ComplaintsforArcadia

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Arcadia marketed to me that I would be paying the solar farm for my energy bills and they would pay **** the provider. However, they charged me ALOT more than I was being charged by xcel, When I tried to cancel with them, they said it would take 3 months or more to cancel. They charged me $2 less for half the usage from one month to the next. I have called and called and they keep giving me the run around, saying that is not how the billing works and they are not charging me for my energy usage, which is what I agreed to. For example in Aug, Arcadia charged me $189.11 but only paid **** 138$ and my usage was only $34.69. I would like to get all the extra money that was charged to me returned, and I would like to have this service discontinued immediately. However it has been months since I requested the service to be discontinued and they have not done so yet.

  Customer response

  08/30/2023

  I spoke with a supervisor at Arcadia, and he was able to explain the discrepancies with how billing worked, and it appears that this was caused by **** turning on the average monthly billing option.  And I can see that the amounts I overpaid to Arcadia are credited to my **** account, so this case can be closed.

   

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Door to door salesperson. Got to part where you answer yes/no to verification questions and said no to auto pay. Told salesperson I did not want to be involved and he left saying that since I said no to the auto pay it would cancel subscription. I even respond to an email next day stating to cancel. Log into my Arcadia account that an email tells me I now have, which I do not want to find auto pay on. I said no. Predatory and a scam. I want account cancelled. I have emailed this wish the day after the salesperson visited me. How did auto pay get turned on when I said no? How did the account not get cancelled?

  Business response

  08/15/2023

  Thank you for bringing ****** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their Arcadia account enrollment and subsequent cancellation. 

  ***** signed up for Arcadia on 8/11/2023. They reached out to Arcadia Customer Support on 8/13/2023 to request cancellation, and their Arcadia account is completely closed as of 8/14/2023.

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. In some areas, enrollment in Auto-Pay with Arcadia is necessary to receive those savings. There are no sign-up or cancellation fees. The process to receive savings on their monthly utility bill is as simple as signing up with Arcadia. Once their solar project starts producing power, the member starts receiving savings. 

  Arcadia does everything it can to be clear and transparent with our customers and prospective customers, including the impact of Auto-Pay on their accounts. We are sorry to hear about ****** experience with one of our representatives and we appreciate their feedback as were always looking for more ways to improve our customer communications, as well as sign up experience. We have escalated this sales feedback to the appropriate party to investigate why their account enrollment was able to proceed despite their negative response regarding Auto-Pay during the third-party verification process.

  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

  Customer response

  08/15/2023

  [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

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8/4/23 I canceled my account in June and thought I had removed all payment info (old card on file which has been deactivated) I created a payment arrangement with RGE. Spoke with both *** and Arcadia explaining lack of income and 3 kids under 10 years old. STILL arcadia takes 400 out leaving us negative 200 after *** has already been paid. Absolutely ridiculous robbery and not a way to "save" anything.

  Business response

  08/10/2023

  Thank you for bringing ********** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their Arcadia account status and billing.

  ********* signed up for Arcadia on 1/23/2023. Their Arcadia Auto-Pay was set up on 4/28/2023 for the management of payments to ********* Gas & Electric for their monthly bills. 

  On 5/12/2023, ********* was enrolled on the *********** Community Solar project through Arcadia. Through Community Solar, ********* is set to keep 5% of the total value generated by their spot on the Community Solar project. The remaining 95% is owed to the Community Solar farm for project operation costs and is thus billed through their Arcadia statements. 

  They requested their Arcadia account cancellation on 5/18/2023. There is a 90 day cancellation period for Community Solar in New York, which is the time it takes for the solar developer and utility company to fully process a customers un-enrollment from a Community Solar project. This timeline accounts for each accounts specific billing cycle, as well as the amount of time it takes for the utility to cease applying solar savings to a customers account. 

  *********s Arcadia statement in question was a higher value than usual due to two factors. First, their budget billing amount owed to ********* Gas & Electric increased from $74.00 to $169.00. This means that the amount due on a monthly basis to their utility is higher than they are accustomed to. This is the result of the total account balance with ********* Gas & Electric increasing such that in order to be paid, they need to charge their customer more on a monthly basis. This payment is managed through Arcadia Auto-Pay, but the budget billing value owed is determined by ********* Gas & Electric, not Arcadia. Second, their July 2023 ********* Gas & Electric bill included two months worth of charges, doubling the amount being charged. 

