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Greater Houston and South Texas

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Bounce Energy

Additional Locations

Fax: (281) 745-9025 2802 Albany Street, Houston , TX 77006 View Additional Email Addresses http://www.bounceenergy.com View Additional Web Addresses

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Description

This company provides electricity services to residential homes and businesses in Texas and Pennsylvania.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • BBB does not have sufficient information to issue a rating on this business.


Customer Complaints Summary Read complaint details

104 complaints closed with BBB in last 3 years | 60 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 48
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 38
Total Closed Complaints 104

Additional Complaint Information

As of July 2013, Bounce Energy was purchased by Direct Energy.

Mr. Robert Wright, the owner of Bounce Energy,  has setup a special telephone line and email that any potential or current customer can use to submit feedback. The line will be staffed live during normal business hours and any voicemails left after hours will be returned promptly the following business day. Please call 281.404.2522 or email EscalatedCS@bounceenergy.com

Additional Information

top
BBB file opened: April 14, 2009 Business started: 05/09/2008 in TX Business started locally: 05/09/2008 Business incorporated: 05/09/2008 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Public Utility Commission
1701 N. Congress, Austin TX 78701
http://www.puc.state.tx.us/
Phone Number: 888-782-8477
customer@puc.state.tx.us

Type of Entity

Corporation

Business Management
Mr. Rus Congi, Director - Customer Services Mrs. Katherine Wright, VP Customer Management
Contact Information
Customer Contact: Mrs. Katherine Wright, VP Customer Management
Principal: Mr. Robbie Wright, CEO
Related Businesses
Direct Energy, LP
Business Category

ELECTRIC COMPANIES RENEWABLE ENERGY


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    2802 Albany St.

    Houston, TX 77006

  • THIS LOCATION IS NOT BBB ACCREDITED

    2802 Albany Street

    Houston , TX 77006

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 8387

    Houston, TX 77288

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 4423

    Houston , TX 77210

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Additional Web Addresses

  • www.bounceenergy.com
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Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
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Complaint Detail(s)

9/20/2014 Delivery Issues
9/19/2014 Delivery Issues
9/16/2014 Problems with Product/Service
9/15/2014 Delivery Issues
9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In December of 2013 I joined Bounce Energy as a customer. I was told by the representative and via the website that 6 on time payments would result in a gift of $50 restaurant card. I have paid my bill on time every month since December and never received my reward for paying on time. I called and was told an email would be sent to start the process. An email was never sent to this day. I called back a month later and was told the email would be sent and that they are backed up with orders for this card and there was nothing anyone could do. I asked to speak with a manager or supervisor regarding other methods of compensation. I was told there are no other methods of compensations and that a deduction of the bill was not allowed. I was told to "just wait" for them to contact me and keep paying my bill on time. This is not fair. I am not happy. It has been almost a year I have been a customer and I have yet to receive my reward for the 6 month on time payments I have been submitting. FALSE ADVERTISEMENT TO LURE PEOPLE TO SIGN UP FOR THE SERVICES!!!!!!

Desired Settlement: I would like for Bounce to deduct $50 from my current bill and not have it effect my next reward of $50 deducted from the 12 month bill. (If in fact they honor the future reward!) I would also like for bounce to accept responsibility for false advertisement and not allow this to happen again to anyone.

Business Response:

From: **** ***** [mailto:***********************]
Sent: Sunday, August 24, 2014 2:35 PM
To: drteam
Subject: BBB of Houston and South Texas- Complaint regarding Your Business #********

 

Good Afternoon, Ms. *****,

 

Thank you for your inquiry.  I apologize for your frustrations you experienced regarding the delay in your reward of a $50 Restaurant.com gift card.  I see that you spoke with a supervisor on 8/14/14 and you and the supervisor agreed on a $30 bill credit in lieu of the gift card. 

 

I am happy to let you know your account does reflect the $30 bill credit which you will see on your next bill.

 

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ###-###-#### at your convenience.

 

Sincerely,

 

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BOUNCE ENERGY STATES ON ITS WEBSITE IF YOU SIGN UP FOR ******* ******* SECURITY SERVICE THROUGH THEIR WEBSITE. YOU ARE ENTITLED TO A $50.00 CREDIT/ GIFT CARD. I DID THIS LAST YEAR 08-2013. I HAVE NO PROBLEM WITH THE SERVICE FROM ******* *******. HOWEVER I AM PEAVED THAT I HAVE NOT RECEIVED MY CREDIT. I HAVE SPOKE TO SEVERAL PEOPLE AT BOUNCE TO NO AVAIL. I HAVE RECENTLY SPOKE TO PEOPLE AT ******* ******* AND AGAIN NOTHING. YOU ARE MY LAST RESORT BEFORE A CONTACT A TELEVISION STATION. THE CURRENT AD ON THE WEBSITE SHOWS $100.00 VISA GIFT CARD. WHEN I CALL BOUNCE THE AGENTS SAY THEIR SCREEN DOES NOT SHOW THE AD. I ASKED TO SPEAK TO A SUPERVISOR, SAID SHE WILL CALL ME BACK. OF COURSE SHE DID NOT

Desired Settlement: I WANT $100.00 GIFT CARD

Business Response:

From: **** ***** [mailto:***********************]
Sent: Sunday, August 24, 2014 4:08 PM
To: drteam
Subject: BBB of Houston and South Texas- Complaint regarding Your Business #********

 

Good afternoon, Ms. *****,

 

Thank you for your inquiry.  I apologize for the confusion and frustration with your gift card for you Security order.

 

I too had the same issue in the system that the original agents that handled your account.  The agent that took you Security order made no notes on the account that indicated you ordered through Bounce Energy.

 

I am glad to see that the agent you spoke with on 8/19/14 contacted ******* ******* to get the origin of the order and rectify the issue.  She processed a $50 bill credit which is reflected on your account.

 

If you have any further question, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at ###-###-#### at your convenience.  We are glad that you selected Bounce Energy for your electricity needs, please let us know if you have any other questions, comments or concerns.

 

Sincerely,

 

**** *****

Bounce Enerty

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called in and spoke with an agent on 8/2 she set me up on a payment plan. On 8-6 my electricity was disconnected. I called in to find out why the lady said it was for non payment I advised I was on a payment plan she said she apologizes for the inconvenience but she would send a reconnect out for my address it could take up to 24 hours. I asked to speak to a supervisor she said he was currently busy at the moment. I asked for a call back since we live in houston the heat is pretty bad. This should have never happen to behin with.

Desired Settlement: I would like to speak to a supervisor at bounce energy

Business Response:

Good afternoon Ms. ******,

Thank you for your inquiry. I appreciate you taking the time to speak with me on August 7, 2014 in regards to your complaint of interruption of services. Please accept my apology for any inconveniences you may have experienced. Per our conversation, an investigation would be done to determine the breakdown in communication, resulting in the interruption of service. In addition, it was discussed ways to avoid possible interruption of service by establishing a payment arrangement prior to the due date of the statement and any future statements will be due by the due date along with the payment installments per the agreement.

On August 6, 2014, our records indicate you contacted our Customer Service department and spoke to one of our agents about the interruption to your service on August 5, 2014. Our agent informed you of the reason for the interruption; you advised the agent when you contacted our office on August 2, 2014 you were informed that one half of the past due balance owed could be paid and the remainder balance could be paid on August 8, 2014.

Our records reflect a payment in the amount of $80.00 was paid on August 2, 2014 at 12:08pm utilizing MyAccount online. However, we were not able to locate a call on August 2, 2014 establishing a payment arrangement. Please keep in mind, a partial payment for a past due amount without a payment arrangement established in our system will unfortunately result in interruption of service.

On August 8, 2014 a Supervisor contacted you and established a payment arrangement; $40.00 paid on same day and the remainder balance of $39.65 to be paid on August 20, 2014.

At this time your current balance owed is comprised of $39.65, which is scheduled to be paid on August 20, 2014 as part of the payment arrangement and $195.65 that has a due date of August 20, 2014.  If you have any future questions, please contact our Corporate Office at ###-###-####.

 

Sincerely,

******* ******

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2014 Billing/Collection Issues
8/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a Bounce Energy customer for four years. I was never late nor did I miss a payment. Furthermore, I had three friends and family sign up for their service. My issue is with their cancellation policy - specifically being charged $200+ dollars to close my account "EARLY". This just isn't right or fair. I maintained service and an account for 3+ years.

Desired Settlement: Removal of the "early cancellation fee" from my account and removal of all negative credit report activity involving this ssue.

Business Response:

Good afternoon, Mr. *********

Thank you for your inquiry.  I want to apologize for your frustrations with the early termination fees.  I have reviewed your account and I have verified the following:

-          You enrolled in to the Terrific 12 plan on 2/12/14.  This is a 12 month contract and has an contract expiration of 2/17/15.

-          You complete your enrollment online through the customer portal.

-          During your enrollment you confirmed that you read, understood, agreed to, and printed the Terms of Service, Your Rights as a Customer, Electricity Facts Label documents and other disclosures relating to your enrollment for service.

-          The terms of service and the Electricity Facts label indicate there is a $200 Early Termination fee if you decide to switch to another provider before your contract expiration date.

-          When services were switched to another provider on 4/5/14, approximately 8 months, before the contract expiration date, you were assessed an early termination fee, of $200,  as indicated in your terms of service and Electricity Facts Label.

