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:09/14/2022

  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 company clean choice energy has been charging me a range $360-$250 monthly on an a studio of less than 400square feet. Last year we received a letter stating to signed for the year renovation of our contract, we signed in with ******** ****, we did not know that this was a third party involve. ******** **** clarified the situation and we contacted Clean Energy choice just to receive lies. They told me that my new tariff was going to be 11.5kwh, we keep calling each month. The last month we communicated I even got a confirmation number (******) statin the tariff from the moment was going to change. Agency Representative name is ***********************. This person also promise a $100 check for all the circumstances we've through. We did receive the check and when tried to cash through online banking I almost got my account close, bank state that the check is fraudulent and that I was trying to cask in the bank. This people are very shady, I just welcomed 7 old tweens on February and we are paying all this money. We try calling them and they claim we have a contract with them. Today I learned that ******** **** could have simply get back my account. This is very hopeless sin we are making ends meet with all the financial stray that comes with 2 babies and inflammation, for this company to be stealing from humble people. I hope you can help me out. Please note the billing statement you need a loop to actually find the third party company. I feel abused, taken advantage, and very disappointed. Thank you, *****************************

  

  Business Response

  Date: 09/23/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ********************************* of *********************************Lawrence, MA *******. The complaint concerns the recent energy supply charges. CleanChoice reviewed **. ****** account, and we provide the following information in response thereto.
  
  According to our records, CleanChoice solicited ************** via direct mail marketing in January 2021. 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 March 21, 2021 consenting to enroll for CleanChoice 100% renewable energy supply. **. ****** agreed to enroll on an introductory rate of $0.131 cents per kWh for three (3) monthly billing cycles, then variable month-to-month thereafter.Please note CleanChoice does not charge early termination fees. On April 12,2021, CleanChoice sent ************** a Welcome Letter, including the Contract Summary and the Terms & Conditions.
  
  On August 15, 2022, ************** called CleanChoice to dispute the recent supply charges. The CleanChoice customer experience agent explained the information mentioned above and offered a new plan with an introductory rate of $0.115 cents per kWh for two (2) monthly billing cycles, then variable month-to-month thereafter. As a goodwill gesture, the CleanChoice customer experience agent also offered a $100 refund. ************** agreed to the new plan and accepted the refund. The CleanChoice customer experience agent submitted the rate change request to the utility, which was accepted with an effective date of September 12, 2022.
  
  CleanChoices review confirms a valid enrollment based on letter of authorization that ************** signed and returned in March 2021. CleanChoices review also confirms that **.****** account was accurately billed at the agreed-upon introductory rate which transitioned to a variable rate. Moreover, we 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 attempted to contact **************. However, the customer experience supervisor was unsuccessful. If ************** has any additional questions, he may contact CleanChoices Customer Experience Team at **************.

• Initial Complaint

  Date:09/13/2022

  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.

  Earlier this month an "agent" of yours broke into my home fraudulently representing himself as someone from ***. I've attached the badge he flashed while barging through my door. He asked to see my *** bill and was telling us he was going to save us money by participating in a solar energy program. I pulled up my bill on my phone so he could "see if I am eligible". I asked him repeatedly what the program was and how it works, but he would never answer directly. While having my phone in his hands "looking over our bill" he enrolled me in a contract WITHOUT my consent. As soon as I realized what he had done I asked him to cancel it immediately. He told me it could not be cancelled. I filed a police report with our county police and he drove away in his getaway car. If my name, account, or information is in ANY WAY utilized by your company AT ANY TIME, I will press charges. If any changes are made to my *** bill, charges will be filed, referencing the police report filed this evening. Contact me immediately to confirm.

  

  Business Response

  Date: 09/14/2022

  Hello ********************,

  CleanChoice has received your complaint and we are currently conducting an investigation. Will you please send us a copy of the agent badge and the police report that you mention in your complaint? This information will help us conduct a thorough investigation into your complaint. Thanks in advance.

  CleanChoice Energy

• Initial Complaint

  Date:09/05/2022

  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.

