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:03/08/2023

  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 company has been stealing my money for almost three years for a product I have not been ordering. They claim that I am still subscribed to their 15 dollar per month clean commute subscription but can provide me no evidence that I am. Meanwhile, I have provided them evidence that when I was subscribed previously, I would receive a monthly receipt and order confirmation. I have not received one of these since May 2020, which is about the time I recall ending my subscription with them. Every phone call with them somebody needs to check with their supervisor. I doubt they ever do. They told me it would take 3 days to resolve and it has been more than 3 weeks. I have provided a screenshot from the last receipt/order confirmation I have received from them, which was in May 2020. I have also provided a screenshot of my inbox showing that I have not received a receipt since 2020 (note, the item on the top, which shows a Feb 17 date, is because I forwarded that email to Clean Choice Energy on Feb 17 as proof of the last time I had ordered the product.

  

  Business Response

  Date: 04/10/2023

  April 10, 2023

  Dear
  BBB Staff:
  
  Please
  accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to
  the complaint filed by *** ***** ******* of *** ************ *** NE, Washington,
  DC *****. **. ******* was concerned with this his enrollment with our Clean
  Commute subscription.
  
  Upon
  receipt of this complaint, a supervisor from CleanChoice contacted ***** *******. The supervisor explained that *** ******* was enrolled in our Clean
  Commute subscription because a credit card was provided to us on our website.
  The supervisor issued a refund for charges as a show of good faith effective
  5-10 business days from the date of the call (4/5/23) We believe this response
  brings this matter to a mutually satisfactory resolution.
  
  If
  additional information is needed, please contact [email protected].
  
  Respectfully,
  ******** ** *******
  General
  Counsel and EVP, Corporate Affairs

• Initial Complaint

  Date:02/22/2023

  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'm writing to follow up on a complaint I filed against Clean Choice Energy (complaint number ****** with the **********************************). The summation of this complaint was: I tried CleanChoice Energy in the fall of 2022, and shortly after my electricity bills skyrocketed in price. The bills went from on average $200 to approximately $500, and then to the most recent bill of $943. When I called immediately to ask them about this, they first told me to take it up with *****. I told them I had called Pepco, in fact, who told me CleanChoice was the reason for the new higher cost, and I needed to ask them. When I stated this, CleanChoice told me the costs were due to "supply charges." I asked what this meant, as I never had anyone come out to my property to install anything, or anything of the sort. They would not tell me. Instead they said, "they are supply charges."Obviously this began to seem like a scam, so I asked for my CleanChoice account to be closed immediately and that I would be sticking with ***** as the sole provider. The representative proceeded to tell me I was polluting the environment, I am responsible for toxic air pollution.. This was after she thanked me for my military service in a sarcastic tone. She then closed my account and told me it was closed, gave me a confirmation number, and I hung up. The next month I received a bill from CleanChoice for $943, which had already been deducted from my checking account. Not only had they not canceled my account, they had also not canceled my automatic payments associated with that account. I filed a complaint with the ******** ************************** A few weeks later I received a call from CleanChoice Energy. There was no apology but rather only that they were aware of my complaint and instead of the refund I demanded, they said they would send me a **** gift card. I said fine. I still have not received this. I am sincerely asking for your help before I escalate this issue further.

  

  Business Response

  Date: 03/28/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ********************************* regarding a refund offered by CleanChoice in response to her complaint.
  According to our records, the refund of $459.96 was originally issued to ****************** in the form of a digital gift card on February 10, 2023. The digital gift card was sent to **. ******** email address - ***********************************.
  Upon receipt of **. ******** BBB complaint, CleanChoice issued the refund again, which was also sent to her email address in the form of a digital gift card. We hope this response brings this matter to a mutually satisfactory resolution. If ****************** has any additional questions or concerns, she may contact us at **************.

• Initial Complaint

  Date:02/22/2023

  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.

  I was contacted via email on 2/21 with a bill for a service I NEVER signed up for. The energy company is claiming I home them 95+ dollars for November to now. I have a different energy service, a bill I pay ever month. I did not switch services. I did speak to a sales rep on 11/13, but I did not sign anything nor sign up for services. I emailed the company telling them this, and they responded by saying I could pay a 200 dollar fee to terminate services. I was never receiving services to begin with! The sent me a copy of a contract and other documents that have a scrawled electronic signature on it that is not mine. I told them I will file this complain, blast this around the neighborhood, and cannot and will not pay this bill - I will contact a lawyer if necessary, but do not have the funds. I did not agree to this, sign up for this, nor do I have the money. I already sent the company multiple emails. I can provide the documents they sent me if necessary.

