ComplaintsforCleanChoice Energy Inc

• Initial Complaint

  08/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received several unsolicited mail advertisements from CleanChoice Energy over several months advertising 100% renewable energy at similar rates as the standard energy supplier for my energy company, Eversource. The advertised energy supply rates from CleanChoice were around 0.17 / kWh in these mailers. The actual rate charged to me over the past two months that CleanChoice has been my energy supplier was 0.269 / kWh, which has resulted in an unanticipated increase in my electricity bill. Additionally, my electricity usage has spiked over the past two months that CleanChoice has been my supplier. I have not increased my energy usage over these two months to the best of my awareness, yet my energy bill has more than tripled in the two months that CleanChoice has been my energy supplier. After doing research on the company, I found many other customers who have had similar experiences as me, citing unannounced rate increases from CleanChoice and massive increases in their electric bills. I have also explored other electricity suppliers contracted with Eversource and several other companies offer 100% renewable energy supply but at significantly lower rates than CleanChoice, which makes me question why CleanChoice charges so much more that these other clean energy suppliers. I am inquiring with Eversource to determine why my energy usage has increased without any apparent increase in usage on my part, but I would also like CleanChoice to refund me for my past two billing cycles which as amounted to $929.25 and explain to me how they calculate my energy usage. I also would like to warn other consumers away from using CleanChoice, as it seems they prey upon environmentally-conscious consumers and charge unreasonably high electric rates.

  

  Business response

  09/11/2023

  On 9.8.23 a supervisor from CleanChoice Energy contact **************** regarding her concerns. The supervisor was able to explain billing and answer her billing questions. The supervisor was also able to resolve all of her concerns. We believe that this bring this matter to a mutually beneficial resolution.

  Customer response

  09/14/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CleanChoice Energy does not appropriately honor do not contact requests. Multiple requests/inquiries are ignored, and most of the mechanisms by which you can request to be added to their do not contact requests are faulty.

  

  Business response

  08/28/2023

  August 28, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ***** *** of **** **** ** NW Apt. *** Washington, DC *****. The complaint report states that *** *** requests to be added to our do not contact and do not solicit lists.
  
  Upon receipt of this complaint on 9/22/23, a supervisor from CleanChoice Energy placed the information listed in the report for *** *** on our do not contact and do not solicit lists.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Someone came to my door in October 2021 to sign up for this company which he promised it would not cost anything to sign up and my electric bills would go down by using this company. He did say that I would get a small charge each month but the amount I saved on my electric bill would be far higher. I reluctantly signed up, and did not hear from the company until the late fall of 2022 when they started charging me for about 3 months prior to that notice. Of course, there was no reduction on my regular electricity bill a I called them ( this was November 2022 when I got the first bill), and told them I would like to cancel. They told me it would take 3 months for the cancellation to go through otherwise there was an early termination fee ( which is in the contract,but the representitive never showed me that when I signed up.). I told them to cancel me and when that went through, and I saw the reduction on my regular energy bill, I would pay any past due I owed,They never sent me any cancellation confirmation, and they keep billing me instead, even though every time they sent me a bill, I would reply and said I had cancelled. I am unemployed working very sporadically and I was hoping to see some savings. But instead, they kept sending me monthly bills, and as of July 2023 are still sending me bills. I have responded several times and told them to stop billing me,but they do not stop. I have never saved anything because of them, and i feel they are just scamming people into thinking this is a great deal. i am very frustrated. My account # with them is **********. My premise # is ********* The most recent correspondence said I owe them almost 400$ and if I don't pay they will have to send a collection agency after me. Thank you for any help you can give me in this matter.

  

  Business response

  08/23/2023

  August 23, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by **** **** of **** ****** *** S Richfield, MN *****. The complaint report states that *** **** was unhappy with her experience with community solar.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** **** on the number listed in the complaint but was unable to make contact with *** ****.
  
  CleanChoice Energy is provided with customer community solar data by **** through a community solar portal that includes reports with customer community solar subscription data. CleanChoice uses this information to provide accurate community solar invoicing to our customers.
  
  Our customers receive a CleanChoice community solar invoice that is lower than the corresponding community solar bill credit that shows as reduction on their **** (or other utilities for customers outside of Minnesota) invoice. The difference between the CleanChoice invoice and the value of the utility bill credit results in savings for the customer.
  
  In the complaint report it states that *** **** did not see a reduction on her invoice. This typically only happens when the customer is enrolled in budget billing. When a customer is enrolled in budget billing. **** Energy does not apply the customer’s community solar credit until the annual budget review month, instead of on a monthly basis.
  
  We encourage all Minnesota CleanChoice community solar customers to cancel budget billing with **** Energy before enrolling with CleanChoice community solar.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
   
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Although I never chose to sign up for Clean Choice Energy on my ***** bill, they started charging me extra in April, 2023. I've called ***** to ask them to stop charging me extra for Clean Choice Energy that I never chose. I would like to be refunded for these past four months. The total amount I need refunded is $305.94 (four months of charges that were not of my choice.)

  

  Business response

  08/15/2023

  August 15, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of **** ****** *** Takoma Park, MD *****. The complaint report states that *** ******* claims she did not authorize the switch to CleanChoice as her electric supplier.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was not able to reach *** *******.
  
  The complaint report claims *** ******* did authorize enrollment with CleanChoice, however, we received the attached enrollment response to a direct mail offer 2/28/23, which authorized enrollment.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told it was going to be cheeper on my Electric bill, But the Electric is cheep buy Clean Choice charging way too much money, I have call them to have it taking off, but they give me the runaround, They are not thinking what others bills we have to pay..

  

  Business response

  08/14/2023

  August 14, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of ** ******** **, #* Oakland, MD *****. The complaint report states that *** ******* believed he was promised savings when he enrolled with CleanChoice.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was not able to reach *** *******, but the supervisor did process a cancelation request on 8/2/23.
  
  The complaint report claims *** ******* was promised savings, however, the offer mailed to *** ******* has the following FAQ: “Q. What will happen to my electricity bills? A. In short, supporting renewable energy costs more than polluting energy.”
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been receiving mail from CleanChoice on a weekly almost daily basis for the last 3 or so months. Please remove me from your mailing list.

  

  Business response

  08/14/2023

  August 14, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ***** ******* of **** * ****** *** Apt * Chicago, IL *****. The complaint report states that *** ******* requested her information be placed on our do not contact list.
  
  Upon receipt of this complaint *** *******’s information was placed on our do not contact and do not solicit list. Please note we plan our marketing campaigns in advance, so we ask that *** ******* allow up-to 90 days for this to take effect.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jul 6, 2023, 1:11?PM (7 days ago)Your signup confirmation code is ********** and you can find your terms and conditions here. Jul 13, 2023, 11:03?AM (3 hours ago)****, you’re so close to switching to 100% clean, renewable energy. However, we are experiencing an issue enrolling your account. Please give us a call today at ###-###-#### so we can further assist you and help you complete your enrollment. Jul 13, 2023, 2-3PM Called the number, person answered and said there was an issue on the address, but once that is corrected they can send it in and be good. Was told, I do not get the promo anymore, and customer service can handle from there. Transferred to customer service, person said there is nothing they can do, they see the utility company rejected it, and not based on address. 2 different stories, and being told now even thought I applied during the promo, I am not eligible for it anymore because it ended. I explained the situation, and that even though the promotion was over, this was started during it. Its not like I did an enrollment today, and want something I saw. It took 1 week to get a response on the enrollment, and that did not give me anytime to find out there was an issue. Now I am being penalized and told I cannot what I enrolled for because the system and process is slow. Great way to treat a future customer, but now I am not because its not the 7.0 ¢/kWh Same rate for 12 months which I enrolled during, its now 11.5 ¢/kWh Same rate for 12 months. I will be more than happy to spread the word on how this company handles their processes and customers.

  

  Business response

  07/25/2023

  We have emailed the customer to confirm we are honoring the 7.0 /kWh electric supply rate for 12 months. We are also reviewing to our online only rate offer process to ensure we avoid complaints like this in the future.

