Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed Clean Choice Energy on my bills but i never made that choice. The phone calls i made did not resolve the problem. I need help getting this resolve.

  Customer Answer

  Date: 09/12/2023

  Here are scans of the requested documents.

  

  Business Response

  Date: 10/03/2023

  CleanChoice has made four calls and sent three emails to attempt to reach ************** to resolve this complaint, but we were unsuccessful.

  The complaint report claims that ************** did not authorize the enrollment with CleanChoice. However, our records indicate that the ************** signed up for CleanChoice via a direct mail response that included her signature and her utility account number. That direct mail response is attached to this report. 

  We believe that providing proof of enrollment brings this matter to a satisfactory resolution. However, we encourage ************** to reach out to us at ************ if she still has additional questions or concerns.

• Initial Complaint

  Date:08/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** started sending bills WITH a Clean Choice option included in envelope. As someone interested in not perpetuating the destruction of the world, I opted in. Apparently, this clean choice option isn't vetted as actually CLEAN energy and it's a third party company that is unaffiliated with ***** with variable rates to include TRIPLING (price gouging) rates in a matter of months. Our small family with a townhouse in DC suddenly pinged with energy bills in the $500 range when even last year, they were less than half of that. Astonishingly disingenuous and both ***** and Cleanchoice are in cahoots regarding this atrocity. Should be illegal.

  

  Business Response

  Date: 09/20/2023

  September 20, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ***** ****** of **** ******** ****** NE, Washington DC *****. The complaint report states that *** ****** believe we our solicitation with her ***** invoice.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ****** was unable to come to a resolution.
  
  CleanChoice Energy does not and has not ever included our offers with a ***** invoice. Nor did we bill this customer $500 as the complaint report states.
  
  As a show of good faith only, our supervisor offered *** ****** a credit on her account. *** ****** declined this credit. However, the offer remains open to *** ******.
  
  We believe the credit offered in good faith is a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs
  

  Customer Answer

  Date: 09/25/2023

  [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:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received several unsolicited mail advertisements from CleanChoice Energy over several months advertising 100% renewable energy at similar rates as the standard energy supplier for my energy company, Eversource. The advertised energy supply rates from CleanChoice were around 0.17 / kWh in these mailers. The actual rate charged to me over the past two months that CleanChoice has been my energy supplier was 0.269 / kWh, which has resulted in an unanticipated increase in my electricity bill. Additionally, my electricity usage has spiked over the past two months that CleanChoice has been my supplier. I have not increased my energy usage over these two months to the best of my awareness, yet my energy bill has more than tripled in the two months that CleanChoice has been my energy supplier. After doing research on the company, I found many other customers who have had similar experiences as me, citing unannounced rate increases from CleanChoice and massive increases in their electric bills. I have also explored other electricity suppliers contracted with Eversource and several other companies offer 100% renewable energy supply but at significantly lower rates than CleanChoice, which makes me question why CleanChoice charges so much more that these other clean energy suppliers. I am inquiring with Eversource to determine why my energy usage has increased without any apparent increase in usage on my part, but I would also like CleanChoice to refund me for my past two billing cycles which as amounted to $929.25 and explain to me how they calculate my energy usage. I also would like to warn other consumers away from using CleanChoice, as it seems they prey upon environmentally-conscious consumers and charge unreasonably high electric rates.

  

  Business Response

  Date: 09/11/2023

  On 9.8.23 a supervisor from CleanChoice Energy contact **************** regarding her concerns. The supervisor was able to explain billing and answer her billing questions. The supervisor was also able to resolve all of her concerns. We believe that this bring this matter to a mutually beneficial resolution.

  Customer Answer

  Date: 09/14/2023

  [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

  Date:08/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was supose to get a reward card for 75 and never got it i have called and called i keep getting a run arount i have been a coustame from june 2023 untill aug 2023 i wand the 75 rewardes card

  

  Business Response

  Date: 09/11/2023

  ************************* signup gift card was emailed to him on 8/24/23 to the email address of ********************* We believe that this brings this matter to a mutually satisfactory close.

  Customer Answer

  Date: 09/12/2023

  [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: I never received it

  Regards,
  
  *********************

  

  Business Response

  Date: 09/21/2023

  The vendor that we use to fulfill gift cards named ****** ***** confirmed that this customer received and used the $250 gift card.

  Customer Answer

  Date: 09/22/2023

  [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:
  
  Regards,
  
  *********************
  i never got it
  

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CleanChoice Energy does not appropriately honor do not contact requests. Multiple requests/inquiries are ignored, and most of the mechanisms by which you can request to be added to their do not contact requests are faulty.

  

  Business Response

  Date: 08/28/2023

  August 28, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ***** *** of **** **** ** NW Apt. *** Washington, DC *****. The complaint report states that *** *** requests to be added to our do not contact and do not solicit lists.
  
  Upon receipt of this complaint on 9/22/23, a supervisor from CleanChoice Energy placed the information listed in the report for *** *** on our do not contact and do not solicit lists.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  Date:08/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/3 I spoke on the phone with Clean Choice Energy 1-800-815-7599 to switch from a varying monthly market rate for my electricity supply to a 12mo fixed rate of ¢0.08/kWh.They informed me the new rate would go into effect 7/7 & the following week I received a 3-page contract in the mail, noting the rate change.On 7/27 I received my **** bill for service 6/20-7/18.The bill was extremely high, almost $400.I called **** to see why it was outrageously high & they instructed me to call the supplier,Clean Choice Energy. Clean Choice Energy charged ¢0.25/kWh for the entire service period, when the rate should have been adjusted halfway through to reflect the new contract.I spoke with ****, who said it was a mistake on their part & that she'd refund me the amount I was over-charged & put me on hold to calculate the refund.She got back on & said she couldn’t give a refund but I could do a fixed rate of ¢0.09 & get a gift card if I signup for a new 12mo contract.This was extremely confusing, as I just entered a contract with them a 2wks prior & asked her to explain. She put me on hold.She came back saying my contract was canceled on 7/18.I asked to speak to a supervisor, as I received no communication by mail/email/phone/text that my contract was canceled.She told me I’d get a call back from either ****/***** by 2pm.No one called. The next day I called and got ****, I asked to speak with the supervisor, she said they’d call me back.I asked **** what I’m being charged for electricity supply.She said I'm not and that I'm not in their system?I called **** to see if this was true. **** said CleanChoice is still the active supplier. Clean Choice Energy is committing fraud, terminating contracts & not letting customers know, charging people whatever they want & telling them 'We don’t supply your electricity' while they still are! How can they get away with this legally!?25¢ vs .08¢?I want my money back & I don’t want them scamming others. PLEASE STOP THEM FROM ACTING SO AVARICIOUSLY

  

  Business Response

  Date: 08/28/2023

  August 28, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ******** ******* of **** ********, Cincinnati, OH *****. The complaint report states that *** ******* was unhappy with her experience.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was able to resolve *** *******’s concerns, and we are reviewing how we can prevent similar complaints in the future.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
   
  General Counsel and EVP, Corporate Affairs
  

  Customer Answer

  Date: 09/03/2023

  [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:  Clean Choice Energy contacted me by phone to try and appease the situation but then told me I was not in their system anymore and that I could sign up at a new contract rate. I said that I did not want to continue my service with them and they said they understood and would send me a refund gift card by mail to make up for what they already over charged me. The refund card never arrived. I then called **** Energy to ensure I was no longer using Clean Choice Energy as my supplier and that everything moving forward would exclude them on the bill however somehow this billing statement came back with them as the full supplier at $00.25 cents a kWh. I really just need them to honor their contract rate, refund me what they over charged and please leave my **** account alone and no long bother me, I cannot afford a $435.97 energy bill, it makes absolutely no sense with how small my home is and I've now been getting scammed by them for 3 months.
  
  Regards,
  
  *******************************
  

  

  Business Response

  Date: 11/16/2023

  CleanChoice can't be 100% sure that we are not the supplier on their bill because their isn't a full address in the BBB portal. However, CleanChoice did service a ******************************* at ************************, Cincinnati, OH ********. That service ended on September 19, 2023 and has not restarted since. To address the customer's concern about the lost gift card, CleanChoice sent a letter and check for $349.29 on 10/28/23. A digital copy of that letter is attached with the bank detail remitted. Please let us know if any other clarification is needed.

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone came to my door in October 2021 to sign up for this company which he promised it would not cost anything to sign up and my electric bills would go down by using this company. He did say that I would get a small charge each month but the amount I saved on my electric bill would be far higher. I reluctantly signed up, and did not hear from the company until the late fall of 2022 when they started charging me for about 3 months prior to that notice. Of course, there was no reduction on my regular electricity bill a I called them ( this was November 2022 when I got the first bill), and told them I would like to cancel. They told me it would take 3 months for the cancellation to go through otherwise there was an early termination fee ( which is in the contract,but the representitive never showed me that when I signed up.). I told them to cancel me and when that went through, and I saw the reduction on my regular energy bill, I would pay any past due I owed,They never sent me any cancellation confirmation, and they keep billing me instead, even though every time they sent me a bill, I would reply and said I had cancelled. I am unemployed working very sporadically and I was hoping to see some savings. But instead, they kept sending me monthly bills, and as of July 2023 are still sending me bills. I have responded several times and told them to stop billing me,but they do not stop. I have never saved anything because of them, and i feel they are just scamming people into thinking this is a great deal. i am very frustrated. My account # with them is **********. My premise # is ********* The most recent correspondence said I owe them almost 400$ and if I don't pay they will have to send a collection agency after me. Thank you for any help you can give me in this matter.

  

  Business Response

  Date: 08/23/2023

  August 23, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by **** **** of **** ****** *** S Richfield, MN *****. The complaint report states that *** **** was unhappy with her experience with community solar.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** **** on the number listed in the complaint but was unable to make contact with *** ****.
  
  CleanChoice Energy is provided with customer community solar data by **** through a community solar portal that includes reports with customer community solar subscription data. CleanChoice uses this information to provide accurate community solar invoicing to our customers.
  
  Our customers receive a CleanChoice community solar invoice that is lower than the corresponding community solar bill credit that shows as reduction on their **** (or other utilities for customers outside of Minnesota) invoice. The difference between the CleanChoice invoice and the value of the utility bill credit results in savings for the customer.
  
  In the complaint report it states that *** **** did not see a reduction on her invoice. This typically only happens when the customer is enrolled in budget billing. When a customer is enrolled in budget billing. **** Energy does not apply the customer’s community solar credit until the annual budget review month, instead of on a monthly basis.
  
  We encourage all Minnesota CleanChoice community solar customers to cancel budget billing with **** Energy before enrolling with CleanChoice community solar.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
   
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have ******** **** as our electric company and some how was switched to CleanChoice energy without our permission. We were charged almost 4 times as much. We never signed anything to change our provider.

  

  Business Response

  Date: 08/15/2023

  August 15, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ***** ****** of ** **** ** Belchertown, MA *****. The complaint report states that *** ****** claims she did not authorize the switch to CleanChoice as her electric supplier.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ****** on the number listed in the complaint. The supervisor explained that the enrollment was authorized via text message third party verification done from *** ******’s phone.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs

  Customer Answer

  Date: 08/18/2023

  [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:I never texted them and said to sign me up, when I talked to ******* he even verified that it was not my phone or computer that signed us up. We were scammed!

  Regards,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

  Attached is TPV summary from our vendor *******TPV.

  

  Business Response

  Date: 11/16/2023

  Attached is the TextTPV from our third party verification vendor.

• Initial Complaint

  Date:07/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Although I never chose to sign up for Clean Choice Energy on my ***** bill, they started charging me extra in April, 2023. I've called ***** to ask them to stop charging me extra for Clean Choice Energy that I never chose. I would like to be refunded for these past four months. The total amount I need refunded is $305.94 (four months of charges that were not of my choice.)

  

  Business Response

  Date: 08/15/2023

  August 15, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of **** ****** *** Takoma Park, MD *****. The complaint report states that *** ******* claims she did not authorize the switch to CleanChoice as her electric supplier.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was not able to reach *** *******.
  
  The complaint report claims *** ******* did authorize enrollment with CleanChoice, however, we received the attached enrollment response to a direct mail offer 2/28/23, which authorized enrollment.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told it was going to be cheeper on my Electric bill, But the Electric is cheep buy Clean Choice charging way too much money, I have call them to have it taking off, but they give me the runaround, They are not thinking what others bills we have to pay..

  

  Business Response

  Date: 08/14/2023

  August 14, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of ** ******** **, #* Oakland, MD *****. The complaint report states that *** ******* believed he was promised savings when he enrolled with CleanChoice.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was not able to reach *** *******, but the supervisor did process a cancelation request on 8/2/23.
  
  The complaint report claims *** ******* was promised savings, however, the offer mailed to *** ******* has the following FAQ: “Q. What will happen to my electricity bills? A. In short, supporting renewable energy costs more than polluting energy.”
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  
  General Counsel and EVP, Corporate Affairs