  

  Business Response

  Date: 03/27/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ******************************* of **********************, Cambridge, MD **********. **. ******* complaint concerns her community solar subscription. CleanChoice has reviewed **. ******* account, 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 November 13, 2022. After a conversation with the sales agent, CleanChoice sent **************** a community solar subscription agreement to her email address - ********************* which we note is the same address provided in the complaint - through ********, which is the electronic signature platform used by CleanChoice to allow consumers to review, sign and save the subscription agreement.
  
  **************** consented to CleanChoices community solar subscription program by electronically signing the agreement confirming her understanding and acceptance of the terms and conditions. **************** also confirmed her understanding that an Early Termination Fee (ETF) of $200.00 may be assessed if she cancels her agreement prior to the end of the term unless she provides a ninety (90) day notice.
  
  Once **************** signed the agreement, an executed copy was emailed to her via DocuSign. A copy of the community solar subscription agreement dated November 13, 2022 is attached to this response for your reference.
  
  On February 22, 2023, **************** contacted CleanChoice via email disputing her community solar bill of $92.54 for the solar energy credits from November 22, 2022 to December 20, 2022. CleanChoice responded to **************** email and sent her a copy of her community solar subscription agreement for her reference. Additionally, CleanChoice advised **************** that she could provide a ninety-day notice of her cancellation to avoid the ETF. **************** replied to CleanChoice and provided a ninety-day notice of her cancellation request, thus avoiding the ETF.
  
  We note that from October 25, 2022 to December 20, 2022, **************** received a total of $102.82 in solar credits on her utility bill and paid CleanChoice $0.00 for those credits. **************** has therefore paid $102.82 less on her utility bills as a result of her CleanChoice community solar subscription. 
  
  On February 27, 2023, a CleanChoice customer experience supervisor emailed **************** and advised her that CleanChoice cancelled her community solar subscription and all outstanding charges, including the early termination fee, thus closing the account with a zero balance. 
  
  Upon receipt of this complaint, CleanChoice has attempted to contact **************** to advise her that we have agreed to cancel all charges on her account; however, we have been unsuccessful. CleanChoice has added **. ******* information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We hope this response brings this matter to a mutually satisfactory resolution.
  
  Attached to this response are the following documents for you reference:
  
  ?**. ******* community solar subscription agreement dated November 13, 2022
  
  If additional information is needed, please contact [email protected].
  

• Initial Complaint

  Date:02/16/2023

  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 received a letter stating that my electric provider had been changed to CleanChoice Energy. I NEVER authorized a change in my service. I called CleanChoice and spoke to a representative and was told that the ID number I gave them was showing up as a different customer in their system. I would like an investigation into how my number is associated with someone other than me. The representative said they would close the account but it would take 4 days to do that. I will not be paying higher rates during any delay in changing back to my original company which is BGE. I would like a response on how this supposedly happened and confirmation that there is NO CleanChoice Energy account connected to me or my energy number.

  

  Business Response

  Date: 03/27/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ******************************* regarding his enrollment for CleanChoice energy supply service.
  According to our records, ************** called us on February 16, 2023 to cancel the account claiming that he did not authorize the enrollment of his electric account for CleanChoice supply service. The CleanChoice customer experience agent submitted a cancellation request to the local utility, which they accepted with a service end date of February 22, 2023.
  Upon receipt of this complaint, CleanChoice identified that another customer provided **. ****** utility account number and enrolled the account in error. A CleanChoice customer experience supervisor contacted ************** to explain the issue and confirm that the account was returned to the default supply service effective February 22, 2023. Additionally, the supervisor issued a refund of $20.20, which is equivalent to the total supply charges assessed for CleanChoice supply service.
  CleanChoice has added **. ****** information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.

• Initial Complaint

  Date:02/15/2023

  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.