-          This is a valid fee.

If you have any further questions, or wish to speak to a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

At this point I would hope your could put aside your marketing tactics and vague misleading practices long enough to recognize the fact that I was a valuable customer for over 3 years, and not some "new" account holder.


 

Business Response:

Mr. *********

Thank you for your response.  I apologize for the frustarion and I understand your concern.  When you enrolled in service for the *** * *** *** ** address, you agreed to the terms of the plan.  The plan you agreed to was a 12 month contract.  Attached are the Electricity Facts Label and the Terms of Service you agreed to. 

The Electricity Facts Label specifically states:  'A $200 early termination fee will apply if you terminate service prior to the expiration of the contract term.''A $200 early termination fee will apply if you terminate service prior to the expiration of the contract term.'

The terms of service explain: 'If a penalty or fee for early cancellation is stated  in the EFL, then you agree to pay such penalty or fee for early cancellation cancel if you cancel your contract before the end of your contract term. 

These are valid fees according to your contract.  You switch services to another provider 3 months into your 12 month contract.

If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at ************ at your convenience. 

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in May I signed up for the Energy + AC Protection service. 5 days ago we needed AC repair services and called the company to find out the contract has never been sent to the 3rd party provider. They said it would take 2-3 days to get the contract sent, so we waited, assuming that the 30 day waiting period would be waived since it was due to Bounce Energy's mistake that we had no service protection after signing up nearly 3 months ago. Today, we found out that the 30 days will still apply. Obviously, we can't wait that long to get our AC repaired in this Texas summer, so this plan is useless for us. So I called Bounce Energy to cancel the plan and requested to be on a month to month plan, which I had prior to the AC plan, but they said they have to charge me a $200 early termination fee. I then asked them to transfer me to a Terrific 12 plan, which they are advertising now, which would still be a 12 month commitment plan, but rewards customers with $150 gift card or bill credit and they refused that as well. I talked to a customer service representative, as well as a supervisor (*******). Both insisted that I have a 12 month plan and if I want to change it, I have to pay the early termination fee. I asked, what about your part of the contract that you failed to fulfill? Their answer was "we apologize for the inconvenience," but still would not budge about changing my plan.

Desired Settlement: Waive the early termination fee or give me a $150 bill credit.

Business Response:

Good Afternoon, *** *****,

Thank you for your inquiry.  I apologize for the frustrations you had with your plan.  I am happy to let you know that I changed your plan to the Terrific 12 plan per our conversation on 8/6/14.  You were not charged any additional fees to make this change.

If you have any further questions, or wish to speak with a supervisor directly, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid a $500.00 deposit when I first began using bounce energy in October of 2009. I have recently discontinued service with them for numerous reasons, including horrible customer service and their refusal to allow me to speak with a supervisor regarding my services.My last payment was due on June 3, 2014. I have a total outstanding balance of $267.70. I have spoke with many different people, on many occasions, to confirm the balance could be taken out of my original deposit and the rest would be returned to my via check. I was told by everyone I spoke with this was the procedure after they verified my account information. I was repeatedly informed I would receive my refund 6 weeks from the the final bill date of June 3, 2014. As of today I still have not received anything and have started receiving notices from Bounce Energy saying they are going to send me to collections if balance is not paid in full. When I spoke to a customer service representative by the name of ******** whom refused to give me his ID number or any futher identifying information, I was informed they refunded my deposit to me when I discontinued services from a previous address in 2011. I have never, not once, in any of the conversations I've had been told this. I have reviewed all of my previous statements and have not been able to find any record of my deposit being refunded. I would like to officially file a claim against Bounce Energy and dispute receiving any form of refund to date.

Desired Settlement: I would like to have my final balance of $267.70 taken from my original deposit of $500. I would like the remaining balance of $232.30 refunded to me via check at the address I gave them when the called me on Monday, July 14, 2014 and told me my deposit was going to be mailed to me. My mailing address is: *** ******** *** ******** ** ******

Business Response:

Good Morning, Ms. *****,

Thank you for your inquiry.  I want to apologize for the frustrations you are experiencing regarding your recent billing.  I have looked into your account and the balance $267.70 is correct.  Below, I have outlined the details that should help you understand the balance.

-          On 9/23/09 you signed up for service and needed a $500 deposit

-          The deposit was paid in full on 9/24/09

-          The deposit is reflected on your initial bill for the *** ****** ** address that generated on 10/27/09.

-          Your deposit of $500 was refunded on the bill generated on 8/6/10.  It is a bill credit on the invoice for $503.82.

-          The bill credit paid the balance in full for the invoices generated on 8/6/10, 8/27/10, 9/24/10, 10/26/10, 11/23/10, and part of the invoice generated on 12/28/10.

-          We receive our first payment from you after the credit ran out on 1/10/11 for $59.92.

-          You currently have 2 invoices for the total amount of $267.70.  Invoice generated on 5/27/14 for current charges of $143.73 and the invoice generated on 6/17/14 with current charges of $123.97.

I do greatly appreciate your time this to discuss the issue.  I have flagged your account until 8/15/14 to make the payment.  Please call me if you need any additional assistance.  If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at *************

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Billing/Collection Issues | Complaint Details Unavailable
7/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a payment confirmation notification by e-mail on June 27, 2014, that payment in the amount of $108.29 was applied to my account.I contacted Bounce Energy on June 28, 2014 and explained to the representative that the amount applied for my electricity bill was incorrect. The amount that should have been applied was $188.22. She stated that I would need to provide a copy of the check once it clears my bank and fax a copy to the Bounce Energy Corporate office. They will adjust my account for the correct amount when they receive the information.My concern is that the error occurred on their end, and it appears they do not have a Customer Complaint process is place. The rep indicated that I need to send in a letter in order to submit a complaint. I'm dissatisfied that I have to do the leg work in order to ensure the correct payment was mailed to them. I'm unable to contact a manager supervisor from the corporate office and the informed me that someone from the office would contact me regarding this matter. This is not a good business practice, if the customer must do the leg work. I will not renew my contract with Bounce Energy after October 8, 2014. I will go with a local electric company in the future. The rep also informed me that I have 16 days to resolve this issue; otherwise they will send me a disconnection notice. Thank you for your assistance in this matter.

Desired Settlement: The correct amount of payment applied to my Bounce Energy account, and a notice of explanation as to why this issue occured.

Business Response:

Good afternoon, Ms. *******,

Thank you for your inquiry.  I want to apologize for the frustrations you have experienced regarding your recent payment.  I am happy to let you know the the payment amount has been corrected and you now have a $0 balance. 

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started my service with Bounce energy on 05/21/2014 and up to now, 07/10/2014, I am unable to view my usage information online or through the mail. I received a bill in the mail for $50.97 that was due on 06/30/2014. I made an online payment on 06/22/2014 and it was withdrawn from my bank account on 06/24/2014. I had to manually imput the amount I was paying online because there was no information other than my name and my address. I received a call on 07/09/2014 instructing me to call Bounce energy in regards to a matter concerning my account. I never received anything in the mail telling me there was an issue. I proceeded by calling Bounce energy on 07/10/2014, only to find out they claimed I never paid my bill. I spoke to several representatives, including a supervisor, *********, whom was very dismissive and was extremely uncooperative in trying to resolve my issue of not being able to see my usage information. I plan on faxing over my bank statement proving that I indeed paid my bill with plenty of time, and then terminating my service with them. I do not recommend this energy provider to any one.

Desired Settlement: I would like to have the BBB and Bounce energy notified concerning this issue, because they certainly have failed to provide satisfactory service.

Business Response:

Good afternoon, Ms. ****

Thank you for your inquiry.  I want to apologize for the frustrations you have experienced regarding your most recent payment.  I am happy to let you know the payment was posted to your account this morning and dated back to when the payment was actually received on 6/22/14.    

The reason the payment was made to the incorrect account was that you have multiple orders set up, but only the one active account.  When you attempted to log in you, you logged into one of the inactive accounts.  I have deactivated all the orders that were inactive.  Going forward you should not have an issue logging into the correct account.

I appreciate your time this afternoon to discuss your issue.  If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at 281-404-2518 at your convenience.

Sincerely,

**** *****

Bounce Energy

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RE: Bounce Account # ******* set up for **** ** ******* at **** ****** ******** ***** *****.I set up electricity service for my brother in Feb 2014 with an initial payment of $200. I have made payments to his account as needed to make certain he has reserves (credit) on his account. My credit cards are on file for this account but I am unable to discontinue service because I did not list myself as an alternative contact person of the account when I set it up. I went online Monday June 16, 2014 and added myself as an alternate and today June 19, 2014 I am told it is still not showing in the system. My brother went to court 3 days ago and will be indisposed until next year! There is currently a $99.98 CR to this account. Initially I was told there was no credit outstanding but I was online at the time and I corrected them with the amount of 99.98. Then they admitted they were in error. I am really upset with this. I asked for a supervisor and was told no one was available to speak with me. At my insistance she came back and said the supervisor was named ******. She gave her employee number as ****** and her name as "***********

Desired Settlement: I would like to close this account and have the refund mailed to me **** ** ******** at my ** *** ****** ******** ***** *****. Providers like Bounce Energy make it easy to provide service to people with no credit etc. so they are much needed however, this is ridiculous!!

