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:07/17/2024

  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 June 2023, chariot energy advertised their solar buyback plans on Facebook and I signed up for one of the plans on a three year contract. The plan wasn’t the greatest but it at least gave me about 50% back on my solar energy excess production. Then in April 2024, this same company emailed me a notification, FORCING me to sign another THREE year NEW contract with them, with new terms and buy back rates. They did not give me the option to terminate my previous contract. It was either that new plan or to forfeit any buyback opportunities at all for my excess energy. I thought this was very shady and dishonest on their part to lull customers into their plans and then changing them mid-terms. Now, I’m stuck with a three-year term that I’m been very unhappy with. Is this even legal for a business to do, changing terms mid-contract and forcing their clients into another less appealing? (Now, with the new terms, I’ve been paying over $100 a month, even with making 100% excess energy—-eg used 800kwh from the grid and overproducing nearly similar amount. Under the new terms, they’re paying 3 cents per kWh as opposed to a one to one rate under the old contract.)

  

  Business Response

  Date: 07/26/2024

  Our records indicate that Mr./Ms. Bich ****** enrolled in a plan that does not support net exporters. Following our Terms of Service (TOS), we notified the customer of this and provided alternative options. Mr./Ms. ****** subsequently chose to switch to our Shine plan, which supports net exporters. We have attempted to reach Mr./Ms. ****** by phone and have sent an email with the proposed resolution.

  Thank you for your attention to this matter. We look forward to resolving this promptly.

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Bich ******
  
  , TX *****
  
  
  Dear Bich ******:
  
  This message is in regard to your complaint submitted on 7/17/2024 against Chariot Energy.  Your complaint was assigned ID ********.
  
  You recently filed a complaint on the above-mentioned company.  The last we heard from you the issue may not be resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.  If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.
  
  Are the issues resolved?   ____________Yes    _______x______No
  
  If yes, when was the issue resolved?
  
  ____________________________________________________________________________________________________________________________________________
  
  If no, what issues remain outstanding?
  
  ___Chariot sent me an email, saying that they would waive my early termination fee if I decided to switch company now because the original plan I signed up for is “not a good fit for me since my solar panels overproduce each month”. I haven’t had the time to look elsewhere, so I can’t say if they will hold true to their promise about waiving the termination fee. ________________________________________________________________________________________________________________________________________
  
  ____________________________________________________________________________________________________________________________________________
  
  Did you ever file your case through the court system?  _____no, not yet.________ If so please include a copy of your filing or judgment for our files.
  
  Signature: _____Bich ******________________________Date: ______August 17, 2024___________________
  
  
  
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  

  Business Response

  Date: 08/29/2024

  Our records show that an email was sent to Bich ****** on 07/26/2024, offering a solution to the customer's inquiry. We kindly ask that Mr./Ms. Bich ****** reach out to us at their earliest convenience if they have any questions or need further clarification regarding the information provided in that email. Thank you for your attention to this matter.

  Customer Answer

  Date: 09/04/2024

  [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 would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:06/24/2024

  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 searched online for energy providers and signed on with Chariot. I always read the FACTS Label for the energy companies. Now that my first bill has arrived my energy charge is incorrect. I tried calling twice and the representative is unable to explain why there is a discrepancy. He tried to explain other charges but when I referred to the FACTS Label he said it was just Base charge etc. I explained that on the FACTS sheet it states those are already factored into the price per Kilowatt. I asked why I was being charged 16.1 cent as if I'd used under 500KW instead of the 1,883 I used at a perceived 14.6 cents or the 2,352 we used at the perceived 13.9 as stated on the FACT sheet and he again referred to Base charge etc. I again stated that those charges are already included in the price according to their FACTS sheet. I then requested a Supervisor and was put on hold for several minutes. After asking me to hold twice he came back and stated that there was no supervisor available and that I would get a call back when one was available. This is not acceptable and I have never in my 15 years as a home owner experienced an Electric company charging more than what was stated on their FACTS Label. This is just the first bill so I would like to get out of this company unless they are going to honor their promised KW charge with all fees. I also have never been told that "No Supervisors were available to help explain or resolve"

  

  Business Response

  Date: 07/26/2024

  Our records indicate that
  Mr. Fabian ********* enrolled in services with Chariot Energy under the Free
  Nights 36 plan.  The Electricity Facts
  Label (EFL) showed the Average Price per kWh at 500 kWh, 1000 kWh, and 2000 kWh
  based on the usage profile for the customers TDU with 35% of consumption occurring
  at Free Nights.  The actual price for
  electricity service will vary according to actual usage, based on the price
  components found on the EFL.

