Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up with Arbor several months ago with the attempt of trying to save some money on my electric bill. I recently discovered a rate of six cents with with a company. I found that rate all on my own so I decided to turn off auto pilot so that arbor would not switch me into another electric company provider. Once my new selection showed up on my Electric bill, I turned auto pilot back on. I know that Arbor will compare your most recent statement from your energy supplier and only make changes if they see a better rate. It appears to me that Arbor only acknowledges rates through companies that they support. In my case, I had a six cent rate And they decided to move me to a 9.8 cent rate because in their eyes it was a better rate. I fail to see how this is can be considered a better rate. Of course I have no proof, but I consider such a move to be only beneficial to Arbor - Assuming that they get a kickback for getting new customers. So Ive decided to try to cancel the request that Arbor initiated, but I dont feel like theyll be able to do it as the process is already in motion. Going forward I will cancel my service with them. Considering that I use nearly 800 kWh a month, and this is a four cent increase, because of Arbors actions my electric will go up by $32.

  

  Business response

  01/10/2025

  Summary
  
  Thank you for bringing the matter of *** ******* complaint to our attention regarding the contestation of their enrollment with Think Energy. Their signup with Arbor was entirely self-serve, self-initiated, and proceeded as outlined below. We acted in accordance with their choice of Autopilot, which granted us the authority to request a rate whenever we find a lower rate for their electric service. 
  
  Customer Timeline
  
  Initial Signup: Our records indicate *** initially signed up with us on October 29th, 2024. As always, signup is entirely self-serve and digital. There are no door-to-door sales or telemarketing at Arbor. 
  Autopilot Activation: During signup, *** elected to activate Autopilot, granting us permission to request a new supply rate on their behalf when we find a rate lower than their current supply rate.
  Contract Submission: On November 18th 2024, we submitted *** to the rate of $0.09800/kWh with APG&E. An email was sent to *** on November 18th confirming the rate.
  Rate Cancelation: On November 18th, 2024, we received a request from *** to cancel their Arbor-initiated rate. We responded that same day and the rate submission was canceled on November 18th, 2024.
  Contract Submission: With Autopilot still enabled, on January 9th 2025, we submitted *** to the rate of $0.09800/kWh with Think Energy. An email was sent to *** on January 9th confirming the rate.
  Rate Cancelation: On January 9th, 2025, we received a request from *** to cancel their Arbor-initiated rate. We responded that same day and a cancelation request was canceled.
  
  Arbor Response
  
  *** signed up with Arbor on October 29th and was first submitted to a low rate of $0.0978/kWh through APGE on November 18th. On that same ***, *** reached out to request that this new rate be canceled, as he had found a lower rate elsewhere. We responded promptly, and a cancellation request was submitted to ensure the rate would not take effect.
  With Autopilot still enabled on **** account, another rate submission occurred on January 9th, 2025, to Think Energy at $0.0989/kWh. Understandably, *** reached out again on January 9th to question the new rate submission and requested that it also be canceled. We responded the same day to apologize for the error, and a cancellation request was immediately sent to ensure the rate would not be processed.
  
  Both requests were promptly addressed, with neither rate transferring to **** ****, and both submissions occurring while Autopilot was active. However, we regret that *** was mistakenly submitted to a higher rate after confirming his lower rate with a separate supplier. As *** mentioned in his email feedback dated November 18th, a miscommunication occurred as the initial submission was made before his new lower rate was confirmed.
  
  Going forward, with Autopilot now disabled on Toms account, we have recorded his current supply rate of $0.066/kWh and will continue to monitor the market for an even lower rate. If a more favorable rate becomes available, we will notify *** so he can opt in manually if he chooses to proceed.
  
  At Arbor, we take pride in providing transparency and ease of service to our customers. While we regret the inconvenience caused by this error, we are glad the situation was resolved quickly to ensure *** incurred no additional fees and his competitive rate plan was not interrupted.
  
  While Arbor does not have every rate available within our network, we are proud to offer a vast selection of competitive rates through our direct supply partners. Our goal is to make the process of finding and switching to lower rates as seamless as possible.
  
