Complaints

• Initial Complaint

  02/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for solar simplified last summer. I was enrolled in the fall of 2023. I always paid my bill to National Grid and Solar simplified. Last month there were Solar credits applied, as there has been since my enrollment. The most recent bill, received last evening, no credits applied on page 3. I have all bills. I called both National ******************************* Both companies blame the other. National grid said no credits info was supplied pertaining to me. Solar simplified said that national grid pulls the info from them.The advertising for Solar simplified says that you save 10% per month upon enrollment, which has been the case till the Jan 11,2024 - Feb 12, 2024 bill. I have screenshots of two bills in a row. Refer to page 3 on both monthly bills to see what Im claiming. If I can attach them.Thank you

  

  Business response

  03/06/2024

  Thank you for bringing this to my attention. The customer reached out to us on a number of occasions to complain about not receiving solar credits and a discount on her last bill. However, despite our team's best efforts to explain and show that the customer in fact received ********************** credits and a discount on her last bill, including reviewing her actual utility bill statements with her, she refused to listen and only became more aggressive and agitated on the calls. Our team even put together an elaborate spreadsheet that shows that we delivered on all our promises and that the customer was charged correctly. The spreadsheet that was shared with the customer is attached for your reference.
  

  There are four main points that the customer is refusing to understand:
  1) The energy production fluctuates throughout the year. In the winter months there is less sun and with that less energy is produced. What we have provided in her statements is a reflection of this fluctuation and her share (allocation) of that energy.
  2) The 10% guaranteed discount is on the applied solar credits based on the energy generated that month, not on the entire bill. 
  3) Based on points 1 and 2, when less energy is produced during winter months, fewer solar credits are applied to customers bills, so the discounts are smaller in those months. 
  4) Solar Simplified in no way has the ability to increase customers utility bills. In months when fewer solar credits are applied to a customers bill, they are responsible for a larger portion of their original electricity payment. 
  

  The customer is claiming that she did not receive any solar credits on her last utility bill, which is factually untrue, as she received $33.76 worth of solar credits that month. However, she received fewer credits than she is used to based on the previous months (highest number of solar credits applied to her account was $162.67 in August), which is consistent with the points above. Because her discount was smaller last month, she was responsible for more of her originally billed electricity charges (by her utility, not Solar Simplified) so she may have felt that her utility bill was higher than usual (while it factually was not).
  

  I hope I sufficiently explained that there is no basis for the customers complaint. Please let me know if there is any further information that I can provide. We take complaints very seriously and our A+ BBB grade is very important to us, so please remove this complaint from our profile, as we did everything we possibly could to work this out with the customer.
  

  
  

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