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:08/20/2022

  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.

  My Mom signed up with CleanChoice and when she passed in 2019 (at almost 88 years old) I ignored the requests to renew and when I spoke to a representative from your company ***** and she said you just changed the plan!! My brother's bill for this month is $443 and the rep from ********* (main electric company for NYC) says it should be about $50 to $55 per month, You are disgraceful ripping people in low income areas. I was initially contacted by *********************** from your Company and he offered $115.51 which was one month. I feel a fair settlement for ripping off my brother since 2020 (well over $2,000) would be just the charges for 2022 which will be $612.06. Again, for extra emphasis is that the initial contract with CleanChoice expired 2 months after my Mom's death in November 2019 and they continued a plan for a dead person! Disgraceful as my Brother lives on SSDI and food stamps and has no way of paying this unlawful charge.

  

  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 **************** regarding the energy supply service for ************** Apt. **, Bronx, New York ***********. The complaint concerns a contract expiration and the recent supply charges. CleanChoice reviewed the account, and we provide the following information in response.
  According to our records, CleanChoice solicited ******************************* via direct mail marketing in January 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 detachable letter of authorization consenting to enroll for CleanChoice 100% renewable energy supply. ****************** enrolled on an introductory rate of $0.104 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 February 12, 2017, CleanChoice sent ****************** a Welcome Letter, including the Disclosure Statement and the Ter** & Conditions. **. ******** enrollment request was then submitted to the utility on February 13, 2017, which was accepted with an effective date of February 28, 2017.
  In November 2017, CleanChoice mailed ****************** an offer of a 24-month fixed rate of $0.118 cents per kWh. In December 2017, CleanChoice received **. ******** signed letter of authorization consenting to enroll her account on the fixed rate plan. A Welcome Letter, including the Disclosure Statement and Ter** & Conditions, was mailed to ****************** on December 14, 2017. The fixed rate of $0.118 cents per kWh was applied to **. ******** account beginning with the service period of January 25, 2018 to February 26, 2018.
  On December 11, 2019 and December 23, 2019, CleanChoice mailed ************************** Notices to remind her that the current 24-month term would expire on January 29, 2020 and to offer her a fixed price plan of $0.132 cents per kWh for another 24-month term. In addition, the Renewal Notices advised ****************** that the account would be placed on a monthly variable rate if she didnt act. Please note that our records do not indicate that ****************** contacted us prior to the expiration of the 24-month term. Therefore, **. ******** account was placed on a monthly variable rate.
  On August 3, 2022, ***************************, daughter of *******************************, called CleanChoice to cancel the account and advised us that the account holder was deceased. The CleanChoice customer experience agent explained to ****************** the information mentioned above and submitted a drop request, which was accepted by the utility with a service end date of August 24, 2022.
  Please note that CleanChoice would not have known that ****************** was deceased unless we were contacted by the ********, and our records do not indicate that the ******** attempted to contact us prior to the call on August 3, 2022. As a result, **. ******** account remained active and was placed on a monthly variable rate upon expiration of the 24-month term. Moreover, we note that CleanChoices Customer Experience Team treats all customers with respect and would not advise them to contact an attorney because we strive to provide customers a first-call resolution and resolve all concerns during the first phone call. If ****************** has any additional questions, she may contact us at **************.

• Initial Complaint

  Date:08/19/2022

  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.

  My 70-year-old aunt who is like mother to me called me crying that CleanChoice Energy sent her a bill for a service that she never signed up for. They sent her the agreement that they say she signed. The signature has her initials on it. She doesnt even sign her name like that. I called CleanChoice Energy's customer service and told them that the agreement they claimed my aunt signed was forged because she doesnt sign her name with initials. And we have numerous examples of legally binding documents with her signature to prove that signature is completely different from what they sent us. She is the most skeptical person I know when it comes to signing things so I know she didnt sign a CleanChoice agreement with her initials. I got a call back from a supervisor at CleanChoice Energy and she said that they would forgive the debt and she wouldn't owe anything. I asked her to send an email explaining that the debt has been forgiven in writing. She never sent it. Then a couple of weeks later, my aunt got another bill for $403.96. We are already in talks with a law firm that is looking to file a class action lawsuit against CleanChoice Energy because of the massive amount of complaints of fraud by their customers. This company is untrustworthy and committing blatant acts of fraud to get take money from unsuspecting good citizens. We will not pay a penny. I promise that.

