Arcadia Reviews (%countItem)
Arcadia Rating
Address: 555 11th St NW Frnt 4 Fl 4, Washington, District of Columbia, United States, 20004-1326
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We are saving TONS of money thanks to Arcadia, and have only good experiences with them. We signed up for 100% wind energy credits in 2018 at $15 per month. At that time our Electric bill, (all-electric 950 sq ft home) averaged $150 per month. (Also we replaced old windows with double-pane insulated window, adding extra attic insulation.) By 2019 our electric bill fell to $80 per month. By the end of 2019, we were OWED $ by our electric company to the tune of $650!! So, in 2020, our electric bill will be $31.00!! Added to Arcadia's sustainable bill of $15, that's still only $45 monthly for 100% wind energy. We are still in shock at our cost savings. Customer service has been super if we have questions.
Hi Ellen,
Thank you so much for sharing your experience with Arcadia, we’re glad that our energy efficiency tips have helped you save.
Thanks for being a member and for supporting clean energy!
I cancelled my account on December 6, 2019 and they still haven't cancelled my account and are charging me a lot more than my utility company. I reviewed the last 3 bills and the amount that they say my utility company has billed me is inaccurate and does not match what my utility company has on my statement. The amount they are taking from me is much higher than the actual bill. I do not recommend this company and if they don't cancel my account I am going to take legal action.
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.
We are saving TONS of money thanks to Arcadia, and have only good experiences with them. We signed up for 100% wind energy credits in 2018 at $15 per month. At that time our Electric bill, (all-electric 950 sq ft home) averaged $150 per month. (Also we replaced old windows with double-pane insulated window, adding extra attic insulation.) By 2019 our electric bill fell to $80 per month. By the end of 2019, we were OWED $ by our electric company to the tune of $650!! So, in 2020, our electric bill will be $31.00!! Added to Arcadia's sustainable bill of $15, that's still only $45 monthly for 100% wind energy. We are still in shock at our cost savings. Customer service has been super if we have questions.
Hi Ellen,
Thank you so much for sharing your experience with Arcadia, we’re glad that our energy efficiency tips have helped you save.
Thanks for being a member and for supporting clean energy!
Arcadia Power had sent several post card type advertisements offering the consumer the ability to take part in clean energy of type solar and wind by choosing Arcadia Power as my energy provider.
I talked with an Arcadia Power representative on the phone and I was told nothing would change, I would see significant cost reductions and all I had to do was give Arcadia Power the authority to switch my energy source from *** to Arcadia Power.
I received an email from Arcadia Power stating they noticed I had not turned off auto-payments to *** and that this was necessary in order to prevent double-billing.
I tried to log on to my *** account but I could not access my *** account online because Arcadia Power had changed my *** logon name to ***@.arcadiapower.com.
I checked my bank account and I had been charged by *** for my usual payment of $245.00.
Arcadia Power also billed me for $251.66, auto-paid.
I talked with *** and they fixed my logon to my *** account so I could turn off auto-billing and select the option to receive a paper bill until this is cleared up.
I have attempted to log on to my Arcadia Power accountant but the username and password I used when I signed up do not work and the "forgot your username" and "forgot your password" functions do not work. Calling Arcadia Power results in the option to leave a voicemail.
I expect a full refund of $251.66 and Arcadia Power to remove all of my personal information, most importantly my banking information that made it possible for them to steal from me.
Thank you for bringing ***’s complaint to our attention, we appreciate her concerns and hope that we’re able to resolve them by explaining our billing process and how our programs work. *** joined Arcadia on 12/28/19 and and enrolled in our Bill Pay program, by doing so we connected ***’s utility account to our billing platform. For some utilities, including ***, this does require the username to change. We alert all members to this change in their welcome email which I’ve attached for the reference of *** and the Revdex.com. *** is correct that we have programs that are free and for savings. However, during enrollment *** opted to not to enroll in our 50% Wind Energy program which is no additional cost but to participate in our 100% Wind Energy program which is an extra 1.5c per kWh. I’ve included a screenshot of the place where *** enrolled in this program for reference. Every statement issued by Arcadia has a breakdown of the charges by the utility, charges by Arcadia if applicable, and savings if applicable. *** was not enrolled in Arcadia long enough to be connected to our Community Solar program and take advantage of savings. We cannot offer a refund for the utility charges in the amount of $245.00 as we have sent the funds to *** to cover ***’s utility charges and is reflected on their website. However, we are happy to refund the charges issued by Arcadia in the amount of $6.66. We have already removed ***’s payment information from our system per her request at the time of cancelation. *** is welcome to call us anytime but our business hours are weekdays 9am-5pm eastern. Any voicemails will be returned the next business day. We have spoken with *** to confirm that her account was closed and payment method removed from our system. Our billing team will reach out shortly to confirm the refund of the $6.66. Should *** or the Revdex.com wish to discuss this further we can be reached at .
