Complaints

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to end my involvement with this solar company since October of ******************************************** money with my electric ****. I am still getting monthly bills from them as well as electric bills from National Grid.

  

  Business response

  04/06/2022

  This customer submitted a request to cancel their community solar subscription on October 25th. When he received the cancellation acknowledgement he was notified, as it states in his contract, that it may take up to 90 days for his subscription to be completely removed and for him to stop receiving community solar credits and that we will invoice the customer for any credits sent to his account prior to his removal - which are used to reduce what he pays the utility. Per state rules we can only submit changes to the utility once a month and depending on the **** dates of the solar farms it may take ****************************************************************************** early December and the customers subscription was terminated on February 1st. The last credits transferred to his customer prior to his removal date were sent on January 27th and were invoiced to him in March. Unfortunately in an inquiry regarding the status of his account he was erroneously told that though he had been removed in February 1st, there might be additional bills he would receive beyond the March invoice, this happened on March 28th 

  The customer has since been emailed multiple times to let him know that in fact his March invoice is the last one he would receive from us. In addition, the savings offered to customers are a fixed percent savings on the full value of any ****-credits generated by the solar farm on a monthly basis. Customers are provided information regarding the seasonality of solar production and that there are some months where the farm will produce more credits than they will need to offset their utility costs and thus savings vary month to month but on that over the course of a year they can expect to save up to 10% on their electricity costs. We have calculated this customers savings over the 11 months he was subscribed and demonstrated this customer saved around 9 and 10% on his two accounts. This information has been shared with the customer via email. To date we've been unable to contact the customer via phone but have invited him to have a conversation to clear up any misunderstanding and see what more we can do to improve his experience with Perch.

  To confirm, this customer's subscription with ********************** is cancelled. 
  

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