Complaints

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:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They overcharged me $375.45 in December?! And I didn’t know they switched suppliers charges without me know! AEP should have told us but they never did. I never sign this up! I called AEP why my electric bill so **** high! AEP staff said “must something wrong with your furnace need to be maintenance, 70 degree is pretty high for that amount blah blah blah!” They always find a way to make an excuses, I’m sick of that! I don’t believed what staff said and they didn’t tell me about clean choice energy on my bill since October!!! They must have dirty business with AEP! You clean choice energy have no reason to take my **** money $357.45?! Really?! My house is tiny! You (clean choice energy) big ripped off! I will not accept what your excuses after this! I wanted refund right now! And I wanted you get off my **** bill! Greedy!!! I never sign this up! I’m on disabled income! You will be in big trouble! Sorry BBB for my bad cusses… you (BBB) need to investigate this! Shame on you Clean Choice Energy!!!

  

  Business Response

  Date: 01/14/2024

  January 14, 2024

  Dear
  BBB Staff:
  
  Please
  accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to
  the complaint filed by ****** *** of **** *** ***** ** Philo, OH *****. The
  complaint report states that *** ****** claims the CleanChoice enrollment for **** *** ***** ** Philo, OH ***** was not authorized.
  
  Upon receipt of this complaint a
  supervisor from CleanChoice Energy reached out to *** ****** was unable to reach
  *** ******.
  
  On July 27, 2023, CleanChoice
  received the attached enrollment request which authorized the enrollment with CleanChoice
  
  We believe providing proof of
  enrollment is a mutually satisfactory resolution. If any additional information
  is needed, please contact: [email protected].
  
  Respectfully,
  ******** ** *******
  General
  Counsel and EVP, Corporate Affairs

• Initial Complaint

  Date:12/20/2023

  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.

  After my contract ended in April, 2023. Clean Choice Energy automatically renewed my contract without my consent. I was made aware of this after ***** contacted me regarding my electricity due to be disconnected. I was perplexed because a $1000 was paid a month prior. I was informed by the ***** representative that Clean Choice Energy was my supplier and the charges doubled. I called Clean Choice Energy and spoke to the secretary. I asked her why I was being charged so much that's not what I signed up for. She informed me that the contract ended in April and now it's 30 kwh when the contract renewed because I did not return the renewal forms. I told her I never received the forms and I want the contract canceled and to file a claim for payment of my ***** bill.She told me they could help with the bill if I signed up again with them. However if I did not, there was nothing they could do. I told her I would not sign up again. If they were willing to help with my bill if I signed up again then they could do something if I did not renew my contract. I believe they intentionally do not send the forms out to justify them automatically enrolling and overcharging you. This can be supported by previous customer's complaints filed with the ********************** of not receiving the renewal forms. *************************** called and offered $836.00 to settle. I thought it was most of what I had to pay ***** therefore I agreed. Before I signed the settlement I received my final bill from *****/CleanChoice. I owe $2,173.00 due to clean choice energy renewal of a contract I did not consent to.I will be filing a complaint letter with the Better Business Bureau, ******************** ************************* and Media outlets on Clean Choice Energy unethical practices. In the interest of both parties and to settle this matter in amicable order I am willing to settle and dismiss the matter for $2,173.00.

  

  Business Response

  Date: 01/14/2024

  January 14, 2024

  Dear
  BBB Staff:
  
  Please
  accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to
  the complaint filed by *** ********** of **** ****** ***** ********* *** *** *** Washington, DC *****. The complaint report states that *** ********** was
  upset with the amount of her electric supply charges with CleanChoice.
  
  Upon receipt of this complaint a
  supervisor from CleanChoice Energy reached out to *** ********** and was not
  able to resolve her concerns. *** ********** emailed CleanChoice on January 12,
  2024. CleanChoice attempted to reach *** ********** again but was unable to
  before the complaint deadline.
  