  We were offered the option to use Clean Choice Energy through mailers in coalition with our utility, ****, in Rochester, NY. They had been soliciting us for over a year at our apartment, and when we purchased our first home, we thought it would be a good option. We checked the box on the form, and returned it. We started getting our energy supplied by Clean Choice Energy and delivered by ****. After almost a year, in October of 2021, our rates started to increase. By March of 2022, they had doubled. By July, it had quadrupled, and by August, it was close to a 500% markup in just 10 months. We called **** in June to find out what had happened as our autopayment was denied. They said we had to dispute the price increase with the supplier. When we called the supplier, we were trying to reach someone other than the front line billing representative, and they assured us that a Supervisor would call us back. During this period of dispute, June-July with ****, and August with Clean Choice Energy, we were billed over $3000 for services from May-July. The initial billing rep for Clean Choice informed us we did not have a flat rate contract with them, and ours was adjustable. That was grounds for an immediate dispute, as we were never offered, informed, or given the option of, a flat rate agreement, when we initially signed up for their service, or the time since. The initial ad led us to believe that the rates would be stable and in comparison with our local utility, and that it would be beneficial as a clean source of energy. This is in direct comparison to the fraudulent lending and the subsequent financial crash in 2008, by capitalizing on an unsustainable adjustable rate structure. We have had no call back in 2 weeks, after being assured on 2 separate phone calls, that a supervisor would be calling us back. This is while a shut off is looming, past its actual stated date. We request an adjustment and reconciliation retroactively, and an investigation into the business.

  

  Business Response

  Date: 09/30/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by **. ************************* regarding the energy supply service for ********************Churchville, New York  *******. The complaint concerns the recent energy supply charges. CleanChoice reviewed its records, and we provide the following information in response thereto.
  
  According to our records, CleanChoice solicited *******************************, **. ****************** spouse,at ****************************Churchville, New York ********* via direct mail marketing in July 2021. 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 July 23, 2021 consenting to enroll for CleanChoice 100% renewable energy supply. **. ********* agreed to enroll on an introductory rate of $0.077 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 August 4,2021, CleanChoice sent ******************** a Welcome Letter, including the Contract Summary and the Terms & Conditions.
  
  On August 25, 2022, ******************** called CleanChoice to complain about her high bills. The CleanChoice customer experience agent explained the information mentioned above and offered a new plan with an introductory rate of $0.117 cents per kWh and a credit. ******************** declined the offer and requested to speak with a supervisor to request reimbursement for 5 months of alleged overpayment.The customer experience agent informed her that a supervisor will call her. Later the same day, ******************** called CleanChoice again to follow up with her request to speak to a supervisor or manager as she stated that she was previously told a supervisor would call her in five minutes but never received a call. The CleanChoice customer experience agent informed ******************** that a supervisor or manager would call her in about 3-5 days.
  
  CleanChoices review confirms that **. ************* ********* spouse, 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. If ******************** has any additional questions, she may contact CleanChoices Customer Experience Team at **************.

• Initial Complaint

  Date:09/05/2022

  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.

  When i originally signed with Clean Choice Energ they had promotion running whereby they offered $50 gift card when you signed up; This was never received.Furthermore, my bills have tripled since I signed up;

  

  Business Response

  Date: 09/30/2022

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by *********************************** of ************************Unit ***, Baltimore, MD ***********. The complaint concerns the recent energy supply charges and nonreceipt of a sign-up promotional offer. CleanChoice reviewed **************************** account, and we provide the following information in response thereto.
  
  According to our records, CleanChoice solicited ******************** via direct mail marketing in March 2022. 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 March 31, 2022 consenting to enroll for CleanChoice 100%renewable energy supply. **. ********* agreed to enroll on an introductory rate of $0.100 cents per kWh for three (3) monthly billing cycles, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. On April 27, 2022, CleanChoice sent ******************** a Welcome Letter, including the Contract Summary and the Terms & Conditions. CleanChoice records do not show that ******************** was offered a sign-up promotional offer.
  
  On September 7, 2022, ******************** called CleanChoice to complain regarding high bills and requested to cancel her account. The CleanChoice customer experience agent informed ******************** that a review of her account indicated that her total energy consumption was higher than previous months. The CleanChoice customer experience agent submitted a drop request to the utility, which was accepted with a service end date of September 12, 2022. ******************** stated she would reach out to her utility company and did not have any additional questions.
  
