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:01/04/2023

  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 got my electric bill which was way higher than normal. So I called west ********** for them to tell me I was signed up for a third party site discount clean choice energy. I called clean choice energy saying I never signed up, I didn't even know what or where this happened. The guy told me On December 9th that I signed up on 11/24/22 which was thanksgiving day. I’ve tried repeatedly to talk to them about how this is fraudulent and I never gave permission for them to do this to my account. Over the course of the last month, I had a baby, had 2 holidays and its still not resolved. I got another bill for over 300$ for 1 month when my normal was around 95-120$ I am beyond frustrated and don't know where to go from here. Do I need to get a lawyer involved?

  

  Business Response

  Date: 02/06/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *************************** of ********************* Mount Pleasant, PA *******. The complaint concerns an enrollment dispute and high energy bills. CleanChoice reviewed **. ****** enrollment, and we provide the following information in response thereto.

• Initial Complaint

  Date:12/20/2022

  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 only inquired about this program, never signed anything. Subsequently, CleanChoice Energy fraudulently enrolled me in their program and fraudently digitally signed and initialed a contract which I have never seen until today upon request. They also use the wrong birth date on the contract (see page 14). I received an email that my bill was past due and when I called them today (12/20/22), I informed them that I did not enroll in this program. I was then told I would need to pay a $200 cancellation fee for early termination. Since I disputed this with the customer service rep, I was transferred to a manager (*************************) who also told me I signed a 20 year contract and that she would cancel the contract today but I would need to pay $200 cancellation fee. I told her that I never enrolled in this program and she informed me she would send me the contract that I signed, which I welcomed. The contract she sent was never signed by me (see page 9) and other pages had either a fraudently digital signature and/or initials as I NEVER initial my signature with 3 initials (pages 1, 11, 12, 14, 16). I am a thorough business woman and would never sign ANYTHING requiring a 20-year commitment (other than a mortage). Interestingly, on 11/14/22, they ask me to "come back" and "re-enroll" in their program (email attached) when I never enrolled in the beginning. I receive numerous emails from this company which I generally ignore, until I received recent email of past due bill. This company is a scam and should not get away with clearly fraudently activity.

  

  Business Response

  Date: 01/27/2023

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ********************************* of ******************** Apt. *, Baltimore, Maryland************. **. ********* complaint concerns her enrollment into CleanChoices community solar program.

  In August 2022, CleanChoice partnered with the ******************************** (***) to offer ***s staff to enroll in CleanChoices community solar program. According to our records, *** sent an email to ******************** explaining the enrollment process and requesting contact information to send the community solar subscription agreement. An agreement was then sent to ******************** via ******** on July 25, 2022. ******************** electronically signed the agreement on July 28, 2022 using ********s preformatted signature. We note that the ******** platform inserts a pre-formatted signature of the name when the user clicks on the sign button.
  

  On December 20, 2022, ******************** called CleanChoice to dispute the enrollment. The CleanChoice customer experience agent explained to ******************** the information mentioned above and emailed her a copy of the agreement for her reference. ******************** reviewed the agreement and claimed that the signature was not hers. A CleanChoice customer experience supervisor attempted to contact ********************. However, the supervisor was unsuccessful.

  Upon receipt of this complaint, CleanChoice made several attempts to contact ********************, both via phone and emails, but we have been unsuccessful. CleanChoice would like to work directly with ******************** to resolve this matter. ******************** may contact CleanChoices Customer Experience Team at ************** with any questions.

  Customer Answer

  Date: 02/09/2023

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

  From: ***************************** <***********************>
  Date: Wed, Feb 8, 2023 at 8:43 PM
  Subject: complaint #********
  To: <***************@mybbb.org>
  
  Hello ****************,
  
  I am in receipt of your email dated 2/4 regarding my complaint against ClearChoice Energy and their response.
  
  I was subsequently contacted by **. ****** from ClearChoice Energy after the contract was sent to me.  I disputed with **. ****** that I had never seen that contract nor did I sign it via ********.  In addition, the birthdate on the contract was incorrect, and **. ****** had no answer for that.   **. ****** informed me that I would be canceled from the program and the termination fee would be waived. She indicated that she could not remove the credit from ClearChoice Energy that appeared on my *** bill.  I agreed with this resolution and requested that ClearChoice not contact me any further regarding any bills because I would not be paying for something I never signed up for.
  
  I thank you for the time you took to handle my complaint.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2022

  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.

  I have opted out of this service and have spoken to someone prior when I was residing at a previous location. I was told I would be taken off the list and I even had my email taken off as well. These people have sought out my new address and continue to send solicitations to my current/new address. I would like my info removed from their business and all affiliates. I would also like to stop receiving any and all solicitations. Please and thank you.

  

  Business Response

  Date: 01/26/2023

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ************************* of ***********************, Landover, Maryland *********. *********’s complaint concerns a do not contact request.
  Upon receipt of this complaint, CleanChoice added ********’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.

• Initial Complaint

  Date:12/15/2022

  Type:Delivery 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’ve received nonstop spam mail from this company nearly every 2 weeks since we moved into our current house in May 2022. I do not care about your renewable energy scam, I don’t care about green energy, I don’t care about the environment, and I’m perfectly fine with my normal electricity plan. I emailed [email protected] on two separate occasions requesting that my address be removed from your spam mailing list, but I never received a response, and I still receive your junk mail every other week. For a company that preaches being “green”, you waste a literal ton of paper bombarding random people with junk mail that don’t care about your little scam. I wonder how many trees you kill to print all of that junk mail. For the 3rd time, PLEASE REMOVE my household from your mailing list NOW.

