ComplaintsforClearway Community Solar

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I was talked into joining Clearway, the salesman told me that Clearway was working with my town (*********, ** ) to encourage people to join Clearway as it was the best option for Lancaster residents. (It was after I signed the contract that I found out it was not true) I was also told I would receive a gift card if I referred another household that became a customer. Trusting the savings, I referred my sister who has a very limited senior citizen income. You guess it. No gift card ever arrived even after I followed up. Now my sister can't get out and it is criminal what she is going through.I have an email dated August of 2023 from Clearway indicating that they are aware of my request that I be removed as a customer. I was told it would ***********-7 months to get me out of the contract. We are now two months short of a year and I am still getting billed but no update on the status of my request.I have not paid the more recent two bills and have just been informed of my overdue account.Given the number of similar complaints, I'm hoping this can be addressed

  Business response

  06/27/2024

  Please see attached Clearway's response. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attached letter (which I emailed to Clearway on 3/11/24 as proof) has notes of when I canceled my account with ********************** on 12/8/22, who I spoke with when I canceled my account, and a confirmation of the final payment I made in order to cancel my account in the amount of $133.14 .I am requesting the removal of charges that I was billed after I closed my account on 12/8/22. Currently $51.80 which was billed after 12/26/23 (over a year later)Clearway said they have no notes of me calling and canceling my account on 12/8/22.

  Business response

  05/16/2024

  Please see attached Clearway's response. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 5/17/23 I requested this account to be canceled between the charges from Clearway and National Grid I was paying over $1000 for electricity. They then procedded to tell me it takes 6-8 months to cancel and have not produced the contract that i signed stating this. I have also sent an email every month since requesting to cancel the account. They came back saying they need to find a replacement customer first. I has now been over 8 months and I have called National Grid they can't do anything and said it only takes up to 2 weeks to cancel and they have not sent over a request yet. I am at my **** end not sure what to do next. I once again sent another email requesting cancelation. I will not call anymore because I want a paper trail.

  Business response

  02/01/2024

  Please see attached Clearway's response.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/22-9/23 they are charging me ****** for credits on my electricity bill. My electricity bill was not as high as the credits and I have never had anything installed in my apartment building to link me to the solar farm. I refuse to pay this bill because when they linked my electricity account to this ********************** farm they insisted I would not be charged I would just get credits on my bill.

  Business response

  01/04/2024

  Please see attached Clearway's response

  Customer response

  01/04/2024

   
  Complaint: 21066058
  
  I am rejecting this response because: this company had a door to door salesman who said I was just going to receive credits, but NO charges. I was very skeptical because I never had anyone from the electric company come to my door and I was reluctant to even speak with him. I also never saw these so called credits on my bill. I never received a bill until this year and when I requested they remove my name from the account they said it would take at least 6 months. I don't own the the building this "solar farm" is linked to  and I think the practices of this company are predatory. Also my electric bill has never been as high as the ones coming from this "solar farm". Even the electric company doesn't endorse this service. I do not feel like I received any benefit from this company these "savings" did nothing to help me in any way.
  
  Sincerely,
  
  *************************

  Business response

  01/16/2024

  Please see attached Clearway's response. 

