ComplaintsforNexamp

Solar Energy Development

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Initial Complaint
07/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have received two bills exceeding twice the amount of my regular electric bill on a property that isn't even being used right now. This in my mind proves that their %15 discounted solar credit isn't actually correct math. They can spout Numbers about theoretical costs on credits that they assume you use, but it's faulty. Therefore incorrect/ fraudulent advertising. It's thievery plain and simple. I was sold something at a discount that wasn't discounted. If you want math, they say they saved my $35 for the year, my bill was $59 from the electric company, then they charged me over $100 and had the audacity to tell me they saved me %15. Even if it was true they saved me $35 throughout the year (the math they use to compute that isn't accurate) the difference between my bills being so vast means I'm paying $61 to pay for a $35 discount. Makes no sense. Told them to cancel my service. Next week I was charged $105 for the same property that only has a minimum amount of electricity being used $12.50 in new charges to that bill. So they want me to pay $92.50 more than what my current energy cost was... All to save $35!!! Makes no sense and I will NOT be paying.
Business response
07/03/2024
Hi *******,

Thank you for sharing your feedback and concerns regarding your Nexamp experience. We appreciate the opportunity to address your questions and clarify how our program works.

Nexamp offers a community solar program designed to provide annual savings on your electricity costs. Due to the seasonal nature of solar energy production, you will see variations in your credits. Typically, you generate more credits during the summer months and fewer in the winter. These credits are banked and applied throughout the year, which helps offset your annual electricity costs effectively. It is important to remember that no matter how many credits are produced each month, you will still receive a 15% discount on the value of such.

Given the unique situation that the house is not consuming a large amount of electricity, the excess credits generated currently will be stored on your utility account for future use. Regarding the standard service fee and Versant charges, it's important to note that we cannot offset the first 100 kWh of charges from Versant. These charges are a fixed part of your utility bill and are not covered by the solar credits from our program.
Our billing system works so that the Nexamp invoices are based on the amount of solar energy generated by your share of the solar farm, regardless of your actual electricity usage. This means that you will be billed for the full amount of generated credits each month, which are then applied to your utility bill to reduce your overall costs. The timing of these invoices ensures we have confirmation from your utility that the credits have been applied correctly. We understand this can cause some confusion, and we are here to assist you in matching these credits with your Nexamp invoices. We are also willing to work with you on a custom payment plan that better fits your needs as your property is not being utilized as expected. Our team will contact you directly to go over the specific breakdowns of your account.

Thank you for your cooperation.
Customer response
07/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I'll just pay for what I use thank you. You won't be getting any money from me.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business response
07/10/2024
Hi *******,
We have written off your account balance with ********************** and your Nexamp account is fully closed.
Your last email indicated you wanted no further communication or solicitation with Nexamp in any form, which is why we did not respond back that your account balance was written off, as we were respecting your wishes of no further communication.
Thanks.
Customer response
07/16/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*******************************
Initial Complaint
06/28/2024
Complaint Type:
Product Issues
Status:
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.
Terrible billing practices and unable to end service.
Business response
07/01/2024
Hello *****,
Thank you for your feedback. We are sorry to hear about your concerns and would like to clarify some points regarding our program.
Nexamp is committed to helping our customers save annually on their energy bills through our community solar program. Due to the seasonal fluctuations in solar energy production, the savings you see *** vary month to month. However, over the course of the year, our customers see significant savings. During the summer months, when solar production is at its highest, you should see your utility costs be close to $0, but higher costs with Nexamp. However, any excess credits generated during this time are stored on your utility account and can be used to offset your electricity costs in future months when usage is higher, and solar production is lower. We always want to work with our customers to ensure our program provides them with annual savings.
Regarding your concerns about cancelation, our process is structured around the timelines set by your utility. Our team submits customer changes on our ********************** farm to the utility once a month. Once the cancelation request is submitted, it can take the utility 2-3 billing cycles to fully remove your utility account from our ********************** farm and stop applying credits. This cancelation timeline is clearly stated in the agreement that was signed.
During the time your cancelation is being finalized, you will still receive additional solar credits on your utility account. Our billing process ensures that we receive verification from Versant that the solar credits have been applied to your utility bills before sending you an invoice along with your 15% discount. This process ensures you receive an accurate invoice for the credits you have already received and used.
Nexamp is a veteran-founded business dedicated to providing clean, renewable energy and helping our customers reduce their electricity costs annually. Nexamp operates in multiple states and serves tens of thousands of satisfied customers. We understand your frustrations and are committed to working with you to ensure the final stages of your account go smoothly. We can offer a payment plan that fits your needs and are here to assist with anything else you *** require. We apologize for any confusion and inconvenience this process *** have caused. We will contact you personally for more information and assistance. Thank you for your time.
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I switched from regular electricity from ************* ***** to Nexamp in hopes that my bill would be lower than what I was currently paying. After receiving the very first bill from them, I knew that this was a horrible choice. The average bill from their "arrears" was as high, if not higher, than what I was paying before.Not only do I have to continue paying this company for months out for a horrible service, but as a disabled veteran on a fixed income, I am now out more money because of their incompetence to conduct business as a normal company should. When a customer cancels a service, they shouldn't be responsible for more bills because the company's service is in "arrears". Horrible service! Horrible company! Buyer beware.
Business response
07/01/2024
Hello ******,
Thank you for your feedback. We are sorry to hear about your concerns and would like to clarify some points regarding our program.
Nexamp is committed to helping our customers save annually on their energy bills through our community solar program. Due to the seasonal fluctuations in solar energy production, the savings you see *** vary month to month. However, over the course of the year, our customers see significant savings. During the summer months, when solar production is at its highest, you should see your utility costs be close to $0, but higher costs with Nexamp. However, any excess credits generated during this time are stored on your utility account and can be used to offset your electricity costs in future months when usage is higher, and solar production is lower. We always want to work with our customers to ensure our program provides them with annual savings.
Regarding your concerns about cancelation, our process is structured around the timelines set by your utility. Our team submits customer changes on our ********************** farm to the utility once a month. Once the cancelation request is submitted, it can take the utility 2-3 billing cycles to fully remove your utility account from our ********************** farm and stop applying credits. This cancelation timeline is clearly stated in the agreement that was signed.
During the time your cancelation is being finalized, you will still receive additional solar credits on your utility account. Our billing process ensures that we receive verification from Versant that the solar credits have been applied to your utility bills before sending you an invoice along with your 15% discount. This process ensures you receive an accurate invoice for the credits you have already received and used.
Nexamp is a veteran-founded business dedicated to providing clean, renewable energy and helping our customers reduce their electricity costs annually. Nexamp operates in multiple states and serves tens of thousands of satisfied customers. We understand your frustrations and are committed to working with you to ensure the final stages of your account go smoothly. We can offer a payment plan that fits your needs and are here to assist with anything else you *** require. We apologize for any confusion and inconvenience this process *** have caused. We will contact you personally for more information and assistance. Thank you for your time.
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
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.
I think this company is a scam. I have paid a total of $171.32 to them. They have given me $107.34 credit on my utility bill. I'm supposed to be getting solar credits at a 10- 15% discount, which is supposed to make a difference in my energy costs. I saw no difference. I believe I have paid more than they provided. They are also still sending me invoices even though I canceled on 01-11-2024.These are the dates and amounts of credits they have given me to date, and I verified these with NYSEG, my electric provider: Feb 2024 $15.08 (no more credits after Feb 2024) Jan 2024 zero credits Dec 2023 $21.07 ********* 2023 zero credits.Sept 2023 $41.88; Aug 2023 $3.81; July 2023 $25.50. That totals $107.34 in solar credits. *These are the payments I have made to them* March 2024 $18.96; Feb 2024 $18.96; Jan 2024 $64.07; Dec 2023 $37.69; Nov 2023 $26.38; Sept 2023 $2.63; Aug 2023 $2.63.I have attached the *** of the latest bill they emailed me. Notice on the bottom of it, there is a current invoice balance $6.84, and an outstanding amount $13.57. Again, I've paid them $171.32 to date. I've received $107.34 in solar credits. They still want more money, and they won't explain why I paid more for less. They didn't save me any money what-so-ever.I would like to request a refund of the overpayment, which is $63.98.
Business response
06/28/2024
Hi Chinsea,
Thank you for your feedback. We apologize for any confusion and frustration regarding your Nexamp account. We take pride in delivering an exceptional customer experience and appreciate the opportunity to address your concerns.
We believe there may be a misunderstanding in the accounting of what you have paid versus what Nexamp has reduced from your utility bills. As a reminder, Nexamp applies solar credits to your utility bills and provides you with a 10% discount on these credits. Although the credit amounts will vary each month depending on the amount of solar generation, your 10% discount will always remain. Please also note that in your territory, the regulations are set up so that you are only paying for credits that you were able to use towards your electricity costs. This ensures you are not overpaying.

We would be happy to send a detailed summary of the credits we have applied to your utility bills, as well as your payments to Nexamp. We will also review our 90-day cancelation policy, which was outlined in the agreement you signed and provided to you when you requested the cancelation of your account. We are dedicated to helping you through this situation and will reach out to you personally to discuss your account in detail and resolve any remaining concerns you may have. Thank you for bringing this to our attention, and we look forward to assisting you further.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
March 5th we received an email saying that they were canceling our account and that it will take a couple months for the credits to be used. There should be no more billing they bill us 79n dollars a month just to use their solar panels and cmp charges us to they say that it works out because we get the credits off cmp it makes no sense. I sent numerous emails but no response.
Business response
06/04/2024
Hello ****,
Thank you for your feedback. We appreciate you reaching out and explaining your circumstances, and we hope the details below can help you move forward.
As a Nexamp community solar subscriber, you have a share of one of our solar projects generating clean energy directly into the grid. Your utility, CMP, applies a reduction to your usage costs based on the amount of solar energy your share produces each month. These reductions, which offset your usage costs, are what we call solar energy credits. Your utility will still issue a bill each month for the electricity you use, but it will be reduced by the value of the Nexamp community solar credits generated. Nexamp then invoices you separately for the value of the community solar credits, but at a 15% discount. Credits can be found on your CMP bill in the Your Generation Details section, under allocated generation.

Cancelation was marked on your account when requested in December. You were notified via email about the policy in your signed agreement, which states that cancelation is not immediate and could take up to 90 days. Additionally, you should have received an email on May 2nd, 2024, with further details regarding your cancelation. It is also important to note that we bill in arrears, which is why you received and paid invoices after the cancelation timeline.
With all of this said, we can confirm that your account has been officially canceled with Nexamp, and your balance is up to date. You will no longer receive solar credits on your CMP bills and corresponding Nexamp invoices. There is no further action needed on your part. We hope the information provided here and in our private correspondence resolve your concerns.
Initial Complaint
05/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled service on January *******. It was not until April 11, 2024 that I received email confirmation of that cancellation.. It's now May and I continue to get bills from them and have paid all of them them until recently. Now I am getting daily phone calls from their collections and they cannot tell me when the bills will end. As seniors on a fixed income we cannot afford both CMP bills and Nexamp bills. We always pay all of our bills on time --We just want our commitment to Nexamp to end. During this time we have not seen a difference in our energy bill.
Business response
05/24/2024
Hello *******,
Thank you for reaching out and sharing your feedback about the cancelation timeline and our billing process. We apologize for any confusion and hope to clarify these points for you.
When you cancel your subscription with Nexamp, we process the request immediately. However, it may take up to 90 days for your utility to fully remove you from their system. During this time, you can still receive solar energy credits that reduce your utility bill, which is why you might still see charges from us. While our cancelation policy was outlined in the agreement you signed, explained verbally, and provided in writing upon your request to cancel, we apologize for the confusion.
Regarding our billing process, it is important to know that Nexamp bills in arrears to ensure accuracy. This means we wait for confirmation from your utility that the solar credits have been applied to your account before we invoice you. This creates a delay between when you see the credits on your utility bill and when you receive a bill from Nexamp. However, as a reminder, with our program you always receive a 15% discount on the amount you see deducted from your utility costs.
As for the next steps, your account is officially canceled with Nexamp, and you will no longer receive new solar credits or Nexamp invoices. The final step is to pay the remaining balance in your Nexamp account ($50.28) which makes up the final two invoices you received. These reference the solar credits you would have received in previous months when your cancelation was being processed. We do not charge late payment fees and are always willing to work on a payment plan suitable for both parties.
We appreciate your patience and cooperation. If you have any further questions or need additional assistance, please don't hesitate to contact our support team at ************ or *********************************
Customer response
05/24/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*****************************
Initial Complaint
05/17/2024
Complaint Type:
Customer Service Issues
Status:
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.
I was referred to NexAmp by National Grid. National Grid sent me a flyer with a enroll way to get a 10% of my bills. After using the NexAmp for almost a year It was clear that i was not saving that much. I called National and NexAmp to cancel the NexAmp service and I was told that the service will take 90days to stop. The call i made was in late November beginning of December ******************************* Everytime I call NexAmp say tell me to call National Grid and when I call National Grid they say that I have to call NexAmp. Now I don't know how to stop this slavery that National Grid lured me into. I REALLY NEED HELP HERE BECAUSE THIS IS JUST TAKING ADVANTAGE OF PEOPLE> I am not a slave and I don't want to be slaved by anyone.
Business response
05/21/2024
Hello *******,
Thank you for bringing this to our attention. We sincerely apologize for the confusion and the frustration this has caused. At Nexamp, we aim to provide a seamless and transparent service experience, and we are sorry if it feels that we have fallen short in this instance.
Regarding the cancelation process, please be assured that when you request to cancel your service, Nexamp processes this cancelation immediately. However, the utility company may take up to 90-days to remove you from their system, as outlined in the original agreement signed by you. This is a standard procedure and applies to most customers undergoing cancelation.
We understand how the discussions between Nexamp and National Grid have been particularly challenging. Please expect follow-up from our team shortly to discuss the specifics of your account and ensure we address your concerns directly. Thank you for your patience and for communicating your issues. We are here to support you and ensure that your experience with Nexamp ends positively.
Customer response
06/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

I am still receiving bills from NexAmp
Business response
06/04/2024
Hello *******,
We apologize for any continued confusion surrounding your Nexamp account. You may have received an invoice copy via mail, which was delayed. However, as we have mentioned to you in our private correspondence, you will no longer receive new Nexamp invoices, and your account is fully canceled. Your account balance is up to date and there are no further payments or actions you need to take. We once again apologize and thank you for your understanding.
Initial Complaint
05/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I mistakenly thought the solicitation from Nexamp was associated with the company that I had already signed up with (Arcadia) so I completed the paperwork. I ended up getting billed by both companies. I tried to call and rectify the situation but they said that even though it is not advised to belong to two solar collectives that it could be done and that per the terms of the agreement that it couldn't be canceled until the next quarter. I'm an elderly person and feel that I'm being taken advantage of.
Business response
05/14/2024
Hello ******,
We appreciate your feedback and sincerely apologize for any unintended confusion. We would be happy to address your concerns with this response, and a personal follow-up.
To provide more context, you signed a contract with Nexamp in October 2023. We do not have access to your National Grid account and would not know if you were a customer with Arcadia unless this was communicated to us. When you initially joined our program, we analyzed your usage and electricity costs to estimate a share size on our solar farm that should cover close to 90% of your electricity costs for the year. Since you are also a customer of *******, any excess generation will be credited to your account with National Grid. These credits are yours to keep and do not expire, ensuring you can benefit from them long-term.
We also received your cancelation request in December 2023 and noted such on your account. An email was sent letting you know that the cancelation is not immediate, and you would be responsible for credits generated until the cancelation date. This cancelation timeline is stated in your contract and is the same for all customers in your service area. To remove your account from our project, we must send the cancelation request to National Grid in an updated customer list. Once National Grid receives the cancelation request, it can take them 1-2 months for them to remove you from our project.
While we apologize for any confusion you had with our program, we hope this information has been useful. We will also reach out to you personally to better understand your situation and come to a resolution suitable for both parties.
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
a billing problem
Business response
05/09/2024
Hello ******,
Thank you for your feedback. We are sorry to hear about the difficulties you are facing and can certainly do our best to help. We will personally reach out to you so that we can learn more about the issue and find a solution that works for both parties. We are committed to providing the best service possible for all our customers and apologize if we didnt meet your expectations.?
Customer response
05/10/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
05/07/2024
Complaint Type:
Order Issues
Status:
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.
Pn February 8th I received a bill from Naxamp for $647.43. THIS WAS THE FIRST COMMUNICtion I had received from this company.! On February 8th I called and spoke to someone cancelling the service. I recieved another bill on March 20, 2024 for $685.19. I again called the company and was told that the *** system was such that I would be getting bills for about 90 days. I found this troubling since I had also signed up with Arcadia for solar energy and they stopped the bills immediatelyl I received a call from the company from a gentleman who said I owed the money. I said I was not going to pay it until I had spoken with *** which I subsequently did. The geltleman hung up on me. I have subsequently recived copies of the bills that I had asked for, but I believe they were written up and never sent to me. There was no signed contract accompanying the bills. At any rate, the *** bills have been paid and if NexAmp paid them then I owe them the money if I signed a contract for their services. However, I think people should beware of this company and it's practices.I am also not willing to pay since I cancelled the serivce in early February.
Business response
05/09/2024
Hello *******,
Thank you for detailing your experience. We are sorry to hear about the difficulties you are facing and can certainly do our best to help. While we will personally reach out to you so that we can learn more about your concerns, we wanted to provide some immediate information here to assist in finding a solution that suits both parties.
Before your first invoice, our records indicate you received eight emails and additional notices via postal mail, keeping you informed about your account and our billing process. It is important to note that the customers first invoices will be sent as a paper copy and in an email. After the first invoice, all customers are enrolled in paperless billing unless requested otherwise. We apologize if there was a misunderstanding. In *****, customers can receive credits from two community solar companies simultaneously, which we understand *** not be ideal. This is why we always recommend our customers to keep us informed of any changes to their electricity habits so that we can maximize the benefits of our program.
Upon receiving your cancelation request, it was processed in our system and a confirmation email was sent outlining the cancelation timeline. As stated in the Early Termination section of your contract with Nexamp, the cancelation process *** take up to 90 days. For your reference, we have also provided a copy of your signed contract to this communication. It is important to note that Nexamp bills our services in arrears, so there is always a delay between when you see credits on your CMP account and when we bill you. This explains why you received and paid Nexamp invoices after your cancelation request date. Your account has now been removed from our project, and you will no longer receive more credits. We hope this clarifies your concerns and we are sorry that we have lost you as a customer.

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