margarite S.
No Communication Prior to Operation
I was interested in Nexamp when it was first presented and filled out the post card. THREE years later, still no Nexamp. We purchased a solar system for our property last year and in the past 3 years a lot of life happened and Nexamp was not part of my thought process. One would think if a company has kept one waiting for THREE years for a process there would be communication besides email. Come June of this year, I am confronted with a past due bill of almost $1,000. Seems like Nexamp has finally started producing for our area and sent an email - which must have gone to spam because I never saw an email. After 3 years a lot happens. After 3 years, verbal communication would have gone a LOOOOONG way. I called them immediately. Well, it takes almost as long to cancel Nexamp as it was to start. They will continue to generate and allocate credits to you, charging you for THREE MORE MONTHS! It is now September and I am $2,000 in the hole with them. Now I have WAY more credits than I will use. I have essentially taken $2,000 and thrown it to the wind. In one year unused credits for solar will drift into someone else's (Nexamp's?) pockets for them to use. To say I am angry is mild. ONE PHONE CALL to say, we are finally able to provide for your area, are you still interested in working with us? I would have said "No thank you, I am making my own power." I am wondering how many others signed up for this program that many years ago and life has happened. (Has anyone moved out of the area in the last year?) Someone is getting credits and will have no idea until a collection notice catches up to them. Nexamp needs to rethink their policies and customer service.
Response from NexampOct 2, 2023
Hello Margarite, Thank you for providing your thoughts about your Nexamp account. We are sorry to hear that you haven’t been pleased with your experience, and hope the details shared here can assist with your situation. When you first signed up with Nexamp, we did so prior to our solar farm going live in order to confirm that you would have a reserved spot. As you may be familiar, community solar projects throughout the state of Maine experienced long delays in the past two years which unfortunately affected how quickly customers like yourself could benefit from our program. It is important to note that enrolling with Nexamp was free, and our team worked hard to ensure our customers would stay informed on our progress as soon as we were able to share it. Our records show that you received six email updates regarding the status of your project since you joined. Additionally, you should have received two notices via physical mail in February and June of this year which were sent so you could stay informed about our crediting and invoicing processes. While we have received feedback that our updates via email and physical mail have been useful, we appreciate your thoughts and will continue to improve our customer experience. As for your situation, the design of our program is to help reduce utility costs for people who cannot use solar panels themselves. At the time of when you enrolled with Nexamp, we were expecting to cover a significant portion of your remaining electricity costs throughout the year. However, since it sounds like you now can offset most of your usage costs with your own panels, the savings are not as easily recognized, and we understand why you would no longer wish to be enrolled. We will personally reach out to you so that we can learn more about your concerns and ensure that we find a solution that works for both parties. We are committed to providing the best service possible for all our customers and apologize if we didn’t meet your expectations.