Arcadia

Hi Tim - We're so sorry that it sounds like you did not enjoy your Arcadia experience and that it sounds like you had a hard time resetting your Pepco account. We take security and privacy seriously, and offer bank-level security with PCI-DSS compliance when it comes to your payment processing. In order to provide you with our Bill Pay services and to match your energy usage with clean wind energy, we do require access to your utility, which we explain in our terms of service and in our Support Center. If a member ever has an issue with logging into their utility or their Arcadia account, we are able to assist in restoring it with your permission. It looks like you were working with one of our agents who offered that resolution, but if you have any further questions or need further assistance, our team is here to help. You can call us at (866) 526-0083 M-F between 9am and 5pm EST or email us [email protected].

Thank you for passing along ***' feedback about his recent Arcadia experience. Indeed, it appears there was a billing error that has since been resolved by our team, who has been in contact with ***'. We are confident this should be resolved, but we are happy to detail ***' corrected bill here.

*** did not have a past due, but he did have a balance due of $94.51. Essentially, ***'s *** Power Bill would have been $94.22 without Arcadia's Community Solar savings program. Per the terms of ***' solar agreement, he gets to keep 5% of any total solar savings that are applied to his bill, understanding that the rest (95%) goes back to the developer to maintain his project. *** had a total credit of $94.22 applied to his *** bill making his *** Power bill $0, but he is only entitled to keep $4.71 of that (5%). As a result, his total responsibility was $89.50 (less than what his power bill would have been without his enrollment in our Community Solar program. However, because *** is also a Premium Arcadia member, he does pay extra for a 100% Wind Energy match, which was $5 here, bringing his total Arcadia statement to $94.51.

Our Premium program is optional, and to date, *** has not indicated that he would like to downgrade to our Free program for a 50% wind energy match. If he were to express this, we would happily switch his plan.

We hope this resolves his issue. If he has further feedback he may continue communicating with our manager by replying to the email we sent him, or he can contact our team at M-F from 9am to 8pm EST.

Thank you for passing along ***' feedback about his recent Arcadia experience. Indeed, it appears there was a billing error that has since been resolved by our team, who has been in contact with ***'. We are confident this should be resolved, but we are happy to detail ***' corrected bill here.

*** did not have a past due, but he did have a balance due of $94.51. Essentially, ***'s *** Power Bill would have been $94.22 without Arcadia's Community Solar savings program. Per the terms of ***' solar agreement, he gets to keep 5% of any total solar savings that are applied to his bill, understanding that the rest (95%) goes back to the developer to maintain his project. *** had a total credit of $94.22 applied to his *** bill making his *** Power bill $0, but he is only entitled to keep $4.71 of that (5%). As a result, his total responsibility was $89.50 (less than what his power bill would have been without his enrollment in our Community Solar program. However, because *** is also a Premium Arcadia member, he does pay extra for a 100% Wind Energy match, which was $5 here, bringing his total Arcadia statement to $94.51.

Our Premium program is optional, and to date, *** has not indicated that he would like to downgrade to our Free program for a 50% wind energy match. If he were to express this, we would happily switch his plan.

We hope this resolves his issue. If he has further feedback he may continue communicating with our manager by replying to the email we sent him, or he can contact our team at M-F from 9am to 8pm EST.

Thank you for passing along ***'s feedback. We're sorry to hear that *** didn't enjoy her experience as an Arcadia member, but we are happy to address her concerns. In addition to addressing her concerns here, our support team has also been in contact with *** via email and phone between 10/16/19 through 4/13/20 where we have also relayed this information. We hope this will be useful in addressing her concerns and also communicating why we are unable to offer a billing adjustment, since *** actually paid less on her utility bills than she would have had she not been enrolled in our Community Solar program.

*** signed up with Arcadia and linked her *** account to our platform on 04/26/2019, where she agreed to our terms of service as is required for membership. On 5/15/19, we sent *** an email stating we’re ready to connect her to a solar project in Schaghticoke, NY and that she could opt-out if she did not want to participate by 5/22/19 by replying to her email. The email included her community solar agreement, which states the 90-day cancellation period on page 1. We email our members notification of their enrollment along with their subscriber agreement ahead of time so that they have ample time to read the agreement and opt-out if they so choose. Since *** did not opt-out by the opt-out date stated in her email, we enrolled her in Community Solar, per our terms of service. We have attached both her community solar agreement and a copy of the email she received in this response.

