Complaints

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

close

Find a Location

Common Energy LLC has 2 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

• 

  Common Energy LLC

  201 Varick St, Suite 178 New York, NY 10014

  
• 

  Common Energy LLC

  441 Broadway FL. 5 New York City, NY 10013

  

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:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2023, I signed up with Common Energy to have them supply my electrical energy to Central ******. Although it appeared the savings were minimal, I felt it was important to utilize green energy whenever possible. Starting in September, I began receiving invoices from Common Energy, ranging from $44 to almost $300, yet no apparent credits were reflected on my Central ****** bills. I immediately contacted Common Energy. They said that due to being enrolled in Central Hudsons budget billing program, I would not see their credits applied appropriately and clearly. I was never informed that this was an issue when I signed up with their company. I told them that until the billing issues were resolved, I would not authorize any ACH payment to Common Energy for invoiced amounts (the only way their company has set up account receivables it appears). In addition, I cancelled my account with them and proceeded to cancel my budget billing with Central ******. Since then, I have been working with Common Energy representatives as well as with Central ****** in the hopes of clarifying and resolving this ongoing billing issue. I have expressly stated to Common Energy via phone conversations and email that I DO NOT authorize any ACH withdrawals from my bank account while these issues are being addressed. I, in fact, gave permission for 2 payments to be processed in November, one for $76.66 and one for $118.06. Instead, Common Energy withdrew $288.84 and $186.06 on December 1st WITHOUT my authorization. Short of closing my bank account, there appears to be very little I can do to stop this company from fraudulently withdrawing funds. Their response was thats how the system works in reference to payment of their invoices. In addition to contacting the BBB, I have contacted the *** Attorney General as I believe it is illegal to withdraw funds from citizens bank accounts without authorization. This company is shady at best and gives going green a bad name.

  

  Business Response

  Date: 12/07/2023

  The customers' concerns and our replies have been outlined below. Each of these concerns have been discussed with the customer as of 12/7/23 by phone and email by our senior customer representatives that handle escalated customer cases. 
  

  1st Concern:   I began receiving invoices from Common Energy, ranging from $44 to almost $300, yet no apparent credits were reflected on my Central ****** bills. I immediately contacted Common Energy. They said that due to being enrolled in Central Hudsons budget billing program, I would not see their credits applied appropriately and clearly. I was never informed that this was an issue when I signed up with their company.
  We typically advise our customers against enrolling in Budget Billing due to the level of complexity it adds to the program and some customers may end up paying their utility more than they should because of the credits they recieve.  However there were no legitimate issues with Budget Billing that would affect customer credits appearing until late July in 2023. When this was later brought to our attention we inquired with Central ****** who informed us they were having trouble applying credits to multiple accounts of Budget Billing customers on community solar programs. 
  After further discussions with Central ****** about the issue they confirmed in November of ************************************************************* Budget Billing were not seeing clean energy credits on their bills. We then raised the concerns of our customer, *******, and asked that Central ****** review this account specifically. It was then confirmed by the Associate DER Program Manager that these credits did not appear as a line item on their recent bills due to these issues but that the customer did receive credits. They also confirmed that, in fact, the $675 credit that appeared on her account at the time was a result of the clean energy credits that we were initially unable to locate on their utility bills. The Program Manager explained that this is how the utility plans to structure their bills in the future:
  

  The credit will be applied directly to the current budget amount due.
  

  2nd Concern: I have expressly stated to Common Energy via phone conversations and email that I DO NOT authorize any ACH withdrawals from my bank account while these issues are being addressed. I, in fact, gave permission for 2 payments to be processed in November, one for $76.66 and one for $118.06. Instead, Common Energy withdrew $288.84 and $186.06 on December 1st WITHOUT my authorization. Short of closing my bank account, there appears to be very little I can do to stop this company from fraudulently withdrawing funds.
  

