Complaints

This profile includes complaints for Nexamp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nexamp

  101 Summer St Fl 2 Boston, MA 02110-1287

  
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  Nexamp

  17 Parkridge Rd Haverhill, MA 01835-8510

  
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  Nexamp

  254 Commercial St Ste 245 Portland, ME 04101-4899

  
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  Nexamp

  254 Commercial St Portland, ME 04101-4664

  
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  Nexamp

  200 W Monroe St Ste 620 Chicago, IL 60606-5070

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:02/09/2023

  Type:Product 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.

  On 10/08/22 after about a month of trying to cancel Nexamp I finally received confirmation that my account was cancelled. (FYI - They have awful non US customer service and the response time typically takes several days. Good luck getting anyone to call you back.) Then on 02/07/23, without any warning or being provided an invoice, I received a charge on my credit card for $920.04 from Nexamp. I immediately reached out to Nexamp and they provided me with an invoice claiming that the charges were for the period from 05/07/22 - 10/07/22 and somehow that totaled $920.04. How could this possibly take this long to process and I have no confidence that the amount is correct? I would like a refund or at the very least a better explanation of what happened and an opportunity to pay this back over time. Do not sign up for Nexamp, you will 100% be disappointed.

  

  Business Response

  Date: 02/16/2023

  Dear ******, 

  
  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. This fall, our team (based in ******* and ******) experienced an extremely high rate of inbound volume which unfortunately affected how quickly we were able to respond to our customers' inquiries. I understand we have clearly missed the **** with you, and I hope to provide solutions for you moving forward in the details below.  

  After reviewing your account, I can see that we processed your cancelation with Nexamp on 10/8/2022. When you cancel with Nexamp, 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 also 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 a Nexamp invoice after your cancelation request date. 

  As you presumably had come across throughout 2022, Central ****** experienced difficulties in producing timely and accurate utility bills for their customers. Since Nexamp relies on Central ****** to inform our team about the solar energy credits that were applied to your utility bills, we too experienced these troubles. This is why the Nexamp invoice you received in ******* was for five months' worth of solar energy credits produced from May-October. The credits for these five months appeared on your Central ****** bills during those times, lowering the amount of money you needed to pay the utility by $1,022.27. If you have difficulties matching these credits to your utility bill, let me know and I will work with our contacts at the utility directly in order to get you the answers you need. Please note that even with the delay, the Nexamp invoice reflects credits that were produced and applied to your utility account prior to your cancelation with Nexamp.  

  Regarding the payment of this invoice, I can see in our system that you have historically paid the invoices in your account via autopay with the payment method saved on file. In recent months, we have undergone a website update for our customers. During this time, there was a small subset of customers who had not received the standard invoice notifications for when an invoice was posted and paid. Unfortunately, your account was a part of this group. We sincerely apologize for this mistake and take full ownership of such. Please note that we are taking the necessary steps to address any gaps we have in our systems.   

  To assist with your situation directly, I have reached out to the email that we have on file for your account for a resolution. I know you had a frustrating interaction with us, but I am hoping we can come to a resolution regarding your complaint. 
  
  Sincerely,   
  ***********;

  Customer Answer

  Date: 02/16/2023

  
  
  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:01/27/2023

  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.

  NEXTAMP billed me in October (?), and I emailed them that I did not, nor do I want their service. They continue to bill me (Approximately) $75.00 a month. I have emailed them at least 3 times to stop the unwanted service. I pay the invoices only because I do not want to have any negative information on my credit report.Please ask them to stop the service and stop sending me bills for something I never requested.Thank you.

  Customer Answer

  Date: 02/07/2023

  Hello:
  
  I have not received a response from NEXAMP in reference to complaint #********. However, today I received a Past Due bill, and like all the other bills they have sent me, I will pay the bill to prevent them from hurting my credit. They have ignored my requests to stop billing me for a service I did not order, but the bills keep coming every month.
  

  Thank you,
  

  *****************

  

  Business Response

  Date: 10/03/2023

  Hi ***,  

  Our team at Nexamp was alerted that your complaint originally filed on 1/27/2023 to The Better Business Bureau was not answered. The lack of response you have received from our organization is unacceptable we hold ourselves to higher standards and we have clearly not lived up to our goal of providing an exceptional customer experience. Our team has since restructured our process for handling situations like these, and it should not happen again. We sincerely apologize for the inconveniences you might have experienced.  