  CleanChoices review confirms that the account was accurately billed at the agreed-upon introductory rate which transitioned to a variable rate and there was no sign-up promotional offer. 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 ******************** and offered her a goodwill refund of $113.13, equivalent to the CleanChoice supply charges for the last three billing cycles. ******************** accepted the supervisors offer and did not have any additional questions. We believe this response brings this matter to a mutually satisfactory resolution.

  Customer Answer

  Date: 10/16/2022

  [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: the refund promised has never been received.
  
  Regards,
  
  *******************************
  

  

  Business Response

  Date: 12/06/2022

  December 5, 2022 
  Dear BBB Staff: 
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) follow-up response to the  above-mentioned complaint filed by *** ******* ******** of *** * ******* ****** Unit ***,  Baltimore, MD *****. *** ******** indicated that she has not received the refund check from  CleanChoice. 
  Please note that CleanChoice has confirmed that a refund check of $113.13 will be mailed to  *** ******** on December 5, 2022, to *** * ******* ****** Unit ***, Baltimore, MD *****. We believe 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
  
  

• Initial Complaint

  Date:08/31/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Clean Choice Energy after a sales person visited me and told me that I would save money on my energy payments.Unfortunately, utilizing this service tripled my energy bills on a monthly basis. It was unsustainable for me. So in December 2021, I called and asked what could be done. At this time, I had over $900 in credits with Xcel energy from Clean Choice, and that was continuing to accumulate. Meanwhile, it was causing me economic hardship to pay this much extra.In that call, the customer service representative told me they could put my account on hold. They said another person would get my spot, but when I wanted to start up again, I could call and I would be on the top of the list for a new spot. The representative told me I would need to still pay December, January and possibly February coming up, but that after that time, I would stop receiving bills from Clean Choice Energy. I agreed to this solution.When February came, I was still receiving bills, so I called to ask why, as well as to tell them that I can't afford these payments anymore and won't pay based on what they promised. I made several calls through March and April trying to resolve this. I continued to pay in March and April. I was getting nowhere, so I emailed in June. In July, I received a voicemail stating that they would put my account on hold but not forgive the debt I never should have had. But my account was not put on hold, I continued to be billed. I received several notices that my account was cancelled this summer, but each month continued to be billed. They now say I owe over $900.I would like for my account to be put on hold immediately and for all debt owed after April 2022 to be forgiven, which is more than generous, as this company has lied to me all along the way. I would also like any early termination fee for the cancelled account to be forgiven. Total is $909.53 plus a $250 termination fee needing to be forgiven.

  

  Business Response

  Date: 11/08/2022

  November 3, 2022 
  Dear BBB Staff: 
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the  above-mentioned complaint filed by *** ******* ***** of *** ****** ***., 
  North Mankato, MN *****. *** *****’s complaint concerns a cancellation request.  CleanChoice reviewed the enrollment, 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 October 8, 2019. After a conversation with the sales agent,  *** ***** was sent an electronic community solar subscription agreement to the email address  she provided ([email protected]), 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 December 3, 2021, *** ***** called CleanChoice to request lower energy allocation as she  had too many credits. The CleanChoice customer experience agent offered to place ***  *****’s account on hold, and she could call back to reactivate her account at any time. ***  ***** accepted to place her account on hold and had no additional questions.  
  Upon receipt of this complaint, CleanChoice investigated and identified that the customer  experience agent submitted a lower allocation request rather than requesting the account to be  placed on hold. As a result, CleanChoice cancelled the remaining balance, thus closing her 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

• Initial Complaint

  Date:08/30/2022

  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.

  My energy bill for July (due in August) was $503.99. That is for a two-member household of a modest sized house (1695 sq ft). I have NEVER had such a high utility bill. When I called **** to find out why it was so high, I learned that Clean Choice charged 17 cents per Kilowatt hour versus 3 cents for ****!!!! That’s outrageous and could not have come at a worse time; my husband just passed away July 20th and my income is significantly reduced. I immediately switched over to **** energy. I then did call Clean Choice and explained my situation and asked if they could please reduce the rate, that this presented a financial hardship AND that I had NEVER had such a high bill. Their answer was that there was nothing they could do for me since I had canceled with them. I called a second time a few days later and spoke to a different person who said the same thing; they could do nothing for me, but that he would pray for me. Then I got my August bill ;due in September) which again was obscenely high -$ 508.39. Plus they started sending me emails to sign back up with them and they would give me a $50 gift card. Are they kidding?!?!? I called and told them to stop sending me any form of correspondence, that they are criminals. They have cause me GREAT financial stress at a very difficult time and somehow, somehow, this big giant corporation of a business can do NOTHING for me. NOTHING!!! They are criminals!!!