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The below statement contradicts itself and has been strongly denied as truthful when I spoke with *** about the matter.Arcadia states, "All
members retain access to their online utility account." This is false;when I attempted to log on to my *** account, the username had been changed by Arcadia. I called *** to ask why this happened and *** strongly denied any knowledge of Arcadia, had not heard of the company and agreed that reporting to the Revdex.com and the State's Attorney General would be appropriate.Arcadia states, "If the utility
requires the username on file to be the email set by Arcadia ..." <<< When I spoke with *** the representative expressed strong disagreement with this statement, saying that *** does not have ties or affiliation with Arcadia and would never require a username change by a third party.Arcadia is predatory and dishonest.If Arcadia has an agreement with *** then I would like that in writing from *** - NOT from Arcadia.
Regards
We are sorry to hear that *** is not satisfied with our reply and we hope we’re able to resolve her remaining concerns and questions. To address ***’s main concerns, Arcadia does not claim to have a direct relationship with any utility including ***. While many customer service representatives with utilities are familiar with Arcadia not all may be aware of Arcadia’s services and offerings. While we cannot speak to the conversation *** had with the representative of *** we are happy to clarify how Arcadia works. By agreeing to our terms and providing the login information to *** and a method of payment we begin to manage utility bills, this access is always granted by the member and not the utility. All of our members may access their utility accounts at any time, however some may need to follow the instructions provided in their welcome email to login. Per our company’s standard processes, ***’s username was changed, this update was provided to her via email. Logging in to the online account with *** for the first time after enrolling with Arcadia requires using the email provided by Arcadia in the welcome email and the password set by *** when creating her online account. In addition, members can retrieve this information by requesting a secure email from our Member Experience team available by phone, email, chat, and social media messaging. Arcadia does everything it can to be as clear and transparent with members as possible, and we achieve this through regular email updates to members, which we did here. We are sorry to hear that *** felt this was not adequate and we appreciate her feedback as we are always looking for more ways to meet our members’ communication preferences. Currently we send all statement, enrollment, and account updates via the email address members provide us, and we offer email support 24 hours a day, 7 days a week, as well as phone, chat, and social media support M-F 9am to 5pm EST should a member have questions or need clarification. We hope that this provides some clarity into how our process works, should *** or the Revdex.com have any remaining questions we’d be happy to address them at [email protected] or at .
Arcadia Power had sent several post card type advertisements offering the consumer the ability to take part in clean energy of type solar and wind by choosing Arcadia Power as my energy provider.
I talked with an Arcadia Power representative on the phone and I was told nothing would change, I would see significant cost reductions and all I had to do was give Arcadia Power the authority to switch my energy source from *** to Arcadia Power.
I received an email from Arcadia Power stating they noticed I had not turned off auto-payments to *** and that this was necessary in order to prevent double-billing.
I tried to log on to my *** account but I could not access my *** account online because Arcadia Power had changed my *** logon name to ***@.arcadiapower.com.
I checked my bank account and I had been charged by *** for my usual payment of $245.00.
Arcadia Power also billed me for $251.66, auto-paid.
I talked with *** and they fixed my logon to my *** account so I could turn off auto-billing and select the option to receive a paper bill until this is cleared up.
I have attempted to log on to my Arcadia Power accountant but the username and password I used when I signed up do not work and the "forgot your username" and "forgot your password" functions do not work. Calling Arcadia Power results in the option to leave a voicemail.
I expect a full refund of $251.66 and Arcadia Power to remove all of my personal information, most importantly my banking information that made it possible for them to steal from me.
Thank you for bringing ***’s complaint to our attention, we appreciate her concerns and hope that we’re able to resolve them by explaining our billing process and how our programs work. *** joined Arcadia on 12/28/19 and and enrolled in our Bill Pay program, by doing so we connected ***’s utility account to our billing platform. For some utilities, including ***, this does require the username to change. We alert all members to this change in their welcome email which I’ve attached for the reference of *** and the Revdex.com. *** is correct that we have programs that are free and for savings. However, during enrollment *** opted to not to enroll in our 50% Wind Energy program which is no additional cost but to participate in our 100% Wind Energy program which is an extra 1.5c per kWh. I’ve included a screenshot of the place where *** enrolled in this program for reference. Every statement issued by Arcadia has a breakdown of the charges by the utility, charges by Arcadia if applicable, and savings if applicable. *** was not enrolled in Arcadia long enough to be connected to our Community Solar program and take advantage of savings. We cannot offer a refund for the utility charges in the amount of $245.00 as we have sent the funds to *** to cover ***’s utility charges and is reflected on their website. However, we are happy to refund the charges issued by Arcadia in the amount of $6.66. We have already removed ***’s payment information from our system per her request at the time of cancelation. *** is welcome to call us anytime but our business hours are weekdays 9am-5pm eastern. Any voicemails will be returned the next business day. We have spoken with *** to confirm that her account was closed and payment method removed from our system. Our billing team will reach out shortly to confirm the refund of the $6.66. Should *** or the Revdex.com wish to discuss this further we can be reached at .
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The below statement contradicts itself and has been strongly denied as truthful when I spoke with *** about the matter.Arcadia states, "All
members retain access to their online utility account." This is false;when I attempted to log on to my *** account, the username had been changed by Arcadia. I called *** to ask why this happened and *** strongly denied any knowledge of Arcadia, had not heard of the company and agreed that reporting to the Revdex.com and the State's Attorney General would be appropriate.Arcadia states, "If the utility
requires the username on file to be the email set by Arcadia ..." <<< When I spoke with *** the representative expressed strong disagreement with this statement, saying that *** does not have ties or affiliation with Arcadia and would never require a username change by a third party.Arcadia is predatory and dishonest.If Arcadia has an agreement with *** then I would like that in writing from *** - NOT from Arcadia.
Regards
We are sorry to hear that *** is not satisfied with our reply and we hope we’re able to resolve her remaining concerns and questions. To address ***’s main concerns, Arcadia does not claim to have a direct relationship with any utility including ***. While many customer service representatives with utilities are familiar with Arcadia not all may be aware of Arcadia’s services and offerings. While we cannot speak to the conversation *** had with the representative of *** we are happy to clarify how Arcadia works. By agreeing to our terms and providing the login information to *** and a method of payment we begin to manage utility bills, this access is always granted by the member and not the utility. All of our members may access their utility accounts at any time, however some may need to follow the instructions provided in their welcome email to login. Per our company’s standard processes, ***’s username was changed, this update was provided to her via email. Logging in to the online account with *** for the first time after enrolling with Arcadia requires using the email provided by Arcadia in the welcome email and the password set by *** when creating her online account. In addition, members can retrieve this information by requesting a secure email from our Member Experience team available by phone, email, chat, and social media messaging. Arcadia does everything it can to be as clear and transparent with members as possible, and we achieve this through regular email updates to members, which we did here. We are sorry to hear that *** felt this was not adequate and we appreciate her feedback as we are always looking for more ways to meet our members’ communication preferences. Currently we send all statement, enrollment, and account updates via the email address members provide us, and we offer email support 24 hours a day, 7 days a week, as well as phone, chat, and social media support M-F 9am to 5pm EST should a member have questions or need clarification. We hope that this provides some clarity into how our process works, should *** or the Revdex.com have any remaining questions we’d be happy to address them at [email protected] or at .
After 2+ years of using Arcadia, I called to tell them to discontinue my service. I was moving. I called them on December 5, 2019, informing them that I would vacate my apartment on December 27, 2019. They told me verified my information, and told me they (and ***) would discontinue my electricity service on 30 December 2019 (a Monday).
I moved, as planned, on 27 December.
On January 23, 2020, I received a bill from Arcadia for the period December 19 - January 21, 2020 for $50.11. My monthly electricity bill runs about $60-80 during the winter. I owed ONLY for December 19 - December 30. It appeared that I was paying for the entire month, not the 12 days I owed.
On January 24, 2020, I received a bill from *** for $45.11 for the same period.
Clearly, Arcadia had not 1) stopped my service on 30 December nor b) had they alerted ***.
As long as I paid regularly, all went well. But, when there was a change, they just kept right on charging me. Unacceptable!
After 2+ years of using Arcadia, I called to tell them to discontinue my service. I was moving. I called them on December 5, 2019, informing them that I would vacate my apartment on December 27, 2019. They told me verified my information, and told me they (and ***) would discontinue my electricity service on 30 December 2019 (a Monday).
I moved, as planned, on 27 December.
On January 23, 2020, I received a bill from Arcadia for the period December 19 - January 21, 2020 for $50.11. My monthly electricity bill runs about $60-80 during the winter. I owed ONLY for December 19 - December 30. It appeared that I was paying for the entire month, not the 12 days I owed.
On January 24, 2020, I received a bill from *** for $45.11 for the same period.
Clearly, Arcadia had not 1) stopped my service on 30 December nor b) had they alerted ***.
As long as I paid regularly, all went well. But, when there was a change, they just kept right on charging me. Unacceptable!
I signed up for Arcadia to get an idea of the company by providing my *** account information. After looking into the company decided to cancel my account same day ...so I sent the company an email per their instructions and my account is still active. They have yet to cancel my account. I have not received any emails stating fees for cancellation. I don’t know what the problem is. Cancel my account ASAP
Thank you for bringing ***’s complaint to our attention, to clarify ***’s account with Arcadia was closed on 1/21/20. We charge no cancelation fees for closing an account and ***’s account with Arcadia was never completed. *** sent a request to close her account on 1/18/20 and we replied the next business day, 1/21/20 as 1/20/20 was a holiday. We sent a confirmation email to *** and informed her that the account was closed as requested. For the reference of *** and the Revdex.com I have attached a screenshot of the email correspondence. Should *** or the or the Revdex.com wish to discuss this further we may be reached at [email protected].
I signed up for Arcadia to get an idea of the company by providing my *** account information. After looking into the company decided to cancel my account same day ...so I sent the company an email per their instructions and my account is still active. They have yet to cancel my account. I have not received any emails stating fees for cancellation. I don’t know what the problem is. Cancel my account ASAP
Thank you for bringing ***’s complaint to our attention, to clarify ***’s account with Arcadia was closed on 1/21/20. We charge no cancelation fees for closing an account and ***’s account with Arcadia was never completed. *** sent a request to close her account on 1/18/20 and we replied the next business day, 1/21/20 as 1/20/20 was a holiday. We sent a confirmation email to *** and informed her that the account was closed as requested. For the reference of *** and the Revdex.com I have attached a screenshot of the email correspondence. Should *** or the or the Revdex.com wish to discuss this further we may be reached at [email protected].
I canceled my account with these guys December 21st and almost a month later they try charge my account $91.05! I received confirmations saying my account was canceled and they still try charging me I didn’t even use there services! I made an account and canceled the same day after seeing reviews about this company and how they don’t actually lower your bill at all and some how for some reason they still try to charge my account
I canceled my account with these guys December 21st and almost a month later they try charge my account $91.05! I received confirmations saying my account was canceled and they still try charging me I didn’t even use there services! I made an account and canceled the same day after seeing reviews about this company and how they don’t actually lower your bill at all and some how for some reason they still try to charge my account
In response to Ben N from Nov 2019. He says that he has "evidence that [his] electric bill stayed exactly the same." Well Ben....your electric bill was supposed to stay the same. That's the idea. I believe Jaylene L. from October 2019 also believed that the service was supposed to save them money.
That's not what Arcaida Power promises it at all. Nowhere on their website or marketing material do they say they are there to save you money on your electric bill. Arcadia Power mission is to promote clean energy by buying Renewable Energy Certificates which allows people and companies to claim their energy is powered by renewable energy. You can sign up for the free service (50% wind energy) which allows you to claim 50% of your energy is from clean energy. This is completely free. Or sign up for the PAID, e.g. NOT FREE, service (100% wind energy) which cost an additional 1.5 cents per kWh that you use. So if you use 1000kwh one month, you pay what your power company bills you PLUS $15 to Arcadia
I've been using the service for almost 1 year now. No issues with it. My power bill matches exactly what Arcaida power bills me. I had the 100% wind energy for a few months but couldn't sustain the cost, but the invoiced amount from Arcadia was accurate. Switched back to the free version. No issues.
Hi Will,
Thank you so much for leaving us a review, we appreciate you taking the time to give us feedback about your experience as a member and we’re glad you’ve been happy with our service!
Just to clarify, we do offer saving programs such as Local Community Solar and Smart Rate programs that are offered to members in eligible areas. In addition we have our referral and Nationwide Community Solar programs which allows more of our members to save. You can find more information about all of our programs at arcadia.com.
Once again, thank you for your kind words and thank you so much for supporting clean energy with Arcadia!
In response to Ben N from Nov 2019. He says that he has "evidence that [his] electric bill stayed exactly the same." Well Ben....your electric bill was supposed to stay the same. That's the idea. I believe Jaylene L. from October 2019 also believed that the service was supposed to save them money.
That's not what Arcaida Power promises it at all. Nowhere on their website or marketing material do they say they are there to save you money on your electric bill. Arcadia Power mission is to promote clean energy by buying Renewable Energy Certificates which allows people and companies to claim their energy is powered by renewable energy. You can sign up for the free service (50% wind energy) which allows you to claim 50% of your energy is from clean energy. This is completely free. Or sign up for the PAID, e.g. NOT FREE, service (100% wind energy) which cost an additional 1.5 cents per kWh that you use. So if you use 1000kwh one month, you pay what your power company bills you PLUS $15 to Arcadia
I've been using the service for almost 1 year now. No issues with it. My power bill matches exactly what Arcaida power bills me. I had the 100% wind energy for a few months but couldn't sustain the cost, but the invoiced amount from Arcadia was accurate. Switched back to the free version. No issues.
Hi Will,
Thank you so much for leaving us a review, we appreciate you taking the time to give us feedback about your experience as a member and we’re glad you’ve been happy with our service!
Just to clarify, we do offer saving programs such as Local Community Solar and Smart Rate programs that are offered to members in eligible areas. In addition we have our referral and Nationwide Community Solar programs which allows more of our members to save. You can find more information about all of our programs at arcadia.com.
Once again, thank you for your kind words and thank you so much for supporting clean energy with Arcadia!
This company is supposed to pay my power bill and they took money from my bank account and it never showed up to my power provider. They have no phone number to call.
Thank you for bringing ***’ complaint to our attention, to clarify we do have a phone number and would be happy to address ***’s complaints over the phone at . While ***’ account has closed, our records indicate that ***’ payment was successfully submitted to his utility on 12/31/19. If ***’ has any indication otherwise, we encourage that he reach out directly to [email protected] so we may investigate and ensure that the payment is successfully posted. Arcadia has reached out to ***’ via phone and email to welcome any questions or concerns. Should *** or the Revdex.com wish to discuss this further we may be reached at [email protected] or at .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
This company is supposed to pay my power bill and they took money from my bank account and it never showed up to my power provider. They have no phone number to call.
Thank you for bringing ***’ complaint to our attention, to clarify we do have a phone number and would be happy to address ***’s complaints over the phone at . While ***’ account has closed, our records indicate that ***’ payment was successfully submitted to his utility on 12/31/19. If ***’ has any indication otherwise, we encourage that he reach out directly to [email protected] so we may investigate and ensure that the payment is successfully posted. Arcadia has reached out to ***’ via phone and email to welcome any questions or concerns. Should *** or the Revdex.com wish to discuss this further we may be reached at [email protected] or at .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Request to cancel service and was informed it would take 90 days. Since my request my charges are 30 dollars more than normal Bill the last
2 months
Thank you for bringing ***’ complaint to our attention. We appreciate his concerns and are happy to explain more about our Community Solar program and how our billing and cancelation processes.Unenrollment from our Community Solar program takes 90 days to process, which we outline this in all of our members’ subscriber agreements. For reference, we have attached ***’ personal agreement (please note the third bullet point on the first page). As part of our commitment to excellent customer service, we have waived the 90 day cancelation period closed ***’ account. For ***’ and the Revdex.com’s reference, *** has not been paying more as a part of this program but has saved $11.66 on his utility statements. 100% of the community solar credits were applied to ***’s *** statement, per his agreement he is able to keep 5% while the other 95% are returned to the solar developer as outlined in the attached agreement. *** requested an explanation on September 30th 2019 of these charges, an Arcadia representative replied and outlined the solar agreement and how ***’ savings would appear on his statement and Arcadia dashboard. For clarification, this email and images from ***’ account can be found attached. In summation, ***’ account has been closed but he can still expect to see solar savings on his *** statement until the unenrollment process is complete. We have reached out to *** via email to inform him of his account closure. Should *** or the Revdex.com wish to discuss this further we can be reached at .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Completely robbed 328.68 from my bank account and deleted my account .
Thank you for bringing ***’s complaint to our attention. We’re sorry to hear that she was not satisfied with her enrollment through Arcadia but we’re happy to provide an explanation of the charges and her account more in detail.
*** joined Arcadia on 12/11/2019, where we began to manage her utility payments on her behalf. *** also qualified for a $50 credit that would apply to the first bill if the signup was completed by December 31st, which it was. In doing so, she saved $50 on her first bill.
By accepting our terms of service, *** agreed to pay her *** utility bill through Arcadia. This means that *** would send her bill to Arcadia and Arcadia would charge *** for the amount and send those funds to her utility. We notify all members with each statement of their charge date, which is normally at least three days after the emailed statement is sent to the member. In ***’s case, the charge date was noted as four days after her statement was emailed to her. During that time, *** had the opportunity to request a delay to her payment or to request that Arcadia cancel the statement altogether so that she could pay her utility directly on a different timeline. *** never made such a request. Once a member is charged and the funds are sent to the utility, Arcadia is unable to refund those charges. Any refund or payment adjustments at that point must be addressed with the utility.
*** issued a statement for $378.84 on 12/23/2019 for the usage period of 11/21/19 through 12/23/19. Arcadia then generated a statement accordingly and passed on the charges to ***. Arcadia’s statement was sent on 12/26/2019 and the payment was withdrawn on 12/30/2019. As the $50 credit was applied to the amount of $378.84, we only processed the payment for $328.84. The payment from Arcadia posted to *** on 1/03/2020. As this payment has posted to the *** account, there is no refund to be processed at this time. We’ve closed ***’s Arcadia account and she will not receive charges from Arcadia going forward and will be responsible for paying *** directly.
For clarification on these charges, we’ve attached ***’s Arcadia statement in addition to her *** statement. The Arcadia statement highlights the grace period window.
We have been in contact with *** via email with information regarding these charges and our billing process. Should *** or the Revdex.com like to discuss this further, we can be reached at [email protected] or .
This is not what happend . On 12/31/19 there was 328.68 missing from the account . As soon as I logged into to Arcadia my account was closed immediately after taking the money out my account. I reached to Arcadia and they processed to tell me my account didn't excist and that I " changed my email " witch I never did !!! After I reported to Revdex.com . I RECEIVED A email from Monique telling me my account has been closed with NO STATEMENT. Or access to my account.. I continued to ask Monique for the account information. She stated that she closed my account because " I didn't seem happy " this is the most unprofessional thing I've seen in my life ! How you charge my account and immediately close it after ? I asked Monique numerous of times to give me access to my account . And she refused. This is a fraud. Point blank . [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards
Thank you for providing this additional feedback from ***. We are sorry that our explanation did not feel satisfactory to her. In our previous response we detailed why we were unable to refund the payment due to her utility and how we saved her money on her utility bill. We also detailed how the terms of service *** agreed to authorized Arcadia to bill and collect funds for her utility payment, which Arcadia did according to her agreement. Arcadia’s position regarding this series of events and this refund request remain unchanged.
We understand that ***’s understanding of her account closure and access requires clarification and we are happy to provide that. Accounts at Arcadia are never deleted and members are always able to have access to their past statements or any other information pertaining to their account during or after their membership. While it is true that self-service access to our platform is turned off after an account is closed, we are always happy to provide members with whatever information that they require should they reach out to our support staff, which we did here. We have attached email correspondence with *** showing that our support agent closed ***’s account after understanding that she was extremely unhappy with the service but noting that *** could reopen her account at any time. The agent also provided *** with her Arcadia statement as requested and Arcadia will be happy to provide *** with any additional information she may request. Similarly, *** is welcome to reopen her account — however, because she filed a payment dispute with her bank after these correspondences, we would only be able to reopen the account if the dispute were withdrawn. Accounts with active payment disputes are automatically closed. At the time of this particular interaction with our agent, however, our agent did ask *** if she wanted to reopen her account, and *** did not reply affirmatively. We have attached emails that show the correspondences surrounding this issue of ***'s account status and informational requests.
Again, should *** elect to reopen her account and drop her payment dispute, we would be happy to reopen her account for her so she can have self-service access to her information and continue to pay her utility through us. Otherwise, she may email us at [email protected] our call us at between 9am and 5pm EST, Mondays through Fridays, and request whatever additional information she needs and our team will be happy to provide that to her via a digital copy, as we did with her statement, which was her sole request beyond an additional request for a refund, which we are unable to grant.
Request to cancel service and was informed it would take 90 days. Since my request my charges are 30 dollars more than normal Bill the last
2 months
Thank you for bringing ***’ complaint to our attention. We appreciate his concerns and are happy to explain more about our Community Solar program and how our billing and cancelation processes.Unenrollment from our Community Solar program takes 90 days to process, which we outline this in all of our members’ subscriber agreements. For reference, we have attached ***’ personal agreement (please note the third bullet point on the first page). As part of our commitment to excellent customer service, we have waived the 90 day cancelation period closed ***’ account. For ***’ and the Revdex.com’s reference, *** has not been paying more as a part of this program but has saved $11.66 on his utility statements. 100% of the community solar credits were applied to ***’s *** statement, per his agreement he is able to keep 5% while the other 95% are returned to the solar developer as outlined in the attached agreement. *** requested an explanation on September 30th 2019 of these charges, an Arcadia representative replied and outlined the solar agreement and how ***’ savings would appear on his statement and Arcadia dashboard. For clarification, this email and images from ***’ account can be found attached. In summation, ***’ account has been closed but he can still expect to see solar savings on his *** statement until the unenrollment process is complete. We have reached out to *** via email to inform him of his account closure. Should *** or the Revdex.com wish to discuss this further we can be reached at .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Completely robbed 328.68 from my bank account and deleted my account .
Thank you for bringing ***’s complaint to our attention. We’re sorry to hear that she was not satisfied with her enrollment through Arcadia but we’re happy to provide an explanation of the charges and her account more in detail.
*** joined Arcadia on 12/11/2019, where we began to manage her utility payments on her behalf. *** also qualified for a $50 credit that would apply to the first bill if the signup was completed by December 31st, which it was. In doing so, she saved $50 on her first bill.
By accepting our terms of service, *** agreed to pay her *** utility bill through Arcadia. This means that *** would send her bill to Arcadia and Arcadia would charge *** for the amount and send those funds to her utility. We notify all members with each statement of their charge date, which is normally at least three days after the emailed statement is sent to the member. In ***’s case, the charge date was noted as four days after her statement was emailed to her. During that time, *** had the opportunity to request a delay to her payment or to request that Arcadia cancel the statement altogether so that she could pay her utility directly on a different timeline. *** never made such a request. Once a member is charged and the funds are sent to the utility, Arcadia is unable to refund those charges. Any refund or payment adjustments at that point must be addressed with the utility.
*** issued a statement for $378.84 on 12/23/2019 for the usage period of 11/21/19 through 12/23/19. Arcadia then generated a statement accordingly and passed on the charges to ***. Arcadia’s statement was sent on 12/26/2019 and the payment was withdrawn on 12/30/2019. As the $50 credit was applied to the amount of $378.84, we only processed the payment for $328.84. The payment from Arcadia posted to *** on 1/03/2020. As this payment has posted to the *** account, there is no refund to be processed at this time. We’ve closed ***’s Arcadia account and she will not receive charges from Arcadia going forward and will be responsible for paying *** directly.
For clarification on these charges, we’ve attached ***’s Arcadia statement in addition to her *** statement. The Arcadia statement highlights the grace period window.
We have been in contact with *** via email with information regarding these charges and our billing process. Should *** or the Revdex.com like to discuss this further, we can be reached at [email protected] or .
This is not what happend . On 12/31/19 there was 328.68 missing from the account . As soon as I logged into to Arcadia my account was closed immediately after taking the money out my account. I reached to Arcadia and they processed to tell me my account didn't excist and that I " changed my email " witch I never did !!! After I reported to Revdex.com . I RECEIVED A email from Monique telling me my account has been closed with NO STATEMENT. Or access to my account.. I continued to ask Monique for the account information. She stated that she closed my account because " I didn't seem happy " this is the most unprofessional thing I've seen in my life ! How you charge my account and immediately close it after ? I asked Monique numerous of times to give me access to my account . And she refused. This is a fraud. Point blank . [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards
Thank you for providing this additional feedback from ***. We are sorry that our explanation did not feel satisfactory to her. In our previous response we detailed why we were unable to refund the payment due to her utility and how we saved her money on her utility bill. We also detailed how the terms of service *** agreed to authorized Arcadia to bill and collect funds for her utility payment, which Arcadia did according to her agreement. Arcadia’s position regarding this series of events and this refund request remain unchanged.
We understand that ***’s understanding of her account closure and access requires clarification and we are happy to provide that. Accounts at Arcadia are never deleted and members are always able to have access to their past statements or any other information pertaining to their account during or after their membership. While it is true that self-service access to our platform is turned off after an account is closed, we are always happy to provide members with whatever information that they require should they reach out to our support staff, which we did here. We have attached email correspondence with *** showing that our support agent closed ***’s account after understanding that she was extremely unhappy with the service but noting that *** could reopen her account at any time. The agent also provided *** with her Arcadia statement as requested and Arcadia will be happy to provide *** with any additional information she may request. Similarly, *** is welcome to reopen her account — however, because she filed a payment dispute with her bank after these correspondences, we would only be able to reopen the account if the dispute were withdrawn. Accounts with active payment disputes are automatically closed. At the time of this particular interaction with our agent, however, our agent did ask *** if she wanted to reopen her account, and *** did not reply affirmatively. We have attached emails that show the correspondences surrounding this issue of ***'s account status and informational requests.
Again, should *** elect to reopen her account and drop her payment dispute, we would be happy to reopen her account for her so she can have self-service access to her information and continue to pay her utility through us. Otherwise, she may email us at [email protected] our call us at between 9am and 5pm EST, Mondays through Fridays, and request whatever additional information she needs and our team will be happy to provide that to her via a digital copy, as we did with her statement, which was her sole request beyond an additional request for a refund, which we are unable to grant.
I didn’t give anyone permission to use my account
Thank you for alerting us to ***'s complaint. We are happy to address their concerns and provide them with a complete resolution. While membership charges were attempted on their credit card per their membership agreement, those charges were declined, and they have not been successfully charged. As of this writing, their account has been closed and no refund is necessary as the charges were not successful. A cancellation email has been sent to the email listed on this complaint.
In reviewing their account, it appears that they signed up for our *** Membership, which is a paid membership in which Arcadia matches a member's average kWh usage with clean wind energy via renewable energy credits for a fee of 1.5c per kWh.
The member signed up for Arcadia on November 17th, 2019 and agreed to our terms of service during the sign-up process. They also provided us with their average kWh usage and enrolled in our Bill Pay program so they could be billed for our service. We sent them a confirmation and welcome email this same day. We have attached the email for your reference and their review. The email also noted that their first bill would be on December 17th and that they could reach out to us if they had any questions.
This is the first communication we have had from this member who has not reached out to our team directly. Our team is always here to respond to members within 24 hours Mondays through Fridays. If you or they have any further questions, pease feel free to reach out to our team at [email protected] or via phone at between 9am and 5pm EST, Mondays through Fridays. We will be happy to help.