Complaints
This profile includes complaints for Nexamp's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 130 total complaints in the last 3 years.
- 61 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/06/2023
Type: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 signed up to receive some electricity through NexAmp, based on a number of ads indicating I would save 10% or more on my electricity bills. NexAmp partners with the regular electricity provider (National Grid for me). The result was that for 3-4 months, I received no electricity bills, and my automatic payments to National Grid stopped. I spent a great deal of time on the phone trying to find out why, and concerned that there was a computer problem and my electricity would be turned off. Finally, NexAmp, not National Grid, sent an invoice for "1 month" that was about 4x my normal monthly electricity bill. Again, I spent a lot of time on the phone trying to figure it all out. I paid everything, and requested that my NexAmp account be canceled, as it had simply thrown my predictable electricity bills into utter chaos--the people at NexAmp even had no idea what was going on. I had to request and finally demand many times that my service be ended through NexAmp--hours on the phone. Finally, NexAmp informed me it would take 90 days to cancel my account but that they had started the process. That was 5 or 6 months ago. I am still being invoiced by NexAmp. Not only that, but my "lifetime savings" for all this aggravation and lost work--I do not earn income while on the phone with NexAmp--is a whopping $20. ,Over 10 to 11 months. I want solar energy, but NexAmp is a disaster, disorganized, and not honest. A refusal to cancel service is simply not legal. I have used the email and phone number the company provides to demand, repeatedly, that they stop invoicing me because my account is supposed to be closed. They do not respond. They refuse to close the account. I am meantime paying National Grid as usual for electricity. I do not want refunds--I believe some of my electricity is still coming from NexAmp, entirely against my will. They are forcing service in me and then billing me and expecting to be paid. Thank you for any help.
Business Response
Date: 06/15/2023
Hi ****,
Thank you for reaching out and we apologize that you have not been pleased with your experience with Nexamp. We take feedback from customers like yourself seriously and will take this into consideration moving forward.
As far as our program logistics, Nexamp is not your energy provider. You continue to receive your electricity through National Grid, but your bill to them is reduced by the value of the community solar credits you receive from Nexamp. We provide those credits to you at a 10% discount, so $100 in credits only costs you $90.
When you signed up with Nexamp you agreed to receive solar energy credits designed to offset your historical electricity usage by sizing your share of the solar farm to offset your average monthly costs. The design of the program in your area is that Nexamp will only charge customers for their solar energy credits when they use them. Any invoice you receive from Nexamp is for solar energy credits that have been applied to your account and used towards paying your electricity costs in a given month.
It is important to note that Nexamp does not generate invoices until we receive confirmation from your utility that the credits have been applied to your account. Your first ********************** invoice was higher than usual because it was able to offset two months of your utility costs that were listed on your October 2022 National Grid bill (you had a previous balance remaining from your September bill in addition to your new October costs). With your Nexamp credit, you didnt have to pay anything to National Grid that month. We understand that it was at times difficult to determine how your solar credits were being used on your National Grid bills, however, in recent months, National Grid made updates to how they show our solar credits, which makes matching them to your Nexamp invoices much easier.
Throughout your time with Nexamp, we have applied over $180 to your utility bills which reduced what you had to pay National Grid. This should have been a significant portion of your electricity costs considering your overall usage is quite low. Enrolling in our program was free, and the 10% discount that we offer is our commitment to helping customers save as much as possible and support local renewable energy.
As for when you cancel with Nexamp, we process that cancelation immediately. However, in ********, when you cancel with a community solar provider like Nexamp, National Grid has up to 90 days to remove you from their systems. During that 90-day window you can still receive solar energy credits that reduce your utility bill. This is why the original contract you signed with us, and the cancelation email we provided you in January mentioned that the process can take up to 90 days.
As for your account balance with **********************, you have not received a new invoice since April. Given the previous challenges you have faced with your initial experience with Nexamp, we will waive the final open charge. With this, your account has been officially canceled with Nexamp, and your balance is up to date. You will no longer receive solar credits on your National Grid bills and corresponding Nexamp invoices. There is no further action needed on your part. We hope that the exceptions we are taking here can help resolve your previous concerns about the situation. We are sorry that we have lost you as a customer.
Initial Complaint
Date:06/02/2023
Type: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.