  We value Toms feedback and remain committed to ensuring his satisfaction. We left a voicemail earlier today and welcome the opportunity to connect directly to ensure all concerns are fully resolved. All the best.
  

  Customer response

  01/10/2025

  Complaint: 22790127
  
  I am rejecting this response because: Arbor has reached out to me several times since knowing that BBB is involved. Im filing this complaint to let other customers know what can happen. Basically they did not recognize my lower rate and simply decided to use a higher rate that belonged to the electric companies in their system. See my attached screenshot for proof. They then are rewarded by that electric  company for acquiring me as a new customer. What they did was self serving and dishonest. They have assured me that my electric bill will not be changed but I am at a disadvantage because I wont know that until my electric bill comes in about a month. 
  
  Regards,
  
  *** ******

  

  Business response

  01/13/2025

  ***,
  
  We appreciate your follow-up.
  
  We want to emphasize that our goal is always to help customers save money by finding and submitting them to lower, competitive rates.
  
  We regret that an error occurred in your case, where your account was not properly flagged with the lower rate you had confirmed, leading to the submission of a higher rate. This was not our intention, and we take full responsibility for the mistake.
  
  We took immediate action to cancel the submission and can confirm that this rate was not applied to your account. While we understand you wont know for certain until your next bill arrives, we want to assure you that no charges from the erroneous submission will be passed on to you. If you notice any discrepancies on your upcoming bill, please let us know, and we will ensure that any incorrect or over charges are fully reimbursed.
  
  Like most businesses, we are compensated by our supplier partners when we refer customers. However, we are not incentivized to submit customers to higher rates. Our service is designed to evaluate your current rate against the market and find opportunities for savings. If a mistake occurs, as it did here, we work quickly to correct it and ensure our customers interests are protected.
  
  We truly value your feedback and want to ensure that we continue to earn your trust. If you have further questions or notice any issues, please dont hesitate to reach out. All the best.

  Customer response

  01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** ******

• Initial Complaint

  12/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with Arbor with the promise that they would help me lower my energy bill. First month my bill doubled as I was being charged by 2 different energy companies. I reached out to Arbor and was told to give it a month to see the old energy company drop off the bill. After this did not happen, I contacted them and asked to cancel and I was told that they would. I proceeded to ask multiple times to cancel as I continued to be charged double for multiple months. I was then told to call the energy company, which I did and they had no idea who Arbor was, but they did have my account on file and told me they would cancel. This has been one of the worst experiences with a company and a total scam. in the span of 5-6 months I paid well over $400 extra on my energy bill, because Arbor made a false promise of saving me money.

  

  Business response

  12/06/2024

  Summary:
  
  Thank you for bringing the matter of ******** ******** complaint to our attention regarding the contestation of their enrollment with Major Energy. Their signup with Arbor was entirely self-serve, self-initiated, and proceeded as outlined below. We acted in accordance with their choice of Autopilot, which granted us the authority to request a rate whenever we find a lower rate for their electric service. 

  Customer Timeline:
  Initial Signup: Our records indicate ******** ******* initially signed up with us on February 20th, 2024. As always, signup is entirely self-serve and digital. There are no door-to-door sales or telemarketing at Arbor. Autopilot Activation: During signup, ******** elected to activate Autopilot, granting us permission to request a new supply rate on their behalf when we find a rate lower than their current supply rate. Contract Submission: On February 20th, 2024, we submitted ******** to the rate of $0.08790/kWh with Major Energy. An email was sent to ******** on February 20th confirming the rate. Contract Confirmation: On February 27th, 2024, the contract was confirmed with Major Energy. An email was sent to ******** informing them of the successful confirmation. Rate and account Cancelation: On August 1st, 2024, we received a request from ******** to cancel their Arbor-initiated rate and account. A cancelation request was submitted to the supplier on August 2nd, 2024, and Wilfridos Arbor account was deactivated.

  Billing Context:
  ******** was submitted to the lower supply rate through Major Energy at $.08790/kWh on February 20th, 2024. On Wilfridos Meted statement dated March 5th, 2024, The Major Energy rate kicked in in the middle of the billing cycle. The usage was 805kWh, 711 of which were supplied by ***** from January 31st, 2024 through February 23rd, 2024, and the remaining 94 were supplied by Major Energy for the remainder of the billing cycle from February 24th, 2024 through February 29th, 2024.