  Customer response

  01/16/2024

   
  Complaint: 21066058
  
  I am rejecting this response because: how does $49 in savings equate to $700 from my utility bill *********** can't even and won't even verify these scammers)...also how would they know this if my utility bill is not linked to Clearway? I remember the "welcome call" when the door rep rushed through prompts barely explaining the intricacies of the program. He insisted that the information he provided was informational and in no way indicated that a year later I would have a bill of $651. Prior to this man showing up at my door I had no major concerns with my utility bill. I was very hesitant to engage with him, and only listened out of sympathy. I now see I was hood winked and scammed. Also the company doesn't dispute the 6 month cancellation. In my last phone communication with them I told them I do not want to be a affiliated with them and they did not want to provide a clear explanation of how to end the services. If I call my utility company today and tell them I don't want services they will immediately cut it off. This company is a SCAM and they use poor black people to trick other poor black people into getting services they do not need. I refuse to be scammed and abused in this manner. If this company was legitimate they would honor the lack of transparency in setting up the sales as a way for customers to back out. I promise you I never heard anything about their billing practices until they sent the $651 bill. I can not afford this bill and truly feel abused by this company. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am sure they provide solar energy, but my bills skyrocketed with them. It is near impossible to get out of the arrangements with them. Their customer service agents talk over you, don't listen, and I am going on month 9 of trying to get out of service with them. They will not communicate with my utility company or me clearly. They are corrupt.

  Business response

  12/20/2023

  Please see attached Clearway's response.

  Customer response

  12/20/2023

   
  Complaint: 21029672
  
  I am rejecting this response because: I filed it on behalf of my household. My wife is the account holder.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2023 Clearway Solar reached out to me regarding a past-due bill. I had not received anything from them via mail or email. They claimed they sent emails, but I never received them. I immediately told them I wanted to cancel the services and was told my request would be processed in 1-6 months. Since May I have called two other times requesting email confirmation of my cancellation request. Today I was told they cannot mail me a confirmation of my cancellation request. They once again claimed they would send me an email and when the email address was read to me I informed them again that it was not valid, they had the updated email address but claimed it was not updated in the system. I did not receive any reset links they claimed they sent me. I want this situation to end immediately. The customer service has been terrible, they lie to me consistently. Today I am speaking with **** asking that my request for the account to be cancelled be honored and for written documentation confirming such. This company has been deceitful and untrustworthy. There is nothing can say that would make me stay with them or refer them to anyone else.

  Business response

  12/21/2023

  Please see attached Clearway's response. 

  Customer response

  01/10/2024

  Hello,

   

  I missed the 5 day period to reply to my comaint.

  I would like to respond to the company. Do I have to reopen the case?

  Customer response

  01/13/2024

   
  Complaint: 21024442
  
  I am rejecting this response because: I am requesting confirmation that I requested my contract. I have not received a letter and did not find it on the portal. The same day I submitted this complaint I did speak with a reresentative who was finally able to update my email address in the system finally giving me access to the portal. While appreciate all the detail that was submitted to my complaint, I believe the  core of my concern was not answered. Now that it is ******* and I was told it would take 1-8 month to end the contract I assume this will be final payment and I can move on.

  
  Sincerely,
  
  *****************************

  Business response

  01/26/2024

  Please see attached Clearway's response and a copy of the Clearway Contract

• Initial Complaint

  11/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of Transaction : 11/7/2023 I asked the vendor to cancel their service. They're instead telling me that it will take them 6 months and will charge $200 cancellation fee unless I find a replacement customer.The reason I want to cancel is because they're exceeding the amount of energy I need as I have almost $1,200 in solar credits and would like to start dipping into these.It does not seem like Clearway Community solar wants to work with me in resolving this issue.

  Business response

  11/22/2023

  Please see attached Clearway's response

  Customer response

  11/22/2023

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the company because they sent me another bill. I called the company and the agent said maybe after the next billing cycle I would not be billed. I asked to speak to the supervisor and I never got to do it. It has been ***************************************************************** I want them to stop charging me for solar electricity. They keep billing me.

  Business response

  11/14/2023

  Please see attached Clearway's response. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered into an agreement with clearway community solar in January 2019. We were feeling OK about the service but in early 2022 noticed that our electricity bills even with this community solar partnership were increasing and wanted to cancel clearway community solar. We requested a cancellation on October 26, 2022 and were told it may take up to six months for them to find us a replacement customer. The company has what I think is a horrendous policy of requiring a customer to take a canceling customers place before they will release you from the contract. We paid our bills for another seven months, called multiple times to check in on what was happening and why it was taking so long, then we were told in July that our last bill would be in May. We were not told anything about a $600 reassignment fee. In August, we received a bill for $786 that included a $600 reassignment fee. I just called today to complain and asked them to send me in writing, proof that this would be my last bill. I do not feel I should pay the $600 fee plus the 7 months of bills I already paid after I requested termination. I read through the contract agreement and it says that to terminate it is one or the other either you pay the $600 fee OR you wait up to 6mths for them to find a new customer. They put us through both and collected money for seven months and are now charging us the fee.