  Chariot Energy reached out
  to the customer and resolved the issue to the customer’s satisfaction.

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service 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 own solar panels and contacted Chariot Energy in August of 2023 about their Rise plan for solar buy back. While on the phone with them I specifically asked if they did “net metering”, meaning any excess would be a credit on the account, and months where I drew more from the grid would be charged. They replied in the affirmative this is how it worked. I remember specifically asking if the excess would go against the ONCOR delivery charge and other fees because I’ve had issues with other power companies in the past about this.
  
  From October 2023 to April 29, 2024, the service was fine and the everything operated as expected. I then received an email (attached as “Chariot Net Exporter Email”) that I was a net exporter and not eligible for their plan. However, I am not a net exporter.
  
  My system is designed to run a surplus in winter/spring, and a loss during summer/fall for a net gain of 0. I have attached a year of my usage summarized in the table “Past Usage” and in a year’s worth of power bills for verification. One can see I use more power from the grid than I put on.
  
  I started service with Chariot in the fall during the surplus portion of the cycle, but now they want to kick me off to a more expensive option right before the expensive summer season. I have included my usage under Chariot as well, and one can see that I am currently running a surplus, but that is by design and expected to change in the coming months.
  
  I am upset and I feel I was very clear on asking questions when signing up on what the rules were, how my system worked, and I was assured this was the right plan. It feels like a rugpull.
  
  The resolution I would like is for them to honor the original agreement, or at a minimum wait a full year to see I am truly a “net exporter” before kicking me off the plan.

  

  Business Response

  Date: 05/15/2024

  Our records indicate that Mr. Jeffrey
  ******* enrolled in services with Chariot Energy under the Rise 36 plan. The
  ‘OriginalPowerPlan’ document Mr. ******* attached to the complaint includes the
  Terms of Service which states the following in the Solar BuyBack Program Terms
  clause found on page 3 of 6. 
  
  “Chariot
  Energy reserves the right to suspend a customer’s participation in earning
  solar buyback credits under this plan at its sole discretion. This includes,
  but is not limited to, customers who Chariot Energy determines are 'net
  exporters'. Net exporters are customers who send more electricity to the grid
  than they pull from the grid over a specified period of time set by Chariot
  Energy. In these cases, net exporters will no longer be eligible to receive
  credits for their excess generation. Upon this decision, Chariot Energy will
  provide these customers with a 30-day notice, prior to the suspension date.
  Once suspended, the customer may choose to enroll in another eligible plan with
  Chariot or seek another provider without penalty. At no time shall a customer’s
  suspension in earning solar buyback credits affect or change Chariot’s
  obligation to provide grid power service at the terms specified in this
  agreement.”
  
  Chariot
  Energy reached out to Mr. ******* via both his mailing address and email,
  having recognized his premises as a net exporter following a thorough
  examination of 6-month meter readings. These readings showed that Mr. *******'s
  premises had exported more energy to the grid than consumed, rendering the
  premise to be ineligible for the Rise plan.
  
  Thank you
  for the opportunity to address this complaint and hope that our findings, as
  reported, bring closure to the concerns filed by Mr. *******.
  
  Best Regards,
  
  Chariot Energy 

  Customer Answer

  Date: 05/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  Chariot never defined what a net exporter is in any of their documentation or communications. Their TOS (attached) on page 3 state "Net exporters are customers who send more electricity to the grid than they pull from the grid over a specified period of time set by Chariot Energy." They never define what the set period of time is. This makes it impossible for a consumer to make an informed decision about whether to engage their services or not. If the defined period were 12 months, I would not be deemed a net exporter.

  As it were, if I knew it was six months, I may have opted go month-to-month with my current provider until the spring and start service with Chariot when I knew I would be drawing more from the grid since that's the way the system is designed to work (to be net zero over 12 months). I have attached the latest bill from Chariot to show that now as we go into spring and summer I am drawing more than I am sending back to the grid.
  
  
  
  Regards,
  
  
  
  
  
   
  

  Customer Answer

  Date: 06/23/2024

  Better Business Bureau:
  
  
  
  This letter is to inform you that Chariot Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/29/2024 and assigned ID ********.
  