  While we understand your account is fully canceled and there is no action needed from you, we feel that you deserve a sufficient response regarding your initial complaint. Please find our details below:  

  Our records indicate that you officially signed up with Nexamp in March of 2022. We have attached a copy of your contract for reference. To sign up for Nexamps service, customers need to provide us with their utility information, and they need to sign a contract. Many of our customers complete their contract with us electronically. Nexamp uses DocuSign to secure digital signatures. If you are unfamiliar with DocuSign, they are widely regarded as the standard for electronic signatures, with more than a million customers and a billion users. When a customer signs the ********************** contract using DocuSign, the system takes what the customer types and makes it look like a cursive signature. As a reminder, customers that sign up with Nexamp pay no fees to join our program. 

  Once the program began, Nexamp was applying solar credits to your Commonwealth ****** bills. You would have been able to see the credits listed within the ******************** Supply Details" section of your utility bill. Within that section, ComEd lists the name of the solar farm, how much solar electricity your share of our farm generated and the value ComEd assigns to it. This is then used to reduce the amount of electricity that you had to pay back to ComEd.  
  Throughout the 5 months you were on an operating solar farm, we reduced your utility costs by roughly $195. For reference, these solar credits were likely applied to your utility bills from the periods of September 2022 January 2023. Since Nexamp applies a 20% discount on the solar credits you were receiving, this equates to roughly $39 in savings.  

  Regarding your cancelation with Nexamp, we made note of your request in November of 2022. When you cancel with Nexamp, we process that cancelation immediately. However, in ********, when you cancel with a community solar provider like Nexamp, ComEd 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 November 2022 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 ComEd account and when we bill you. This explains why you received and paid Nexamp invoices after your cancelation request date. Your last Nexamp invoice was received in February, which reflected solar credits that were generated between December 2022 and January 2023, which was still within the expected cancelation timeline.  
  

  While we hope this explanation was useful for you, we once again want to note that your account has been officially canceled with Nexamp, and your balance is up to date. You no longer receive solar credits on your utility bills and corresponding Nexamp invoices. There is no further action needed on your part. 

  Thank you for your time as a Nexamp Community Solar Subscriber. 

• Initial Complaint

  Date:01/23/2023

  Type:Product 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.

  January 23, 2023 Better Business Bureau: Problem with Product and Service I signed up for solar energy with Nexamp *** because of their advertising of green energy and significant savings on electricity bills. I started receiving invoices from them in July 2022, for a much higher amount than my regular electric bill to NGRID, around 2 times higher. I was also paying National Grid my budget amount of $177 but I later stopped. I was never told beforehand that I would be paying so much money to Nexamp. I called Nexamp to inquire about this and they tried to explain the "credits" that I was receiving at National Grid. After paying Nexamp $2,567.09 and National Grid $1,168.26, I decided to cancel my service with Nexamp on December 19, 2022. When I called, they said it would take 2-3 months after cancellation and that I had to keep paying for their service even after canceling, probably until February or March of 2023. I then called National Grid to ask for a refund of my credits which amounted to $2,939.09. After talking to the Company Grievance Supervisor the answer was they could not give me a refund for the solar credits. I explained that I was 83 and a ******* War veteran on a small disability pension and the answer was still no. I now have two invoices from Nexamp that total $858.55 which I cannot afford to pay. I realized that I now have enough solar credit with ***** that I will not have to pay ***** another bill for two years since I canceled my account with Nexamp. If I had not canceled with Nexamp I would never ever have to pay NGRID again but I would have to pay Nexamp 2 or 3 times more than I was paying NGRID. My average monthly bill payments to NGRID have been $177 over the years.Sincerely,*********************************19 *************************************************************** Cell: ************ ******************

  

  Business Response

  Date: 02/01/2023

  Dear *******,

  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. 

  I know that our SVP of Customer Experience has been working with you directly to meet your needs as best as possible. In doing so, as a gesture of good faith, we will conduct a special billing resolution that will clear your remaining account balance with Nexamp. We will also advocate on your behalf with National Grid to allow for more transparency and accommodating solutions when an especially large credit builds up on a utility account. Nexamp takes great pride in its customer experience, and we want to ensure that we address any gaps we have with these scenarios in the future.  

