ComplaintsforMCE

• Initial Complaint

  03/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear MCS,I am writing to formally address a concern regarding my recent billing statements. Upon careful review, I have noticed charges that appear to be significantly higher than my actual power usage would warrant. This discrepancy leads me to believe there may be an issue with your storage facility or metering equipment, resulting in inaccurate readings and overcharging.I kindly request a thorough investigation into my account and meter readings. I believe I am *********** a reimbursement for the overcharges that have occurred as a result of this discrepancy. Please consider this letter as a formal request for an adjustment to my billing.I value our ongoing relationship and trust that you will address this matter with urgency and fairness. However, should we be unable to resolve this issue amicably, I am prepared to pursue legal action to seek an appropriate resolution.I look forward to your prompt response and a detailed explanation of the steps you will take to rectify this situation.Sincerely,*************************

  

  Business response

  03/04/2024

  Good ************************************************* are showing that youe account with ********************** was closed in November of 2023. We had several communications between our service and billing department from September through November of 2023 highlighting the fact that the usage at the address had moved to over 5 times the normal amount for an average residence. We also highlighted the fact that there is an embroidery business registered at the same address and that if you are using energy for that business that you should contact PG&E to have your account's rate changed to a business B-1 rate. We also suggested tyhat you have PG&E check the meter to ensure ************** readings and to make sure that your solar panels are functioning properly. We can not comment on the statement that you have attached as you are not the account holder nor do you have authorization on the account in question. Please have the account *********************************, reach out to MCE and PG&E directly for any further support. As it stands now all of the current statments due are representative of the cost for the energy used at the service address and until PG&E can validate any issues with the meter readings the charges are valid.

   

  Best Regards,

   

  *******************

   

  Director of Customer Operations

  **********************

  **********************************

  *******************************

  **************

  Customer response

  03/04/2024

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

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this complaint is towards: **************************************** have tried multiple times ( via email and via their website) to opt out of MCE. They continue to charge me on my PG&E Electric bill. The original confirmation number that I rcvd from MCE, on July/2023, when the 1st opt-out request was submitted, by me, on their website is as follows (********). I then noticed that, on my PG&E bill, MCE continues to charge me even thought I have submitted an opt out request. So I submitted a second request to opt me out of their service so I may fully be charged by PG&E, this second opt out request was submitted on October/2023. I also tried to contact them via phone on multiple occasions. They do not even pick up their phone ( what is the use of adding a phone number to your website if you never respond to it?). MCE needs to stop charging me, and honor my opt-out request that was submitted in July, and do a retroactive refund to move charges to PGE rather than MCE.

  

  Business response

  11/14/2023

  I spoke with **************** earlier today. During the call I let her know that her online transaction in July was entered as an opt down from the 100% renewable ****************** level to the 60% renewable ******************* level, not an opt out transaction. I also offered my apologies that her communication in October was not responded to in a timely manner.
  

  I let her know I could request from PG&E that her account be returned to their service retroactively, but that, due to the comparatively lower MCE electric generation rates, a retroactive return would result in an small additional cost. **************** expressed that she was more concerned that she be with PG&E going forward. She very graciously told me she did not require a retroactive return, so I was able to submit her more recent online opt-out request (submitted 11/13/2023) today.  I let her know that this transaction would be effective starting on her December billing cycle, so she would see the change reflected in her January bill.  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried multiple times ( via email and via their website) to opt out of MCE. They continue to charge me on my PG&E bill. The original confirmation number that I rcvd from MCE on July/2023, when the 1st opt-out request was submitted on their website is as follows (********). I then noticed that they continued to charge me, so I submitted a second request, in October/2023, and tried to contact them via phone on multiple occasions. MCE needs to stop charging me, and honor my opt-out request that was submitted in July, and do a retroactive refund to move charges to PGE rather than MCE.

  

  Business response

  11/14/2023

  I spoke with **************** earlier today. During the call I let her know that her online transaction in July was entered as an opt down from the 100% renewable ****************** level to the 60% renewable ******************* level, not an opt out transaction. I also offered my apologies that her communication in October was not responded to in a timely manner.

  I let her know I could request from PG&E that her account be returned to their service retroactively, but that, due to the comparatively lower MCE electric generation rates, a retroactive return would result in an small additional cost. **************** expressed that she was more concerned that she be with PG&E going forward. She very graciously told me she did not require a retroactive return, so I was able to submit her more recent online opt-out request (submitted 11/13/2023) today.  I let her know that this transaction would be effective starting on her December billing cycle, so she would see the change reflected in her January bill.  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Marin Clean Energy is automatically added to any PGE bill when you open an account, change entity names on a property, rate change accounts through PGE, etc. This is not fair. They claim that they provide green energy and that their charges on the billing are not an extra fee, even though it is. When you try to opt out of MCE, by using their website that directs you to send them an email, you receive an automated message that says they will get back to you within two business days, and they never do. They provide a case number in the email, and do not contact you or do anything with the request (cause they get paid if they ignore the request). They also tell you, if you call in, that they can not opt you out for a month after you have been signed up, which is not accurate. I was told yesterday, by an agent at MCE, that MCE is who provides the services and then it transfers to PGE ... this is not a true statement!!I have attached two emails from them, this month, that they did not address. I had to call in yesterday to request an update on the cases that they ignored. They said they would opt us out, as of yesterday, even though emails were sent well before that.This is stealing from customers and is not right. This is a double charge to consumers and it is not true that they provide green energy over PGE (PGE is required too, so that is not an accurate statement). It is not fair for consumers to be forced into a contract with a company that does not care about the customer or service that they are suppose to provide.

  

  Business response

  06/30/2023

  **************,
  Thank you for bringing this issue to our attention. First, my apologies for the delay in receiving responses to your attached queries; Ill seek to provide an explanation of these delays below. Youve raised many points, so Ill address them in detail below.
  I will provide a timeline of your recent interactions with MCE Customer Care:
  May 17 You reached out to us via our call center and requested an opt-out for Acct. #*************** opt out transaction was processed that day, and a return-request was conveyed to PG&E. Under PG&E policy, service-returns become effective at the start of a customers next billing cycle. In the case of this transaction, the effective date was 6/6/2023.
  June 5 You requested via email that Acct. #********** be opted out immediately. This transaction was assigned Case# ********. Once again, we sincerely apologize for not responding to your request in a timely manner. Unfortunately, this account was already being PG&E bundled service. So this transaction was unable to be processed.Once again, this account is already under PG&E.
  June 21 You again requested via email that we opt out Acct. #**********. About 10 minutes later you reached out to our call center. During the call, our advisor initiated an opt-out transaction on this account as-per your request. Please note that this account had already been under PG&E service, and was approximately midway through the current billing cycle.
  Finally, I am very concerned that we have not been successful in affirming that MCE generation charges are not a double charge. MCE generation costs merely replace the charges PG&E would have imposed as your electric service provider. On Page 1 of every PG&E statement sent to MCE customers the following note appears:

  Important Messages

  Your charges on this page are separated into delivery charges from PG&E and generation or procurement charges from an energy provider other than PG&E. These  two charges are for different services ands are not duplicate charges.
  
  Once again, thank you for reaching out to us with your feedback. At this point in time, both accounts you requested be opted out are being administered by PG&E, only. While we truly regret the communication delay youve reported, your opt-out request and return to PG&E service were processed at the earliest possible timeframe.
  Kind Regards,
  ***************
  MCE Account Manager

• Initial Complaint

  04/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have canceled MCE Electric charges twice. Once by email and once by phone. They continue to charge me -monthly. I t has been six months since the initial request. My PG&E account is ************

  

  Business response

  04/21/2023

  After some research into to this matter, I can confirm that the customer reached out to ********************** ************* via email on 12/18/2022, requesting that her account be opted out. On 12/19/2022, an MCE customer care adviser responded to her request via email (attached). In the email, the adviser provided a link to MCE opt-out terms and selections. The adviser also requested that the customer confirm whether she would like to proceed with her transaction as an immediate return (at the end of the current billing cycle) to PG&E bundled service (electric delivery and electric generation), or as a 6-month return. MCE is required to provide these opt-out options to customers who have had MCE service for over 60 days, because, under PG&E policy, this would determine whether the customer would be billed by PG&E under their standard generation rates or under transitional bundled rates (for the first 6 months after their return). The customer did not respond with direction on whether to proceed with the transaction or which return option she had selected, so we were regrettably unable to proceed with her opt out request at that time.

  Since it is clear from this complaint that the customer would prefer to be returned to PG&E as soon as possible, per the customer's request, I have processed an immediate opt-out transaction, and submitted a return request to PG&E. PG&E typically requires 5 business days to enact a return to their service, but after they have completed their process, the customer's account will be returned to PG&E bundled service effective at the start of their next billing cycle. 

  I can make a special request of PG&E that they return the customer's account retroactively, effective 12/28/2022, and rebill all subsequent billing cycles under PG&E bundled service. This would result in a refund of all subsequent MCE generation charges, but PG&E generation charges would be included in the rebill. This would result in higher charges for the customer, and PG&E policy discourages retroactive returns when they are not to a customer's financial advantage. In any case, please let us know if the customer prefers we proceed with that special request for a retroactive return.

   

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Terrible customer service. Purposely missing calls and offering incorrect call back numbers. Not to mention the fact that they belittled me in conversation saying I couldnt do simple math when in fact they made an error. Generally, malicious business practices when dealing with an already financially stressful situation.

  

  Business response

  03/23/2023

  While we very much regret any inconvenience or distress ************ has experienced, we have been unable to address with her the issues she cites. MCEs **************** Manager has reached out to her repeatedly over the past week or so. He was able to speak with her briefly on 3/15, but ************ was busy, so he called her back the next day at her request. He left her two voicemail messages on 3/16, and one on 3/21.Since we have not been able to talk with ************, we have not been able to investigate the issues she raises on her complaint.

  
  At this time, I can only provide the following history of direct interactions weve had with the customer, aside from those mentioned above:

  
  2/22/23 The customer called to opt out of ********************** service and spoke with an MCE customer care advisor. At that time, the advisor let her know that the MCE electric generation charges were not an additional charge, but created an opt-action per the customers request. ************ also requested a call back from her supervisor.

  
  2/22/23 MCEs **************** Manager spoke with ************ and advised her that she was actually saving substantially on her monthly electric bill due to MCEs lower generation rates. The customer directed him to put a hold on her opt-out transaction, as she wanted to talk with PG&E before making a final decision.

  
  3/13/23 Customer called back in to opt out her account. MCE advisor submitted her opt-out transaction after informing her of PG&Es terms and conditions relating to a return to PG&E bundled service. She subsequent sent ************ a confirmation email for that transaction. The transaction was submitted at that time , and under PG&E policy, her account will be returned to PG&E at the start of her next billing cycle, effective 3/25/23.
  
  Once again, we are eager to address with ************ any of the issues she cites in her complaint, but do not want to add any additional burden or stress onto her at a difficult time.

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I believe I experienced malicious business practices. I do find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a very large Solar array and three power bank Tesla system and net export energy to the grid thru my NEM meter as shown by my PG&E solar statements. Since April 2022 to January 2023 my monthly PG&E bill has been $11 to maintain grid hookups. My current trueup PG&E solar credit PG&E statement shows they owe me currently $842.93 for solar generation to the grid, due April 2023. On January 2023 and February 2023 MCE charged me over $489.02 for MCE electrical generation, which is impossible because I generate solar energy to the grid only and do not consume it. PG&E also says I have lost my $832.93 trueup solar credit because I opted into MCE. I never opted into MCE voluntarily and since I have become aware of MCE have opted out. I'm requesting a backdated refund of the $489.02 for energy I did not use from MCE and reinstatement from PG&E of my trueup credit of $842.93. This entire debacle shows me MCE is nothing but a criminal enterprise and has harmed my household and PGE consumers.

  

  Business response

  03/09/2023

   

  I had a very pleasant and productive conversation with **************** earlier this week. We were able to go over his PG&E Detail of Bill summary together, and thoroughly discuss his billing history and correct some of the not-so-good information he had been provided. I was very pleased that **************** decided to stay with MCE, and I was subsequently able to cancel his opt-out transaction at his request.

   

  ***************

  MCE Account Manager

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My county was automatically enrolled in MCE. Sounded like a good idea at first, but when looking at the PG&E bill my True-up has significantly increased. It appears that Im am getting charged twice for electricity. One charge is from MCE and looks like my PG&E generation is getting added to my True-Up bills due this September. This leads me to believe I will be double paying. One from MCE now, the an accumulation of PG&E charges later this year.

  

  Business response

  03/09/2023

   

  I had a very pleasant and productive telephone conversation with ******************. I advised him that he was not double-paying and explained how the MCE NEM program was administered in comparison to PG&E NEM. We also went into some depth about his electric usage patterns and needs, along with his various service options. 

  We arrived at what I hope was a satisfactory resolution of this matter.

  ***************

  MCE Acct. Mgr.

