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:01/23/2023

  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 am being harassed by mail and email by Clean energy, unsolicited. Bribes to join, such as ****** gift cards which I boycott so it's not okay. ******, no. I'm getting sick of it.

  

  Business Response

  Date: 02/17/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ******* ******** of *** ***** **. #** ** Plymouth, MA *****. *** ********’s complaint concerns a do not contact request. 
  
  Upon receipt of this complaint, 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.
  

• Initial Complaint

  Date:01/21/2023

  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.

  Since moving to DC I have been bombarded on a near weekly basis by Cleanchoice Energy with their advertisements of “clean energy”. I contacted the company back in September to be removed from their mailing list, and was told it would take 90 days to be removed. Not only is it ridiculous to take 90 days for me to be removed from a mailing list I never requested to be on, I am still receiving their solicitations. I do NOT want to be on their mailing list or switch to their company and want these advertisements to stop. I find them misleading and harassing in nature and want them to stop.

  

  Business Response

  Date: 02/17/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *** ****** ***** of **** ******** ** NW Unit *, Washington, DC *****. **************** 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:01/19/2023

  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 called CleanChoice Energy when I discovered they were charging my 5 times the going rate for electricity generation. They proclaim they are helping the environment by providing clean energy at a reasonable cost, however all they do is give you a reduced intro rate and slowly raise their rates over the course of months to eventually charge an insane 5 times the going rate from our public utility company. Upon calling them, they said they would refund my bill and provide a more reasonable rate going forward. However, once they knew I would be switching back to my local utility in the future, they retracted their offer and refused to provide any relief from prior month where I was charged 5 times the rate. Apparently they treat current customer differently if they ever intend to stop using their services. Their customer service is understaffed and inadequately empowered to do anything to help its customers. This company acting under the guise of environmental stewards in order to rip people who do not comb through their bill each month to see how they are getting ripped off. Their existence hurts every other company trying to help people make the transition to sustainable energy and should be shut down.

  

  Business Response

  Date: 02/20/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *************************** regarding the recent supply charges for ********************************, Cincinnati, Ohio *****. 
  
  According to our records, CleanChoice solicited ***************************** via direct mail marketing in January 2020. 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 consenting to enroll for CleanChoice 100% renewable energy supply. ******************** agreed to enroll on an introductory rate of $0.062 cents per kWh for one (1) monthly billing cycle, then variable month-to-month thereafter. Please note CleanChoice does not charge early termination fees. CleanChoice mailed ******************** a Welcome Letter, including the Disclosure Statement and the Terms & Conditions, on February 4, 2020.
  
  On January 18, 2023, *************************** called CleanChoice to dispute the variable month-to-month rate and to request a refund. The CleanChoice customer experience agent explained to ******************** the information mentioned above and advised him that she would escalate his concerns to a supervisor. The next day, a CleanChoice customer experience supervisor contacted ******************** and offered him a refund equivalent to the difference between the CleanChoice variable rate and the price-to-compare for the last billing cycle. However, ******************** declined the supervisors offer.  
  
  Upon receipt of this complaint, CleanChoice reviewed the Ratermans account and confirmed that the account was accurately billed at the agreed-upon introductory rate which transitioned to a variable rate. CleanChoice provides a 100% renewable energy product, which is typically a premium compared to the default utility supply service. A CleanChoice customer experience supervisor attempted to contact the Ratermans but he was unsuccessful. CleanChoice would like to work directly with ******************** to resolve his concerns. ******************** may contact CleanChoice at ************** with any additional questions.
  
  

• Initial Complaint

  Date:01/13/2023

  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.

  Over the past several years, we’ve received several unsolicited offers from CleanChoice Energy (all via USPS mail). We have made several calls to the provided phone number, asking to be removed from their e-mail list. Each time, we’ve been assured that it may take up to 90 days for our information to be deleted from their system or added to a do-not-contact list, and have been advised, with apologies from (presumed) contractor call center employees that they’re very sorry for our inconvenience, that we may receive a few more pieces of mail from CleanChoice Energy, but that after 90 days, we should expect to receive no more mail. In four or more years, this has been the pattern, with the mail not stopping for any noticeable period of time. It doesn’t seem CleanChoice Energy has a system for eliminating names and addresses from their list of contacts. This is a problem in part because the materials they send include deceptive/misleading text and graphics seemingly designed to create the impression the solicitations are bills or other legal notices. These include: • on the envelope, in bold, first line underscored: “IMPORTANT ENERGY UPDATE CONFIRMATION REQUESTED” • letter, upper left, designed to suggest this is a PEPCO bill (though small print near the bottom of the page informs ClearChoice is a PEPCO competitor) “UTILITY COMPANY: PEPCO ENCLOSED: AUTHORIZATION FORM” • letter, upper right, large text, all caps, white lettering on a blue background: “IMPORTANT NOTICE ACTION REQUESTED” • letter (body), bold text: “NOTICE TO THE STATE OF MARYLAND RESIDENTS” This company actively uses deceptive wording and graphics. I’m not interested in doing business with them and need them to honor federally mandated no-contact practices.

  

  Business Response

  Date: 02/08/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *********** of ***************************, Greenbelt, MD *******. **. ****** complaint concerns a do not contact request.
  
  

• Initial Complaint

  Date:01/12/2023

  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 have contacted this company several times the past couple of year to remove me from their mailing list. They always say they have - and then give the disclaimer that it will take 90 days. It's been well over 90 days and I constantly get mail from them despite these requests. It's completely annoying and frustrating. When I explain that I've requested this before - and it's never worked - they act rude and just repeat the 90 day disclaimer.

  

  Business Response

  Date: 02/08/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *********************************** of *********************, Lewisburg, PA . *******. ********** complaint concerns a do not contact request. 
  
  

• Initial Complaint

  Date:01/12/2023

  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.

  In the past several months I have received multiple pieces of junk mail from this business and each time have requested that they stop sending me their unsolicited advertisements and offers for service. They have failed to do so. Half a year is more than a reasonable time frame for this to be stopped. I already am a satisfied customer of one of their competitors and have zero interest in changing providers. I demand that they permanently put my address on their "do not mail" list immediately

  

  Business Response

  Date: 02/08/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *************************** of ********************************, Radnor Pa, PA **********. **. ********* complaint concerns a do not contact request.
  
  

• Initial Complaint

  Date:01/11/2023

  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 am tired of receiving their correspondence. I am not interested in their business.

  

  Business Response

  Date: 02/08/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by *************************** of ** *******,Washington, PA ********. ************** complaint concerns a do not contact request. 
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  Clean Choice Energy signed me up to the program without my permission or the permission to run a credit check.

  

  Business Response

  Date: 02/09/2023

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ********************************* of ******************************************,
  Stevensville, MD **********. **. ******** complaint concerns an enrollment dispute. CleanChoice reviewed the enrollment, and we provide the following information in response thereto.
  
  According to our records, ****************** was solicited at a retail tabling event by a sales agent with a CleanChoice third-party vendor on October 27, 2022. After a conversation with the sales agent, ****************** was sent an electronic community solar subscription agreement to the email address she provided *********************** for her review and acceptance. ****************** electronically signed the subscription agreement confirming her understanding of the terms and conditions and her enrollment into the community solar program.
  
  On January 9, 2023, ****************** called CleanChoice to cancel her community solar subscription. The CleanChoice customer experience agent processed her request.
  
  Upon receipt of this complaint, a CleanChoice customer experience supervisor attempted to contact ******************. However, he was unsuccessful. CleanChoices review confirms that ****************** was enrolled into CleanChoices community solar program based on the agreement that she signed on October 27, 2022. 
  
  CleanChoice would like to work directly with ****************** to resolve her concerns. ****************** may contact CleanChoices Customer Experience Team at ************** Monday through Friday between 9 and 6 pm EST.
  
  

• Initial Complaint

  Date:01/05/2023

  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 was approached by a gentleman I thought was from ******** **** about my service. I had no idea this was to change my service to cleanchoice. I want this cancelled ASAP. I wish to continue with ******** **** as my provider. This needs to be taken care of. Please advise. Thank you ***************************

  

  Business Response

  Date: 02/08/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ******************************* of ****************************************Fall River, MA ************. The complaint concerns an enrollment dispute. CleanChoice reviewed ******************** enrollment, and we provide the following information in response thereto.
  
  

• Initial Complaint

  Date:01/05/2023

  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 am my parents' proxy at their request (*********************** and ************************* @A *******************************  Potomac MD)). This is about their ***** bill. I was wondering why their monthly bill was so high; and when I called *****, I was told that my parents had a third-party supplier called New Clean Choice Supplies that apparently my parents signed up for around June 2020. ***** Rep told me that this company was now charging 33 cents while ***** was charging 8 cents. The bill for 11/30/22 to 12/29/22 was $598.34 based on 1765 KWH @ 0.33900. New Clean Choice Supplies told me that my parents would have had to send something in the mail for them to switch from ***** to New Clean Choice Supplies. I know my parents who are elderly would not have done this. Maybe if it was a telemarketing call they might have fallen for it but not if this entailed sending something in the mail. Anyhow, I was happy that I was able to cancel this subscription when I called New Clean Choice Supplies. They told me it would take 4 business days. I just would like to have more detailed information as to how my parents would have signed up to switch from People to New Clean Choice Supplies. They say they did not. So, if New Clean Choice Supplies is saying they send something by mail, I want to see a copy of it. I am wondering if the switch was done without their authorization; and if this was not the case, I want proof. Thanks.

  

  Business Response

  Date: 02/06/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ***************************** of ***************************,Potomac, MD *********. The complaint concerns an enrollment dispute and high energy bills. CleanChoice reviewed **************** enrollment, and we provide the following information in response thereto.