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:11/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was unaware that I had sign up for this solar service back in 2021! Then started receiving invoices in October 2023? in the mean time I had signed up for another solar provider and have been receiving service from them continually for the last 18 months. I called to question the next amp billing and cancel the service, they said it will take 90 days to cancel mean while I am responsible for the provided solar during those 90 days!? why is that my fault or my responsibility that it takes the company 90 to cancel? I Never received a notice this service was starting and don't feel responsible fro any of the charges. I am already paying for solar service from somewhere else, do a get double the credit from CMP?
Business Response
Date: 11/02/2023
Hi *****,
Thank you for sharing details about your experience. While we are sorry to hear about any confusion you may have had, we are committed to assisting you through your concerns as best we can.
For your reference, we have attached the contract that you signed when joining our program in February of 2021 which also was followed by an email confirmation alerting you of your successful signup. We enrolled you in our program prior to our solar farm going live in order to confirm that you would have a reserved spot. As you may be familiar, community solar projects throughout the ************** experienced long delays in the past two years which unfortunately affected how quickly customers like yourself could benefit from our program. Due to these long wait times, we then reassigned you to an active solar farm of ours to allow you to receive credits and savings as quickly as possible.
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. Our records show that you received 4 email updates about our ongoing efforts to get your solar farm up and running, and an additional email in June of this year which alerted you of our ability to get you on an active farm of ours. You also were sent a notice via physical mail in October of this year along with your first invoice so you could stay informed about our crediting and invoicing process. While we have received feedback that our updates via email and physical mail have been useful, we appreciate your thoughts and will continue to improve our customer experience.As for your situation, the design of our program is to help reduce utility costs for people who cannot use solar panels or have other community solar providers themselves. At the time of when you enrolled with Nexamp, we were expecting to cover a significant portion of your electricity costs throughout the year. However, since our team was not notified that you had since joined an alternative community solar provider, your share size on our farm was estimated based on your original information. This is why we strongly advise customers to always let us know if they have electricity usage changes or decide to join a different provider.
Given that you can offset most of your usage costs with your other community solar provider, the savings are not as easily recognized, and we understand why you would no longer wish to be enrolled. We will personally reach out to you so that we can learn more about your concerns and ensure that we 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.?
Initial Complaint
Date:10/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Though I have paid $331.66 they say I have saved $66.53 with them. I have never seen a reduction in my RG&E bill. Iwant to cancel but they say it can take 6 months to cancel and I still have to pay them each month my usage.Business Response
Date: 10/12/2023
Hi ******,
Thank you for sharing your thoughts. While we are sorry to hear you arent satisfied with your experience, we are certainly willing to work with you to make sure your concerns are addressed.
To see the reductions that Nexamp has been applying to your utility bills, you need to refer to the Miscellaneous Charges section with RG&E which is typically towards the bottom of your bill. Within this section, there should be a negative dollar value listed as a CDG Value Stack Credit. This reduction reflects the amount of electricity your share of our solar farm has produced during the past month. These are what we refer to as your solar energy credits, which go towards reducing your utility costs as much as possible.
Since the number of solar credits you receive is related to our solar energy production, the reductions will vary based on the season. In the summer months this means that you would likely receive credits in excess of your usage. In the winter months, when solar energy production is less, your credits would be less than your monthly usage. The excess credits that are generated in the summer months will remain on your RG&E account and will be used during those months where your usage is greater than the energy credits generated by the solar farm.
To help you better understand the number of credits you have received (and paid Nexamp for) so far, we have attached a summary table. This shows the amount we reduced your utility costs by, the amount that was owed to Nexamp, and therefore your savings on a monthly basis. As a reminder, Nexamp always discounts the credits you receive by 10%, so for example, $100 in credits only costs you $90. We do not generate bills until we receive confirmation from your utility (RG&E) 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.
As for your cancelation with Nexamp, we process that request immediately. However, in ******** when you cancel with a community solar provider like Nexamp, we also have to rely on your utility to remove your account from our ********************** farm. This typically takes 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 with in September mentioned that the process can take up to 90 days. While we will work to get your account canceled as soon as possible, we will continue to pass along credits and savings to you until it is finalized. 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 utility account and when we bill you. This explains why you have received Nexamp invoices after your cancelation request date.
