Customer ReviewsforNexamp

Hi ********,  

Thank you for your feedback. We sincerely apologize for the inconvenience and frustration you've experienced with our service. We take your concerns seriously and are committed to resolving them. 

To clarify, Nexamp bills in arrears, meaning there is a delay between when you see credits on your utility account and when we bill you. This ensures your utility costs have been reduced before you are invoiced by Nexamp at your 15% discount. This explains why you may still receive invoices even after canceling. We apologize for any confusion this has caused. We are still on track to honor the cancelation timeline provided by our representatives and as listed in your contract with Nexamp. 

Our goal is to provide exceptional customer service, and we are committed to reviewing your comments in detail. To address this promptly, we will also reach out to you privately to discuss your account further. Thank you for bringing this to our attention. 

Hello ****,  

Thank you for sharing your feedback. We are genuinely sorry to hear about your frustrating experience with our billing process and the seasonal fluctuations in credits. Providing a seamless customer experience is our top priority, and we apologize for not meeting your expectations. 

Our billing system operates in arrears, meaning you receive an invoice after solar credits have been applied to your account. We understand this can be confusing, especially with the seasonal nature of solar energy production. During the summer, you may receive higher credits due to increased solar production, whereas in winter, the credits are typically lower. However, these fluctuations are designed to balance out over the year, providing consistent savings. All credits remain on your account until used, ensuring you benefit fully from our program. Given these seasonal fluctuations, we recommend viewing your savings annually rather than monthly for a clearer understanding of the overall financial benefits. 

We deeply regret any inconvenience and confusion this has caused. Your experience is important to us, and we are committed to making improvements based on your feedback. 

Hello ******, 

We are sorry to hear you have not been pleased with your experience. Our team works hard to keep our customers well-informed about our program, and we apologize for any confusion or frustrations. 

In *****, when a customer requests to cancel, our contract states to provide 90 days' notice. This timeline is required so we can communicate the request with your utility and allow them ample time to remove your utility account from our ********************** farm. However, since you requested to cancel within the first 5 days of receiving your first Nexamp invoice, you were only responsible for paying that initial invoice. This means that although your utility had not finalized the cancelation, you were receiving additional solar credits at no charge. This does not negatively impact your account or the state, and the voided invoices are covered by Nexamp directly. This entire process is in accordance with ****** community solar policies. 

While we apologize for the frustrations you have felt, we hope the information provided here and within our direct correspondence with a senior member of our team has resolved your concerns. There is no further action needed on your account, and we thank you for your time. 

Hello ********,  

Thank you for your feedback. We apologize for the confusion and frustration youve experienced with our program. We are committed to helping you through this.  

At Nexamp, we aim to make solar energy accessible and beneficial for everyone. To clarify how our billing works, you will see the credits applied to your CMP bill under the "My Generation Details" section. These credits are applied monthly, and you will receive an invoice from Nexamp for these credits about 1-2 billing cycles later. This delay is necessary because we need CMP to apply the credits, send the bill to you with the credits applied, and then verify this information to accurately generate your invoice. It is important to remember that you receive a 15% discount on any credits applied towards your utility costs. 

Regarding your concern about having multiple forms of solar, it is allowed in *****. You can participate in our community solar programs even if you have personal solar panels. However, we were only notified about your personal solar panel installation upon your cancelation request as we do not have access to this information otherwise. We understand that the benefits of our program are not as easily recognized given your new installation of panels. 
Given this, we have been working with your utility to remove you from our solar project, which can take up to 90 days. This timeline is outlined in the agreement you signed with Nexamp and on the ************ of the ****** Advocate site. While we apologize for the frustrations, we can confirm that you will no longer receive future Nexamp invoices and your cancelation is complete. Any excess credits that are placed on your utility account can be used in future months to help offset the remaining charges your personal panels could not cover.  

