Complaints

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

close

Find a Location

Nexamp has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nexamp

  101 Summer St Fl 2 Boston, MA 02110-1287

  
• 

  Nexamp

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

• 

  Nexamp

  154 W 14th St Fl 2 New York, NY 10011-7300

• 

  Nexamp

  1776 I St NW Ste 400 Washington, DC 20006-3700

• 

  Nexamp

  101 Summer St Fl 2 Boston, MA 02110-1287

  

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:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a Nexamp customer in 2019, and began receiving credits to my National Grid Bill in 2021. Under the contract provided by Nexamp, I would be given a 10% discount to the credits applied to my bill. Over a two year period, I received credits to my National Grid account that didn't match the invoices being provided by Nexamp. In August 2022, I submitted a request to Nexamp to provide justification or balance history about what I received from Nexamp in credits vs. what I owed Nexamp in invoices, and why there were discrepancies in these numbers. Based on the contract, I should not be given credits with discounts that didn't match the invoices being received by Nexamp. Attached below is just an example of what happened, and doesn't cover the extent that I have been overcharged. I don't feel that it is my responsibility to outline what is being charged vs what is being credited and it is Nexamps responsibility to provide this justification. After reaching out in August I contacted them again concerning this; allowing them time to reply. However, they haven't provided any information to date. I then cancelled my account on September 29th and of course as others stated I have to wait 3 months. There is little to no transparency in their billing process and I would like to receive a justification and a resulting billing adjustment if necessary.

  

  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 long-term customers like yourself seriously. 

  
  Let me start by addressing the main concern you shared, regarding the matching of credits between your utility and Nexamp. At Nexamp, we believe it is important to 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.  

  
  In the winter months, when our solar farms are generating less electricity, customers typically begin using the credits from their credit bank to offset their electricity costs. When that happens, Nexamp then bills you for those credits because now you have used them. Regardless of when we bill you for the credits, you always receive a 10% discount. 

  
  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.  

  
  The explanation above provides a general description of the process, but we know you want to know about your specific account. We will reach out directly via email so we can provide more detailed instructions for how to do so. We always want to ensure that you have correctly paid for credits that match what was reduced towards your utility costs. 

  
   We hope this explanation resolves your immediate concerns. 

  Customer Answer

  Date: 12/05/2022

  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. 

  [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:11/11/2022

  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.

  Supplier: Nexamp French Road Solar, Invoice: INV00741351, Period: 04.05-05.01.2022, Unapplied Credit: $12.65, Out of Pocket Payment: $10.12 Supplier: Nexamp French Road Solar, Invoice: INV00795059, Period: 05.01-06.01.2022, Unapplied Credit: $54.52, Out of Pocket Payment: $43.62 Total Unapplied Credit: $67.17 Hello, I made payments out of pocket to Nexamp as shown above and the above credits totaling $67.17 were to be applied to our ComEd account #**********. The credits were never applied. Neither Nexamp nor ComEd wants to address this. They are both pointing fingers at each other and I am getting the runaround. The Nexamp rep says the credits were sent to ComEd but is not willing to provide me with documentation that shows they did so. The ComEd rep says credits were never received by Com *** Would you please help? We also have an alternative supplier, Energy Harbor, but they seem uninvolved in billing. Thanks for your help!*****

  

  Business Response

  Date: 11/18/2022

  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 have reviewed your account with us. We believe the primary cause of the questions you have on your account are due to the way alternative electricity suppliers and your utility Commonwealth ****** handle community solar credits. We know that it is confusing. Nexamp has been concerned about this issue for some time and was instrumental in petitioning the IL legislature to make adjustments to the program to increase transparency for our customers. The good news is that Commonwealth ****** now needs to supply this information to us.
  
  Regarding your complaint, the two Nexamp invoices that you have referenced in your complaint are from June and July of this past Summer. During this time, your utility, Commonwealth ******, was in the process of updating their system so that they could comply with a recent addition to ******** legislation that required them to share with Nexamp the supply rate of our customers who had an alternative electricity supplier. As noted above, we acknowledge that prior to these changes it would have been difficult to match the solar generation that was listed on your utility bills with the credit value that was listed on the Nexamp invoices. We apologize for the inconvenience. The good news is that the change has gone into effect so that we can now receive accurate information for our customers who have opted into an alternative electricity supplier, and you should no longer be experiencing difficulties with such.
  
  As a show of good faith, we will have a one-time credit be applied to your Nexamp account for the amount that was due on your June and July invoices (a total of $53.74) given that you were not able to match up the solar credits exactly. Since you have already paid these invoices, the credit will be put towards paying your future Nexamp charges as needed.
  
  We hope this explanation resolves your complaint, and we look forward to providing you with a positive experience and continued savings moving forward.Tell us why here...

• Initial Complaint

  Date:11/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Nexamp's solar farm service early this year. Approximately four months ago, I started reaching out to them that I wanted to cancel the service. I emailed them multiple times and called them as well to tell them to close my account and stop billing me. Every single attempt to contact them has been ignored and they keep billing me. I do not want this service!

  

  Business Response

  Date: 11/11/2022

  My name is *************************, and I am responsible for the customer experience team at **********************. I received your complaint yesterday and I wanted to reach out to you personally via the BBB, along with the email I just sent to your personal account. First, let me start by apologizing for your experience. Your recent experience does not live up to the expectations we set for ourselves at Nexamp. We pride ourselves on delivering an exceptional customer experience and we take feedback from our customers seriously. We clearly missed the **** with your experience, and I want to take a moment to respond to your concerns.
  
  You stated in your complaint that you began reaching out to our organization four months ago to cancel your service. We maintain all customer phone calls and emails in our system. After reviewing our systems, the first contact we have documented from you came in on October 31st of this year. I apologize if you had contacted us prior to that date. Would you be able to share a copy of one of those emails? I am concerned that there may be a systems error on our part that prevented us from seeing your correspondence. Any assistance you can provide would be greatly appreciated.
  
  Regarding your account, I have gone ahead and processed your cancellation, effective today. As a show of good faith, I am also waiving your bills with Nexamp. You do not need to pay for the solar energy credits that you have been billed for the value of those credits is yours, free of charge. Cancellations with the utility typically take between ***** days so you may see some additional credits from Nexamp on your utility bills. Rest assured that we will not be billing you for those credits either.
  
  I hope this resolves your concerns.
  
  Again, I would greatly appreciate it if you could share an example of an email you sent to us prior to October 31st. Nexamp takes great pride in its customer experience, and we want to ensure that we address any gaps we have in our systems.
  
  If you have any other comments or concerns, please feel free to reach out to me directly. I provided my personal contact information to you in the email I sent.

  Customer Answer

  Date: 11/12/2022

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

• Initial Complaint

  Date:11/09/2022

  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.

  Nexamp is charging 4x the amount my normal electric bill would be, I cancel it two months ago, and since then, they have continued to charge me month to month. I call and ask for a detailed explanation of usage, but they cannot provide it. I asked why they were still charging me when I cancelled months ago, and they said they can only send out cancellation requests every six months AND then it takes several months to process. I asked when the last cancellation list went out, and they said January, which is not within the last six months. I suspect that I being charged more than I should be, I want details on solar usage from all other customers, I want to know why I am being charged so much and why when I canceled, I have to wait months until they stop charging. Also would like to know exactly when that will be.

  

  Business Response

  Date: 11/11/2022

  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.
  
  After reviewing your account, we want to address your two main complaints. First, your claim that we are charging you 4x the normal electricity usage. Nexamp is not your energy provider. You continue to receive your electricity through Unitil, 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 ****% discount, so a $100 in credits only costs you $87.50. The design of the program in ************* is that you receive credits for what the farm has generated. In the summer months this means that you would receive credits in excess of your usage. This may feel like you are paying more for your electricity. In reality, you are paying for solar energy credits at a discount that you will use throughout the winter when our solar farms do not produce as much energy. Over the course of a year, we try to match your community solar subscription size to offset ****% of your electricity costs.
  
  Second, your complaint regarding our cancellation policy. The way the program has been structured by legislation in *************, utilities only need to accept changes every six months. This is included in our contract with all ************* customers, which you signed on 3/11/21. The contract term states that the agreement may be cancelled upon six (6) months prior written notice. When you contacted us on September 12, 2022 and cancelled your account, we processed it within our systems immediately. We then sent you a cancellation email that same day that stated, In *************, we are only able to submit customer lists twice a year. So we will submit this adjustment to Unitil in November. It takes the utility 2-3 billing cycles to stop applying credits after this adjustment is sent to them. Until Unitil is able to make this update in their system, we will continue to bill you for any solar credits you receive at the discounted rate, so you will need to pay any Nexamp invoices through December.
  
  When you contacted our company again on November 9, 2022 one of our new team members erroneously told you that the cancellation would be sent out in January. This was said in error, and we apologize for the confusion and frustration this must have caused.
  
  On that same call, our team member offered to match up the solar credits you are receiving to show how the program works. Our team member requested copies of your utility bills, which will allow us to highlight the savings that they have received. If that is still of interest to you, please reach out to us directly.
  
  Thank you, 

  Nexamp

• Initial Complaint

  Date:11/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Nexamp Community Solar due to their promise of saving 15% on my electric bill by participating in a local solar farm project. It took many months before this was up and running, which was not a problem. Once it was, there was no notification or billing until several months had passed. When I received this initial bill it was clear that I was paying double for electricity. I spoke with a customer service rep ***** several weeks after having sent an email and left a voicemail message. She assured me that my request would be processed and there was nothing further I needed to do. I continued to receive and pay bills from Nexamp for several months and then reached out again to determine when my cancellation would take effect. I received a response several weeks later from ************************* confirming that I had requested cancellation in May and that it should have taken effect, and if I received further bills in October, to reach out to customer service. ****** said than done. I did so on 10/8 and have yet to receive a response. Now it is November and I continue to get exorbitant bills from Nexamp and the only response I get to emails is an auto reply that some one will get back to me as soon as possible. Apparently as soon as possible is at least greater than 3 weeks. This is unacceptable.

  

  Business Response

  Date: 11/09/2022

  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 have been advocating to the ***** legislature to pass a bill that would allow for greater transparency in community solar programs. If that bill were to pass, many of the concerns you raised in your complaint would be addressed.
  
  We have reviewed your account. In your complaint you state that Nexamp did not communicate when the solar farm was up and running. According to our records we provided an Off the Waitlist email (on 4/5/22) letting you know that you had a spot on the farm and to keep an eye out for project updates. On 5/5/22 we sent a Your Credits are on the Way! email letting you know that your project (****) was live, and you should expect your first Nexamp invoice in a few months. On 6/23/22 you received the first email for **** customers which explained how the program works and how to read your first bill.
  
  On July 5th you contacted Nexamp and decided to cancel your account with us. At that time, we sent out a cancellation email which stated, Once your utility receives the cancellation request, it may take up to 90 days to fully implement your cancellation.  Until Versant is able to make this update in their system, we will continue to bill you for any solar credits you receive at the discounted rate, so you will need to pay any Nexamp invoices with production periods through October. When you cancel with Nexamp, we process that cancellation immediately. However, in *****, when you cancel with a community solar provider like Nexamp, Versant 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 Versant bill. Nexamp will bill you for those credits because they offset your ******************* costs.
  
  As you noted in your complaint, you contacted us on October 8th and received a response from one of our team members. Unfortunately, due to an error on their part, you were provided incorrect information. You were advised that your cancellation was received in May, which was incorrect. Furthermore, when you contacted us two times on that email, you received no response from Nexamp. Both of these instances are unacceptable, and we apologize for the error and the inconvenience it has caused. According to our records, you recently received a response from us confirming your cancellation has been completely processed by the utility.
  
  You will not receive any additional solar energy credits from Nexamp and will not receive any additional bills. Again, we apologize for the inconvenience our errors caused.
  
  In closing, we want to address the comment about exorbitant bills from Nexamp. The design of the program in ***** is that you receive credits for what the farm has generated. In the summer months this means that you would receive 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. The credits that are generated in the summer months go into a credit bank Versant provides all 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. Nexamp never bills a customer until we receive confirmation from Versant that credits have been placed on their account. Every credit that was placed on your Versant account was provided to you at a 15% discount, so lowering your ******************* bill by $100 only costs you $85.

  Customer Answer

  Date: 11/09/2022

  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. 

  [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:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nexamp is a electricity supplier. I canceled my electricity since I sold my house. The policy of NEXAMP informed me they will keep charging me for solar credits atleast 90 days after I cancelled. I cancelled on 26 August 2022. I have been billed in excess of $280. I tried to resolve this complaint at ******************************** To no avail. Furthermore when I initially canceled and spoke to a customer service representative back in August I was informed I would receive a refund.