We hope that the information provided allows you to move forward with your account. However, if you have any additional questions, you can reach our support team at ************ or ********************************* We are available Monday-Friday from 8:30 AM 6:00 PM EST.
Thank you for your time as a Nexamp Community Solar Subscriber.
Customer Answer
Date: 10/12/2023
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. The bill shows a minus amount but it never actually subtracts any amount of credit from became from my bill. Cancel my subscription asap!
[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,***********************************
Business Response
Date: 10/18/2023
Hi ******,
Thank you for continuing the conversation about your account.
As we previously mentioned, Nexamp receives data from your utility monthly which indicates that the solar credits have been applied to your account. If you feel that you are not seeing the reductions as intended, we will want to know so we can contact our utility partners on your behalf. We will have a representative from our team reach out and ask to see copies of your utility bills where you have seen this issue occur. This is not something we have access to without your assistance and it can help us ensure you see the savings you have generated through our program.
You will see our correspondence in the very near future and in the meantime, we will continue the process to remove your utility account from our program as quickly as possible. Thank you for your cooperation as we work towards a resolution.
Initial Complaint
Date:10/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for nexamp community solar several years ago and was told my account would be active within a few months. They estimated my electrical use at that time and have never reevaluated my use in the years that it's taken for the service to come online. Since the cost of power has quadrupled I have cut my electrical use significantly in the years that it's taken for the solar service to become active. They constantly sent me emails in that time that it would activate in a few months so I came to disregard them. It fi ally went active in June so I contacted them to ensure that their projections for my electrical use were current. They weren't and it takes three months to change them. I finally received my June bill in October and at my current electrical usage it would take me 17 months to use the amount of solar credits accumulated in one month and they expire after 12 months. I can't afford to pay for power that I am not using and I have at least 2 more months of service at these rates! I'm being buried in bills that I cannot afford.Business Response
Date: 10/12/2023
Hi ********,
Thank you for reaching out about your Nexamp account, and we are sorry to hear you were not completely satisfied with your experience.
When you first signed up with Nexamp, we did so prior to our solar farm going live in order to confirm that you would have a reserved spot. During that time, we analyzed your electricity usage and costs to estimate a share size that would cover about 90% of your costs throughout the year.
As you may be familiar, community solar projects throughout the ************** experienced long delays in the past two years which unfortunately affected how quickly customers like yourself could benefit from our program. As you mentioned, during that time the amount of electricity used on your accounts has changed, which means that it would be a good idea to conduct a reanalysis. Unfortunately, by the time you had reached out to our team, the solar farm had already started to produce electricity. This means that you were already submitted to the utility with your original share sizes, which no longer matched your needs.
Although our team has since completed a review to drastically reduce your share sizes for future months, we will personally reach back out to you so that we can learn more about your concerns and ensure that we find a solution that works for both parties moving forward. We apologize for the inconvenience you have experienced and look forward to finding a resolution.
Thank you for your time as a Nexamp Community Solar Subscriber.
Customer Answer
Date: 10/13/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am extremely disappointed that a company that operates on estimated annual usage has no compulsory process for ensuring customers actual consuomption and banked solar credits are on pace to meet annual demand. This could be done with a red flag alert through an algorithm or annual auditing.
I was notified repeatedly throughout the waiting process that my solar share would become active in a few months time. Again and again it was a false alarm. So I was extremely surprised when my solar share actually went live. I immediately notified nexamp that my usage had diminished over the past several years due to the high cost of supply. I was notified that changes to my share would take three months. So in three months time (during which time I received no bill or indication of just how much I would have to spend on solar credits) I have accumulated 17+ months of solar credits at my current /average rate of usage. When I notified nexamp of the need to reassess, my share should have been changed to nil based solely on the amount of credits I would accumulate in the three months until changes to my share became active.
I switched to solar to reduce my utility ********************* and now once again I have been delivered crippling bills that will entirely decimate my households quality of life. Already we are dependent on the food bank and charity because of the high cost of electricity, heat, food, insurance, and taxes.
I should not soley bear the burden of such aggregiously improperly estimated electrical use and no simply, quick, compulsory way to keep banked credits accurate. I could put up ********** ads and tell everyone I know why I have so credits to explain why I need to sell them, how the switch to a solar farm has been such a terrible process, delays that prevented savings when I needed them, leading to accrued bills. Massively inaccurate annual usage estimates that lead to crippling bills, which could easily be avoided with any policies at all on behalf of nexamp. Certainly it would be easier for nexamp to sell my credits than itnwoul be for me to go through the process.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Business Response
Date: 10/18/2023
Hi ********,
Thank you for continuing the conversation.
