door sometime in September/October of 2021. They pitched an initiative that would save money on my energy by using Solar. They said it would not cost me anything, they said it would save me money on my monthly bills. It's been a year and that hasn't been the case. In fact, this month my energy bill from ************ was a credit but Arcadia wants to charge me $1,721.01 I called customer service and they told me its the cost for using the solar farm where I've been assigned. When I talked to the customer rep I told them that it didn't make sense. Each of my monthly bills since i've signed up with Arcadia have been the same as ************. I have attached 2 pictures of my bills. You'll notice that they all align except for the October bill. ************ is charging me $0 based on usage and if you look at the Arcadia bill they want to charge me $1721.01. This company needs to be investigated/shutdown for fraudulent activity. I would be happy to speak with someone further and provide more details where needed.

  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 on how Community Solar billing works.
  

  ***** signed up for an Arcadia membership on 10/27/2021 and we immediately began taking over their ******** **** ** payments through our Auto-Pay billing program.

  You may find more information on our Auto-Pay billing program here: ********************************************************************************************************************* 
  
  

  At the point of signup, ***** agreed to the Community Solar agency agreement, attached below. The agreement authorizes Arcadia to enroll a member in Community Solar. The Community Solar Subscription Agreement was also signed at the point of signup, which I have attached below, along with the digital contract acceptance. The Community Solar Subscription Agreement further details our Community Solar program.
  

  ***** became officially enrolled in our Community Solar program on 8/05/2022.
  

  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 an Arcadia membership -- no upfront cost, no credit check, and no cancellation fee.
  

  Once a member is connected to a Community Solar project and the project starts producing energy, they will start seeing a solar savings on their utility bill every month for as long as you are with us, up to 25 years. Each Arcadia member participating in the program will receive 10% of the total Community Solar savings that are generated by their panel subscription and the remaining 90% of the total  Community Solar savings generated will be used to maintain and continue the project, so are sent back to the solar developer.
  

  ****** 9/27/22 ******** **** bill is their first bill with Community Solar savings. On the third page of their ******** **** statement, they will see a line item Transfer Credit/Charges, which represents their solar savings. This line item has a credit of $1,811.59, which means their ******** **** bill was reduced by $1,811.59 due to Arcadias Community Solar program. This credit would not be on their ******** **** bill if they were not enrolled in Community Solar with Arcadia.
  

  It is rare that the Community Solar credit is larger than the actual utility charge, but this is what occurred on ****** 9/27/22 bill. The credit was so large because it covered two months worth of solar generation. Typically, the credit will just apply for one months worth.
  

  When this happens, Arcadia still has to bill back for 90% of the total Community Solar credit, as it is not the members to keep. 90% of 1,811.59 is $1,721.01, which is what ****** Arcadia statement is for this month.
  

  ****** actual ******** **** utility charge was $810.87. This means that the Arcadia statement is $910.14 over what the actual utility charge is. However, ***** now has a credit balance with ******** **** of $1,001.13, which is visible on the first page of their ******** **** statement and within their ******** **** online profile. This excess credit balance reflects their overpayment of $910.14, the 10% of the total *********************** they get to keep, which was $90.58 in September, and their $0.41 paperless billing credit from ******** ****. 
  

  This excess credit balance will apply to future bills of ****** and as explained, is larger than any immediate payment greater than the actual utility charge.
  We do have an option for a member to bank credits and pay them off over-time as opposed to all at once in these scenarios. However, we can not accommodate such requests when a member has requested cancellation.
  

  ***** requested cancellation 10/6/22 via email 10/5/22 and an Arcadia representative replied 10/6/22 confirming we have begun the Community Solar cancellation process, which takes 90 days. This is outlined in the Community Solar agreement and on our support site here: *****************************************************************************************************************************- 
  

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

• Initial Complaint

  Date:09/28/2022

  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.