At Nexamp, we strive to operate with integrity and ensure our customers needs are met. We will reach out to you personally to learn more and ensure we can align on the next steps to complete your cancelation smoothly. Thank you for your time and cooperation. 

Hi ****, 

Thank you for your feedback. We apologize for the frustration and confusion you experienced during the cancelation process of your account. At **********************, we strive to provide exceptional customer service, and it is clear we fell short in your case. 

We understand how important it is for your concerns to be addressed promptly and efficiently. We are aware that you were able to communicate with one of our senior team members, who helped resolve your concerns. We appreciate your patience throughout this process. 

Your feedback is invaluable to us, and we will continue to use it to improve our services to be as transparent and educational as possible. Thank you for bringing this matter to our attention, and please note that your account is being canceled as requested. We hope to provide a better experience in the future. 

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 had enrolled you in our program prior to our solar farm going live in order to confirm that you would have a reserved spot. Enrolling with Nexamp was free, and we strived to keep our customers informed throughout the process. Since you signed up, we have sent various ****eting emails and communications to update you on our crediting and invoicing processes. Our team works diligently to ensure transparency and timely information sharing with all our customers. 

When you enrolled in our program, we analyzed your electricity usage and costs to estimate a share size on our solar farm that should cover approximately 90% of your annual electricity expenses. If customers install ********************** panels after signing up, they need to inform us so we can adjust their share size accordingly. Unfortunately, we do not have access to this information and cannot make adjustments without being notified of usage changes. We understand that, given the circumstances with your personal solar panels, you may not see the full benefit of our program. 

When you cancel with Nexamp, we **** the cancelation request on your account immediately. However, in *****, when you cancel with a community solar provider like Nexamp, the cancelation can take up to 90-days. During that 90-day window you can still receive solar energy credits that reduce your CMP bill. Once removed from our project, any banked credits will continue to be used to offset your usage. This is why the original contract you signed with us, and the cancelation email we provided you in February mentioned that the process can take up to 90 days. 

At Nexamp, we work hard to ensure our customers are knowledgeable about and enjoy our program. We are dedicated to assisting you and will reach out personally to identify a solution that works best for both parties. Thank you for your patience and understanding as we strive to provide the best possible service. 

Hello *******, 

Thank you for your feedback. We apologize that you have had a poor experience with our organization. We received your request for cancelation on April 20th, at which time cancelation was marked on your account. An email was sent confirming the cancelation of your account, and letting you know that it can take up to 90-days for your account to be removed from our project. This timeline is consistent with the one listed in the agreement you signed with Nexamp, as we need to work with your utility to officially remove your from our solar farm. 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 cancellation is being finalized.  

While we apologize for any confusion or issues you may have experienced when attempting to email us previously, you can reach us at ************ or ******************************** if you have any further questions. We hope that this information was useful in resolving your concerns.  

Hello ****, 

Thank you for your feedback. We're sorry to hear about your concerns that you are not saving with our program. At Nexamp, we aim to provide transparency and clarity about how our community solar program operates, and we are happy to provide more details.  

To address your concern, the charges you see from Nexamp are related to both the amount of electricity your share of our solar farm produces, as well as your electricity consumption for the month. With the help of your solar energy credits, Nexamp aims to cover roughly 90% of your electricity costs for the year with National Grid. Please note that in your service territory, these credits apply solely to your usage costs which means they will not exceed what you would typically pay to your utility. If you produce excess solar credits, you will only pay for them when you need to use it.  

It is important to remember that while solar production and electricity consumption can vary throughout the year, you will always receive these credits at a 10% discount. Your higher-than-normal invoice could potentially be due to an increase in your electricity usage. More energy consumption means more credits are needed to cover your usage as needed. If you are particularly concerned about the amount and cost of electricity used on your utility bill, that would be something best suited to discuss with National Grid directly.  

We are proud to help tens of thousands of customers save on their electricity costs each month, and we are here to support you in understanding how you can maximize these savings. We will reach out to you directly to learn and assist more directly.