We recognize your frustrations and will use this experience as a reason to improve our services for the future. Currently, we rely on our customers to provide us with ample notice if they have electricity usage changes so that they can receive an appropriate number of solar credits throughout the year to meet their needs. Whether it be to adjust a customers share size or process a cancelation, the process is not immediate because we have to rely on your utility, CMP, to update your account in their system too. In the ************** this process may take up to 90 days.
The intent of our program is to help consumers save on their electricity costs throughout the year, and we are sorry to hear it has not worked as intended for you. As mentioned, we will continue to follow up with you personally so that we can tailor a solution that fits your specific needs. We sincerely apologize for the difficulties you have faced and are deeply committed to helping you through this. You will hear from our team in the very near future so that this can be resolved moving forward.
Initial Complaint
Date:09/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
NEXAMP DID NOT INFORM ME THAT I WOULD NOT CONTINUE TO GET SOLAR CREDITS FROM MY SOLAR PANELS ON MY HOUSE. I HAVE BEEN TRYING TO CANCEL MY SERVICE FROM THEM FOR OVER THREE MONTHS NOW, BUT THEY REFUSE TO GET ME BACK TO NATIONAL GRID WHERE I CAN GET MY SOLAR CREDITS (THEY ARE BEING BANKED THERE BUT I CAN NOT ACCESS THEM).NEXAMP APPEARS TO HAVE NO CUSTOMER SERVICE.Business Response
Date: 09/13/2023
Hi ******, Thank you for your feedback. Let us first start by apologizing that you have had a poor experience with our organization. We understand that you have canceled your account with us, but we want to address the specifics of your complaint in the hopes that these answers provide you with the details you need to fully resolve your questions and concerns. As you have stated, it sounds like you are receiving an excess number of solar credits on your National Grid account. The design of our program is to help reduce utility costs for people who cannot use solar panels themselves. In the state of Massachusetts, the regulations allow for community solar subscribers to have personal rooftop solar panels and still be enrolled in community solar if desired. At the time of when you enrolled with Nexamp, we were expecting to cover a significant portion of your electricity costs throughout the year. However, since you now can offset most of your usage costs with your own panels, the savings are not as easily recognized, and we understand why you would no longer wish to be enrolled. Please also note that your utility does not notify us of your addition of personal solar panels. Therefore, we always recommend that our customers let us know of changes in electricity usage so we can make sure the program works for their needs. As for the timeline to adjust customers’ accounts, we are limited to 4 submissions to the utility a year per the program’s regulations. These are submitted each quarter so that there is a consistent schedule to make changes for our thousands of customers. Once the list is submitted, it can take up to three months for the utility to remove the customer from the project. Whether it be to adjust subscription sizes on our farm or process cancelation requests, the process is not immediate, and it is referenced in the contract you signed with Nexamp. We have tried to explain these circumstances both via email and phone numerous times and are always here to support as needed. Additionally, 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 explains why you received and paid Nexamp invoices after your cancelation request date. Each invoice you have seen after your removal request is for credits generated during the expected cancelation timeline. We acknowledge that you might receive additional solar credits from Nexamp on your utility bills as the cancelation becomes finalized. However, the invoice you most recently received from Nexamp on 9/7 is your final bill, and once that is paid there is no further action needed. Once you are removed from our farm you can begin to use the solar credits you have been generating for yourself. These credits you have banked are yours to keep and use so long as yourutility account stays active. In summary, while we know that the process for cancelation can be confusing, we hope the details above and the exceptions we are making can help address the concerns you raised in your complaint. We’re sorry that we have lost you as a customer.Initial Complaint
Date:08/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I requested that my service with Nexamp be discontinued on 05/03/2023. I decided to do this because there was no regularity to the timing of the bills, they were always much bigger than I expected, it was impossible to understand how the bill amount was derived, and I was being billed for services 7 months or more after the fact. I signed up because I thought it was a good thing to do for the environment and a way to save some money. But I believe I ended up paying a lot more for electrical service than I was before I signed up. Since I requested to cancel on 05/03/2023 I have been billed $619.35 and I have not yet received any confirmation that I won't be billed more. My current invoice dated 7/27/23 includes services from February 2023 and totals $252.89.Business Response
Date: 08/16/2023
Hi *******,
Thank you for detailing your experience, and we are very sorry to hear that we did not meet your expectations.