Business Response:

Good Afternoon, Ms. *********

Thank you for your inquiry.  I apologize that you are having issues moving out your brother’s address.  Per regulations we cannot move out the address until we speak with the primary account holder or if you show you have power of attorney.  If you could please send this information to us we will be able to assist you better.  You can also have your brother add you to the account as an authorized user.

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at *************  

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I emailed Bounce Energy in April and then called them in May to have my airline reward points transferred to my American Airline Advantage account as they were supposed to do since December 2013. Bounce Energy has not kept their advertised promise,therefore, this is fraudulent business practice. I emailed the company April 13, 2014, then again in May 2014 and called it as well and still they have not honored their promise of service.

Desired Settlement: I request that they honor all of their rewards programs, and have my earned reward points transferred to my chosen American Airline Advantage account on their website.

Business Response:

Good Afternoon, Ms. **********

Thank you for your inquiry.  I want to apologize for your frustrations you have experienced regarding your American Airline rewards.  I have been working with our retention department to get this resolved for you.  I am showing you have earned 803 miles but they have not been deposited.  I confirmed with our retention department last week that all miles have been deposited, but I continue to see your account has not.

Could you please confirm that the information we have on file matches what is showing for your American Airlines account? Everything must match exactly:

Name:  ***** **********

Email:  ************************

Phone: ************

Acct:  *******  

If you have any changes to the information above or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Bounce is an electric utility company. We received notice that our contract was expired and we needed to sign up for a new plan. None of their plans were good so we went with someone else. Now Bounce is trying to charge us an early termination fee. Their customer service refused to help us. On further inspection of our billing we noticed our charges did not add up. We were supposed to get a guaranteed rate but we did not get it. They also refuse to give us an itemized bill with more detailed information about all of the cryptic charges that pushed our bill up.

Desired Settlement: I want the contract breaking fee of $100 refunded. I want and itemized bill that shows every charge. And I want all over charges refunded.

Business Response:

Good Morning, Mr. *********

Thank you for your inquiry.  I want sincerely apologize for your frustration with the Early Termination Fee and the confusion you are having with your billing.  Having viewed your account I can confirm everything is correct.

You signed up online, therefore you selected the check box stating you have read, understand, agree to and printed the Terms of Service, Your Rights as a Customer, Electricity Facts Label documents and other disclosures relating to the enrollment of service.

On your latest renewal you selected the Customer Plan 3 which is a 3 month contract and went into effect on 4/25/14.  Bounce Energy sent you a renewal notification on 6/4/14 as required by law to let you know your contract was set to expire on 7/25/14.  This expiration date is also on each of your itemized invoices that you receive every month.

Your rate has not fluctuated, your energy rate has always been 5.1034 cents/kWh.  I have included the first bill of your current contract for your review.  The average rate you are talking about in your complaint can fluctuate based on usage and your Oncor (TDU) fees, but your energy rate with Bounce Energy will remain the same for the term of the contract.

At this time since you were confused by the renewal letter I have requested the Early Termination fee to be waived.  You should receive a credit to your last credit card used for payment or a check in the mail within the next 7 to 10 days.  Please feel free to contact us with any additional questions or issues you may have.

**** *****

Bounce Energy

Business Response:

Mr. *********

I am sorry for the confusion. Your request is asking for the removal of the early termination fee and an itemized bill.  We have removed the early termination fee and each bill is itemized.  The refund of $103.70 was refunded to the credit card ending in ****.  The early termination fee for the Custom 3 plan is $100 and applies if you terminate service prior to the expiration of the contract term.  This fee does not apply if you move and provide a forwarding address. 

A supervisor attempted to contact you today to assist with your questions on the bill but due to a bad connection could not hear you when the phone was picked up.

If you have any further questions, or wish to speak with a supervisor regarding your invoice, please feel free to call our Escalations Department at ************ at your convenience.

 

Sincerely,

**** *****

Bounce Energy

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Numerous attempts have been made to try to contact bounce energy (over 20) in order to cancel my service at my old address. I tried e-mailing them but they wouldn't terminate over e-mail and said I had to call. EVERY call I made was over 20 minutes and I don't have that much time in my life to waste. There was a few times I waited for over an hour to reach someone. The last bill was way higher than it should have been and I am refusing to pay it. Part of it was while the new tenant was living there I believe. I also was not able to login to my account online without changing my password every time I logged on. This company has terrible service and it is really easy for them to reach me in order to get paid but when I needed to reach them I was unable to. I am willing to pay the bill if it is lessened and would appreciate them not reporting it on my credit report since they were at fault.

Desired Settlement: No report to credit agency and bill lessened or taken off my account

Business Response:

Good Afternoon, Ms. *******

Thank you for your inquiry.  I want to apologize for the frustration you have had while trying to cancel your service.  I am happy to let you know I can fix this very quickly.  If you can send me the lease showing the date you moved out, I will have our team adjust the final bill.  You can fax your documentation to *************

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call out Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Issue #1) Bounce Energy had/may still have a promotion named "Facebook 50" where a new customer would receive a $50 Visa Gift card for liking Bounce Energy on Facebook. I have correspondence from Bounce acknowledging that I did everything correctly but that my reward did not go through. They further advised that they would need to resubmit the request again. 1.5 years later no $50 gift card even though I complied with the promotion.Issue #2) Bounce Energy has a customer rewards program structured as follows:Upon signing and after 1 month receive your choice of $25 gift card After your 6th bill is paid, receive your choice of a $25 gift card from many great options. After your 12th bill is paid, receive your choice of a $50 gift card.

Desired Settlement: I want what is owed to me:Issue 1 - I want my $50 Visa gift card or a check payable to me for $50Issue 2 - I want my $100 in earned gift cards for signing up for the Rewards program (active for 1.5 years)

Business Response: From: **** ***** ******************************** 
Sent: Tuesday, June 24, 2014 8:00 PM
To: drteam
Subject: BBB of Houston and South Texas- Complaint regarding Your Business #********

Good Afternoon, Mr. ***********
 
Thank you for your inquiry.  I want to apologize for the frustration you have experienced regarding the delay in receiving your incentives and rewards.  I am happy to let you know that the request have been sent to our 3rd party vendor, ****** who handles the provisioning for the gift cards.
 
I do show that you have had correspondence with an agent that informed you MPell did send you a verification email on 4/30/13 but you did not respond.  Mpell gives you 60 days to respond to the email and the gift cards are sent out after you respond.  On 6/9/14 we resubmitted all of your request to Mpell.  If you have not already you should be receiving an email from Mpell solutions for each of your rewards.  Please respond to the email and the gift cards will be sent out.
 
If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at 281-404-2518 at your convenience.
 
Sincerely,
 
**** *****
Bounce Energy
 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is cheating me and charging me a $200 cancellation fee from my contract. I had services on at my address, and moved in with my fianc at his residence, which already had electric on. I did not know a move out date because I was waiting for my old place to be subleased. I was contacted by the landlord of the residence at 9pm on a Friday evening, stating that the place had been rented and they would be moving in that weekend, and they request I leave the electric on until they could switch it over. That Monday they switched it apparently (we had no knowing) and we emailed bounce with a forwarding address. That same day a cancellation fee was put on. We contacted them, they said the charge was valid, and they were very rude. The contract states if we prove that she moved it would be waived, they disagreed and said there is nothing to be done about it now and refused to do anything with it. We even offered to have the service turned on at the current house since we are out of contract with the company we are with, they said great, but you'll still have the termination fee. They then informed me corporate would contact me at a requested time of 1:15 today, which they did not. Absolutely terrible and dishonest company... Stick with Reliant, etc... They provide you with services without trying to cheat you. We will be hiring a small claims attorney to handle the situation.

Desired Settlement: Removal of Contract termination fee.

Business Response:

Good Afternoon, Ms. *******

Thank you for your inquiry.  I want to apologize for the frustrations you are experiencing regarding the early termination fee on your account.  I am happy to let you know what is happening on your account and how to rectify the situation.

You signed up for services online on 10/2/13.  You selected the Custom Plan 12 and agreed to the Electricity Facts Label and Terms of Service notifying you of the Early Termination Fee that could be charged if you left your contract before the term ended.

On 4/11/13 the electricity was switched to another customer, but the move out was not initiated by you.  Therefore, you were charged an early termination fee when your final bill generated on 4/17/14.

This is a simple fix for us and I can remove the fee once you provide valid paperwork, such as a lease agreement, showing the date you moved out of the old address or the date you moved into your new address.  I do show you did speak with a supervisor on 4/23/14 who advised you of the same information.  Once we have this documentations we can remove and refund the fee.

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

[You're incorrect... The proper procedure was followed and you were informed of the forwarding address. Either way, attached is more documentation just sent from Mrs. **** which you have called several times and she has informed you over and over again of the circumstances. Attached is what you wanted. ]

Regards,


 

Business Response:

Ms. *******

Thank you for this information.  I have submitted a request to have the early termination fee waived.  Once that has processed I can have a check sent out to you at your new address.

*** ***** ***** ******* **** ** *****

Please let us know if you have any other concerns.

