ComplaintsforNexamp

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a huge bill with Nexamp. I signed up with a *** at my door that was not truthful. She said I would save money and that this was an effort to get everyone to use clean energy. She also said it was safe because I could cancel anytime. I let her sign me up. I received my very first bill in May 2024 and I cancelled right away because it was high. I didnt save anything. It is now October and I am still receiving bills from them on top of my electric bill with 2 more months to come according to Nexamp. The bill is $1444 so far. I will eventually make payments but I was expecting the bills to stop. Ultimately I was hoping Nexamp to provide some relief.

  

  Business response

  10/24/2024

  Hello *****, 

  Thank you for your candid feedback. We're sorry to hear that you're not satisfied with our program. We appreciate you reaching out and explaining your situation, and we're committed to assisting you through this process. 

  As a Nexamp community solar subscriber, you had a share on one of our solar projects, which generates clean energy that feeds into the grid. Your utility reduces the amount due on your bill based on the solar energy credits your share produces each month. These credits help offset your electricity usage. While you still receive a bill from your utility for the electricity you use, it is reduced by the value of the solar credits. Nexamp then invoices you separately for the value of these credits, applying a 15% discount. All of this is explained during sign-up and outlined in your agreement. 

  In summer, you may receive more credits than you use, while in winter, solar production is lower, and your credits might not cover your usage. Because of these fluctuations, we recommend viewing your savings on an annual basis. If you have excess solar credits, they will continue to offset future electricity costs. 
  Regarding your cancelation, we are in the final stages of completing this process. However, to complete the process, we needed to coordinate with ******** to have you officially removed from our solar farm, which can take up to 90 days. During this period, you may still receive credits that reduce your Delmarva bill. This is why the contract you signed, and the cancelation email we sent in May, mention a 90-day timeline. You have been removed from our solar farm and are not receiving new credits, but we are finalizing invoices for the credits already applied to your utility bills. 

  We hope this clarifies the concerns raised in your review. Our team is dedicated to assisting you, and well reach out directly to learn more. We're also willing to set up a custom payment plan to help with your current balance, if needed. We're sorry to lose you as a customer, and were here to support you as much as possible. 

  Customer response

  10/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* has overcharged me from the beginning. My usage per month runs hundreds lower than they have charged and has for 3 years. I want to leave Next amp and return to *******. Next amp says they have sent the information to Versant but ******* has not received anything. I original asked to leave on July 24. I have thousands of dollars in credit due me and want it available to me.

  

  Business response

  09/30/2024

  Hello *****, 

  Thank you for your constructive feedback. Were very sorry to hear that your experience has been less than satisfactory, and we are committed to helping you through this. 

  When customers first enroll with **********************, we analyze their historical electricity usage to estimate the appropriate share size of our solar farm to offset the majority of their costs. While solar production and the credits you receive vary with the seasons, it's possible that your usage patterns have changed over time. We are happy to look into your account further to ensure you can maximize your savings throughout the year. 

  Regarding your cancelation, the contract specifies that it takes 90 days to be removed from our solar farm, as we need to coordinate this change with Versant. Since Nexamp bills in arrears, this ensures you see credits applied to your utility bills before being invoiced by Nexamp at a discount. This also explains why you received invoices after your initial cancelation request. 

  We understand your situation requires further investigation, and we are here to assist in any way we can. Well be reaching out directly to discuss your concerns and find a resolution that works for both parties. Thank you for your cooperation and time. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a bill from this company, when I called, the representative was rude when I asked who they were. I asked for a manager they refused after laughing and saying "that's not going to happen". I told them we did not sign up with this company and asked them to stop billing us. They sent an email stating that they were not able to reach us, after I had just finished speaking with the representative that I responded to on 7/31/24 asking this to be canceled and informing them my husband did not sign any contract with them. I continue to get bills from them after they told me that they would cancel it. They are now stating we owe $768.58 on something we never signed up for and that I have asked both over the phone and in writing to be canceled. I'm asking for help to get this so called debt taken care of and for this company to stop harassing us.

