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:07/27/2022

  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.

  I cancelled my account with Clean Choice Energy on March 16, 2022. I continue to receive bills, which I paid. However, I just received another bill dated 7/13/22 even though I was told by a supervisor last month that I would not be billed again. I refuse to pay this latest bill since my account was cancelled in March 2022.

  

  Business Response

  Date: 02/24/2023

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ***. ******************************* on August 25, 2022.CleanChoice apologies for the delay, and we provide the following information in response thereto.
  
  ******************** also filed a complaint with the Maryland Public Service Commission on August 9, 2022 regarding her request to cancel her community solar subscription. CleanChoice responded to that complaint on August 18, 2022 with the following information:
  
  "**. *****************************, spouse of ***. ******************************** was solicited by a door-to-door sales agent with a CleanChoice third-party vendor on January 16, 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 April 25, 2022, ********************* called CleanChoice and requested to cancel the community solar subscription. The CleanChoice customer experience agent indicated to ********************* that he processed her cancellation request and advised her that it may take up to ninety (90) days to take effect.
  
  Upon receipt of this complaint, CleanChoice identified that the agent did not properly submit the cancellation request on April 25, 2022. CleanChoice has cancelled the outstanding charges of $105.20,thus closing the account with a zero balance. A CleanChoice customer experience supervisor contacted ********************* and explained the information mentioned above. ********************* expressed her understanding and did not have any other questions. The supervisor also sent an email to ********************* confirming that the outstanding charges were cancelled."
  
  CleanChoice reviewed its records and confirmed that the account is closed with a zero balance. We hope this response provides a mutually satisfactory resolution.

• Initial Complaint

  Date:07/21/2022

  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.

  I did not sign up for this company and now they are insisting that I owe them more than $300. They signed me up using an email address that I haven't used for at least 10 years as well. So bizarre. When I call customer service the person was unable to help me obtain a copy of the original contract. Please can you help?

  

  Business Response

  Date: 08/31/2022

  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 ***************************., Silver Spring, Maryland ************. **. ********* complaint concerns an enrollment dispute. CleanChoice reviewed the enrollment, and we provide the following information in response thereto.
  Our records indicate that following a conversation with a sales agent with a CleanChoice third-party vendor, ******************** consented to a community solar subscription by signing an electronic agreement dated August 4, 2020. ******************** provided the utility account number and electronically signed the subscription agreement confirming her understanding of the terms and conditions and her enrollment into the community solar program. A copy of the subscription agreement is attached to this response for your reference.
  On July 19, 2022, ******************** called CleanChoice to dispute her community solar subscription and the recent bill in the amount of $339.08. The CleanChoice customer experience agent explained the information mentioned above and offered to email her a copy of the subscription agreement for her reference. ******************** requested that the subscription agreement be sent to her via postal mail. CleanChoice mailed ******************** a copy of the subscription agreement on July 22, 2022.
  Upon receipt of this complaint, a CleanChoice customer experience manager attempted to contact ********************. However, the manager was unsuccessful. CleanChoice has agreed to waive the outstanding balance of $339.08, thus closing **. ********* account with a zero balance. We would like to work directly with ******************** to answer any additional questions or concerns. ******************** may contact CleanChoices Customer Experience Team at ************** Monday through Friday between 9 and 6 pm EST.