  Our company is paperless and utilizes auto withdrawals to complete payments. Our customer agreements contain an authorization for Common Energy to complete auto withdrawals after a payment method is provided and the agreement is signed. These are signed by our customers when they first enroll in the program. Since this is an automated process, we offer customers options to  delay withdrawals if there is an issue with the payment,  payment date, or understanding the statements we provide the customer.
  

  On 10/24 ******* contacted Common Energy to discuss their recent charges and their withdrawal dates. The amounts were discussed and all payments were pushed back to 11/30. ******* was sent an email on 10/25 again asking if there were any payments that needed their withdrawal dates pushed back further. On 11/20 we contacted ******* at her request and processed payments for $76.66 and $118.16. They were then asked to let us know if the additional amount of $288.84 and $186.06 would need to be pushed back further or it would be withdrawn on their scheduled day. We didnt receive that communication and the amount was unfortunately withdrawn on November 30th, 2023
  

  Since Common Energy did not get that request to delay the withdrawals of $288.84 and $186.06 those charges were processed. ******* then spoke with one of our **************** representatives (***) shortly after. The *** then inquired with the appropriate teams about the possibility of a refund and to have billing paused on their account. The intent here was to prevent any further charges until they are comfortable and we have a chance to discuss the invoices further. We received approval for an invoice pause and the courtesy refund for both the $288.84 and $186.06 as of December 5th. 
  
  Resolution based on requested Settlement :No further withdrawals and a full accounting of when and where the credits where applied to my CH account
  

  The customer has been sent a copy of their billing credit report that their utility Central ****** provided us to generate our statemebts reflecting credits applied to their utility account. These amounts were discounted by 10%  resulting in the customer saving money while using this program. The customer has also been provided a courtesy refund for the charges in question so that they can review these reports and speak to Central ****** directly. The customer was also sent $75 in gift cards to apologize for the inconvenience. Attached is a copy of the email sent to the customer which then they responded to showing their appreciation for the refund, giftcards, and additional information provided.  We have also requested that a Central ****** representative contact ******* directly or they provide us a number for ******* to call and discuss the application of these credits. 
  

  
  

  Customer Answer

  Date: 12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Regarding the 1st Concern:  I was told by Central ****** that the $675 credit was for overpayment of my budget billing.  In fact, ******, Common Energy's representative, had said as much in an email sent to me on 11/8/23. She stated it appeared to be a combination of overpayment as well as solar credits. Be that as it may, I am not disputing that I have received credits. I only requested from Common Energy and Central ****** to provide an accounting of where and when these credits were applied to my account. I am still awaiting a response form Central ******. 

  2nd Concern: I understand Common Energy is paperless and that I signed an agreement allowing for ACH withdrawals.  However this does NOT give your company license to withdraw funds without my permission, especially when charges are being disputed and when the consumer has expressly stated that NO funds are to be withdrawn without my expressed permission ( as stated in my email sent on 11/3/23 to ******).   Nowhere do I see the $76.66 or $118.16 withdrawn from my account, by the way.  

  In closing, I am as anxious to resolve this matter as Common Energy is.  I have been in continued communication with their representative, ******, and hope to finally bring this matter to a conclusion that all parties can agree on after the holidays. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  

  Business Response

  Date: 01/22/2024

  Both concerns were further discussed and resolved with ****************** in an email thread from November 8th to January 4th, 2024 (please see the following emails).

  
  Common Energy does understand ******************** frustration with this situation and with what can sometimes be the confusing nature of the clean energy credit system utilized by community solar programs. This is the reason we have taken every possible step to accommodate and communicate regarding her clean energy credit charges. 
  Once we received confirmation from ******************** utility about what we suspected the issue was, the findings were explained to ******************. We swiftly implemented what we felt would support the most optimal resolution for this case. 
  
  
  The first concern was addressed in emails exchanged on November 7th and December 7th when we confirmed with Central ****** what our initial suspicion was about the origin of her Central ****** credit (after several weeks of reaching out on behalf of the customer). 

