Complaints

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

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  Neighborhood Sun

  8455 Colesville Rd Ste 1025 Silver Spring, MD 20910-3396

  
• 

  Neighborhood Sun

  900 Rose Ave Ste 400 North Bethesda, MD 20852

  

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:12/03/2023

  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.

  I cancelled my solar energy subscription in late June/early July of this year, and was told that it would take 1-2 billing cycles to cancel my membership. However, it is now November and I am still paying the utilities for a house that I no longer live in. The current residents of the home have reported to me that their energy bill is somehow showing a negative amount, and the amount that I have had to pay Neighborhood Sun has doubled since I cancelled our subscription. I have reached out to the company three times by email and they have not responded to my messages.

  

  Business Response

  Date: 12/20/2023

  The customers cancellation process was initiated in August. As per the signed agreement, it can take up to 60 days for customers to be removed from their community solar program. For this reason, we require a 60-day notice of cancellation. The employee who the customer had been in contact with,******, had confirmed the cancellation process with ******************** on August 2nd. Therefore, the customer would receive credits for August and potentially for September and October before being fully dropped from the program. The customer contacted us on November 10th, but unfortunately, his response went to the voicemail box of ******, who left the company shortly after the first interaction with the customer. We responded to his outreach on December 4th when we realized his messages were sent to the unused voicemail box. We called ****** on December 5th and left a voice message stating that his invoice received in November would be his final invoice. We also sent him an email on December 5th confirming that his November invoice is his final invoice and that he would not receive invoices for beyond the August to September production period. Due to the delay between when credits are applied and when we invoice for those credits, his last invoice in November was for solar credits applied to his September utility bill. The customer would have normally had to pay one more invoice for October credits. However, due to the error in the customers voicemail going to an unchecked voicemail box, the representative disabled all future charging and invoice notifications on the customers account just to ensure that the customer would not receive any further charges. I also contacted the customer today after receiving the BBB review and left a voicemail and sent an email to confirm that the customer will not receive any further communications or invoices from us and all charges were disabled earlier this month. His final payment was processed in November. 

  Customer Answer

  Date: 01/01/2024

  To whom it may concern, 

  The company has responded to my previous communications and has resolved the issue in a satisfactory manner. 

  Thank you.

  Customer Answer

  Date: 01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ** *****

  Date Sent: 1/1/2024 7:44:31 PM
  To whom it may concern, 
  
  The company has responded to my previous communications and has resolved the issue in a satisfactory manner. 
  
  Thank you.

• Initial Complaint

  Date:08/04/2023

  Type:Sales and Advertising 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.

  ********* in business with Neighborhood Solar had representatives offer solar credits on our electric bill as part of a local solar farm refund, as we pay for them with the *** charge on our electric bill. They did not inform of a contract being signed, nor provide any information regarding this until after.

  

  Business Response

  Date: 08/09/2023

  We have responded to this customer and canceled their account. The customer had not been fully enrolled as their account information had not yet been submitted to her utility provider. We could not enroll this customer as she did not yet pass our quality assurance screening to ensure that the customer understands the program before submitting her enrollment documentation. The customer was also within the 3-day grace period for full cancelation of her agreement without any restrictions or fees. 

  We are currently taking steps to address this enrollment situation with our door-to-door field sales team. We will address this situation with the agent in question and ensure that retraining occurs for our sales representatives. This agent was not an employee of Neighborhood Sun but was from a contracted sales company, and we confirm that this agent will be either reprimanded and retrained or will be let go from representing the Neighborhood Sun sales process. 

  We have also spoken directly with this customer and confirmed that her account has been swiftly removed from our community solar program. We are working with this customer to identify the sales agent in question and to do a quality check of the enrollments submitted by this agent. We sincerely apologize for this situation and are doing everything we can to rectify this issue and improve our customer experience and sales process. 

  Customer Answer

  Date: 08/13/2023

  [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 received a phone call and email stating that my account would be removed, as it was not completely set up, and that the representative at my door was not directly employed by them, but was clearly misrepresenting the services being offered. I find this answer satisfactory, and wish this complaint be closed.
  
  Regards,
  
  ***********************************