  Rather than being overcharged for the same usage, the bill included delivery charges from Met-** and supply charges from both Met-** and Major Energy. ***** will always be responsible for energy delivery, however once ******** was placed on the lower rate through Major Energy, the bill reflected the lower rate for supply charges. Since the new lower rate began mid-cycle, the bill reflected both suppliers charges for that period. If ******** had been with ***** as a supplier for the full duration of that billing cycle, the supply charge would have amounted to $91.04 instead of the $88.65 they were charged ($80.39 in supply charges from Meted and $8.26 from Major Energy), resulting in an overall savings of $10.65 for that billing period.
  
  Regarding the cancellation request, ******** reached out on the evening of August 1, 2024, to request the cancellation of both their supplier rate and Arbor account. We promptly responded on August 2, confirming we had submitted the cancellation request to Major Energy and deactivated Wilfridos Arbor account. Unfortunately, there was a delay on the suppliers end in processing the cancellation, which we understand caused the Major Energy rate to continue appearing on Wilfridos bill.
  
  We advised ******** to monitor their next bill, as rate cancellations can take up to two billing cycles to process. When ******** reached out again on December 4th, advising that the rate still had not been canceled, we immediately took further steps to resolve the issue. We contacted Major Energy to ensure the contract was dropped and have been actively monitoring the account to confirm completion.
  
  Rather than having any added costs as a result of this rate switch, we are confident that this lower rate led to financial savings. From February, when ******** was first enrolled, through August, when we lost access to their account due to the account deactivation, the lower rate of $.08790/kWh resulted in $98.94 in supply cost savings. Similarly, on the November statement ******** shared with us, the supply charge amounted to $53.44, reflecting a $9.85 savings compared to Meteds standard supply rate of $.1041/kWh.
  
  While we cannot issue a reimbursement in this case due to the lower rate leading to overall savings, we have issued ******** a complimentary gift card as a gesture of goodwill and to help alleviate the inconvenience of the suppliers delay in canceling Wilfridos rate.
  
  At Arbor, we take customer satisfaction and transparency seriously. We apologize for any negative experience caused by the suppliers delay and are actively monitoring the situation to ensure the rate cancellation is fully processed. We left ******** a voicemail and welcome the opportunity to connect further to address any remaining questions or concerns.
  

  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for Arbor because they claimed they could lower my electricity bill, instead they have me locked into a contract with a company that has added almost $300 to my bill through a fee! The attached photo shows the huge increases! Don't give me any junk responses about this being voluntary or having no control over hidden fees because I shouldn't have to pay anything for this huge mistake YOU made in signing me up for a supplier that would charge a supply fee! You chose these people for me, I trusted you to find them, don't tell me that all you look for is the best rate and it's not your job to investigate anything else, that's garbage! You would be the worst service ever if you did absolutely nothing else but input numbers into a column and not ensure your customers aren't getting hosed by the suppliers you are referring them to! UNLESS this is some scam and you get a finders fee, and it gets paid by this supplier fee! Maybe the news outlets should investigate that! Find a way to get me out of this contract and get my $$$ for the supplier fee I should not be paying, that is the only acceptable response for this case!

  

  Business response

  10/28/2024

  Dear BBB,

  Thank you for bringing the matter of ******* ******* complaint to our attention regarding the contestation of their enrollment with ********. Their signup with Arbor was entirely self-serve, self-initiated, and proceeded as outlined below. We acted in accordance with their choice of Autopilot, which granted us the authority to request a rate whenever we find a lower rate for their electric service. 
  
  Customer Timeline:

  Initial Signup: Our records indicate ******* signed up with us on August 10th 2024 through a marketing link which led to our direct website to complete enrollment. During signup, ******* elected to activate autopilot, granting us permission to request a new supply rate on their behalf when we find a rate lower than their current supply rate. 

