From: [redacted] < [redacted] @***.com>Date: Tue, Oct 24, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Arcadia Power issued me a refund and they closed my account despite the fact that I did not want them to close my accountS***company
Upon investigation, it appears that the customer changed the email on file to ‘ [redacted] @***.com’ which does not appear to be validWe delivered statements to the email on file with days notice each time, we withdrew the funds as we never heard from the customer otherwiseAfter searching our systems, there is no email or phone record of the customer contacting us (from any email or number given)In the signup process, the customer agreed to the terms of serviceIn addition, there are multiple places on our website, in the signup process, and in our confirmation email where we explain pricing and how membership worksThough, our terms were agreed to, we did issue this customer a refund and closed the account upon receipt of the Revdex.com complaint as a part of our commitment to excellent customer servicePlease see attached screenshots for any clarification
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[redacted] has contacted Arcadia Power since writing this complaint and a resolution has been reachedHer account has been cancelled and we were able to refund her final billing charge of $ [redacted] signed up for a wind account with Arcadia Power account 08/27/She signed up on the free plan and received a conformation email that day, 8/27/at 8:56pmUpon Signup she agreed to Arcadia Power’s terms of service which state that she agrees to automatic payments, and that Arcadia Power would take over paying her local utility charges to [redacted] **Arcadia Power purchases Green E Certified Renewable Energy Certificates, RECS, purchased on behalf of our customer based on their monthly energy usage measure by their local utility providerA REC is a claim on the social, environmental, and other non-power related attributes of electricity produced by renewable sourcesIn addition we pass through payment to their local utility company for their local electric chargesOur free plan is no additional cost to the customer to source 50% of the customer's monthly usage from renewable through purchasing RECS[redacted] had been a member with Arcadia Power for two months before she decided to cancel her service because she did not enjoy the payment timeline that was required to be a customer with Arcadia PowerThe way this timeline works is that we receive her monthly utility charges from [redacted] **, we then create her billing statement that passes through these charges while also showing home much free wind energy she receivedWe then notify the customer when their automatic payment will be processed, bill, and pay the customer’s utility for their chargesWe then purchase the corresponding wind RECS on the customer’s behalfBecause this system is automated, and Arcadia Power is passing through funds to her local utility, we must bill the customer as soon as we receive the utility charges in order to insure that all payments are made on time to the utilityWe then closed the customer’s accountBecause we had billed the customer before we received notice to cancel, we were unable to stop our system for automatically charging her checking account on fileWe were able to refund the customer for the full $that was billedPlease see email correspondence and contract attached:
From: [redacted] < [redacted] @***.com>Date: Tue, Oct 24, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Arcadia Power issued me a refund and they closed my account despite the fact that I did not want them to close my accountS***company
Upon investigation, it appears that the customer changed the email on file to ‘ [redacted] @***.com’ which does not appear to be validWe delivered statements to the email on file with days notice each time, we withdrew the funds as we never heard from the customer otherwiseAfter searching our systems, there is no email or phone record of the customer contacting us (from any email or number given)In the signup process, the customer agreed to the terms of serviceIn addition, there are multiple places on our website, in the signup process, and in our confirmation email where we explain pricing and how membership worksThough, our terms were agreed to, we did issue this customer a refund and closed the account upon receipt of the Revdex.com complaint as a part of our commitment to excellent customer servicePlease see attached screenshots for any clarification
I switched to Arcadia three month ago and it's great! It was so easyEveryone should use Arcadia
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[redacted] has contacted Arcadia Power since writing this complaint and a resolution has been reachedHer account has been cancelled and we were able to refund her final billing charge of $ [redacted] signed up for a wind account with Arcadia Power account 08/27/She signed up on the free plan and received a conformation email that day, 8/27/at 8:56pmUpon Signup she agreed to Arcadia Power’s terms of service which state that she agrees to automatic payments, and that Arcadia Power would take over paying her local utility charges to [redacted] **Arcadia Power purchases Green E Certified Renewable Energy Certificates, RECS, purchased on behalf of our customer based on their monthly energy usage measure by their local utility providerA REC is a claim on the social, environmental, and other non-power related attributes of electricity produced by renewable sourcesIn addition we pass through payment to their local utility company for their local electric chargesOur free plan is no additional cost to the customer to source 50% of the customer's monthly usage from renewable through purchasing RECS[redacted] had been a member with Arcadia Power for two months before she decided to cancel her service because she did not enjoy the payment timeline that was required to be a customer with Arcadia PowerThe way this timeline works is that we receive her monthly utility charges from [redacted] **, we then create her billing statement that passes through these charges while also showing home much free wind energy she receivedWe then notify the customer when their automatic payment will be processed, bill, and pay the customer’s utility for their chargesWe then purchase the corresponding wind RECS on the customer’s behalfBecause this system is automated, and Arcadia Power is passing through funds to her local utility, we must bill the customer as soon as we receive the utility charges in order to insure that all payments are made on time to the utilityWe then closed the customer’s accountBecause we had billed the customer before we received notice to cancel, we were unable to stop our system for automatically charging her checking account on fileWe were able to refund the customer for the full $that was billedPlease see email correspondence and contract attached: