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:07/28/2023

  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.

  Although I never chose to sign up for Clean Choice Energy on my ***** bill, they started charging me extra in April, 2023. I've called ***** to ask them to stop charging me extra for Clean Choice Energy that I never chose. I would like to be refunded for these past four months. The total amount I need refunded is $305.94 (four months of charges that were not of my choice.)

  

  Business Response

  Date: 08/15/2023

  August 15, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of **** ****** *** Takoma Park, MD *****. The complaint report states that *** ******* claims she did not authorize the switch to CleanChoice as her electric supplier.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was not able to reach *** *******.
  
  The complaint report claims *** ******* did authorize enrollment with CleanChoice, however, we received the attached enrollment response to a direct mail offer 2/28/23, which authorized enrollment.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  Date:07/28/2023

  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 was told it was going to be cheeper on my Electric bill, But the Electric is cheep buy Clean Choice charging way too much money, I have call them to have it taking off, but they give me the runaround, They are not thinking what others bills we have to pay..

  

  Business Response

  Date: 08/14/2023

  August 14, 2023

  Dear
  BBB Staff:
  
  Please
  accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to
  the complaint filed by ****** ******* of ** ******** **, #* Oakland, MD *****. The
  complaint report states that *** ******* believed he was promised savings when
  he enrolled with CleanChoice.
  
  Upon receipt of this complaint a
  supervisor from CleanChoice Energy reached out to *** ******* on the number
  listed in the complaint. The supervisor was not able to reach *** *******, but
  the supervisor did process a cancelation request on 8/2/23.
  
  The complaint report claims *** ******* was promised savings, however, the offer mailed to *** ******* has the
  following FAQ: “Q. What will happen to my electricity bills? A. In short,
  supporting renewable energy costs more than polluting energy.”
  
  We believe this response brings this
  matter to a mutually satisfactory resolution. If any additional information is
  needed, please contact: [email protected].
  
  Respectfully,
  
  General
  Counsel and EVP, Corporate Affairs

• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving mail from CleanChoice on a weekly almost daily basis for the last 3 or so months. Please remove me from your mailing list.

  

  Business Response

  Date: 08/14/2023

  August 14, 2023

  Dear
  BBB Staff:
  
  Please
  accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to
  the complaint filed by ***** ******* of **** * ****** *** Apt * Chicago, IL
  *****. The complaint report states that *** ******* requested her information
  be placed on our do not contact list.
  
  Upon receipt of this complaint *** *******’s information was placed on our do not contact and do not solicit list.
  Please note we plan our marketing campaigns in advance, so we ask that *** ******* allow up-to 90 days for this to take effect.
  
  We believe this response brings this
  matter to a mutually satisfactory resolution. If any additional information is
  needed, please contact: [email protected].
  
  Respectfully,
  
  General
  Counsel and EVP, Corporate Affairs

• Initial Complaint

  Date:07/13/2023

  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.

  Jul 6, 2023, 1:11?PM (7 days ago)Your signup confirmation code is ********** and you can find your terms and conditions here. Jul 13, 2023, 11:03?AM (3 hours ago)****, you’re so close to switching to 100% clean, renewable energy. However, we are experiencing an issue enrolling your account. Please give us a call today at ###-###-#### so we can further assist you and help you complete your enrollment. Jul 13, 2023, 2-3PM Called the number, person answered and said there was an issue on the address, but once that is corrected they can send it in and be good. Was told, I do not get the promo anymore, and customer service can handle from there. Transferred to customer service, person said there is nothing they can do, they see the utility company rejected it, and not based on address. 2 different stories, and being told now even thought I applied during the promo, I am not eligible for it anymore because it ended. I explained the situation, and that even though the promotion was over, this was started during it. Its not like I did an enrollment today, and want something I saw. It took 1 week to get a response on the enrollment, and that did not give me anytime to find out there was an issue. Now I am being penalized and told I cannot what I enrolled for because the system and process is slow. Great way to treat a future customer, but now I am not because its not the 7.0 ¢/kWh Same rate for 12 months which I enrolled during, its now 11.5 ¢/kWh Same rate for 12 months. I will be more than happy to spread the word on how this company handles their processes and customers.

  

  Business Response

  Date: 07/25/2023

  We have emailed the customer to confirm we are honoring the 7.0 /kWh electric supply rate for 12 months. We are also reviewing to our online only rate offer process to ensure we avoid complaints like this in the future.