  
  The second concern was addressed via email on December 7th when we processed a courtesy refund for $288.84 and $186.06. Though our Subscriber Agreement allows for us to process charges via ACH, we expressed our regret for this experience, refunded the two most recent charges at that time and, as a courtesy, collaborated with our tech team to stop all invoices. We felt it was important to pause invoices until ****************** had a good understanding of the reason for her Central ****** credits. 
  

  We, likewise, look forward to achieving the best resolutions for our customer in this case. 
  

  
  

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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 feel I do not need to pay this allotted amount due to the VERY LITTLE they have been "saving" me in my Xcel bill. I recently switched banks and so they reached out to get new bank information and that is when I became aware of the outrageous charges that were going through once I saw the invoices. I pay my bills every month, Common Energy isn't saving me anything. Apparently from the month of October to current my invoice totals up to ******!!!!!!! And have a savings of $20, woah! I am willing to pay for the "discount" (10% difference) that is applied to my Xcel bills but I feel I do not need to pay the full amount for them doing nothing. I am beyond frustrated with this company and every explanation I have been given doesn't make any sense.

  

  Business Response

  Date: 11/27/2023

  Hi *****, 
  Thank you for expressing your concern. I understand that you do not feel that you should have to pay the invoices you were sent after subscribing to our program because you do not feel you received a sufficient amount of savings. I am happy to report that our records indicate we have helped you to save a total of $19.82 thus far. 
  There may be a bit of confusion about how our program works and how credits are applied to your utility bill. We discount the solar credits that weve applied to your utility bill at a 5% rate. I have taken the liberty of attaching to this email, the official Billing ****** Report (a report we receive directly from your utility that we must use to invoice our customers). The credits in the Bill ****** column are arranged in groups of 3 but you will see that the total of each of these three groups equals the invoiced credits on your July, August, and September bills. Each of these solar credits must first be deducted from your utility account before we invoice them (sample bill image below). This means you should be able to locate the following credit amounts on the corresponding Xcel utility bills:
  
  $59.70 - (Oct) *Still being generated
  $83.73(Sept)
  $117.62 (August)
  $132.33 (July)
  You will see these credits on your Xcel bill similarly to how they appear in the **** sample attached to this corresponence.
  
  When you subscribed, you agreed to pay these amounts after we applied the 5% discount to it. Typically, we offer to go through customer utility accounts to match the solar credits with the utility bills and provide a bill review but we do not have utility credentials for you. With your participation, we can review your utility bills with  you or we can go over the Billing ****** Report Xcel sent us.
  I am happy to schedule a phone call to clarify this information and review your utility bill and savings. If it is helpful, I can also delay the payment for the upcoming charge until we speak further. 
  All **************************************************************** Representative

   

  
  

• Initial Complaint

  Date:08/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Common Energy to supply my electricity to save money back in 2018. At the beginning - everything was going well. That all changed last year in 2022. I did have a couple months where my payments bounced but that was all taken care of last August/September. In those 2 months they took well over $700 from my bank account. It was rather upsetting to have that much taken out all at once since I live on social security disability & get paid once a month. I quit there services at this point - knowing that I was all paid up with them and went back to purchasing my electric from national grid. Didnt have any problems all Fall. Now they keep trying to take funds by ACH from my bank account for months that I didnt receive services from them. The amounts they say I owe for 2023 are the amounts of my 2022 national grid ******** which were already paid. *** made numerous phone calls to them trying to explain and they say they will look into it and get back to me. No one ever gets back to me - though they keep attempting to ACH my bank account. Every time that they try to take funds when Im in overdraft it costs me $28 per transaction. This adds up after awhile. I have a form filed at my bank to make sure they can no longer withdraw from my account. i dont expect them to pay for these charges - I just want them to acknowledge that they are billing me for services I no longer receive and to leave my bank account alone.

