ComplaintsforNexamp

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for Nexamp and was placed on a waiting list indefinitely. During that time, I signed up with a different solar generation company. Once I was notified that Nexamp accepted my subscription, I promptly requested to terminate my subscription on April 8, 2024. In July, I received an invoice for $131.30 that covered my subscription from April 11th to May 10th. Although my email on April 8th received a response acknowledging that my subscription will be cancelled, my follow up emails did not get a response. I called and the customer service rep couldn't help me, only saying that it takes 90 days to cancel.No other utility (electric, internet, phone, gas) takes 90 days to cancel. I also never received $131.30 worth of savings on my electric bill for the period of April 11th to May 10th. My entire electric bill is normally less than $100 so this makes no sense. The lack of customer service is frustrating, and taking 90 days to cancel a service is ridiculous. I need confirmation that my subscription is cancelled, and I need this invoice to go away. I don't want this to go to collections for a service I did not receive.

  

  Business response

  07/26/2024

  Hi ****, 

  Thank you for writing in. We are sorry to hear about the difficulties you are facing and will do our best to help. When you reached out to cancel your account on April 8th, the cancelation request was marked on your account. We sent an email explaining that cancelation typically can take up to 90 days, but because your request was submitted before you received your first invoice, you would only be responsible for one invoice. The invoice you received on July 8th is your first and final invoice. 

  This cancelation policy is in line with the agreement you signed with Nexamp and is also detailed on the Maine Public Utility Commissions website. While your cancelation is being finalized, you will receive credit generation from our farm through July. Any generation that has been added to your utility account is yours to use. 

  We hope the details provided have clarified your cancelation. However, we understand your situation is unique, and therefore we will reach out to you personally to ensure your needs are met moving forward. Thank you for your cooperation. 

• Initial Complaint

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have sent Nexamp several emails requesting that I cancel this account and I am in receipt of emails that they received my emails yet they kept adding charges, In my review they state the account was cancelled in April 2024 but they keep adding charges and I just received another invoice. I have not benefited from their services and want cancellation of all charges.

  

  Business response

  07/24/2024

  Hi *******, 

  Thank you for your feedback. We apologize that you have had a poor experience with our organization. As stated previously, we received your request for cancelation on April 20th, at which time it was marked on your account. An email was sent confirming the request and explaining that it can take up to *********************************************************************************************************** the agreement you signed with Nexamp, as we need to work with your utility to officially remove you from our solar farm. 

  To clarify, we did not indicate that the account cancelation was complete at that time, but rather that the request for cancelation had been initiated. Given that we have a 90-day cancelation policy, you would be responsible for invoices reflecting solar credits with production periods through July 2024. As a reminder, Nexamp uses these solar credits to reduce your overall electricity costs and invoices you at a 10% discount, allowing you to save throughout the year. 
  

  We also want to clarify that we do not charge any late fees or penalties and are willing to work with you on a payment plan if needed while your cancelation is being finalized. Our goal is to ensure a smooth transition, and we appreciate your patience during this process. We will be in touch personally to go over the specifics of your account. Thank you for bringing this to our attention. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started process of canceling next app early March. It is now almost mid July and still getting invoices. Company claims they are three months behind in billing, but that is not my problem. It should be documented from the date that I called to cancel and I should not have to process any more payments with this company. I am not even saving any money like they have promised! 2 to 3 dollars off of my regular electric account is ridiculous! Initially canceled because their billing overall is complicated and I was not saving any money. And here I am four months later still trying to get rid of them.

  

  Business response

  07/16/2024

  Hello *********, 

  Thank you for reaching out. We are sorry to hear about the difficulties you are facing and will do our best to help. When you called to cancel your account in March, the cancelation request was documented. We sent an email explaining that the cancelation would take up to 90 days, meaning you would be responsible for credits generated through June. The last invoice you received on June 17th was for credits generated from March through April, which is within the cancelation timeline. Although we bill in arrears, the credits we bill you for have already been applied to offset your costs with ******** Grid. You should be able to locate these credits on your April ******** Grid bill. We have since received notification from ******** Grid that your account has been removed from our project which means you will not be invoiced further. 

  Every credit that Nexamp has invoiced you for has been applied to your ******** Grid bills as a direct reduction to your electricity costs. We have invoiced you for the credit, but at a 10% discount. If you have not received our credits, please contact us at ******************************** or call ************ so that we can resolve the issue. 
  
  We hope the details above address the concerns you raised in your complaint. We are sorry to have lost you as a customer. 

  Customer response

  07/16/2024

  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 have reviewed my nexamp account and attached a snapshot. I was also billed July 12 and I have no invoice with details. Only my auto pay processing amount.  I was billed June 17 as Nexamp stated, but that was not my last charge.

  [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,

  *********

   

   

  

  Business response

  07/18/2024

  Hello *********,  

  Thank you for your feedback. We apologize for any confusion regarding your recent invoice. To clarify, the last invoice you received from Nexamp was on June 17th, with payment due within 30 days. Since you are on autopay, our system processed your payment on July 12th, five days before the due date. No additional invoices were created in July. Your account is officially canceled, and no further action is required on your part. We appreciate your understanding and apologize for any inconvenience this may have caused. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have not been in the apt. for 8 months. I informed them of my termination of service, yet I am continuing to be charged for power I neither use nor asked for.

  

  Business response

  07/10/2024

  ***************,

  Thank you for writing in. We understand that you have moved, and your CMP account that was signed up with us has been closed. Because our credits are applied directly to the utility bills, if a customers account closes, they will no longer be receiving our credits.

  Any credits we are billing you for would have been applied to your CMP account while it was still active. Please keep in mind that we bill around 2-3 months in arrears to when credits are applied. We do not have any record of being contacted regarding the termination of your CMP account.

  With that being said, any generation you have been invoiced for would have been applied to offset your electricity usage prior to the utility account being closed.  
  

  We will personally reach out to you so that we can better understand your concerns and provide you with more details regarding your account.  

  Thank you.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  *****************************

*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. ↩