ComplaintsforCleanChoice Energy Inc

• Initial Complaint

  04/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear BBB, I am writing to file a complaint against CleanSource Energy for false advertising and unreasonably high pricing. CleanSource Energy marketed itself as a provider of affordable 100% wind and solar energy, but we recently discovered that these claims were false. Our research showed that CleanSource Energy buys and sells renewable energy certificates, or REC, contradicting their marketing which does not clearly explain this. Moreover, we were extremely dissatisfied with the pricing that CleanSource Energy charged us for their energy services. In November 2021, our rate was 11.7 ¢/kWh. However, in December 2021, CleanSource tripled our rate to 30.7 ¢/kWh, resulting in a percentage increase of 162.39%. To add insult to injury, our rate steadily increased to 57.4 ¢/kWh between January 2021 and April 2023. We were never notified of these changes or an option to "lock in a new non-variable rate" as informed by CleanSource Energy only when we called to cancel in April 2023. This pricing is unreasonably high, especially considering that during this same period, renewables were the world’s cheapest source of energy, according to the *****. In fact, renewable energy was nearly two-thirds – 62% – cheaper than the cheapest new fossil fuel. We have also reached out to the Massachusetts Attorney General's Office (AGO) who verified multiple complaints of deceptive marketing practices and price gouging by state residents. We believe that CleanSource Energy's false advertising and unreasonably high pricing are deceptive and unethical practices. We demand that CleanSource Energy rectifies the situation by providing accurate information about their energy sourcing practices and refunding us for the excess charges we have incurred over 11.7 ¢/kHw between December 2021 through April 2023. Per CleanSource Energy's website, the current rate for our zipcode and supplier is 19.8 ¢/kWh, while *************** is 10.749 ¢/KWH. Thank you for your attention to this matter.

  

  Business response

  05/21/2023

  May 21, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of  ****** ******, Walpole, MA *****. The complaint report states that *** ******* is upset with her experience with CleanChoice as her electric supplier.

  Our records indicate that on October 23, 2019, ****** ******* logged on to our website to enroll with CleanChoice as her electricity supplier. The complaint report states: “Our research showed that CleanSource Energy buys and sells renewable energy certificates, or REC, contradicting their marketing which does not clearly explain this”. Under the FAQ section of our website where *** ******* enrolled (************************************************************************************************************************-) we have the FAQ: Where will the clean energy come from? The answer listed is: The energy your home uses will be paired to renewable energy sources through the purchase of Renewable Energy Certificates (RECs) from wind and solar farms. CleanChoice Energy applies strict standards to its energy, sourcing our energy regionally based on where our customers live.
  
  During the time *** ******* was supplied by CleanChoice, market electricity prices reached all-time highs. After receiving this complaint, CleanChoice reached out to *** ******* by phone to attempt to work with her, but we were unable to reach her. We encourage *** ******* to reach out to our customer experience team at ###-###-#### to help resolve her concerns about pricing.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: complaintsupport@cleanchoiceenergy.com.
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs

  Customer response

  06/06/2023

  [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 due to the following reasons:
  
  During my review of our bills as per Clean Choice's request to determine a refund amount, I find this response unsatisfactory as it fails to address the absence of communication regarding rate increases, provide an adequate justification for the exorbitant rates, or make any effort to offer an alternative non-variable rate. Regardless of the existence or non-existence of an FAQ page at the time of our initial sign-up, the marketing practices employed by this company are profoundly deceptive and dishonest. They are essentially taking advantage of customers through deliberate omissions.
  
  Regards,
  
  ***************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for CleanChoice Energy at a good Kwh rate. Since then they have increased this rate over time. On 5/2022 it was 16.9 kHz which was twice the normal rate for the same service. Since then it is now up to 25.3 which is far above the normal rate for the same service. Normal rate is around 9.0 I am elderly and didn't understand what they were doing. My daughter looked at my bill this month when I told her it was over $800 for one month. I live in a small home so this is far above what it should be. I canceled CleanChoice Energy today but their customer service pretty much said you are out of luck. The fixed rate turned to variable and they could charge a variable rate that they choose.

  

  Business response

  05/22/2023

  May 21, 2023

  Dear BBB Staff:

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******** of *** ******* ****, Waynesburg, PA *****. The complaint report states that *** ******** is upset about receiving a CleanChoice invoice of over $800 for one month.