  Arcadia has put me in Community Solar Program/Project without my consent. This was supposed to be a savings program (at no cost to me, rather savings expected) where part of my utility would go toward solar farms for solar energy generation. This was the whole understanding to which I originally signed up for way back in 2018 & have since moved apartments and carried the service over. All along, their charges to my Credit Card were the same as what ******** **** was billing every month - So No Problem to me! However, this all changed from Nov 2021 bills, when they started showing an amount towards Community Solar Project - surprise to me! I was unaware and the program was not evident to me until some of my recent bills which did not match the amount billed by ******** ****. I contacted the company with 3 phone calls, totalling around 3 hours of conversations, but they could not convince me if they were right and honest - I still cannot process how is that a saving when my charges from Arcadia are way higher than what is being billed by ******** ****. They have over charged me a total of $1075.21 since Nov 2021 till date (Breakdown: Nov 21: $212.59; Feb 22: $118.5; Mar 22: $40.67; Apr 22: $66.39; May 22: $121.94; Jun 22: $126.36 & Sep 22: 349.88). Even if they claim and show that 10% of this amount was credited back to me as bill credit (i.e. $107.52), this still leaves $967.69 as overcharged towards the so called "Community Solar Project" (Not a saving at all, as they claim)??? Furthermore they sent me a signed contract with a last page attachment which I don't recall signing. Notice the difference of dates between the seller and my digital sign, so looks made up to me! To back this up, I found a completely blank agreement under legal document section on my Arcadia Profile - Looks shady, isn't it! Attachments arcadia-contract-standard-ma-1-1.pdf (Dashboard Copy) ******************************************************************************.pdf (Emailed Copy)

  Business Response

  Date: 10/14/2022

  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.
  

  ******** signed up with Arcadia on 8/25/2018 through the online signup funnel. During sign up they connected their ******** **** ** online utility account, added a payment method, and enrolled in Auto-Pay. Auto-Pay is Arcadias billing service where we process members utility bills through our billing system. You may find out more about Auto-Pay on our support site here: *********************************************************************************************************************
  
  

  ******** moved in the summer of 2020, transferring their Arcadia account to their new address, still with ******** **** **. We began processing ********'s ******** **** **s bills for their new address on 7/25/2020.
  

  On 1/20/2021, they agreed to the Community Shared Solar Subscription Agreement, which I have attached below. On 4/15/21 we sent ******** an email titled "Your community solar starts soon!." This email contains a copy of their Community Shared Solar Subscription Agreement and stated to reply Opt-Out by 4/17/21 if they did not want to participate in Community Solar. This email was not opened by ******** and we never received an Opt-Out reply.
  

  ******** began receiving solar savings from Arcadia's Community Solar program on their 11/15/21 ******** **** utility bill.
  

  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 on their utility bill without installing their own panels or equipment. This program is a completely free benefit of their membership-- no upfront cost, no credit check, and no cancellation fee.
  

  Once a member is connected to a solar project and the project starts producing energy, they start seeing savings on their utility bill for as long as they are with us, up to 15 years.

  Each Arcadia member participating in the program receives 10% of the total solar savings applied to their utility bill. The remaining 90% of the total solar savings applied to their utility bill goes to the solar developer to maintain the solar farm.
  

  The Community Solar line item ******** sees on their Arcadia statement represents the 90% of the total Community Solar savings applied to their ******** **** bill. As mentioned, they get to keep 10% of the savings and the other 90% goes to the solar developer. It is Arcadias responsibility to bill back for 90% of the total solar credit and deliver it to the developer.
  

  ******** can view the total solar savings on their ******** **** bills. The solar credit is titled Transfer Credit/Charges and can typically be found on the last page of their ******** **** bill. These credits are only on their ******** **** bills due to their enrollment in Community Solar through Arcadia. If they are to look at their ******** **** bills prior to Community Solar enrollment, they would notice they have no such credits applied.
  