  Rate Submission: On September 4th 2024, we submitted ******* to the lower supply rate through ******** at $0.11000/kWh, replacing Baltimore Gas and Electric's base rate of $0.11922/kWh. None of Arbors rates include service fees or hidden charges.
  
  Budget Billing Context: ******* is currently enrolled in a budget billing plan with Baltimore Gas and Electric (BGE). While budget billing practices vary by utility, switching to a lower supply rate should still result in financial benefits over time. We recommend customers confirm directly with their utility to ensure budget billing is compatible with any competitive supply changes, as each utility may have specific rules and requirements. For ***, the budget billing amount is adjusted annually. ********* current payment of $698/month to *** includes both supply and delivery charges. Initially, when switching to a competitive supplier, *** may not update the budget billing amount to exclude the supply charges, resulting in a separate charge from the new supplier. The additional $297 charge from ******** reflects the supply charge and is not a hidden fee. As savings accumulate over time with the new supply rate, customers typically see a significant credit at the end of the budget billing period, leading to a lower monthly amount in future cycles.
  
  Customer Outreach: ************************* ******* had not reached out until they contacted our support chatbot on October 24th requesting an account cancelation and advising they had canceled the rate through *********  We reached out to ******* on October 24th and 25th via phone and email to discuss a resolution, leaving a voicemail but have not yet received a response. Per the request to close their Arbor account, the account was deactivated the same day, and a confirmation email was sent to acknowledge the change. We understand ********* concerns regarding the extra supply charge during their budget billing cycle. While budget billing may initially result in an additional charge, this will be reconciled in their balance month, often resulting in savings over time. We encourage ******* to contact us directly so we can address their concerns more thoroughly and discuss any possible resolutions.
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint because Arbor fraudulently signing me up for their energy source. They signed me up for services that I never applied to. When I looked at my energy bill it was a ***** charge from a company they used called Verde Energy. I called and requested they remove that service immediately. I was told it was removed. Fast forward to another month and I have another charge of *****. This is now an additional charge on top of my regular electricity bill. Verde Energy told me that Arbor signed me up for their services. I did not sign up for any service through anyone. I am and have always been fine with my electricity bill. I never signed up with any company to look for any other energy source. I don't know how they got my information.

  

  Business response

  06/24/2024

  Summary:

  
  Thank you for bringing the matter of ************ complaint to our attention, regarding the contestation of their enrollment with Arbor and rate submission to Verde Energy. Jvonnas signup with Arbor was entirely self-serve, self-initiated, and proceeded as outlined below. We acted in accordance with their choice of Autopilot, elected during signup, which granted us the authority to request a rate whenever we find a lower rate for their electric service. After notification of their confirmed new rate(s), with all of the rate details, ****** did not reach out to us until June 2nd to request a rate and account deactivation, to which we responded that same day. Regarding reimbursement,  a refund is unable to be issued, as the supply plan Jvonna was submitted on through Arbor provided a savings in relation to the default supply rate of the utility. If they are on budget billing, their budget billing balance would have excluded supply charges from their utility, allowing them to realize their savings. Attached you will find Arbor's Terms of Service (ToS) and the associated Letter of Authorization (***) for ******. The *** includes the timestamp and IP address pertaining to their agreement of the Terms of Service during their enrollment with Arbor, which is all online through the signup funnel on our website. Jvonna may reach out to us at ************************************** with any questions or concerns.

  
  Customer Timeline:

  
  Initial Signup: Our records indicate ****** initially signed up with us on 3/1/24. As always, signup is entirely self-serve and digital. There are no door-to-door sales or telemarketing at Arbor. ****** enrolled through a ******** ad that then led them to our website to complete enrollment.
  Autopilot Activation: During signup on 3/1/24, ****** elected to activate Autopilot, granting us permission to request a new supply rate on their behalf. 
  Utility Information: Jvonna linked their ************************* utility account with ******************** by uploading a copy of their bill on 3/1/24.
  Rate Approval: Since ****** selected Autopilot during enrollment, no manual rate switch approval was needed. ****** was notified on their dashboard on 3/4/24 that we were in the process of securing a new rate for them. 
  Rate Submission: On 3/4/2424, Jvonna was submitted to the Verde Energy fixed supply rate of $0.12290/kWh for a 12 month term. A confirmation email of such was sent to Jvonna that same day. 
  Rate and Account Cancellation: On 6/2/24, we received an email from ****** requesting to cancel the Verde rate and their Arbor account. We requested confirmation of this decision from the customer that same day and submitted a rate cancel request to Verde Energy as well as deactivated their Arbor account entirely on 6/3/24. 
  Customer Outreach: ****** reached out via our support email and our online chatbot on 6/2/24 regarding a rate and account cancellation. We remain available to assist with any outstanding questions through any of our available support channels. 
  

