Complaints
This profile includes complaints for Nexamp's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 130 total complaints in the last 3 years.
- 61 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled service on January *******. It was not until April 11, 2024 that I received email confirmation of that cancellation.. It's now May and I continue to get bills from them and have paid all of them them until recently. Now I am getting daily phone calls from their collections and they cannot tell me when the bills will end. As seniors on a fixed income we cannot afford both CMP bills and Nexamp bills. We always pay all of our bills on time --We just want our commitment to Nexamp to end. During this time we have not seen a difference in our energy bill.
Business Response
Date: 05/24/2024
Hello *******,
Thank you for reaching out and sharing your feedback about the cancelation timeline and our billing process. We apologize for any confusion and hope to clarify these points for you.
When you cancel your subscription with Nexamp, we process the request immediately. However, it may take up to 90 days for your utility to fully remove you from their system. During this time, you can still receive solar energy credits that reduce your utility bill, which is why you might still see charges from us. While our cancelation policy was outlined in the agreement you signed, explained verbally, and provided in writing upon your request to cancel, we apologize for the confusion.
Regarding our billing process, it is important to know that Nexamp bills in arrears to ensure accuracy. This means we wait for confirmation from your utility that the solar credits have been applied to your account before we invoice you. This creates a delay between when you see the credits on your utility bill and when you receive a bill from Nexamp. However, as a reminder, with our program you always receive a 15% discount on the amount you see deducted from your utility costs.
As for the next steps, your account is officially canceled with Nexamp, and you will no longer receive new solar credits or Nexamp invoices. The final step is to pay the remaining balance in your Nexamp account ($50.28) which makes up the final two invoices you received. These reference the solar credits you would have received in previous months when your cancelation was being processed. We do not charge late payment fees and are always willing to work on a payment plan suitable for both parties.
We appreciate your patience and cooperation. If you have any further questions or need additional assistance, please don't hesitate to contact our support team at ************ or *********************************
Customer Answer
Date: 05/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
Date:05/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was referred to NexAmp by National Grid. National Grid sent me a flyer with a enroll way to get a 10% of my bills. After using the NexAmp for almost a year It was clear that i was not saving that much. I called National and NexAmp to cancel the NexAmp service and I was told that the service will take 90days to stop. The call i made was in late November beginning of December ******************************* Everytime I call NexAmp say tell me to call National Grid and when I call National Grid they say that I have to call NexAmp. Now I don't know how to stop this slavery that National Grid lured me into. I REALLY NEED HELP HERE BECAUSE THIS IS JUST TAKING ADVANTAGE OF PEOPLE> I am not a slave and I don't want to be slaved by anyone.Business Response
Date: 05/21/2024
Hello *******,
Thank you for bringing this to our attention. We sincerely apologize for the confusion and the frustration this has caused. At Nexamp, we aim to provide a seamless and transparent service experience, and we are sorry if it feels that we have fallen short in this instance.
Regarding the cancelation process, please be assured that when you request to cancel your service, Nexamp processes this cancelation immediately. However, the utility company may take up to 90-days to remove you from their system, as outlined in the original agreement signed by you. This is a standard procedure and applies to most customers undergoing cancelation.
We understand how the discussions between Nexamp and National Grid have been particularly challenging. Please expect follow-up from our team shortly to discuss the specifics of your account and ensure we address your concerns directly. Thank you for your patience and for communicating your issues. We are here to support you and ensure that your experience with Nexamp ends positively.
Customer Answer
Date: 06/03/2024
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 am still receiving bills from NexAmp
Business Response
Date: 06/04/2024
Hello *******,
We apologize for any continued confusion surrounding your Nexamp account. You may have received an invoice copy via mail, which was delayed. However, as we have mentioned to you in our private correspondence, you will no longer receive new Nexamp invoices, and your account is fully canceled. Your account balance is up to date and there are no further payments or actions you need to take. We once again apologize and thank you for your understanding.