  

  Business Response

  Date: 11/09/2022

  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 have reviewed your account with us. You contacted us on August 15th to cancel your account. We processed the cancellation that day within our systems and advised you, both over the phone and via email, that the next step was for us to contact your electricity supplier, NYSEG. This policy was clearly documented on the original contract you signed with Nexamp. In email we stated, Once they [NYSEG] receive the request, it may take up to 90 days to fully implement your cancellation. Until NYSEG is able to make this update in their system, we will continue to bill you for any solar credits you receive at the discounted rate, so you will need to pay any Nexamp invoices with production periods through November. You did not respond to this email, but it was sent to you on the day of your requested cancellation, August 15th.
  
  The 90-day cancellation window is a function of the regulations in the *****************. Your utility, NYSEG, has up to 90 days to remove you from the community solar program.
  
  You contacted us on November 3rd, and we confirmed with you that your cancellation had been processed and you were still in the 90-day window. Nexamp bills in arrears. All of the invoices you received from Nexamp were for solar energy credits produced and placed on your NYSEG bill prior to your August 15th cancellation. Your final bill from Nexamp included credits that were generated through August 9th. We have confirmed with NYSEG that your cancellation was accepted you will no longer receive bills from Nexamp, and you have paid your outstanding balances in full.
  
  Nexamp records customer phone calls for quality assurance purposes. After listening to the calls you made to Nexamp, we can find no record of any team member advising you that you would receive a refund.
  
  We hope this explanation resolves your complaint.

  Nexamp

  Customer Answer

  Date: 11/15/2022

  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. 

  [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.
  
  I expect a refund for for the months that NEXAMP continued to bill me. They should be sued in a class action litigation lawsuit for this practice.
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 12/05/2022

  Dear ****,

  
  In response to your feedback, we sent an email to you on 11/29/2022. In it we provided further details regarding our cancellation policy and an explanation that the Nexamp invoices mentioned were for solar credits applied to your account prior to your cancellation date. We also sent a follow-up email on 12/1/2022 since we have not heard back from you.

  
  We hope that the explanation is able to resolve your concerns to your satisfaction.  

• Initial Complaint

  Date:10/21/2022

  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 switched electricity carriers from Central *********** to Nexamp beginning in May 2022. I was told my bills would go down 15%. Instead the first two bills from Nexamp went up well over 100% over comparable Central *********** bills from the same time of the year in 2021. I've dropped Nexamp and will go back to Central ***********. Nexamp says I will need to stay with them for 90 more days and pay these much higher rates. Nexamp should be charged with false advertising, bait and switch, but I guess the ************ below are for BBB information. Hopefully, BBB can investigate them or at least downgrade them.

  

  Business Response

  Date: 11/03/2022

  Hello *******,
  Apologies for your experience so far with Nexamp. I want to ensure that the program was explained to you correctly when you signed up. The Nexamp bills are credits you buy at a discount for your Community Solar projects. Those credits are then taken off your utility bill. For example, if you buy $100 worth of credits for the power generated from the farm, you only pay us $85 for those credits as it's a 15% discount. Those are then applied to your bill, where you would still have a leftover balance.

  
  Community solar subscribers receive two monthly bills. The utility will issue you a bill each month for their energy minus the value of the Nexamp community solar credits. Nexamp will then invoice you separately for the value of the community solar credits at your allotted discount. You will not be double charged by the utility and Nexamp for your electricity generation or the credits you receive.

  
  We are not a 3rd party utility company and cannot increase your utility bill. Lastly, we know that CMP and Versant customers have seen significant increases in their utility bill over the past year. We want to make sure that you can continue to save but we understand if the two billing system is not ideal for you. We are currently working on a Single Bill solution that has rolled out in Versant where you would see your CMP charges on your Nexamp bill, minus the 15% discount, and you would pay your utility bill through Nexamp, and we would pay them on your behalf, making the savings a lot more simplified. 

  
  The 90 days is only because CMP has to process the cancellation on their side to know that you will not receive credits anymore. The general time window is 90 days, but in some cases, they are able to take you off our allocation sooner. 

  
  Again, I personally apologize for any trouble this has caused you. 
  Nexamp

• Initial Complaint

  Date:10/17/2022

  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.

  Invoice dated 09/21/2022 Cancel this and put me back on Electricity ***** ASAP.I received a bill from these people out of the blue for $70.46. I am a disabled and deaf elderly woman 72 years old and only on Social Security fixed income. I only pay through CMP as I get ELP through York **************** Action Program as I have a very low income. You need to cancel this account, Invoice # INV00882869 and put me back on Electricity *****. They do not answer emails.