Regarding the reconciliation of her *** statements with her Arcadia statements, we completely agree with *** that understanding her Arcadia statement in comparison to her to *** statement can be confusing, and we do everything we can to make this as easy to understand as possible, including by providing bill breakdown resources for *** customers publicly on our website, which *** can view here: https://support.arcadia.com/hc/en-us/articles/360008930393-How-is-My-Bill-Calculated-with-Community-Solar-

While it is true that Arcadia statements with Community Solar credits will reflect a higher balance than compared to their corresponding *** statements, it is important to understand that the *** statement reflects 100% of the solar credits applied to ***’s account. Per ***’s solar agreement with the developer, *** only gets to keep 5% of these total savings as a personal savings on her bill. The other 95% is paid back to the developer to maintain her project, and that 95% is reflected on her Arcadia statement.

All that said, *** still paid less because she was enrolled with Community Solar. For example, on her April *** statement, had *** not been enrolled in Community Solar, none of the total credits of $35.21 would have been applied to her bill, and she would have been responsible for $124.45 without Arcadia. Because she got to keep 5% of the $35.21 savings, her bill was $122.69, $1.76 lower than it would have been. So Arcadia saved her money and did so each month that she was enrolled and there was a Community Net Metering Adjustment credit on her *** bill. It is understandable how *** believes her Arcadia statements were on average $30 higher than her *** bills, but when you consider that the $30 (on average) was a Community Solar savings of which *** got to keep 5%, we hope that breakdown becomes more clear and that the savings become apparent.

We’ve attached ***’s *** statements where one can see the line items labeled as a “Community Net Metering Adjustment credit.” Again, this credit would not have appeared on her bill had she not joined Arcadia and been enrolled in Community Solar. If one multiplies that credit by .05%, they will see the allotted portion of the solar savings, which matches what is reflected on ***’s Arcadia statements.

Regarding ***’s account access, none of ***’s account information has been deleted. However, when members close their accounts, they do lose login access to our platform, but we are always happy to provide any information upon request as we are doing here. Per her request, we have attached her *** Bills with net metering credits as well as her Arcadia statements reflecting her 5% portion of those credits wherever net metering credits were applied.

We understand that *** believes she was never made aware of or was confused by the 90-day cancellation period required to remove her from her Community Solar project. We have attached the email we sent which links to her solar agreement, which lists the 90-day cancellation period on page 1 of the agreement in the summary section.

Lastly, we also understand that *** has expressed frustration in reference to how Arcadia is listed on credit card statements. Arcadia did change its name from Arcadia Power to Arcadia in December. Arcadia may also have shown up as Arcadia Power, Inc.

We do hope this breakdown was helpful. Since *** did save money on our platform and was not charged extra, we are unable to offer a billing adjustment. If *** has any further questions, she may reach out to us at [email protected]. We answer all emails within 24 hours 7 days a week. She may also call us at *** M-F between 9am and 8pm, and we would be happy to speak with her.

Thank you for passing along ***'s feedback. We're sorry to hear that *** didn't enjoy her experience as an Arcadia member, but we are happy to address her concerns. In addition to addressing her concerns here, our support team has also been in contact with *** via email and phone between 10/16/19 through 4/13/20 where we have also relayed this information. We hope this will be useful in addressing her concerns and also communicating why we are unable to offer a billing adjustment, since *** actually paid less on her utility bills than she would have had she not been enrolled in our Community Solar program.

*** signed up with Arcadia and linked her *** account to our platform on 04/26/2019, where she agreed to our terms of service as is required for membership. On 5/15/19, we sent *** an email stating we’re ready to connect her to a solar project in Schaghticoke, NY and that she could opt-out if she did not want to participate by 5/22/19 by replying to her email. The email included her community solar agreement, which states the 90-day cancellation period on page 1. We email our members notification of their enrollment along with their subscriber agreement ahead of time so that they have ample time to read the agreement and opt-out if they so choose. Since *** did not opt-out by the opt-out date stated in her email, we enrolled her in Community Solar, per our terms of service. We have attached both her community solar agreement and a copy of the email she received in this response.