Initial Complaint
Date:05/17/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I apparently signed up for a Nextamp Solar deal in 2020. They never started until this year. No reminder other than an email that I didnt recognize and therefore didnt open. I didnt receive a paper bill until the second billing cycle. When I called them I was told that I had to opt out within 5 days of receiving the first bill. Since I never got the bill I know have to pay for 90 more days of the program to be able to cancel.Business Response
Date: 05/20/2024
Hello ******,
Thank you for your feedback. We apologize for the issues you have raised, and any inconvenience they have caused. When customers sign up, they are sometimes added to the waitlist of a farm that is under construction. As you may be familiar, community solar projects throughout the state of ***** experienced long delays in the past two years which unfortunately affected how quickly customers like yourself could benefit from our program. It is important to note that enrolling with Nexamp was free, and our team works hard to ensure our customers stay informed of our progress as soon as we are able to share it.
With that said, we sincerely apologize if there have been any lapses in communication on our part. To address your concerns thoroughly and ensure we're aligned, we will be reaching out to you directly to continue this discussion. We appreciate your patience and cooperation as we work to resolve these issues. Thank you for your time and understanding.
Customer Answer
Date: 05/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
Date:05/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I mistakenly thought the solicitation from Nexamp was associated with the company that I had already signed up with (Arcadia) so I completed the paperwork. I ended up getting billed by both companies. I tried to call and rectify the situation but they said that even though it is not advised to belong to two solar collectives that it could be done and that per the terms of the agreement that it couldn't be canceled until the next quarter. I'm an elderly person and feel that I'm being taken advantage of.Business Response
Date: 05/14/2024
Hello ******,
We appreciate your feedback and sincerely apologize for any unintended confusion. We would be happy to address your concerns with this response, and a personal follow-up.
To provide more context, you signed a contract with Nexamp in October 2023. We do not have access to your National Grid account and would not know if you were a customer with Arcadia unless this was communicated to us. When you initially joined our program, we analyzed your usage and electricity costs to estimate a share size on our solar farm that should cover close to 90% of your electricity costs for the year. Since you are also a customer of *******, any excess generation will be credited to your account with National Grid. These credits are yours to keep and do not expire, ensuring you can benefit from them long-term.
We also received your cancelation request in December 2023 and noted such on your account. An email was sent letting you know that the cancelation is not immediate, and you would be responsible for credits generated until the cancelation date. This cancelation timeline is stated in your contract and is the same for all customers in your service area. To remove your account from our project, we must send the cancelation request to National Grid in an updated customer list. Once National Grid receives the cancelation request, it can take them 1-2 months for them to remove you from our project.
While we apologize for any confusion you had with our program, we hope this information has been useful. We will also reach out to you personally to better understand your situation and come to a resolution suitable for both parties.
Initial Complaint
Date:05/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
a billing problemBusiness Response
Date: 05/09/2024
Hello ******,
Thank you for your feedback. We are sorry to hear about the difficulties you are facing and can certainly do our best to help. We will personally reach out to you so that we can learn more about the issue and find a solution that works for both parties. We are committed to providing the best service possible for all our customers and apologize if we didnt meet your expectations.?
Customer Answer
Date: 05/10/2024
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:05/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pn February 8th I received a bill from Naxamp for $647.43. THIS WAS THE FIRST COMMUNICtion I had received from this company.! On February 8th I called and spoke to someone cancelling the service. I recieved another bill on March 20, 2024 for $685.19. I again called the company and was told that the *** system was such that I would be getting bills for about 90 days. I found this troubling since I had also signed up with Arcadia for solar energy and they stopped the bills immediatelyl I received a call from the company from a gentleman who said I owed the money. I said I was not going to pay it until I had spoken with *** which I subsequently did. The geltleman hung up on me. I have subsequently recived copies of the bills that I had asked for, but I believe they were written up and never sent to me. There was no signed contract accompanying the bills. At any rate, the *** bills have been paid and if NexAmp paid them then I owe them the money if I signed a contract for their services. However, I think people should beware of this company and it's practices.I am also not willing to pay since I cancelled the serivce in early February.Business Response
Date: 05/09/2024
Hello *******,
Thank you for detailing your experience. We are sorry to hear about the difficulties you are facing and can certainly do our best to help. While we will personally reach out to you so that we can learn more about your concerns, we wanted to provide some immediate information here to assist in finding a solution that suits both parties.