  

  Business Response

  Date: 10/18/2022

  Hello, thank you for the feedback. We take your concerns seriously and want to provide you with a detailed response. On September 28, 2020 you signed a contract with Nexamp to receive 15% off the purchase of solar energy credits from one of our projects in *****. This discount will reduce the amount of money you pay for electricity, which we believe is a valuable benefit for individuals on a fixed income.
  
  You are still receiving your electricity from Central ************ 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 a $100 in credits only costs you $85. This savings can be very beneficial to those with a lower income, and Nexamp prides itself on supporting those that would most benefit from community solar. You can utilize both community solar and ELP, which you get through ************** Action Program, to maximize the value of both programs.
  
  You contacted Nexamp on October 12th with the support of ************** Action Program. At that time, we provided you with a copy of your signed contract. You did not request to cancel your service at that time, but we will consider this complaint a request for cancellation. As a show of good faith, we will waive the bill you received from us. It typically takes several cycles for CMP to remove you from the community solar program so you will likely see additional credits on your bill. These will be yours, free of charge.
  
  With this cancellation you will no longer be eligible to receive your 15% discount, but should you ever wish to re-sign up with Nexamp we will gladly place you on our waiting list.

  Thank you,

  Nexamp

  Customer Answer

  Date: 10/24/2022

  [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. 
  
  As I am had of hearing, ****** of York ***************************** relayed my complaint on the phone on !0/14/2022.  This was after several emails saying that I canceled you but you never answered on ********************** May I add your **************** is very poor!

  Thank you.

   

  Regards,

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

• Initial Complaint

  Date:10/13/2022

  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've been a nexamp customer for years. Always had autopay on, directly from my bank account... not something I monitored because it always just came out and it was always around the same amoutn. Today I received a nearly $800 bill (779 to be exact) & when I called, was told it was for overdue bills since LAST OCTOBER. I don't understand why this is the first time I am hearing about this. No emails, no letters, nothing to indicate that they removed my auto pay and nothing to indicate that I had overdue bills. I have never paid a bill late, until today, and the fact that Nexamp didn't reach out to let me know there was an issue with payment, until A YEAR later, is unacceptable. I also feel it is a poor business practice to remove someone's autopay without consent. And the icing on the cake is I'm told I will have three more invoices because "it won't cancel right away..." that makes no sense. Remove my allocation and remove me as a customer immediately. I expect a letter from Nexamp indicating that this has not affected my credit and if it has, they need to take immediate corrective actions.

  

  Business Response

  Date: 10/18/2022

  Dear ******,
  
  I am writing to you with information regarding a BBB complaint you submitted to us.  
  
  I first want to thank you for being a loyal Nexamp customer and want to apologize on how you were notified about your balance.
  
  While transitioning to a new payment processing application in late 2021, customers were notified to reenter their ACH payment information to avoid autopay interruption from happening. These communications were sent to customers on 10/20/21, which invited customers to update their payment method by logging into the Nexamp portal.   
  
  For customers that did not update their ACH information, Autopay was disabled to allow the transition to be finalized. Nevertheless, if there was an invoice that did go unpaid due to this, there should have been a better method of communication, and we take ownership of this not happening.
  
  We would hate to lose you as a customer and are ready to work with you in hopes that you would reconsider given this unique situation.
  
  If you like to speak to a manager directly, please provide the best ************* and we can arrange that call.
  
  We once again apologize for the inconvenience this may have caused.
  
  Sincerely,
  Nexamp

  Customer Answer

  Date: 10/21/2022

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

• Initial Complaint

  Date:08/25/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am uploading a string of emails that I sent and received from Nexamp. They should give you insight to how Nexamp is operating with business practices that are unacceptable.

  

  Business Response

  Date: 08/30/2022

  Hello,

  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 take feedback from our customers seriously. 

  From what I can see, you requested cancelation has been processed on 6/30/2022. For all of the production periods that you were invoiced for, you did receive that discount on your National Grid bill. I apologize again for the experience you had, and we are doing all that we can on our side to improve this experience for all customers, as we know it's not ideal. Community Solar is still a relatively new product, and we know we can continue to improve the experience for all customers. 

  At Nexamp, we work directly with the Utilities to give our customers a discount. When we process the cancellation on our side, we notify the Utility that you would like to be removed from the Community Solar program. This can take anywhere from thirty days to four months, but you are 100% canceled on our end.
  
  Happy to answer any questions, or if you have other feedback, we are always happy to listen.
  ***