Regarding the reconciliation of her *** statements with her Arcadia statements, we completely agree with *** that understanding her Arcadia statement in comparison to her to *** statement can be confusing, and we do everything we can to make this as easy to understand as possible, including by providing bill breakdown resources for *** customers publicly on our website, which *** can view here: https://support.arcadia.com/hc/en-us/articles/360008930393-How-is-My-Bill-Calculated-with-Community-Solar-

While it is true that Arcadia statements with Community Solar credits will reflect a higher balance than compared to their corresponding *** statements, it is important to understand that the *** statement reflects 100% of the solar credits applied to ***’s account. Per ***’s solar agreement with the developer, *** only gets to keep 5% of these total savings as a personal savings on her bill. The other 95% is paid back to the developer to maintain her project, and that 95% is reflected on her Arcadia statement.

All that said, *** still paid less because she was enrolled with Community Solar. For example, on her April *** statement, had *** not been enrolled in Community Solar, none of the total credits of $35.21 would have been applied to her bill, and she would have been responsible for $124.45 without Arcadia. Because she got to keep 5% of the $35.21 savings, her bill was $122.69, $1.76 lower than it would have been. So Arcadia saved her money and did so each month that she was enrolled and there was a Community Net Metering Adjustment credit on her *** bill. It is understandable how *** believes her Arcadia statements were on average $30 higher than her *** bills, but when you consider that the $30 (on average) was a Community Solar savings of which *** got to keep 5%, we hope that breakdown becomes more clear and that the savings become apparent.

We’ve attached ***’s *** statements where one can see the line items labeled as a “Community Net Metering Adjustment credit.” Again, this credit would not have appeared on her bill had she not joined Arcadia and been enrolled in Community Solar. If one multiplies that credit by .05%, they will see the allotted portion of the solar savings, which matches what is reflected on ***’s Arcadia statements.

Regarding ***’s account access, none of ***’s account information has been deleted. However, when members close their accounts, they do lose login access to our platform, but we are always happy to provide any information upon request as we are doing here. Per her request, we have attached her *** Bills with net metering credits as well as her Arcadia statements reflecting her 5% portion of those credits wherever net metering credits were applied.

We understand that *** believes she was never made aware of or was confused by the 90-day cancellation period required to remove her from her Community Solar project. We have attached the email we sent which links to her solar agreement, which lists the 90-day cancellation period on page 1 of the agreement in the summary section.

Lastly, we also understand that *** has expressed frustration in reference to how Arcadia is listed on credit card statements. Arcadia did change its name from Arcadia Power to Arcadia in December. Arcadia may also have shown up as Arcadia Power, Inc.

We do hope this breakdown was helpful. Since *** did save money on our platform and was not charged extra, we are unable to offer a billing adjustment. If *** has any further questions, she may reach out to us at [email protected]. We answer all emails within 24 hours 7 days a week. She may also call us at *** M-F between 9am and 8pm, and we would be happy to speak with her.

Thank you for bringing ***’s complaint to our attention, we appreciate her concerns and hope to address them by providing an explanation of how Arcadia’s Smart Rate program works. *** is correct that we are not a supplier. Once an eligible member is enrolled in Smart Rate, we search for pricing from a number of retail energy suppliers, evaluate each member’s personal energy usage and pricing. We then select the plan that’s best for that member, executing the agreement on their behalf.We only select a supply plan if our estimates show that it will save them money based on their actual energy usage and the historical and/or published future rates we see in the market.As *** was enrolled in budget billing with her utility company, we were unable to find her savings with another supplier and her supply rate was never adjusted by Arcadia. *** c, if *** has a question about her supply charge, we encourage her to reach out to *** directly. Arcadia is not and makes no claim to be a supplier, we use the aggregate buying power of our members to find these advenagious supply rates while also matching half of their electricity with wind energy. For more information on our Smart Rate program we have several articles on our Support Center on the process and explaining our role https://support.arcadia.com/hc/en-us/articles/***-How-do-you-select-my-supply-plan-. We ensure all our members have at least 50% of their electricity matched with renewable wind energy by purchasing Renewable Energy Certificates (RECs) on their behalf. All of our Renewable Energy Certificates purchases are audited by a third party to ensure that we’re purchasing the correct amount of certificates and retiring them on our member’s behalf. More information on our auditing process can be found here https://support.arcadia.com/hc/en-us/articles/***-Are-Arcadia-s-Renewable-Energy-Certificates-RECs-audited-. As requested we have closed ***’s Arcadia account and have reached out via email to ensure that all of her concerns have been addressed. Should *** or the Revdex.com have any remaining questions; we'd be happy to address them at [email protected] or at .

Thank you for bringing ***’s complaint to our attention, we appreciate her concerns and hope to address them by providing an explanation of how Arcadia’s Smart Rate program works. *** is correct that we are not a supplier. Once an eligible member is enrolled in Smart Rate, we search for pricing from a number of retail energy suppliers, evaluate each member’s personal energy usage and pricing. We then select the plan that’s best for that member, executing the agreement on their behalf.We only select a supply plan if our estimates show that it will save them money based on their actual energy usage and the historical and/or published future rates we see in the market.As *** was enrolled in budget billing with her utility company, we were unable to find her savings with another supplier and her supply rate was never adjusted by Arcadia. *** c, if *** has a question about her supply charge, we encourage her to reach out to *** directly. Arcadia is not and makes no claim to be a supplier, we use the aggregate buying power of our members to find these advenagious supply rates while also matching half of their electricity with wind energy. For more information on our Smart Rate program we have several articles on our Support Center on the process and explaining our role https://support.arcadia.com/hc/en-us/articles/***-How-do-you-select-my-supply-plan-. We ensure all our members have at least 50% of their electricity matched with renewable wind energy by purchasing Renewable Energy Certificates (RECs) on their behalf. All of our Renewable Energy Certificates purchases are audited by a third party to ensure that we’re purchasing the correct amount of certificates and retiring them on our member’s behalf. More information on our auditing process can be found here https://support.arcadia.com/hc/en-us/articles/***-Are-Arcadia-s-Renewable-Energy-Certificates-RECs-audited-. As requested we have closed ***’s Arcadia account and have reached out via email to ensure that all of her concerns have been addressed. Should *** or the Revdex.com have any remaining questions; we'd be happy to address them at [email protected] or at .

Hi Heather,

I’m sorry to hear that you didn’t enjoy your experience as an Arcadia member but we’re glad you gave us a try. Just to clarify, we offer some programs that help save you money and some that are an optional additional cost to help support clean energy including the Premium plan. The Premium plan is an additional 1.5c per kWh to ensure all of your electricity is matched with wind to support the development of clean energy. If you’d like to learn more, please be sure to check out this support center article https://support.arcadia.com/hc/en-us/articles/360017920693-How-does-the-Wind-Energy-program-work-.

We’ll be reaching out shortly via email to make sure we address any of your remaining concerns and questions.

Hi Heather,

I’m sorry to hear that you didn’t enjoy your experience as an Arcadia member but we’re glad you gave us a try. Just to clarify, we offer some programs that help save you money and some that are an optional additional cost to help support clean energy including the Premium plan. The Premium plan is an additional 1.5c per kWh to ensure all of your electricity is matched with wind to support the development of clean energy. If you’d like to learn more, please be sure to check out this support center article https://support.arcadia.com/hc/en-us/articles/360017920693-How-does-the-Wind-Energy-program-work-.

We’ll be reaching out shortly via email to make sure we address any of your remaining concerns and questions.

Thank you for passing along the feedback from ***. *** has been in touch with our team about her complaint and we have reached out with a resolution, but we are happy to address her concerns and our response here for your records. *** was an Arcadia member from March 18th, 2018 until April 20th, 2020 when she asked to have her account closed. During that time, *** was enrolled in our Smart Rate (formerly Price Alerts) program, which Arcadia informed her of via email, and which, by virtue of her agreement to Arcadia's terms of service at sign-up, enabled Arcadia to look for and enroll *** in supply rates which would be lower than her utility's supply rate at the time enrollment. Throughout her membership, *** could opt out of her new rate at any time; however she chose not to until she requested that her account be closed on April 20th of this year. Because we do pride ourselves on transparency, we do try to keep our members as informed as possible through email, and we are always happy to help explain any questions or concerns should members contact us via email, phone, or chat. That is why we emailed *** her new fixed rate through our Smart Rate (then Price Alerts) program in 2018, which at the time was more competitive than ***'s. We have attached the email notification noting this fact here. We also noted in the email that the new rate would last for 24 months and provided an opt-out window to reject the new rate and stay on ***'s variable supply rate. Further, as we note on our website, we always give members the option to opt-out of Smart Rate at any time without incurring any cancellation fees or even canceling their Arcadia membership by reaching out to our team or by opting out directly from their own Arcadia dashboard. You can read about that process publicly available on our website here: https://support.arcadia.com/hc/en-us/articles/***-What-if-I-don-t-want-the-new-rate-Will-I-incur-any-cancellation-fees-

In addition to being enrolled in our Smart Rate program, *** was also enrolled in our Community Solar savings program, in which we subscribed her to a local solar project in exchange for solar credits (savings) on her utility bill. ***'s solar agreement noted that she would keep 5% of these total credits that were applied to her bill as a savings and that the remaining 95% would be paid back to the developer to maintain her project. As a result, it is true that her Arcadia statement would look different than her utility bill.

We try to do everything we can to make understanding the savings members enjoy through our Community Solar program as straightforward as possible, particularly because their *** bills do look different from their Arcadia statements to accommodate the calculation of their 5% of the solar credits that are applied to their *** bill. We outline that process with examples publicly available on our website with a section dedicated to *** and New York specifically ( https://support.arcadia.com/hc/en-us/articles/***-How-is-My-Bill-Calculated-with-Community-Solar- ). We have also attached ***'s most recent bill here with 100% her solar credit highlighted. Since — per the terms of her solar agreement — she got to keep 5% of the total $12.71 credit as a savings ($0.61), her bill after savings was $64.12 instead of the $64.73 it would have been without Arcadia and no solar credit at all. As a result, she saved money. Ordinarily, we are unable to offer adjustments since the terms we mentioned above were accepted by the member and members are able to withdraw from their Smart Rate at any time and ***'s utility bill did receiving savings because of her enrollment in Community Solar. However, because we understand that she felt that this wasn't communicated as clearly as it could have been despite our efforts, we did issue her a one-time, $250 good-faith refund to better match ***'s average supply rates in 2019 as opposed to the 24-month rate she agreed to in 2018.If *** requires any further explanation or has any further questions, we are happy to answer them. She may contact us at [email protected], chat with us online, or call us at between 9am and 8pm EST, Mondays through Fridays. We are always here to help.

Thank you for passing along the feedback from ***. *** has been in touch with our team about her complaint and we have reached out with a resolution, but we are happy to address her concerns and our response here for your records. *** was an Arcadia member from March 18th, 2018 until April 20th, 2020 when she asked to have her account closed. During that time, *** was enrolled in our Smart Rate (formerly Price Alerts) program, which Arcadia informed her of via email, and which, by virtue of her agreement to Arcadia's terms of service at sign-up, enabled Arcadia to look for and enroll *** in supply rates which would be lower than her utility's supply rate at the time enrollment. Throughout her membership, *** could opt out of her new rate at any time; however she chose not to until she requested that her account be closed on April 20th of this year. Because we do pride ourselves on transparency, we do try to keep our members as informed as possible through email, and we are always happy to help explain any questions or concerns should members contact us via email, phone, or chat. That is why we emailed *** her new fixed rate through our Smart Rate (then Price Alerts) program in 2018, which at the time was more competitive than ***'s. We have attached the email notification noting this fact here. We also noted in the email that the new rate would last for 24 months and provided an opt-out window to reject the new rate and stay on ***'s variable supply rate. Further, as we note on our website, we always give members the option to opt-out of Smart Rate at any time without incurring any cancellation fees or even canceling their Arcadia membership by reaching out to our team or by opting out directly from their own Arcadia dashboard. You can read about that process publicly available on our website here: https://support.arcadia.com/hc/en-us/articles/***-What-if-I-don-t-want-the-new-rate-Will-I-incur-any-cancellation-fees-

In addition to being enrolled in our Smart Rate program, *** was also enrolled in our Community Solar savings program, in which we subscribed her to a local solar project in exchange for solar credits (savings) on her utility bill. ***'s solar agreement noted that she would keep 5% of these total credits that were applied to her bill as a savings and that the remaining 95% would be paid back to the developer to maintain her project. As a result, it is true that her Arcadia statement would look different than her utility bill.

We try to do everything we can to make understanding the savings members enjoy through our Community Solar program as straightforward as possible, particularly because their *** bills do look different from their Arcadia statements to accommodate the calculation of their 5% of the solar credits that are applied to their *** bill. We outline that process with examples publicly available on our website with a section dedicated to *** and New York specifically ( https://support.arcadia.com/hc/en-us/articles/***-How-is-My-Bill-Calculated-with-Community-Solar- ). We have also attached ***'s most recent bill here with 100% her solar credit highlighted. Since — per the terms of her solar agreement — she got to keep 5% of the total $12.71 credit as a savings ($0.61), her bill after savings was $64.12 instead of the $64.73 it would have been without Arcadia and no solar credit at all. As a result, she saved money. Ordinarily, we are unable to offer adjustments since the terms we mentioned above were accepted by the member and members are able to withdraw from their Smart Rate at any time and ***'s utility bill did receiving savings because of her enrollment in Community Solar. However, because we understand that she felt that this wasn't communicated as clearly as it could have been despite our efforts, we did issue her a one-time, $250 good-faith refund to better match ***'s average supply rates in 2019 as opposed to the 24-month rate she agreed to in 2018.If *** requires any further explanation or has any further questions, we are happy to answer them. She may contact us at [email protected], chat with us online, or call us at between 9am and 8pm EST, Mondays through Fridays. We are always here to help.

Thank you for passing along the feedback from ***. We're happy to address her concerns and explain how she became a member of Arcadia and how we communicated with her on several occasions to keep her informed about her membership and its affect on her energy supply rate.

Arcadia is not an electric utility and members with Arcadia never switch utilities through our programs. ***'s utility at the start of her Arcadia membership and throughout its duration was always ***. This never changed. What did change was the electric supplier. When members voluntarily sign up with Arcadia and connect their utility account with our platform by providing their utility accounts username and password, they agree to our terms of service and are eligible to have Arcadia scan the marketplace to search for lower supply rates for them. Because we value transparency, we always alert members when we find them a lower rate, tell them who the electric supplier is, and give them the option of opting out of the lower rate and to continue with their higher rate if they prefer. Additionally, per our website (https://support.arcadia.com/hc/en-us/articles/***-What-if-I-don-t-want-the-new-rate-Will-I-incur-any-cancellation-fees-), we allow members to unenroll from their new supplier at any time without any penalties or fees.

We sent *** a welcome confirmation email the day she signed up with Arcadia (attached) on June 13th, 2019. On March 6th, 2020, we sent *** another email (attached) letting her know that we found her a lower rate than her current supply rate with *** and that the rate was $.1006 and that the new supplier was *** (backed by ***). We also included a copy of the supplier agreement in that same email for her review. On March 9th, 2020, we sent a follow up email (attached) letting *** know that she would be receiving a letter in the mail noting these changes and that through this new rate plan, she would always pay less than ***’s rate. We further noted in the same email that if we find that *** can no longer provide her with monthly savings, we’d promptly switch her back to ***’s standard rate. The email also alerted her to the fact that her former supplier may also reach out acknowledging the change, which it appears that they did.

Since her enrollment in 2019, we have sent *** a total of 16 emails, including the confirmation email on April 6th, 2020 confirming that her Arcadia account had been closed per her requests.

In this case, we are not able to offer a billing adjustment, both because *** never paid a bill through Arcadia (she had the option to but elected to pay *** directly) and because we kept *** informed about the nature of her account through email, alerted her to her new rate and her new supplier by name, and provided her with savings.

If *** has any further questions or would like to re-enroll with Arcadia to take advantage of our savings program, we would be happy to speak with her. She can reach us at [email protected] or by phone at between 9am and 5pm EST, Mondays through Fridays.

Thank you for passing along the feedback from ***. We're happy to address her concerns and explain how she became a member of Arcadia and how we communicated with her on several occasions to keep her informed about her membership and its affect on her energy supply rate.

Arcadia is not an electric utility and members with Arcadia never switch utilities through our programs. ***'s utility at the start of her Arcadia membership and throughout its duration was always ***. This never changed. What did change was the electric supplier. When members voluntarily sign up with Arcadia and connect their utility account with our platform by providing their utility accounts username and password, they agree to our terms of service and are eligible to have Arcadia scan the marketplace to search for lower supply rates for them. Because we value transparency, we always alert members when we find them a lower rate, tell them who the electric supplier is, and give them the option of opting out of the lower rate and to continue with their higher rate if they prefer. Additionally, per our website (https://support.arcadia.com/hc/en-us/articles/***-What-if-I-don-t-want-the-new-rate-Will-I-incur-any-cancellation-fees-), we allow members to unenroll from their new supplier at any time without any penalties or fees.

We sent *** a welcome confirmation email the day she signed up with Arcadia (attached) on June 13th, 2019. On March 6th, 2020, we sent *** another email (attached) letting her know that we found her a lower rate than her current supply rate with *** and that the rate was $.1006 and that the new supplier was *** (backed by ***). We also included a copy of the supplier agreement in that same email for her review. On March 9th, 2020, we sent a follow up email (attached) letting *** know that she would be receiving a letter in the mail noting these changes and that through this new rate plan, she would always pay less than ***’s rate. We further noted in the same email that if we find that *** can no longer provide her with monthly savings, we’d promptly switch her back to ***’s standard rate. The email also alerted her to the fact that her former supplier may also reach out acknowledging the change, which it appears that they did.

Since her enrollment in 2019, we have sent *** a total of 16 emails, including the confirmation email on April 6th, 2020 confirming that her Arcadia account had been closed per her requests.

In this case, we are not able to offer a billing adjustment, both because *** never paid a bill through Arcadia (she had the option to but elected to pay *** directly) and because we kept *** informed about the nature of her account through email, alerted her to her new rate and her new supplier by name, and provided her with savings.

If *** has any further questions or would like to re-enroll with Arcadia to take advantage of our savings program, we would be happy to speak with her. She can reach us at [email protected] or by phone at between 9am and 5pm EST, Mondays through Fridays.

Thank you for forwarding us ***'s complaint. We were alerted to ***'s payment discrepancy on March 30th when she contacted our company via email. Indeed, there was a significant payment discrepancy between her bill for $56 and the $2,223.00 she was charged due to a processing error. In our communication with her on March 30th, we let her know that this kind of error was extremely rare and something we were not taking lightly and would investigate seriously, but in the meantime we were 100% committed to making this right and refunding her the $2,167.00 difference as soon as possible. Because of the way Arcadia works with utilities, her payment had already been posted to her utility and Arcadia needed to work with the utility to arrange the return of the funds, a process that was finalized on April 1st. You can see the dated refund receipt attached.

We understand completely the frustration *** experienced due to this unusual system error. In addition to fully refunding her the difference and taking meaningful actions to address the issue internally, we also issued her a $100 *** e-Gift card for the inconvenience, which she should have received in her inbox by now. Per her request, we closed her Arcadia account on March 31st.

It can take up to 10 business days for a refund to post depending on the speed of one's bank. If *** has still not received her refund to her card ending in ***, she should first contact her bank following the instructions on the attached refund receipt. If there is still an issue or if *** has any other questions whatsoever, she may let us know by reaching out to us at [email protected] or by calling us at between 9am and 8pm EST, Mondays through Fridays. Our team will be happy to help however we can.