  Customer Answer

  Date: 07/26/2023

  [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 received a response via email yes, on 7/21/2023. I responded same day, 7/21/2023. No response back. Waiting for CleanChoice Energy to respond, and provide an updated finding/response the situation.
  

  from: ****** ***** <*********************************************> via *************************************************** 
  to: ************************ <**********************>
  
  date: Jul 21, 2023, 10:37?AM
  subject: Plan Change
  mailed-by: *****************-********.*****.**************.***
  security:  Standard encryption (TLS) Learn more
  : Important according to ****** *****.

  from: ********************;<**********************>

  to: *********************** <************@cleanchoiceenergy.com>
  
  date: Jul 21, 2023, 11:56?AM
  subject: Re: Plan Change
  mailed-by: *****.com
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a former customer of Clean Choice Energy and cancelled when I moved a few months ago. Immediately, I started receiving mail from them at my new address and have received mail several times a week asking me to resubscribe ever since. I have asked them to remove me from their mailing list and delete my data. I was informed that the mailings would stop in 90 days because they schedule their mail in advance. They have not addressed my requests to remove my data, only to cease sending me mail. I'm asking for my personal data to be removed immediately.

  Customer Answer

  Date: 07/10/2023

  My last name is *****

  

  Business Response

  Date: 08/23/2023

  In order to ensure CleanChoice can stop mail solicitations from the complainant, we need to confirm the complainant's full address which is missing from the report. Please confirm the full BBB and we will reply confirming if we have made contact with the complainant in the past and if we have placed the customer on our do not contact and do not solicit lists already.

  Customer Answer

  Date: 08/28/2023

  Their response is irrelevant to my complaint. I have already asked them to cease mailings and they do not need to confirm whether they have placed me on their "do not mail" list. I am specifically asking them to remove all data associated with my name. Their response is consistent with the response they have been giving me. When they acknowledge my actual request (to remove all their data associated with me), then I will provide additional information.

  

  Business Response

  Date: 09/11/2023

  We have added *************************** information to our do not contact and do not solicit list as of June 2023. We believe that this bring this issue to a mutually satisfactory resolution.

  Customer Answer

  Date: 09/12/2023

  [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:
  They have not addressed my request to purge my data from their records, only that they have placed me on "do not contact/solicit" lists.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:06/26/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received my most recent electric bill of $1,778.80 from ****, CleanChoice Energy is the supplier on my account. **** account #*****-*****. Meter reading is for 5/26-6/13/2023, but CleanChoice is billing me for service covering each month from April 2020 to June 2023 on this one bill. How is this ok? I have called **** and CleanChoice Energy multiple times and both point the finger back at the other. Ultimately the issue is with CleanChoice since I have paid **** each month on time and am currently paid up. I cannot afford to pay this amount that CleanChoice is billing me for, and I don't feel I should have to based on their delinquent billing practices. I would like this matter reviewed and resolved as quickly as possible.

  

  Business Response

  Date: 07/13/2023

  We regret the experience that *** *** had with our service. We are investigating the details of her experience and how we can work with **** to prevent it from happening again the future. A supervisor with CleanChoice contacted *** *** and confirmed we were mailing a credit to make right on the mistake. The credit is scheduled to be mailed on 7/18/23. We believe this is a mutually satisfactory resolution. We encourage *** **** to contact us if she needs anything further assistance. 

  Customer Answer

  Date: 07/19/2023

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

• Initial Complaint

  Date:06/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never, nor do I want anything to do with this company, and my phone is on the "Do Not Call List". This company calls all hours of the day and night, never leaving a message, just calls and hangs up from multiple phone numbers, and multiple times a day. I have already filed a fraud complaint with the National Do Not Call Registry on 6/15/23. This company started calling me on 6/12/23 phone #************** @ 3:23 pm, Then again, the same day from ************ @5:52 pm, then on 6/13 from ************ @ 9:29 am again same day from ************ @ 3:51 pm again from ************ @6:09 pm, on the 6/14 from ************ @ 10:20 am, on 6/15 from *********** @8:58 am, same day from ************ @ 3:32 am again same day number @ 6:25pm, on 6/16 from ************ @ 10:27am, on 6/19 from ************ @ 11:18 am, on 6/20 from ************ @ 12:18pm, same day from ************ @ 2:44 pm, on 6/21 from ************ @ 1:17 pm. I am tired of this company calling hanging up not leaving a message, and these are unwanted and unsolicited calls. I find this company to be a fraudulent company, as if a legitimate company they would be calling from same number and would leave a message.

  

  Business Response

  Date: 06/28/2023

  CleanChoice has added the information included in the report for ********************************* to our internal do not contact and do not solicit list. However, we request that the BBB redirect this complaint to Clean Sky Energy because they are mentioned in the complaint report not CleanChoice. Our records show that we have never made solicitation calls to phone number listed in the complaint **************, which further shows this complaint is misdirected. 

• Initial Complaint

  Date:06/06/2023

  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 took over responsibility for *** &*** ****** **** ** ******* , Hammond, NY ***** 2 years ago. My elderly brother had signed up for Clean Choice Energy a few years ago. ******** **** delivers to those two addresses. When I took over financial responsibility for both electric accounts I chose ******** **** for both supply and delivery. Mail has been to my brother asking him to renew Clean Choice Energy as the supplier every 6 months the past two years. His name is **** ***** and he gets concerned that we aren’t going to have any electric at the two properties listed above. His memory is getting worse. PLEASE STOP MAILING RENEWAL NOTICES to **** * *****, ** * **** ***. Ballston Lake, NY *****. His name is not on the bill thru ******** ****- mine is.

  

  Business Response

  Date: 06/20/2023

  June 20, 2023
  
  Dear BBB Staff:
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ****** of *** ****** **** **** Hammond, NY *****. The complaint report states that *** ****** wants CleanChoice to address three addresses to our do not contact and do not solicit lists.
  

  Upon receipt of this complaint, CleanChoice Energy placed the three-address listed on the report on our do not contact and do not solicit lists. We ask that *** ****** to allow up to 90 days for this to take effect since we plan our offers up to 90 days in advance.
  

  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs

• Initial Complaint

  Date:06/06/2023

  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 is a lying, cheating, stealing, and manipulative company. They do not care about these complaints. I demanded that I be removed from this bogus service after receiving a $150 charge for supplies. What supplies? You never even came into my house what possible supplies did you give me that you charged me for. Now, after being removed from their bogus, lying, cheating, manipulative service, my electric bill is back down to $60-$80/month. As an insult to injury, they have begun sending malicious physical mail in the form of spam. Sending letters labeled FINAL WARNING with my electric provider on the envelope. It is just a spam ad for joining their service. They confirmed that I do NOT want their service but then immediately offer me their service. Ruthless, idiotic scumbags.

  

  Business Response

  Date: 06/20/2023

  June 20, 2023

  Dear
  BBB Staff:
  
  Please
  accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to
  the complaint filed by ******** *****. The complaint report states that *** ***** is upset with receiving offers from CleanChoice.
  
  We are unable to place *** *****’s
  address on our do not contact list because *** *****’s full address was not
  included in the complaint report. If *** ***** or the BBB will confirm *** *****’s full address, we will add the address to our do not contact and do not
  solicit list.
  
  We believe this response brings this
  matter to a mutually satisfactory resolution. If any additional information is
  needed, please contact: [email protected].
  
  Respectfully,
  ******** ** *******
  General
  Counsel and EVP, Corporate Affairs

• Initial Complaint

  Date:05/25/2023

  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.

  My mother has been in hospital since November. Without her consent CleanChoice Energy has been trying to scam her out of money. As a senior citizen still in hospital with no income. I want you to say to them: What in GODS name are you doing? 100 % my mom did opt for this service. They took advantage of her during sickness. How awful. What a deplorable business. Do something for GODS sake. Do something that matters. This is not a good business. They cheat and scam and trick. You need to address them. This is important. Do good. Be good. Thats it. What arent you people understanding. Enough with trying to destroy poor people. You never will. You will never break us! God is on our side. God bless.

  

  Business Response

  Date: 06/13/2023

  June 13, 2023
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ***** on behalf of her mother ****** ***** of ** ***** **** Jackson, NJ *****. The complaint report states that *** ***** does not believe that ****** ***** authorized enrollment with CleanChoice Energy as her electric supplier.
  
  Upon receipt of this complaint, a supervisor from CleanChoice Energy called the number on the report, but was not able to reach *** or ****** *****, and we did not receive a returned call.
  
  On January 6, 2023, CleanChoice received an enrollment request via direct mail response that was signed by ****** *****, dated 12/17/22, and included the valid ***** customer number for ****** ***** of ** ***** **** Jackson, NJ *****. This direct mail response is attached to this report.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs