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:02/07/2023

  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.

  I cancelled my accounts October 17th, 2022 and they’re still sending me invoices and harassing me with phone calls and threatening me by saying they’re going to go with a collection agency saying I owe them money. I have an email and voicemail from them confirming my cancellation and they’re saying it’s a 90 day notice. There’s nothing in them that says anything about a 90 day notice. I am 67 years old and have high blood pressure. I want their lawyer’s name and address so I can take them to court.

  

  Business Response

  Date: 03/15/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the above-mentioned complaint filed by *** *** ******** of * ******* ******, Worcester, MA *****, claiming she cancelled CleanChoice’s community solar subscription in October 2022 but continues to be billed. CleanChoice reviewed *** ********’s 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 May 22, 2020. After a conversation with the sales agent, CleanChoice sent *** ******** a community solar subscription agreement to her original email address - ************@*****.com - through ********, which is the electronic signature platform used by CleanChoice to allow consumers to review, sign and save the subscription agreement.
  
  *** ******** consented to CleanChoice’s community solar subscription agreement by electronically signing the agreement confirming her understanding and acceptance of the terms and conditions. *** ******** provided her initials on the community solar subscription agreement confirming her understanding that she would receive two separate bills, one from her utility and one from CleanChoice. *** ******** 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.
  
  On October 17, 2022, *** ******** called CleanChoice to dispute a recent high bill and requested to cancel her account. The CleanChoice customer experience agent processed the cancellation request and informed *** ******** she will be assessed an early termination fee of $200 as stated in her community solar subscription agreement. On December 14, 2022, *** ******** called CleanChoice stating the early termination fee should have been waived since she cancelled within the 90 day notice. *** ******** called back stating she had received three additional invoices when she had cancelled in October 2022 and wasn’t going to pay them. CleanChoice notes *** ******** was concerned about her electric bills and we note we are not her electric supplier. *** ******** had to receive credits from the community solar subscription to lower her bill. 
  
  Upon receipt of this complaint, a CleanChoice customer experience supervisor reviewed her account and emailed *** ******** to inform her that her cancellation requests have been processed. CleanChoice records indicate that early termination fees have been waived along with all other billing charges. CleanChoice also put a stop to any future billings for the community solar service. Lastly, CleanChoice has 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: 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.  

  
  

  But I DO NOT agree with all of their statements. Some of their statements are not true but I will not delay the resolution of my complaint by going into detail because of my high blood pressure and all of the stress they have caused me. Thank you for your help.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:02/04/2023

  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 contacted this company a few times requesting to be removed from their mailing list. Each time I called I am told it would take time to get off their mailing list but I continue to receive notices that say Important Notice Action Requested Second Attempt even though I have received a lot more than two over the years. I have called their number listed under complaint/dispute procedures and other numbers listed on their form.

  

  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 *************************, Rockville, MD*******. **. ******** 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.
  
  

• Initial Complaint

  Date:02/04/2023

  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.

  02/04/2023 Clean Choice Energy has billed me fraudulently through ***** for $973 as if I signed up for their services which I have not. I would like ask that my money is refunded back to me immediately or I will have to file a lawsuit.

  

  Business Response

  Date: 03/10/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *********************************** of ***** ************.,  Rockville, Maryland *****. In her complaint, ****************** claims that she did not sign up for CleanChoice energy supply service.
  According to our records, CleanChoice solicited ****************** via direct mail marketing in September 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 detachable letter of authorization dated consenting to enroll for CleanChoice 100% renewable energy supply. ****************** also provided her utility account number and email address on the letter of authorization.
  ****************** agreed to enroll on an introductory rate of $0.094 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 November 12, 2021, CleanChoice mailed ****************** a Welcome Letter, including the Contract Summary and the Terms & Conditions.
  On February 7, 2023, ****************** called CleanChoice to dispute her enrollment and cancel her account. The CleanChoice customer experience agent explained to ****************** her enrollment method and emailed her copies of her enrollment documentation. As a goodwill gesture, the agent offered ****************** a refund of $500.00 in the form of a digital gift card. ****************** accepted the agents offer. CleanChoice submitted a drop request to the utility, which they accepted with a service end date of February 10, 2023.
  On February 13, 2023, ****************** called CleanChoice to request an additional refund because she received an invoice on February 10, 2023 including CleanChoice supply charges. We note that CleanChoice submitted a drop request to the utility on February 7, 2023 but the supply charges on the invoice dated February 10, 2023 are for the service period of January 11, 2023 to February 8, 2023. However, as a goodwill gesture, CleanChoice offered ****************** an additional refund of $480.00. ****************** accepted CleanChoices offer and indicated that she would contact us to confirm whether she preferred a physical or digital gift card.
  CleanChoices review confirms that ****************** authorized her 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. As a goodwill gesture, CleanChoice has processed the refunds of $500.00 and $480.00 for ******************. We believe this response brings this matter to a mutually satisfactory resolution.

• Initial Complaint

  Date:02/03/2023

  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.

  My monthly bill for Electricity amounts to $884.68 this month. With clean energy charging me $620.81. I'm a senior citizen. I've told them before that they're charging me too much. They one time reimbursed me a check for $100.00. I don't know where else to turn. I don't want clean energy. Maybe I didn't understand this ar first. Please help me.

  

  Business Response

  Date: 03/10/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by **. ******************************* of **** ******************,
  East Stroudsburg, PA  *****. ******************** is disputing the recent supply rates and is requesting to be reimbursed by CleanChoice. CleanChoice has reviewed the account, and we provide the following information in response thereto.
  
  According to our records, CleanChoice solicited ******************** at *****************************************, East Stroudsburg, PA  ***** via direct mail marketing in January 2021. The direct mail marketing solicitation included the offer and contract details, an FAQ page, and a detachable letter of authorization. In response to the solicitation, ******************** signed and returned the letter of authorization dated February 25, 2021, consenting to enroll for CleanChoice 100% renewable energy supply. ******************** agreed to enroll on an introductory rate of $0.067 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 March 16, 2021, CleanChoice mailed ******************** a Welcome Letter, including the Disclosure Statement and the Terms & Conditions. CleanChoice submitted an enrollment request to the utility on March 18, 2021, which was accepted with a service start date of March 23, 2021.
  
  On January 31, 2023, ******************** called CleanChoice disputing her high energy supply bills. The CleanChoice customer experience agent offered ******************** a lower rate plan and she accepted the offer.
  
  Upon receipt of this complaint, a CleanChoices customer experience supervisor called ******************** on March 10, 2023 to resolve this matter. ******************** stated her complaint is with ***** not CleanChoice. CleanChoice respectfully requests that the Better Business Bureau to remove this complaint from our record, as it appears it was sent to CleanChoice in error.
  
  

• Initial Complaint

  Date:02/01/2023

  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.

  Despite cancelling my misleading, awful experience with CleanChoice, they have immediately and aggressively resumed sending me regular mail soliciting me to re-enroll. I cannot stress enough how much I disrespect the business practices of this company. Avoid. And to CleanChoice, stop sending me mail.

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ****** ***** ******** of *** ********* *** Brooklyn, NY *****. *** ****** ***** ********’s complaint concerns a do not contact request.
  
  Upon receipt of this complaint, CleanChoice added *** ****** ***** ********’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.
  
  If additional information is needed, please contact [email protected]. 
  
  Respectfully,
  Jennifer ** S******
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  Date:02/01/2023

  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 REPEATEDLY GET OFFERS ADVERTISEMENTS AND MAILERS TO ENROLL IN CLEAN CHOICE. I HAVE HAD ENOUGH. I CALLED CLEAN CHOICE TODAY AT 1:14 PM. SPOKE WITH ******* WHO TRIED TO ADVISE ME THAT IT TAKES 90 DAYS TO REMOVE ME FROM THE CLEANS CHOICE MAILING LIST. THAT IS NOT ACCEPTABLE. ******* TRANSFERRED ME TO A ****** GAVE HER THE PROMOTION CODE ON THE MAILER AND MY PROBLEM IS SHE HUNG UP ON ME AT 1:26 PM. SHE WAS JUST ANOTHER CUSTOMER SERVICE AGENT. I CALLED BACK AT 1:29 PM BECAUSE I WANTED TO SPEAK WITH WHOEVER THIS ******************* REPORTED TO. I SPOKE WITH *****. ADVISED HIM THAT ********** HUNG UP ON ME AND I WANT TO SPEAK WITH WHOEVER SHE REPORTS TO. HE PUT ME ON HOLD AND AGAIN I WAS DISCONNECTED AT 1:l37 PM. I DO NOT WANT ANY OFFERS FROM CLEAN CHOICE. I WANT THIS TO CEASE IMMEDIATELY. ALL I DO IS SHRED THE CORRESPONDENCE. I DO NOT HAVE TO .TOLERATE UNRULY CALL CENTER CUSTOMER SERVICE REPS WHEN I HAVE NO BUSINESS RELATIONSHIP WITH CLEAN CHOICE. IN READING THE MULTITUDE OF COMPLAINTS A LOT ARE FROM PEOPLE WHO DEMANDED CLEAN CHOICE TO CEASE THE MAILERS. WHAT IS SO EGREGIOUS IS COMPLAINTS ABOUT CUSTOMERS WHO SELECT CLEAN CHOICE AND EVENTUALLY THEIR BILL DOUBLED AFTER THE INITIAL PERIOD.ADDITIONAL COMPLAINTS WILL BE FILED WITH FTC.

