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:11/11/2022

  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.

  When I opt out of texts from CleanChoice Energy, every day they send me a new text claiming that I've signed up again to receive them, which I haven't. When I found their customer care number and called it, telling them that I need to be removed from text spam and any other kind of correspondence from them, I was told it would take them 90 days to remove me from their lists. Unbelievable and I think illegal! You can't continue contacting someone via phone after they've asked you stop for any amount of time. I am also planning to report them to the FTC. Awful customer service, awful company.

  

  Business Response

  Date: 11/28/2022

  Upon review, we identified that **************** had two (2) email address profiles in our system linked to her same phone number, which is why she continued to receive SMS text messages even after requesting to be removed from CleanChoices SMS solicitation lists. The first profile was removed from CleanChoices SMS solicitation lists on November 9, 2022, while the other was not removed until November 11, 2022.

  CleanChoice has confirmed that no new SMS text messages have been sent to **. ******'s since November 11, 2022 and that her information has been removed from CleanChoices SMS text message campaigns. We apologize for the inconvenience and hope that this response brings this matter to a mutually satisfactory resolution.

• Initial Complaint

  Date:11/08/2022

  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.

  CleanChoice sent me multiple mailers and even sent people to my apartment to try to get me to sign up. They told me I would not be charged extra, and that my monthly bill would not change. They said I'd pay *** like always and nothing would change except that I'd be using clean energy. They said that this would be for clean energy so I thought this would be better for the environment. However, my bill was twice as high as usual, and they were charging me in addition to ***. The enclosed documents show that *** charged me $34 for the bill dated 9/9 and then when I signed up with CleanChoice in October, under "electric supplier" they charged me an additional $27. This happened again in November so I've paid $54 for nothing.

  

  Business Response

  Date: 11/23/2022

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the above-mentioned complaint filed by *** ******* ********* of **** ******* ****** **. Apt. ***, Columbia, Maryland *****. *** *********’s complaint concerns her recent energy supply charges. CleanChoice reviewed its records, and we provide the following information in response thereto.
  According to our records, *** ********* completed a web enrollment on September 14, 2022 and consented to enroll with CleanChoice for 100% renewable energy supply by: (1) providing her name and email address; (2) providing her utility account number and service address; and (3) clicking ‘Finish’ digitally acknowledging that she understood and agreed to the Terms & Conditions. *** ********* enrolled on an introductory rate of $0.225 cents per kWh for three (3) monthly billing cycles, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. Subsequently, CleanChoice sent *** ********* a Welcome Letter, including a Contract Summary and Terms & Conditions.
  On November 7, 2022, *** ********* called CleanChoice to dispute the recent supply charges. The CleanChoice customer experience agent explained to *** ********* the information mentioned above and offered her a fixed price plan of $0.164 cents per kWh for a twelve-month term. *** ********* accepted the agent’s offer and did not have any other questions. However, *** ********* called CleanChoice on November 8, 2022 and requested to cancel her account. Therefore, CleanChoice submitted a drop request to the utility, which was accepted with a service end date of November 14, 2022.
  Upon receipt of this complaint, a CleanChoice customer experience supervisor attempted to contact *** ********* on November 17 and 18, 2022. However, the supervisor was unsuccessful. CleanChoice would like to work directly with *** ********* to answer any additional questions or concerns she may have. *** ********* may contact CleanChoice’s Customer Experience Team at 1-800-218-0113.

• Initial Complaint

  Date:10/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ESCO, or CleanChoice Energy, routinely charged me double and triple for their services which ***** was already supplying me. They are a fraudulent company and serve no purpose but to trick people into thinking using their "green" energy will save the planet and save money. I want my money back from their monthly overcharges which added up to over $4000 for the years I used them. They should be put out of business for their scam.