  This supplier has been scamming me by overcharging my electricity bill. I had *** ****** who had confirmed that they have been overcharging me since I switched in summer 2022. I can see the difference in the bill and I would like to be refunded the difference if I had just stayed with *** **, otherwise you're looking at a law suit. Below you can see how the cost of energy is much higher than the supply cost's cost of energy.

  

  Business Response

  Date: 03/17/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (“CleanChoice”) official response to the complaint filed by **. ***************** of *****************************. ***, New York, New York. ********** claims that CleanChoice has been overcharging her for energy supply costs and she is requesting a refund.
  According to our records, CleanChoice solicited ********** via direct mail marketing in May 2021. In response to the solicitation, ********** signed and returned a letter of authorization consenting to enroll for CleanChoice 100% renewable energy supply. ********** agreed to enroll on an introductory rate of $0.127 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 June 11, 2021, CleanChoice mailed ********** a Welcome Letter, including a Disclosure Statement and the Terms & Conditions.
  On February 15, 2023, ********** called CleanChoice to dispute the recent supply charges. The CleanChoice customer experience agent explained to ********** the information mentioned above and offered a fixed price plan of $0.189 cents per kWh for a twenty-four month term. Additionally, the agent offered ********** a goodwill refund of $100.00. ********** accepted the agents offers and did not have any other questions.
  On February 15, 2023, CleanChoice received and accepted a drop request from the utility with a scheduled service end date of March 9, 2023.
  CleanChoices review confirms that ********** authorized the enrollment, received the applicable contracting materials, and was accurately billed for CleanChoice supply service at the agreed-upon introductory rate which transitioned to a variable rate. Upon receipt of this complaint, a CleanChoice customer experience supervisor attempted to contact ********** but he was unsuccessful. ********** may contact CleanChoice at ************** with any additional questions.

• Initial Complaint

  Date:02/14/2023

  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 never consented to receive mail from Clean Choice Energy, yet I receive a predatory letter twice a week from them pretending to be ********* Gas and Electric (at first glance, and certainly for older folks). I have people coming to my door from Clean Choice Energy LATE at night on fridays and sundays with badges that have the *** logo on them asking to see my energy bill. I live in an apartment building with a clear no soliciting policy. Further, I called today to be removed from whatever list I'm on for mail (which I absolutely never consented to receive) and was told that it would take 90 business days to remove me from the list and that I will still receive mail from them in that time window. This is a college neighborhood, and this company is preying on our naiivety and hoping we sign up for their company's services.

  

  Business Response

  Date: 03/17/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ******************************* of ****************************** Apt. *, Towson, Maryland *****. ******************** complaint concerns a do not contact request.
  According to our records, ******************** called CleanChoice on February 14, 2023 asking to be added to CleanChoice's do not contact and do not solicit lists. The CleanChoice customer experience agent added ******************** information to CleanChoices do not contact and do not solicit lists and advised ******************** that it may take up to ninety (90) days to take effect since CleanChoice plans its marketing campaigns in advance.
  Upon receipt of this complaint, CleanChoice confirmed that ******************** information was added to CleanChoices do not contact and do not solicit lists. We hope this response brings this matter to a mutually satisfactory resolution.

  Customer Answer

  Date: 03/22/2023

  [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'm rejecting this response because it simply isn't true. About a month ago, I created a new, secure email using ****** Mail and within just a few days of starting this brand new account that is not connected to my *****, CleanChoice energy sent me a marketing email. They employ incredibly shady marketing tactics and will simply not leave me alone. They come to my apartment late at night on Fridays and try to trick me into forfeiting my *** agreement and signing up for whatever they have to offer. Further, they run around my apartment complex and do this same thing to every other college student that lives here late Friday and Saturday nights, when people are particularly vulnerable to signing up for something (due to them being drunk, as this is a college neighborhood). There is a strict NO SOLICITOR rule in my apartment complex, and yet, here they are, still showing up. On the BBB website, they pretend as though they remove you from their marketing and solicitation lists (while still providing a three month long window to remove you?) but ultimately, they will find different tactics, like somehow finding your new email address you made to avoid them. 
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 03/30/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) follow-up response to the complaint filed by ******************************* of ****************************** Apt. *, Towson, Maryland *****. ******************** complaint concerns a do not contact request. 
  
