Complaints

This profile includes complaints for Nexamp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nexamp

  101 Summer St Fl 2 Boston, MA 02110-1287

  
• 

  Nexamp

  200 W Monroe St Ste 620 Chicago, IL 60606-5070

• 

  Nexamp

  154 W 14th St Fl 2 New York, NY 10011-7300

• 

  Nexamp

  1776 I St NW Ste 400 Washington, DC 20006-3700

• 

  Nexamp

  101 Summer St Fl 2 Boston, MA 02110-1287

  

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:01/17/2025

  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 have been getting bills from these people since August, it is now January. Ive emailed them to stop billing me and even called them. I dont even own a house so Im not sure what they are even billing for. I live with my parents and I dont even have an electric bill.

  

  Business Response

  Date: 01/22/2025

  Hello ********, 

  Thank you for sharing your feedback. Were sorry to hear about the challenges youre experiencing and are committed to assisting you. 

  Nexamp invoices are sent because your contact and utility details were used to enroll in our community solar program. This allows Nexamp to offset the majority of your electricity costs with solar credits at a discounted rate, helping you save throughout the year. 
  When a cancelation request is submitted, it is processed immediately. However, as outlined in the Early Termination section of your contract, the full cancelation process can take up to 90 days to coordinate with your utility. If you canceled in August, this timeline means you would continue to receive solar credits and associated Nexamp invoices for electricity generated through November. Please note that Nexamp bills for credits in arrears, so there is a delay between when the credits appear on your utility bill and when you receive a Nexamp invoice. The production periods shown on Nexamp invoices reflect when the electricity was generated, which may not align with usage dates on your utility bill but should help provide clarity on the timing of your savings. 

  Although you receive invoices after your cancelation request, they will not include credits from production periods beyond the date in your cancelation confirmation. Nexamp does not charge cancelation fees, and you continue to benefit from solar credits until the process is complete. 

  We understand this process can be complex. A member of our team will contact you directly to provide a clear timeline and address any remaining questions. 

  Thank you for giving us the opportunity to resolve this for you. 

  Customer Answer

  Date: 01/22/2025

  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,

  Brittany

   

   

• Initial Complaint

  Date:01/02/2025

  Type:Order 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.

  On 7/24/24, A Sales women came to my door explaining, "I am going around making sure everyone who has CMP is getting a 15% discount they are allowed." She information, and explained to me that I was not paying for a service. That the information being taken was to look up my *** account and make sure I was getting this discount. I had asked if I was going to be paying for any services or charged for anything, in which she said no. She had me click an E-Signature and explained to me "You don't have to read it. It contains general terms for privacy.". Not anything to do with paying for a ********** until she finally handed me their company information via a pamphlet, then left. I was able to look the company up online and found out exactly what the company was and what I had actually signed up for. Which in no way matched how she described the company and how it was handling my information. I was lied to by their employee. Which is grounds for Fraud, Deception, and Misrepresentation. Which in legal grounds, voids all legally binding contracts as a result. Contracts legally require informed consent. Which did not, and do not give consent. After about 30 to 60 minutes of signing up I cancelled over the phone. Got confirmation I had been cancelled and told the company does not charge cancellation fees and my cancellation was "immediately process within their system." and that I am no longer enrolled with them. Here is email reference to that confirmation after the phone cancellation: (ref:!00D1U0rAwc.!500UY0DGRHj:ref) Several months later I start getting a series of harassing emails claiming I was "Overdue" for everyday starting at 12/27/24. Responding to them again demanding them to stop contacting me and purge my information from their systems... they claimed I owed them $47.17 per an invoice that I am "responsible for" regardless that I cancelled 15 minutes after signing up because of their deceptive employee who failed to inform me properly about their company.

  

  Business Response

  Date: 01/03/2025

  Hello ****, 

  Thank you for sharing your feedback. We sincerely apologize for the series of events that led to your dissatisfaction and for any inconvenience and frustration caused. 

  We respect and understand your concerns and want to assure you that we have taken action to resolve the situation. As per your request, your cancelation has been finalized, and you will no longer receive Nexamp invoices or credits. While we respect your preference for no further contact, we will follow up to confirm you have a written record. We take full responsibility for the inconveniences you experienced and deeply regret not meeting your expectations. At Nexamp, we hold ourselves to high service standards and are committed to using this as an opportunity for continuous improvement. Steps are being taken to ensure similar situations do not occur in the future. 

  Thank you for bringing this to our attention. We appreciate the opportunity to address your concerns and extend our sincere apologies once again. 

  Customer Answer

  Date: 01/03/2025

  [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,
  
  **** ***** Jr
  
  I have been directly contacted by the companies Senior Support Specialist. Who has both removed the balance and purged information like requested. No further action is needed. Thank you.

• Initial Complaint

  Date:12/23/2024

  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.

  Inaccurate credit calculations, lack of transparency. Unexpected high bills, discrepancies in credit calculations, difficulty understanding the billing structure, and poor customer service when trying to resolve issues.

  

  Business Response

  Date: 12/30/2024

  Hello *******, 

  Thank you for sharing your feedback. Were sorry to hear about your frustration and want to assure you that were committed to resolving your concerns. 

  Our customer service team has been in contact with you to review your statements and address your questions. After carefully reviewing your account, weve confirmed that your billing is accurate and reflects the allotted discount.

  Weve made multiple efforts to explain the billing structure and address any remaining questions. We apologize if this hasnt fully resolved your concerns and understand how important clarity is. While we may not have connected yet, our team will continue reaching out to ensure all aspects of the billing process are clear and fully addressed. If theres any part of the billing structure or credit calculation that remains unclear, wed be happy to review it with you further. Your satisfaction is important to us, and we value the opportunity to assist you. 

  Thank you for your patience and for being a Nexamp subscriber. 

• Initial Complaint

  Date:12/19/2024

  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 signed up with Nexamp but soon realized that instead of saving 15% on my electric bill I was paying much more than I normally would. So I canceled on July 15th and they said it would take 90 to be effective. It is now 5 months later and I continue to be charged. I think this company is extremely dishonest in its practices. I would not recommend them to anyone. Instead I believe the Attorney General of Maine should look into their business practices as I believe they are overcharging their customers and not giving them the credits they have paid for on their utility bills.

  

  Business Response

  Date: 12/27/2024

  Hello ******,  

  Were sorry to hear about your experience and truly appreciate you bringing this to our attention. At Nexamp, we strive to provide every customer with transparent, reliable service and savings, so its disappointing to learn that your expectations were not met. 

  When you subscribe to Nexamp, you are allocated a share of energy generated by a local solar farm. The energy your share generates translates into solar credits, which are applied to your utility bill. These credits reduce your electricity costs. You pay Nexamp for the solar credits applied to your utility bill, but at a 15% discount. The Nexamp bill reflects these solar credits, and not your total electricity usage.  
  When you first signed up with 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. In order to cover these costs, it is typical for our customers to produce more credits than what they need in the summer months when days are long and sunny, to still substantially reduce their utility costs in the winter when solar energy production is less. The excess credits that are generated in the summer months will remain on your Versant account and will be used during those months where your usage is greater than the energy credits generated by the solar farm. Due to the fluctuation in our solar production throughout the year, we recommend that you view your savings on an annual basis, rather than monthly. 

  When you cancel with Nexamp, we process that cancelation immediately. However, when you cancel with a community solar provider like Nexamp, Versant has up to 90 days to remove you from their systems. During that 90-day window you can still receive solar energy credits that reduce your Versant bill. This is why the original contract you signed with us, and the cancelation email we provided you mentioned that the process can take up to 90 days. 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 utility account and when we bill you. This explains why you received and paid Nexamp invoices after your cancelation request date.    

  We hope the details above address the concerns you raised in your complaint. We regret losing you as a customer and will reach out to you directly to ensure the situation is fully resolved. 

• Initial Complaint

  Date:12/09/2024

  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.

  NEXAMP has fraudulently informed National Grid I "subscribed" to use them as my electrical service provider. I received a bill from them for $150.52 on 12/08/24, with a due date of 12/12/2024. The bill was invoiced 11/12/2024. I did not authorize NEXAMP to be my electric provider, and have already been paying my bills to National Grid.I contacted NEXAMP this morning to inquire about when and how they claim I subscribed to their service. They claimed I singed up in 2021. I had in the past signed up for a similar program administered by Community Solar, but after a few months I cancelled due to a lack of transparency in billing. Bottom line due to the way they off set their billing periods from National Grid and not providing any break down of electrical usage it is impossible to determine how much you're actually paying for your utility services. It appears NEXAMP which is affiliated with Community Solar used my information from 2021 to tell ************* I had signed up with them. I informed them I wanted them to cancel my account with them immediately and was told they would submit my request, and it would take 90 days to process. I inquired with ************* as well, and I was told they've gotten numerous similar complaints from other customers who ********************** has fraudulently or deceptively brought into their service. I feel NEXAMP and other similar companies mislead customers into signing up for their service and do not provide any degree of transparency in billing to allow customers to know what they're really paying for. They use numerous tactics to lure people into sign up for their service. My concern is I'm receiving bills from NEXAMP even though I've already paid my bill directly to National Grid and will either be double paying or have NEXAMP report me has having missed payments that are not actually owed to them.

  

  Business Response

  Date: 12/11/2024

  Hello ******,  

  Thank you for reaching out and sharing your concerns. We understand your frustration and want to address this matter directly. Our records show that you actively signed up and enrolled in our program. Participation in our community solar program involves an enrollment process where specific information is provided, and terms of service are agreed upon. We take accusations of fraudulent enrollment very seriously and are happy to provide proof of contract and account information for your review. 

  Currently, we do not have a record of any previous inquiries or cancelation requests in years past associated with your account. However, we are committed to ensuring your concerns are addressed promptly. A member of our team will follow up with you directly to review your account details and work toward a resolution that meets your satisfaction. 

  We appreciate your patience as we investigate this matter further and are here to support you every step of the way. 

  Customer Answer

  Date: 12/11/2024

  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 would like to see what evidence you have showing I opted to subscribe to your service.  When I spoke to a representative on 09 December 2024, they informed me they showed a record a project came online back in 2021.  That would appear to be accurate for a prior project that was administered by *************.  However, after several months I terminated my subscription with *************.  The last invoice I had from ************* was dated 03 December 2021.   

  Leading up to the current NEXAMP projects in our area I received several mailers inviting me to subscribe which I choose not to.  In October two individuals were canvasing my neighborhood regarding the project and requested to see my National Grid bill to ensure I was getting the "CDG Credit" I declined to show them my bill or give them any of my account information.  I asked them several questions regarding how this project work and informed them of the billing issues I experienced with the previous solar projects in our area.   Afterwords I checked my bill and did see the before mentioned credit but was unclear what that really was at that time. 

  Once I received the invoice from NEXAMP on 07 December 2024 I knew what was going on.   The invoice was dated 12 November 2024 with a due date of 12 December 2024, covering a billing period of 23 August to 20 September 2024.   I immediately attempted to call NEXAMPs customer service that day but unfortunately, they are not open on the weekends.  I followed up on Monday 9 December and was informed by the representative of when I allegedly had signed up for the solar project.  I also told him I wished to cancel my subscription effective immediately.  He informed me it takes 90 days to cancel, and I told him that was unsatisfactory and requested to speak to his supervisor.  He claimed that was not possible and told me he could escalate my complaint.  I told him to escalate it and proceed with canceling my subscription.  I was given the following reference number for my cancelation request 00413600.  He also claimed I would receive an email confirmation, I had him wait on the line with me for approximately 10 minutes but never received the confirmation email.  So at this point I do not know if NEXAMP is actually processing my cancelation request.

  Since this interaction I have spoken with National Grid and they have put a block on my account to prevent companies like NEXAMP from claiming I've subscribed to their services without National Grid first confirming this with me.  

  The bottom line in my case is I want for NEXAMP to cancel my subscription effective immediately.  I should not receive any further invoices from them, as I have already paid my electric bill directly to National Grid.  Further I have paid the invoice from NEXAMP dated 12 NOV 2024.  It is clear the mailings NEXAMP sends out and the individuals who go to door do not provide a clear explanation of what people are signing up for, nor do they communicate when they are taking over their accounts from National Grid.  *************** is very misleading to say the least.
  
  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

  Date: 12/18/2024

  Hello ******, 

  Were sorry to hear that your concerns remain, but we appreciate the opportunity to address them and work toward a resolution. 

  As mentioned in our previous responses, we have provided you with a copy of the signed contract in our records. To enroll your community solar account with the utility, we were required to obtain your utility records and contact information, as well as initiate confirmation with your utility. This process is standard practice and cannot occur without the customers consent. Additionally, our records indicate that multiple communications were sent to you via email and mail to confirm your enrollment in our program and keep you informed about the status of your solar farm to ensure your account was up to date. We apologize if this information was unclear or if any confusion remains.  

  We will follow up with you directly to address your concerns and ensure your cancelation request is finalized promptly. Thank you for your time and cooperation. 

  Customer Answer

  Date: 12/19/2024

  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. 

  Please review the attached email correspondence I've had with a representative from NEXAMP.   You will see they have agreed to cancel my subscription and write off the invoices NEXAMP has issued previously.  This result is acceptable to me.  

  That said I will continue to state NEXAMP did not have my authorization to contact National Grid to become my electricity supplier.  I did not sign the agreement with NEXAMP nor did I receive any correspondence that indicated I had signed up for their services at any point.  I will state I did receive mailers periodically that advertised the construction of their solar project which did discuss the status of their project and provided a web address to learn more, that said after my previous experience with ************* I had no desire to sign up for another solar project.  In my opinion the billing practices and processes through which companies like ************* and NEXAMP employ to recruit customers are not clear or transparent in any way.  As for the methods through which the claim to get customer consent those are very deceptive means utilized by numerous energy providers.  I have personally received phone call, had door knockers, received mailers, and emails advertising ways to save on your electric bill.  They will express you can save a certain amount on your electric bill and will ask for your account number for your current electricity provider so they can enroll you for your savings.  They do not inform you they are a third party who paying the utility provider on your behalf and subsequently billing themselves.  Their invoices do not provide a breakdown of consumption, rates for kilowatt hour, nor do the billing periods or amounts match up with what the utility company issues.  I believe these practices are deliberately deceptive and employed to lure customers to utilize their service without informing them of what they are really signing up for.  I also believe their billing practices are used deliberately to confuse customers and make it effectively impossible to understand what they're being billed for or be able to reconcile what the electric utility is billing vs NEXAMP or any other similar company issue. I believe most customers either operate on good faith that they are actually saving money or get confused and don't actually look into the issue. 

  I strongly recommend the BBB looks deeper into the practices of such companies to determine if they are indeed holding true to the claims they make to save customers money on their electric bills.  I also recommend steps be taken to ensure they inform prospective customers of what they actually are signing up for.  Lastly, I recommend they be required to provide detailed breakdowns on their invoices that show exactly what customers are being billed for, paying for, shows usage and a comparison of cost per kilowatt hour to increase transparency in billing.  

  
  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

  Date:12/06/2024

  Type:Service or Repair 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 just want to start out here where this companys billing is screwy while I used them I was not getting my bills monthly and when I did get billed it was doubled and due at a time I could not do it. I called about it they said they did not report their readings yet. (??) Now I canceled them as I was recommended to by someone that looked over my bill and said I was getting ripped off, and now the bills keep coming in, this company is very money hungry!

  

  Business Response

  Date: 12/10/2024

  Hello ****, 

  Thank you for reaching out. We are sorry to hear about the difficulties you are experiencing and are here to help. Wed like to take a moment to explain how our program works and how you can see savings. 

  As a Nexamp community solar subscriber, you have a share of one of our solar projects, which generates clean energy directly into the grid. Your utility applies credits to your electricity costs each month based on the solar energy produced by your share of the farm. While your utility will continue to issue a monthly bill for your electricity usage, the total will be reduced by the value of the Nexamp community solar credits applied. Nexamp then invoices you for these credits at a 10% discount. 

  Because we rely on National Grid to provide us with credit data, there can occasionally be delays in invoicing. When this happens, customers may receive a multi-cycle invoice once the credit data is received. We understand the inconvenience this may cause and are happy to work with customers to set up a payment plan if needed. 

  You requested cancelation in September, and this request was marked on your account. An email was sent confirming the cancelation. Its important to note that the process can take up to 90 days, as we must notify your utility to remove your account from the project. Once the utility receives the request, it may take 23 billing cycles for the cancelation to be finalized. Additionally, Nexamp invoices for services in arrears, meaning there is always a delay between when you see credits on your National Grid account and when we invoice you. This ensures we are billing only for credits confirmed to have been applied to your account.  

  We hope this information was useful in resolving your concerns, However, if you would like to discuss your Nexamp account further, please dont hesitate to reach out to us at ******************************** or call ************. Our team is available Monday through Friday, from 8:30 AM to 6:00 PM EST, and we look forward to assisting you. 

  Customer Answer

  Date: 12/10/2024

  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. 
  

  I do not accept because they do not address my concern and only sit there and vaguely describe there program. Im seeing no end to the incoming bills. I try to contact them personally to set up a payment plan they do not answer. They just keep sending past due notices!! Money hungry!! 

   
  
  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,

  Gene

   

   

  

  Business Response

  Date: 12/13/2024

  Hello ****,  
  Thank you for continuing the conversation, and we apologize that our initial response did not meet your expectations. We want to confirm that your cancelation has been processed, and you should no longer be receiving new solar credits through our program. The invoices you have been receiving from Nexamp reflect credits applied to your utility account while the cancelation was being finalized. To assist, the production period dates listed on these invoices should help you match the solar credits to your utility bills. 
  Regarding your request to set up a payment plan, were happy to assist. A representative will reach out to ensure your needs are addressed and help arrange the payment terms. We truly appreciate the opportunity to make this right and apologize again for any frustrations caused. 

  Customer Answer

  Date: 12/16/2024

  I have yet to be contacted regarding a payment plan for remaining balances though!!
  
  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

  Date:12/05/2024

  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.

  On 9/11/24 i contacted Nexamp to cancel my agreement for solar energy payment for my electric bill due to nexamps confusing billing process. i was told they have a delay in billing from National Grid I set up a monthly payment with nexamp of ***** /month. Nexamp informed me it would take 90 days to include all my payments. My recent bill did not reflect my Novemeber payment I contacted Nexamp 12/05 requesting a final bill and was informed my bills will continue until March 2025 as their billing department is delayed or some other issue which i can't remember. I asked to speak to a supervisor and the ** *** on the phone stated he will request a call from a supervisor. This is not satisfactory to me to continue payment until Nexamp gets their billing process corrected. My BB intervention is I would like a final bill so as to to end my agreement with Nexamp. before the end of 2025 and have it in writing.Thank you ******** ****

  

  Business Response

  Date: 12/10/2024

  Hello ********, 

  Thank you for reaching out and sharing your concerns. We are sorry to hear about the difficulties youve experienced and are here to help. 

  As a Nexamp community solar subscriber, your share of one of our solar projects generates clean energy that feeds directly into the grid. National Grid issues your monthly electricity bill, reduced by the value of Nexamp community solar credits applied to your account. ********************** then invoices you separately for these credits at a 10% discount. It's important to note that Nexamp invoices are sent in arrears, as we wait for confirmation from the utility that credits have been applied to your account. You can refer to the production periods listed on your Nexamp invoices to verify when these credits were applied. 

  Regarding your cancelation request on September 11th, it was marked on your account, and the process can take up to 90 days. During this time, we coordinate with the utility to remove your account from the project, which typically takes 12 months. The last invoice you received covered credits generated through September 11th, aligning with this timeline and reflecting solar credits that had already reduced your utility bills. 

  A supervisor has been in contact with you, providing these details via voicemail and email. If you have any further questions or concerns, were happy to assist. Thank you for your understanding and for being a Nexamp subscriber.  

• Initial Complaint

  Date:12/03/2024

  Type:Order 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.

  So this is the second year in a row that this business decides to hammer people with a huge **** just before year's end. Throughout the billing year everything is manageable then wham I get a bill that is double or triple the normal. I don't understand why this is allowed to happen this business is Big enough and should have their s*** together. Looks like there's been several complaints just wanted someone like you to look into this and a explanation of why this has to happen please.

  

  Business Response

  Date: 12/10/2024

  Hello ******, 

  Thank you for reaching out with your concern. We understand that unexpected changes to your bill can be confusing, and were here to provide some clarity. 

  At Nexamp, we strive to ensure accurate billing by relying on data provided by your utility. However, delays in receiving this information can occasionally occur. To keep your account as up-to-date as possible, we may issue multi-cycle invoices, which can result in adjustments to your expected bill. In ********, credit amounts are applied based solely on your actual usage, ensuring that your bill accurately reflects the credits youve earned while avoiding overcharges. 