  

  Business Response

  Date: 11/08/2022

  November 2, 2022 
  

  Dear BBB Staff: 
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the above-mentioned complaint filed by *** ********* ******** of **** ********** **** *,  Silver Spring, MD *****. *** ********’s complaint concerns her subscription into the  community solar program and the recent subscription charges. 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 August 6, 2020. After a conversation with the sales  agent, *** ******** was sent an electronic community solar subscription agreement to the email address she provided (***************@*****.***), for her review and acceptance. *** ******** electronically signed the subscription agreement confirming her understanding of  the Terms & Conditions and her enrollment into the community solar program. 

  On June 3, 2022, *** ******** called CleanChoice regarding her community solar subscription. The CleanChoice customer experience agent explained to *** ******** the  information mentioned above and that the Early Termination Fee (“ETF”) of $200 would be  waived if she provided at least a ninety (90) days’ notice. However, *** ******** requested to  cancel her community solar subscription and ended the call.  

  On July 27, 2022, *** ******* *********, son of *** ********* ********, called  CleanChoice to dispute *** ********’s community solar subscription and requested that the  outstanding balance of $403.00 be cancelled. CleanChoice reviewed *** ********’s account  and a CleanChoice customer experience supervisor contacted *** ********* to advise him that  CleanChoice agreed to cancel the outstanding balance of $403.00, thus closing ***  ********’s account with a zero balance. In addition, CleanChoice sent *** ********* an  email confirming that the account was closed, and the balance was cancelled. 

  Upon receipt of this complaint, a CleanChoice customer experience supervisor called ***  ********* to reconfirm that the account has been closed with a zero balance. *** *********  expressed his understanding and had no additional questions. 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

  Customer Answer

  Date: 11/08/2022

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

• Initial Complaint

  Date:08/18/2022

  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 was suggested to me when I bought my solar panels as a way to stay green. I was told my cost of electricity rate would be .16 and stay under that of my supplier. Without notification it switched to . 37. It took a few months for me to notice because my solar panels had been over producing. The past three months the rate is triple what the average rate is. When I called Clean Choice the associate I spoke to last month told me that Massachesttes does not allow them to keep people at the introductory rates but requires them to move us to the highest market value. After speaking to a few people, I realize that is a lie. I called again today and was told if I sign a form agreeing to take a settlement for this month only they would adjust my bill to match what ********** would have charged. ********** is at .18 and we were charged .39. I don't want to sign the form, I feel all of my time with clean choice should be at the rate I signed up for. I am afraid if I don't sign it, I will receive no reimbursement. Can you please help me with my rights. I think of my elderly neighbors and non-english speaking friends. They use deplorable marketing schemes and prey unsuspecting customers.

  

  Business Response

  Date: 02/28/2023

  According to our records, CleanChoice solicited ************** via direct mail marketing in May 2019. 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 a letter of authorization agreed to enroll for CleanChoice 100% renewable energy supply on an introductory rate of $0.165 cents per kWh for three (3) monthly billing cycles, then variable month-to-month thereafter.
  On July 22, 2022, ************** called CleanChoice to dispute the recent supply charges and to request a refund. The CleanChoice customer experience agent advised ************** that her account remained on the introductory rate of $0.165 cents per kWh for over eighteen (18) monthly billing cycles. ************** requested to cancel her account, so CleanChoice submitted a drop request to the utility, which was accepted with a service end date of August 12, 2022.
  On August 18, 2022, ************** called CleanChoice again to request a refund. The CleanChoice customer experience agent explained to ************** the information mentioned above and offered her a refund of $554.30 as a goodwill gesture. The agent also explained that a signed waiver form would be required to process the refund. We note that ************** accepted the refund, and a check was mailed to her on November 10, 2022 via USPS.
  We hope this response provides a mutually satisfactory resolution.