As we have mentioned in previous conversations with you, Nexamp relies on National Grid to send us accurate and timely data in order to send invoices to our customers for the solar credits they receive through our program. Unfortunately, over the course of several months National Grid was not able to provide us with sufficient data in order to conduct business as normal. This resulted in delays followed by invoices reflecting multiple months of credits once the data became available to us.
While this is a rare occurrence, we understand the frustrations you feel, and it isnt the customer experience that we strive to provide. To try and educate our customers, we provided details about these unique invoices twice in April, and once in June. We have also had a senior member from our team reach out via phone and email to try and resolve your issue, but we have not received a response. Additionally, since we understand the invoices are larger than normal, Nexamp is certainly willing to work with you to align on a payment plan that works for both parties, and we do not charge late fees or interest.
Regarding your cancelation with Nexamp, we processed your request in May. However, when you cancel with a community solar provider like Nexamp, we also have to rely on National Grid to stop applying solar credits to your utility bills. This entire process can take up to 90 days and that is why the contract you signed with us, and the cancelation email we provided you with in May mentioned the process is not immediate.
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 National Grid account and when we bill you. This explains why you received and paid Nexamp invoices after your cancelation request date. To this point, given our billing delays, the most recent invoice you received in July covers production periods through the end of May. This would cover credits you had generated (and applied to your utility costs) up until the point of when your cancelation request was made. The invoice you received in July is the final payment due to Nexamp, and there will be no further action needed on your account once that is complete. While we understand your experience has been frustrating, our team is committed to resolving your needs.
We thank you for your time as a Nexamp community solar subscriber.
Initial Complaint
Date:08/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Charges are too high for the service we're receiving.Business Response
Date: 08/16/2023
Hi *****,
Thank you for providing your feedback. We appreciate you explaining your circumstances, and hope that the details below can resolve your needs.
It is important to note that the design of the program in ************* is that you receive credit for what your portion of our solar farm has generated. These credits are used to offset your electricity costs as much as possible throughout the year. To do so, typically in the summer months you would receive credits in excess of your usage. The excess credits that are generated in the summer months will remain on your Unitil account and will be used during those months where your usage is greater than the energy credits generated by the solar farm. On a monthly basis Nexamp will bill you for these credits but at a ****% discount. This means that so far to date, you have received over $2,300 in solar credits that have gone towards paying your utility costs. This in turn means that you have saved roughly $300 on these credits.
Generally speaking, the amount you are billed by Nexamp is based on the number of solar credits produced in a month, and the value at which Unitil places on that electricity. As you have likely been aware, there have been significant changes to utility rates in ************* over the past year. In late 2022, ************* utility companies implemented rate increases, which in turn, increased the value of our solar credits. This means that you received more credit than you are used to in the summer and that your Nexamp invoices would be higher. The good news is that this spring and summer, utility rates have gone down; however, because Nexamp invoices are billed in arrears, this impact has not yet been felt.
While we cannot control the rates set by the utility companies, we have heard your concerns regarding high invoices, and we want to do everything we can to support our subscribers. To do so, we offer flexible payment plans and can adjust your share size to decrease the amount of new solar credits coming in. We apologize for any inconveniences you have experienced during your time, and our team is dedicated to helping you with anything else that is needed moving forward. Please also note that you will not receive any more Nexamp invoices. The invoice you received in August is the final invoice you will be responsible for paying and there will be no further action needed on your account once that is complete. This is an exception we are making, and hope that it can resolve your previous concerns about the situation.
We thank you for your time as a Nexamp community solar subscriber.