  We sincerely apologize for any inconvenience this may have caused and are committed to maintaining clear communication and transparency when such instances arise. Rest assured; we are actively collaborating with our utility partners to minimize disruptions in invoice timing. A member of our team will be reaching out shortly to address the specific invoice amounts in question and assist further. 
  

  Thank you for being a valued Nexamp subscriber. 

• Initial Complaint

  Date:11/27/2024

  Type:Customer Service 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.

  Our bill with Nexamp is 2x our highest bill we've ever received prior to this change over. Nexamp cannot give us a statement of billing and claims we cannot get out of their services for 3 months. We will settle with them but want out immediately.

  

  Business Response

  Date: 12/03/2024

  Hello *******,

  Thank you for reaching out and sharing your concerns. We are sorry to hear about your dissatisfaction and appreciate the opportunity to provide clarity and assistance. We understand that unexpected changes to your bill can be confusing and would like to address your concerns to ensure a smoother experience moving forward. 

  At Nexamp, we strive for accurate billing by relying on data provided by your utility. However, occasional delays in receiving this information can lead to multi-cycle invoices, which may alter your expected bill. This appears to have occurred during one of your billing cycles, but it should not be a recurring issue. Rest assured, Nexamp does not charge late fees, and we are willing to set up a payment plan if needed in such unique situations. 

  Additionally, in the state of ********, credit amounts are applied based strictly on your actual usage. This ensures your Nexamp bill reflects only the credits you've earned to reduce your utility costs, preventing overcharges. Nexamp then invoices you at a 10% discount, allowing you to save consistently throughout the year. 
  
  We hope this information helps address your concerns. Our team will reach out to you privately to discuss the details of your account and invoices further. Thank you for bringing this to our attention, and we are committed to resolving this matter for you. 

• Initial Complaint

  Date:11/19/2024

  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.

  This company selling point is that there services are lower( because they are using Solar rays from the Sun)than your local **************** ( *****) and you get 10 percent off your bill each month. At first it took over a year and half to get on their Solar Farm, understandably so. I eventually got a spot on the Solar Farm. I am a single person, a Senior Citizen and I am quite frugal when it comes to energy use and I am on a fixed income. At first I thought the service was reasonable, but when I am getting bills from ***** and they are saying I owe ***** as well as NEXAMP I found it quite strange. I was told by NEXAMP that this shouldn't be the case and they would contact *****. To my understanding they never did I am being charged by both companies . I contacted NEXAMP and was told on several occasions that it would be resolved. They also mentioned that due to the Sun we are not getting sufficient energy, which I found quite unusually because it was during the summer months and we haven't had a continuous Eclipse. Then another issue that has arisen is the fact that I am get $100.00 plus invoices and I never had these bills in the past. Then I contact NEXAMP and trying to get a person to get a straight answer or a call back is a chore all in itself. The latest response is that I am getting credits. My understanding of the credits is that is 10 % off my bill, unless I am unaware of something else they are referring to. I asked to speak to a supervisor and yet no supervisor has called. Then I receive electrical usage from ***** for June 04- July 01, 2024 $65.00 ( 297 kWh), NEXAMP charges me $103.50, NYSEG Aug 30- Oct 01, 2024 $60.00( 445 kWh), NEXAMP charges $73.89, NYSEG Apr 30- Jun 03, 2024 (465 kWh) $90.00, NEXAMP charges $110.07.I have paid the amounts as per the ***** as above mentioned less 10 %

  

  Business Response

  Date: 11/26/2024

  Hello *******, 

  Thank you for your feedback. We sincerely apologize for the lack of follow-up on your concerns and for any frustration caused by your experience. At Nexamp, we pride ourselves on delivering exceptional customer service, and its clear we did not meet those standards in this instance. 

  We understand how important it is for our customers to have their concerns addressed promptly, especially when requesting to speak with a manager or supervisor. Additionally, we regret any confusion caused by our program, as transparency is a core value in how we operate. In ********, Nexamp invoices are based on the solar credits used to offset your actual electricity costs. While the amount may vary due to seasonal fluctuations in solar generation and utility rates, Nexamp always applies a 10% discount to these credits. Were committed to helping you maximize your savings and ensuring the process is easy to understand. 

  Please know that we take your feedback seriously. A member of our team will be reaching out to you directly to discuss your account and ensure that your concerns are thoroughly addressed. Thank you for bringing this to our attention and for the opportunity to make things right.