Thank you for forwarding us ***'s complaint. We were alerted to ***'s payment discrepancy on March 30th when she contacted our company via email. Indeed, there was a significant payment discrepancy between her bill for $56 and the $2,223.00 she was charged due to a processing error. In our communication with her on March 30th, we let her know that this kind of error was extremely rare and something we were not taking lightly and would investigate seriously, but in the meantime we were 100% committed to making this right and refunding her the $2,167.00 difference as soon as possible. Because of the way Arcadia works with utilities, her payment had already been posted to her utility and Arcadia needed to work with the utility to arrange the return of the funds, a process that was finalized on April 1st. You can see the dated refund receipt attached.

We understand completely the frustration *** experienced due to this unusual system error. In addition to fully refunding her the difference and taking meaningful actions to address the issue internally, we also issued her a $100 *** e-Gift card for the inconvenience, which she should have received in her inbox by now. Per her request, we closed her Arcadia account on March 31st.

It can take up to 10 business days for a refund to post depending on the speed of one's bank. If *** has still not received her refund to her card ending in ***, she should first contact her bank following the instructions on the attached refund receipt. If there is still an issue or if *** has any other questions whatsoever, she may let us know by reaching out to us at [email protected] or by calling us at between 9am and 8pm EST, Mondays through Fridays. Our team will be happy to help however we can.

Hi William,

I’m sorry that our Smart Rate program was not a good fit, I hope that I’m able to provide some clarity on how the program works to give you some peace of mind. Once you become a member with Arcadia we start to look for a lower rate per kWh. We ourselves are not a supplier but use the aggregate buying power of our members to try and find savings. Becoming a member doesn’t involve entering payment as we realize automatic payments are not a good fit for everyone and we try to make clean energy and savings accessible to all our members. If you ever need to contact our support team we’re available weekdays at 866-526-0083 9am-8pm EST or anytime at [email protected].

Hi William,

I’m sorry that our Smart Rate program was not a good fit, I hope that I’m able to provide some clarity on how the program works to give you some peace of mind. Once you become a member with Arcadia we start to look for a lower rate per kWh. We ourselves are not a supplier but use the aggregate buying power of our members to try and find savings. Becoming a member doesn’t involve entering payment as we realize automatic payments are not a good fit for everyone and we try to make clean energy and savings accessible to all our members. If you ever need to contact our support team we’re available weekdays at 866-526-0083 9am-8pm EST or anytime at [email protected].

Hi Juniana,

Thanks so much for your feedback! We're so happy that you've found Arcadia to be an easy-to-use and affordable way to support clean energy and that our delay payment feature has helped you work with your billing timeline. Our support team works really hard to make sure we're always here when you need us, and it's great to hear that's been your experience! We're continuing to make our platform and our mobile app even more user-friendly, so stay tuned for more updates to come! Thanks again for being a part of the Arcadia community and helping us to support a 100% renewable energy future!

Hi Juniana,

Thanks so much for your feedback! We're so happy that you've found Arcadia to be an easy-to-use and affordable way to support clean energy and that our delay payment feature has helped you work with your billing timeline. Our support team works really hard to make sure we're always here when you need us, and it's great to hear that's been your experience! We're continuing to make our platform and our mobile app even more user-friendly, so stay tuned for more updates to come! Thanks again for being a part of the Arcadia community and helping us to support a 100% renewable energy future!

Hi Lynda,

I’m sorry to hear that you haven’t enjoyed your experience as an Arcadia member, I understand that bills while enrolled in our Community Solar program can be confusing but I hope we’re able to help breakdown how much your savings.

We’ve reached out to you via email to explain your savings and how they are applied to your statements each month, I hope it provides some clarity.

I’m sorry that the cancelation period isn’t as fast as you might hope, it does take time for members to be unenrolled in the solar project and the credits to stop applying. As soon as possible we’ll be sure to close your account.

Please feel free to reach out to [email protected] or reference our Support Center (https://support.arcadia.com/hc/en-us) with any questions you might have.