  ******** requested cancellation of their Arcadia account on 9/28/22 after speaking to a supervisor. They were advised of the 180 day Community Solar cancel period they agreed to within the Community Solar Subscription Agreement. This is also noted on our support site here: *********************************************************************************************************************************** 
  

  However, we waived the cancel period for ******** and closed their account immediately on 9/29/22. 
  

  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:09/28/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for this service in February 2022 and was told that I will not be paying more. However, Arcadia did indeed charge me more than what ***** was charging. When reaching out to customer service at Arcadia, I was not given any explanation on why Arcadia is charging more than *****. All anyone would do is focus on the 10% credit that I was being given. But I was still being charged way more by Arcadia after the credit, than what ***** was actually billing me. I will provide all bills as needed, however Arcadia has all of my ***** bills as Ive sent that to them multiple times.

  Business Response

  Date: 10/12/2022

  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 an Arcadia membership and Community Solar billing works.
  

  ****** first signed up with Arcadia on 2/7/22 and we began managing their ***** bills 2/22/22 through our Auto-Pay program. You may learn more about our Auto-Pay program here: **********************************************************************************
  

  ****** also agreed to Arcadias Community Solar Subscription Agreement on 2/14/22, which explains our Community Solar program. I have attached the Community Solar Subscription Agreement below and you can also view more information on how Community Solar works in ******** on our support site here: ***************************************************************************************************** 
  

  ****** also agreed to the ******** **************** Solar Disclosure Form on 4/13/22, which I have also attached below and additionally explains how Community Solar works.
  

  ****** was officially enrolled in a Community Solar project on 5/19/22 and began receiving *********************** on their 6/21/22 ***** bill.
  

  Through our Community Solar program, ****** received solar savings directly off of their ***** bill. This program is a savings program with no additional fees involved. The solar credit can be viewed on the second page of ******* ***** bills under RENEWABLE COMMUNITY SUPPLY DETAILS.
  

  Of the total solar savings applied to ******* ***** bill, ****** gets to keep 10% and the remaining 90% goes to the solar developer, to maintain the solar farm. 
  

  ******* total solar savings on their July, August, and September bills were larger than their actual ***** utility charges.
  

  It is rare that the Community Solar credit is larger than the actual utility charge, but when this happens, Arcadia still needs to bill the member back for 90% of the Community Solar credit. This means the Arcadia charge could be higher than the actual utility charge. However, when this occurs, the member receives an excess credit on their ***** account which covers the overpayment and also includes the 10% portion of the total Community Solar credit they get to keep.
  

  ****** paid and excess of $75.28 to Arcadia for their July, August, and September bills. However, as displayed on ******* September ***** bill, they have an excess credit balance of $97.74. This accounts for the overpayment and the 10% ***********************.
  

  This excess credit will apply to the next several ***** bills of *******. I have attached ******* ***** detailed bill below, which displays their actual ***** utility charge, the Community Solar credit, and the excess credit leftover with *****.
  

  ****** decided to cancel their Arcadia account and while they agreed to the 90 day Community Solar cancellation process, we waived this cancellation period for them and closed their account immediately on 10/3/22. The cancellation terms can also be found on our support site here: ******************************************************************************************************************************
  
  

  ****** will have no further payments processed through Arcadia.
  

  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: 10/20/2022

  While they actually waited about 30 days to waive the 90 day cancellation policy, they did indeed close my account. How they use the word savings is not aligned with how the average person uses the word, since you dont save anything. I am done with it though, so I do accept the response and consider this closed. Sayonara Arcadia.
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:09/26/2022

  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.

  The Arcadia send mail said they provide a sloar service farm which can save US 10% each ***** bill.But after paid couple months by Arcadia, I found I pay much more than what I should pay to *****.Like Aug statement should be 105, But they ask me paid $139.81 to them. They actually do fraud and fool people. I paid much more utilities every month to they instead of *****.

  Business Response

  Date: 10/12/2022

  Thank you for bringing Tins complaint to our attention. We completely appreciate their concerns and hope that we are able to shed some light.
  