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Bounce energy to be my energy supplier. I was supposed to receive a $75 dollar4 gift card to the store of my choice as a reward for contracting with Bounce energy. They are refusing to send me my gift card to (Walmart). I have made 10 phone calls and almost as many emails to Bounce energy and they have lied repeatedly telling me that they would send me the gift card. They have refused to credit the reward dollars to my account so I cannot receive the reward card. This is obviously intentional on the part of Bounce energy employees.I believe this company is run by con artists that sign customers up for energy service then Bounce executives refuse to honor their side of the contract.

Desired Settlement: I would like the $75 reward card to Walmart and I would like a negative rating on this company on BBB's website

Business Response:

Good Afternoon, Mr. *******,

Thank you for your inquiry.  I want to apologize for the frustrations you have experienced regarding your reward redemption of the $25 Walmart gift card.  I am happy to let you know what is going on with your account.

In September of 2013 you contacted Bounce because you were having issues selecting a rewards program.  The supervisor you spoke with on 9/25/13 added the shoppers program for you.  This program allows you to earn up to $75 in gift cards a year at the retailer of your choice, $25 after 6 months ,and $50 after 12 months.

At some point between September and April the rewards program was dropped from the account, because when you spoke with a supervisor on 4/24/14 the supervisor requested that you select a reward program again.  On 4/28/14 the supervisor requested to have the rewards program added and your selection to be backdated so you could select the $25 Walmart gift card.

On 5/6/14 you spoke with a supervisor that requested the $25 Walmart gift card be manually added to the system since you were having issues making the selection.  During the process you should receive an email from MPell Solutions requesting verification of your address and then your gift card will be sent out.  I have requested that the gift card be sent out without the verification.  You should receive the gift card within 4 to 6 weeks. 

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at *************

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I switched to Bounce Energy for the low rate I was going to get when I moved into my new apartment. Two days before I move, the apartment complex tells me I have to move into a different apartment due to a major pest issue. I call Bounce to give them the new apartment number and they said they have to open another order which takes away the promotion offers and also raises the rate. I am a new customer and it does not make me happy they are not considered with keeping their customers happy.

Desired Settlement: I would like the rate I signed up for.

Business Response:

Good afternoon, Ms. ****

Thank you for an inquiry.  I want to apologize for the frustrations you have experienced trying to place an order with Bounce Energy.  I am happy to explain what occurred on your order.

On 4/18/14 you placed an order online for the Custom Variable rate plan with a rate of 10.6 cents/kWh at 2000 kWh.  On 5/3/14 you called in and changed the order to a Custom 11 month plan at 10.7 cents/kWh at 2000 kWh but decided to stay with your previous provider. 

Rates change on a daily basis. We cannot guarantee the rates will be the same from day to day.  Therefore when you contacted us over 2 weeks later, to make changes,  the rates changed.  I have tried to mimic the rate plan you last selected the Custom 11 month plan this afternoon and the rate is now 10.8 cents/kWh.

The agent should have offered to extend the promotion or something comparable.  The agent did advise you correctly though, the agent had no way of entering in the ************* promo you wanted.  The code was only good from 4/15/14 to 4/20/14.  If you wish to place your order with Bounce Energy you can contact our escalations department and we can offer you a $50 bill credit and the current market rate.

If you have any further questions, or wish to speak with a supervisor directly about the issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On the week of February 23, 2014 I began calling Bounce Customer service to notify them of cancellation of my service with them effective Feb 28, 2014. My lease ended in the current apt on Feb. 28, 2014. I made multiple phone calls and remained on hold for 30-45 minutes each time I called. I called early in the morning, lunch time, early afternoon and evening in attempts to reach a live person. I had to end my call after 45 mins each time. I finally was able to speak with a live person on March 2, 2014 and informed them of my cancellation of their service. The individual told me that they couldn't help me at this time because their system was down for maintenance and I was told to call back in an hour. An hour later they were closed for the evening. I tried again and again the next few days. Finally a week later I was able to contact an individual again. She informed me that I would have to fax them verification of my lease ending from the current apartment complex and that it needed to be on their letter head. I had already gone into my online account and changed my current residence address on Feb 28, 2014.They billed me for the month of March and have turned me into collection. The full balance was paid on May 2, 2014 after multiple attempts to get the balance adjusted, they refused. I paid the full balance. They in turn have turned me over to collection, after the balance was paid in full. I faxed the collection agency a copy of the payment to Bounce and a screen shot of my Bounce online account showing a zero balance. However, the collection agency cannot release my account because Bounce has not verified my zero balance. I offered to send Bounce a copy of my call logs from my cell phone bill showing multiple attempts to notify them of my impending termination of service prior to Feb 28, 2014. Bounce Energy's customer service is dismal at best. Sincerely,**

Desired Settlement: Refund of $137 and credit cleared.

Business Response:

Good afternoon, Ms. ********

Thank you for your inqury.  I apologize for the confusion you have had with your move out and final bill.  I am happy to help you understand what has occurred on your account.

According to your complaint you attempted to request a move out for 2/28/14 but were unable to reach the call center.  You finally reached a call center agent on 3/5/14 that completed the move out and the move out completed on 3/6/14.

On 3/3/14 a bill generated for the billing period, 1/25/14 to 2/24/14, and it was due on 3/19/14.  This is invoice **************  Your final bill generated on 3/10/14 for the billing period, 2/24/14 to 3/6/14, and this bill was due on 3/26/14. This invoice number is **************

We received a $100 payment on 3/22/14, leaving a balance of $69.52.  Bounce Energy sent you to collections on 5/2/14 for the amount of $69.52.  You also paid Bounce Energy via the customer portal on 5/2/14.  Since the account has already been sent to collections it takes 30 days to be removed.  I have sent a notice to our collections team that the amount has paid in full.

Since you stated you could not get in touch with Bounce Energy to move out on 2/28/14.  I have removed the days you were over that date and a credit for the energy charges is $6.65, which I have requested to be refunded to you. 

If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at ************ at your convenience. 

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I received my bill, things did not add up for me. I used less electricity yet they were stating I used more. I called thinking maybe they were reading the wrong meter, it wasn't working or something. The girl was no help! I stated that I would not be renewing my service! I sent a certified letter to the company stating my issue, telling them to resolve it and again stating I would not be renewing my service. I called asking if it had been received, although I had the signature card that it had been. The girl didn't see a note so I emailed the same letter to customer service. I got no response! I called again and finally got an answer that it had been received and they were not going to help resolve the issue. The girl did end up trying to help. My contract ended and I switched providers on the date my contract ended. Next thing I know, they were charging me a $200 termination fee!!!! They said because I cancelled my contract. When I asked about the $50 bill credit for renewing they said I didn't get that because I didn't have a new contract. They contradicted themselves. Then the supervisor said it was because I han't cancelled the service before the contract ended. When I told her I did, she said it had to be verbal! I had also dones that!!! But even if I hadn't, nobody responded to my letter or email stating that it was my notice to cancel my service when my contract was up. I have given then notices I was not renewing nf given them chances to help me. They are finding every excuse not to! Every time I show where I'm in the right, they find a way to get around it.

Desired Settlement: All I want is my early termination fee to be refunded since I had stated numerous times I was not renewing. It is not my fault they wouldn't let me know it had to be verbal when I sent a certified letter AND an email requesting my service not be renewed. Although, I also stated it verbally in my phone calls. The letter and email are my only physical proof I have to show them.

Business Response:

Good afternoon, Ms. *******  

Thank you for your inquiry.  I apologize for the confusion and frustration with your renewal.  I am glad to inform you that the early termination has been waived.  I am also happy to help you understand what occurred on your account.

When you initially signed up for Bounce Energy on 3/13/13, you selected the Terrific 12 plan, which is a 12 month contract.  The plan was set to end on 4/11/14.  On 2/6/14 you renewed your plan to go into effect as soon as your existing plan expired.  This is the plan you were charged an early termination fee for.  While technically you are responsible for the fee, our agents should have understood your dilemma and accommodated you with your request.  I do show you were able to speak with a supervisor who took care of the early termination fee for you.

You will receive a refund of $200.33 for the early termination fee.  This set to be issued on 4/29/13.

If you have any further questions, or wish to speak with a supervisor directly about your concerns, please feel free to call our Escalations Department at 281-404-2518 at your convenience. 

Sincerely,

**** *****

Bounce Energy

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ******


 

 From: ************************** *********************************** 

Sent: Monday, May 12, 2014 8:49 AM
To: drteam
Subject: Complaint ID ********

In regards to the above complaint ID regarding Bounce Energy, it was not resolved. They give a run around and act like everything is ok but its not. The status will probably never be resolved with this horrible company. Thank you and have a great day!

****** ******

Sent from my Verizon Wireless 4G LTE Smartphone

Business Response:

Good Afternoon, Ms. *******

I hope the day is treating you well.  We briefly spoke last week and I informed you that 2 checks were sent out to you on 5/9/14.  You should receive the checks shortly if you have not received them already.  Please let me know if you have any additional questions or need any additional assistance.

 

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I HAVE RECEIVED A MONTHLY ELECTRIC BILL OF $180 FOR A ONE BEDROOM APARTMENT IN GRAND PRAIRIE, TO ME THAT WAS EXTREMELY HIGH, I TRIED PLENTY OF TIMES TO CONTACT BOUNCE ENERGY AND THEY NEVER ANSWERED THE PHONE, SO I SWITCHED COMPANIES TO TXU; WHEN I RECEIVED MY FINAL BILL OF OVER $400 I THOUGHT IT WAS RIDICULOUS. I RECEIVED HARRASING EMAILS AND CALLS FROM BILL MAIES ONE OF BOUNCE'S COLLECTION REPRESENTATIVES. AFTER TALKING TO HIM, WE AGREED OF SETTING UP AUTOMATIC WITHDRAWS FROM MY ACCOUNT FOR $30 EVERY MONTH. I DIDN'T AGREE OF PAYING BUT THAT WAS THE ONLY WAY IT WOULDN'T GO TO MY CREDIT. AFTER 2 PAYMENTS MADE TO BOUNCE ENERGY FOR $30 EACH ONE ON 03/10/14 AND THE OTHER ONE ON 04/09/14, I RECEIVED A CALL ON 04/15/14 FROM ****** ********** ****** (***** *****) STATING THAT I HAVE TO PAY $378.16 TO THEM BECAUSE MY ACCOUNT FROM BOUNCE WAS 61 DAYS PAST DUE AND THEY HAVE SENT IT TO THEIR COLLECTION AGENCY.(WHICH IT IS INCORRECT SINCE I HAVE BEEN MAKING AUTOMATIC WITHDRAWS FROM MY ACCOUNT)I HAVE TRIED SEVERAL TIMES TO CONTACT BOUNCE AND NO ONE CAN GIVE ME AN ANSWER OF WHY WAS I SENT TO COLLECTIONS AFECTING MY CREDIT WHEN I HAVE BEEN PAYING TO BOUNCE. THE COLLECTIONS AGENT AT ****** TOLD ME THAT IF I MAKE PAYMENT ARRANGEMENTS WITH THE COLLECTION AGENCY IT WILL STILL AFFECT MY CREDIT. I EMAIL THE ORIGINAL COLLECTION AGENT FROM BOUNCE (MR.*****)I HAVE TRIED TO CALL BOUNCE AND NO RESPONSE FROM EITHER. I DON'T FEEL I SHOULD BE PENALIZED ON MY CREDIT SINCE I HAVE MADE PAYMENT ARRANGEMENTS AND I HAVE BEEN WITHDRAW FROM MY ACCOUNT THE AMOUNT AGREED.

Desired Settlement: I WOULD LIKE MY ACCOUNT TO BE OFF COLLECTIONS SINCE IT IS NOT PAST DUE, I GOT DOCUMENTATION WHERE BOUNCE TOOK 2 PAYMENTS OF $30 IN MARCH AND APRIL. I DON'T WANT THIS TO BE REFLECTED ON MY CREDIT AND DUE TO ALL THE INCONVENIENCE I WANT MY SETTLEMENT TO BE REDUCE SINCE I AM PRETTY SURE MY ONE BEDROOM APARTMENT DID NOT USE $180 IN ELECTRIC BILL FOR ONE MONTH.THANK YOU!

Business Response:

Good afternoon, Ms. ********,

Thank you for your inquiry.  I apologize for the frustration you have with paying your past due balance.  The final bill must paid within 30 days of the due date or the customer is sent to collections.  Your account is currently 75 days past due.  I am glad that Bill was able to help you in previous months, but Bounce Energy did not have an arrangement with you after 4/4/14.  Without a permission from you to run your card or a promise to pay and the invoice being beyond 30 days past due, your account was sent to collections on 4/17/14. 

As of 4/30/14, Bounce Energy no longer has an internal collections team and our final bill collections are handled by TCS.  If you have any further questions, regarding this issue, please feel free to contact TCS at ************** to set up an arrangement.

Sincerely,

**** *****

Consumer Response:

Apparently Bounce energy didn't understand my problem. First of all **** gave me wrong information by saying that by me making the payment arrangement of $30 month i would not go to collections. He had full authorization of deducting the $30 out of my account since it was done for 3 months in a row. Couple of weeks after my last payment to Bounce is when i received a call from collections. Wouldn't you at least try to contact your customers to inform them about what is going on? No email, no calls NO NOTHING. Why all of a sudden you couldn't continue deducting payments if you did it 3 months in a row. Bill was HORRIBLE in assisting me. I need this issue to be resolved.



Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ********


 

 

Business Response: From: **** ***** ******************************** 
Sent: Thursday, May 15, 2014 11:33 AM
To: drteam
Subject: BBB of Houston and South Texas- Complaint regarding Your Business #********

Ms. *********
 
Thank you for your response.  The agent you spoke with, ****, worked in the collections department.  If he was contacting you, you were in collections.  Our internal collections team has been outsourced to another company now, which is TCS.  You can contact them directly at 1-866-756-6801 to set up an arrangement.  
 
You are currently 3 bills past due with the earliest due date being 1/3/14.  Your final bill was due on 2/14/14 and you currently owe $348.16.  This makes you 90 days past due.
 
In your Terms of Service it states ‘we may use all available legal means to collect any amounts owed by you. ‘   At this time, your debit is being handled by our third party collections team.  You may set up an arrangement with them to clear your account.
 
Thank You,
 
**** *****
Bounce Energy

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A few months ago I received a call from someone stating that they were from my current electric company, PPL. They told me that they had been overcharging customers for their electric service and all I needed to do in order to get my electric rate dropped down to what it really should be was to update my information in their computer system. I asked them 5 or 6 times to make sure that it was PPL calling and that I was definitely not switching my electric company over. The woman assured me that nothing was going to change other than my electric rate and that she was from PPL. She told me all of my information right out of her system because I was still skeptical and it was all correct. The next day I received an email stating that I had switched my electric company over to Bounce Energy and that my new service should be starting in 2 weeks. I was livid. I immediately called Bounce Energy to complain. Of course no one answered and I was put on hold for a long time. I called PPL and they told me that it was a scam and there was nothing they could do about it on their end, that I would need to cancel it with Bounce Energy. Eventually I got ahold of someone from Bounce and got it cancelled without any other hassle. I called PPL just to make sure it was cancelled and it was. I hadn't heard anything else from Bounce after that. Until today. I got an email stating that I had switched my electric over to Bounce Energy and that my service would be starting in 2 weeks. I NEVER spoke to anyone on the phone or thru an email or anything to authorize that. Any time we see that an electric company is calling, we let the answering machine pick it up since that incident. And now I cannot get ahold of anyone from Bounce Energy to get this resolved and I am considering getting a lawyer.

Desired Settlement: I want my information taken out of the Bounce Energy data base so that this does not happen again. And I would like an explanation as to why this happened and I do not want to have to deal with this company ever again.

Business Response:

Good morning, Mrs. *********

I hope that you are enjoying a good day.  Having viewed your account, I see that a supervisor has already dropped you from the Bounce Energy system and you will not be a customer of Bounce Energy. 

I have reviewed your complaint and determined the following:

You set up service with a 3rd party vendor, Next TV Communications, on 4/28/14. Next TV Communications sells Bounce Energy on the “back-end” of their sale as a service to their customers.  You purchased the Smart Saver plan at a rate of 9.9 cents/kWh.  The agent that spoke with you clearly states she is representing Bounce Energy multiple times.  During the call you verified and agreed to the offer and terms of service.    

I reached out to Next TV Communications and stated your issue with being set up with Bounce Energy.  They advised me that you have signed up with Bounce Energy twice with them now, once in October 2013 and once in April 2014.  Next TV Communications has advised me you have reached out to them 5 times in the last 10 months for different services that they provide.  They have indicated you are very responsive to their marketing and always looking for a good deal on whatever you can get.  The 2 times you placed an order for Bounce Energy you spoke with an agent that sold you the Next TV Communications product and then introduced you to another agent selling Bounce Energy within their organization.

The call I listened to from 4/28/14 is a very good call.  The call indicates you are fully aware you are switching to Bounce Energy for you and your husband and all terms were agreed to.  Next TV Communications has agreed to block your number so you can no longer call them for their services, that way you should no longer have any issues.

Bounce Energy does not have an outbound calling program and our vendors are not allowed to perform outbound calls on our behalf.  The calls and orders that were place were initiated by you requesting a product from Next TV Communications and the agent then sold you on the Bounce Energy plans.  At this time you have been dropped by Bounce Energy and you are not a customer of Bounce Energy.

If you have any additional questions, please let us know.  Have a great day.

Sincerely,

**** *****

Bounce Energy

Business Response:

Ms. *********

Thank you for your response.   Bounce Energy played the enrollment call for your review.  You and a supervisor listened to the call and it was determined that you agreed to the enrollment. therefore the enrollment was vaild.  You requested for Bounce Energy to drop you as a customer and that has occurred as well.  We have asked that Next TV Communications or any of its affiliates to not sell Bounce Energy products to you any longer.  Bounce Energy does not have any outbound calling programs nor are any of our vendors allowed to represent Bounce Energy on an outbound call.  Bounce Energy does not utilize outbound calling as an acquisition tool.  If you have any further concerns about this issue, plesae feel free to contact Bounce Energy directly.

 

Thank You,

 

**** *****

  

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

********* ********


 

I am not satisfied with the responses or lack of information that I have been receiving from Bounce Energy.  Therefore, I will be no longer be handling this matter and I am turning all of this information over to my lawyer since I got more questions than answers here and have found that the company has been twisting my words around to cover their end.  I am done and my lawyer will be handling this matter now.  Thank you.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: owed deposit of 600$ for my small business acct.Refund is 8-12 late.Numerous calls and emails HAVE BEEN IGNORED.PROMISES OF SUPERVISER CALL BACK NEVER OCCUR.LOVE THE CO.,BUT I LOATHE THE LIES.TY ***** *******

Desired Settlement: REFUND OF DEPOSIT.....