Initial Complaint
Date:08/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In an attempt to make a small contribution to the generation of solar energy, I subscribed to become a member of one of the 'farms' operated by NexAmp in *************. There was a long waiting period of over a year for the project to which I was assigned to begin generating electricity. I finally received my first invoice from NexAmp on April 5th, 2023 and was SHOCKED by the dollar amount. The following invoices were even higher and also bore no reasonable proportion to my actual electrical usage. (It should be noted that my annual usage was provided to NexAmp with a copy of my National Grid bill to serve as the basis for my solar farm allocation calculation.)I contacted NexAmp customer service to ask about having my allocation recalculated; however, if this were done, it would take a number of billing cycles for the result to be clear. I was NOT convinced that a reallocation would turn out in my favor so on May 5th, 2023 I formally requested the cancellation of my subscription. (I was told that National Grid would be notified in MAY.Today (August 9, 2023) I called NexAmp customer service to inquire about the status of my cancellation. To my dismay, I was informed that their May cancellation list has NOT YET been sent to National Grid! (I simply can't understand the delay - unless it may be intentional.) Since the cancellation list apparently will not be submitted to National Grid until this Fall, I will be held 'captive' for many more months to come.I have no way of knowing if the delay in processing cancellations is on purpose; however, when coupled with my experience of getting repeatedly invoiced by NexAmp for unreasonably high solar credits, it raises my suspicions of unfair business practice.In April of 2023 I submitted a report to the Attorney General of ************* with my concerns about NexAmp's excessive allocations for my account.My ********************** invoice is from July 12, 2023. It is: INV01512270 NexAmp customers should NOT be overcharged!Business Response
Date: 08/10/2023
Hi Per,
Thank you for expressing your candid feedback and we sincerely apologize for any difficulties you have gone through with your Nexamp account. We pride ourselves on delivering an exceptional customer experience and we hope that the details below can provide further insight that will help you move forward.
It is first important to note that the amount of solar production your share of our farm produces may vary given the season. When you first signed up with our program, we analyzed your electricity usage costs to estimate a share size on our solar farm that should cover close to 90% of your National Grid costs for the year. To cover these costs, it is typical for our customers to produce more credits than what they need in the summer months when days are long and sunny, to substantially reduce their utility costs in the winter when solar energy production is less. The excess credits that are generated in the summer months will remain on your National Grid account and will be used during those months where your usage is greater than the energy credits generated by the solar farm. The amount you are billed by Nexamp is based on the number of solar credits produced in a month, and the value at which National Grid places on that electricity. Nexamp will bill you for these credits but at a ****% discount.
As our team communicated to you last month, there have been significant changes to utility rates in ************* over the past year. In late 2022, ************* utility companies implemented rate increases, which in turn, increased the value of our solar credits. This means that you received more credit than you normally would and that your Nexamp invoices would be higher. This is why it felt like your utility account was receiving an excessive number of credits. The good news is that this spring and summer, utility rates have gone down; however, because Nexamp invoices are billed in arrears, this impact has not yet been fully felt.
While we cannot control the rates set by the utility companies, we have heard your concerns regarding high invoices, and we want to do everything we can to support our subscribers. To do so, we offer flexible payment plans and can adjust your share size to decrease the amount of new solar credits coming in.
As for the timeline to adjust customers accounts, we are limited to 4 submissions to the utility a year per the programs regulations. These are submitted each quarter so that there is a consistent schedule to make changes for our thousands of customers. Whether it be to adjust subscription sizes on our farm or process cancelation requests, the process is not immediate, and it is referenced in the contract you signed with Nexamp.
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 National Grid account and when we bill you. This explains why you received and paid Nexamp invoices after your cancelation request date. With this said, we understand that you have requested to cancel in early May. While the submission of this removal was delayed more than originally expected, we will be sure to still respect the timeline originally suggested to you. This means that the most recent Nexamp invoice you received in August will be your final invoice. Once that is paid, there will be no further action needed on your account.
We appreciate your time and hope that the steps we are taking here to assist with your account are satisfactory. With this said, please reach back out to our support team if you have any further questions or concerns.
Customer Answer
Date: 08/10/2023
[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,
Per ****Initial Complaint
Date:07/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started receiving bills from Nexamp with an invoice date of 07/12/2023. I had never heard about that company before and never signed up with them. I emailed them about this and they stated that I had signed a contract with them, which I never did. The "proof" they sent me was an automated signature and not my actual signature. They have not explained how they "enrolled" me but I do believe it had something to do with Arcadia, a solar intermediary supplier, that I had cancelled back in April. i have National Grid with ************* electric and I keep receiving bills from both saying that my balance is zero. The bills from Nexamp are useless as they do not indicate any usage information, just an amount due. This is fraud.Business Response
Date: 08/01/2023
Hi *****,
Thank you for reaching out and we are sorry to hear about any confusion you might be dealing with regarding your community solar subscription with Nexamp.