  

  Business Response

  Date: 12/01/2022

  Re: BBB Complaint ID: ******** *****************************
  

  Dear BBB Staff:
  

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ********************************* of ********************************New York, NY********. **. ********* complaint concerns her energy supply service charges. CleanChoice reviewed its records, and we provide the following information in response thereto.
  According to our records, CleanChoice solicited ********************************* of ********************************New York, NY******* via direct mail marketing in June 2016. The direct mail marketing
  solicitation included the offer and contract details, an FAQ page, and a detachable letter of authorization. In response to the solicitation, ******************** signed and returned the letter of
  authorization dated August 30, 2016, consenting to enroll for CleanChoice 100% renewable energy supply. ******************** agreed to enroll on an introductory rate of $0.0109 cents per kWh
  for one (1) monthly billing cycle, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. On September 22, 2016, CleanChoice
  sent ******************** a Welcome Letter, including the Contract Summary and the Terms & Conditions.

  On March 8, 2022, ******************** called CleanChoice requesting to cancel her account and a refund. The CleanChoice customer experience agent offered a lower rate plan and Ms.
  ******** declined. On April 18, 2022, ******************** called CleanChoice to discuss her recent high bill and the customer experience agent advised her that she was on a variable plan. A
  CleanChoice customer experience supervisor spoke with ******************** and offered her a goodwill refund of $1,176.68, which is equivalent to the difference between the CleanChoice
  supply rate and the utility price-to-compare. However, ******************** declined the supervisors offer.
  

  Upon receipt of this complaint, a CleanChoice customer experience supervisor called **. ******** to reiterate our offer of a goodwill refund of $1,176.68. However, ********************
  declined the supervisors offer. CleanChoice would like to work directly with ******************** to resolve this matter. ******************** may contact CleanChoices Customer Experience Team at 1-
  ************.
  If additional information is needed, please contact [email protected].
  

  Respectfully,
  Paul S*******
  Chief Operating Officer

• Initial Complaint

  Date:10/26/2022

  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 have been a customer of Clean Choice Energy for the past 5 years hoping to make my personal contribution and support of renewable energy. The attraction to this service was “ for a few dollars more per kWh”, less fossil fuel will be used. Over the past year or two, I noticed that my monthly electric bills have significantly increased. I found that compared to the rate *** ** charges, Clean Choice Energy charges 400 percent more. When confronted, the company wanted to refund 2 months worth of excess payment over $10.00/kWh only after signing a waiver to any future claim or complaint against the company. I found it appalling; for overcharging for more than 12 months???

  

  Business Response

  Date: 12/01/2022

  Re: BBB Complaint ID: ******** ***********************
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the above-mentioned complaint filed by *** **** ******* of **** **** **** **, Staten Island, NY *****. *** *******’s complaint concerns her energy supply service charges. CleanChoice reviewed its records, and we provide the following information in response thereto.
  
  According to our records, CleanChoice solicited *** **** ******* of **** **** **** **, Staten Island, NY ***** via direct mail marketing in April 2017. The direct mail marketing solicitation included the offer and contract details, an FAQ page, and a detachable letter of authorization. In response to the solicitation, *** ******* signed and returned the letter of authorization dated May 2, 2017 consenting to enroll for CleanChoice 100% renewable energy supply. *** ******* agreed to enroll on an introductory rate of $0.0104 cents per kWh for one (1) monthly billing cycles, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. On May 22, 2017, CleanChoice sent *** ******* a Welcome Letter, including the Contract Summary and the Terms & Conditions.
  
  On September 23, 2022, *** ******* called CleanChoice requesting to cancel her account. The CleanChoice customer experience agent offered a lower rate plan, but *** ******* declined the agent’s offer.
  
  Upon receipt of this complaint, on November 11, 2022, a CleanChoice customer experience supervisor offered *** ******* a goodwill credit equivalent to the difference between the CleanChoice supply rates and the utility price-to-compare for the last three (3) months totaling $1,069.47. However, *** ******* declined the supervisor’s offer. CleanChoice would like to work directly with *** ******* to resolve this matter. *** ******* may contact CleanChoice’s Customer Experience Team at 1-800-218-0113.
  
  If additional information is needed, please contact [email protected]. 
  
