ComplaintsforNRG Energy, Inc.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We owned a home in *******, ** that we assumed the solar lease from the previous owners via NRG in July 2017 and sold June 30, 2020. We moved to a new home where we were to assume the solar lease. We had difficulties getting that new solar company to give us a ****, but we finally started getting billed in November of 2020, with a past due amount. We continued to pay, only to realize when our lease was ** in June 2021 that we had been billed by NRG for our prior house in spite of them having an assumption of liability agreement with the new owners. After over a month of leaving messages for customer service I got through to someone on 7/20/21. She noted that it had to be elevated to a supervisor, but needed the proof the checks came from me, which I provided that day. I have followed back up weekly to keep finding it needs additional supervisors to approve the $3000 in inappropriately billed lease. I need help getting them to pay the back due amount of payment billed in error.

  Business response

  09/06/2021

  The customer solar lease has been acquired by a new servicer as of Q3 2020.  We have sent the complaint to **************** dba Energy Service Experts to investigate what is being billed to the customer.  Per our billing, the homeowner was sent a refund of overpayment at time of the lease transfer in the amount of $465.64.  We are pending a response from Spruce as to what was the communication mentioned in the customer complaint. 

  Customer response

  09/29/2021

  
  Complaint: 15796808
  
  I am rejecting this response because: 

  Im in the military and was deployed overseas when this came through and am just now able to respond. Im now back and Im not satisfied with their answer. NRG sold off their accounts to Spruce who then started billing me on a closed account at the same time as I was anticipating a **** from a new solar company. Once it was discovered, I had paid Spruce $2025 and have communicated with them for the past three months about this erroneous billing. Every time I do they recognize there is a problem, that it was closed as of 30Jun2020, that they have a new solar lease agreement, but that it needs to be elevated to a higher manager and then I never get a response. Im about to seek legal options since they appear to express no desire to actually return the erroneously billed and collected overpayment. I would request any help possible to solve this through BBB rather than through litigation. 

  
  

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

  Business response

  05/13/2022

   

  This complaint for a former solar account that was transferred to Spruce Power. When we received the complaint, we sent notification to Spruce Power to have them address the customers concerns. NRG completed a transfer of the lease to the new homeowner during the transition of solar lease ownership to ***************** who continued to **** the old homeowner. Spruce had been made aware of this lease transfer and they are responsible for the handling of the customers complaint as ****** longer services or bills the account.  The complainant did appear to be aware of the fact that Spruce was the responsible company, but because Spruce failed to respond to their outreach, they filed the BBB complaint against NRG.

   

  *******

   

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