  We are unable to locate an Arcadia account under the name *************** that is enrolled in Auto-Pay or Community Solar through Arcadia. The only Arcadia account under the name *************** is an incomplete account that was started on 4/05/2022 under the email address *********************** This account does not have a utility account or payment method linked, so has had no bills processed through Arcadia.
  

  However, I am happy to provide an explanation on how Community Solar works in Illinois.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 on their utility bill without installing their own panels or equipment. This program is a completely free benefit of a membership -- no upfront cost, no credit check, and no cancellation fee.
  

  Once a member is connected to a Community Solar project and the project starts producing energy, they will start seeing a savings on their utility bill every month for as long as they are with Arcadia, up to 15 years. Each Arcadia member participating in the program will receive 10% of the total Community Solar savings that are generated by their panel subscription and the remaining savings generated will be used to maintain and continue the project. This means each member is billed back for 90% of the total Community Solar credit that is applied to their utility bill. For more information on ******** ****** please visit this page: *********************************************************************************************** 
  

  You may also find more information on Community Solar through Arcadia on our support site here: ****************************************************************************************************- 
  

  A member simply needs to connect their local electric utility account's online profile and enroll in Auto-Pay with us, for us to connect them to a Community Solar project.
  

  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:09/23/2022

  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 have attempted to reach out via email, telephone and call back but have not received a response so am now reaching out via the BBB.On Sept 9, Arcadia charged my credit card $613.20, even though my ***** bill was only $278.35. The charge in my Arcadia account shows that it's from *****, although it's listed as a separate line item than normal and called 'Community Solar Farm'. I have reviewed (and sent to Arcadia) the last 3 months of ***** bills and there is no charge like this from *****. Until now, Arcadia has been unable to explain why this amount was charged.

  Business Response

  Date: 10/06/2022

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

  **** first signed up with Arcadia on 8/26/21 and we began managing their ***** bills 9/24/21 through our Auto-Pay program. You may learn more about our Auto-Pay program here: **********************************************************************************
  

  **** also agreed to Arcadias Community Solar Subscription Agreement during signup on 8/26/21, which explains our Community Solar program. I have attached the Community Solar Subscription Agreement below and you can also view more information on how Community Solar works in New York on our support site here: ***************************************************************************************************** 
  

  **** was officially enrolled in a Community Solar project on 5/10/22 and began receiving Community Solar savings in August of 2022.
  

  Through our Community Solar program, **** now receives solar savings directly off of their ***** bill. This program is a savings program with no additional fees involved. Of the total solar savings applied to ***** ***** bill, **** gets to keep 5% and the remaining 95% goes to the solar developer, to maintain the solar farm. 
  

  ***** 8/25/22 ***** bill was their first ***** bill with Community Solar savings applied. High received a large Community Solar credit of $613.20 on their ***** bill. This credit is titled Adjustment and is displayed on the first page of the bill. Of this total credit amount, High gets to keep 5% ($30.66) and the remaining 95% ($582.54) has to be billed back to ****, as it is not their portion of the Community Solar credit to keep.

  It is rare that the Community Solar credit is larger than the actual utility charge, but this is what happened on ***** August 2022 ***** bill. ***** actual ***** utility charge for their 8/25/22 ***** bill was $278.35. This means **** paid $304.19 more than their ***** utility charge to Arcadia for their August bill. However, **** now carries an excess credit of $334.85 with *****.
  

  This excess credit of $334.85 accounts for the $304.19 overpayment and the solar savings High gets to keep of $30.66. This excess credit will apply to the next several ***** bills of *****. I have attached ***** ***** detailed bill below, which displays their actual ***** utility charge, the Community Solar credit, and the excess credit leftover with *****.
  

  We do also sincerely apologize for the delay in response to ***** email sent in 9/15/22 inquiring into their August bill. This email has now been attended to by an Arcadia representative. 
  