  

  Business Response

  Date: 12/28/2023

  Customers  Concern:Now they keep trying to take funds by ACH from my bank account for months that I didnt receive services from them. The amounts they say I owe for 2023 are the amounts of my 2022 national grid ******** which were already paid.
  

  Due to an internal error this customer was still connected to a community solar farm after their request to cancel their services. As per our customer agreement disconnections from community solar farms require a 90 day notice due to the complicated efforts a utility and solar farm must perform. Since the customer requested to cancel in the end September of 2022  they would be responsible for any services provided to them up to January 2023. The customer would also continue to receive a 10% discount on all statements sent to them for solar credit applied to their bill. Resulting in them continuing  to save money with our services. 
  As a result of this error and after speaking with the customer on May ********* and June ********* we decided to not charge the customer for the following months of February- June when they received service. During this conversation we apologized for the error and attempted to explain to the customer they were still paying less with our services than would have without our assistance. The end result was  the customer getting free credits applied to their national Grid bills in the total amount of $391.77. This amount can be located on their utility bills for service from February- June of 2022. Attached to this response are the corrected statements that show the bills were adjusted and the amounts which the customer can either call national grid to review, review their utility bills themselves or call Common Energy to review their utility bills with them.
  
  
  Resolution based on requested Settlement
  I just want them to acknowledge that they are billing me for services I no longer receive and to leave my bank account alone.
  
  ********************** does acknowledge the billing of these services and that customer should not have continued to receive service. Due to an internal error the customer did continue to receive solar credits which lowered their National Grid bills significantly. Common Energy has since stopped services to the customer and have discontinued any attempt to collect funds for services provided resulting in the customer getting $391.77 of free credit on their utility account in 2023.
  

  
  

• Initial Complaint

  Date:04/04/2023

  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.

  Over the course of a month $261.98 and an attempted withdrawal of $548 that bounced. No notifications. I have correspondence dating back to November asking about withdrawals not being applied to my Eversource bill. They always had what sounded like a reasonable answer. When the $548 was attempted, I was sick to my stomach.I have been paying my Eversource bill all along because I didn't want my service cut. So I have been paying both Eversource and Common Energy with no benefits.I have a lot of work to do straightening out my personal finances now. I would like a refund, but would be perfectly happy just cutting my losses.

  

  Business Response

  Date: 04/11/2023

  Hi ********,
  
  Thank you for sharing your experience with us. We apologize for the inconvenience you have experienced and are more than happy to work with you to rectify this situation.
  
  After reviewing your account, we can see that at the time of your sign up, you were enrolled in our unified billing program. In this case, you would only have paid one invoice to Common Energy and we paid your utility on your behalf.
  
  However, it appears that there were changes made to your utility login credentials in July of 2022. As a result of this change, we attempted to reach out to you but were unsuccessful. By default, your account was switched to dual billing, where you received an invoice from Common Energy for the solar portion of your utility bill with a discount applied. Your utility charged you separately for the remainder of your energy usage. After you provided us with updated utility credentials in March, we were able to switch your account back to unified billing.
  
  Upon further review of your account, it appears that you have also been enrolled in a budget billing program, which is unfortunately incompatible with our program and has impacted the way you see savings on your utility account. Please note that you have saved $77.62 through our program to date.
  
  We apologize for the confusion and can confirm that our team has reached out to you in regards to these factors to ensure that you remain updated and informed on our program. Per your request, your account has successfully been cancelled. While we currently do not have a number on file by which to speak with you directly, we encourage you to reach out to our customer support team at ************** so we can find a resolution.
  
  Best,
  Common Energy Team

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I paid my electric bill the entire time.  I don't plan on paying anything to Common Energy and feel I am owed the withdrawals back.  I had to close my accounts because money was being withdrew without notification.  But as I said in my original complaint, I am happy to just cut ties. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  

  Business Response

  Date: 04/26/2023

  Hi ********,

  
  We can confirm that we have been in touch with you in regards to these payments to explain why you have received invoices from both Common Energy and your utility company. Because we did not have your utility credentials, we were unable to unify your bill with your utility provider. As a result, you were notified that you would be on our dual billing program. In this case, Common Energy sends you a separate invoice for only the solar portion of your bill with a 10% discount applied. Your utility provider sends you an invoice for the remainder of your energy usage that did not come from the solar project.
  