  Please note that throughout this process we are canceling your account as soon as possible, and there is no further action needed on your part.  

  Sincerely,  
  ***********;

  Customer Answer

  Date: 02/01/2023

  [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:01/17/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May/June 2021, I signed up to Nexamp, received a $50 gift card, and it sounded so simple or they made it sound simple the way they operate. They said it could ***********-12 months to have a solar farm I could get into.I signed up with ****************, locked in a price for a year, not knowing when this would open up. I would receive emails from Nexamp from time to time. Out of the blue, I get a bill on January 9, 2023 for $92.92 from September usage?? I now am getting double billed and credits, yes, since I already have Clearview and paid up!I was never informed by Nexamp that I would be getting credits in Sept or that I would be getting into the solar farm at that time. I never got a welcome package in snail mail or on email. I was told that they "tried" to get a hold of me, and maybe its in spam folder???I saw from reading other bad reviews that someone did get notice, I NEVER did. I was checking my spam folder on yahoo where I get hundreds a day, up til recently. That is no excuse. A package with WELCOME should come in snail mail. I would have cancelled the other company or theirs if I had known. I cancelled right away and now have to wait 90 days to get out of this?? which I was told I will be getting bills til June or July, and double paying from Sept-January since my contract was over end of December with Clearview and still out of contract til end of month unless I can get out of month. This is so unnerving to say the least and I have no idea what Oct, Nov, Dec, Jan bills will be and I already paid my past bills and now more. I did pay the current bill since I did sign up and I have good credit which I don't want to ruin other this!!! Can you help me get out of this sooner?

  

  Business Response

  Date: 01/25/2023

  Dear *****,  

  
  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. 

  
  I understand that you have canceled your account with us, 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 answer your questions and concerns regarding Nexamp. 

  
  When you first signed up with Nexamp, it was communicated that you were placed on the waitlist as there was no available space on a solar farm within your area at the time. Towards the latter half of last year, there was the opportunity to place you on a solar farm so you could start saving through our program. We sincerely apologize that there was not proper notice of your progress on our solar farm. We appreciate you providing feedback regarding this process, and we are working hard to rectify this moving forward. 

  
  Regarding the program itself, it is important to note that Nexamp is not your energy provider. You continue to receive your electricity through Clearview, but your overall electric costs are reduced by the value of the community solar credits you receive from Nexamp. According to state regulations, you do not need to cancel with Clearview in order to receive the benefits from our program. We provide those credits to you at a 10% discount, so $100 in credits only costs you $90.  The reductions from Nexamp on your Central ****** bills should be listed as a Community Distribution Generation Credit" under the Payment & Adjustments section. 

  
  The design of the program in ******** is that you receive credit for what the solar farm has generated. In the summer months this means that you would likely receive credits in excess of your usage. In winter months, where solar energy is less, your credits would be less than your monthly usage.  

  
  While although you receive a separate bill from Nexamp, you are not double paying since your utility costs are being decreased more than what Nexamp is asking for in return. Nexamp never bills a customer until we receive confirmation from Central ****** that credits have been placed on your account. Every credit that was placed on your utility account was provided to you at a 10% discount.  Because Nexamp invoices are in arrears, you are just now being invoiced for your solar energy credits, however, you should have already seen them appear on your Central ****** account likely in October. We apologize for the timing of this as Central ****** has continued to see delays in sending us this necessary data. 

  
  As for your cancelation with Nexamp, we process that 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 and corresponding Nexamp invoices. I will personally escalate your account to remove you from our program as quickly as possible. While this is occurring, we are always willing to work with you on selecting a payment plan if needed. Please also note that Nexamp does not charge late fees, interest, or impact credit scores. 

  
  In summary, while I know that the process for Community Solar can be confusing, the program is working as designed in ********. I hope the details above help address the concerns you raised in your complaint. Im sorry that we have lost you as a customer. 

  
  Sincerely,

  ***********;

  Customer Answer

  Date: 01/31/2023

  [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. I have to say that I am not comfortable paying them on autopay since I read complaints with their billing system. I now need to find out from them how quickly they can escalate my cancellation. They do need to explain how they operate in detail like they did here and alert people when their solar farm opening is operating. Its way too confusing, and getting a surprise bill is not right, however I will accept their response.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/13/2023

  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.

  We signed up with Nexamp in 2015 as part of the **************** solar program. The company needed enough early joiners to get their ************* project permitted. We were led to believe we would be getting a bill from National Grid with a 15 percent solar credit taken off. Instead, we have been billed separately every month by both NG and Nexamp. Because the solar credits fluctuate during the year and the Nexamp billing procedure is so chaotic to the consumer, it is impossible to compare power usage to Nexamp charges. In May, 2022, there was a huge bump in the monthly bill to almost $600 with no explanation. One agent said if we didnt understand her, there was nothing she could do about it. We got a reasonable response from one agent in October but now Nexamps new billing system is worse than ever. Now, the company has been pumping credits into our NG account and then charging us. The result is that we have paid Nexamp hundreds and hundreds of dollars each month and the current bill for December is more than $400, compared to about $200 last year. The problem is that my wife and I are on a very low social security and received $900 in fuel assistance last year to help pay off our ************* (we have electric heat) . But fuel assistance will only pay our debt to NG not to Nexamp. So we are getting screwed by Nexamps new billing process. I have tried to reach an agent for a week to request they take back the credits to **. This will allow us to qualify for fuel assistance through February when our heating bill is very high. What started as a seemingly win-win situation for Nexamp and us has turned into a complicated billing nightmare that I would never had entered into had I known beforehand.

  

  Business Response

  Date: 01/20/2023

  Dear ******,  

  
  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 long-term customers like yourself seriously. We appreciated your early support, and hope to provide you with a more positive journey with our program moving forward.  

  
  I want to address the specifics of your complaint in the hopes that these answers provide you with the details you need to fully answer your questions and concerns about community solar and Nexamp in particular. In order to do so, here is some general information as a refresher:  
  - 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 15% discount, so $100 in credits only costs you $85.  
  - 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.   
  - *** design of the program in ************* is that you receive credit for what the farm has generated. In the summer months this means that you would receive credits in excess of your usage. In winter months, where solar energy is less, your credits would be less than your monthly usage.  
  - Nexamp never bills a customer until we receive confirmation from National Grid that credits have been placed on your account. Every credit that was placed on your utility account was provided to you at a 15% discount.  
  - As a reminder, the reductions from Nexamp on your National Grid bills should be listed as a "Transfer Remote Net Meter Credit" under the Other Charges and Adjustments section.  
  
  To respond to your specific comment referencing higher Nexamp bills, this can generally be attributed to two things: Higher solar generation during the spring and summer months, as well as rising utility rates that have been seen throughout ***********. If you would like to learn more about these rising rates, I have attached an excerpt of an article National **** wrote which helps explain the background for why this is happening. As for the high Nexamp invoice you received dated 6/2/2022, this was because it reflects two months of charges (solar production from March-April, and *********** While it is always our intention to invoice for one month at a time, unfortunately due to a delay involving National Grid, the two months were billed at once in order to stay as current as possible. We apologize for any inconvenience.  
  
  Over the past year, you have saved roughly $570 on the solar credits applied to your account. Moving forward, we would like you to continue savings and have the community solar program work for you as best as possible. In order to do this, I propose two steps:   
  

  1. Given that you are receiving funds from Fuel Assistance in addition to your Nexamp subscription, we can lower your share size on our solar farm. According to state law, we can request changes to customers accounts twice per year, and the next expected window to adjust is the end of this month. In order to do this, we would need to see a copy of a recent National Grid bill in order to see your historical electricity usage. If possible, please send your bill to our team as soon as you can so we can implement a resolution as quickly as possible. Once the change goes into place, you will receive fewer Nexamp credits on a monthly basis, which will allow you to use your built-up credits on your National Grid bill as well as your Fuel Assistance.   

  
  2. While that is taking place behind the scenes, I can note that you would prefer to be on a payment plan with Nexamp until your balance is caught up. Nexamp does not charge late fees or interest, and we can work with you on selecting a payment plan that works best for you. This will not lose your ability to still receive new solar credits as expected.  

  
  In summary, while I know there is a lot of information here, the program is working as designed in *************. 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. I have personally spent hours researching and responding to your complaint because we are committed to providing the best service possible for all our customers. 

  
  I hope the details above help address the concerns you raised in your complaint. However, if you do have further questions, please reach out to me directly. I look forward to resolving this with you. 

  
  
  Sincerely,  
  ***********;

  
  

  Customer Answer

  Date: 01/23/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a solar company, it is suppose to assist with my electric bill, however instead I have to pay 2 electric bills every month for up to 90 days even though I have canceled this service and their bill is much higher than my normal electric bill.

  

  Business Response

  Date: 01/10/2023

  Dear *******,  

  
  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. 

  
  In general, Nexamp provides solar energy credits that offset your electricity costs with your utility, National Grid. 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 your electricity costs each month.  

  
  To this point, the data that National Grid sent our team indicates that you saw a credit of -$168.22 applied to your National Grid bill dated 10/14/2022. This would be displayed as "Transfer Credit/Charges" under the Other Charges/Adjustments section of your utility bill. This corresponds to the Nexamp invoice you received on 12/14/2022. Since we always apply a 10% discount to these credits, you saved $16.82 for that month. Nexamp does not generate bills until we receive confirmation from your utility (National Grid) that the credits have been applied to your account. Therefore, I feel confident that you have received discounted solar energy credits as displayed on our Nexamp invoice.  

  
  In reference to your comment regarding the cancelation timeline, when you cancel with Nexamp, we process that cancellation 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 timeline is noted in the contract you had signed to join our program.  

  
  To resolve this matter moving forward, I can assure you that I am escalating your cancelation request to be processed as soon as possible. As that is getting underway, it would be expected that you pay for the invoices that reflect solar credits that have already been applied to your utility bills. Nexamp is very sympathetic to our customers budgets and does not institute late fees or penalties. We are happy to work with you to determine a payment plan that works best for you if needed.  

  
  In summary, while I know that the process for Community Solar can be confusing, the program is working as designed in ********. I hope the details above help address the concerns you raised in your complaint. If you have additional questions or wish to set up a payment plan, please let me know.  
  
  Sincerely,  
  Justin 
   

  Customer Answer

  Date: 01/16/2023

  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. 

  See attached

   

   

  

  Business Response

  Date: 01/25/2023

  Dear *******, 

  
  Thank you for reaching back out with more details.  

  
  In order to further assist with matching the solar energy credits you are seeing on your utility bills with your Nexamp invoices, I hope these instructions are useful:  

  
  1. It is recommended that you look at the production periods that are listed on the Nexamp invoices. This reflects the dates that the electricity was generated on our solar farm. While they do not match the usage dates on your utility bill, it should help you better understand when they were used to reduce your electricity costs.   

  2. 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 National Grid account and when we bill you. This is because we are waiting for confirmation from the utility that credits have been placed on your account. Every credit that was placed on your utility account was provided to you at a 10% discount.   

  3. The solar credits that Nexamp provides you with to lower your utility bill costs are listed on the last page of your National Grid bill. The section is called Other Charges/Adjustments, and there should be a negative line item called CDG Credit Applied to this Bill.  
  

  Further explanations for your recent bills are below:

  
  For your first Nexamp invoice that is dated 12/14/2022, there is a production period listed of 9/1-9/29. Within this period, you produced a -$168.22 credit that was applied to your utility bill you received on 10/14/2022. This was a large enough credit to offset your entire utility bill, and therefore you did not have to pay National Grid that month. In return, Nexamp sent an invoice to you in December for 10% less than what we took off your utility bill ($151.40).  

  
  The same practice can be said for your recent Nexamp invoice dated 1/23/2023. Between 9/30-10/31, you generated additional solar credits and had a total of -$31.61 that was applied towards paying your utility bill dated 11/14/2022. In return, Nexamp sent an invoice to you in January for 10% less than what we took off your utility bill ($28.45).   

  
  As for the utility bill dated 12/14/2022 that you have attached to your response, you received a solar credit listed on the last page for -$13.76. Since Nexamp bills in arrears, we have not yet sent an invoice for this credit. So long as our internal team receives the necessary information from National Grid in time, you should expect an invoice in February from Nexamp for 10% less than that amount ($12.38).

  
  As stated before, Nexamp is 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. While I will personally escalate your account to be canceled as soon as possible, we will continue to pass along credits and savings to you until it is finalized.  

  
  I hope the exercise above was able to answer your questions. However, if you need anything else, please let us know.  

  
  Sincerely,  
  ***********;

  Customer Answer

  Date: 01/28/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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:12/21/2022

  Type:Service or Repair 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 was told I would save 15%, it's a lie. I would not receive a bill for 3 months and kept calling and asking where's my bill and they said they were having accounting problems and I would not be billed multiple bills they would always be behind. That was another lie I just got multiple bills.

  

  Business Response

  Date: 12/22/2022

  Dear *****,  

  
  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. While I understand that you have cancelled your account with us, I wanted to address the specifics of your complaint. 

  In general, Nexamp is not your energy provider. You continue to receive your electricity through Central *********** (CMP), but your bill to them is reduced by the value of the community solar credits you receive from Nexamp. The design of the program in ***** is that you receive credits for what your share of our solar farm has generated. We provide those credits to you at a 15% discount, so $100 in credits only costs you $85. 

  In the summer months when our solar production is highest, you would likely receive credits in excess of your usage. These excess credits go into a credit bank which is then utilized in the months where your usage is greater than the energy generated by the solar farm. This is likely what you saw with the first invoices Nexamp sent, since our solar production reflects high generation during the 5-month period from May September. You are essentially pre-paying for solar credits that you will use to offset your winter energy usage at a 15% discount. Based on the four invoices you have received from Nexamp, you have generated $1,464.39 that can be used to offset your utility costs when needed. Through this program, you have saved 15%, or $219.66 on these credits. Without seeing your utility bill, I cannot provide you with the specifics of your situation, but I suspect that you are receiving an excess of solar energy credits (as described above). We document this process in the contract you signed with Nexamp and in the numerous emails we send to all our customers when our solar farms go live and when credits begin being generated. 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. 

  Regarding your comments about being delayed in receiving Nexamp invoices, that was because we do not generate bills until we receive confirmation from your utility (CMP) that the credits have been applied to your account. It is always our intention to invoice you on a monthly basis, however, at the time of when our solar project was getting started, we experienced delays in receiving this critical information from the utility. Given that CMP has now recently caught up in sending this information, we invoiced for two generation periods in December to become as current as possible when invoicing for credits on your CMP bill. We sent notice to you regarding this prior to you receiving the most recent invoice. While we apologize for the inconvenience this has caused, Nexamp is always willing to work with customers regarding payment plans, and we do not charge late fees or penalties.  

  With this said, I understand that you wish to be removed from our program and do not intend to pay any more Nexamp invoices. Typically, we do ask for 90-day notice for CMP to be able to remove you from our solar project and officially stop credits from discounting your utility costs. While it is well within our legal right to expect you to pay for the credits you have and will continue to receive until your cancellation is finalized, I am not interested in pursuing this course of action with you. Our organization has no tolerance for disrespecting our team members. If you wish to have any further communication with our organization, I will be your point of contact.   

  I would instead like to propose an alternative solution. I will have my team apply credit to your Nexamp account to pay for your 12/20/2022 Nexamp invoice, along with any other invoices that would have been created while your cancellation is completed by CMP. In other words, you will receive hundreds of dollars in free energy reductions. In return, I would respectfully request that you consider removing the various negative reviews you have posted about our company. I firmly believe that we have acted in good faith and operated under the law. Your reviews assert that your experience has been a lie. 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. I have personally spent hours researching and responding to your complaint because we are committed to providing the best service possible for all our customers. 

  In summary, I hope the details above help address the concerns you raised in your complaint. Your cancellation is finalized at our end, and you no longer will receive any more Nexamp invoices. There is no further action needed on your part. 

   

  Sincerely, 

  ******

  
  

  Customer Answer

  Date: 12/23/2022

  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 will accept their offer if I receive a final invoice showing paid as they have stated in their response I do not trust them. I also want to see that I have been released to CMP that I will do as they have asked and remove negative reviews. Please have someone call me ************. 

• Initial Complaint

  Date:12/03/2022

  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.

  I was using nexamp in conjunction with national grid for my electricity when I lived in ************* but moved and canceled my electricity September 29th I am still receiving bills from nexamp. I want to cancel this account

  

  Business Response

  Date: 12/07/2022

  Dear *****,  

  
  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. 

  
  When you cancel with Nexamp, we process that cancellation immediately. However, in *************, when you cancel with a community solar provider like Nexamp, National Grid allows updates to happen within their system twice per year. During that window you can still receive solar energy credits that reduce your utility bill. Due to this, we ask our customers in ************* to provide prior written notice of up to 6 months for a cancellation to be finalized by the utility.  

  With this said, given that your cancellation involved a termination of the utility account itself, the cancellation process would be quicker since Nexamp only charges you for credits that were applied to your utility bill prior to your final bill with National Grid. Due to our process of billing in arrears, the November Nexamp invoice (INV00998782) was for production on our solar farm from 8/25/2022 to 9/22/2022. The credit produced during that period was likely applied to your last electric service bill you received from the utility after your closure on 9/29/2022.  

  
  After reviewing your account, it appears that your final autopayment with Nexamp went through on 12/2/2022 for $211.56 to pay for the November invoice. Nexamp would typically bill you for those credits because they offset your ************************* costs. However, as a gesture of good faith, I will have a refund be applied to the payment method used on file to reimburse you for this charge. This should update on your payment method within roughly 3-5 business days. 

  
  Please note that with this, your account has been fully paid, and officially cancelled. You should not receive any more Nexamp invoices, and there is no further action needed on your part. I hope the details above help address the concerns you raised in your complaint. 

  
  

• Initial Complaint

  Date:12/02/2022

  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 experienced multiple debits to my autopay account that were not justified and poorly managed. The excuse they used was " we have billing problems and you are building up solar credits." I finally had enough of the obfuscation and cancelled my account . This was on *** may of this year . They continued to debit my account until this month. I finally had M&T bank put a stop order on this account to prevent further withdrawals .I contacted National Grid , they did see that they did finally cancel with Nexamp , but that they also removed all of the solar credits that were deposited into my National grid account . In essence they removed $566.20 in credits. This is theft . I am seeking $566.20 and $35 for the stop order for a total of $601.20 Thank You !

  

  Business Response

  Date: 12/07/2022

  Dear *****,  

  
  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. 

  
  To address the first part of your statement regarding payment difficulties, we understand your frustrations and sincerely apologize. In late 2021, our company made updates to our payment system. Unfortunately, while this occurred, there was a short period of time when our autopay system was not functioning as expected. However, it was subsequently resumed to charge you correctly based on the information that your utility had provided us. Our internal teams have spent time making significant updates to our system to avoid issues like the ones you have experienced from happening again.  

  Regarding your cancellation with Nexamp, we process that request 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.  

  To this point, 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 your electricity costs in a given month.  
  National Grid takes a different approach in what they display on their bill. They show all of the credits from Nexamp, based on our solar energy production. Any credits that are in excess of your monthly electricity costs go to a credit bank. Typically, this happens in the summer months when our solar farms are generating more electricity. 

  This leads us to your final point regarding the loss of credits that have built up on your National Grid account. I have attached a letter written by National Grid from July of 2021, which helps clarify the rules that the ************** ************************* instituted regarding Community Solar accounts that have closed. The highlighted section states that when a subscriber like yourself (in their terms a CDG satellite account) cancels their agreement with a community solar provider (in their terms a CDG host), any remaining credits still in that satellite's bank after the final bill be removed from that customers account and added to the *** Hosts bank.  

  It is important to note that even though the excess credits listed on your National Grid account were removed upon cancellation, you did not experience a direct financial loss. This is because Nexamp hadnt charged you for those credits yet, since they were never used to offset your monthly utility charges. While the commission's tariff validates what transpired with your account, we recognize that this process can be confusing for consumers and are regularly working with the regulators in the state of NY to enhance the existing program. 

  
  To conclude, after reviewing your account, I can see a colleague of mine had worked towards refunding your final invoice with Nexamp of $123.81 prior to you leaving your feedback on Better Business Bureau. Please note that with this, your account has been fully paid, and officially cancelled. You should not receive any more Nexamp invoices, and there is no further action needed on your part.  

  
  I hope the details above help address the concerns you raised in your complaint. Im sorry that we have lost you as a customer. 

  
  

  Customer Answer

  Date: 12/07/2022

  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 cancelled in May , 90 days from *** is August . It is now December.
  I was told that the cancelation process would use up my banked credits with National Grid . You had seven months to apply these credits yet you did not and continued to bill and bill my account .
  What is the purpose of the credits if you never used them . This is not transparent or honest . 

  

  Business Response

  Date: 12/16/2022

  Dear *****,

  
  Thank you for your continued feedback.  

  
  You are correct in that you spoke with one of our representatives and requested to cancel your Nexamp subscription in May. As previously stated, you continued to receive Nexamp invoices for credits that were generated and used within the 90-day cancellation window. The last Nexamp invoice that you were responsible for paying was dated 10/3/2022. Since Nexamp bills in arrears, this invoice referenced a production period from July-August of 2022, which falls within your expected cancellation timeline. While it appears that National Grid was more delayed than anticipated in removing you from our solar project, we did not require you to pay for any further invoices in order to align with our contract.  

  
  In general, the design of the program is to reduce your utility costs as much as possible throughout the year. As you can imagine, our solar production is a lot higher in the summer than in the winter. In the summer months this means that you would likely generate credits in excess of your usage. In the winter months, where solar energy production is less, your credits would be less than your monthly usage. This over production of credits during the summer allows you to maximize your savings in the winter when our production is far lower. 

  
  With this said, since your cancellation went into effect at the end of the summer, the buildup of unused credits (that you had not yet paid for) were removed. As mentioned in the original response, this is a function of the law that the ************** ************************* instituted which Nexamp does not have control over. While I understand that community solar in ******** can be confusing at times, I firmly believe that we have acted in good faith and operated under the law. 

  
  We are committed to providing the best service possible for all of our customers, and your thoughts are appreciated. Please note that there is no further action needed with your account.  

  
  Sincerely,  
  ***********;

• Initial Complaint

  Date:11/29/2022

  Type:Order 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 signed up for solar energy with Nexamp at some point given their advertising of green energy and significant savings on electricity bills.I started receiving bills from them in September 2022, for a much higher amount than my regular bill, around 5 times higher. I'm also paying my regular electric company aside.I was never told beforehand that I would be paying so much money.I called to inquire about this, especially given that I had been working out of state and my usage was so low. I couldn't understand the explanation of "credits". Given the above I decided to cancel the service immediately in September.I called today as I am still getting bills, they said it would take 2-3 months after cancellation, that I had to keep paying for their service even after cancelling it, probably until January or February of next year, that it was their policy and they refused to let me speak to a supervisor.

  

  Business Response

  Date: 12/05/2022

  Dear *****,  

  
  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. I hope the below explanation can bring insight into how our program works, and details on next steps.  

  
  Nexamp is not supplying you with electricity. We are providing solar energy credits that offset your electricity costs with your utility, Central *********** (CMP). The design of the program in ***** is that you receive credits for what your share of our solar farm has generated. In the summer months this means that you would likely receive credits in excess of your usage. This is what you saw with the first invoices Nexamp sent, since our solar production reflects the 3-month period from May August. In the winter months, where solar energy production is less, your credits would be less than your monthly usage. You are essentially pre-paying for solar credits that you will use to offset your winter energy usage at a 15% discount. 

  
  As of November, CMP recently underwent a system update which allows our customers to see these credits under the Your Generation Details section of their bill each month. If excess credits were generated in the summer months, they would be placed into a credit bank CMP has indicated that they have provided all their customers with details on their credit bank which is then utilized in those months where your usage is greater than the energy credits generated by the solar farm. Based on the three invoices you have received from Nexamp, you should have generated $225.83 that can be used to offset your utility costs when needed. Through this program, you have saved 15%, or $33.85 on these credits.  

  
  I also want to address your comment about our cancellation policy. When you cancel with Nexamp, we process that cancellation immediately. However, in *****, when you cancel with a community solar provider like Nexamp, CMP 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 CMP bill. Nexamp would typically bill you for those credits because they offset your CMP electricity costs. With this said, as a gesture of good faith, I will have a one-time credit of $59.53 applied to your Nexamp account to pay for your open November invoice. This now means that your account has been officially cancelled with Nexamp, and your balance is up to date. You will no longer receive solar credits on your CMP bills and corresponding Nexamp invoices. There is no further action needed on your part.  
  In summary, while I know that the process for Community Solar can be confusing, the program is working as designed in *****.

  I hope the details above help address the concerns you raised in your complaint. Im sorry that we have lost you as a customer. 

  Customer Answer

  Date: 12/05/2022

  [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,
  
  *******************