  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:09/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/22, a representative of Arcadia came to my apartment to sign me up for what he said was a grant from *** (my utility company). When I answered the door he said he was an agent with *** so I trusted what he said. He said I needed to sign up for a grant that reduces your monthly bill due to some solar energy initiative. He had me log into my *** account and give him my account info for him to input into his phone which signed me up for the service. I didn’t see his badge until after I had signed to see that he was actually a rep for Arcadia. I called *** when he left and they confirmed that it was a rep from a third party (Arcadia) and that they’d be taking over my account. I can’t believe I fell for such a scam. I’m on hold with the company trying to cancel the service - one of the documents says I can cancel within 3 days. If they don’t let me cancel and remove my information I will be pursuing legal action.

  Business Response

  Date: 10/05/2022

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

  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, that's when the member starts receiving savings. 
  

  Arcadia does everything it can to be clear and transparent with our members and prospective members. We are sorry to hear about ******'s 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.
  

  ****** reached out to Arcadia via email 9/22/22 to request their account be closed. AN Arcadia representative replied on 9/22/22 asking why and trying to save them from canceling. ****** replied 9/23/22 still wanting to cancel. An Arcadia representative replied 9/23/22 confirming their Arcadia account has been canceled.
  

  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:09/22/2022

  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 am being billed for something I did not sign up for. Orginally they were only supposed to pay my coned account. Now they are billing $119 extra out of the blue. No way to delete my account or peronal information from their website. I have called, no one answered the phone. I have sent multiple emails and they have been ignored. I want my account closed and all personal info removed.

  Business Response

  Date: 10/05/2022

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

  ***** first signed up with Arcadia on 6/9/2019 and we began managing their ***** bills 6/16/21 through our Auto-Pay program. You may learn more about our Auto-Pay program here: **********************************************************************************
  
  

  ***** also agreed to Arcadias Community Solar Subscription Agreement during signup on 6/9/21, which explains our Community Solar program and the 90 day cancel period. I have attached the Community Solar Subscription Agreement below and you can also view the Community Solar cancellation policy on our support site here: ****************************************************************************************************************************** 
  

  On 6/3/19, we sent ***** an email titled We're connecting you to a solar project in New York”. The email included the Community Solar subscription agreement again and stated “A spot opened up in the LIC Building 18 community solar project in New York, NY, which means you'll be supporting local solar energy soon. If you no longer wish to be part of a community solar project, please respond "opt out" to this email by July 1, 2021. There are no cancellation fees. Otherwise we'll enroll you in the project and let you know when your spot is confirmed.”. ***** did not reply to this email.
  
  We then sent a follow up email titled “Your solar savings are right around the corner” on 6/26/21, which ***** opened that same day. This email was a reminder to reply “Opt Out” by 7/1/21 if they did not want to be enrolled in Community Solar. On 7/1/21, we sent an email to ***** titled “Your community solar project is live” which ***** opened that same day. This email confirmed they are enrolled in Community Solar and can anticipate savings soon. We received no email replies from ***** for either of these emails.
  ***** officially began receiving Community Solar savings through Arcadia in August 2022. Community Solar credits are designated as “Adjustments” on ***** bills and ***** will see these credits reflected on their ***** bill beginning September 2022. These “Adjustment” credits would not be on their ***** bill if they were not enrolled in Community Solar through Arcadia.
  
  Through our Community Solar program, ***** now receives solar savings directly off of their ***** bill. This program is a savings program with no additional fees involved. Of the total solar savings applied to *****’s ***** bill, ***** gets to keep 10% and the remaining 90% goes to the solar developer, to maintain the solar farm. You may learn more about Community Solar in New York on our support site here: ***************************************************************************************************** 
  
  The “Community Solar” line item on *****’s Arcadia statement is simply 90% of the Community Solar credit on *****’s ***** bill that goes back to solar the developer. ***** still gets to keep 10% of the total solar savings. 
  
  I have attached a screenshot of *****’s September ***** bill, which displays the Community Solar credit applied to their ***** bill, of which ***** gets to keep 10% of and the other 90% goes to the solar developer and is billed back through Arcadia.
  