  

  Business response

  09/30/2024

  Hello ******, 

  Thank you for sharing your honest feedback with us. We take your concerns seriously and want to address them directly to ensure we find the best path forward. 

  Customers are often enrolled in our program before their assigned solar farm is active to reserve their spot and start earning solar credits once the farm is operational. While we understand the wait in your case was longer than expected, our teams worked hard to keep customers like yourself informed about their Nexamp accounts. Our records show that we sent several updates regarding your subscription to the email address on file and provided program and billing information via physical mail, including your first invoice. While many customers find these efforts helpful, we apologize that this wasnt made clear to you. 

  You have been receiving Nexamp invoices because solar credits have been applied to your recent utility bills, reducing your electricity costs with CMP. Since we work in partnership with the utility, we do not send an invoice until we receive confirmation that solar credits have been applied to your utility account, and these are provided at your agreed 15% discount. As we also coordinate with your utility to process cancelations, we require 90 days notice to allow them time to update their system. This explains why you may have received additional Nexamp invoices while your cancelation request was being finalized. 

  We understand your situation is unique, and well be reaching out directly to share more details about resolving it. We are truly sorry for your experience and will use this as an opportunity to improve our service moving forward. Thank you again for your understanding and time. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company has not billed for months and suddenly is sending me invoices, for a home we have vacated in July. The energy use is now virtually less than $20 a month. I have paid the most recent invoice of $67 and requested cancellation. I was told there is a 90 day cancellation policy. I know of few companies requiring a 90 day cancellation notice ( even ******** ceased this practice), much less for a home that is about to be sold in the next 30 days. It appears there is a multi-month month backlog on billing. What company cannot track costs and conduct billing for months, not collect revenue, and remain in business? I now have a new invoice for $192.71 with little explanation of what period of time. The entire business and their practices is suspect. Now I have read a wide range of complaints about this company, their billing practices, among other concerns. I would like the company to cancel this contract effective now and not in December, advise *************. If this last invoice is correct, it will be paid and then I want this account closed. I have attached recent emails and invoices.

  

  Business response

  09/16/2024

  Hello *****,  

  Thank you for your feedback. We are sorry to hear that you are not completely satisfied with your experience. We understand there may be some confusion regarding our program, and were happy to assist.  

  Nexamp's community solar program is designed to lower your electricity costs by applying solar energy credits directly to your utility bill. These credits reduce the amount you owe to National Grid and is one of the reasons why you've noticed lower bills. The credits can be found in the "Other Charges/Adjustments" section of your National Grid bill under "CDG Credit Applied to This Bill." Nexamp invoices you for these credits, but always at a 10% discount. It is important to note that in your utility territory, we only charge our customers for the credits that they have used each month, ensuring consistent savings even as solar production and your electricity usage fluctuate.  

  Our team has marked your cancelation request in our system and is now working with your utility company to have your account officially removed from our project. As we rely on their processing, we ask for up to 90 days' notice. During this time, you will continue receiving solar credits that lower your National Grid bill and generate savings. This will continue until either your house is officially closed or you are removed from the solar project, whichever occurs first. 

  We understand given your unique situation you might still have questions. Therefore, we will reach out separately to go over your account details as well as help provide clarity to our program as well as your account. Thank you for your understanding and cooperation.  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Over 3 years ago, Nexamp solar farm had a sign up for new customers to join through my ************ After a couple years going by, I didnt know if I was ever going to be part of the Nexamp. In June 2024, I had solar panels installed on my house which I am leasing through Palmetto which CMP delivers the electricity for them. On August 6, 2024 I get a bill from Nexamp for the full amount of my electricity bill of $180 which is the solar farm. I called Nexamp explained to them I have solar panels on my house that are supposed to cover the electricity service. Nexamp mentioned it can be 3- months for CMP to process the cancellation. I checked with Palmetto sales person, and he stated the solar panel on my roof cover the total amount of electricity and the lease is $161. The month of August I will have a bill of 180 for NexAmp and $161 for the Palmetto lease and CMP delivery fee. If you look at the month of July, I paid Palmetto lease of $161 and $22 delivery fee for CMP. I just think its not right to pay twice for the same electric bill

  

  Business response

  09/13/2024

  Hello *****, 

  Thank you for sharing your feedback with us. We are sorry to hear about the difficulties you are facing and will do our best to help. 

