ComplaintsforCleanChoice Energy Inc

• Initial Complaint

  03/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received this marketing letter through the mail. This is clearly an attempt to market a letter as a missed bill from Utility company **** ****. Absolutely no information on the first page regarding this cost or really even they are selling you a product except for "this is a solicitation..." in small print. This increased my anxiety thinking we had missed a billing payment and is likely to scam others into switching their energy supplier unknowingly.

  

  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 *** ***** ** Boalsburg, 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 *** ****** 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:

  Product Issues

  Status:

  Answered

  More info

  I am writing with regard to my CleanChoice Energy electrical service at *******************, Peru, NY ******. In recent months, my energy bills process through ***** have been escalating on a vacant home. After contacting CleanChoice in January 2023, I was informed that CleanChoice, without ever consulting this senior citizen, took it upon themselves to take me off a lower cost budgeted plan for electricity and were charging me at a rate of 35.8 cents per kw hour. After complaining that I had never asked or consented to the increase, I was given a rate of 9.9 cents per kw hour and sent a $50 gift card for my inconvenience. Now that I have had time to receive a new bill at the lower rate, it is clear that a $50 gift card isn't even close to the overages I was being charged. I demand nothing less than a month by month accounting since the time my rate was raised, and a refund of all dollars overpaid. It is grossly negligent to make changes to billing for people on fixed income without their consent. I have had to change and forfeit other services just to accommodate this greedy maneuver. All seniors need to watch out for CleanChoice!

  

  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. **** ******** of ** ******* ****, Peru NY *****. The complaint report states that *** ***** is upset about being removed from her budget plan and is upset about an increase in her invoice.
  
  Our review shows that *** **** signed up by calling our contact center team on 12/28/2020.
  
  Upon receipt of this complaint, a supervisor reached out several times to *** ****s via phone and email to help try to analyze what caused *** ****s’ electric to become unaffordable after being supplied by CleanChoice for three years. The supervisor was not able to reach *** ****s, but we encourage her to return our supervisor’s call so that we can resolve her 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

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have received repeated physical mailings from CleanChoice Energy at the name and address associated with this complaint. Despite multiple attempts, I am unable to remove myself from CleanChoice Energy's mailing list. Please remove me from receiving all communications from them.

  

  Business response

  04/21/2023

  April 21, 2023
  
  Dear BBB Staff:
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** *** ****** of ** ******** *** Apt * Revere, MA *****. The complaint report states *** ****** is requesting to be placed on our do not contact and do not solicit lists.
  Upon receipt of this complaint, CleanChoice added *** ******’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect since CleanChoice plans its marketing campaigns 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

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  these people take after the elderly. they are costing me a fortune with their junk mail. they are polluting the environment with their junk mail and to be honest my gas and electric are way under $40/mo and most of that is hookup charges. im elderly, i can't really afford gas and electric and these people owe me hundreds of dollars and keep sending me junk mail which i have to drag upstairs and then drag down to the recycler. and last piece of junk mail from clean choice i tripped and fell and lost my job because i was hurt. and they still owe me hundreds of dollars and they keep sending me more junk mail. i started taking my name off the envelope and just leaving it. i'm too old for this. i would never use these people again

  

  Business response

  04/16/2023

  April 16, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ****** ***** of * ********* ** Swedesboro, NJ *****. The complaint report states *** ***** is requesting to be placed on our do not contact and do not solicit lists.
  
  Upon receipt of this complaint, CleanChoice added *** *****’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect since CleanChoice plans its marketing campaigns in advance.
  
  Our records indicate that *** ***** has never contacted CleanChoice in the past to request we not contact her. CleanChoice has never serviced ****** ***** or * ********* ** Swedesboro, NJ *****.
  
  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

  04/18/2023

  [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:  All Clean Choice does is lie.  Not only do they continue to mailings but I guess BBB gave them my email address and now they are emailing me as well as slow mailing me.  They will not stop.  it is harassment at this point.  AND I DID NOT MAKE A COMPLAINT TO THE BBB JUST SO CLEAN CHOICE WOULD BE ABLE TO HARASS ME THROUGH MY EMAIL ALSO.  THESE PEOPLE ARE NOT TO BE TRUSTED.  BBB SENDS THEM ME EMAIL ADDRESS AND THEY PROBABLY SOLD IT TO HALF THE WORLD BY NOW.
  
  Regards,
  
  ***********************
  

  

  Business response

  04/24/2023

  We can assure everyone that we did not sell ****************** email address, or any of her information. Upon receipt of this complaint, CleanChoice added **. ****** information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect since CleanChoice plans its marketing campaigns in advance. ************** can also click unsubscribe to any wanted unwanted emails she may receive.
  
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have begun to receive notices via United States Postal Service to get me to subscribe to CleanChoice Energy . Through very reputable companies, I signed up to not receive junk mail ; as a result, my mailbox has been clutter free for over a year, now this. I just want to be LEFT ALONE by this company. I contacted the company and feel as though my complaint was not taken seriously. I feel as though I am being harassed. I just want the junk mail from CleanChoice Energy to stop. I am and never will be interested in using the services of said company.