  
  
  Regards,
  
  Jeffrey *******
  

• Initial Complaint

  Date:04/17/2024

  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 was told by my Solar Panel Installer that Chariot Energy gave the best prices at .16cents kwh, but when I called the man told me it was a flux pay, anywhere from .10 cent to .25 cent MAX but when I received my bill it was .01544--far less than what was promised. I called the company and they said they reviewed my conversation and agreed to a tenth of a cent to .25 cent--Bologna!!!! I asked to hear the conversation but was denied even though the Supervisor on the phone said he just listened to it!!!!!!!!

  

  Business Response

  Date: 05/10/2024

  Our records indicate that Mr. Chester ******* contacted Chariot Energy and enrolled in our Shine 24 plan. During the call Mr. ******* was advised that the buyback rate is based on Real Time Market Pricing capped at 25 cents per kWh.  The welcome package sent to Mr. ******* includes an Electricity Facts Label (EFL) which states the following regarding the Excess Energy Credit Calculation.

  “If
  you generate and export more energy to the grid than your home consumes (Excess
  Energy Exported), you will get a bill credit for the amount of net excess
  energy exported (Excess Energy Credit), based on your utility meter data. You
  will get an Excess Energy Credit on your bill based on the excess number of kWh
  exported multiplied by the real-time settlement point price for your congestion
  zone at the time of export, capped at 25¢ per kWh, which will be displayed on
  your monthly bill at a single price point representing the average of all price
  points applied during the time of billing.”

  Chariot
  Energy is committed to providing transparency and has no problem letting Mr. Chester
  ******* hear the call recording.  We have
  attempted to contact Mr. ******* by phone to discuss his concerns and provide
  clarity on the matter. 
  
  Thank you
  for the opportunity to address this complaint and hope that our findings, as
  reported, bring closure to the concerns filed by Mr. Maylone.
  
  Best Regards,
  
  Chariot Energy 

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  As I have stated before, I was told the buyback would be 10 cents per kw not .015 I know my hearing is bad but not that bad. They also tell me now that they have a plan that pays 16 cents buyback not .015 Absolutely not happy with this Company also I’m told that to leave to another company I have to pay $150 per month left on the contract that would be 22 x $150 really this company is a scam!

  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  Chester R ******* 
  
   

  
  

  

  Business Response

  Date: 06/10/2024

  Our records indicate that we are providing services to Mr. Chester ******* based on the plan he enrolled in. We understand that there may be some concerns regarding the details of this plan.

  We have made several attempts to reach Mr. ******* to discuss a proposed resolution but have not yet received a response. We genuinely want to address and resolve any issues he might have.
  

  We kindly ask that Mr. ******* contact us at his earliest convenience so we can work together to find a satisfactory solution. We value his business and are committed to ensuring his complete satisfaction.
  

  Thank you for your attention to this matter. We look forward to resolving this promptly.

  Chariot Energy

  Customer Answer

  Date: 06/18/2024

  [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 would be satisfactory to me.  

  Though not true, I have tried several times to contact Chariot with being left on hold for over 30 minutes at a time. after sending them a harsh email, someone contacted me saying I don't have to pay their ridiculous costs to remove them of $250 a month for the remainder of the contract:) Anyway they now say move for free, thank you so  much for being a horrible company(Chariot Energy) for  100% Disabled Veteran, I will always cuss you worthless people for lying. 

   

  Thank you BBB for help a Vet out, God Bless and have a great Year!!!!!
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:03/19/2024

  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.

  When my solar installation was compoleted last summer I signed up with Chariot because they had an attractive plan - I would pay 15.8 cents per kwh including the many fees and charges by *********** and for each kwh my system exported I would receive credit of 9.8 cents per kwh. This would require me to export at least 48% more than I used in order to end up with zero charges in any one month. The excess I produced over the amount due would be carried over as a credit to apply to future bills in which I still owned more charges than the credit I produced. Then, yesterday I receive a email telling me that since I have been producing more than I am using they will no longe honor the agreement and will stop paying ANYTHING for exported kwh. They said I could change to a new plan that would pay me much less or even zero during some periods for what I exported. This would nullify the plan I had to provide enough excess to my neighborhood to make my bill zero.

  

  Business Response

  Date: 03/26/2024

  We have successfully resolved the issue to the customer's satisfaction, and are pleased to share that he has chosen to remain a valued customer of Chariot Energy.  

  Customer Answer

  Date: 03/27/2024

  [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 would be satisfactory to me.  They have restored the original contract and as long as they abide by it I will be completely satisfied.
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:08/08/2023

  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.

