Complaints

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:07/03/2025

  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.

  They are spamming my wife and I with mail ads. I have called several times to ask them to stop, and they continue to send it anyway. Please stop and desist. Stop spamming us with your unwanted ads.

  

  Business Response

  Date: 07/07/2025

  We have added the information listed in the complaint report to our do not contact and do not solicit lists. Since we plan our mail advertisements in advance, we ask that ****** **** allow up to *********************************** regards to the allegation that we continued to send advertisements after ****** **** called and asked to us not to, we could not find a record of any calls from the phone number provided in the complaint report. We ask that ****** **** provide us with their phone number that they used to call us and the date and times of the call, so that we can investigate this allegation further. We believe this is a mutually satisfactory resolution.

• Initial Complaint

  Date:06/09/2025

  Type:Product 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 have been sent letters from CleanChoice Energy for over the last year. All of which are trying to get me to switch over to their power.They have sent me headings like: Urgent message, Important Notice/ Action Requested They have tried to push me to sign a authorization form.I do not wish to be harassed or pushed to sign any form. I would like them to stop sending me those letters.

  

  Business Response

  Date: 06/09/2025

  The address of the complainant **** ***** is not included in this report. In order to accurately investigate and address the concerns alleged in the complaint report and resolve the underlying issue, we need the full address. 

  Customer Answer

  Date: 06/10/2025

  [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

  Date:05/25/2025

  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.

  Today I attended the *************************** in *********** **. I was handed a gift card and told to sign up for a program by ******** *****. He said I was not switching programs and that it was simply to monitor my electric rates. When I read the email I found out they changed my plan and my rate changed. Im in the process of getting this cancelled as I did not want to change electricity suppliers. I do not appreciate dishonesty of any kind. The gift I was given was expired Girl Scout cookies.

  

  Business Response

  Date: 05/27/2025

  We apologize for your poor experience. We have notified the sales agent's manager so that we can address this directly with the sales agent. We have also rescinded your enrollment, so that the request will not go to your utility and everything will remain as is with your electric account.

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 4th 2024 **** Choice Energy accepted a sign up from a non account holder for my Duquesne Light Utility Bill. I had no idea that this signup occurred until today (May 19th). I spoke with both the utility company and clean choice energy. Clean choice energy is willing to only refund a portion of the bill because they said that I would have spent that money with Duquesne Light. I explained that is none of their concern. I, the account holder, did not sign up for clean choice energy and therefore requests 100% reimbursement from November 2024 to May 2025

  

  Business Response

  Date: 05/20/2025

  We have investigating the complaint report submitted by ****** *********** of ******************************************. We found that enrollment for account was valid and was authorized by another adult occupant of the address. During the enrollment process, the adult occupant named ****** *********** ****** told our team she was authorized to switch the account to **********************. ****** signed an electronic signature confirming that "I have read, understand, and am authorized to enroll this account". ****** also provided photo identification to confirm that she resided at the service address for the account, and completed a third party verification confirming that she understood the terms of the enrollment. All of three of these pieces of supporting documentation are attached to this reply. 

  Since we consider this enrollment valid due to the supporting documentation obtained, we only offered ****** *********** a credit in good faith for the difference of our price and Duquesne Light's price for their fossil fuel sourced energy, whereas CleanChoice was more expensive in this case because we source from only wind and solar farms. We are not willing to provide an entire refund of our charges since the enrollment was valid and the account used our services for the time period in question, our service being the electricity supplied to the household.

  Since the enrollment was valid, we believe this is a mutually satisfactory resolution, and we encourage ****** to contact to make arrangements for the credit if ******* would like to accept our offer in good faith.

• Initial Complaint

  Date:05/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: May 10, 2025 This business sent solicitors to my doorstep, I felt cornered, especially when I said Im not interested several times. They stepped into my house, shoved phones in my face, and kept reassuring me that this is in my best interested without listening to **** felt pressured into a contract, I suffer from ADHD and Anxiety Disorder, and this is unacceptable behavior.The company has a roundabout way of cancelation, requiring cancellation within 3 days, but also requires mail-in, which can take weeks. Ive sent emails, without reply, and I need this cancellation taken care of and this company to never again visit my residence.

  Customer Answer

  Date: 05/12/2025

  The issue has been resolved.

  

  Business Response

  Date: 05/13/2025

  We have rescinded the enrollment with ******* ****** account so that he does not start service with our company.

  We can confirm that the information ******* put in the complaint about having to write us a letter to cancel is not accurate. We allow any customer to call and cancel their services with us during normal business hours, and we do not charge any fees to cancel. Furthermore, ******* **** called us on May 10th, the day before he filed the BBB complaint, however, he ended the call with us as soon our representative answered the call. We did attempt to attach the call recording to this response, however, the BBB portal does not allow us to attach .wav files. 