Business Response:

Good afternoon, Mr. ********

I hope you are enjoying a good day.  Having viewed your account, I can let you know why your deposit was not returned to you at this time.  In your Term of Service listed in the Credit and Deposits section it states the following:

Deposits held more than 30 days will accrue interest from the date of receipt at the annual rate established by the PUCT. Payment of the interest may be made either annually or at the time the deposit is returned or credited to your account. Your deposit will be returned or credited to your account at such time as you have made 24 consecutive monthly payments without having a late payment.'

You have not had 24 consecutive payments on time.  Currently you have 7 consecutive on time payments.

If you have any questions please let us know.  Your deposit will be returned to you after 24 consecutive on time payments.  Thank you for choosing Bounce Energy and have a great day.

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went searching for an electric plan on 3/25/2014 and signed on with Bounce Energy but I was guaranteed a 3 day grace period in case I changed my mind or found a better deal. The grace period extended from 3/25/14-3/28/14. I called Bounce Energy on 3/28/14 because I received a postcard from ERCOT about Bounce Energy being my electric service provider, but I decided to stay with TXU. I spoke to Bounce Energy Customer Service seven (7) times trying to stop them from "slamming" me, basically forcing me to be their customer. I tried asking for a Supervisor at Bounce Energy, but instead got the run around.I filed a complaint with the Public Utility Commission concerning the "slamming" by Bounce Energy on 3/25/14, the first day of my grace period which Bounce Energy did not uphold. They forced me to be their customer that very day on 3/25/14.Now I am back with TXU, but I received a bill from Bounce Energy for the period of 3/25/14 - 3/29/14. Again, I called their Customer Service on 4/8/14 and asked for a Supervisor, but was not allowed to speak to one. A "*********," who would not give me her Employee ID number nor an initial for her last name nor any identifying reference, told me that I "would not have to pay them the bill for the period of 3/25/14 - 3/29/14. I kept asking "*********" to allow me to speak to a Supervisor and she would not allow me. "*********" said I would receive an email with an "official" remark that I would not be responsible for this bill on 4/9/14.I never received this "official email" stating that I was not responsible for the Bounce Energy bill dating from 3/25/14 - 3/29/14. Bounce Energy has the most unprofessional Customer Service in the country! It is lie after lie!Of course, I cannot find a corporate phone number or email address for Bounce Energy! Bounce Energy is low - down, dirty and sneaky! There is no getting through to these people that I never wanted Bounce Energy to be my electric service provider!

Desired Settlement: I want an official apology from Bounce Energy as well as a refund for this bill that I was "not" suppose to pay them for in the first place!

Business Response:

Good Morning, Ms. ********,

Thank You for your inquiry.  I apologize for the confusion and frustration you had while trying to rescind your service.  I am happy to help you understand what occurred on your account.

On 3/25/14 you signed up for service online at SaveOnEnergy.com for a switch.  A switch is worked by your TDSP, Oncor, the same day and started service with Bounce Energy on 3/25/14.  You contacted us on 3/28/14 to rescind service and the process was started to rescind your service.  Since the service was already active the process can take up to 45 days to get you back to your original provider. 

On 4/2/14 you called in stating you did not want to be a Bounce Energy customer.  The agent explained that you were not a Bounce Energy customer because you switched to another provider on 3/29/14, thus cancelling the rescission process and making you responsible for the charges.  You were then passed to an escalations agent that waived the early termination fees for you as a courtesy since you did not allow the rescission process to complete.

On 4/3/14 your TDSP, Oncor, sent Bounce Energy the usage for the days you were a Bounce Energy customer, 3/25/14 to 3/29/14.  Bounce Energy generated the final bill on 4/3/14.  You contacted us on 4/8/14 and the agent waived the remained of the bill as a courtesy.

In conclusion, you signed up for service and within your 3 days you requested a rescission.  Because the services were started on the same day as your request the process could take up to 45 days.  While this process was attempting to complete, you selected a different provider, which caused the process to stop.  When the process stops the TDSP has to charge the original customer and provider for the services rendered, which was the service from 3/25/14 to 3/29/14.  Bounce Energy waived the fees and invoice as a courtesy.

If you have any further questions, or wish to speak with a supervisor directly about your concerns, please feel free to call our Escalations Department at 281-404-2518 at your convenience. 

Sincerely,

  **** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bounce Energy sent a renewal notice and I decided to see if I could find a cheaper elec. rate. I settled with TruSmart but rescinded my order as they wanted autopay and I did not want to do that. I went back on the website for Bounce and renewed my service with them. I received a confirmation email that everything was approved. I got my next bill of $108.84. The next day, i got an updated bill of $333.31. I have called them 4 times today trying to get this straightened out only to be told different things. They have charged me a $200 early termination fee and refuse to remove it,stating that they must receive an inadvertent loss request from TruSmart and that would take 45 days. I called TruSmart only to be told that had been taken care of immediately,that my service with Bounce was never terminated. I called Bounce back and they stated that since I had renewed my contract with them and then switched was why I had been charged the fee. My old contract does not expire until April 11th,2014. It is April 9th,2014. My new contract does not start until April 11th,2014,2 days from now. I pointed all this out and they still will not remove the charge.

Desired Settlement: I want the early termination fee removed as it is an illegal charge. I will terminate my service with them as soon as my new(thankfully short) contract expires.

Business Response:

Good Afternoon, Ms. ********

Thank you for your inquiry.  I want to apologize for your frustrations you have experienced regarding your attempt to be regained by Bounce Energy.  I am happy to let you know that the Inadvertent Loss Process was completed and you were returned to Bounce Energy as of 4/17/14 with a back dated move in of 4/8/14.  When we received this information we reversed the Early Termination Fee of $200, this occurred on 4/18/14.  You are currently up to date with your balance and your balance is $129.81, which is due on 4/24/14.

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: the first bill I got from Bounce energy was ridiculous compared to what I used to pay with my previous company.It came out to $82.03 The bill was difficult to understand and it had two sales tax. I called in and was on the phone with the CSR, we were on the phone for almost 30 minutes and he did all he could to blame the ridiculousness of the bill on Oncor (the supposed main supplier in the region). When I got to the point where I asked him why the bill had two sales taxes, he could not speak up, he asked if I minded waiting on the line, I said no, he kept me over the phone for almost another 20 minutes and then came back over the phone and said the two taxes were due to the fact they had to break down the taxes on the whole bill. They had to split it up. I taught that hat was pretty strange and should have blown the alarm in me, I guess I just didnt care enough to notice. I paid the bill without any further questions. I however asked him for how and when next they come to read the meter. So I could see them and probably make sure they have the right meter reading. Especially since he kept on claiming that they charge based of whatever Oncor submits to them. He said Oncor read meters on the **** of every month. Afterwards, the second , the third respectively were $91.87 and $74.44. I paid those too .especially because it was an improvement from the previous ones. I assumed that trend would continue.On the fourth bill,I had a discount of $50 like they promised.That was supposed to be a good news.I had a total of $11.94. Than came the unexplainable bills. I believed they started to get the fifty dollars they gave me back when my bill came as $169.41(*2 what iv been paying), then $389.94 , then $326.91.I left the company when I got tired of paying 300+ for two bedroom and they then claimed I owed $369.77.I believe that the meter reading is absolutely a scam because most of these days in my last month with them, I carefully ensured that I used electricity ONLY when I needed to.

Desired Settlement: ** I hereby request for a certified electricity officer to come down to the address of service (**** **** ******* ********** *****)and check the meter if its working properly and also that a review be done with Bounce if truly what they kept charging me was what I used** And that Bounce energy should give me an accurate billing of what I used and not try to extort me . Without which I do not think I will pay them I shall be looking forward for your swift response on this matter

Business Response:

Good afternoon, *** **********,

Thank you for your inquiry.  I want to apologize for your frustration you are experiencing with your bill.  Having viewed your account, I can confirm the following.

Your first 4 bills had low usage.  The bills after have high usage.  I have listed the usage below by billing period.

7/*/13 to 7/**/13 = 682 kWh

7/**/13 to 8/**/13 = 821 kWh

8/**/13 to 9/**/13 = 614 kWh

9/**/13 to 10/**/13 = 507 kWh

10/**/13 to 11/**/13 = 1578 kWh

11/**/13 to 12/**/13 = 3802 kWh

12/**/13 to 1/**/14 = 2857 kWh

1/**/14 to 2/**/14 = 2944 kWh

2/**/14 to 2/**/14 = 216 kWh

As you can see your usage increased, therefore your bill increased.  Oncor reads your meter and sends the usage to Bounce Energy so that Bounce Energy  can bill the rate you chose.  Bounce Energy billed you for the usage Oncor sent over to Bounce Energy.  At this time Bounce Energy is not the Retail Electricity Provider of Record so we cannot request a meter read for the address.  I have sent an inquiry to Oncor to see if there are any adjustments that have been made to your account.  Once they have researched they account I will let you know the results.