  According to our records, CleanChoice confirms ******************** information was added to the do not contact and and do not solicit lists on March 7 and March 8, 2023. CleanChoice advised ******************** that it may take up to ninety (90) days to take effect since CleanChoice plans its marketing campaigns in advance. CleanChoice appreciates the feedback as we continuously evaluate what changes to make in future marketing campaigns.
  
  Upon receipt of this complaint, CleanChoice confirmed that ******************** information was added to CleanChoices do not contact and do not solicit lists. We hope this response brings this matter to a mutually satisfactory resolution.
  
  If additional information is needed, please contact [email protected]. 
  
  

• Initial Complaint

  Date:02/14/2023

  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.

  I do not know how I was signed up with this company for their services. I have no knowledge of talking to any representative of theirs' or signing any paperwork of any kind. They e-mailed me a copy of the so called contract that I signed and it has an electronic signature on it that could have been put there by anyone. I have spoken to *** at this company and got a confirmation # of ******** to advise them to take me off of their program. As of this writing, I'm not sure if that has taken place. I have lodged a complaint with the MD Public Service Commission and understand that this company has several complaints against it. I hope you can assist in this problem and prevent other senior citizens from having to deal with these types of scams. Thank you. *****************************

  

  Business Response

  Date: 03/16/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ********************************* on March 6, 2023.
  We note that ************************ also filed a complaint with the Maryland Public Service Commission on February 14, 2023 regarding his community solar subscription. CleanChoice responded to his MDPSC complaint on February 23, 2023 with the following information:
  ************************ signed an authorization agreement with ******, LLC, a third-party vendor that acts as an agent for consumers monitoring energy markets on their behalf and enrolling them for electricity supply and community solar supply on September 29, 2022. On October 3, 2022, ******, LLC sent ************************ a CleanChoice community solar subscription agreement to his email address - ******************************* which we note is the same address provided in the complaint - through ********, which is the electronic signature platform used by CleanChoice to allow consumers to review, sign and save the subscription agreement. ************************ consented to CleanChoices community solar subscription agreement by electronically signing the agreement confirming his understanding and acceptance of the terms and conditions. Once ************************ signed the agreement, an executed copy was emailed to him via DocuSign.
  From October 12, 2022 to February 14, 2023, CleanChoice sent ************************ several emails to ***************************** regarding the status of his enrollment and offers to enroll in automatic payments.
  On February 7, 2023, ************************ called CleanChoice to dispute his community solar subscription. The CleanChoice customer experience agent explained to ************************ his enrollment method and emailed him a copy of his community solar subscription agreement for his reference.
  A CleanChoice customer experience supervisor contacted ************************ and advised him that CleanChoice canceled his community solar subscription and all outstanding charges, including the early termination fee, thus closing the account with a zero balance. ************************ expressed his understanding and did not have any additional questions.
  From December 6, 2022, to January 4, 2023, ************************ received a total of $105.04 in solar credits on his utility bill and paid CleanChoice $0.00 for those credits. ************************ has therefore paid $105.04 less on his utility bills as a result of his CleanChoice community solar subscription.
  CleanChoice has added **. *********** information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. ************************ may contact CleanChoices Customer Experience Team at ************** with any additional questions or concerns.

• Initial Complaint

  Date:02/14/2023

  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.

  CleanChoice Energy is a despicable scam of a company. It has been brought to my attention that I have paid almost $2,000 more than I should have on my electric bill since December 2021. In Dec 2021, Jan and Feb 2022, they charged me $.085 when **** would have charged $.070. In Mar 2022 they charged $.101 when **** would have charged $0.071. The rate has steadily creeped up and this last month they charged $0.313 when **** would have charged $0.099. It is sickening that a company takes advantage of people like this. I don't even think there is any credibility to the energy actually being "better". It's really sad and predatory. I can't believe this is legal.

  

  Business Response

  Date: 03/16/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by **************************** of *******************************Philadelphia, Pennsylvania *********. The complaint concerns the supply rates and charges assessed by CleanChoice.
  According to our records, CleanChoice solicited ***********************, spouse of ****************************, via direct mail marketing in September 2021. In response to the solicitation, ************** signed and returned a letter of authorization dated November 3, 2021 consenting to enroll for CleanChoice 100% renewable energy supply. ************** agreed to enroll on an introductory rate of $0.085 cents per kWh for three (3) monthly billing cycles, then variable month-to-month thereafter. On November 17, 2021, CleanChoice mailed ************** a Welcome Letter, including a Contract Summary and the Terms & Conditions.
  On February 14, 2023, *************** called CleanChoice to dispute the recent supply rates and charges. *************** also requested copies of the enrollment documentation. The CleanChoice customer experience agent explained to *************** the information mentioned above and emailed her copies of the enrollment documentation. As a goodwill gesture, the agent offered *************** a refund of $1,500.00 in the form of a digital gift card. *************** expressed her understanding and accepted the agents offer. That same day, CleanChoice received and accepted a drop request from the utility with a scheduled service end date of February 17, 2023.
  CleanChoices review confirms that ************** authorized the enrollment, received the applicable contracting materials, and was accurately billed for CleanChoice supply service at the agreed-upon introductory rate which transitioned to a variable rate. Upon receipt of this complaint, a CleanChoice customer experience supervisor attempted to contact *************** to answer any other questions or concerns she may have. However, the supervisor was unsuccessful. We note that the ***** account has been cancelled and returned to the default utility supply service effective February 17, 2023. If *************** has any additional questions, she may contact CleanChoice at **************.

• Initial Complaint

  Date:02/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2013 we agreed to a small charge from New Clean Energy, which was offered as an option on our PEPCO bill, in Washington, DC to support clean energy efforts. Since that time the company has been charging us more than three times the cost of energy (most recently .45 cents/kWh when the market rate is .15 cents/kWh). I only realized this was happening when a solar energy expert looked at my bill to determine what I would save going solar. I called the company to cancel immediately, not even knowing that we had signed up for this fraud 10 years ago. Customer service said they would send me a $100 credit and this was all they could do. They have charged us thousands in excessive energy costs. In February 2023 alone the charge was $255. I will have to add up the last 10 years of bills to know the true cost.

  

  Business Response

  Date: 03/16/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by **** ******* ****** of *** ******* **. NW, Washington DC *****. The complaint concerns the supply rate and charges assessed by CleanChoice.
  According to our records, *** *** ******, spouse of **** ******, agreed to enroll for CleanChoice 100% renewable energy supply through our webpage on June 7, 2015. *** ****** agreed to enroll on a fixed price of $0.124 cents per kWh for a twelve-month term.
  Prior to the expiration of the twelve-month term, CleanChoice mailed *** ****** letters reminding him that his contract would expire on October 3, 2016 and offering a fixed price for another twelve-month term. Our records do not indicate that *** ****** attempted to contact CleanChoice to accept our offer. As a result, *** ******’s account was placed on a variable month-to-month rate.
  On February 9, 2023, **** ****** called CleanChoice to dispute the enrollment and the recent supply charges. The CleanChoice customer experience agent explained to **** ****** the information mentioned above and offered her a goodwill refund of $100.00. **** ****** accepted the agent’s offer and did not have any other questions. That same day, CleanChoice received and accepted a drop request from the utility with a scheduled service end date of February 15, 2023.
  Upon receipt of this complaint, a CleanChoice customer experience supervisor contacted **** ****** and offered her a refund of $919.26 as a goodwill gesture. **** ****** accepted the supervisor’s offer and did not have any other questions.
  CleanChoice’s review confirms that *** ****** authorized the enrollment, received the applicable contracting materials, and was accurately billed for CleanChoice supply service at the agreed-upon rates. CleanChoice is processing the refund of $919.26. Once the refund processing is complete, CleanChoice will mail **** ****** a check via USPS mail, approximately within 10-14 business days. We believe this response brings this matter to a mutually satisfactory resolution.

  Customer Answer

  Date: 03/17/2023

  [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:02/09/2023

  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 continues to send myself and my girlfriend, and others I know, mail spam despite having spoken to them and them saying they would take me off their mailing list. Their marketing materials are HIGHLY misleading and make it look like they are from the utility and you must respond and sign up with them. This is a disgusting attempt to use people's good will to help the environment to scam them out of money with bad retail energy services.

  

  Business Response

  Date: 03/07/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ************************* of ********************, High Falls, NY ********. ****************** complaint concerns a do not contact request. 
  
  Upon receipt of this complaint, CleanChoice has added ****************** information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution