Arcadia

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.

Hello,

Thank you for forwarding us this feedback from ***. I'm happy to account for her experience and to explain how Arcadia operated in accordance with the terms of service to which *** agreed when she signed up and how we arrived at the charges on her statement.

1. ***'s Arcadia statement was $37.58 higher than her *** bill because *** had enrolled in our premium 100% Wind Energy program, which is not a savings program, but an environmental program. We charge members 1.5c per kWh for their total energy usage listed on their bill to match 100% of their energy usage with clean wind energy. We do offer a free 50% Wind Energy program in which we match 50% of a member's energy usage with clean wind energy for no additional cost. *** was eligible to sign up for this free program. We are happy to refund *** the $37.58 for her bill in good faith in case there was any confusion over the plan she selected. We have initiated this refund, and it should post in about 10 business days.

2. Without the additional clean energy charges associated with ***'s premium plan, which we are refunding, *** was only charged the $188.33 due to ***. *** had enrolled in our Bill Pay program, which enables Arcadia to charge the member for the amount due on their utility bill and pay their utility on their behalf.

We sent *** an email (attached) on November 9th thanking her for enrolling in Bill Pay and noting that we would be charging her for her next bill and she should not pay ***. We also requested that she turn off any autopayments on her *** account to avoid any double payments. *** was not enrolled in autopayments with ***. According to ***'s *** account, she has not yet paid *** — or any payment she has sent have not yet posted. We've attached images from her *** account that confirm no payment has yet posted. We recommend she cancel any checks she may have sent since they have not yet been cashed.

3. Arcadia offers a three-day grace period in which members can question, delay, or cancel their payment to Arcadia should they want to pay their utility directly. After that, Arcadia charges the account and the funds (minus any Arcadia-specific wind charges, which we are refunding) are transferred to the utility. Once those funds are sent to the utility, they can only be refunded by the utility itself. While our payment has yet to post, we have already sent the $188.33 to *** and are unable to refund that figure. *** will have to speak to *** about any adjustments to her payment due them since the funds now rest with them.

4. Arcadia does offer savings opportunities to lower a member's actual utility bill (independent of any elective wind energy charges that may be applied due to voluntary participation in a premium plan) through our Smart Rate and Community Solar programs. *** was enrolled in our Smart Rate program, and Arcadia was actively scanning the marketplace for lower supply rates for her. Should a lower supply rate have been found while *** was still a member, we would have enabled her to take advantage of that lower rate. We also sent her information in October and November about enrolling in our Community Solar program, which also offers access to even more savings on her actual utility bill.

5. We do everything we can to keep our members informed. Since her sign-up on July 31st to her enrollment in our Bill Pay program and premium 100% Wind Energy program in November to her most recent Arcadia statement, we have sent *** 25 emails in total to the address listed on this file to keep her informed on updates to her account as well as other program opportunities.

We have communicated all of the above to ***, but should you or she have any further questions, you may reach out to us at [email protected] or call us at between 9am and 5pm EST, Mondays through Fridays.
Tell us why here...

Hello,

Thank you for forwarding us this feedback from ***. I'm happy to account for her experience and to explain how Arcadia operated in accordance with the terms of service to which *** agreed when she signed up and how we arrived at the charges on her statement.

1. ***'s Arcadia statement was $37.58 higher than her *** bill because *** had enrolled in our premium 100% Wind Energy program, which is not a savings program, but an environmental program. We charge members 1.5c per kWh for their total energy usage listed on their bill to match 100% of their energy usage with clean wind energy. We do offer a free 50% Wind Energy program in which we match 50% of a member's energy usage with clean wind energy for no additional cost. *** was eligible to sign up for this free program. We are happy to refund *** the $37.58 for her bill in good faith in case there was any confusion over the plan she selected. We have initiated this refund, and it should post in about 10 business days.

2. Without the additional clean energy charges associated with ***'s premium plan, which we are refunding, *** was only charged the $188.33 due to ***. *** had enrolled in our Bill Pay program, which enables Arcadia to charge the member for the amount due on their utility bill and pay their utility on their behalf.

We sent *** an email (attached) on November 9th thanking her for enrolling in Bill Pay and noting that we would be charging her for her next bill and she should not pay ***. We also requested that she turn off any autopayments on her *** account to avoid any double payments. *** was not enrolled in autopayments with ***. According to ***'s *** account, she has not yet paid *** — or any payment she has sent have not yet posted. We've attached images from her *** account that confirm no payment has yet posted. We recommend she cancel any checks she may have sent since they have not yet been cashed.

3. Arcadia offers a three-day grace period in which members can question, delay, or cancel their payment to Arcadia should they want to pay their utility directly. After that, Arcadia charges the account and the funds (minus any Arcadia-specific wind charges, which we are refunding) are transferred to the utility. Once those funds are sent to the utility, they can only be refunded by the utility itself. While our payment has yet to post, we have already sent the $188.33 to *** and are unable to refund that figure. *** will have to speak to *** about any adjustments to her payment due them since the funds now rest with them.

4. Arcadia does offer savings opportunities to lower a member's actual utility bill (independent of any elective wind energy charges that may be applied due to voluntary participation in a premium plan) through our Smart Rate and Community Solar programs. *** was enrolled in our Smart Rate program, and Arcadia was actively scanning the marketplace for lower supply rates for her. Should a lower supply rate have been found while *** was still a member, we would have enabled her to take advantage of that lower rate. We also sent her information in October and November about enrolling in our Community Solar program, which also offers access to even more savings on her actual utility bill.

5. We do everything we can to keep our members informed. Since her sign-up on July 31st to her enrollment in our Bill Pay program and premium 100% Wind Energy program in November to her most recent Arcadia statement, we have sent *** 25 emails in total to the address listed on this file to keep her informed on updates to her account as well as other program opportunities.

We have communicated all of the above to ***, but should you or she have any further questions, you may reach out to us at [email protected] or call us at between 9am and 5pm EST, Mondays through Fridays.
Tell us why here...

Thank your for forwarding this feedback from ***. We're happy to address her concerns and explain how her Arcadia Power membership and terms of service agreement was in alignment with the program to which she subscribed. That said, understanding that *** was unhappy with her membership, we canceled her Arcadia Power account and requested that she be switched back to her utility's standard offer service supply rate moving forward on the same day that she contacted us by phone for the first time on Monday, December 2nd, 2019, through the phone number listed on this file.

*** signed up for Arcadia Power on July 2nd, 2018 and received a welcome email at this email address notifying her of her membership the same day. Memberships are only granted with acceptance of our terms of service, which *** accepted during the sign-up process. Our terms of service note that the member agrees to allow Arcadia Power to make certain energy-related decisions including those pertaining to suppliers on the member's behalf unless a member opts out of the program(s).

The reason *** had her supplier switched is because she was enrolled in our Price Alerts (now Smart Rate) program that authorized Arcadia Power to search for and enroll her with energy suppliers offering more competitive supply rates. We sent *** an email on September 17th, 2018 letting her know that we were negotiating a better electricity rate for her (attached) and that she could opt-out by replying to our email expressing her desire to opt out. Since *** elected not to opt out, she was enrolled in the program and sent a confirmation email alerting her of her enrollment on September 20th, 2018 (attached).

The program to which *** subscribed promised to switch her off of her utility's standard offer service rate if we found her a lower rate. However, since supply rates fluctuate, it also promised to switch her back to her utility's rate if her new rate no longer was lower, which we did on three occasions below.

On November 2nd, 2018, we sent *** an email letting her know we had found her a lower rate and listed her current supply rate alongside her new lower rate and linked to her supplier agreement (attached). On December 14th, we sent her another email letting her know that her utility's rate was more competitive and we were switching her back to take advantage of that lower rate (attached). Then, on July 18th, 2019, we sent her a new email noting we had again found her a more competitive supply rate and would be switching her to that lower rate so she could continue to save (attached).

Because *** had agreed to our terms authorizing us to make these supplier-related decisions on her behalf, and because she opted to remain in the program by not opting out, she was able to benefit by always being on a supply rate that was at or lower than her utility's standard offer service rate. Any higher energy bills she may have experienced would not have been a result of lower supply rates but of higher energy usage.

I hope this clarifies how our program works and how it was in alignment with the services in which *** enrolled.

If you or she has any further questions, our team is always happy to help via email at [email protected] or by phone at between 9am and 5pm EST, Mondays through Fridays. We are always happy to help.

Thank your for forwarding this feedback from ***. We're happy to address her concerns and explain how her Arcadia Power membership and terms of service agreement was in alignment with the program to which she subscribed. That said, understanding that *** was unhappy with her membership, we canceled her Arcadia Power account and requested that she be switched back to her utility's standard offer service supply rate moving forward on the same day that she contacted us by phone for the first time on Monday, December 2nd, 2019, through the phone number listed on this file.

*** signed up for Arcadia Power on July 2nd, 2018 and received a welcome email at this email address notifying her of her membership the same day. Memberships are only granted with acceptance of our terms of service, which *** accepted during the sign-up process. Our terms of service note that the member agrees to allow Arcadia Power to make certain energy-related decisions including those pertaining to suppliers on the member's behalf unless a member opts out of the program(s).

The reason *** had her supplier switched is because she was enrolled in our Price Alerts (now Smart Rate) program that authorized Arcadia Power to search for and enroll her with energy suppliers offering more competitive supply rates. We sent *** an email on September 17th, 2018 letting her know that we were negotiating a better electricity rate for her (attached) and that she could opt-out by replying to our email expressing her desire to opt out. Since *** elected not to opt out, she was enrolled in the program and sent a confirmation email alerting her of her enrollment on September 20th, 2018 (attached).

The program to which *** subscribed promised to switch her off of her utility's standard offer service rate if we found her a lower rate. However, since supply rates fluctuate, it also promised to switch her back to her utility's rate if her new rate no longer was lower, which we did on three occasions below.

On November 2nd, 2018, we sent *** an email letting her know we had found her a lower rate and listed her current supply rate alongside her new lower rate and linked to her supplier agreement (attached). On December 14th, we sent her another email letting her know that her utility's rate was more competitive and we were switching her back to take advantage of that lower rate (attached). Then, on July 18th, 2019, we sent her a new email noting we had again found her a more competitive supply rate and would be switching her to that lower rate so she could continue to save (attached).

Because *** had agreed to our terms authorizing us to make these supplier-related decisions on her behalf, and because she opted to remain in the program by not opting out, she was able to benefit by always being on a supply rate that was at or lower than her utility's standard offer service rate. Any higher energy bills she may have experienced would not have been a result of lower supply rates but of higher energy usage.

I hope this clarifies how our program works and how it was in alignment with the services in which *** enrolled.

If you or she has any further questions, our team is always happy to help via email at [email protected] or by phone at between 9am and 5pm EST, Mondays through Fridays. We are always happy to help.

Hi Ben,

We're very sorry that you did not enjoy your experience with Arcadia, but we are grateful that you gave us a try. Still, we are concerned that your experience left you with some doubts about the nature of our service and wanted to clarify a few points. We believe clean energy should be available to everyone, which is why we are committed to enabling anyone who pays a power bill to support clean energy be it through our free membership or through one of our premium programs. We also value transparency and want to ensure our members understand that renewable energy credits (the method by which we match your energy consumption with renewable energy) are acknowledged by the EPA as a valid measurement of renewable energy generation, which you can read more about here: https://support.arcadia.com/hc/en-us/articles/360007688874-What-are-Renewable-Energy-Certificates-RECs-

Regarding your difficulties with your ComEd account, members' utility account settings are always restored to their original settings when their Arcadia account is closed, but utilities may require members to take additional steps to verify those settings. You should have received an email from your utility noting those next steps. If you did not or if those utility emails went to your spam folder, we recommend contacting your utility to discuss your account history and any technical concerns with them.

If our team can be of further support, please reach out to us at [email protected]. We're here to help.

Hi Ben,

We're very sorry that you did not enjoy your experience with Arcadia, but we are grateful that you gave us a try. Still, we are concerned that your experience left you with some doubts about the nature of our service and wanted to clarify a few points. We believe clean energy should be available to everyone, which is why we are committed to enabling anyone who pays a power bill to support clean energy be it through our free membership or through one of our premium programs. We also value transparency and want to ensure our members understand that renewable energy credits (the method by which we match your energy consumption with renewable energy) are acknowledged by the EPA as a valid measurement of renewable energy generation, which you can read more about here: https://support.arcadia.com/hc/en-us/articles/360007688874-What-are-Renewable-Energy-Certificates-RECs-

Regarding your difficulties with your ComEd account, members' utility account settings are always restored to their original settings when their Arcadia account is closed, but utilities may require members to take additional steps to verify those settings. You should have received an email from your utility noting those next steps. If you did not or if those utility emails went to your spam folder, we recommend contacting your utility to discuss your account history and any technical concerns with them.

If our team can be of further support, please reach out to us at [email protected]. We're here to help.

Hi Ben,

I’m sorry to hear that your experience with Arcadia Power wasn’t a positive one, while I can’t get into account specifics in a public forum because we value your privacy I’m happy to do my best to address your concerns.

Just to clarify, savings might not be instantaneous when you join Arcadia Power as it depends on when we’re able to find you opportunities with our Smart Rate or Community Solar programs. I’m sorry that you didn’t have a chance to save while you were a member.

I understand you’re having trouble accessing your online account with your ComEd. When you unenroll from Arcadia Power, your account is restored to its original settings. However, you may be required by your utility to finalize the restoration of your account. It sounds like that might be causing your difficulty. This verification is typically sent via email by your utility, be sure to check to make sure you don’t have any missed communications that might have been overlooked or gone to spam. I also suggest reaching out directly to ComEd if you’re still having trouble as passwords and security questions are not updated by Arcadia Power.

Please don’t hesitate to reach out to us at [email protected] with any questions about Arcadia Power. We’re always happy to help.

Hi Ben,

I’m sorry to hear that your experience with Arcadia Power wasn’t a positive one, while I can’t get into account specifics in a public forum because we value your privacy I’m happy to do my best to address your concerns.

Just to clarify, savings might not be instantaneous when you join Arcadia Power as it depends on when we’re able to find you opportunities with our Smart Rate or Community Solar programs. I’m sorry that you didn’t have a chance to save while you were a member.

I understand you’re having trouble accessing your online account with your ComEd. When you unenroll from Arcadia Power, your account is restored to its original settings. However, you may be required by your utility to finalize the restoration of your account. It sounds like that might be causing your difficulty. This verification is typically sent via email by your utility, be sure to check to make sure you don’t have any missed communications that might have been overlooked or gone to spam. I also suggest reaching out directly to ComEd if you’re still having trouble as passwords and security questions are not updated by Arcadia Power.

Please don’t hesitate to reach out to us at [email protected] with any questions about Arcadia Power. We’re always happy to help.

Hello,
We are happy to respond to this complaint and explain our outcome. Ms. enrolled with Arcadia Power and accepted our terms of service on January 10, 2019. This agreement authorized Arcadia Power to enroll Ms. in select programs such as our community solar program unless Ms. opted-out within the communicated opt-out windows. After that, the terms of her community solar agreement noted that if she requested to be removed from our community solar program, the cancellation period would take up to 90 days. We provided Ms. with a copy of her solar agreement as well as an opt-out opportunity via email (attached).
Ms. is correct that her bill has been higher since joining the program. This is a direct result of her opting to stay enrolled with her budget billing program with her utility. We did send her two emails (both attached) on May 1st, 2019 and again on May 7th, 2019 to turn off her budget billing, noting that failure to do so would result in temporarily higher bills for at least several months until her utility could readjust her budget billing rate and apply her solar credits properly. Once her budget bill trued up after several months, more than likely she would have a credit balance at the true-up and the budget bill amount would reset at that time to a lower value. This was communicated to Ms. on several phone calls as well as in the emails attached.
As for Ms.’s enrollment in the community solar project and its 90-day-cancellation terms, we emailed Ms. on May 15, 2019 letting her know that she would be subscribed to her current solar project and subject to its terms unless she opted out by May 22nd, 2019. Since she did not opt out and did not turn off budget billing, she was enrolled in the current program under this configuration.
We understand that Ms. is seeking $509. However, we are unable to grant this request for two reasons. One is that we offered her several opportunities to unenroll from her budget billing plan to avoid these charges, and we offered her opportunities to opt-out of the community solar program altogether. The other is that Ms. is keeping her promised 5% of those savings, as her utility, National Grid, applies the full credit amount to her budget balance. These are listed on her National Grid bill.
We try to be as transparent and communicative with our members as possible, and I hope this explains how we were transparent with Ms. about the program, the billing implications, and how to prevent this outcome of experiencing a higher bill up front instead of seeing immediate savings.
If Ms. would like to speak with us further, we’d be happy to discuss the matter with her further. She can email us at *** 24 hours a day, seven days a week; or she can also reach out to us by phone at (*** between 9am and 5pm EST, Mondays through Fridays.

Hello,
Thank you for contacting us about this issue. We’re very sorry that Ms. had a negative experience with her community solar savings program and that she feels that she was misinformed about the platform and the nature of her savings.
We strive to be completely transparent with our members and understand that not every member will opt to participate in all of our programs. That is why we gave Ms. ample notice about the nature of our program and how savings were packaged and allocated via email prior to her connection with the program, offering all of the program's terms up front and giving her multiple opportunities to opt-out of the program, which she declined. Since she opted to stay involved with our program, she actually saved on her bill and future bills and was not charged extra. As a result, we will not be able to offer refunds for lowering her bill. However, we have waived the 180-day cancellation timeline as a courtesy and removed her from the project.
SUMMARY OF COMMUNICATIONS.
We emailed Ms. on:
August 8th:
Introducing the Community Solar program
August 13th:
Notifying her of imminent enrollment with a copy of the solar agreement detailing the 180-day cancellation terms; and
That she could opt-out of the program by August 20th with a reply to the email.
August 19th:
Notifying her of a final opt-out window with a copy of the solar agreement and cancellation terms
September 5th:
Notifying her of connection to her solar project with a link to our terms and her solar agreement again.
BREAKDOWN OF CHARGES AND SAVINGS
October 4th National Grid Bill:
While we understand that Ms. has stated that her vacant residence was not using energy during this time, her National Grid bill for meter dates from September 5 through October 3rd indicated a 292 kWh usage. The cost of that bill without involvement with Arcadia Power or our community solar program would have been $67.87. Per the terms of our community solar program, Ms. would be entitled to keep 5% of the net metering credit that was applied to her bill, returning 95% of the credit back to the developer. This is not a fee. Since 95% of the $41.03 net metering credit was due back to the developer, $36.93 was added to her bill, resulting in a final charge of $65.12. Without her involvement in our community solar program, Ms. never would have had access to those solar savings and her bill would have been $67.87. She actually saved $2.75.
November 4th National Grid Bill:
Ms.’s National Grid bill issued on November 4th noted that her home used 0 kWh. Per the terms of Ms.’s solar agreement, she agreed to pay back 95% of the savings generated by her portion of the solar project to the developer, which was still generating electricity independent of her usage. The total credit generated by her share was $72.36, meaning Ms. was responsible for $65.12. She still earned that $7.24 in savings.
The 95% of the solar credit that is due back to the developer is called the “production credit.” If the production credit exceeds the cost of a member’s energy usage in a month, the member would simply owe the 95% of the production credit on the current bill and any leftover credit balance would roll over automatically onto their bill for the next month.
We hope this explains how the program is, in fact a savings program, and that Ms. is not being charged additional fees or extra for her energy usage and that all of her 5% savings are either realized directly on her current bill or rolled over onto future bills where the production credit exceeds the member’s usage during that month.
Again, we have, as a courtesy, waived the 180-day cancellation period for Ms., but because her program operated according to the terms she agreed to and resulted in savings for her (either on her current bill or rolled over to her next), we are unable to offer a refund for the savings. We have explained this Ms. in our contacts with her, but if she would like to discuss her credits further, she can email us at *** or call us at *** between 9am and 5pm EST, Mondays through Fridays.

Thank you for bringing ***’s complaint to our attention, to clarify ***’s account with Arcadia Power has already been closed and her supplier was never switched but we are happy to address his concerns. Arcadia Power members can access their account anytime by logging in at https://my.arcadiapower.com/signin and Arcadia Power support can be reached at [email protected] or at .*** contacted Arcadia Power support via email at 8:20 PM on 11/14/2019 requesting his account be closed and to not participate in our Smart Rate program. We replied at 8:19 am on 11/15/2019 to confirm his account had been closed. We see that *** called Arcadia Power at 6pm and 6:30pm on 11/14 which is outside of our business hours, weekdays 9am-5pm eastern. *** called again on 11/15 during business hours and we confirmed his account had been closed and his supplier had not been changed. Should *** or the Revdex.com wish to discuss this further we may be reached at [email protected].

Hello,
We are happy to respond to this complaint and explain our outcome. Ms. enrolled with Arcadia Power and accepted our terms of service on January 10, 2019. This agreement authorized Arcadia Power to enroll Ms. in select programs such as our community solar program unless Ms. opted-out within the communicated opt-out windows. After that, the terms of her community solar agreement noted that if she requested to be removed from our community solar program, the cancellation period would take up to 90 days. We provided Ms. with a copy of her solar agreement as well as an opt-out opportunity via email (attached).
Ms. is correct that her bill has been higher since joining the program. This is a direct result of her opting to stay enrolled with her budget billing program with her utility. We did send her two emails (both attached) on May 1st, 2019 and again on May 7th, 2019 to turn off her budget billing, noting that failure to do so would result in temporarily higher bills for at least several months until her utility could readjust her budget billing rate and apply her solar credits properly. Once her budget bill trued up after several months, more than likely she would have a credit balance at the true-up and the budget bill amount would reset at that time to a lower value. This was communicated to Ms. on several phone calls as well as in the emails attached.
As for Ms.’s enrollment in the community solar project and its 90-day-cancellation terms, we emailed Ms. on May 15, 2019 letting her know that she would be subscribed to her current solar project and subject to its terms unless she opted out by May 22nd, 2019. Since she did not opt out and did not turn off budget billing, she was enrolled in the current program under this configuration.
We understand that Ms. is seeking $509. However, we are unable to grant this request for two reasons. One is that we offered her several opportunities to unenroll from her budget billing plan to avoid these charges, and we offered her opportunities to opt-out of the community solar program altogether. The other is that Ms. is keeping her promised 5% of those savings, as her utility, National Grid, applies the full credit amount to her budget balance. These are listed on her National Grid bill.
We try to be as transparent and communicative with our members as possible, and I hope this explains how we were transparent with Ms. about the program, the billing implications, and how to prevent this outcome of experiencing a higher bill up front instead of seeing immediate savings.
If Ms. would like to speak with us further, we’d be happy to discuss the matter with her further. She can email us at *** 24 hours a day, seven days a week; or she can also reach out to us by phone at (*** between 9am and 5pm EST, Mondays through Fridays.

Hello,
Thank you for contacting us about this issue. We’re very sorry that Ms. had a negative experience with her community solar savings program and that she feels that she was misinformed about the platform and the nature of her savings.
We strive to be completely transparent with our members and understand that not every member will opt to participate in all of our programs. That is why we gave Ms. ample notice about the nature of our program and how savings were packaged and allocated via email prior to her connection with the program, offering all of the program's terms up front and giving her multiple opportunities to opt-out of the program, which she declined. Since she opted to stay involved with our program, she actually saved on her bill and future bills and was not charged extra. As a result, we will not be able to offer refunds for lowering her bill. However, we have waived the 180-day cancellation timeline as a courtesy and removed her from the project.
SUMMARY OF COMMUNICATIONS.
We emailed Ms. on:
August 8th:
Introducing the Community Solar program
August 13th:
Notifying her of imminent enrollment with a copy of the solar agreement detailing the 180-day cancellation terms; and
That she could opt-out of the program by August 20th with a reply to the email.
August 19th:
Notifying her of a final opt-out window with a copy of the solar agreement and cancellation terms
September 5th:
Notifying her of connection to her solar project with a link to our terms and her solar agreement again.
BREAKDOWN OF CHARGES AND SAVINGS
October 4th National Grid Bill:
While we understand that Ms. has stated that her vacant residence was not using energy during this time, her National Grid bill for meter dates from September 5 through October 3rd indicated a 292 kWh usage. The cost of that bill without involvement with Arcadia Power or our community solar program would have been $67.87. Per the terms of our community solar program, Ms. would be entitled to keep 5% of the net metering credit that was applied to her bill, returning 95% of the credit back to the developer. This is not a fee. Since 95% of the $41.03 net metering credit was due back to the developer, $36.93 was added to her bill, resulting in a final charge of $65.12. Without her involvement in our community solar program, Ms. never would have had access to those solar savings and her bill would have been $67.87. She actually saved $2.75.
November 4th National Grid Bill:
Ms.’s National Grid bill issued on November 4th noted that her home used 0 kWh. Per the terms of Ms.’s solar agreement, she agreed to pay back 95% of the savings generated by her portion of the solar project to the developer, which was still generating electricity independent of her usage. The total credit generated by her share was $72.36, meaning Ms. was responsible for $65.12. She still earned that $7.24 in savings.
The 95% of the solar credit that is due back to the developer is called the “production credit.” If the production credit exceeds the cost of a member’s energy usage in a month, the member would simply owe the 95% of the production credit on the current bill and any leftover credit balance would roll over automatically onto their bill for the next month.
We hope this explains how the program is, in fact a savings program, and that Ms. is not being charged additional fees or extra for her energy usage and that all of her 5% savings are either realized directly on her current bill or rolled over onto future bills where the production credit exceeds the member’s usage during that month.
Again, we have, as a courtesy, waived the 180-day cancellation period for Ms., but because her program operated according to the terms she agreed to and resulted in savings for her (either on her current bill or rolled over to her next), we are unable to offer a refund for the savings. We have explained this Ms. in our contacts with her, but if she would like to discuss her credits further, she can email us at *** or call us at *** between 9am and 5pm EST, Mondays through Fridays.

Thank you for bringing ***’s complaint to our attention, to clarify ***’s account with Arcadia Power has already been closed and her supplier was never switched but we are happy to address his concerns. Arcadia Power members can access their account anytime by logging in at https://my.arcadiapower.com/signin and Arcadia Power support can be reached at [email protected] or at .*** contacted Arcadia Power support via email at 8:20 PM on 11/14/2019 requesting his account be closed and to not participate in our Smart Rate program. We replied at 8:19 am on 11/15/2019 to confirm his account had been closed. We see that *** called Arcadia Power at 6pm and 6:30pm on 11/14 which is outside of our business hours, weekdays 9am-5pm eastern. *** called again on 11/15 during business hours and we confirmed his account had been closed and his supplier had not been changed. Should *** or the Revdex.com wish to discuss this further we may be reached at [email protected].

Thank you for bringing ***’s complaint to our attention, we appreciate her concerns and hope to be able to resolve them by clarifying our billing process and timeline. ***’s payment to *** through Arcadia Power has posted and her account has been canceled so no future payments will be withdrawn. *** joined Arcadia Power in October 2019, we sent an email welcoming *** to Arcadia Power and and giving instructions on billing including the estimated first bill date, a reminder to pay the existing balance, and to turn off any automatic payments existing with the utility. We sent *** a statement on 10/23/19 informing her that her statement was ready and we would withdraw the funds three days later, *** chose to delay the payment to 11/2/19. We sent her an updated statement to confirm the payment had been delayed and reflect the updated withdraw date of 11/2/19. On 11/2/19 we started processing ***’s payment, it was approved and we sent it to ***’s utility, ***. As ***’s enrolled with a checking account, the funds do take days to process with the bank and do not post instantaneously to the utility website as they must process through *** as well. In addition, this process can be delayed due to national holidays such as Veteran’s Day. We have informed *** that we anticipated the payment to post on or before the due date of 11/14/19 and can now confirm *** has received the payment as of 11/13/19. We appreciate that it can be concerning to not immediately see the payment reflected, and have an article on our support center to clarify the process. https://support.arcadiapower.com/hc/en-us/articles/***-When-do-you-send-my-payment-to-my-utility-We have reached out to *** to explain her statement, our billing timeline, and when her payment would post and to confirm that her account has been closed per her request. Should *** or the Revdex.com wish to discuss this further we can be reached at ***.