  Respectfully,
  Paul S** *****
  Chief Operating Officer

  
  

  Customer Answer

  Date: 12/13/2022

  [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:

  From: **** ******* <********@*****.com>
  Date: Tue, Dec 13, 2022 at 1:16 PM
  Subject: Re: CleanChoice Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  *** ***** ******, thank you for taking my call today. As you indicated, I am responding in writing to you and to Clean Choice Energy. In their response they confirmed that I have signed up with Clean Choice Energy in May 2017 and remained as a customer hoping to contribute to keeping our environment from the effects of ‘dirty’ energy source. In their solicitation drive, their cost for renewable energy consumption will be slightly higher or comparable with *** ****** rates. Through all the 5 years of being a customer their rates have progressively increased to unsustainable level where I have to borrow too keep up with monthly payments.

  In September 2022 I contacted the company to explain the 49.90cents per kWh while ***** was charging 9cents per kWh. No one from customer could give a reasonable answer but will lower the cost if I continued to stay in contract. When I refused, they offered to refund of 1 month worth of overcharge. Looking back at 12 months bills of over charge 50 times higher than the prevailing rate, it was an insult.

  No company should be allowed to do business of gouging their unsuspecting customers.
  

  Incidentally, I was unable to find the email BBB sent in December 1st, sorry to have missed it.
  
  Sincerely,
  
  **** ** *******
  

  Regards,

  
  
  
  **** *******
  

  

  Business Response

  Date: 12/20/2022

  Dear BBB Staff:
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the *** **** *******’s follow-up message regarding the complaint mentioned above.
  We note that CleanChoice Energy provides a 100% renewable energy product, which is typically a premium compared to the default utility supply service. Moreover, please note that CleanChoice does not promise savings compared to the default utility supply rate.

  As indicated in our original response, a CleanChoice customer experience supervisor offered *** ******* a goodwill credit equivalent to the difference between the CleanChoice supply rates and the utility price-to-compare for the last three (3) months totaling $1,069.47. However, *** ******* declined the supervisor’s offer. CleanChoice would like to work directly with *** ******* to resolve this matter. *** ******* may contact CleanChoice’s Customer Experience Team at 1-************.

  Customer Answer

  Date: 02/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
   
  
  I am rejecting this response because: the offer is unfair and without good reason. The overcharging extended to more than 15 months  resulting in a debt I am still in. To return 3 months worth of refund is not in anyway a “goodwill” gesture on the company’s part. It is their responsibility to give it back.

  Additionally, I have not been able to receive a call back from the Supervisor named ****** who has promised to discuss this matter with his “superiors” for almost 2 months.

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

  

  Business Response

  Date: 02/23/2023

  Dear
  BBB Staff:
  
  Please
  accept this letter as CleanChoice Energy’s (“CleanChoice”) follow-up response
  to the above-mentioned complaint filed by *** **** ******* of **** **** **** **, Staten Island, NY *****. *** ******* is rejecting CleanChoice’s refund
  offer and claims that she has not received a callback from CleanChoice’s
  customer experience supervisor.
  
  As
  indicated in our previous responses dated November 30, 2022 and December 20,
  2022, CleanChoice offered *** ******* a goodwill refund of $1,069.47,
  equivalent to the difference between the CleanChoice supply rates and the
  utility price-to-compare for the last three (3) months. However, *** *******
  declined our offer.
  
  Upon
  receipt of this follow-up, CleanChoice’s customer experience supervisor called
  *** ******* and offered her the goodwill credit of $1,069.47.
  *** ******* accepted the supervisor’s offer. The CleanChoice customer
  experience supervisor emailed *** ******* the release form to be signed and
  returned to CleanChoice. CleanChoice is processing the refund and we will mail
  *** ******* a refund via USPS within the next 10-15 business days. We believe
  this response brings this matter to a mutually satisfactory resolution.

  Customer Answer

  Date: 03/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: the amount of refund is inadequate to cover the over charged amount during the 16 month cycle.
  
  
  Regards,
  
  
  
  **** *******
  

• Initial Complaint

  Date:10/25/2022

  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.