• Initial Complaint

  Date:08/29/2022

  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.

  This company is a scam! They claim to save you money on your electric bill but they actually just charge you a higher rate than ******** ***** My ******** **** bill is $189.06 for the month. Then Cleanchoice charged me another $533.35 for I don't even know what. So that's a total of $722.41 for one month of electricity for a tiny ranch with 2 people who work full time and are never even home. I've lived in the home for years and have never paid more than $200 before this company scammed me. Every time I try to call them and figure out why they are charging me so much, all they do is focus on the adjustment - money they claim to save me. For this month the adjustment was $253.22, but that isn't actually saving me any money when they charge me $533.35 on top of my original electric bill and they provide NOTHING. I can't figure out how to get out of this company that hasn't provided any service and only drains my bank account. When I originally signed up they told me I should NOT continue paying ******** ****, just them, and then I was backup for months worth of bills with ******** **** and they almost cut off my electric. Nothing this company has promised, advertised or sold to me have been honest or beneficial in any way.

  

  Business Response

  Date: 09/16/2022

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by **************** ******* (identified as ************************* in the complaint) of ******************* Millville, MA *******. The complaint concerns the recent energy supply charges. CleanChoice reviewed **. ********** account, and we provide the following information in response thereto.
  According to our records, CleanChoice solicited ****************** via direct mail marketing in May 2021. 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 28, 2021 consenting to enroll for CleanChoice 100% renewable energy supply. ******************** agreed to enroll her account on an introductory rate of $0.13 cents per kWh for three (3) monthly billing cycles, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. On June 10, 2021, CleanChoice sent ****************** a Welcome Letter, including the Contract Summary and the Terms & Conditions.
  CleanChoices review confirms that **. ********** account was accurately billed at the agreed-upon introductory rate which transitioned to a variable rate. Moreover, please note that our records do not indicate that ********************** contacted us prior to filing his complaint.
  Upon receipt of this complaint, a CleanChoice customer experience supervisor attempted to contact **********************. However, the supervisor was unsuccessful. Please note that CleanChoice submitted a cancellation request, and we are awaiting a response from the utility indicating the service end date. As a goodwill gesture, CleanChoice is processing a refund of $413.00, which is equivalent to the difference between the CleanChoice supply rate and the price-to-compare for the last billing cycle. If ********************** has any additional questions, she may contact CleanChoices Customer Experience Team at **************.

• Initial Complaint

  Date:08/26/2022

  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.

  Apparently I signed up with Clean Choice April 2021 to keep the same cheap electric rates I had at the time. The first year was fine but from April 2022-August 2022 my bill has been sky high! Called ***** to see why my bill was $250 from $120. They said check my 3rd party payer Clean Choice. ***** informed me of how they were overcharging me really bad and I should call and cancel them which I did July 12th. I called Clean Choice and complained about my bill being so high and also I don't remember renewing anything with them or even signing up. The supervisor called me back and said he would be sending a check for $208 and I should have it in 7 days. End of July still no check. I get my electric bill for August and my bill is now $340 even though I cut them off. I called and complained lady was so rude. Then when I said I would get BBB involved she changed her tone and agreed that I was being charged a lot so they would send an additional refund check of $131.58 on 8/16. I have yet to receive the checks. Today I called Aug 26th and apparently they have to open a case to find my July check. Now they have void and send another one. I'm moving in 3 weeks this is ridiculous! Case #********. I also want a copy of the contract that I signed for this company which they won't provide.