  Common Energy has only sent you invoices for energy that you have used. These invoices are lower than what you would have paid your utility company because we apply a 10% discount. This means that, while you are paying two separate invoices, the total between them is lower than you would have otherwise paid. 
  Your utility has confirmed that you have participated in the program and has displayed credits for our service on their statements. We understand that you have been paying your utility company. However, they are unable to pay your Common Energy invoice on your behalf.  It appears you have been on a specific payment program with your utility, which unfortunately affects how you see our program benefits. The reason for this is that your utility will continue to bill you for the same amount each month regardless of credits applied to lower the amount due.
  
  We understand that these two circumstances can be very confusing and are more than happy to speak with you to resolve your concerns and answer your questions. Unfortunately, we do not have a phone number on file for you, but we encourage you to reach out to us at ************* or email ******************************* to speak with a representative.
  
  We can confirm that your account has been cancelled as of April 3, 2023 and you will no longer receive invoices from Common Energy after the 90 day cancellation period. Our cancellation period is in place because it can take your utility up to 90 days to disconnect your account from the solar project. You can expect to receive up to 5 more invoices from us reflecting service that you have benefited from prior to your cancellation request and during the 90 day period.

  Customer Answer

  Date: 04/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/02/2022

  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 had 2 months of billing issues within the first 3 months of signing up. Within 2 years of being with Common Energy I had to reach out 5 or 6 times for them to correct issues with my billing and then when I moved they'd completely removed all of my contact information from our National Grid account so none of the documents NG was sending were getting to me. They'd changed the bank accounts on our portal so all of our payments got rejected and yet again, NG was not able to get ahold of us to tell us. I opened our account one day to see a $655 bill because of this and Common Energy told me it was my problem that I should have told them I closed by account. They are the ones who received the notice that the account have been closed and did nothing with it. They didn't reach out to inquire, they didn't remove their information from our NG portal, and offered no help in correcting the massive bill they contributed to in addition to causing us be flagged by NG as non-paying customers resulting in us not being able to use the online payment system.

  

  Business Response

  Date: 11/09/2022

  Thank you for reaching out and for bringing this to our attention. We reviewed your account and can see you have an open case regarding this inquiry. When you were enrolled in our community solar program, we connected your National Grid and Common Energy account to provide you with a seamless billing experience. If you are moving or need to cancel your account, Common Energy requires a 90-day notice to ensure we have time to properly unenroll and disconnect your National Gird account from your Common Energy account. 

  Unfortunately, it seems we were not notified of your move and did not have access to your utility account therefore, we were unable to take the proper steps to revert your utility account back to its original settings. We did not receive any notification about your move from you or National Grid until we spoke with you directly in October.

  We sincerely apologize for the inconvenience caused and are happy to speak with you directly to discuss a solution. You saved $153.72 with Common Energy's community solar program and prevented ******** lbs of carbon emissions from being emitted into your community. We are hoping to resolve this with you as soon as possible. You can contact Common Energy directly at ************ or email us at ********************************* if you would like to speak with us directly.