  They are billing me 10 dollars a month for I don't know what. I was originally solicited for what sounded to me like a credit on my energy bill for requesting renewable energy. When I called them to inquire, they told me they were billing me for a credit that my power provider (***** ******) was giving to me. There is no such credit on my energy bill; when I called ****, they told me that they don't give credit for requesting renewable energy, in fact, they charge more for requesting it. I asked Clean choice to stop billing me, and they haven't. Now I'm getting notices from a collection agency trying to collect from me for a company called cypress creek renewables, witch I've never done business with. Attached are a recent bill from Clean choice energy and a copy of the letter from the collection agency. Thank you.

  

  Business Response

  Date: 11/21/2022

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by **. ********************* of *************************, Chisago City, Minnesota***********. ****************** complaint concerns his community solar subscription, and he is also requesting to no longer be billed. CleanChoice reviewed ****************** community solar subscription, and we provide the following information in response thereto.
  According to our records, CleanChoice solicited **************** via direct mail marketing in August 2018 to participate in CleanChoices community solar subscription program. In response to the solicitation, **************** signed and returned a community solar subscription agreement dated August 23, 2018. CleanChoice mailed **************** a Welcome Letter, including a copy of the community solar subscription agreement, on September 4, 2018. A copy of ****************** community solar subscription agreement is attached to this response for your reference.
  CleanChoice issued **************** the following invoices for the community solar credits that were applied to his Xcel electricity bills:
  Invoice No. ************ with a balance of $56.59 dated December 4, 2018
  Invoice No. ************ with a balance of $37.02 dated January 3, 2019
  Invoice No. ************ with a balance of $23.47 dated January 31, 2019
  Invoice No. ************ with a balance of $46.21 dated March 4, 2019
  Invoice No. ************ with a balance of $17.87 dated April 4, 2019
  Invoice No. ************ with a balance of $86.02 dated May 2, 2019
  On April 15, 2019, CleanChoice cancelled ****************** community solar subscription due to non-payment of his community solar monthly invoices. We note that ****************** account was cancelled but the outstanding balance of $267.18 was sent to a third-party collections agency. However, CleanChoice has not issued any new invoices to **************** since May 2019.
  Upon receipt of this complaint, a CleanChoice customer experience supervisor attempted to contact ****************. However, the supervisor was unsuccessful. If **************** has any additional questions, he may contact CleanChoices Customer Experience Team at **************.

  Customer Answer

  Date: 12/06/2022

  [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:

  From: **** ****** <**********@*****.com>
  Date: Tue, Dec 6, 2022 at 12:16 PM
  Subject: ID # ********- CleanChoice Energy Inc
  To: <*******@mybbb.org>
  
  I haven't resolved anything.. Again, the solicitation and paperwork said nothing about being billed monthly for the so called credit.
  
  
  Regards,
  
  
  
  **** ** ******

  

  Business Response

  Date: 01/11/2023

  January 10, 2023 
  

  Dear BBB Staff: 
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official follow-up response to  the complaint filed by *** **** ****** of ***** ***** **., Chisago City, Minnesota *****. 
  In our original response to *** ******’s complaint, we indicated that *** ****** signed and  returned a community solar subscription agreement dated August 23, 2018 in response to  CleanChoice’s direct mail solicitation. Subsequently, CleanChoice mailed *** ****** a  Welcome Letter, including a copy of the community solar subscription agreement, on  September 4, 2018. 
  

  We also indicated that CleanChoice cancelled *** ******’s community solar subscription due to  non-payment of his community solar monthly invoices. We noted that CleanChoice has not  issued any new invoices to *** ****** since May 2019.  
  

  Upon receipt of his complaint, CleanChoice made several attempts to contact *** ****** to  discuss his account and resolve his concerns. However, we were unable to contact him. CleanChoice would like to work directly with *** ****** to resolve his concerns. *** ****** may  contact CleanChoice’s Customer Experience Team at 1-800-218-0113. 
  

  If additional information is needed, please contact [email protected].  
  

  Respectfully, 
  Paul S** ***** 
  Chief Operating Officer

• Initial Complaint

  Date:10/25/2022

  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.