  Three weeks ago I called to get electricity in my new apartment. I was told that I needed to pay $275 for them to immediately/next day connect me. I thought all was ok until my apartment complex called me today - 3 weeks later!!! and told me that i was still running on their electricity. Now they are charging me a fee plus the electricity used. First of ALL, why did I have to pay if they did NOT immediately connect my electricity??? I am asking that they pay they fee I owe to the apartment complex PLUS a refund of $275 since the only reason they asked me for that was for immediate connection that never happened!!!! If this does not happen, i will be filing a complaint with PUCT , Consumer Protection Division and attorney generals office. Its about ethics and promises that were broken. They cannot hold me to a contract that they did NOT FOLLOW!

  

  Business Response

  Date: 08/21/2023

  Chariot Energy received an enrollment application from Guadalupe ******** on July 25, 2023. However, the enrollment process was paused because certain details linked with the application could not be confirmed. To address this, Chariot Energy made attempts to get in touch with Ms. ********, but we were not successful . An email was also sent to inform her about the hold and the necessary steps required to proceed with the enrollment.
  
  Ms. ******** contacted Chariot Energy on August 8, 2023, to check on the progress of her enrollment. After validating the application details, the enrollment was approved. Since August 9, 2023, Chariot Energy again has made multiple attempts to communicate with Ms. Guadalupe ******** through phone and email. The intention is to offer assistance and compensation for the unexpected electricity charges imposed by her apartment complex. Regrettably, no response has been received from her so far.

  In conclusion, we eagerly anticipate delivering the services as stipulated in the contract and maintaining our unwavering dedication to delivering exceptional service.

• Initial Complaint

  Date:10/07/2022

  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 requested a refund of my credit balance after my account was closed, and I have not received it.
  Refund Request was made by me via phone on 8/25
  Refund was submitted to billing on 8/26 per Chariot Energy.
  9/20 I called to get status of refund check and was told the issue would be escalated to get the check number and someone would call me.
  10/7 Refund has still not been received, and no one has called me.
  10/07 I called Chariot Energy to get status of escalation and was told they couldn't see any information but that the issue was escalated, requested a supervisor and was told he wasn't available and would call me back.

  

  Business Response

  Date: 10/21/2022

  Our records
  indicate that on August 24, 2022, Ms. ******** ***** contacted Chariot Energy requesting
  a refund for the credit balance on her account. Ms* ***** was advised that the refund
  request was submitted to Chariot Energy’s accounting team for review. On August
  26, 2022, Chariot Energy contacted Ms* ***** and advised her that upon further
  research, the credit balance on the account was found to be a result of overpayment
  from a comprehensive energy assistance program and the credit balance would
  need to be refunded directly to the agency as per contractual obligation. Upon
  working with the respective agency to facilitate the request, the refund was
  submitted accordingly to the agency.
  
  Thank you
  for the opportunity to address this complaint and hope that our findings, as
  reported, bring closure to the concerns filed by Ms* *****.
  
  
  Best Regards,
  
  Chariot Energy

  Customer Answer

  Date: 10/25/2022

  [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 would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/14/2022

  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.

  Chariot Energy received payments on August 1, 2022 and then returned payment on August 15, 2022 for a bill due on September 12, 2022. I received and email that Chariot got my payment, notified me of said payment. 14 days later Chariot returns payment. On August 15, 2022 I am assessed a $35 insufficient funds.
  
  This repeats payment received and applied 8/31/2022, payment returned 9/6/2022, 9/6/2022 assessed another $35 insufficient funds fee.
  
  For 3 years I have auto paid without issue or delay. I have yet been given a reason of why these payments were applied, payment received, posted, approved, and given a reference number only to find out that it wasn't and then penalized for it. Why did Chariot tell me the transaction was complete? If Chariot decided to return a payment then it would be prudent to notify a long standing and responsible customer.

  

  Business Response

  Date: 10/04/2022

  Our records
  indicate that Mr. B****** Goodwin updated the financial institution and account
  information associated with his automatic payment profile on June 24, 2022. Both
  payments that were processed and posted to the account thereafter were subsequently
  returned by the receiving bank due to the account number being invalid which
  may potentially be caused by the account number being entered incorrectly. These
  notifications are not immediately available for ACH transactions; however,
  Chariot Energy posts the payment reversal and respective fee promptly upon
  receipt as outlined in our Terms of Service. Chariot Energy has reversed the
  additional $35 returned payment fee as a courtesy given Mr. Goodwin’s excellent
  account history.
  
  Thank you
  for the opportunity to address this complaint and hope that our findings, as
  reported, bring closure to the concerns filed by Mr. Goodwin.
  
  
  Best Regards,
  
  Chariot Energy