  Business response

  09/21/2023

  Please see attached Clearway's response.

  Customer response

  09/25/2023

   
  Complaint: 20610833
  
  I am rejecting this response because I did know about the potential fee, but it was explained to me (and is not made clear in the contract) that I'd have to find a replacement customer OR pay a $600 fee - instead I've been paying my bill dutifully for 8 months and now I am being charged the fee. I've had many conversations with ClearWay employees over the last nine months since we began the process of terminating our contract and have been told conflicting information each time. In October, we were told it would take six months. But in March, the bills kept coming. On July 16, 2023, a ClearWay customer service person named ***** told me my final bill would be in May. He did not mention the $600 fee. The bills kept coming. 

  My last conversation was on 9/15 with a ClearWay customer service person named *******, who assured me that she would send me confirmation of our termination and a record of our conversation in writing and email. I have not received any written notice. At this point I need, in writing, that payment of the $600 fee will in fact terminate our contract with Clearway Solar. I have no trust in the company and so do will not pay this fee until the company confirms in writing that it will terminate our contract.

  
  Sincerely,
  
  *************************

  Business response

  10/03/2023

  Please see attached Clearway's response. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/18/22 I closed out my electric account with EVERSOURCE that was attached to a solar farm, unfortunately I am in the process of a divorce and the account was in my name.Left on my EVERSOURCE account was a credit of ($1,085.07), I have been communicating back and forth following the instructions from both companies what to do to have this credit applied back to an active account. It has been the most frustrating experience and feel they want me to just walk away. Supposedly the money was released on 3/17/23, both companies are pointing fingers at each other no one is stepping up to the plate.Both companies will not respond to me, my last phone conversation 8/23/23 was with a EVERSOURCE Sr. ***** ****** she gave me instructions for me to call CLEARWAY ENERGY for them to fill out a schedule Z form since they are the host. I had filled out the schedule Z form per other individual instructions (attached) but does make sense the host needs to fill it out vs **** attached documents to support my complaint, my contact with CLEARWAY is *************************** ************ (App. ID #********** she isn't returning my calls. My EVERSOURCE old ACCT #*********** and requesting the credit to be applied to my active ACCT #***********. I have paid all my bills (electric & solar) on time etc. this credit is owed back to my active account.The time I have put into this is extremely upsetting & stressful. I have never put in a complaint before, but I am beside myself and at the end of my rope. Thank you for your assistance! *********

  Business response

  09/20/2023

  Please see attached Clearway's response.

  Customer response

  09/20/2023

   
  Complaint: 20557847
  
  I am rejecting this response because there is a credit that is due back to my new account.  Question what is the purpose of the schedule Z form which transfer leftover credits to another active account.   EVERSOURCE confirm that CLEARWAY is the host and is required to fill out the form.   My attached documentation is proof of the credit on my EVERSOURCE account, the money is there only piece left is the schedule Z form to release it.

  Can the BBB confirm of the process with EVERSOURCE to make this transaction be completed?  Unfortunately, I was told that I am NOT the only customer of ********************** with this problem, somewhere there is a black hole in their process.  

  My credit is a good amount of money and I cannot just let it go.  Please help me I've spent incredible amount time on this, there has to be a way to resolve it.   Most people would add additional price on the emotional stress this has cause me I am not asking for that only what is owe back.

  Sincerely,
  
  ***************************

*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. ↩