  CLEANCHOICE ENERGY sends my husband (*************************) an "Energy Supply Offer" and "Authorization Form" every week. Each time we receive their "offer", I return it to them and request that they stop sending us mail. I have done this dozens of times, but we are still receiving weekly offers. I want them to stop sending us mail, as we have absolutely no interest in doing business with them.

  

  Business Response

  Date: 11/04/2022

  Dear BBB Staff: 
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ********************************** of ******************, Kerhonkson, NY **********. ***. ********* complaint concerns a do not contact request for her spouse, **. **************************.
  
  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:10/24/2022

  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.

  Received notification from *** in August 2022 stating that CleanChoice Energy notified them I was a subscriber in the pilot community solar program. A few weeks later I get a postcard asking I sign up for autopay. I believe I have been fraudulently placed in this program. I contacted *** who said I had to contact CleanChoice Energy directly. Upon doing so on October 14th, I was told they had a signed contract that I know I did not sign. I have never heard of this company before let alone sign a 20 year commitment for a program I know absolutely nothing about. They want several hundred dollars to cancel the contract (so called early terminal fees). I am not paying to get out of a contract I did not commit to and/or pay any of the bills they have since sent me. I had them forward me a copy of said contract. There are several things about this contract to suggest there is fraud going on. The signatures and initials are all dated May 18, 2021 (not 2022) and the initials are all identical. What further makes me think fraud is being attempted is that in May 18, 2021, my mother signed me (without my permission) up for **** ****** which I cancelled in July 2021 since she could not legally commit me to a contract. I pulled out a copy of the **** ****** contract to compare to the CleanChoice Energy contract and the initials are identical. In addition to that the same erroneous email address is cited on both contracts. This has to be criminal. I want complete cancellation of this contract, no early termination fees or payments of any type including the two monthly bills they sent me once they had my correct email address. If they credited my *** account, it should their responsibility to get it back from ***, not me.

  

  Business Response

  Date: 12/01/2022

  December 1, 2022 

  Dear BBB Staff: 
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the  above-mentioned complaint filed by *** **** ***** of **** ***** ***, Havre De Grace, MD  *****. *** *****’s complaint concerns an enrollment dispute of his community solar  subscription. CleanChoice reviewed *** *****’s community solar subscription, and we provide  the following information in response thereto. 
  

  According to our records, *** **** ***** was solicited by a door-to-door sales agent with a CleanChoice third-party vendor on May 18, 2021. After a conversation with the sales agent, *** ***** was sent an electronic community solar subscription agreement to the email address he  provided (********************), for his review and acceptance. *** ***** electronically  signed the subscription agreement confirming his understanding of the terms and conditions  and his enrollment into the community solar program. 
  

  On October 14, 2022, *** ***** called CleanChoice and stated he never enrolled and  requested copy of his contract via email. The CleanChoice customer experience agent  discussed the credits and savings and explained the benefits. The customer experience agent  also advised *** ***** of his past due balance of $479.96, and the credits applied to the  electric bill. *** ***** decided not to cancel and indicated that he would review his contract. 
  

  Upon receipt of this complaint, CleanChoice agreed to cancel the outstanding balance of  $681.27 and the early termination fee of $200.00, thus closing the account with a zero balance. We hope this response brings this matter to a mutually satisfactory resolution. 
  

  If additional information is needed, please contact [email protected].  
  

  Respectfully, 
  Paul S** ***** 
  Chief Operating Officer

  Customer Answer

  Date: 12/07/2022

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

  
  

  However, their claim in paragraph 2 of their response is FALSE.  I was NOT solicited by a door to door sales agent.  Their statement that they sent me a copy of the subscription agreement to the email I provided, ********************* is FALSE.  The email address cited on their contract is not my email (and has never been), ************************* as shown on the ******** Community Solar Contract Summary copy of the contract.  I don't buy or agree to anything from door to door sales people.  This is the exact same situation my mother has had with this company (we live next door to one another).  
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:10/20/2022

  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.