  ***** emailed in on 9/20/22 wanting to cancel and confused why they see a different figure owed to ***** vs Arcadia. An Arcadia representative replied on 9/22/22 explaining how Community Solar billing works, as I explained above, and confirmed they are strictly receiving savings through Arcadia’s Community Solar program. The Arcadia representative also began the 90 day cancellation process for Community Solar on 9/22/22. 
  
  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at (**** ******** between 9am and 5pm EST, Mondays through Fridays.

• Initial Complaint

  Date:09/18/2022

  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.

  They said they would pay my electric bill for me if I gave them the money for it, but then when my $130.80 electric bill came, both Arcadia and the electric company took $130.80 out of my bank account. I emailed customer service to tell them that I wanted my money back because my electric company charged me as usual, so Arcadia clearly did not use the money to pay my electric bill. Customer service said I would be receiving a refund, but that was almost a month ago and I never received the refund. I emailed customer service back to see if the refund would be coming soon, but never received a response. I just want the $130.80 refund I was told I would receive.

  Business Response

  Date: 09/28/2022

  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.
  
  **** enrolled in Arcadias Auto-Pay program on 3/23/22 and they received their Auto-Pay enrollment confirmation email on 3/25/22. This Auto-Pay enrollment email explains that they need to turn Auto-Pay off with their utility provider and stated that their Arcadia billing start date was 4/22/22. This means we would take over any new ******* utility bills of theirs issued on or after 4/22/22.
  
  You may learn more about our Auto-Pay program on our support site here: ********************************************************************************************************************* 
  
  ***** ******* bills issued and received by Arcadia from April to June were all $0, so there was no payment to process through Arcadia for those months.
  
  ****'s ******* bill issued 7/22/22 was for $130.80 and Arcadia issued ****'s clean energy statement in association with this bill on 7/25/22. Through our Auto-Pay program and stated in the statement email, the automatic payment then goes through three days later. ****'s payment if $130.80 went through successfully on 7/28/22 and it posted to their ******* utility account on 8/2/22. 
  
  **** did not reach out to Arcadia during this three day window to state they had paid ******* directly. If **** did also paid ******* directly, this means they will have a credit on their next ******* bill for the amount overpaid. We have not yet received a new bill from ******* since their 7/22/22 bill.
  
  Since **** is enrolled in Auto-Pay with Arcadia, they should not be making any direct payments to *******.
  
  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:09/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For this past month, this is how much 400kwh of electric cost me.That's about 45 cents per KWH?!?In March, I used much more electric and the cost was reasonable around 11 cents per KWH. Why the difference? I think I'm getting ripped off. Please advise.

  Business Response

  Date: 09/28/2022

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

  Arcadia is neither a utility provider or supplier. This means Arcadia does not set or change delivery and supply rates. If **** has any questions regarding their delivery or supply rates with *****, they need to reach out to ***** directly.
  

  Additionally, **** reached out by phone on 9/19/22 and their billing concerns were addressed. They were enrolled in our Community Solar program, which means they were receiving solar savings on their ***** bill, of which they get to keep 10% of and the other 90% goes to the Community Solar developer. 
  

  **** also stated they were installing rooftop solar and we asked them to reach out once their solar system was active, as we would then be able to cancel their account immediately, as opposed to the standard 90 day Community Solar cancellation period agreed to. 
  

  On 9/26/22, we received notification that ****s solar system was active and we closed their Arcadia account immediately. **** will have no further payments made 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:09/15/2022

  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 have currently received an energy bill for a monthly charge of $1208.03 from Arcadia Energy. This is a very high price to pay for 775 Kwh. If I add up the charges I already paid for two months while waiting for a solar farm, three months costs $1500. I can't afford to pay that much more than *** ****** who often estimates the bills and overcharges - but it ranges from under $200-400/per month. There was a "solar energy credit" of $63.58 that is totally misleading as "savings". There was an initial $100 "incentive" but the program is very expensive in reality. Attached is my current *** ** **** and the email statement from Arcadia. I need to go back to *** ****** and pay them directly because it is too costly for a family with Arcadia. We don't have a cash flow like that.