Currently you owe Bounce Energy $728.74.  Please feel free to contact our customer service team to make a payment or ask any additional questions you have with your account.

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Problems with Product/Service
4/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My power was suppose to be set up February 25, 2014 at my new apartment. Two weeks later I noticed that I inputted the wrong apartment number. I called numerous times in attempt to reach someone and I did not get a hold of anyone. I would wait approximately 45 minutes each time and still got a hold of no one. Every time I called they were "experiencing a high level of calls". It was March 3rd and 4th where my power was disconnected and I was left in the cold for two days. I had a few hundred dollars worth of food that had gone bad and I still was in contact with no one. On March 3 I got in touch with Reliant Energy at around 10:30 PM and set up a request for power to begin immediately. In attempt to cancel my power, I called again and yet I never got in touch with anyone. On March 5th I emailed the customer service email and was responded by ***** from customer service a week later. She notified me that I had to speak with her supervisors in order to cancel. I spoke with a Supervisor from the phone number ************ and she canceled my contract. She then notified me that I would have to pay for the entire time that apartment was using the electricity. I told her that it was nonsense that I would have to pay for a now $213.99 bill and the power was never at my apartment and this could have been resolved if I could have gotten in contact with someone. I'm afraid that if I don't pay for this bill it will interfere with my credit, but yet I believe that it is absurd for me to pay for the full of amount because I could not get a hold of anyone. I'm very disappointed as well as upset with the customer service that Bounce Energy has provided. I would rather pay to be with a reliable company that will answer the phone than one who just sends me junk emails and bills and will not answer the phone.

Desired Settlement: I wish not to be charged for the bill of $213.99 because services were not provided to me directly. Thank you.

Business Response:

Good Afternoon, Ms. *********

Thank you for your inquiry.  I want to apologize for the frustration you have experienced in regards to cancelling services at the incorrect address.  I was glad to speak with you today and I am happy to let you know that this is an easy fix.  As you and I discussed you are going to email a copy of your contract showing the correct apartment number and lease start date.  Once I have this information I will have the fees reversed.

I apologized that you were not able to reach us by phone to correct this issue sooner.  We did experience much higher than normal call volume the last few weeks due to the call weather we had in January and February. 

When your paperwork is received it will take 24 to 72 hours to have everything reversed.  I will call you once I have confirmation that the fees have been reversed.

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at 281-404-2518 at your convenience.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am having a problem getting an error corrected/getting a response from Bounce Energy's Escalation Dept. regarding difficulty enrolling me into their AC Prot. Plan. This has been ongoing and I can't understand why I can't get a response. Below are snips of an email sent on March 3rd. The response on the 11th and said that I would get a call within 24 hours. Again, didn't happen.***Hello, I am writing again with hopes of getting some information and a resolution to a problem that persists in preventing me from getting enrolled with Cross Country for the AC Protection plan I am SUPPOSED to have. Thus far, I am getting nowhere with your corporate office. I have called 3 times since the end of January. The first time I was told I would get a reply within 24-48 hours. Nothing. The second time I was told that I would get a response within 24 hours. Nothing. The third time I was told that I would be called right back after speaking with Cross Country. Again, nothing....I have mentioned that I am a single mother of 3. My ex-husband works construction with frequent layoffs AND had an injury last year. Child support has been sporadic at best. So, it has been a struggle (for the past 2 years) for me to maintain and provide for my family. I enrolled in this plan because I have a 67 year old mother who recently had a stroke. I have a 10 year old who has sporadic asthma issues--which actually stopped completely for several years. But last year she had 2 occurrences and this year she has already had 1 occurrence. I have a 6 year old who has been classified as mildly autistic--on the spectrum. And, I have a 3 year old toddler who is home all day long with my mom while the older girls go to school. NOW, the weather will be getting warmer and warmer. That said, when I have an AC problem, I MUST get it fixed. Being on a completely tight (stifling) budget, I need to save every penny I can. If this plan helps me do that, then so be it.I would greatly appreciate better communication....

Desired Settlement: I would greatly appreciate being enrolled in the AC Protection Plan Bounce has offered, that I signed up for.

Business Response:

Good Afternoon, Ms. ******

I hope that you are enjoying a good day.  Having viewed your account, I have identified what the issue is.  I can fix the issue but will need your consent to add the product to your account.  Below I have listed the details and the solution below.

On 7/2/13 you signed up for the Bounce 12 + A/C Protection.  The plan went into effect on 7/11/13, but you have not been charged for the A/C Protection portion of the plan, which is $14.95 a month.  That is why when you contacted Cross Country they informed you that you had no service.  Since the product was not added to your account, you could not pay the $14.95 monthly fee.  This is an easy fix and I can add the product to your account.  If you agree Bounce Energy will back date the plan and take care of the payments to date, but I need your consent that you agree to pay the 14.95 fee going forward.

I will need your approval before I can implement the AC plan.  We would like to rectify this issue for you as soon as possible so you can receive the services you requested.

Please let me know if you would like the product added to the account and agree to the $14.95 charge.  Thank you for choosing Bounce Energy and have a great day.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


My problem remains that almost a year went by before the matter was finally "resolved".  (And that is after at least 8 attempts to get this company to help me out.)  Considering that I JUST got coverage--which actually has not begun yet because of the one month waiting period-- the matter could have been resolved if someone bothered to get the matter fixed!!  I am positive that nothing would have been done had I not involved the BBB.  

Besides that, after my last email to the BBB stating that the matter was not closed, I FINALLY received a call.  I was told that my PRIOR acceptance of the offer was not received!   Then I was told that the issue was that there was a change in the monthly cost, which I had to approve.  SO, had I not contacted the BBB AGAIN, how much longer would it have been before I would finally be enrolled?  I was also told that the apartment/unit number was an issue.  However, when I called the Protection Plan provider on several occasions last year to see if I was currently enrolled, there was no problem at all pulling my address/account up.  In fact, they quickly pulled it up and all that showed was prior coverage.  There was coverage in place before or soon after I purchased the townhome.


MOSTLY, I am furious because I just paid $587 to have my AC repaired.  The repairs (that took all of ~15-20 minutes) were maintenance related.  I think that my out of pocket would have been less than half of what I paid, had this matter been corrected in any of the past 10 months.  I am not sure how you would label this matter.  But I would like to, at least, keep the complaint on file.   The whole ordeal AND being ignored AND having to go through an outside complaint process was not acceptable and not necessary.

 


Regards,
******* *****


 

Business Response:

Good afternoon, Ms. ******

Thank you for your response.  I have requested that your case be reviewed again regarding your warranty repair product. 

The reason the repair product was not added to your account was indeed due to the apartment number.  This was not an issue from the warranty company but a system requirement that states for Bounce Energy to not send over premises with unit numbers.  When your order was placed it should have given an error stating that the order could not be placed.  When I spoke with you last, you advised me that you were responsible for the repairs.  I requested the plan be manually entered into the system to allow you to get service.

I have our account manager and tech team reviewing your case and will let you know the results.  If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at ************ at your convenience. 

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I switched to Bounce Energy middle of last fall. Now, a few months later they claim that an unknown agency has transferred my electric service away from them on my behalf and that after going thru a very lengthy process they say that they will forgo the $250 early termination fee but that I will be billed for an undisclosed amount by a unknown agency who will forward a bill to them on my behalf for electric service I may or may not have received during the time I was allegedly getting service thru this unknown agency without my consent. I think this is a scam and I want it to be made public so that everyone knows to watch out for this. I dont know exactly how they are doing it but I think they are trying to ripp me off and I think that it is likely that they do this to allot of people. I think it is a scam and I think it may deserve public scrutiny.

Desired Settlement: my desired settlement is 1. For Bounce Energy to be held accountable to their contract with me. 2. For me to continue to have electric service at the price that is in my contract. 3. To be absolved of claims made by third parties. 4. I do not wish to be held responsible for billing by third parties. 5. I do not wish to purchase electricity at a higher rate. 6. I want it to be a record of public scrutiny that Bounce Energy has tried to involve me in this scam.

Business Response:

Good afternoon, *** ********

I hope that you are enjoying a good day. At this time, I have viewed your account to review your issues with how your Inadvertent Loss claim was resolved. Below, I have listed what has taken place on this account.

-          On 10/**/13, you switched services to Bounce Energy, signing up for the Tremendous 24 plan.

-          On 12/**/13, someone requested a New Move In for your address with another provider with a move in date of 1/*/14. This put into motion a switch away from Bounce Energy.

-          On 1/*/14, CenterPoint Energy (the TDSP / utility company for your address) sent us your final reading for your address. Since Bounce Energy received a final reading from the utility company, a Final Bill was generated with an Early Termination Fee of $250 because the contract was terminated early.

-          On 2/*/14, you communicated with a supervisor who advised you that a Move Out order was sent for your address on 12/**/13 to cancel service on 1/*/14.  At that time, the supervisor submitted an Inadvertent Loss Ticket to have you regained as customer, and we explained that the process can take 30 to 45 days.

-          On 2/**/14, you called in regarding the Inadvertent Loss.  The supervisor attempted to explain the process to help you understand everything that was going on. During her explanation of the process of regaining you as a customer, there was confusion on how the billing occurs when Bounce Energy regains you as a customer. The supervisor’s explanation was correct, but I agree that it could have been handled better by both parties. 