  On 5/6/2023, we sent an email to ********* which was opened on the same day. In that message, we proactively recommended that they turn off budget billing with ********* Gas & Electric to optimize their Community Solar billing experience. In that email we stated, We're working on connecting you to a community solar farm. Before we do, we recommend that you turn off your budget billing plan with ********* Gas & Electric. Otherwise, your power bill will double until your utility adjusts the fixed amount you pay.

  This is because through Community Solar, the 95% portion of the total Community Solar savings amount generated is owed to the Community Solar developer. This is charged on top of a budget billing amount owed to ********* Gas & Electric as they include the total *********************** amount to reduce *********s total account balance, but not the monthly amount due. After this communication, it appears that ********* still remained enrolled in budget billing with ********* Gas & Electric. 

  As a gesture of goodwill, Arcadia has closed their account on 8/8/2023, in advance of the standard 90 day cancellation period. Their bill payments can be managed with ********* Gas & Electric directly going forward.

  Should ********* or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  arcadia solar has visited my residence multiple times in the last 2 months and every time they are rude and pushy after they are told politely that we are all set. The last occurrence was on 8/7/2023 at around 12:15pm. while my wife was home alone she replied with "no we are all set". The employee did not provide any identification other than he worked for the company . Then the employee was rude to her and would not leave the residence with out making gestures. it is also to be noted that while the conversation was occurring my wife got an uneasy feeling from this person and felt very uncomfortable.

  Business response

  08/10/2023

  Thank you for bringing ***** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their experience with Arcadia direct sales representatives.

  Arcadia currently has representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. There are no sign-up or cancellation fees. The process to receive savings on their monthly utility bill is as simple as signing up with Arcadia. Once their solar project starts producing power, the member starts receiving savings. 

  Arcadia does everything it can to be clear and transparent with our customers and prospective customers. We are sorry to hear about their experience with our representatives and we appreciate their feedback as were always looking for more ways to improve. We have escalated this sales feedback to the appropriate party for quality assurance purposes and to ensure that there is no further contact.

  Should **** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Overcharged for solar credits on my Arcadia Solar Account. See letter attached. According to the ***** participant consumer disclosure form for ****, Arcadia will calculate the initial subscription size to generate bill credits no greater than my estimated annual electricity cost. They have charged me from December 22 to July 23 346.27 over my ********** charges. The marketing promise is that we would receive 10% discount from our electric bills, not pay more. According to the Massachusetts Consumer Protection Law, this is false advertising and/or a bait and switch tactic, hidden in tiny tiny details. That is false representation. I am therefore asking for any current and future reimbursement for overpayment of my electric bill and am asking for IMMEDIATE cancellation so that I do not get charged MORE for my electricity rather than 10% less.

  Business response

  08/02/2023

  Thank you for bringing ****** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their Arcadia Community Solar enrollment.

  ***** signed up for Arcadia on 5/18/2022. They completed their Arcadia Auto-Pay enrollment on 5/24/2022 for the automatic management of their ********** bill payments. Then, Arcadia worked to enroll them in Community Solar for savings on their account. They were enrolled on the ********* Community Solar farm on 11/28/2022 but did not start receiving the savings credits generated by the project until 4/27/2023. 

  On *****'s ********** bills, they receive an AOBC Transfer Credit which is the total Community Solar production value that ********** has been able to apply to their bill. Their Community Solar subscription size was determined in kWh terms based on their annualized kWh usage information. This means that the savings generated over an annual period should be close to their actual usage. Through Community Solar, ***** keeps a 10% portion of the total savings value generated as their savings.

  Because of the initial delay of ********* applying their credits to their monthly billing, ***** has received multiple months' worth of solar production credits at once, 90% of which are still owed back to the Community Solar farm for project maintenance and operation costs even though they are higher values than anticipated on a monthly basis. When this happens, any remaining credit balance with ********** is theirs to keep to reduce future usage charges until used in full. 

  The total savings credit applied to their ********* bill is always higher than a scheduled Arcadia charge owed to the Community Solar farm as it is always 90% of that value. Their resulting account credit balance will help to cover their ********** charges going forward. As their Arcadia enrollment has resulted in a credit in their favor instead of an extra charge, there has not been an overcharge.

  As requested, their Arcadia account was canceled in advance of the standard 180 day cancellation period on 7/31/2023 as a special case. Arcadia Customer Support has been in contact with ***** to answer any ongoing questions after an explanation of their billing and account cancellation.

  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

  Customer response

  08/07/2023

  [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

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  These people have shown up SEVERAL times, after being told per the landlord that they are trespassing on private property. Today, one of their people YANKED open the screen door that I keep locked and had the nerve to catch an attitude when I refused to show her my energy bill. She said "well someone will be back in 4 to 6 months and eventually you'll have to show someone your bill." I dont appreciate being threatened for protecting my privacy.

  Business response

  07/25/2023

  Thank you for bringing ********* complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their interaction with Arcadia in-person sales representatives.

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. There are no sign-up or cancellation fees. The process to receive savings on their monthly utility bill is as simple as signing up with Arcadia. Once their solar project starts producing power, the member starts receiving savings. 

  Arcadia does everything it can to be clear and transparent with our members and prospective members. We are sorry to hear about their experience with our representatives and we appreciate their feedback as were always looking for more ways to improve our member communications, as well as sign up experience. We have escalated this sales feedback to the appropriate party as this behavior is not aligned with Arcadia standards.

  Should ******** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.
  

  
  

  Customer response

  07/27/2023

  [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: If I say "no Im not interested" or " no Im not showing a stranger my bill" they need to respect that and to leave NOT  get an attitude with me and try to bully me into signing up. And there is a sign clearly marked at the entrance saying "no soliciting" and "no trespassing." The next time your associates show up at my door and try to get me to sign up, Im calling the police. 
  
  Regards,
  
  *******************************
  

  Business response

  07/28/2023

  Thank you for bringing ********* response to our attention. We completely appreciate their persisting concerns surrounding their account and hope that we are able to shed some light on them.

  We have escalated this feedback to the appropriate party so that the necessary actions can be taken to correct this experience going forward. With the information provided by ********, we are able to determine the specific agents who came to their home and behaved in this manner. Additionally, we can add ******** to our do no knock list to prevent future interactions with Arcadia sales representatives. Representatives are expected to behave in a professional manner and should obey requests regarding solicitation. 

  Should ******** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

  Customer response

  08/02/2023

  [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

  07/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Solicitor trespassed on property with visible signage on entry stating trespass is prohibited.Solicitor misrepresented their business as government affiliated and not a private entity.Individual solicited the sale of a service that was deceiving and could not clearly convey their Intention or interest.Individual attempted to gather sensitive and private information without contract or disclosure.Individual did not register a canvassing agreement with the city (confirmed with police precinct).Employee was deceptive, trespassed and misrepresented themself as an employee or contracted individual of the government/municipality.

  Business response

  07/25/2023

  Thank you for bringing ***** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their interaction with an in-person sales representative. 

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. There are no sign-up or cancellation fees. The process to receive savings on their monthly utility bill is as simple as signing up with Arcadia. Once their solar project starts producing power, the member starts receiving savings. 

  Arcadia does everything it can to be clear and transparent with our members and prospective members. We are sorry to hear about their experience with one of our representatives and we appreciate their feedback as were always looking for more ways to improve our member communications, as well as sign up experience. We have escalated this sales feedback to the appropriate party.
  
  Should **** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, two representatives from Arcadia knocked on my front door and told me that the governor of NJ had passed something saying that ********************** had overcharged their customers over the last few years and that customers were entitled to a "rebate" for overpayment; they said I needed to sign up with them today to get the rebate I was entitled to, which immediately sounded suspicious. If ** ******** overcharged me and owes me money back, why would I need to register with a third party to get the refund? They pressured me to show them my most recent electric bill saying that I had "already missed the deadline," "we only have about 20 spots left," and "you need to register today to get this benefit." They acted as if they were sent by the state to make sure everyone received the refund they were entitled to, but then said I'd only qualify if I had a certain kw usage none of which makes sense if I'm getting a refund for overpayment like they claimed. The whole thing wasn't adding up, so I figured maybe they were trying to sell a switch to solar energy supply. That's the only thing I could think of where someone would come door-to-door saying they're partnered w/ ** ******** and trying to get me to sign up. I asked them straightforwardly if they were trying to get me to sign up to switch my electric to solar; they flat out said no, absolutely not, they were DEFINITELY not trying to get me to switch to solar power. A quick ****** search and call to ** ******** confirmed it was exactly what I thought--trying to sign me up for solar. I'm not even opposed to switching to solar supply, but these representatives flat out lied to my face when I asked them a simple straightforward question about what they were trying to actually get me to sign-up for. This is completely unacceptable and this company needs to be held accountable. There is no excuse for these kind of shady sales tactics.

  Business response

  07/25/2023

  Thank you for bringing ******** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their interaction with Arcadia in-person sales representatives. 

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. There are no sign-up or cancellation fees. The process to receive savings on their monthly utility bill is as simple as signing up with Arcadia. Once their solar project starts producing power, the member starts receiving savings. 

  Arcadia does everything it can to be clear and transparent with our members and prospective members. We are sorry to hear about their experience with our representatives and we appreciate their feedback as were always looking for more ways to improve our member communications, as well as sign up experience. We have escalated this sales feedback to the appropriate party as this behavior is not in line with our expectations.

  Should ******* or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi,I just received (statements attached) my latest bill from Arcadia Energy and it's more than 4 times higher than last months bill. My usage is approximately 55 kWh less than the previous bill. This is ridiculous, as far as I'm concerned and is either a rip-off or a huge mistake. My previous bill was approximately $99 and this bill is $389. I don't get it? I'm retired, on a fixed income, live alone, single person. I'd like a statement credit for the difference in the kWh that I should actually be charged for. Please see statements attached that represent my complaint. Thank you ~ ***************************

  Business response

  07/21/2023

  Thank you for bringing ****** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their Arcadia statement issued in July 2023. 

  ***** started their sign up for Arcadia on 1/8/2020 and completed their Arcadia Auto-Pay enrollment on 4/22/2022. They received a $75 sign up credit which applied to their Arcadia statements to reduce their total charges until used in full. 

  Through Arcadia Auto-Pay, *****'s ********** bills are set to be delivered to Arcadia each month. Once they are received, Arcadia issues a corresponding monthly statement. Arcadia then manages a payment withdrawal three days later to pay to Eversource. 

  ***** enrolled in Arcadia Community Solar on the ********* Community Solar project on 11/28/2022. They started receiving the savings credits generated from the project on 5/4/2023.

  Through Community Solar with Arcadia, ***** keeps a 10% portion of the Community Solar savings value generated by the project. The remaining 90% of the Community Solar savings is owed to the Community Solar developer for project operation costs and is thus billed through Arcadia on *****'s monthly Arcadia statements. 

  When there is a delay of several months between enrollment on a Community Solar project and the application of those associated savings to a customers utility account, this can cause a situation where ********** would apply a Community Solar savings credit to a customers bill for multiple months worth of solar production. 

  On their July 2023 ********** bill, ***** will find a -$432.95 AOBC Transfer Credit total. This credit is in excess of their usage charges ($124.75). When a Community Solar credit applies to a utility account and results in an excess credit balance, that balance carries over to reduce future utility bills until used in full to cover their usage charges. 

  Originally, ****** July Arcadia statement was issued to bill them for 90% of the total AOBC Transfer Credit amount. After they reached out to Arcadia Customer Support, a billing solution was applied through which ***** would only ever be billed for 90% a Community Solar credit equal to or less than their monthly usage charges. Any unapplied Community Solar credit would carry over in terms of Arcadia accounting for use on future Arcadia statements. As a result, their July 2023 Arcadia statement was reissued with only $124.75 of the total AOBC Transfer Credit applied. They were only charged for $112.28 through Arcadia as a result. 

  Going forward, all of *****s Arcadia statements will be issued in the same manner so they can rest assured that they will not be billed in excess of their usage charges on a monthly basis. Any resulting credit balance with ********** is still theirs to keep over time. 

  Should ***** or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  they're aggressive sales tactics they came back twice and became very belligerent. After we told them twice we weren't interested in the please leave the property.

  Business response

  07/13/2023

  Thank you for bringing ******** complaint to our attention. We completely appreciate their concerns surrounding their account and hope that we are able to shed some light on their experience with Arcadia sales representatives. 

  ******* has not established an Arcadia account nor will one be created without any action taken by *******. We have escalated this sales feedback to the appropriate party. ******* will be on a do not knock list going forward.

  Arcadia currently has active representatives on the ground in states around the U.S. where homeowners are eligible for Community Solar. Each state has its own program and each member that signs up with Arcadia in these eligible areas has the opportunity to receive savings on their monthly utility bill. There are no sign-up or cancellation fees. The process to receive savings on their monthly utility bill is as simple as signing up with Arcadia. Once their solar project starts producing power, the member starts receiving savings. 

  Arcadia does everything it can to be clear and transparent with our members and prospective members. We are sorry to hear about their experience with one of our representatives and we appreciate their feedback as were always looking for more ways to improve our member communications, as well as sign up experience. 

  Should ******* or the Better Business Bureau wish to discuss this further, we can be reached at [email protected] or call us at ************** between 9am and 7pm EST, Mondays through Fridays.

*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. ↩