  CleanChoice is closed in observance
  of Martin Lurther King Jr. Day on January 15, 2024, but a supervisor from
  CleanChoice will reach out to *** ********** on January 16, 2024, to attempt to
  resolve her complaint.
  
  In May of 2023, *** **********’s
  original twelve-month fixed rate with CleanChoice expired. Although CleanChoice
  sent a new fixed rate offer before the original fixed rate expired, we did not
  get any response from *** **********.
  
  We believe contacting *** **********
  will help to bring this matter to a mutually satisfactory resolution. If any
  additional information is needed, please contact: [email protected].
  
  Respectfully,
  ******** ** *******
  General
  Counsel and EVP, Corporate Affairs

• Initial Complaint

  Date:12/07/2023

  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.

  Refusal of CleanChoiceEnergy to stop mailing without providing my personal information.

  

  Business Response

  Date: 12/21/2023

  CleanChoice is willing to place *************************** information on our do not contact and do not solicit lists. However, *************************** address is not included in this report. Please send over his address and we will add it to our do not contact and do not solicit lists.

• Initial Complaint

  Date:11/25/2023

  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.

  Very deceptive marketing. Received a letter which appears official and has my electric providers name showing. With authorization form also showing from envelope window. However it is an attempt to sell or convert the services held by my utility company to their company. We are a retirement community and the letter and its contents is very ambiguous and misleading.

  

  Business Response

  Date: 12/19/2023

  CleanChoice sometimes places the name of the utility on our mailings to note that only certain active utility customers in certain utility zones are eligible for our offers. There is nothing misleading or deceptive about this. We would be happy to this complainant's information on our do not contact and do not solicit list, however, the address is not listed on the complaint report. Please provide CleanChoice with the full address.

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been harassed by this company TWICE on the phone and now they're sending me a service packet when I turned them down over the phone TWICE. I have recorded my phone call with them today demanding they remove all information of mine, which they claim to have gotten from my utility company *****, which is a lie, because ***** shouldn't be giving out my information to other people and if ***** is, then this complaint extends to ***** as well.

  

  Business Response

  Date: 10/30/2023

  We have placed the information contained in this complaint report on our do not contact and do not solicit lists. We ask *********************** to allow up to 90 days for this to take effect since we plan our marketing campaigns up to 90 days in advance.

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cleanchoice energy sends me a piece of junk mail every few weeks. Each time after receiving, I call and ask to be put on the do not mail list. I think I've called 3 or 4 times at this point. The last time I called, maybe 3-4 weeks ago, someone assured me that the issue was taken care of, and I wouldn't receive any more mail, yet I received another envelope from them this morning.

  

  Business Response

  Date: 10/12/2023

  CleanChoice has added the information contained in the report to our do not contact and do not solicit lists. However, the full address is missing from the report, and only: ** ***** is listed. Please provide us with the full address of the complainant, so that we can confirm that address is on our do not contact and do not solicit lists.

  Customer Answer

  Date: 11/10/2023

  I'm sorry I missed your previous message. October 12 was the day before my wedding.
  

  My full address is:

  ****************************

  Plymouth, MA *****

  Thank you,

  ****

  Customer Answer

  Date: 11/14/2023

  [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:

  My full address is:
  
  *** ******* ****
  Plymouth, MA *****
  
  Thank you,
  
  Regards,
  
  
  
  ******* *********

  

  Business Response

  Date: 11/16/2023

  This shows as a rejection, however, the portal message shows the BBB couldn't reach the customer. Please clarify if this is a rejection, and if so, what is the reason. I attached the portal message as supporting documentation.

  

  Business Response

  Date: 11/17/2023

  To confirm we have placed *** ******* ****, PLYMOUTH, MA ***** on our do not contact and do not solicit list. 

• Initial Complaint

  Date:09/22/2023

  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.