  During the Spring of 2022. We received repeated letters in the mail about signing up for clean energy with "*****" It did not make it clear that we were signing an agreement to a different company. Our bills last Summer were typically $100-$110. We received numerous bills this Summer of over $160. It was never made clear that our pricing would go from $8 per kilowatt hour to $14 per kilowatt hour. We officially canceled clear choice on September 3rd and we were still charged an extra $50 after cancelling. These fees were placed on top of the bill we were already paying Pepco. We have been paying ***** and Clean Choice energy two separate bills and this was never made clear to us in the flood of letters we received. They made it seem like they were part of Pepco. I am requesting an adjustment of by recent bills as they are charging me over $400. I would also like a partial refund for clean choice energy as the raised their rates to $14 kilowatts per hour and again they never made it clear that we signed up for a different company. Side note, I am still receiving emails from Clean choice energy. I would advise everyone to stay clear of them, as charging $170 for 1 month of electricity in our small apartment is unlawful.

  

  Business Response

  Date: 11/21/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ********************* of ********************Apt. ***, Rockville, MD*********. **. **** complaint concerns his energy supply rates and he is requesting and adjustment of his recent supply charges. CleanChoice reviewed **. **** account, and we provide the following information in response thereto.
  
  According to our records, ********** visited our webpage on March 27, 2022 and consented to enroll with CleanChoice for 100% renewable energy supply by: (1) providing his name and email address; (2) providing the utility account number and service address; and (3) clicking Finish digitally acknowledging that he understood and agreed to the terms and conditions. ********** provided the utility account number as **********************, his service address as **************************Apt. ***, Rockville, MD *********, and his email address as *************************
  
  ********* enrolled on an introductory rate of $0.099 cents per kWh for three (3)monthly billing cycles, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. Subsequently, CleanChoice sent ********** a Welcome Letter, including the Contract Summary and Terms &Conditions. *** **** enrollment request was forwarded to the utility on March 28, 2022, which was accepted by the utility with an effective date of March 31,2022.
  
  On July 7, 2022, ********** called CleanChoice to dispute the enrollment and his recent energy supply charges. The CleanChoice customer experience agent explained to ********** the information mentioned above and the clean energy benefits. On September 6, 2022, ********** called CleanChoice to dispute his enrollment via web and requested to cancel his account. The customer experience agent processed a drop request on September 6, 2022, which was accepted by the utility with a service end date of September 9, 2022.
  
  CleanChoices review confirms that *** **** account was accurately billed at the agreed-upon introductory rate which transitioned to a variable rate. We also note that CleanChoice provides a 100%renewable energy product, which is typically a premium compared to the default utility supply service. Upon receipt of this complaint, a CleanChoice customer experience supervisor contacted ********** to explain the information mentioned above. In addition, the supervisor offered a goodwill refund of $108.00. ********** accepted the offer and did not have any additional questions. We believe this response brings this matter to a mutually satisfactory resolution.

• Initial Complaint

  Date:10/12/2022

  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 got a letter from *** on 8/4/2022 announcing that CleanChoice Energy notified them I was a subscriber. Then I received a postcard a couple of weeks ago asking that I sign up for AutoPay. I have been fraudulently signed up for CleanChoice Energy’s Community Solar Program. I never signed anything from this company agreeing to this. When I called them on October 5, 2022, they stated they had an agreement signed by me. I told them I didn’t and to cancel the account upon which I was cited early termination fees to do so. I had them email me the contract. I DID NOT SIGN THIS CONTRACT! I have never seen this contract before and would never agree/sign a 20 year commitment for a program I don’t even understand. My electronic signature is dated 5/18/2021 (note: 2021 not 2022) and the email on the contract does not exist. What is peculiar is that I signed a contract on that exact date with **** ****** to be my electricity supplier with ***. I later cancelled that contract on 7/14/2021. This is where the peculiarities start. My cancelled **** ****** contract had the same electronic signature dates, the same wrong email address cited, and my signature looks identical. CleanChoice Energy is trying to defraud people.  Besides everything else the *** account is in my husbands name only and I could not legally commit him to this contract.