  

  Business response

  04/15/2023

  April 15, 2023
  
  Dear BBB Staff:
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ****** ******* of **** ****** **** Middletown, OH *****. *** ******* was concerned with this his enrollment with our Clean Commute subscription.
  Upon receipt of this complaint during a phone call on March 14, 2023, CleanChoice added *** *******’s information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect since CleanChoice plans its marketing campaigns 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
  
  

  Customer response

  04/18/2023

  [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

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While shopping at *** ************** in December, I was approached by a woman with a *** badge, a tablet and an offer for a $50 *** gift card. She was representing Clean Choice Energy and asked if I would like to hear about it. I begrudgingly paused my shopping to listen. It sounded legitimate, with *** backing it, and the monthly energy supplier price I was quoted was pretty close to what I currently paid on my *** budget plan. She assured me the 1st months bill would only be $69.99, after which my quoted price plan would begin. Well, I have been paying Clean Choice Energy, but they havent been paying ***. Now I am behind on my power bill, I owe $1400 to ***, and CCE has approx $1000 of my money.

  

  Business response

  04/15/2023

  April 15, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ******* ******* of **** ********* ** Hampstead, MD *****. *** ******* was concerned with her community solar subscription.
  
  Our records indicate that Ms. Meadows received $968.62 worth of community solar credits that reduced her **** electricity bill by $968.62. CleanChoice Energy billed *** ******* $880.56 resulting in $88.06 in savings. CleanChoice Energy refunded *** ******* $315.95 on 1/27/23, which was an extra payment made on top of the $880.56 that was billed.
  
  Upon receipt of this complaint, a supervisor from CleanChoice contacted *** ******* by phone on April 11, 2023, and April 14, 2023, but was unsuccessful in reaching *** *******. CleanChoice would like to work directly with *** ******* to resolve her concerns. *** ******* may contact CleanChoice’s Customer Experience Team at 1 - 800 - 218 - 0113 Monday through Friday between 9 and 6 pm EST.
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been stealing my money for almost three years for a product I have not been ordering. They claim that I am still subscribed to their 15 dollar per month clean commute subscription but can provide me no evidence that I am. Meanwhile, I have provided them evidence that when I was subscribed previously, I would receive a monthly receipt and order confirmation. I have not received one of these since May 2020, which is about the time I recall ending my subscription with them. Every phone call with them somebody needs to check with their supervisor. I doubt they ever do. They told me it would take 3 days to resolve and it has been more than 3 weeks. I have provided a screenshot from the last receipt/order confirmation I have received from them, which was in May 2020. I have also provided a screenshot of my inbox showing that I have not received a receipt since 2020 (note, the item on the top, which shows a Feb 17 date, is because I forwarded that email to Clean Choice Energy on Feb 17 as proof of the last time I had ordered the product.

  

  Business response

  04/10/2023

  April 10, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by *** ***** ******* of *** ************ *** NE, Washington, DC *****. **. ******* was concerned with this his enrollment with our Clean Commute subscription.
  
  Upon receipt of this complaint, a supervisor from CleanChoice contacted ***** *******. The supervisor explained that *** ******* was enrolled in our Clean Commute subscription because a credit card was provided to us on our website. The supervisor issued a refund for charges as a show of good faith effective 5-10 business days from the date of the call (4/5/23) We believe this response brings this matter to a mutually satisfactory resolution.
  
  If additional information is needed, please contact complaintsupport@cleanchoiceenergy.com.
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm writing to follow up on a complaint I filed against Clean Choice Energy (complaint number ****** with the **********************************). The summation of this complaint was: I tried CleanChoice Energy in the fall of 2022, and shortly after my electricity bills skyrocketed in price. The bills went from on average $200 to approximately $500, and then to the most recent bill of $943. When I called immediately to ask them about this, they first told me to take it up with *****. I told them I had called Pepco, in fact, who told me CleanChoice was the reason for the new higher cost, and I needed to ask them. When I stated this, CleanChoice told me the costs were due to "supply charges." I asked what this meant, as I never had anyone come out to my property to install anything, or anything of the sort. They would not tell me. Instead they said, "they are supply charges."Obviously this began to seem like a scam, so I asked for my CleanChoice account to be closed immediately and that I would be sticking with ***** as the sole provider. The representative proceeded to tell me I was polluting the environment, I am responsible for toxic air pollution.. This was after she thanked me for my military service in a sarcastic tone. She then closed my account and told me it was closed, gave me a confirmation number, and I hung up. The next month I received a bill from CleanChoice for $943, which had already been deducted from my checking account. Not only had they not canceled my account, they had also not canceled my automatic payments associated with that account. I filed a complaint with the ******** ************************** A few weeks later I received a call from CleanChoice Energy. There was no apology but rather only that they were aware of my complaint and instead of the refund I demanded, they said they would send me a **** gift card. I said fine. I still have not received this. I am sincerely asking for your help before I escalate this issue further.

  

  Business response

  03/28/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the complaint filed by ********************************* regarding a refund offered by CleanChoice in response to her complaint.
  According to our records, the refund of $459.96 was originally issued to ****************** in the form of a digital gift card on February 10, 2023. The digital gift card was sent to **. ******** email address - ***********************************.
  Upon receipt of **. ******** BBB complaint, CleanChoice issued the refund again, which was also sent to her email address in the form of a digital gift card. We hope this response brings this matter to a mutually satisfactory resolution. If ****************** has any additional questions or concerns, she may contact us at **************.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was contacted via email on 2/21 with a bill for a service I NEVER signed up for. The energy company is claiming I home them 95+ dollars for November to now. I have a different energy service, a bill I pay ever month. I did not switch services. I did speak to a sales rep on 11/13, but I did not sign anything nor sign up for services. I emailed the company telling them this, and they responded by saying I could pay a 200 dollar fee to terminate services. I was never receiving services to begin with! The sent me a copy of a contract and other documents that have a scrawled electronic signature on it that is not mine. I told them I will file this complain, blast this around the neighborhood, and cannot and will not pay this bill - I will contact a lawyer if necessary, but do not have the funds. I did not agree to this, sign up for this, nor do I have the money. I already sent the company multiple emails. I can provide the documents they sent me if necessary.

  

  Business response

  03/27/2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ******************************* of **********************, Cambridge, MD **********. **. ******* complaint concerns her community solar subscription. CleanChoice has reviewed **. ******* account, and we provide the following information in response thereto.
  
  According to our records, **************** was solicited by a door-to-door sales agent with a CleanChoice third-party vendor on November 13, 2022. After a conversation with the sales agent, CleanChoice sent **************** a community solar subscription agreement to her email address - ********************* which we note is the same address provided in the complaint - through ********, which is the electronic signature platform used by CleanChoice to allow consumers to review, sign and save the subscription agreement.
  
  **************** consented to CleanChoices community solar subscription program by electronically signing the agreement confirming her understanding and acceptance of the terms and conditions. **************** also confirmed her understanding that an Early Termination Fee (ETF) of $200.00 may be assessed if she cancels her agreement prior to the end of the term unless she provides a ninety (90) day notice.
  
  Once **************** signed the agreement, an executed copy was emailed to her via DocuSign. A copy of the community solar subscription agreement dated November 13, 2022 is attached to this response for your reference.
  
  On February 22, 2023, **************** contacted CleanChoice via email disputing her community solar bill of $92.54 for the solar energy credits from November 22, 2022 to December 20, 2022. CleanChoice responded to **************** email and sent her a copy of her community solar subscription agreement for her reference. Additionally, CleanChoice advised **************** that she could provide a ninety-day notice of her cancellation to avoid the ETF. **************** replied to CleanChoice and provided a ninety-day notice of her cancellation request, thus avoiding the ETF.
  
  We note that from October 25, 2022 to December 20, 2022, **************** received a total of $102.82 in solar credits on her utility bill and paid CleanChoice $0.00 for those credits. **************** has therefore paid $102.82 less on her utility bills as a result of her CleanChoice community solar subscription. 
  
  On February 27, 2023, a CleanChoice customer experience supervisor emailed **************** and advised her that CleanChoice cancelled her community solar subscription and all outstanding charges, including the early termination fee, thus closing the account with a zero balance. 
  
  Upon receipt of this complaint, CleanChoice has attempted to contact **************** to advise her that we have agreed to cancel all charges on her account; however, we have been unsuccessful. CleanChoice has added **. ******* information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We hope this response brings this matter to a mutually satisfactory resolution.
  
  Attached to this response are the following documents for you reference:
  
  ?**. ******* community solar subscription agreement dated November 13, 2022
  
  If additional information is needed, please contact complaintsupport@cleanchoiceenergy.com.
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a letter stating that my electric provider had been changed to CleanChoice Energy. I NEVER authorized a change in my service. I called CleanChoice and spoke to a representative and was told that the ID number I gave them was showing up as a different customer in their system. I would like an investigation into how my number is associated with someone other than me. The representative said they would close the account but it would take 4 days to do that. I will not be paying higher rates during any delay in changing back to my original company which is BGE. I would like a response on how this supposedly happened and confirmation that there is NO CleanChoice Energy account connected to me or my energy number.

  

  Business response

  03/27/2023

  Dear BBB Staff:
  Please accept this letter as CleanChoice Energys (CleanChoice) official response to the above-mentioned complaint filed by ******************************* regarding his enrollment for CleanChoice energy supply service.
  According to our records, ************** called us on February 16, 2023 to cancel the account claiming that he did not authorize the enrollment of his electric account for CleanChoice supply service. The CleanChoice customer experience agent submitted a cancellation request to the local utility, which they accepted with a service end date of February 22, 2023.
  Upon receipt of this complaint, CleanChoice identified that another customer provided **. ****** utility account number and enrolled the account in error. A CleanChoice customer experience supervisor contacted ************** to explain the issue and confirm that the account was returned to the default supply service effective February 22, 2023. Additionally, the supervisor issued a refund of $20.20, which is equivalent to the total supply charges assessed for CleanChoice supply service.
  CleanChoice has added **. ****** information to its do not contact and do not solicit lists, which may take up to ninety (90) days to take effect. We believe this response brings this matter to a mutually satisfactory resolution.

*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. ↩