  

  Business Response

  Date: 09/15/2022

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ************************* of **** *************. Apt. ****, Waldorf, Maryland *******. **************** complaint concerns an enrollment dispute and recent refund checks. CleanChoice reviewed **************** account, and we provide the following information in response thereto.
  According to our records, CleanChoice solicited ************** via direct mail marketing in March 2021. 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 consenting to enroll for CleanChoice 100% renewable energy supply. **************** account was enrolled on an introductory rate of $0.069 cents per kWh for three (3) monthly billing cycles, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. On May 26, 2021, CleanChoice sent ************** a Welcome Letter, including the Contract Summary and the Terms & Conditions. A copy of **************** letter of authorization is attached for your reference.
  On July 13, 2022, ************** called CleanChoice to dispute the recent supply charges and cancel her account. The CleanChoice customer experience agent explained to ************** the information mentioned above and offered her a goodwill refund of $208.92, which is equivalent to the difference between the CleanChoice supply rates and the utility price-to-compare for the last three (3) billing cycles. ************** accepted the agents offer and did not have any other questions. Please note that our records indicate that a refund check was mailed to ************** via USPS mail on August 10, 2022.
  On August 15, 2022, ************** called CleanChoice to dispute the CleanChoice supply charges assessed on the bill dated August 5, 2022 and inquire about the status of the refund check. The agent explained to ************** that the utility accepted her cancellation request with a service end date of July 19, 2022 and that the final CleanChoice supply charges were assessed on the bill dated August 5, 2022. Additionally, the agent advised ************** that the refund check was mailed on August 10, 2022. As a goodwill gesture, the agent processed an additional refund of $131.58 for the final supply charges. We believe this response brings this matter to a mutually satisfactory resolution.

  Customer Answer

  Date: 09/21/2022

  [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: I received a call from Clean Choice on Monday 9/19/22 to see if I received my 2 checks in the mail. I told the person no I did not however I find it funny that I am still receiving correspondence from this company to sign up for their services. I let them know I was moving a month and advance. I have moved but still have access to my mail at my old address. As of 9/21/22 still no check. They said it would be *****d to my new address and still no ****** check. 
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 10/26/2022

  September 15, 2022

  Dear BBB Staff:
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the above-mentioned complaint filed by *** ***** ***** of **** ********** **. Apt. ***, Waldorf, Maryland *****. *** *****’s complaint concerns an enrollment dispute and recent refund checks. CleanChoice reviewed *** *****’s account, and we provide the following information in response thereto.

  According to our records, CleanChoice solicited *** ***** via direct mail marketing in March 2021. 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 consenting to enroll for CleanChoice 100% renewable energy supply. *** *****’s account was enrolled on an introductory rate of $0.069 cents per kWh for three (3) monthly billing cycles, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. On May 26, 2021, CleanChoice sent Ms. Savoy a Welcome Letter, including the Contract Summary and the Terms & Conditions. A copy of *** *****’s letter of authorization is attached for your reference. On July 13, 2022, *** ***** called CleanChoice to dispute the recent supply charges and cancel her account. The CleanChoice customer experience agent explained to *** ***** the information mentioned above and offered her a goodwill refund of $208.92, which is equivalent to the difference between the CleanChoice supply rates and the utility price-to-compare for the last three (3) billing cycles. *** ***** accepted the agent’s offer and did not have any other questions. Please note that our records indicate that a refund check was mailed to *** ***** via USPS mail on August 10, 2022.

  On August 15, 2022, *** ***** called CleanChoice to dispute the CleanChoice supply charges assessed on the bill dated August 5, 2022 and inquire about the status of the refund check. The agent explained to *** ***** that the utility accepted her cancellation request with a service end date of July 19, 2022 and that the final CleanChoice supply charges were assessed on the bill dated August 5, 2022. Additionally, the agent advised *** ***** that the refund check was mailed on August 10, 2022. As a goodwill gesture, the agent processed an additional refund of $131.58 for the final supply charges. We believe this response brings this matter to a mutually satisfactory resolution.
  

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

  Respectfully,
  
  Chief Operating Officer

  

  Business Response

  Date: 10/26/2022

  October 25, 2022

  Dear BBB Staff:
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) follow-up response to the above-mentioned complaint filed by *** ***** ***** of **** ********** **. Apt. ***, Waldorf, Maryland *****. *** ***** indicated that she has not received the refund check from CleanChoice.

  Please note that CleanChoice has confirmed that a refund check of $499.00 was mailed to *** ***** on October 24, 2022 to **** ***** ****** **. Apt ***, New Carrollton, MD *****. 
  

  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.
  

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

  Respectfully,
  
  Chief Operating Officer

  Customer Answer

  Date: 10/26/2022

  [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: I was told after phone call in early October that refund check was sent! Now looking at this new letter they are saying check was mailed Oct 24th?! At this point everyone is lying. As of Octave 26th I have YET to receive a refund!
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 08/15/2023

  This has been settled. Please close case.

• Initial Complaint

  Date:08/25/2022

  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.

  My ***** bill doubled in July and my latest bill is nearly $2,000 for the month. I called ***** and they advised that I was enrolled in Clean Choice (via online enrollment) in 2019. I never enrolled online to use clean choice. I called clean choice to complain and they sent an email stating my account was enrolled on like, no screen shot or other documentation showing I entered my account number on line in 2019. I asked for additional proof and they have ignored my emails. Additionally, I was disenrolled but ***** is telling me it take 2-3 billing cycles to switch back to *****. I will pay the ***** rate per kwh but not the Clean Choice rate which is 2-4x higher than *****. How is a company that is supposed to save people money charge up to 4x more than *****.

  

  Business Response

  Date: 09/19/2022

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the above-mentioned complaint filed by *** ***** ****** of * ******* *****, Colts Neck, New Jersey *****. *** ******’s complaint concerns an enrollment dispute. CleanChoice reviewed the enrollment, and we provide the following information in response thereto
  According to our records, **** ****** ******, spouse of *** ***** ******, visited our webpage on November 20, 2018 and consented to enroll with CleanChoice for 100% renewable energy supply by: providing her name and email address; (2) providing the utility account number and service address; and (3) clicking ‘Finish’ digitally acknowledging that she understood and agreed to the terms and conditions. **** ****** provided the utility account number as ********************, her service address as * ******* *****, Colts Neck, New Jersey *****, and her email address as *********************.
  **** ****** enrolled on a fixed price of $0.161 cents per kWh for twelve (12) monthly billing cycles. Please note CleanChoice does not charge early termination fees. Subsequently, CleanChoice sent **** ****** a Welcome Letter, including the Contract Summary and Terms & Conditions. **** ******’s enrollment request was forwarded to the utility on November 22, 2018, which was accepted by the utility with an effective date of January 9, 2019.
  On August 8, 2022, *** ****** called CleanChoice to dispute the enrollment. The CleanChoice customer experience agent explained to *** ****** the information mentioned above and emailed him the enrollment confirmation details for his reference. As a gesture of goodwill, the agent offered *** ****** another fixed price plan. However, *** ****** declined the agent’s offer and requested to cancel the account. The agent processed a drop request, which was accepted by the utility with a service end date of September 8, 2022.
  CleanChoice’s review confirms a valid enrollment based on the digital enrollment that **** ****** submitted on November 20, 2018.

• Initial Complaint

  Date:08/25/2022

  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.

  I signed up for clean choice energy & noticed my bill was very high. I called them to cancel on 7/21/22 at 1:30 pm confirm # ******** account # ***********. They have not canceled & I got a bill for $235.01. I have never spent that amount. I want them to cancel my plan & put my electricity delivery back to eversource.

  

  Business Response

  Date: 09/14/2022

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ******************************* of *****************, New Bedford, MA *********. ****************** complaint concerns his cancellation request. CleanChoice reviewed ****************** account, and we provide the following information in response thereto.
  According to our records, **************** called CleanChoices Customer Experience Team on July 22, 2022 and requested to cancel his electric supply account. As a result, the CleanChoice customer experience agent submitted ****************** cancellation request to the utility, which was accepted with a service end date of August 11, 2022. Please note that the utility controls when customers are returned to the default supply service, depending on their billing and meter read schedules.
  On August 25, 2022, **************** called CleanChoice to inquire about the status of his cancellation request. The agent explained to **************** that his account was closed with a service end date of August 11, 2022. If **************** has any additional questions, he may contact CleanChoices Customer Experience Team at **************.