  Signed up for a 5.1 cent/kwh rate for 12 months, yet my bill listed a 10.1 cent per kwh. After 2 months I was still seeing a 10.1 cent rate on my bill despite calling each month. They admitted that I properly signed up for the lower rate, but described a (deliberately) bureaucratic process by which they assert several sign-ups were completed because I signed the mailers they sent me. I may have signed something I received in the mail after online sign-up, assuming it was required to compete enrollment, but 100% no doubt they intend for this confusion! And somehow, they had no problem changing me over to them as an energy provider almost immediately, but now, it takes 2 months to correct this double rate? They are supposed to call me this coming Monday to resolve the difference they owe me for the last overcharged month (the previous month was reimbursed by a $70 gift card; hardly a professional reimbursement method, but what is my other recourse, not pay my electric bill?). I will see if that customer service call occurs, and whether it is satisfactorily resolved. Regardless, very surreptitious bait-switch business practices that one would not accept in any other type of industry!!

  

  Business Response

  Date: 10/12/2023

  Our records show that a timing issue is the root cause of the complaint. Although, ************************* enrolled in a promotional online offer, they also returned two direct mail offers that are attached to this response. 

  As a show of good faith, we contacted ************************* and confirmed that we are still honoring the original plan for 5.1 cents per for 12 months. In addition, we issued a credit to make up the difference in the billed rate for the last two invoices and the 5.1 online promotional rate.

  The 5.1 cents per CleanChoice supply rate will be reflected on the next invoice ************************* receives.

  We believe this is a mutually satisfactory resolution.

• Initial Complaint

  Date:09/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting their mail promotions for years, about one a month. I use their business reply envelopes to ask to be removed from the mailing lists, to no avail. It is a waste of time, money and paper. Please ask them to remove my name and address from their mailing lists.

  

  Business Response

  Date: 10/10/2023

  We have added this complainant's information to our do not contact and do not solicit lists. We ask that the complainant allow up to 90 days for this to take effect since we plan our marketing campaigns up to 90 days in advance.

• Initial Complaint

  Date:09/20/2023

  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.

  Harassment - I get 4-+ calls a day late into the night. I block the numbers but they always change - I have requested to be put on the no call list, they said they will but calls continue Need them to remove me from their database please

  

  Business Response

  Date: 10/10/2023

  We have added this complainant's information to our do not contact and do not solicit lists. We ask that the complainant allow up to 90 days for this to take effect since we plan our marketing campaigns up to 90 days in advance. We also would like to note that our records do not show calls to the phone number listed in the complaint as the customer claimed in the complaint.

  Customer Answer

  Date: 10/20/2023

  [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 work in marketing, you can edit lists prior to launch - 90 days is too long (except perhaps for mail). please confirm this no contact spans all channels - phone, email, web, anything and everything. Appreciate it. 
  
  Regards,
  
  ***************************************
  

• Initial Complaint

  Date:09/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my account with them on August 7th 2023, cancellation #******** and even received a refund. However I was charged over $230 the next month for services I cancelled on my *** bill. I am seeking immediate reimbursement and reporting this company as fraudulent.

  

  Business Response

  Date: 10/04/2023

  CleanChoice attempted to contact this customer twice by phone, and also sent in email in order to resolve this issue but we unsuccessful. In September, CleanChoice discovered a system glitch which delayed **********************' cancellation from being processed. CleanChoice does intend to reimburse ********************** for the delay. We ask that ********************** contact CleanChoice at ************ so that we can resolve this issue as soon as possible.

  

  Business Response

  Date: 10/23/2023

  Although a supervisor from CleanChoice made another attempt to contact *********************************, we were still unsuccessful in reach **********************. Due to the glitch experienced by **********************, we have issued a refund check for $146.08. That live check is being mailed today 10/23/23 to the address listed on ********************** account: ************************************************************** 

  We believe this is a mutually satisfactory resolution. If ********************** has additional questions or concerns we encourage her to contact us ************.