  

  Business Response

  Date: 12/29/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by **. ***************************** of ****************, Avondale, PA 19311. ************* complaint concerns a do not contact request.
  
  Upon receipt of this complaint, CleanChoice has added ************** information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.

• Initial Complaint

  Date:12/13/2022

  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.

  I have repeatedly attempted to remove my mailing address from receipt of direct mail, to no avail. PLEASE do not send me any more direct mailings (to my apartment).

  

  Business Response

  Date: 12/27/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ******************************* of ************* Apt **,
  Brooklyn, NY ********. **. ********** complaint concerns a do not contact request. 
  
  Upon receipt of this complaint, CleanChoice has added **. ********** information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.
  
  

• Initial Complaint

  Date:12/12/2022

  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.

  Clear Choice Energy lied to me about how this option would effect my bill. I was told that there would be no change to my bill and that was a LIE. My bill more than doubled. After calling to cancel and speak to a supervisor I was placed on hold for almost a hour just to say they was not available and that there was nothing they could do. I was told I would keep my same rate and instead received a higher rate with a additional charge from clean choice.

  

  Business Response

  Date: 12/30/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by **. ***************** of ***********************, Cincinnati, OH ***********. The complaint concerns high energy supply rates. CleanChoice reviewed **. ****** account and we provide the following information in response thereto.
  
  

• Initial Complaint

  Date:12/11/2022

  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.

  I was their customer for about 2 months while living in NYC, then a YEAR moved to the Boston area where I found a local green energy provider. They've somehow, I guess through USPS address change services, received my new address and are spamming me on a monthly to weekly basis with "Massachusetts resident ELECTRICITY NOTICE" spam trying to get me signed up with them again. I've asked them to stop by email and have returned several of their envelopes to sender but the pile of unwanted mail just keeps coming. This amount of paper waste for a "clean" or "green" energy provider is laughable. Stop. This. Now.

  

  Business Response

  Date: 12/27/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ************************ ***** of ****************************, Somerville, MA *********. **. ****** complaint concerns a do not contact request. 
  
  

  

  Business Response

  Date: 01/23/2023

  Our records indicate that CleanChoice responded to this complaint on December 27, 2022. A copy of our response is attached for your reference.

• Initial Complaint

  Date:12/09/2022

  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.

  CleanChoice Energy provides information about the community solar farm program with door-to-door salesmen. They tell you that your electricity bill WILL NOT increase, and say that you get tax incentives and will save $10-20 a month by subscribing to community solar. The rates for the company *** (my electric company) sell electricity at ~0.078 per kwh. When I got my first bill from *** and it increased I thought it was because of the winter months. Now I am looking at a bill that is DOUBLE my normal bill. The "subscription" to community solar is at ~0.19 per kwh. This was not what was explained to me originally and goes against everything I was told about community solar including how much I would save. The $ amount of "federal tax incentive" was only $2, far from the $10-20 per month that was estimated. This company has cost me $206 extra in ONE MONTH! I would like to be refunded the difference in cost per kwh for the time I have been subscribed to clean choice energy. I have attached my electric bills for reference. In the *** only bill, the cost per kwh is listed. In the clean energy bills it does not show the cost per kwh but it is listed on their website under the account information as 19c per kwh.

  

  Business Response

  Date: 12/27/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ********************************* of ***************************, Crownsville, MD *********. The complaint concerns deceptive marketing and high energy supply rates. CleanChoice reviewed ********************** account, and we provide the following information in response thereto.

• Initial Complaint

  Date:12/07/2022

  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.

  The CleanChoice Energy program refuses to stop sending postal mail despite multiple opt-out requests.1. Via their automated chat bot on **********************************, they provide a link to ******************************************************************, but that page does not exist. Upon asking for more help, a ticket is created, but the tickets are never resolved and no reply happens.2. Via calling ************, it is impossible to speak with a human unless you say you want to sign up for service (press 1). After talking to a human, they ask for a "priority code" to unsubscribe you and then verify your information. They say it takes up to 90 days to stop the mail, but it's been over 6 months and postal mail continues.Despite calling multiple times and providing my "priority code", it has been well over 90 days and the letters continue to arrive in the mail.

  

  Business Response

  Date: 12/21/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *********************** of ************************., Pittsburgh, PA **********. **************** complaint concerns a do not contact request. 
  
  Upon receipt of this complaint, CleanChoice has added *************'s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.
  
  

• Initial Complaint

  Date:12/07/2022

  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.

  Community Solar Subscription Agreement it was stated the charge would be 10.79¢ kwh When receiving my *** bill the charge was 16.6¢ per kwh. I called on November 4th ###-###-#### and talked to ****. After explaining what I did not agree to (16.6¢ per kwh and retail contract with Clean Choice Energy which I was unaware of), **** stated she understood and stated the cancelation fee would be waved. After receiving the bill that had the cancelation fee, I sent an email to Clean Choice Energy The statement received was I had to pay an early termination fee despite the discrepancy in the contract and billing. It states in the contract that BGE is the retail party in this contract. I have terminated the agreement and paid the 200.00 fee as I deem this untrustworthy company and wanted to close any method of the company trying to extort more money. This is an unethical business practice which seems to want to pick and choose what part of the contract they want to honor. I want the $200.00 early termination fee to be returned.

  

  Business Response

  Date: 01/03/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by *********************************** of **********************, Shady Side, MD *********. The complaint concerns deceptive marketing and high energy supply rates. CleanChoice reviewed ******************** account and we provide the following information in response thereto.