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You absolutely did receive the notice from National Grid about the final payment and account closure because your representative is the one who told me youd received it. I tried to resolve this with the representatives at the same phone number and email address you provided and was told it was my problem and that you would not be assisting. Grand, I saved $150 in the course of 2 years, youve now caused me over $600 of problems, not including being flagged as using a bad bank account with national grid which prevents us from using their online payment system, another problem you told me you would not assist in correcting. You abused the authorization we provided, making it impossible for National Grid to contact me and despite **** agreeing that our phone number should have never been changed by you, and that your process was flawed, you still stand by not being responsible for any of this.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  

  Business Response

  Date: 11/23/2022

  Were sorry to hear of your less-than-satisfactory experience with Common Energy and hope you will accept our sincerest apologies. We pride ourselves on our service and the high-quality standards we maintain. We would like to make things right and if you give us a chance, we intend to make this right. We hope you will allow us to speak with you to discuss the situation further and find a resolution. We value our customers' opinions and would like to thank you for bringing this to our attention. If you'd like, please contact us directly at ************ to ensure this is resolved.
  
  
  
  

• Initial Complaint

  Date:10/24/2022

  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 cancelled my account with Common Energy and they have not credited my funds back to my bank account. They over-allocated funds from my bank account to my energy bill when my account was open. When I closed the account, they agreed the credits left-over, money withdrawn from my bank, would be returned to me. The account has been closed for over two months. I call twice a week and each time we speak, they say the credit should be done by the end of the week. They keep assuring me it will be credited......they even say they do not understand why it is taking so long. I don't know what else to do. The approximate refund/credit that should be going into my bank account is approximately $1,600. I am not sure what documents you would need, but am happy to provide any. Please let me know how to proceed. I have never filed a complaint with the BBB. Thank you.

  

  Business Response

  Date: 10/28/2022

  Thank you for reaching out *** ********. We understand your concerns and are currently waiting for your utility to provide the funds to us to ensure you are made whole. In order to rectify this immediately, Common Energy will send you the funds proactively as we wait to hear back from your utility. We are currently in the process of confirming the exact amount you are owed and will be in touch today with an update. We appreciate your patience as we work with your utility to resolve this and are here to answer any questions you may have. 

• Initial Complaint

  Date:08/08/2022

  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 common energy after seeing a ******** ad for this service which claims to lower your electricity bill. You provide your banking and electricity company information and they access your electric bills and pay it themselves. Many months after signing up I forgot about this service until I received a charge on my debit account from common energy in the amount of $105.66 on 4/20/2022. When I called common energy about this I informed them I had already paid this bill myself through my electricity company almost a month earlier on 3/30/2022. After multiple calls and emails I was told I would get refund and never did. I also requested to close my account and remove bank information. They said they would close account but it would take however many days I was told they could not remove bank info as it had to go though closure process. So after not getting refund I contacted my debit account bank holder and they found charge as fraudulent and reversed it. Since common energy would not remove my debit account info and I was not able to delete it with out providing another banking account I decided to put my credit card so I wouldn't lose money directly from my checking account if this continued to happen. Months later they charged my credit card for the same amount of $105.66 again.

  

  Business Response

  Date: 12/09/2022

  Hello, 

  Were are very sorry to hear your experience with Common Energy was not a positive one. Please accept our sincerest apologies. We pride ourselves on our service and the high-quality standards we maintain and would like to make things right. If you give us a chance, we hope to speak with you to discuss the situation. Please give me a call at ************ at your earliest convenience. We value our customers' opinions and would like to thank you for bringing this to our attention.

  Yours sincerely,
  *************************
  VP of Customer Experience
  

  
  

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I spoke to the company several times regarding my issues with no resolve. My Money was never refunded after I gave proof showing the electric bill was already paid directly by myself.  Not only did you deduct money from my account for a bill I already paid, you refused to close my account.  I am currently still receiving bills from you for a mystery service you say you provide.  I had to close my credit card and checking account that you had information for so I will no longer have your fraudulent charges deducted from my accounts. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  

  Business Response

  Date: 01/18/2023

  Hi *******, thank you for your response. We again apologize for the delay here. We are diligently working to ensure this is resolved as soon as possible. You should have received an email from our support team regarding the status of your refund. I just put in a request for an update which means you will receive another email today or tomorrow with a confirmation that your refund has been issued. 

   

  If there is anything else we can assist with please let me know. 

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************