Before your first invoice, our records indicate you received eight emails and additional notices via postal mail, keeping you informed about your account and our billing process. It is important to note that the customers first invoices will be sent as a paper copy and in an email. After the first invoice, all customers are enrolled in paperless billing unless requested otherwise. We apologize if there was a misunderstanding. In *****, customers can receive credits from two community solar companies simultaneously, which we understand *** not be ideal. This is why we always recommend our customers to keep us informed of any changes to their electricity habits so that we can maximize the benefits of our program.
Upon receiving your cancelation request, it was processed in our system and a confirmation email was sent outlining the cancelation timeline. As stated in the Early Termination section of your contract with Nexamp, the cancelation process *** take up to 90 days. For your reference, we have also provided a copy of your signed contract to this communication. 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 CMP account and when we bill you. This explains why you received and paid Nexamp invoices after your cancelation request date. Your account has now been removed from our project, and you will no longer receive more credits. We hope this clarifies your concerns and we are sorry that we have lost you as a customer.
Initial Complaint
Date:04/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
they somehow tapped into my electricity as a community solar project with fake enrollment dates over 3 years old...of which I have no reciept or any data to show for this.they have been sending a bill since september 2023, all unannounced, all of a sudden... with no interaction between us....somehow attached to my electircity.ZERO value in their claims.Business Response
Date: 04/22/2024
Hello *****,
Thank you for your feedback. We want to ensure we can address your concerns and provide you with further detail regarding your account.
We enrolled you in our program prior to our solar farm going live to confirm you would have a reserved spot. Community solar projects throughout ***** experienced lengthy delays in the past two years, which unfortunately affected how quickly customers like you could benefit from our program. It is important to note that enrolling with Nexamp was free, and our team worked hard to ensure our customers would stay informed on our progress as soon as we were able to share it. We have sent several emails to the address on file since signing our contract with updates regarding your farms status. Notices were also sent via email and mail informing you when the farm went live, and what to expect in terms of billing from Nexamp. While many of our customers appreciate this communication, we apologize if this was not made clear to you.
As for the contract you signed with Nexamp, it is a legitimate agreement. We, like many companies, utilize an electronic signature tool, DocuSign which is widely recognized for its security and compliance, to facilitate our digital signing processes. Rest assured, thousands of Versant customers benefit from our services through a strong partnership with Versant, aimed at providing discounts on electricity costs and supporting our communitys move towards a cleaner energy grid.
As a Nexamp community solar subscriber, you have a share of one of our solar projects which is generating clean energy directly into the grid. Your utility, Versant, will apply a reduction to the amount due on your usage costs based on the amount of solar energy your share has produced each month. These reductions that offset your usage costs are what we call solar energy credits. Your utility will still issue you a bill each month for the electricity you use, but it will be reduced by the value of the Nexamp community solar credits that were generated. Nexamp will then invoice you separately for the value of the community solar credits you have used, but at a 15% discount. The design of the program in ***** is that you receive credits for what your share of our solar farm has generated. All of this information is disclosed to you at the time of signing up, as well as stated in your agreement.
We proudly operate across multiple states, assisting tens of thousands of customers each month in reducing their electricity costs. We regret that your experience did not meet your expectations, but we are committed to working with you towards a resolution. Our team will be in contact shortly, and we appreciate your patience and time.
Customer Answer
Date: 04/22/2024
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.
1. I did not recieve any notices at all, in any way.I am at my computer all day.
2. with the attached screenshot of your own website (where I had to create an account because i did not exist), the lifetime saiving is 10 times less than what I am suposed to bepaying you. what exactly are you giving credit for?
3. The power company bill is showing credits and nothing more...not by who, where or why. This began in september 2023 without any permission.