As our team has stated before, you signed a contract with Nexamp as of 6/21/2021, which is attached for your reference. With respect to your concerns that the contract with Nexamp was signed without your permission, we would be happy to provide more information. We, like many companies, utilize an electronic signature tool (*************************) that is used by millions of companies worldwide including ***************** and many others. When a contract is electronically signed, the company uses a scripted font to denote that the signature has happened. We suspect that is what you are referencing when you assert that it is not your signature. We can confidently say that electronic signatures are valid in all U.S. states and are granted the same legal status as handwritten signatures under state laws. Moreover, regarding your specific contract with us, we had the opportunity to review some of your original correspondence with our team when signing up. Therefore, we have attached both the email correspondence of your enrollment, and the applicable utility bill of yours that you provided us with. Please note that Nexamp does not have the ability to obtain this information other than from the utility owner themselves. While we recognize the conversation took place some time ago, we hope this proof is able to ease your initial worries.
As for your Nexamp subscription, we had enrolled you on our waitlist to join a solar farm as soon as space became available. Once you were assigned to one of our solar projects, our records indicate that we sent you 5 emails (spanning from May 2022 June 2023) regarding the various status updates of your solar project, and an in-depth reminder for how our program works. We then had sent you two additional emails in July explaining your first invoice and how you are saving money through our program.
The reason why you recently have not had to pay any electricity costs back to the utility is due to Nexamps solar credits. These are listed under the Other Charges/Adjustments section of your utility bills, listed as a Transfer Credit/Charge. You can then match this discount listed on your National Grid bill with your Nexamp invoice. We will then always provide you with a ****% discount. This means that for example if you were to receive $100 in credits, it will only cost you $87.50.
To reiterate, while we are sorry that you feel surprised by your experience, our team has worked very hard to keep you updated along the way. We are certainly willing to continue to work with you in identifying the solar credits listed on your National Grid bills, and the best path forward for both parties. If you continue to have questions, please contact our support team at ************ or ********************************* We are available Monday-Friday from 8:30 AM 6:00 PM EST.
Initial Complaint
Date:07/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a request to Nexamp to cancel my subscription that I have had with them and my electric company (UNITIL) for many years, on March 22, 2023. I have called several times for status of my cancellation and was first told in March it would be cancelled by June. It has not been cancelled as of July 12th. I placed another call to Nexamp to be told that my cancellation request did make the March cutoff thus it was not processed. I was also told that it is ******'s fault that it was not cancelled as they needed more time. I was also first told that the cancellations are processed quarterly, so I would have expected it be cancelled by end of June, the end of the second quarter. The rep then corrected himself to say it is not every 3 months, but every 4th month that the cancellations are submitted. In my conversation in March, I was told every 3 months. I was told that my cancellation will not happen until October now as It has not yet been submitted. How can a company the size of Nexamp and Unitil not be able to process my requests immediately? This should all be computerized and part of a SOP. I am not alone with this complaint about Nexamp. How do I get this service terminated? How does the Better Business Bureau allow Nexamp to manage their business in such a way that the consumer is basically robbed?Business Response
Date: 07/17/2023
Hi ******** and ***,
Thank you for reaching out, and we apologize for the difficulties you have been experiencing with your Nexamp account. We appreciate the feedback from long-time customers like yourselves and will do our best to learn from it moving forward. While a supervisor has already spoken to *** about the details, we can certainly elaborate on the situation below.
Our records do indicate a request was made in March to cancel your Nexamp account. As our team has shared, cancelations are processed in ************* on a quarterly basis. This is so we can follow ************* regulations involving how often a solar developer can submit changes for customers' accounts. Whether it be to adjust subscription sizes on our farm or process cancelation requests, the process is not immediate, and it is referenced in the contract you signed with Nexamp. This is because we have to work with our **************** to have you removed from their systems. 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 Unitil account and when we bill you. This explains why you received and paid Nexamp invoices after your cancelation request date.