  
  

  Customer response

  06/24/2024

  Complaint: 21883098
  
  I am rejecting this response because: I am not the one who signed up for this service. I never signed a form or anything. I'm praying this isn't someone else apart of a data breach, but this is not me. All of these emails had gone to my junk email folder which I do not check. The only reason I knew to contact Arbor was because after I received my bill from ********************** It had Verde energy on it, they told me to contact Arbor. 
  
  Regards,
  
  Jvonna Bard

  

  Business response

  06/24/2024

  Dear BBB,

  We have received Jvonnas response and are happy to clarify our sign-up process here at Arbor. Our sign-up is entirely self-service and self-initiated through our website at joinarbor.com. Our records indicate that ****** signed up on 3/1/24 through a ******** ad, which led directly to our website to complete enrollment. During enrollment, ****** uploaded a photo of their ************************* electric bill dated 2/8/24, which successfully linked their utility account with ********************.

  We understand that emails may have been directed to the customer's junk folder, which could have led to missed notifications. However, all actions taken were based on the permissions and agreements made during the self-service signup.

  Attached is a copy of ************ Letter of Authorization, which grants Arbor the explicit authority to act on their behalf for energy supply matters. This document includes the timestamp and IP address, confirming their agreement to our Terms of Service.

  Jvonnas account with ******************** is now deactivated, and we remain available to address any outstanding questions or concerns about enrollment or otherwise.
  

  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently filed a complaint about Clearview energy fraudulently signing me up for their energy source. They responded that a third party website had signed me up with them. They named the place Arbor in their rebuttal and said i need to contact them to have my information removed and I signed up with Arbor. I never signed up with any company to look for any other energy source. I don't know how they got my information. I want them to remove me from whatever list they have me on. I emailed them with no response. This is all fraud. I don't want any part if it.

  

  Business response

  05/10/2024

  Thank you for bringing the matter of ****************** complaint to our attention, regarding the contestation of their enrollment with Arbor. Pilars signup with Arbor was entirely self-serve, self-initiated, and proceeded as outlined below. We acted in accordance with their choice of Autopilot, elected during signup, which granted us the authority to request a rate whenever we find a lower rate for their electric service. After notification of their confirmed new rate(s), with all of the rate details, there was never a response or request to opt-out from *****. Upon receipt of this complaint, we deactivated Pilars Arbor account as requested. Attached you will find Arbor's Terms of Service (ToS) and the associated Letter of Authorization (***) for *****. The *** includes the timestamp and IP address pertaining to their agreement of the Terms of Service during their enrollment with Arbor, which is all online through the signup funnel on our website. ***** may reach out to us at ************************************** with any questions or concerns.

  
  Customer Timeline

  Initial Signup: Our records indicate ***** initially signed up with us on 10/17/23. As always, signup is entirely self-serve and digital. There are no door-to-door sales or telemarketing at Arbor. ***** enrolled through a tiktok ad that then led them to our website to complete enrollment.

  Autopilot Activation: During signup on 10/17/23, ***** elected to activate Autopilot, granting us permission to request a new supply rate on their behalf. 
  Utility Information: ***** attempted to link their National Grid utility account with ******************** by syncing their National Grid online profile with us on 3/17/23. The link was unsuccessful at first but ***** corrected their credentials on 1/16/24.

  Rate Approval: Since ***** selected Autopilot during enrollment, no manual rate switch approval was needed. ***** was notified on their dashboard on 1/16/24 that we were in the process of securing a new rate for them. 
  Rate Submission: The next day, on 1/17/24, ***** was submitted to the Clearview Energy fixed supply rate of $0.1269/kWh for a 12 month term. A confirmation email of such was sent to ***** that same day. The rate provided a 30% savings against ************** standard supply rate of $0.1821/kWh.

  Rate Drop: On 2/1/24, we received notification from Clearview that ***** was dropped from the rate plan we had submitted them on.

  Second Rate Submission Attempt: On 3/25/24, we submitted ***** to the Verde Energy fixed supply rate of $0.1389/kWh for a 12 month term. A confirmation email of such was sent to ***** that same day.

  Second Rate Drop: On 4/2/24, we received notification from Verde that ***** was dropped from the rate plan we had submitted them on.

  Final Rate Submission Attempt: On 4/15/24, we submitted ***** to the Clearview Energy fixed supply rate of $0.1089/kWh for a 6 month term. A confirmation email of such was sent to ***** that same day.

  Final Rate Drop: On 5/6/24, we received notification from ********* that ***** was again dropped from the rate plan we had submitted them on. Due to three consecutive drops occurring, we ceased attempting new rate plan submissions and notified ***** via email that we were having trouble successfully submitting them onto a new rate plan.

  Account Cancellation: On 5/9/24, upon receipt of this complaint, Arbor deactivated Pilars Arbor account and a confirmation email was sent to ***** confirming so.

  Customer Outreach: There is no record of ***** ever reaching out through our support channels, email or chat. Chat is capable through a customers dashboard or a customer can email in to **************************************

  Customer response

  05/15/2024

  Complaint: 21687007
  
  I am rejecting this response because:
  I just want to make sure I am no longer apart of this companies sign up.  I don't recall any of this but non the less I don't want to be apart of your company and would like anything that has my information in your system. 
  Regards,
  
  ***********************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went onto their website sometime over the last weekend, just to see what was available for lowering our electric bills. I was only looking, I never agreed to be signed up for ************* services. I don't have a contract or even know the terms of what they signed me up for. Seems to me they are a scam, and if you use their website, you are just randomly signed up for whatever they choose.

  

  Business response

  02/28/2024

  Thank you for bringing the matter of ************************* complaint to our attention, regarding the contestation of Autopilot enrollment with Arbor. Zoes signup with Arbor was entirely self-serve, self-initiated, and proceeded as outlined below. We acted in accordance with their choice of Autopilot, elected during signup, which granted us the authority to request a rate whenever we find a lower rate for their electric service. After notification of their confirmed new rate, with all of the rate details, there was no response or request to opt-out. Upon receipt of this complaint and customer voicemail, we attempted to contact *** via phone with no success. Attached you will find Arbor's Terms of Service (ToS) and the associated Letter of Authorization (***) for ***. The *** includes the timestamp and IP address pertaining to their agreement of the Terms of Service during their enrollment with Arbor, which is all online through the signup funnel on our website. ************* reach out to us at ************************************** with any questions or concerns.
  
  Customer Timeline:
  
  Initial Signup: Our records indicate *** initially signed up with us on 2/24/24. As always, signup is entirely self-serve and digital. There are no door-to-door sales or telemarketing at Arbor. *** did not enroll through an affiliate link, which means they naturally came to our website on their own or via social media.
  
  Autopilot Activation: During signup on 2/24/24, *** elected to activate Autopilot, granting us permission to request a new supply rate on their behalf. A confirmation email of such was sent that same day. *** opened this email that same day.
  
  Utility Information: *** linked their AEP Energy utility account with ******************** by syncing their AEP Energy online profile on 2/24/24. A confirmation email of such was sent and opened that same day.
  
  Rate Approval: Since *** selected Autopilot during enrollment, no manual rate switch approval was needed. *** was notified on their dashboard and via email on 2/24/24 that we were in the process of securing a new rate for them. *** opened this email that same day.
  
  Rate Submission: Later that day, on 2/24/24, *** was submitted to the Constellation Energy supply rate of $0.05490/kWh. A confirmation email of such was sent and opened that same day. This rate provides over a 50% savings against AEP Energys standard supply rate of $0.11320/kWh.
  