4. Just end this nonsense, contract, or whatever it is you think you have that is allowed 3 years with no notices at all...to invade my electric bill. It chopped my LIHEAP in more than half.
5. I am a disabled veteran with extra help. Yours is not helping. I see it is in fact stated, LIHEAP reciipents should not be participating.. (it is on your own site). Why and how did you gain me without checking ANYTHING?
just end it.
Regards,
*****
Business Response
Date: 04/26/2024
Hello *****,
Thank you for providing us with more information regarding this situation.
As mentioned, our system shows that you received eight email updates from our team regarding the status of your solar project and account with **********************. We strive to keep our customers well-informed, and we regret any misunderstanding in this communication.
We recognize that during the setup period of your solar farm, your energy needs may have shifted, or you have enrolled in an energy assistance program like LIHEAP. In our communications, we always encourage our customers to contact us with any questions, especially when navigating community solar in conjunction with energy assistance programs, to fully benefit from our solar credits.
We understand your situation is unique, so we will contact you again to make sure we share final details about your account and how we will work to resolve this. Thank you once again for your cooperation and we sincerely apologize for any inconvenience caused.
Customer Answer
Date: 04/29/2024
[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:04/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I are being harassed by young salesmen coming to our door and asking us to sign up for their product. The are condescending and smug. I've asked 3 of them to take us off their contact list and not to visit us again but they came back last week and made my wife feel like she was dumb for not signing up. We have been solicited at least 5 times.Business Response
Date: 04/17/2024
Hello ****,
Thank you for reaching out to share your experience. We understand your concern about repeated efforts of door-to-door consultations in your area. While Nexamp does make some sales efforts via this method, our organization does not currently do so in your area. At Nexamp, we uphold high standards in our customer interactions and aim to ensure a seamless experience for all prospective customers.
While we regret any confusion or inconvenience caused, this would not have been an experience you had with our company. Although we believe your experience might not directly relate to our practices, we are committed to addressing your concerns. We will contact you to learn more and suggest next steps.
Thank you for bringing this matter to our attention, and we look forward to speaking with you soon to assist further.
Customer Answer
Date: 04/18/2024
[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. The salespeople coming to my house represented local solar energy and had solicited my neighbors as well. I didn't know the name of the company so I asked a neighbor and he said he thought it was NEXAMP. He was obviously mistaken. I will try to get the correct name of the company and refile my complaint. My apologies to NEXAMP.
Regards,
***********************Initial Complaint
Date:03/28/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Two years ago I received a post card on joining a solar site which they said in turn would save me 15% on my utility bill, from Nexamp Solar. I installed solar energy last May 2023, my utility bills have been the monthly minimum from Versant for eight month or just a little over.February I got my first bill from Nexamp ,it was Invo1808826 $39.08, a 300% increase in my monthly bill. then this month I get a bill for $82.99 Invo1742332 a 800% increased in my monthly bill.As I was saying, my monthly bills with ************* have been around $12-13 dollars a month for eight months, then this NexAmp get's involved and my monthly bills explored by 800%. I called to cancel, February 2024, they told me that they will be invoicing me until ***** **** is a scam, they are not saving me a *****, not a dime. They have increased my monthly bills by nearly eight times my ************* Bills from May of 2023 until now. I do not think I should have to send them another *****, I called and canceled after the first bill, I paid that one month,I am not paying another dime, yet they continue to charge me for savings they have not provided to me. I have a perfect credit history with a score 845 and this scam will destroy my rating, if I do not pay these future invoices,**** is disgusting, it needs to be stopped, Please help us!Please stop Nexamp from helping me further into debt.Sincerely *****************************Business Response
Date: 04/01/2024
Hello *******,
Thank you for reaching out and sharing your concerns with us. First and foremost, we apologize for any confusion regarding your account with **********************. We take your feedback seriously and are committed to ensuring complete transparency and understanding.
According to our records, it appears that you enrolled in our service in May of 2022. Our team strives to keep customers well-informed throughout the development process, from sign-up to completion. While delays can happen, we are committed to providing timely updates. You should have received project status notifications via email and mail, but we apologize if that was not made clear.