With this said, we do acknowledge there was an internal error in processing your cancelation at the time of your initial request. While this will result in you receiving additional solar credits, we will honor the timeline you initially expected to be canceled. This means that the recent Nexamp invoice you received on July 12th is the last invoice you will be responsible for paying. We will make a note on your account for any future invoices to be voided given your circumstances. We sincerely apologize for any confusion or frustrations this situation has caused, and hope the information outlined here and in the email our team sent you on 7/13 will suffice. We thank you for your time as a Nexamp subscriber and will continue to be around if anything else is needed.
Initial Complaint
Date:06/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
At the start of this year, Nexamp has overcharged me on several electric bills. I have called and complaint several times, but to no avail. I believe the main issue is that only the bills, Nexamp does not include how many kWh costumer panel produce, or charge per kWh. The only information on the bill is time period the electricity was produced and the final bill. When I asked customer service how many kWh my panels produced, I was told there was no way to find out. I have submitted several bills to Nexamp to be reviewed, but was told without explanation that they were correct. And without any information, such as kWh produced, I have no way to prove Nexamp wrong.As an example of this overcharge:My bill for 7/2/22 was $181.81.My bill due 7/5/23 is $513.42, a 354% increase. Aside from rates, nothing else has changed to account for this large increase. To my knowledge, I have been overcharge on the following bills:2/28/23- $311.96 5/5/23- $258.91 6/4/23- $336.23 7/5/23- $513.42 Please help me calculate my true bills, and recoup my money. I will cancel my Nexamp account, but have been told it takes 6 months to cancel an account. This too sounds suspicious. Please contact me at your earliest convenience.Business Response
Date: 06/15/2023
Hi *****,
Thank you for reaching out and we apologize for any inconveniences you have experienced during your time at Nexamp.
The design of the community solar program in ************* is that you receive credits on your National Grid bill for what your share of our solar farm has generated. These credits will show up as Transfer Credit/Charges under the Other Charges / Adjustments section of your National Grid bills. Nexamp will invoice you for these generated credits but at a 15% discount.
In the summer months you will likely notice receiving 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 excess credits that are generated in the summer months go into a credit bank which is then utilized in those months where your usage is greater than the credits generated by the solar farm.
Aside from increased solar production, you may have noticed higher electricity rates with National Grid as well. Unfortunately, this is not something Nexamp controls. When the utility's electricity rates go up, so do the value of the discounts we provide you. Since your utility is the one to value and apply the kWh offsets to your bill, Nexamp does not charge a fixed rate per kWh for your electricity. Instead, we match the value of the credits that were used to offset your existing utility bill, and then apply a discount which provides our typical customer with net savings. The higher valued solar production has resulted in the negative balance you have accrued with the utility. You will be able to use this excess to offset your usage costs in months when your generated credits dont cover all of your electricity costs. If you would like to learn more about utility rates, you are welcome to read through this article: *******************************************************************************************************;
We acknowledge that your electricity prices havent fluctuated as much with the alternative electricity supplier that you use. This is why there was a pending request for us to lower your share size to allow you to produce fewer new solar credits and allow you to use the excess ones you have already generated for yourself to use.
As for your Nexamp invoices, even though our invoices do not display the kWh produced by your share of the solar farm, you are still able to match the dollar value of credits as needed. For example, based on the 3 utility bills you have sent our team in the past:
- Your National Grid bill dated 12/1/2022 has a -$135.26 solar credit listed. This matches what is displayed on the Nexamp invoice dated 12/8/2022.
- Your National Grid bill dated 12/30/2022 has a -$367.01 solar credit listed. This matches what is displayed on the Nexamp invoice dated 1/9/2023.
- Your National Grid bill dated 3/1/2023 has a -$141.95 solar credit listed. This matches what is displayed on the Nexamp invoice dated 4/5/2023.Nexamp does not send you an invoice until we receive confirmation from National Grid that credits have been placed on your account. Therefore, the solar Nexamp charges appear to be accurate.
Regarding your comments about the timeline to adjust customers accounts, we are limited to 4 submissions to the utility a year per the programs regulations. These are submitted each quarter so that there is a consistent schedule to make changes for our thousands of customers. Whether it be to adjust subscription sizes on our farm or process cancelation requests, the process is not immediate, and it is referenced in the contract you signed with Nexamp.
We hope the information provided was able to ease your concerns with Nexamp. However, if you have any further questions about your solar credits or wish to make an adjustment to your account, you are welcome to reach out to our support team at ************ or ********************************* We are available Monday-Friday from 8:30 AM 6:00 PM EST.
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