  Customer response

  07/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I received a response via email yes, on 7/21/2023. I responded same day, 7/21/2023. No response back. Waiting for CleanChoice Energy to respond, and provide an updated finding/response the situation.
  

  from: ****** ***** <*********************************************> via *************************************************** 
  to: ************************ <**********************>
  
  date: Jul 21, 2023, 10:37?AM
  subject: Plan Change
  mailed-by: *****************-********.*****.**************.***
  security:  Standard encryption (TLS) Learn more
  : Important according to ****** *****.

  from: ********************;<**********************>

  to: *********************** <************@cleanchoiceenergy.com>
  
  date: Jul 21, 2023, 11:56?AM
  subject: Re: Plan Change
  mailed-by: *****.com
  
  Regards,
  
  *********************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Received my most recent electric bill of $1,778.80 from ****, CleanChoice Energy is the supplier on my account. **** account #*****-*****. Meter reading is for 5/26-6/13/2023, but CleanChoice is billing me for service covering each month from April 2020 to June 2023 on this one bill. How is this ok? I have called **** and CleanChoice Energy multiple times and both point the finger back at the other. Ultimately the issue is with CleanChoice since I have paid **** each month on time and am currently paid up. I cannot afford to pay this amount that CleanChoice is billing me for, and I don't feel I should have to based on their delinquent billing practices. I would like this matter reviewed and resolved as quickly as possible.

  

  Business response

  07/13/2023

  We regret the experience that *** *** had with our service. We are investigating the details of her experience and how we can work with **** to prevent it from happening again the future. A supervisor with CleanChoice contacted *** *** and confirmed we were mailing a credit to make right on the mistake. The credit is scheduled to be mailed on 7/18/23. We believe this is a mutually satisfactory resolution. We encourage *** **** to contact us if she needs anything further assistance. 

  Customer response

  07/19/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ************
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have never, nor do I want anything to do with this company, and my phone is on the "Do Not Call List". This company calls all hours of the day and night, never leaving a message, just calls and hangs up from multiple phone numbers, and multiple times a day. I have already filed a fraud complaint with the National Do Not Call Registry on 6/15/23. This company started calling me on 6/12/23 phone #************** @ 3:23 pm, Then again, the same day from ************ @5:52 pm, then on 6/13 from ************ @ 9:29 am again same day from ************ @ 3:51 pm again from ************ @6:09 pm, on the 6/14 from ************ @ 10:20 am, on 6/15 from *********** @8:58 am, same day from ************ @ 3:32 am again same day number @ 6:25pm, on 6/16 from ************ @ 10:27am, on 6/19 from ************ @ 11:18 am, on 6/20 from ************ @ 12:18pm, same day from ************ @ 2:44 pm, on 6/21 from ************ @ 1:17 pm. I am tired of this company calling hanging up not leaving a message, and these are unwanted and unsolicited calls. I find this company to be a fraudulent company, as if a legitimate company they would be calling from same number and would leave a message.

  

  Business response

  06/28/2023

  CleanChoice has added the information included in the report for ********************************* to our internal do not contact and do not solicit list. However, we request that the BBB redirect this complaint to Clean Sky Energy because they are mentioned in the complaint report not CleanChoice. Our records show that we have never made solicitation calls to phone number listed in the complaint **************, which further shows this complaint is misdirected. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took over responsibility for *** &*** ****** **** ** ******* , Hammond, NY ***** 2 years ago. My elderly brother had signed up for Clean Choice Energy a few years ago. ******** **** delivers to those two addresses. When I took over financial responsibility for both electric accounts I chose ******** **** for both supply and delivery. Mail has been to my brother asking him to renew Clean Choice Energy as the supplier every 6 months the past two years. His name is **** ***** and he gets concerned that we aren’t going to have any electric at the two properties listed above. His memory is getting worse. PLEASE STOP MAILING RENEWAL NOTICES to **** * *****, ** * **** ***. Ballston Lake, NY *****. His name is not on the bill thru ******** ****- mine is.

  

  Business response

  06/20/2023

  June 20, 2023
  
  Dear BBB Staff:
  

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ****** of *** ****** **** **** Hammond, NY *****. The complaint report states that *** ****** wants CleanChoice to address three addresses to our do not contact and do not solicit lists.
  

  Upon receipt of this complaint, CleanChoice Energy placed the three-address listed on the report on our do not contact and do not solicit lists. We ask that *** ****** to allow up to 90 days for this to take effect since we plan our offers up to 90 days in advance.
  

  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs

*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. ↩