  Customer response

  03/10/2023

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

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  What an awful organization!I am a PG&E True UP Solar Customer.PG&E account number is ************ My PG&E True Up ends in Nov, 2022 so my next True Up would be Nov, 2023.Magically, somehow I was moved to MCE in December and was charged MCE Electrical Generation.This was big surprise to me, normally charges are accumulated in my PG&E True UP period.I called them, impossible to reach, and was given an unacceptable explanation of the charges and changes.So I filed to *** OUT of their services via email submission.A few days after submitting the submission in Jan 2023 MCE contacted me and explained the process, explaining to that OPting Out would trigger a new true up period with PG&E. I did not want that so I told them to cancel the *** Request. I spoke to an MCE representative this conversion is documented.. MCE told me they would cancel the *** Out request.However, My PG&E **** arrived ending 2/2/23 with a $968.14 charge including a True UP PG&E Electric Delivery charge of $291.01. This is because MCE never really cancelled my OPt Out triggering the billing and a new True UP period. I should have not received this true up charge, my net yearly production is significantly more than my Usage. I get rebate checks from PG&E. So their mistake caused me to be billed at a premium cost when no bill should have been issues.I spoke to MCE and they recognized the mistake and told me they would get back to me with resolution.They never called back, and for days I have been trying to reach them. These people are unreachable.I want them to fix this. I want them to pay the $291.01 fee or fix it with PG&E. How did an organization like this get created.

  

  Business response

  03/03/2023

  We regret any inconvenience caused to ************** and have been in contact with him in the last few days. 

  The customer opted out his ********************** account on 1/27/23. This transaction was processed and submitted to PG&E at that time. At the time of ************** request to cancel the opt out transaction, on 1/30/23, we attempted to rescind the opt out request, but were not successful.

  We have subsequently requested from PG&E that they return their account to MCE service effective retroactively to 2/9/23, resulting in cancellation of the opt-out transaction. Once PG&E is able to process this retroactive return to MCE service, **************' account will be rebilled to correct for the true-up charges he cites, and refund any payments made on those reversed true-up charges.

  Once again, we are very sorry for the inconvenience, and very much appreciate **************' patience in this matter.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our house hold **** has gone up by a couple hundred dollars. For the statement date 1/30/2023. MCE decided to charge us for the previous month even though We payed our bill on time and in full. They either had a mistake on there end or I dont know what. This seems like a type of trick to get more money out of us. Theres no way we know wether or not we received any energy from them since we got charged electric from PGE in the previous months bill, along with all normal charges.All we are asking for is for them to only charge the appropriate amount for the month of usage that we used. They have made our graph show like we used way more energy in January just to charge us for the previous month. This is unfair and not our problem. There was no advance notice given as to the charges, that would have to be charged this month because of what ever happened. This complaint was written and submitted by ***************************** for his mother ***** Delta ****** (PGE account holder)(account Number) ************ You may reach her ************* to get approval verbally to discuss this with ****. if needed. But process for this complaint will be done with ****. Thank you for your time. ******************************

  

  Business response

  02/17/2023

  Unfortunately, a data transmission problem prevented MCE from receiving the electric usage data PG&E recorded on this account for the November-December billing cycle. As a result, MCE was unable to include these charges on the customers December statement. That statement included PG&E electric delivery charges, only, along with gas charges, but the cost of the generation services provided by MCE were left off of the December statement. The customer may wish to review the December statement and observe that all PG&E electricity charges are categorized as Current PG&E Electric Delivery Charges. The December bill was significantly lower, because it was incomplete.

  
  Regrettably, the MCE generation balance for December had to be placed on the January statement; resulting in a very high balance due. Especially when compared to the incomplete previous statement. As a point of comparison,the customers November statement included a total of about $364 in electric service charges (PG&E delivery + MCE generation), a roughly equivalent total electricity charge to Decembers statement despite the fact that the customers usage increased by over 39%.

  
  While I can understand that the customer thought their December charges were paid in full, and that he is wary of the possibility of being double-billed, this is not possible. MCE has been the customers sole electric generation service provider for nearly 5 years, so PG&E could not have provided energy to the customers home in December, and the delayed MCE charges represent the appropriate amount for energy used in their home. If the customer were to look at the section of the December bill titled Details of PG&E Electric Delivery Charges, he would see that there is a line-item listed as Generation Credit and a visible dollar amount to the right of it. That amount is credited to the account and represents the amount PG&E is subtracting from the bill.This represents what PG&E would have charged for generation services --  if the customer had been a PG&E bundled customer.

  
  Once again, I completely empathize that the customer may question the credibility of the delayed charges. I can offer to request of PG&E that the account be returned to PG&E bundled service retroactively effective back to 11/21/2022 prior to the billing cycle represented by the statement with the missing MCE charges. This might allay the customers fears that he may be double-paying for energy. It would result in a rebill of the monthly cycles represented by the December and January statement and a refund of all MCE charges on those statements. The rebill would, however, also include PG&E generation charges for the electric usage during those two months which are higher than MCEs. By my calculations, that would result in an approximately $55 increase in balances due for those two months.
  Please let me know whether you wish to proceed with retroactive return to PG&E.

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