We recognize that given your personal panel installation your energy demands significantly changed, potentially making our program less optimal for you. We encourage customers to update us on any energy usage changes to ensure their subscription remains suitable. Without these updates, conflicts like yours can happen. We apologize for any inconvenience caused.
We understand the importance of clarity and transparency in addressing your concerns. To ensure you have all the necessary information, we will be reaching out to you directly. This will also be an opportunity for us to address any additional questions you may have. Your patience and understanding as we work towards a resolution are greatly appreciated. We are dedicated to resolving your concerns swiftly and effectively.
Initial Complaint
Date:03/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My household just received random bills from a company called Nexamp. Who claims we signed a docusign 3 years ago! But we just got our first piece of mail from them. And its 5 bills. They never even started services until 12/07/23. Never heard from them beforehand. Was never told we were signed up. Was never informed of anything. We never asked to sign up or signed up ouselves. And we don't see where Nexamp even provides any service. We justgot 5 random bills, on top of our electricity bills. FRAUD. Some solar community company that says it saves 15% on your electric bill. But the thing is, we never signed up for Nexamp. Never heard of them until we got 5 bills from them today! They say we signed up through Docusign. Which we did NOT. Then they tell us they have no email for us either. We have no clue what this is, or why or how we got signed up. Third parties should not be signing anyone up without consent. On top of it, Nexamp bills are more than our electric bills! This company is fraud. This company is deceitful and tricky. We've never heard of them. And on Nexamps paperwork it says Versant applies the Nexamp credits to your bill. ******* says they have nothing to do with them. What is going on? This company has sent us to collections but has never sent us a bill for these services until the fake bill reached $200! Now,all of a sudden we owe them this money and get sent to collections. I requested to see the signature they claim we signed, and it is NOT a signature from anyone in this household. And we know several others who are dealing with the same exact issue. This Docusign and internet fraud needs to be taken care of. Getting out of hand.Business Response
Date: 03/28/2024
Hello *******,
Thank you for your feedback. We understand your concern and want to clarify a few points for better understanding.
We enrolled you in our program prior to our solar farm going live to confirm you would have a reserved spot. Community solar projects throughout ***** experienced long delays in the past two years, which unfortunately affected how quickly customers like you could benefit from our program. It is important to note that enrolling with Nexamp was free, and our team worked hard to ensure our customers would stay informed on our progress as soon as we were able to share it. Due to the absence of an email address at the time of registration, we were unable to send electronic communications. Instead, we ensured you received all necessary information through a physical information packet mailed as our solar farm was completed, and paper invoices with an additional program inserted as well. These would have been mailed directly to your billing address.Signing up for Nexamp's service requires customers to share their utility details and sign a contract. Previously, we engaged a third-party service to distribute these agreements, a standard and lawful approach. In your case, the agreement was processed through traditional mail rather than online; it was physically signed and then returned to our sales partner in the mail. A copy of such is attached for your reference.
As for how our program works, your utility, Versant, will apply a reduction to the amount due on your usage costs based on the amount of solar energy your share has produced each month. These reductions that offset your usage costs are what we call solar energy credits. Credits are listed under the ********** Billing Credits section of your Versant bill. Nexamp invoices will match the Credits Received line item. Versant will still issue you a bill each month for the electricity you use, but it will be reduced by the value of the Nexamp community solar credits that were generated. Nexamp will then invoice you separately for the value of the community solar credits you have used but at a 15% discount. Nexamp does not generate bills until we receive confirmation from Versant that the credits have been applied to your account. Therefore, we feel confident that you have received discounted solar energy credits as displayed on our Nexamp invoices.
While we apologize for the confusion, all this information was disclosed to you at the time of signing up and stated in your agreement. As a veteran-founded company, we're deeply committed to providing our communities with clean energy and helping tens of thousands of customers save money on their electricity bills every month.
We will personally reach out to you so that we can learn more about your concerns and identify a solution that works for both parties.
Customer Answer
Date: 03/28/2024
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,*******
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