  Additionally, we did forward ********* feedback on the interaction ******* had with our sales representative to the sale representative's manager for investigation. 

  We feel this is a mutually satisfactory resolution.

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i went into the gas station at ***** in ********* last night and there were two gentlemen for cleanchoice energy standing directly in the doorway. they immediately approached me with gift cards to wine and spirits saying that if i give them my ID and one minute of my time I can get some "fine wine" but it turns out the scanned me into some cleanchoice membership....For this company to use liquor to pressure customers to enroll into some ********************** program is a little ridiculous. The gentleman told me that all this was going to do was to send "clean energy" to the address posted on my ID...and in return i would receive the wine and spirit gift card. I received a text and it would not let me cancel whatever membership they went on to enroll me in through clicking buttons on my phone screen. I was merely trying to get in and get back out to the car, I was kind of taken by surprise entering the gas station and tempted with the liquor incentive. I do not want a cleanchoice energy membership and I do not want any contact with cleanchoice or any attachment of my ID or information to this business. That is really it, I feel like i was duped by their business into something i did not want.

  

  Business Response

  Date: 04/14/2025

  We appreciate **** ****** feedback regarding his experience with our sales representatives. The experience described in the complaint is inconsistent with CleanChoice Energy's training and policy of conduct, and we take these accusations very seriously. We have notified the sales representatives' manager, and we will take the appropriate follow-up action. We have rescinded **** ****** enrollment with CleanChoice, so that he will not be billed or receive service from us, and we have added him to our do not contact and do not solicit lists. We believe this matches the resolution requested in the complaint report by **** ****. 

• Initial Complaint

  Date:04/10/2025

  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.

  For a weeks now, I have been called at least twice a day. I can't even block the numbers fast enough because they use a few. I even just told the person to take me off there list and they said they couldn't. I tell them previously that I am not interested and they keep going. I had one even call me twice within a few minutes. I can't put my phone on silent. I have important health calls I need to wait for, but I can't have my phone ringing off the hook all day at work either. It is causing me stress to not know who I picking up the phone for. I am tired of this. It has gotten to the point of harassment.

  

  Business Response

  Date: 04/14/2025

  After receiving this complaint on ****** ********* behalf, we searched our phone records, and our affiliates records, for calls to the phone number listed in the complaint of  **************. We found no calls to this phone number. We believe that this indicates that it is another electric or energy supplier that made these calls to ****** *******. However, we have placed her information on our do not contact and do not solicit lists. We will not be making any phone calls to this phone number, but ask ****** to allow up to days for any mailed advertisements to stop since we plan our mail campaigns up to 90 days in advance. We believe this is a mutually satisfactory resolution.

  Customer Answer

  Date: 04/22/2025

  [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 ********.

  At this point, I can't say that this is actually resolved, but I am forced to respond in ten days what the company may or may not fix in 90 days. I can only speak to the bad that I have and will not penalize for what has yet to happen,

  Truth be told, I am not hopeful that this will be fixed. I received another 2 calls they day they had responded and one the following morning. It has seemed to quiet down since then, but, as they put it, their marketing goes in cycles.

  There was also a few things in the company's message that make me doubt their truthfulness. They said they had no records calling me, but if they are using multiple (possibly spoofed ) numbers, it is hard to have a legitimate phone record. And if another company is the one calling, they are using this company's name for possibly malicious reasons so my complaint should have been treated with more concern.

  If this complaint was any bit important to them, the company could have spelled my name correctly at least once in the response. They would have shown more effort by using a copy and paste. My first name is not hard to spell. It is not a variation and its spelling is dominant in culture. I know this sounds *****, but willfully getting a person's name wrong in a situation when your responding to a concern sends an opposite message. In certain situations, getting a name wrong dehumanizes the person and in this case, it has only made my faith in their response lessen further.
  

  In short, I hope this is the last time I have to put in a complaint against this company. It has taken time out of my life that I can't afford to give at the moment.

  
  Regards,
  
  ***** *******
  

  
  

• Initial Complaint

  Date:04/09/2025

  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.

  The marketing was very misleading. My electricity bill sky rocketed after signing up and i am being charged double. They said my rate would be locked and all they were doing was preventing my electric company from upping the price. WHICH THEY DID INSTEAD!!! I live in a mobile home and my electric bill was $480 in February and $350 for march. It was at $150 before any of this!!!

  

  Business Response

  Date: 04/11/2025

  Upon receipt of this complaint, a manager with CleanChoice Energy called ******* ***** on April 11, 2025. They discussed the ********* feedback on the his experience with our sales agent, and how CleanChoice Energy works. The manager will be providing ********* feedback to the sales agent's manager. The manager from CleanChoice Energy also sent in a cancellation to ******* for the account on April 11, 2025. As a show of good faith, the manager also issued ******* a credit which will be delivered by email Sunday night/ Monday morning of April 14th. ******* confirmed that he was satisfied with this resolution.

• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On various dates going back at least 2 years (probably way more) with 03/29/25 being the last occurrence, door to door salesmen are trespassing on private property, illegally entering buildings that clearly have "no soliciting' signs posted to sell unwanted energy services. I want this company, Clean Choice Energy to know they and their employees are breaking the law by trespassing. The next time one of their salesmen is caught on the property, they will be arrested and prosecuted to the fullest extent of the law. This has been going on for years, and they have scammed countless residents at ********************* of ********** in ********. They are essentially crooks, and they are not welcome here. It stops today. I would like a letter from Clean Choice Entergy stating they will no longer step foot on this property called ********************************.

  

  Business Response

  Date: 04/02/2025

  We appreciate Mr. ****** feedback regarding his experience with CleanChoice sales agents at ********************************. We expect all of our sales agents, no matter the location to avoid residencies that are marker as no soliciting and never to trespass. We want to confirm that we began selling door to door in ******** less than a year ago, not two years ago as is alleged in the complaint. We also want to note that we have a A + rating with the Better Business Bureau and we totally reject the complainant's characterization of us a crooks. We are a company supplying clean energy to hundreds of thousands of homes. We are investigating which of our sales agents were in the area of ******************************** and what took place, and we will address the sales agents involved appropriately. We have asked all of our sales agents not to sell at ********************************. We believe this is a mutually satisfactory resolution.

  Customer Answer

  Date: 04/03/2025

  We can agree to disagree on the "*****" status, because I have testimony from multiple sources and online reviews that say otherwise.  As far as your efforts to keep your salesman off the site, I will agree to them for now.  If your salesmen decide to come back, I will edit this report and provide you with the police report number.  Thank you.  
  
  Regards,
  
  *** ****
  
  

• Initial Complaint

  Date:03/25/2025

  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.

  This complaint is related to complaint number ********. Please see that complaint for relevant background information. In summary, a reissued bill for electricity use from October 2024 - February 2025 charged a higher rate than the original electricity bills for those time periods, despite being for the exact same dates. Duke Energy has denied responsibility for the rate change and blamed CleanChoice Energy for the billing mistake. As a result, I am filing a complaint against CleanChoice Energy as well as the original complaint against Duke Energy. Copied from my response to **** in the original complaint:"At no point in any of my multiple phone calls with Duke Energy or CleanChoice Energy or in the response to this complaint has anyone explained why I was billed one rate on the original bills and a different rate when the gas charges were fixed even though both sets of bills were for the exact same time period. Either Duke Energy or CleanChoice Energy made a significant billing error either on the original bills or on the revised bill and I need to understand who made the mistake and how the mistake happened. I will not consider the complaint resolved until that explanation is provided."

  

  Business Response

  Date: 03/27/2025

  Our records indicate the **** ***** signed up with CleanChoice Energy for a twelve month fixed rate a five cents per kilowatt hour. The twelve months began on 8/8/2023 and ended on 8/7/2024. (The documentation that Mr. ***** attached to the complaint report documents this as well.) **************** planned expired in June of 2024, CleanChoice sent a renewal offer to Mr. ***** for a new fixed rate. However, CleanChoice did not receive a response and so Mr. ****** account was moved to a month to month variable rate based on the market cost of electricity. 

  For the timeframes in which Duke Energy rebilled Mr. ***** (starting in October 2024 according to the documents that Mr. ***** attached to this complaint report) the original fixed rate had already expired and that is why Mr. ***** was not billed at the original rate of five cents per kilowatt hour. 

  We believe this this response should clarify our position and resolve Mr. ***** concerns.

   

  Customer Answer

  Date: 03/30/2025

  [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: 23112763
  
  I am rejecting this response because:
  

  CleanChoice Energy is misunderstanding the cause of the complaint. I am not complaining that my fixed rate expired and the month-to-month rate was higher. My complaint is that after the fixed rate expired, I was billed a different month-to-month rate the first time Duke issued bills for the months of October through February than when Duke reissued the bills for those months. **** needed to fix a misapplied gas delivery charge for those months. And when they did that a different month-to-month rate was applied by CleanChoice Energy for those months compared to when the bills for those months were initially issued. Again, please see the attached bills. Compare bills for the same time period - the original bill shows one month-to-month rate, and the reissued, combined bill shows a different, higher month-to-month rate. **** has stated that this error in the month-to-month rate is the fault of CleanChoice Energy and I will not accept the closure of this matter until a suitable explanation is given for why two different month-to-month rates were billed for the same time periods.
  
  Regards,
  
  **** *****
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/02/2025

  Upon receipt of this rejection, a manager with our Customer Experience team attempted to reach out to **** ***** to review the billing and to resolve this complaint. The manager left his direct number on ****** voicemail. We urge **** to reach out to the manager so that we can work together to get these resolved.