  

  Business Response

  Date: 12/01/2022

  December 1, 2022 
  Dear BBB Staff: 
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the  above-mentioned complaint filed by *** **** ***** of **** ***** *** Havre De Grace, MD  *****. *** *****’s complaint concerns an enrollment dispute of her community solar  subscription. CleanChoice reviewed *** *****’s community solar subscription, and we provide  the following information in response thereto. 
  According to our records, *** **** ***** was solicited by a door-to-door sales agent with a  CleanChoice third-party vendor on May 18, 2021. After a conversation with the sales agent, *** ***** was sent an electronic community solar subscription agreement to the email address she  provided (*******@*******.net), for her review and acceptance. *** ***** electronically  signed the subscription agreement confirming her understanding of the terms and conditions  and her enrollment into the community solar program. 
  On October 5, 2022, *** ***** called CleanChoice to cancel her community solar subscription  claiming she did not sign the community solar subscription agreement. The CleanChoice  customer experience agent retained *** ***** from cancelling her account and sent her the signed agreement on file via email. A CleanChoice customer experience supervisor followed-up  with *** ***** to ensure that her concerns were resolved. However, *** ***** continued to  claim that she did not sign the community solar subscription and requested to cancel her  account.  
  Upon receipt of this complaint, CleanChoice agreed to cancel the outstanding balance of  $457.13 and the early termination fee of $200.00, thus closing the account with a zero balance.  We hope this response brings this matter to a mutually satisfactory resolution. 
  If additional information is needed, please contact [email protected].  
  

  Respectfully, 
  Paul S** ***** 
  Chief Operating Officer
  

  
  

  Customer Answer

  Date: 12/07/2022

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

  
  

  However, their claim in paragraph 2 of their response is FALSE.  I was NOT solicited by a door to door sales agent.  Their statement that they sent me a copy of the subscription agreement to the email I provided, ******************** is FALSE.  The email address cited on their contract is not my email (and never has been),  ************************, as stated on the ******** Community Solar Contract Summary copy of the contract.  I did NOT and would NOT ever agree to any contract yet alone a 20 year commitment from a door to door solicitation. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:10/11/2022

  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.

  In March of 2019 I closed my account with CleanChoice because I was not informed properly that I would pay fees to them as well as my electric company. I paid my final bill end of March 2019. Since then I routinely receive invoices and I will call and/or email and I get the same response of: "Please disregard you are not responsible for the charges, it is an error" They have now sent me to collections. I have attached my collection notice as well as the timeline of events that I have recorded.

  

  Business Response

  Date: 10/28/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by Ms. *********************** of ************************., Saint Cloud, MN *******. **. *****'s complaint concerns her recent community solar subscription charges and her cancellation request. CleanChoice reviewed **. ****** community solar subscription, and we provide the following information in response thereto.
  
  According to our records, ************** was solicited by a door-to-door sales agent with a CleanChoice third-party vendor on June 26, 2018. After a conversation with the sales agent, ************** digitally signed a community solar subscription agreement confirming her understanding of the terms and conditions and her enrollment into the community solar program.
  
  On March 14, 2019, ************** called CleanChoice to cancel her community solar subscription claiming she misunderstood the billing with community solar. The CleanChoice customer experience agent explained to ************** the above-mentioned information and offered to waive the Early Termination Fee (ETF). ************** accepted the offer and had no other questions.
  
  On October 21, 2020, ************** called CleanChoice to dispute a bill she received dated October 5, 2020. A CleanChoice customer experience agent advised ************* that it seemed to be the last bill for her community solar subscription. On October 23, 2020, a CleanChoice customer experience supervisor called ************** and informed her that the bill was issued in error. ************** expressed her understanding and had no additional questions.
  
  In October 2022, CleanChoice identified that ************* was sent bills for a balance of $119.61 throughout late 2021 and early 2022 in error. As a result, CleanChoice contacted ************** and advised her that the issue was resolved, thus closing her account with a zero balance. ************** expressed her understanding and had no additional questions. We believe this response brings this matter to a mutually satisfactory resolution.

  Customer Answer

  Date: 11/02/2022

  [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,
  
  ***********************