Whilst in ******* during the Winter of 2021, a Nexamp representative convinced ** to sign with them. However, upon completion of ** signing our contract, the representative told us that Nexamp didn't serve our town and that the contract would be voided. In the Summer of 2021 I signed on with another solar provider who did service our town. Then in August of 2022, I start getting bills from Nexamp. I called them, and no one would answer, and so I would leave voicemails, to which I never received a response. I also sent E-mails, cancelling this service that I thought had been voided and told them I didn't want. Again no response. Then in the November 2022, I finally had my phone call answered by a customer service representative and I explained to her that I didn't want this service. She said she would cancel it, but would continue receiving bills. I was told by National Grid that I can only have one solar provider. Since ******************* is my solar provider, I don't understand how Nexamp can charge me for credits that I shouldn't even be receiving because I told National Grid I only want ******************* as my solar provider. So essentially I've been getting these "solar credits" from Nexamp, that is not listed on my National Grid Bill. Nexamp isn't listed at all on my bill and was told by their respresentative yesterday, that the credits are listed under "Other *** credits." How can I get credits from Nexamp, when I am only allowed one solar provider through National Grid! I was told initially by the representative I signed up with that Nexamp didn't serve my town, yet they use an old contract when they do start to serve my town and don't even contact me to see if I"m still interested. It just all seems very shady to me. I still sometimes don't get any answer or voicemail options when I call Nexamp's customer service. Agreeing to ******************* being my solar provider should have prevented Nexamp from putting credits on my uitility bill.Business Response
Date: 06/06/2023
Hi *******,
Thank you for your feedback and we are sorry to hear that you have had a poor experience with our organization. We are always here to assist you as needed, and hope that the details below can help you move forward.
Attached you can find a copy of your contract with Nexamp which was signed in February of 2021. Nexamp does not have a history of signing customers up in ******** and make sure we are only targeting areas in which we serve. We apologize for any confusion; however, we have no record of your contract being voided. You had signed up with our program prior to the solar farm going live in order to confirm that you would have a reserved spot. During this time, we sent you 5 project update emails to keep you aware of our progress on our solar farm, and an additional email to provide information regarding your Nexamp invoices. All updates regarding your subscription have been sent to the email we have on file for you (************************).
As for your relationship with *******************, that shouldnt impact your ability to stay enrolled with Nexamp. Based on the utility bill copy you shared with our team, they are listed as your energy supplier. Nexamps community solar program doesnt supply you directly with electricity, but rather provides you with solar energy credits that help pay off your utility costs. These solar credits are listed on the second page of your utility bill, listed as CDG Credits Applied to This Bill. Nexamp will later invoice you for these credits that reduced your electricity costs but provide a 10% discount.
In the example that you have sent our team, the utility bill you received on 2/28/2023 shows that there is no amount due. This is in part due to the solar credit that you received from Nexamp. The credit for the month was -$49.85 as shown on page 2. Nexamp then invoices you for that credit but at a 10% discount. You are able to see this on the invoice you received on 3/21/2023 (also attached). Nexamp does not generate invoices until we receive confirmation from your utility (National Grid) that the credits have been applied to your account. Therefore, we feel confident that you have received discounted solar energy credits as displayed on our Nexamp invoices, even while still being enrolled with *******************.
While your Nexamp account is now canceled, we would still be happy to assist in matching your solar credits and/or work with you on selecting a payment plan that works best. Nexamp does not charge late fees or interest.
We are sorry that you were not pleased with your experience. Nexamp is a veteran-founded business committed to helping people decarbonize their life. We operate in numerous states and help tens of thousands of customers save money on their electricity bills every month. We have a A+ rating from the BBB and our team has spent hours researching and responding to your complaint because we are committed to providing the best service possible for all our customers. If you have additional questions regarding your Nexamp account, you can reach our support team at ************ on Monday-Friday from 8:30 AM 6:00 PM EST.
Customer Answer
Date: 06/13/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:06/01/2023
Type: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 have been attempting to cancel this for 3 months, since 3/3. All I keep hearing from them is that it takes 3 billing cycles. Well, here we are 3 months later and its STILL not canceled. I was mislead when I signed up as well, because they say that your part of the solar farm is based on them reviewing your utility bills. I have rooftop solar as well, so my NGrid bills are very low. Im laying these people more than Id pay NGrid. I just want this nightmare to be over and to stop getting ripped off. This company does not give you all the information necessary when you ************. I wasnt even informed when my project went online.Business Response
Date: 06/06/2023
Hi ******,
Thank you for your feedback. Let me first start by apologizing that you have had a poor experience with our organization. We pride ourselves on delivering an exceptional customer experience and we take feedback from our customers seriously. We appreciate you reaching out and explaining your circumstances and hope the details below can help you move forward.
In general, the design of our program is to help reduce utility costs for people who cannot use solar panels themselves. At the time of when you enrolled with Nexamp, we were expecting to cover a significant portion of your remaining electricity costs throughout the year. However, since it sounds like you now are able to offset most of your usage costs with your own panels, the savings are not as easily recognized, and we understand why you would no longer wish to be enrolled.
When you cancel with Nexamp, we process that cancelation immediately. However, in *************, when you cancel with a community solar provider like Nexamp, National Grid allows for changes to be submitted every 3 months so they can remove you from their systems. During that window you can still receive solar energy credits that reduce your National Grid bill. This is why the original contract you signed with **, and the cancelation email we provided you with in March mentioned that the process is not immediate.
Additionally, we sincerely apologize if you werent properly notified when your solar farm went live. Our system shows that your assigned solar farm changed in an attempt to allow you to receive credits and savings sooner. We understand the experience could have been better and well take this feedback to improve our product moving forward.
Lastly, given your unique circumstances we will continue to work with National Grid to remove you from our solar farm as soon as possible. We will also make an exception to void the charges of your June Nexamp invoice, and make sure you no longer receive any further charges as well. There is no further action needed on your part with Nexamp. As for National Grid, the negative balance on your account can be used in months when your personal panels cannot cover everything. They are yours to keep and wont expire so long as your utility account stays active.
We take great pride in our customer experience and will continue to make improvements with the help of your feedback. If you have additional questions regarding your Nexamp account, you can reach our support team at ************ on Monday-Friday from 8:30 AM 6:00 PM EST.
Customer Answer
Date: 06/08/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
Date:05/23/2023
Type: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.
When I signed up for this service I was told that the billing would only occur on national grids side and nexamp would not bill me, they would get their cut from national grid. I never received one bill from nexamp paper or electronic. I received a letter in the mail yesterday about their billing process. When I made an account and logged on I had over $1,200.00 worth of charges that I was unaware of. I spoke to a nexamp representative on the phone today and they apologized for the miscommunication but still advised me that I owed the money. If I had received the first bill I would have immediately cancelled the service. this business is very deceptive and they have no explanation on the invoices of what I was actually being billed for.Business Response
Date: 05/26/2023
Hi *****,
We are sorry to hear about the difficulties you are facing and can certainly do our best to help.
We understand that you feel like your interaction with Nexamp has been deceptive, but we document this process in the contract you signed and in the numerous emails we send to all our customers when they enroll, when our solar farm goes live and when credits start being applied to your utility bills. We do our best to explain the program so that all consumers can make an educated choice on whether or not they sign-up for community solar.
Since the time you enrolled with Nexamp, our records show that we sent you numerous construction update emails and further details about our invoices to ensure you stay connected and informed as best as possible. Additionally, your first Nexamp invoice was sent via mail to the address we have on file with an insert further explaining how you can see your solar credits and savings on a monthly basis. All future invoices were sent to your email with the address we have on file.
Regarding your invoices, you are paying for solar energy credits that Nexamp has been providing you with that reduce your electricity costs with National Grid. If you look at your previous utility bills dating back to April of 2022, you should see a negative line item called "Transfer Credit/ Charges" under the Other Charges/ Adjustments section which is typically on the last page. For your more recent utility bills, it is possible the deductions are also listed as a CDG Credit Applied to Bill.
Nexamp invoices you for these credits but always at a 10% discount. We dont send you an invoice until we receive confirmation from National Grid that credits have been placed on your account. Through your enrollment with Nexamp, you have received roughly $1,400 in solar credits, which have reduced what you had to pay National Grid. With this 10% discount, that has resulted in over $140 worth of savings. Your Nexamp account has officially been canceled, and you will no longer see reductions on your National Grid bills and savings each month. With this said, given that your Nexamp account balance has accumulated, we are certainly willing to work with you to align on a payment plan that works for both parties. We do not charge late fees or interest, and do not impact credit scores.
If you have additional questions regarding your Nexamp account, you can reach our support team at ************ on Monday-Friday from 8:30 AM 6:00 PM EST.
Customer Answer
Date: 05/26/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I did receive emails regarding the construction of the solar farm, but I never received a bill electronic or by mail. I would be willing to pay you a portion of what I owe, but I dont think I should be held responsible for the whole balance as I was initially misinformed and was never notified of the bills that were accruing.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 06/01/2023
Hi *****,
Thank you for your response.
We apologize for any initial confusion; however, our system shows that you received invoicing notifications from Nexamp to your email address. You should be able to search within your email inbox for the subject line Your Nexamp Invoice ___ is Available. For reference, recent notices were sent to your email on 12/19/2022, 3/22/2023, 5/2/2023 and 5/18/2023.
While we havent heard of other customers experiencing the same issue, please let us know if you still are not able to find these notices. Nexamp takes great pride in its customer experience, and we want to ensure that we address any gaps we have in our systems if there is one.
As for submitting payment to Nexamp, we can certainly work with you on a plan that works best. You are welcome to view and pay your invoices after creating an online account by visiting community.nexamp.com/register. Alternatively, if you have questions or prefer to speak to a representative regarding a payment plan, you can reach out to our internal collections team at ************ or emailing ********************************** They are available Monday-Friday from 9 a.m. - 5 p.m. EST.
We thank you for your time and cooperation.
Customer Answer
Date: 06/02/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
As I stated before I did not receive any type of bill, if I had I would have promptly canceled the service and paid my balance off. I have had a credit score in the 800 range for the past five years, I did not get there by ignoring or not paying bills. I think Im being more than reasonable offering to pay the first 3 months as I would have cancelled immediately and with the lag in cancellation would have been responsible for 90 days. Also I have told your customer service representative that I am a career firefighter on disability with an on the job back injury receiving reduced income and cant afford to pay you anything at this time, so a payment plan would not help me.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
Date:05/22/2023
Type: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.
As soon as I got the first bill, I called and canceled my account They still keep send new billBusiness Response
Date: 05/26/2023
Hi *******,
Thank you for writing in.
Our records show that you officially signed up with Nexamp as of 8/5/2020. Attached to this response is a copy of the signed contract under your name.
Within this contract, it states that the cancelation process *** take up to 90 days due to the need for your utility, Orange & Rockland, to remove your name from our subscriber list. During this window you can still receive solar energy credits that reduce your utility bill. This is why the original contract you signed with us, and the cancelation email we provided you in November mentioned that the process can take up to 90 days. It is important to note that Nexamp bills our services in arrears, so there is always a delay between when you see credits on your utility account and when we bill you. This explains why you received Nexamp invoices after your cancelation request date.
Nexamp would typically bill you for those credits because they offset your utility electricity costs. With this said, as a gesture of good faith, we will waive the charges on your Nexamp account. We hope that the exceptions we are taking here can help resolve your previous concerns about the situation. This now means that your account has been officially canceled with Nexamp, and your balance is up to date. You will no longer receive solar credits on your Orange & Rockland bills and corresponding Nexamp invoices. There is no further action needed on your part.
We hope the details above help address the concerns you raised in your complaint. Were sorry that we have lost you as a customer.
Initial Complaint
Date:05/11/2023
Type: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.
cancelled nexamp in Januray ********************************* May 2023. When paying ***************** was told I was paying for December 2022 charges. Told I still have too pay ******* Feb March and most likely April and May charges. I already paid those months statements. What have I been paying for each of those months? When service was cancelled told I would have to pay untill May. they never gave me any correct information. Sound as this is a scam!Business Response
Date: 05/16/2023
Dear *******,
Thank you for your feedback. Let us first start by apologizing that you have had a poor experience with our organization. We pride ourselves on delivering an exceptional customer experience and we take feedback from our customers seriously. We appreciate you reaching out and explaining your circumstances, and hope that the details below can help you move forward.
While your Nexamp account is now canceled, you were previously receiving solar energy credits on your PSE&G account which reduced what you had to pay back to them. These credits reflected what your portion of our solar farm produced monthly and are located within the My Community Solar Status section of your PSE&G bills. This reduced the Delivery and Supply sections of your bills. In return, Nexamp invoiced you for the credits that you used to offset your costs, but at a 15% discount.
As for when you cancel with Nexamp, we process that cancelation immediately. However, in **********, when you cancel with a community solar provider like Nexamp, PSE&G has up to 90 days to remove you from their systems. During that 90-day window you can still receive solar energy credits that reduce your utility bill. This is why the original contract you signed with **, and the cancelation email we provided you in January mentioned that the process can take up to 90 days.
It is also important to note that Nexamp bills our services in arrears, so there is always a delay between when you see credits on your PSE&G account and when we bill you. Nexamp does not generate bills until we receive confirmation from your utility that the credits have been applied to your account. This explains why you received and paid Nexamp invoices after your cancelation request date. As shown in the last Nexamp invoice, you were being invoiced for solar credits that you used during your **************** period. This happened before you requested to cancel your Nexamp subscription, and the charge is valid.
However, we acknowledge that the timeline you have been experiencing between when you used the solar credits and when Nexamp invoices you (at a discount) is more delayed than normal. With this, you have paid for the credits you have used up until the cancelation request date, and we will honor the 90-day cancelation timeline. This means that your balance is up to date, and you will no longer receive any further Nexamp invoices.
Lastly, your complaint asserts that we are a scam. We believe your comment is not accurate. We are a veteran-founded business committed to helping people decarbonize their life. We operate in numerous states and help tens of thousands of customers save money on their electricity bills every month. We have a A+ rating from the BBB and have personally spent hours researching and responding to your complaint because we are committed to providing the best service possible for all our customers.
There is no further action needed on your part, and we appreciate your time as a Nexamp subscriber.
Initial Complaint
Date:04/12/2023
Type: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 attempting to CANCEL my account with ********************** since August 2022. After several attempts to cancel my account, I finally received an email on 02-Sep-2022 saying it will take up to 90 days for the cancellation to be finalized. Yet, I continue to receive invoices and Nexamp continues to charge my credit card on file.Business Response
Date: 04/18/2023
Hi Young,
Thank you for your feedback, and we sincerely apologize for any inconvenience you have experienced.
Our system shows that the cancelation process for your subscription was initiated as of 9/2/2022. During this step, we process that cancelation immediately. However, in ********, when you cancel with a community solar provider like Nexamp, Central ****** has up to 90 days to remove you from their systems. During that 90-day window you can still receive solar energy credits that reduce your utility bill. It is important to note that Nexamp bills our services in arrears, so there is always a delay between when you see credits on your Central ****** account and when we bill you. This explains why you received Nexamp invoices after your cancelation request date.
As with many of our subscribers, you have likely been receiving delayed and/or corrected Central ****** bills over the course of the last year. Given that we rely on the data that Central ****** provides us to create our own invoices, we have had to temporarily change the frequency of our billing practices. Since the date of your cancelation request with Nexamp, we have invoiced you for solar credits that were generated from May October of 2022. The invoice you received from Nexamp in April of 2023, was a delayed billing for the solar credits you generated and used during the July-August period of last year which was before your cancelation request occurred. We know the situation with Central ****** is frustrating, and sincerely apologize for the inconvenience.
The April Nexamp invoice will be the final invoice you are responsible for, and your Nexamp account is officially canceled. If you have additional questions regarding your Nexamp account, you can reach our support team at ******************************** or call ************. We are available Monday-Friday from 8:30 AM 6:00 PM EST.
Initial Complaint
Date:04/12/2023
Type: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 do not recall signing up for Nexamp but I am receiving bills from them. The bill is submitted via email, not as part of my Eversource bill. I do not use email for billing. They say I signed up about 18 months ago. Considering the fact that I was once swindled by another company that promised good rates for environmentally friendly energy, I was and am not inclined to be fooled again. I disputed my bill and "cancelled" my agreement which they say will take months to disconnect. Do you have any suggestions as to how I might handle this situation?Business Response
Date: 04/19/2023
Hi ********,
Thank you for your feedback.
I understand that you feel like your interaction with Nexamp has been a surprise, but I want to address the specifics of your complaint in the hopes that these answers provide you with the details you need to fully resolve your questions and concerns with Nexamp.
Regarding your subscription with Nexamp, our system shows that you signed a contract in November of 2020 to join one of our local solar farms. A copy of such is included in this response for your records as well. Since joining a solar farm is competitive, you signed up before construction had finished so that we could guarantee that your spot is reserved once our program began. Throughout the construction process, we sent numerous updates to all of our subscribers to keep them informed of the progress and additional information about our program via both email and physical mail. We do our best to explain the program so that all consumers can make an educated choice on whether or not community solar is right for them. We understand that not all customers prefer to use electronic billing and that is why our customers first invoice is sent via physical mail which also includes more information explaining the setup and a notice that if you wish to receive paper bill moving forward, we can accommodate such.
As for your cancelation, we process that request immediately. However, in ************* when you cancel with a community solar provider like Nexamp, Eversource has up to 90 days to remove you from their systems. During that 90-day window you can still receive solar energy credits that reduce your utility bill. It is important to note that Nexamp bills our services in arrears, so there is always a delay between when you see credits on your Eversource account and when we bill you. This explains why you received Nexamp invoices after your cancelation request date.
We hope that this background information is helpful in resolving some of your concerns. However, to accommodate your needs as best as possible moving forward, we will reach out to you directly to ensure that we find a solution that works for both parties.
Customer Answer
Date: 04/19/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
Date:03/22/2023
Type: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 have an invoice from NEXAMP due on 3/31/23 for $283.26. This was received by e-mail on 2/28/23. In the past I have "autopayed" these bills, but removed autopay while trying to resolve this issue.NEXAMP's e-mail alleges this is due to Ameren mis-charging during May-September of 2022.NEXAMP invoices contain no data other that the amount owed. NO KW-hours used, no amount paid to Ameren, no savings for using their service.I paid NEXAMP ***** ib 1/31/23, ***** on 12/6/22, ***** on 11/4/22, ***** on 10/6/22 and ***** o3/10/23n 9/1/22..I called NEXAMP on 3/10/23 to express my concerns. **** from NEXAMP (******* Office) stated he would send me a detailed spreadsheet via **** and via e-mail which showed how much electricity I had used, what my total bill for that electricity was, how much I paid Ameren, how much of the remainder I owed to NEXAMP and what the savings were each month. I agreed and waited. Still nothing from NEXAMP via **** or e-mail.On 3/22/23 I called NEXAMP and spoke to ***** (****** Office). She expressed her dismay and would reach out to **** to find out why the delay. As of today, no response.**** also stated that NEXAMP had responded to previous e-mail inquiries that I had made. In reality, those responses were AUTO-replies that only stated that my e-mail had been received and that NEXAMP would respond shorty. That latter part never happens.I believe that I am being overcharged, with the intent to fraud, by NEXAMP>Business Response
Date: 03/30/2023
Dear *******,
Thank you for your feedback about the program. We are sorry to hear about your experience and would like to take a moment to address the concerns that you raised.
When you signed up with Nexamp, you agreed to receive solar energy credits designed to offset your historical electricity usage by sizing your share of the solar farm to lower your average monthly costs. As a reminder, the reductions from Nexamp on your Ameren bills should be listed as Off-site Gen *** under the Usage Summary section. Every credit that was placed on your utility account was provided to you at up to a 20% discount.
In terms of your Nexamp invoices that reflect these credits, I have attached the Nexamp invoice that you referenced dated 2/28/2023. This invoice displays five months' worth of credits and/or adjustments that were applied to your Ameren utility bills dating back to May of 2022. As communicated by our team on 2/28, this was a result of Ameren sending rebills to their customers during this time period. We apologize for the inconvenience this has caused and want you to know that Nexamp does not charge late fees, interest, or impact credit scores. We are always willing to work with you on selecting a payment plan that works best. This will not lose your ability to still receive new solar credits as expected.
As for the information on our invoices, we will display the production period of our solar energy, the *** generated for that period, the monetary value of the solar credits that reduce what you pay to the utility, your discount on these credits, and therefore the amount due to Nexamp. While the February Nexamp invoice reflects adjustments related to Ameren rebilling you for several months, our goal is to provide you with consistent and reliable savings on a monthly basis.
Regarding your previous contacts with Nexamp, our records show that you recently spoke with us via email on 2/16, 2/28, 3/2, and 3/22. Please note that a live agent of ours responded to all these emails within the same day that it was received. My colleague has also mailed a physical copy of an account summary to you as of last week. If it has not already, I would expect this to arrive very soon. I additionally have attached a summary to this response that displays the credits used to offset your utility costs and your Nexamp charges since your subscription began. I hope that these materials assist in you being able to track the savings you have received as a part of our program. Additionally, if you find that receiving our invoices via mail is more convenient for you, please let us know and we can make that change for you.
Overall, Nexamp is a veteran-founded business committed to helping people decarbonize their life. I believe your comment regarding fraud is not accurate. We operate in numerous states and help tens of thousands of customers save money on their electricity bills every month. We take feedback from our customers seriously, and I hope that this explanation was able to resolve your questions or concerns you had.
If you have any questions regarding why there was a rebill, you can contact Ameren support at ************. For any questions regarding your Nexamp account or invoices, you can reach our support team at ************ on Monday-Friday from 8:30 AM 6:00 PM EST.
Customer Answer
Date: 03/30/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
Date:02/13/2023
Type: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.
We subscribed to Nexamp as a result of its advertisements that we would save ****% on our energy costs. In reality, our energy company, Eversource, subtracts ****% from our monthly bill, but Nexamp charges us ****% of the Eversource monthly discount leaving us with a savings of ****% x ****% (approximately 1.5%) per month. We pay both Eversource and Nexamp monthly.Nexamp's advertisements and website indicate that customers will save ****% on annual electricity costs. This is not accurate. Nexamp customers will only save about 1.5% on electricity costs and will have to pay both Nexamp and their primary electricity supplier (in our case, Eversource). Sure sounds like fraudulent advertising.Contact with Nexamp resulted in them explaining that they charge the customer ****% of the monthly ****% savings that Eversource credits the customer. How is this a ****% electricity savings for the Nexamp customer?Business Response
Date: 02/16/2023
Dear *****,
Thank you for your feedback. We pride ourselves on delivering an exceptional customer experience and we take feedback from our customers seriously. I want to address the specifics of your complaint in the hopes that the information below can provide you with the details you need to fully answer your questions and concerns about community solar programs in ************* and with Nexamp in particular.You are correct in that you continue to receive your electricity through Eversource. However, it is important to know that your utility bill to them is reduced by the value of the community solar credits you receive from Nexamp. We provide those credits to you at a ****% discount. The design of the program in ************* is that you receive credit for what the farm has generated. When our solar production is highest in the summer months, you would receive far more credits compared to winter months, where solar energy is less.
When you signed up with Nexamp you agreed to receive solar energy credits designed to offset your historical electricity usage by sizing your share of the solar farm to offset your average monthly costs. With this said, if your electricity usage has changed significantly, or you feel that you are not receiving enough solar credits to meet your needs, please let our team know along with a copy of a recent utility bill. With this information we would then be able to determine if we need to adjust your share size to better meet your needs throughout the year.
As a reminder, the solar credits that Nexamp provides you with to lower your utility bill costs are listed on the last page of your Eversource bill. The section is called Other Charges/Adjustments, and there should be a negative line item called Alternative On-Bill ******* Over the course of your time with Nexamp so far, we have provided you with $1,333.34 worth of solar credits that lowered the amount of money you needed to pay the utility. With our ****% discount on such, you have saved over $166 and counting. If you are having difficulties matching these credits to your utility bills, please let us know and our team can work with you in order to get you the answers you need.
Lastly, your review asserts that we use fraudulent advertising. I believe your comment is not accurate. We are a veteran-founded business committed to helping people decarbonize their life. We operate in numerous states and help tens of thousands of customers save money on their electricity bills every month. We are absolutely committed to providing the best service possible for all our customers, and we are here to assist wherever needed. If you have further questions, we are available Monday-Friday from 8:30 AM - 6:00 PM EST at ************** or ********************************.
Thank you for your time and for being a Nexamp subscriber.
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