  According to our records, *** ******** was not issued an invoice for CleanChoice charges of $800 or more during any month he was enrolled with CleanChoice as his electric supplier. Our records indicate that his average invoice was $210.
  

  Upon receipt of this complaint, a supervisor from CleanChoice Energy reached out to *** ******** on two occasions but was not able to reach *** ********. 
  

  We encourage *** ******** to reach out to our CleanChoice Customer Experience team at ###-###-#### to help resolve his concerns with pricing.
  

  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: complaintsupport@cleanchoiceenergy.com.
  
  Respectfully,
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July of 2020, I received a letter in the mail that had a tear off portion to return to Clean Choice Energy. There was no additional information given in regards to how much it would cost and that it would actually cost 2.5 times more per kilowatt than using electricity from *****. I thought that I was sending it back and would receive more information in the mail about how the program worked. So, I had been signed up to receive electricity from the company but, again, I did not know there was a price difference and was being charged through ***** much more each month for this electricity. I also never received any more information in the mail following this tear off sheet so I actually didn't' realize that I had been signed up. It was not reflected on my bill because we had been on a budget plan, and then after some time, I noticed my electric bill had been adjusted to $593 a month! We were originally paying between $200-$250 a month and this was within our budget. After I noticed the change in bill, I contacted ***** about how much our electricity & was told that we were using more electricity. After some more time, I called again and was told that I had been getting my electricity from Clean Choice and that the price was different- 2.5x higher than ***** electricity. I immediately switched back to ***** electricity. We now owe this company thousands of dollars. I called to complain and was told that they had sent out the billing information a while ago and I told them I never got that information. If I had seen how much more it would have cost my family for their electricity, I never would have sent back that paper. I thought it was some kind of incentive program. They offered me a git card of $161, which for me is not helpful at all. My husband and I are educators and don't make the kind of money that they want from us. I have also spoken with ***** and they have received multiple complaints about this company and suggested I file an official complaint.

  Customer response

  05/10/2023

  I learned of the issue in January 2023 once I was seeing a large bill.

  

  Business response

  08/13/2023

  August 4, 2023
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ******** ******* of ***** ******** ****, Mechanicsville, Maryland *****. The complaint report states that *** ******* thought she was sending in for more information about CleanChoice works when she mailed us a response in July of 2020.
  
  Upon receipt of this complaint, a supervisor reached out to *** ******* to attempt to resolve their concerns. The supervisor was unable to reach *** ******* even after calling the number listed on the complaint. 
  
  On March 20, 2023, CleanChoice emailed *** ******* a copy of the mail response we received from her in July of 2020. A digital copy of that mail response is also attached to this report. The mail response from *** ******* states: “I am customer of record and authorize CleanChoice Energy to enroll my address shown at left for 100% renewable energy.” The mail response form does not mention “sending more information” as noted in the complaint report.
  
  We encourage *** ******* to contact our customer experience team at ###-###-#### if she has additional questions or concerns.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: complaintsupport@cleanchoiceenergy.com.
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I continue to get this renewable energy action requested mailing! I have reported them to the government already I have been fraudulently signed up for this service. I want nothing to do with this service! I received a phone call from one of the administrators promising me, I would never receive another mailing and today I got another mailing. I need this to stop! This is Harassment! I would like this company to send me a follow up letter stating that they will never send me another mailing!

  

  Business response

  05/11/2023

  May 11, 2023
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ***** ********* of ** **** ** North Caldwell, NJ *****. The complaint report states that *** ********* is upset with receiving offers from CleanChoice.
  
  Upon receipt of this complaint, CleanChoice Energy placed *** *********’s information 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: complaintsupport@cleanchoiceenergy.com.
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  04/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My electric supply was changed to Cleanchoice Energy in September 2022. I never authorized this change.

  

  Business response

  05/11/2023

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ******************* of ****************** Seekonk, MA *********.

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After originally signing with Clean Choice Energy I decided to cancel within the allotted time. I was told my agreement with them had been cancelled. A few days later I received more mail from them and called to confirm my account was terminated and I was told yes and disregard any mail I receive from them. This year I received a letter saying I agreed to a contract with them (which I did not) and they will be charging me more than the state average. I do not want my energy supplied by the this company!

  

  Business response

  05/11/2023

  According to a phone call that occurred between *********************** and a supervisor from CleanChoice on 5/5/23, CleanChoice had already resolved **. ****** concerns when she contacted our customer experience team on 4/10/23.

  Customer response

  05/18/2023

  [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

  04/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I receive mail from this company and I don't know why they are constantly sending these things demanding a response to choose their program. I cannot locate a Do Not Call/Solicit number for them. I want to be removed immediately from all correspondence from this company!

  

  Business response

  05/11/2023

  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ***************************** of *************************** Dayton, OH ******* 

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not only does GreenChoice Energy keep sending me incredibly deceptive "second attempt notices" that make it seem as if they are from my energy company, but they've started soliciting at my door. During the week of 3/27, the solicitor who came to my door was aggressive to the point where I was concerned for my safety. First, he kept telling me that the incredibly deceptive "second attempt notices" were actually from my energy company that I needed to let him help me fill out a form/survey that came with the letter. I asked him point blank if he was with **** (my company) and he responded "I'm here to help you fill out the survey you got from ****." Second, I told him 3 times that I needed to go and he kept saying that it was urgent that I fill out the survey. After the third time, I tried to start slowly closing my door and he put his hand up against the door and stopped me. That really freaked me out, so I then pretended I heard my phone ringing and told him I needed to answer it. The deceptive and predatory advertising is one thing, but physically stopping me from closing my own door is completely out of line. I'd understand if I was trying to slam it, but I was simply trying to slowly back away and close it. If this person comes to my door again I am calling the police. I have called GreenChoice Energy twice now and asked them to put me on their no contact list. I do not want anymore of their people coming to my door and they need to stop sending me these advertisements.

  

  Business response

  05/11/2023

  May 11, 2023

  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ******* ******* of *** * *** *** Highland Park, NJ *****. The complaint report states that *** ******* is upset about receiving mailed offers from CleanChoice.
  
  Upon receipt of this complaint, we placed *** *******’s information on our do not contact list. We ask that *** *******’s to allow up to 90 days for this to take effect since we plan our mailing up to days in advance.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: complaintsupport@cleanchoiceenergy.com.
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am submitting this complaint on behalf of my 86 year old mother. CleanChoice Energy is giving her the run-around stating that they are unable to cancel her contract because they cannot locate her account. Her Eversource statement (attached) clearly states her name and account # on the statement. When she called CleanChoice for assistance, the representative (*****) asked her to send him a copy of her statement but provided her with a bogus email address. My mother's electric bill has doubled in the last month, charging her a whopping fee of $258.60 for delivery which increased her budget plan with Eversource to $444.00 per month based on the sudden jump in supply from CleanChoice.I am requesting a refund of the $258.60 or a substantial credit to bring down her budget plan with Eversource to a reasonable monthly payment and swift cancellation of her contract.

  

  Business response

  05/11/2023

  According to a phone call that occurred on 5/2/23 between CleanChoice and the customer, the customer was contacting the ******************** to dismiss this complaint. Please let us know if the status changes.

  

  Business response

  05/21/2023

  May 21, 2023
  
  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******** of *** ******* ******, Mattapan, MA *****. The complaint report states that it was filed by a family member who claimed CleanChoice could not locate *** ********’s account.
  
  Upon receipt of this complaint, a supervisor from CleanChoice Energy’s Customer Experience called *** ******** on May 2, 2022. During the May 2nd phone conversation, *** ******** indicated to the supervisor that she has contacted the Better Business Bureau to have this complaint dismissed.
  
  CleanChoice must have the authorization of the customer of record before cancelling an account. CleanChoice cannot cancel an account based on the request of a third party even if that third party is a family member, unless the family member is authorized on the customer’s account which is not indicated in this complaint report.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: complaintsupport@cleanchoiceenergy.com.
  
  Respectfully,
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company uses predatory solicitation practices. They repeatedly send me mail with "SECOND ATTEMPT" in big, bold, red letters as if this is some kind of past-due bill to try to get you to open their solicitation. They've been sending me mail like this at least monthly for years.

  

  Business response

  05/11/2023

  May 11, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** **** ********** **** ***** ** Taylor, PA *****. The complaint report states that *** ********** is upset about receiving mailed offers from CleanChoice.
  
  Upon receipt of this complaint, we placed *** **********’s information on our do not contact list. We ask that *** ********** to allow up to 90 days for this to take effect since we plan our mailing up to days in advance.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: complaintsupport@cleanchoiceenergy.com.
  
  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. ↩