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EVERY DAY I am harassed by calls at my work phone about my home residence energy choice. When I asked to be removed from their call list they just say hello how are you today as if they are following a script from the company. Please stop ******* calling me.

  

  Business Response

  Date: 09/07/2022

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by *********************************** of *******************., Broomall, PA**********. **. *********** complaint concerns a do not contact request.
  Upon receipt of this BBB complaint, CleanChoice 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:08/15/2022

  Type:Customer Service 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 keep receiving second attempt notices and obnoxiously persistent attempts to get me to subscribe to their service but I have asked to be removed and left alone. They have also sent solicitors twice to my former apartment in columbia md despite there being an explicit “no soliciting” sign. I want them to leave me alone— they’re essentially harassing me into buying their service.

  

  Business Response

  Date: 09/13/2022

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ******************* of *********************Laurel, MD**********. The complaint concerns a do not contact request.
  Upon receipt of this BBB 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.

  Customer Answer

  Date: 09/14/2022

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

• Initial Complaint

  Date:08/14/2022

  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.

  CLEANCHOICE Energy is wildly ripping me off, with seriously escalating costs every month. I need your help.

  

  Business Response

  Date: 08/31/2022

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the above-mentioned complaint filed by *************************** of **********************Leverett, MA *************. Mr. ******* complaint concerns the recent electric supply charges. CleanChoice reviewed Mr. ******* 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 July 4, 2021 consenting to enroll for CleanChoice 100% renewable energy supply. **. ******** account was enrolled on an introductory rate of $0.113 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 July 16, 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. If **************** has any additional questions, he may contact CleanChoices Customer Experience Team at **************.
  If additional information is needed, please contact [email protected].

• Initial Complaint

  Date:08/08/2022

  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.

  My 70 year old aunt who is like mother to me just called me crying that CleanChoice Energy sent her a bill for a service that she never signed up for. They sent her the agreement that they say she signed. The signature has her initials on it. She doesn’t even sign her name like that! We have numerous documents with proof of what her signature looks like and it is not her initials. I called CleanChoice Energy’s customer service and told them that the agreement they claimed my aunt signed was forged because she doesn’t sign her name with initials. She never has. She is the most skeptical person I know when it comes to signing things so I know she didn’t do that. CleanChoice’s customer service reps weren’t helping at all. They transferred me to VMs or hung the phone up on me. But I see there are a few class action lawsuits out there against CleanChoice, so I’m going to get my aunt to join the lawsuit. They won’t get a penny from us. Forgery is considered a felony in all 50 states and is punishable by jail or prison time, significant fines, probation, and restitution (compensating the victim for money or goods stolen as a result of the forgery).

  

  Business Response

  Date: 11/08/2022

  November 2, 2022 
  Dear BBB Staff: 
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the above-mentioned complaint filed by *** ******* ******** of **** ******* *** SE, Washington,  DC *****. *** ******** complaint concerns his subscription into the community solar program and the recent subscription charges. CleanChoice reviewed *** ********’s community solar  subscription, and we provide the following information in response thereto. 
  According to our records, *** ********* ********, *** ********’s mother, was solicited by a  door-to-door sales agent with a CleanChoice third-party vendor on August 6, 2020. After a  conversation with the sales agent, *** ******** was sent an electronic community solar  subscription agreement to the email address she provided (***************@*****.***), for  her review and acceptance. *** ******** electronically signed the subscription agreement  confirming her understanding of the Terms & Conditions and her enrollment into the community  solar program. 
  On June 3, 2022, *** ******** called CleanChoice regarding her community solar  subscription. The CleanChoice customer experience agent explained to *** ******** the  information mentioned above and that the Early Termination Fee (“ETF”) of $200 would be  waived if she provided at least a ninety (90) days’ notice. However, *** ******** requested to  cancel her community solar subscription and ended the call.  
  On July 27, 2022, *** ******* *********, son of *** ********* ********, called  CleanChoice to dispute *** ********’s community solar subscription and requested that the  outstanding balance of $403.00 be cancelled. CleanChoice reviewed *** ********’s account  and a CleanChoice customer experience supervisor contacted *** ********* to advise him that  CleanChoice agreed to cancel the outstanding balance of $403.00, thus closing ***  ********’s account with a zero balance. In addition, CleanChoice sent *** ********* an  email confirming that the account was closed, and the balance was cancelled. 
  Upon receipt of this complaint, a CleanChoice customer experience supervisor called ***  ********* to reconfirm that the account has been closed with a zero balance. *** *********  expressed his understanding and had no additional questions. 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
  
  

  Customer Answer

  Date: 11/08/2022

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

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the last several years, I keep receiving spam and scam mail from CleanChoice Energy Inc, both claiming I have not paid their bills, and to sign up for their plans. I am tired of receiving junk mail from them every other week.

  

  Business Response

  Date: 02/23/2023

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *** ***** **** of *******************************Elizabeth, New Jersey*********. ********* complaint concerns CleanChoices direct mail solicitation and a do not contact request.
  Our records indicate that ********* information was added to CleanChoices do not contact and do not solicit lists on September 13, 2022. We apologize for the delayed response to this BBB complaint and hope that this response provides a mutually satisfactory resolution.

• Initial Complaint

  Date:07/30/2022

  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.

  I contacted company after receiving a bill. I did not know i was receiving their services until then. As unauthorized person signed up for services under my name without my acknowledgment. I was told services would be cancelled in 1 to 2 billing cycles. Services were never cancelled until I moved from that residence and clean choice was forced to end account. I have not made payment to business. I have contacted them on a few occasions trying to remedy situation. My signature is not on contract. The person living in my household who did not have utilities in their name or my permission,signed an agreement for services. How is this legal? How can someone else sign me up for services.. Didnt sales person see that signer was not female? As they say they had to have seen my ******** **** bill with my name on it. Account was also to be cancelled as I called and they agreed in 1 to 2 billing cycles. It went on for months & nothing i could do to stop it. Also letter received stated services would be cancelled for non payment. Never was cancelled. I was fraudulently charged for solar services I did not sign up for or authorize. I am going to request transcripts of all phone call conversations made to company and seek legal action. I have tried to reach a manager to no avail and bill is going to go to collections.

  

  Business Response

  Date: 03/24/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ******************************* disputing her enrollment into CleanChoices community solar subscription program. ******************** claims that she called CleanChoice to cancel the account, yet she continued to be billed for community solar credits. 
  
  According to our records, ******************** was solicited by a door-to-door sales agent with a CleanChoice third-party vendor on February 11, 2019. After a conversation with the sales agent, 
  ******************** consented to enroll ****************., Marlborough, Massachusetts ********** into CleanChoices community solar subscription program by electronically signing an agreement confirming her understanding and acceptance of the terms and conditions. 
  
  On March 6, 2020, ******************** called CleanChoice to dispute the enrollment. The CleanChoice customer experience agent explained to ******************** the information mentioned above and sent her a copy of the community solar subscription agreement for her reference. ******************** requested to cancel the account, so the agent submitted a cancellation request.
  
  On August 1, 2022, ******************** called CleanChoice and requested that all outstanding community solar charges be cancelled since she disputed her enrollment in March 2020. CleanChoice advised ******************** of her enrollment method and that she received a total of $518.40 in solar credits and paid CleanChoice $0.00 for those credits. ******************** continued to dispute the charges and requested to speak with a supervisor. A CleanChoice customer experience supervisor made several attempts to contact ********************. However, the supervisor was unsuccessful.
  
  Upon receipt of the BBBs email dated March 23, 2023, CleanChoice attempted to contact ******************** to answer any other questions or concerns she may have. However, we were unable to contact her. CleanChoice would like to work directly with ******************** to resolve her concerns. ******************** may contact CleanChoices Customer Experience Team at ************** Monday through Friday between 9 and 6 pm EST.
  
  

  Customer Answer

  Date: 03/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 
  I was fraudulently  signed up for this service. My signature is not on the contract! IT CLEARLY SAYS ANOTHER NAME. It is a roomates signature  who answered the door I later found out. Clean choice energy is aware of this yet still continue to state I signed up for service. My question was how was it legal for another person to sign up for services in someone else's name. Also services were never cancelled by clean choice in March of 2020.  I moved in 2022 I cancelled my electric company and it forced clean choice to end.  
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 04/03/2023

  Dear BBB Staff,

  CleanChoice Energy apologizes for the delay in response. Upon receipt of the BBBs email dated March 23, 2023, CleanChoice attempted to contact **. *************;to answer any other questions or concerns she may have. However, we were unable to contact her. CleanChoice would like to work directly with ******************** to resolve her concerns. We ask that ******************** contact our Customer Experience Team at ************** Monday through Friday between 9 and 6 pm EST, so that we can resolve this matter.

  Sincerely,

  CleanChoice Energy

  

  Business Response

  Date: 04/05/2023

  Dear BBB Staff:
  CleanChoice Energy (CleanChoice) provides the following additional information in response to the above-mentioned complaint filed by ******************************* regarding her community solar subscription.
  According to our records, on February 11, 2019, CleanChoice sent ******************** a community solar subscription agreement to the email address ******************** through the electronic signature platform used by CleanChoice to allow consumers to review, sign and save the subscription agreement. ******************** provided her utility account number and consented to enroll into *********************** community solar subscription program by electronically signing an agreement confirming her understanding and acceptance of the terms and conditions.
  We note that ******************** called CleanChoice on March 6, 2020 and requested to cancel the community solar subscription. The CleanChoice customer experience agent submitted a cancellation request, which was completed effective July 1, 2020.
  CleanChoice has made several attempts to contact ******************** to discuss her complaint. However, we have been unsuccessful. CleanChoice would like to work directly with ******************** to resolve her concerns. ******************** may contact CleanChoices Customer Experience Team at ************** Monday through Friday between 9 and 6 pm EST.

  Customer Answer

  Date: 04/05/2023

  [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: clean choice energy had a salesperson unrightfully obtain a signature at my door , that was not  the electric bill holder at address. The signature says *****************************. Also the email that clean choice says they sent an agreement to was never an email of mine. My name at yahoo.com? I never electronically signed any contract. My roomate did without consent, I was the bill holder. AGAIN THE SERVICE WAS NEVER CANCELLED BY CLEAN CHOICE, THEY WERE FORCED TO STOP AFTER I CLOSED MY ELECTRIC ACCOUNT WITH ******** ****. 
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 04/24/2023

  The contract for *************************, Marlborough, Massachusetts ******** was signed under the name ***************************, not a different name as is claimed in the rebuttal to our original response. The contract is attached for BBB review.

  Customer Answer

  Date: 04/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I understand my name is printed by clean choice energy on the contract! The signature that is scribbled on contract is not my signature.  Clean choice energy sent door sales people to homes and let anybody who answered door sign up for "savings". I was told my past roomate should be spoken to about signing things at door! NO, clean choice energy should ask to see identification!  It was WRONG for clean energy to let a male sign up under my name i am female. I tried to remedy this many times with supervisors on phone. They said to take my roomate to court. They had lost records of mine... I have confirmation #s that mysteriously don't exist on their end anymore. Just wrong. I see on these complaints they have signed other ppl up through spouses, they have history
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 04/26/2023

  CleanChoice Energy maintains that *************************** was person that provided the account information, authorized enrollment, and signed the contract, not another individual. We have provided the contract as proof.

  Customer Answer

  Date: 04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I am rejecting this response because: company maintains it was me that signed the contract, the person who signed it at door does not deny signing paperwork. First name **** as seen on contract, the letter * is first letter of name. They DID allow someone else, a male to sign up under my name. I wanted that contract cancelled, they agreed verbally on phone, then company refused and kept charging me services after they knew it was a fraudulent signature. As I stated Identification should have to be provided at door to prevent this. Contract was wrongfully acquired and should have been terminated immediately.  I called as soon as I received bill in mail as I had not known it existed till then. Bill for 76.00 to be paid by date provided or contract would be cancelled. I thought perfect, I will wait for them to cancel. Never happened. Forced a cancel when I moved from that address.  See attachement. Confirmation # from cancel request, company could not open to see when I called, & almost a year later still being billed. 
  
  Regards,
  
  ***************************
  Regards,
  ***************************
  

  

  Business Response

  Date: 05/15/2023

  CleanChoice Energy maintains that *************************** was person that provided the account information, authorized enrollment, and signed the contract, not another individual. We also maintain that **. ********* received the community solar reductions on her ************ electric account.

  Customer Answer

  Date: 05/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I would like management to take a look back at telephone and email records. They have acknowledged that consent was signed in error at the door by my then roomate. Hence agreeing to terminate contract without penalty. Now it was me who signed the contract and gave account info. I never said credits didn't go to my electric account. They did fraudulently. Also account was not cancelled as it was agreed to be. I had to for a cancellation with clean choice by canceling my national grid account. Clean choice take a look back at message records. Ridiculous and fraudulent company. Beware
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/28/2022

  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 their solar energy program last summer from a door-to-door salesman. In January I got an email from them, which I did not recognize as the company I signed up with, that I found out later, contained a bill. Over a month later, I got a notice in the mail that, due to not having been paid, they canceled my account and charged me $250 cancellation fee. I called them (in Feb.) and explained that I did not get a bill and they said they had emailed me one. I found the email and when I opened the bill that was attached as a document, the text was unreadable -- it was all gobbledygook. I asked that they always send me a bill in the mail, and they said they would remove the fee. They did and I paid what was owed, but because of a time lag, I was again charged the $250 early termination fee. I called again, and since I had paid every bill, they said they would remove the fee. I told them that, although I want to support solar power, their accounting system and policy to quickly charge the $250 fee is unacceptable.The bill dated 3/30, due 4/20, says I owed $310.99, including a $250 charge labeled "early termination fee payment received on 2/23/2022". At that point I wrote them an email (dated 4/15), asking them to cancel my service and account, saying that I would pay anything I owe for April and to send me confirmation that it has been canceled. I stopped getting bills in the mail (the last one dated 4/27). I got an email on the 25th saying I owed $111.95. I called today to complain again, and they said my account was never canceled and I owe $194.22 for May and June. I just received an email saying I owe $194.22, and they will cancel my account as of August 31. How can I owe through August when I canceled on April 15th? I don't think I should owe anything after, at most, a month after I canceled.

  

  Business Response

  Date: 03/24/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ***************************** regarding her cancellation request and an Early Termination Fee (ETF) for her community solar subscription program.
  According to our records, **************** was solicited by a door-to-door sales agent with a CleanChoice third-party vendor on November 27, 2020. After a conversation with the sales agent, **************** consented to enroll ***************************************North Crystal, Minnesota******** into CleanChoices community solar subscription program by electronically signing an agreement confirming her understanding and acceptance of the terms and conditions.
  On January 1, 2022, **************** called CleanChoice and stated that she received an email indicating that her account was closed due to non-payment and that an early termination fee of $250.00 would be assessed. The CleanChoice customer experience agent reviewed **. ******* account and confirmed that the account was active and in good standing. The agent apologized for the inconvenience and advised **************** to disregard the email.
  On April 15, 2022, **************** sent an email to CleanChoice indicating that an ETF of $250.00 was assessed on her invoice and requested to cancel her account.
  On July 28, 2022, **************** called CleanChoice to dispute the recent invoices since she requested to cancel her account in April 2022. CleanChoice reviewed the account and identified that the agent that replied to **. ******* email dated April 15, 2022 did not submit a cancellation request in error. As a result, CleanChoice submitted a cancellation request with a scheduled end date of August 31, 2022. Additionally, CleanChoice confirmed that an ETF would not be assessed to **. ******* account. A CleanChoice customer experience supervisor made several attempts to contact **************** to answer any other questions or concerns. However, the supervisor was unable to contact her.
  Upon receipt of the BBBs email dated March 23, 2023, CleanChoice attempted to contact ****************, but we were unsuccessful. CleanChoice would like to work directly with **************** to resolve her concerns. **************** may contact CleanChoices Customer Experience Team at ************** Monday through Friday between 9 and 6 pm EST.