  Rate Cancellation: On 2/28/24, upon receipt of this complaint and a customer voicemail, ******************** submitted a rate cancellation request to Constellation and closed Zoes Arbor account. A confirmation email was sent to *** shortly after.
  
  Customer Outreach: On 2/27/24, around the same time we received Zoes BBB complaint, we received a voicemail from ***. We attempted a phone call to *** the morning of 2/28/24 to clarify their concerns. *** did not answer, but a voicemail was left.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They signed me up for a 3rd party utility that i didnt approve. I was under the impression id have more info about what party i was being setup with prior to enrollment. Now i owe this 3rd party a cancelation fee. This is a bait and switch since you dont get to see the full terms before you're enrolled in a 12 month agreement.

  

  Business response

  02/12/2024

  Summary
  Thank you for bringing the matter of ********************* complaint to our attention, regarding the contestation of Autopilot enrollment with Arbor and our Early Termination Fee (***) policy. ****** signup with Arbor was entirely self-serve, self-initiated, and proceeded as outlined below. We acted in accordance with their choice of Autopilot, elected during signup, which granted us the authority to request a rate whenever we find a lower rate for their electric service. After notification of their confirmed new rate, with all of the rate details, there was no response or any requests to opt-out. Upon receipt of this complaint, we attempted to contact ***** via phone and email with no success. Attached you will find Arbor's Terms of Service (ToS) and the associated Letter of Authorization (***) for *****. The *** includes the timestamp and IP address pertaining to their agreement of the Terms of Service during their enrollment with Arbor, which is all online through the signup funnel on our website. ***************** reach out to us at ************************************** with any questions or concerns.

  
  Customer Timeline
  Initial Signup: Our records indicate ***** initially signed up with us on 1/28/24. As always, signup is entirely self-serve and digital. There are no door-to-door sales or telemarketing at Arbor. ***** did not enroll through an affiliate link, which means they naturally came to our website on their own or via social media.
  Autopilot Activation: During signup on 1/28/24, ***** elected to activate Autopilot, granting us permission to request a new supply rate on their behalf. A confirmation email of such was sent that same day. However, ***** has not opened any account notification email we have sent.
  Utility Information: ***** linked their PECO utility account with ******************** by providing their utility account number during signup on 1/28/24 and manually submitting their supply rate. A confirmation email of such was sent that same day.
  Rate Approval: Since ***** selected Autopilot during enrollment, no manual rate switch approval was needed. ***** was notified on their dashboard and via email of the new supply rate selected on their behalf and that we were in the process of securing it for them.
  Rate Submission: On 1/29/24, ***** was submitted to the Clearview Energy rate of $0.06390/kWh and the rate became active on 2/2/24. A confirmation email of such was sent that same day.
  Rate Drop: On 2/9/24, Arbor received notice that the Clearview rate was dropped. We did not receive notice of the reason it was dropped, which could be due to several factors, including customer initiated rate cancellation. A rate drop email was sent to ***** that same day.
  Autopilot Disablement: On 2/7//24, ***** disabled Autopilot on their dashboard. A confirmation email of such was sent to ***** that same day. 
  Customer Outreach: On 2/12/24, upon receipt of the BBB complaint, we attempted a phone call to ***** to clarify their concerns and review our early termination fee (***) policy. ***** did not answer, but a voicemail was left. A follow up email was sent to *****, which reviewed their enrollment in Autopilot and our *** policy. The email asked ***** to send a copy of the *** statement they received so Arbor can review and reimburse if necessary.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A few minutes ago I created an account to check out their service. As you can see from the screen shots it says it is switching me. I never agreed to be switched. And they have no customer service number and their email is a Gmail address.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has signed me up for a service I did not ask to be signed up to . They say in their email you can opt out of the service by responding to their email . But they refuse to cancel the service when you request it and say you have to call them to cancel . It's a major issue because they are messing with your monthly energy bills by signing you up for a power company you don't want .

  

  Business response

  05/08/2023

  We cancelled the enrollment as this user, ***************************, requested. We addressed the concern and have closed this ticket out on our end.

  Thank you,

  *******

  Customer response

  05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