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ****** ********** of *** ****** ** Cleveland, OH *****. *** ********** complaint concerns a do not contact request.
  
  Upon receipt of this complaint, CleanChoice added *** **********’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.
  
  If additional information is needed, please contact [email protected]. 
  
  Respectfully,
  Jennifer *. S******
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  Date:02/01/2023

  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 requested CLEANCHOICE ENERGY 1055 THOMAS JEFFERSON ST NW STE 650 WASHINGTON DC 20003 remove me from their mailing list multiple times. It has become ridiculous the number of junk mail letters I receive from this company and my requests for them to stop have been disregarded.

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  

  Dear BBB Staff:
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ******* ******** of *** ******* *** Annapolis, MD *****. *** ******** complaint concerns a do not contact request.

  Upon receipt of this complaint, CleanChoice added *** ********’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.
  
  If additional information is needed, please contact [email protected]. 
  

  Respectfully,
  Jennifer *. S******
  General Counsel and EVP, Corporate Affairs

• Initial Complaint

  Date:02/01/2023

  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 has actually been going on for quite some time. My 88 year old mother keeps receiving unwanted mail solicitations and annoying and harassing telephone calls from Clean Choice Energy. It is getting so bad she is afraid to answer the phone anymore and this concerns me because I often call to do welfare checks. I need these people to stop with any sort of contact: in person, on the phone or by mail. My mother does not have her faculties and should not be signing anything as I am her power of attorney. Please assist us in having the company "cease and desist". Thanks -***********************

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** **** ******** regarding her mother’s address of **** ******** ** Apt ** Lockport, NY *****. *** ******** complaint concerns a do not contact request.
  
  Upon receipt of this complaint, CleanChoice added *** ********’s mother’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.
  
  Regarding the solicitation calls mentioned in the complaint, we have not been making solicitation callers to New York residents, and believe Ms. Callahan is confusing us with a competitor 
  
  If additional information is needed, please contact [email protected]. 
  
  Respectfully,
  Jennifer *. S******
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  Date:02/01/2023

  Type:Sales and Advertising 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 receive regular mailings from this business saying "there was a problem with your enrollment". A while ago I had created an account on their site when I explored clean energy options. Ultimately, I passed and did not sign up because the cost was too high. Since then I've received mailings which usually include "second attempt" or "last attempt" to reach. I do not see an opt out option the web site. I don't want anything to do with this company and would like to stop all mailings.

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ******* ***** of *** **** ****** **** Avon Lake, OH *****. *** ***** complaint concerns a do not contact request.
  
  Upon receipt of this complaint, CleanChoice added *** *****’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.
  
  If additional information is needed, please contact [email protected]. 
  
  Respectfully,
  Jennifer *. S******
  General Counsel and EVP, Corporate Affairs
  
  

  Customer Answer

  Date: 03/10/2023

  [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:01/30/2023

  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.

  A few months ago, a representative of Clean Energy Choice came by my apartment soliciting for the company. As a first time renter, I had no idea what was going on but about halfway through the conversation, it felt shady and more like a possible scam rather than asking simple questions about my provider. The gentlemen stated that Maryland is requiring all companies to go green, to which I wanted to know if I was or not. However, after getting my Choice ID, he tried to get more information out of me and started soliciting prices for the business, something he did not do prior to this. I immediately knew he was trying to trick me into signing up for something I had no clue about. After denying and getting the gentlemans phone number, I called my electric company and explained what happened. They informed me the situation, to which I quickly called the company and denied further authorization and contact from the company. Between then and now, I have received 2 attempts from them for authorization. At first, it looks like its **** requesting. However, upon a second look, they are sending the notices to look like **** to attempt to scam those that didn't give initial authorization. Based on other reviews and complaints, I doubt this will stop and I do not wish to receive ANY further contact from this company. It is a scam/solicitation company looking to take money from the clueless. Im surprised they have a high rating here.

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  Dear BBB Staff:
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ***** ****** of **** ******* **** *** Apt * Towson, MD *****. *** ****** complaint concerns a do not contact request.
  Upon receipt of this complaint, CleanChoice added *** ******’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.
  
  If additional information is needed, please contact [email protected]. 
  

  Respectfully,
  

  Jennifer *. S******
  General Counsel and EVP, Corporate Affairs