  As a Nexamp community solar subscriber, you have a share of one of our solar projects, which generates clean energy directly into the grid. In turn, we provide you with solar energy credits that offset your electricity costs with Central Maine Power (CMP). The program is designed so that you receive credits based on your shares production from our solar farm at a 15% discount. 

  While the process of getting you onto an active solar farm took longer than expected, we made every effort to keep you informed throughout. Our records show that you received several email updates regarding the status of your project, along with two physical mail notices explaining our crediting and invoicing processes. We also notified you when your farm went live, and you should have started receiving generation shortly thereafter. While many customers find these updates useful, we apologize if they did not meet your expectations. 

  When you first joined our program, we analyzed your historical electricity usage to assign you a share size intended to cover around 90% of your annual electricity costs. If your electricity needs have changed, or you have installed personal solar panels, we recommend reaching out so we can adjust your allocation accordingly. With your new setup, we understand that our community solar program may no longer be the best fit for you.  

  We processed your cancelation request as desired, and since it was submitted within five days of your first invoice, you are only responsible for the first month of invoices. Cancelations can take up to 90 days, during which you will continue to receive solar credits, though you are only liable for the first month of generation. This is standard with ****** community solar policy. Please keep in mind that these credits could be used to offset electricity costs that your personal panels may not cover, especially during the winter months when solar production is lower. 

  We understand your frustration and are sorry to see you go. Once the payment for your first months invoice is submitted, no further action will be required on your account. We hope the information provided here addresses your concerns, and we appreciate the opportunity to have served you. We will also reach out to you directly to ensure your needs are met moving forward.  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is more to provide additional documentation of the LOUSY business practices of NEXAMP. I originally signed up with them to get some help on my electric bill and support solar efforts in the area. I subsequently put in a solar system of my own and am now totally energy independent. I have tried to cancel my account with ********************** but am told it takes them three months to cancel service. This is ludicrous, but evidently noted in the fine print of their paperwork. Thus they keep sending me monthly bills for a service I am getting NOTHING from. This month's bill was almost $100.00 plus CMP adds on another$25.00 . Since I am now generating more power than I use, CMP and I will be in partnership in the future months. That is if I can get shed of NEXAMP. This is a common complaint with this company and needs to be addressed.

  

  Business response

  09/09/2024

  Hello *****, 

  Thank you for your feedback. We are sorry to hear about the difficulties you are experiencing. 

  We understand that you have personal solar generation, which offsets most or all of your annual energy usage. In such cases, customers may not fully benefit from the energy generated by our solar farms. Upon enrollment, we allocate a portion of the farms output to cover approximately 90% of your usage. However, we depend on customers to notify us if they have personal solar panels, as this information is not included in the data we receive from the utility. If you already have solar panels or another renewable energy system, it's important to notify us at the time of enrollment. This enables us to adjust your allocation to avoid overproduction and ensure you aren't paying for excess energy credits that you might not need. 

  When it comes to canceling our program, we ask for 90 days' notice so we can coordinate with your utility and give them time to update their records accordingly. This policy is common among community solar providers and is outlined in the contract you signed, as well as in the onboarding materials we provide to prospective customers. We apologize if this was not made clear to you. 

  We recognize your situation is unique, and we have been working closely with you to find a solution that meets both your needs and ours. Our team remains committed to supporting you and we appreciate your cooperation and patience as we work through this together. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint is against NexAmp.We have a 750 square foot house and we are paying around 200$ a month in electric. Why? We have CMP, PowerMarket, and NexAmp (who continues to bill us even though we have tried to cancel their contract over and over again. My wife even has confirmation of cancellation from NexAmp. We just got another bill today).During the beginning of the Pandemic, we inadvertently signed a contract with Nexamp. Then, because NexAmp was not online (and was not for years), we signed up with PowerMarket.We believed we could only have one solar company but CMP said yes, we can have two.All this has led to us paying $200 since May for our electricity. No savings, only the sense of being ripped off by all involved, who refuse to help us.I am asking you: we are in a world of financial hurt because those who are supposed to be helping us are too Orwellian to do the right thing. Our next step is to go to Rossen Reports or some other consumer advocacy specialist. Please advise.***** & ****** *******

  

  Business response

  09/06/2024

  Hello *****, 

  Thank you for sharing your feedback with us. We apologize for any confusion or frustration you experienced regarding your Nexamp community solar subscription. 

  In *****, while it's possible to be enrolled with two different community solar companies, its generally not recommended. We understand that delays in some of our solar farms starting production may have caused frustration, despite our efforts to keep you informed. Our records show that you received multiple updates about your solar farms status and your Nexamp account, but we apologize if these communications were unclear, leading to your decision to cancel given your previous enrollment with another provider. 

  We always encourage customers to carefully review and understand their agreements to ensure they receive the full benefits of our services. That said, we regret if any aspect of our communication contributed to your misunderstanding. Regarding your cancelation, our contract states it can take up to 90 days to complete, as we coordinate with your utility to remove your account from their system. Since Nexamp bills in arrears, your recent invoices reflect solar credits produced during your cancelation timeline, which explains why you received them after your request date. 

  We value your feedback and are committed to improving our communication and customer support. We will reach out directly to provide additional information and ensure your needs are met moving forward. Thank you for your cooperation. 

  Customer response

  09/06/2024

  We are not satisfied. Nexamp was negligent in their handling of their customer notifications of their failure to go online as quickly as their competitors. Since we needed solar, we went with Powermarket because after 2 years we completely forgot about Nexamp. We are complaining about Nexamps insistence on charging for duplicate services even though they are providing zero service. We get nothing from them because Powermarket stores and disperses our credits. Nexamp is just going after money without providing service to make up for their own poor management practices. Its poor business practice and should be illegal. We have been diligent in paying them for almost a year now, and still they say we will owe two more months for August credits. Any other reputable company would in good faith negotiate a quick cessation. We hope the BBB understand that Nexamp is taking advantage of our position and is making a mockery of the efficiency of solar power and its savings . This is especially true since we are paying three companies (including CMP) almost $200 a month for a 750 square foot house.

  regards, Jerry 

  
  

  

  Business response

  09/11/2024

  Hello *****, 

  Thank you for your continued candid feedback. We recognize that your situation is unique, and we remain committed to working directly with you to ensure your needs are met. At Nexamp, we always strive to do right by our customers, and we look forward to resolving this matter in a way that works for both parties. Thank you for your cooperation, and we will be in touch shortly. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for Nexamp solar energy. At the time that I signed up I spoke with a representative about the fact that I have 27 solar panels on my roof and live in a net-zero home however my electric vehicle requires more energy than I am producing and I was interested in having Nexamp provide that through their community solar farm. The representative indicated that Nexamp could help provide me with electricity generated through their solar farm for a 15% discount off Versant. When I started to receive bills from Nexamp in the winter of 2024 they were low and I assumed they were for the additional electricity I was needing that wasn't being provided from my own solar panels however this summer, when I historically have generated a surplus of solar energy I was surprised to see very high bills coming from Nexamp. When I reached out to a representative today and was told that Nexamp was charging me based on the "meter reading" (which shows the energy I am generating from my panels) I was shocked. I clarified that Nexamp is truly charging me for the solar energy that I am producing and sending back into the system and she confirmed that this is in fact the case and that I would have been "counseled" about this when I signed up. I can attest that I would never have signed up for a program which charged me to produce solar energy. I asked to have my account refunded to which she said it was not possible and she was only able to cancel my account. I asked to speak to a supervisor to clarify but no one was available leaving me with no recourse. I ask the Better Business Bureau to flag Nexamp's business practices as fraudulent and deceptive and help me obtain a refund for the money they charged me for generating solar energy.

  

  Business response

  08/29/2024

  Hello *******, 

  Thank you for reaching out to us. We understand your concerns and appreciate the opportunity to clarify how our program works in conjunction with your personal solar panels. 

  Since our solar farm is always generating energy, Nexamp continuously produces solar credits that are applied to your utility bills. Any month when extra credits are generated and not needed they are banked for future use. These credits are automatically applied during months when your usage exceeds what your personal panels cover, ensuring you receive savings. 

  Our program is designed to offer savings on an annual basis, with your Nexamp allocation specifically set to cover the usage not offset by your personal panels. By reviewing your utility statements, we can ensure your credits are accurately applied and that you're maximizing your benefits from our program. 

  We will reach out to you individually to provide further specifics about your account details as well as address any further questions and education about our program. We appreciate your partnership and look forward to resolving your concerns.  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May2024. Had 90 days to cancel,told now won't be able to cancel until October,My bill has been 168 first month 245 second month ****** 3rd month, my bill this month is ******. This will make it six months I have been paying them if I continue to pay each month.I did cancel in May2024. This company is Nexcamp Solar company.

  

  Business response

  08/23/2024

  Hi *******,  

  Thank you for reaching out and sharing your concerns. We apologize for any confusion or frustration you've experienced regarding our 90-day cancelation timeline and billing process. 

  Our community solar program is designed to provide savings on an annual basis, accounting for the natural fluctuations in solar energy production throughout the year. During sunnier months, you may accumulate more credits than needed, which are stored in your account to offset usage during less sunny months. This approach ensures consistent savings over the course of a year. 
  
  The 90-day cancelation period is outlined in the contract you signed with Nexamp. This timeline allows us to complete all necessary updates with the utility, during which time you can still receive solar credits that reduce your utility costs. 

  Regarding billing, we bill in arrears because we first need the utility to apply the solar credits to your account. After that, you receive a bill from us, typically about two months later. While this timing can seem unusual, it is a standard practice in community solar billing. Please keep in mind that the invoices you receive from Nexamp reflects a 15% discount on the solar credits you received that offset your utility costs.  

  We want to ensure you have a clear understanding of your specific situation, and we will follow up with you directly to discuss your account in detail. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for Nexamp and was placed on a waiting list indefinitely. During that time, I signed up with a different solar generation company. Once I was notified that Nexamp accepted my subscription, I promptly requested to terminate my subscription on April 8, 2024. In July, I received an invoice for $131.30 that covered my subscription from April 11th to May 10th. Although my email on April 8th received a response acknowledging that my subscription will be cancelled, my follow up emails did not get a response. I called and the customer service rep couldn't help me, only saying that it takes 90 days to cancel.No other utility (electric, internet, phone, gas) takes 90 days to cancel. I also never received $131.30 worth of savings on my electric bill for the period of April 11th to May 10th. My entire electric bill is normally less than $100 so this makes no sense. The lack of customer service is frustrating, and taking 90 days to cancel a service is ridiculous. I need confirmation that my subscription is cancelled, and I need this invoice to go away. I don't want this to go to collections for a service I did not receive.

  

  Business response

  07/26/2024

  Hi ****, 

  Thank you for writing in. We are sorry to hear about the difficulties you are facing and will do our best to help. When you reached out to cancel your account on April 8th, the cancelation request was marked on your account. We sent an email explaining that cancelation typically can take up to 90 days, but because your request was submitted before you received your first invoice, you would only be responsible for one invoice. The invoice you received on July 8th is your first and final invoice. 

  This cancelation policy is in line with the agreement you signed with Nexamp and is also detailed on the Maine Public Utility Commissions website. While your cancelation is being finalized, you will receive credit generation from our farm through July. Any generation that has been added to your utility account is yours to use. 

  We hope the details provided have clarified your cancelation. However, we understand your situation is unique, and therefore we will reach out to you personally to ensure your needs are met moving forward. Thank you for your cooperation. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