  Business Response

  Date: 09/28/2022

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

  ***** is enrolled in Arcadias Community Solar program, which you may learn more about on our support site here: ****************************************************************
  
  Through our Community Solar program, ***** receives solar savings directly off of their ***** bill. This program is a savings program with no additional fees involved. Of the total solar savings applied to *******’s ********* bill, ***** gets to keep 5% and the remaining 95% goes to the solar developer, to maintain the solar farm.
  

  *****'s 9/6/22 ***** bill has a total solar credit of $1,271.61, which is listed as an adjustment on the ***** bill. This credit would not be on ****’s ***** bill if they weren't enrolled in Community Solar through Arcadia. 
  

  *****’s actual ***** utility charge for their 9/6/22 ***** bill was $276.72. Its rare that a Community Solar credit is larger than a members actual utility charge, but that was the case for their September bill. As ***** has to return 95% of the Community Solar credit, ***** was to be billed $1,208.03 through Arcadia in September. This is $931.31 over what their actual ***** charge was. Due to this, they have a credit balance of $994.89 with ConEd, which accounts for the overpayment through Arcadia plus the actual 10% of the solar savings they get to keep. This credit balance would be applied over time.
  

  However, we have adjusted *****’s Arcadia statement, so that they are billed no more than what their actual ***** utility charge was. *****'s Arcadia statement is now $262.88 and set to be processed on 9/28/22. This is $13.84 less than what their actual ***** utility charge was for September. We have banked the remainder of the credits owed ($945.15), which will be billed back to ***** over time.
  

  ****’s cancellation request was received on 9/18/22 via email. We replied on 9/19/22 trying to save ***** from canceling and received no response. We then began the Community Solar cancellation process on 9/20/22. Community Solar cancellation takes ******************************** the Community Solar terms agreed to and on our support site here: *****************************************************************************************************************************- 
  

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

  Customer Answer

  Date: 10/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Arcadia tried to take $1208.03 from my bank account  when they admit 
  that the actual *** ****** monthly charges were $276.72 for the 9/6/22  monthly energy usage bill. Their response via email was totally callous.  I am unable to pay $1208.03 for a monthly energy bill. The explanation offered is not logical. A credit is expected to reduce charges, not quadruple the monthly amount. For these reasons, I must go back to charges that l can afford to pay directly to ****** for the same amount of energy.
  
  My bank recommended a stop payment
  because it didn't make sense, it sounded like a scam.
  
  Thanks in Advance for your Prompt Attention to this Matter,
  
  ***********************
  *********************
  **********
  Regards,
  
  *********************
  

  Business Response

  Date: 10/26/2022

  Thank you for bringing *****’s rejection to our attention. We completely appreciate their concerns surrounding their account and billing. We will provide further clarification regarding their account and the attempted charges. 

  As stated in Arcadia’s previous response to *****’s concerns about the Community Solar charges, ***** received a solar credit on their ***** bill that was more than their utility charge for the month. This rarely happens but in *****’s case it did happen and Arcadia attempted to collect the 95% portion that’s owed to the developer. When ***** contacted the Member Experience team at Arcadia, the Billing Department was able to adjust *****’s statement to reflect *****’s utility charges minus their solar savings. 
  
  It’s important to note that ***** still received the entire solar credit on their utility bill and ***** only gets to keep 5% of the total credit since the other 95% goes back to the solar developer to support the solar farm. 
  
  Since Arcadia’s last response to *****’s BBB complaint, *****’s Arcadia account has been entirely closed out due to payment decline and was not charged for the $262.88. With that said, that means that ***** still received more credit from their Community Solar enrollment than they should have because that entire credit was applied to her utility account last month.
  To confirm, ***** no longer has an active Arcadia account and a cancellation email was sent to ***** for her records.
  
  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.