-          On 2/**/14, we received a response back from CenterPoint Energy and the Electricity Reliability Council of Texas (ERCOT) stating that Bounce Energy has regained you as a customer as of the date 1/*/14.

-          On 2/**/13, you and I discussed that you were not responsible for the Early Termination Fee and your amount due was $67.33. This amount will reflect on your account on 2/**/4. You did not want to discuss the process of the Inadvertent Loss.

In conclusion, this issue was cause by someone that used your address to place an order for new service. Bounce Energy received a transaction from ERCOT to terminate service and fulfilled that request. Your issue has been corrected, and you have been regained as a customer under your original contract. The Early Termination Fee has been waived, and your current balance reflects $67.33.  

If you have any additional questions, please let us know. Thank you for choosing Bounce Energy and have a great day.

Sincerely,

**** *****

Bounce Energy

Business Response:

*** ********

Your feedback has been noted.  The process in place is not governed by Bounce Energy and we must follow the process regulated by the Electricity Reliability Council of Texas and the Public Utilities Commission.  I apologize for the hoops which you stated you needed to jump through, you only needed to make one call.  That call occurred on 2/*/14 when you spoke with a supervisor. The supervisor started the process that day and would have called you directly once the process completed. 

As for the rude agent, the agent that handled your call has been coached.

Sincerely,

**** *****

Bounce Energy

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ******* **


 

 If I only needed to make one call then why did the first person refer me to another and that one to another

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December I put in a request to switch my electric provider as I was not happy with the service I was receiving from Bounce Energy. I had made contact with a customer service representative prior to find out when my contract expired, which was at the end of January. I was going to be out of the country when my contract expired therefore I put in my request prior to me leaving. The new provider I selected switched my service prior to my contract ending so when I returned I received my bill with an early termination fee. I contacted the new company to see if they could do anything to rectify the situation but all they could do was switch me back to Bounce. When they did so I contacted Bounce by phone 3 times and through on-line inquiries twice. I was hoping they would waive that fee now that I had been switched back since my service ended with them prior to what I intended on it ending. I have never been able to reach a person on the phone, I either get disconnected or run out of time after being on hold of an extended time and cannot continue to hold. That is when I reverted to contacting them via on-line. I have yet to receive a response to my inquiries. I had been in contact with a person prior to this because I couldn't remember my on-line account password. I emailed that person again stating I needed help and hadn't been able to reach anyone or get a response. She responded with suggesting I call the 1-800 number. I have since sent an inquiry through Facebook and still haven't received a response. I have now switched my provider as of an hour ago and do not intend on paying the fee they have placed on my account as it was an error and they cannot respond to my inquiries in rectifying this situation.

Desired Settlement: I would like Bounce to release the early termination fee and send me a final bill reflecting this fee being eliminated.

Business Response:

Good afternoon, Ms. ******,

Thank you for your inquiry.  I apologize for the confusion and frustration with having the early termination fee returned to you once you were regained as a customer.  Your early termination fee should have been returned as soon as you were regained as a customer.  I appreciate you bringing this to our attention, so that we may find out why this did not occur.  I am happy to let you know I have removed the early termination fee from your account.  This will go into effect tomorrow and you can review the balance in your MyAccount tomorrow.

I also apologize for the long hold times you have experienced.  We are currently experiencing higher than normal call volumes due to the abnormally cold weather we have recently experienced in Texas.  This is leading to higher bills and customers are calling in to discuss these bills.

If you have any further question, or wish to speak with a supervisor directly about your concerns, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i have been waiting on hold to talk to soem one about moving my service to to another locationand i have been waiting on hold for about 2 hours now and it is making me angry as hell because i am homeless and i cant get the keys to my apartment until i get the lights turned on!!!

Desired Settlement: i want a month of free service!!!!

Business Response:

Good Afternoon, *** ******,

Thank you for your inquiry.  I want to apologize for the frustrations you experienced regarding the hold times to get you services transferred to your new apartment.  I am happy to let you know that services started in your name as of 3/*/14.

The hold times you experienced were caused by the increase in call volume due to high bills being generated from the abnormal cold weather we have been having in Texas.  

Some other factors that contributed in the delay of your services:

-          Your account was not current at the first attempt to place the transfer on 3/*/14. You had a past due balance in the amount of $189.13.   Bounce Energy cannot process a new order until your account is current.

-          The order you placed on 3/*/14 was after  noon.  If the order was placed before noon on 3/*/14 we could have requested a same day move in.

Bounce Energy  makes every attempt to meet your needs.  We appreciate you as a customer and apologize for the long hold times you experienced.  If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call out Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am active duty military stationed in California and planning on moving to Texas. I called bounce energy to start an electric service with them on the **** of February 2014, and when they sent me the confirmation for my order, i noticed there was a mistake on the address. I called them back about twelve hours later to correct the mistake, that they have the wrong apartment number.I was told they cannot cancel the order right away, that i will have to wait for them to connect the service and then call back to cancel. On the ** of february, the day the service was suppose to be connected, i called them at 9am to cancel the service, and was told to call back later during the day, after the service has been connected.I told them someone else live in the apartment and there was no need for connection, but they insisted i should call back. Later on the day, around 5pm i called back to cancel, and i was told they cannot cancel my service and i would have to wait for some processing to occur before i can cancel.They wouldnt even tell me how long the processing is going to take, they just told me to not call. I just want to cancel this service and move on, but its like they trying to stretch this all out so that they can be able to charge me unnecessarily.

Desired Settlement: I just want to cancel this service, so i can have a peace of mind.

Business Response:

Good Afternoon, *** ********

Thank you for your inquiry.  I would like to apologize for the frustrations you have experience with Bounce Energy regarding the cancellation of your order.  I have detailed the steps we have taken to correct this issue.

On 2/**/14 you placed an order with Bounce Energy through our call center for the address of ***** **** *** ****** ******** *** ******

On 2/**/14 you called back into the call center to cancel the order due to an incorrect address.  The agent started a process for the *********** **** of the address you provided.  This process can take as long as 45 days, but is necessary so the current customer does not lose power. 

On 2/**/14 you called twice once in the morning and once in the afternoon.  The call in the morning you requested to cancel service.  The agent informed you correctly, that we cannot cancel a move in that is to occur that same day.  Bounce Energy needed to allow that order to complete, but the agent did not inform you that the Inadvertent Gain process already started.  When you called later in the afternoon the agent informed you that the process was already started. 

At the current time we are waiting for the previous provider to response and take back the usage for this address.  The reason we have to follow this process and not just cancel the order is because this would leave the correct customer living at the address without power.  The process allows the electricity to remain on and seamlessly return to the correct customer without the customer losing power.  Once the process is complete, I will have a supervisor call you to inform you of the results.  Since you did not have service with us and the usage should be minimal, I am going to waive the charges for you once a response is received.

I hope this gives you a better understanding of the process.  If you have any further question, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energyv

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a customer of Bounce Energy (account number *******). My current plan is the Terrific *** ****** / kWh, which started on 11/**/2013. My former plan was **** ***** ** ****** / kWh, which ended on 11/**/2013. Before this, my rate was ****** / kWh.On the invoice for the bill period of 11/**/2013 to 12/**/2013, the rate of ****** / kWh was still used. However, this 3 month plan rate was used for 4 bills. The correct rate should have been ****** / kWh.So I phoned Bounce on 01/**/2014 (or 01/**/2014). I spent over half an hour discussing the incorrect plan rate issue with the representatives. Finally they agreed to correct the plan rate and told me that they would issue a new bill to me.On 01/**/2014, I phoned Bounce again. The representative that took my call could not find record of my previous discussion. I went though all over again, after about half an hour, until the call was transferred to a manager, ******, to whom I had to repeat everything again.****** told me the bill period was 11/**/2013-12/**/2013, but the former plan ended on 11/**/2013, and former plan hadnt ended on the first day of the bill, which was, 11/**/2013. Thus the former plan rate was used on this bill. Regardless its reasonable or not, according to ******, the plan rate for the bill period of 8/**/2013 to 9/**/2013 should be ****** / kWh, instead of ****** / kWh. Because this former plan with a rate of ****** / kWh started on 8/**/2013, and the plan rate of 8/**/2013 was ****** / kWh. But the charged plan rate for the bill period of 8/**/2013 to 9/**/2013 was ****** / kWh. When I pointed this out to him and asked him to check the bill of 08/**/2013-09/**/2013, ****** abandoned his previous excuse, and claimed he found the issue. He told me that I had renewed my current plan late on 11/**/2013. which resulted in me ending up with a month to month plan. I said Id never seen a month to month plan shown on my bill. ****** said thats a mistake, and that they can change it. After I checked the record, I told him that I renewed the plan 3 months earlier on 08/**/2013, not 11/**/2013.Than ****** explained that the reason was that I renewed the former plan on 08/**/2013 which was too late. I checked my email, found, and told him I renewed the former plan a month sooner on 07/**/2013. Finally, he promised me he would correct the bill for me and follow up On 01/**/2014, I phoned Bounce again, I got nothing I need but anything else I can help you? I was told someone would phone me the day, of course, nobody did.Then I had to pay Bounce a ridiculously inflated amount of $399.41, because the due day was coming and I dont know what next story theyll make.My request: dismiss the wrong bill, and refund me $399.41.

Desired Settlement: dismiss the wrong bill, and refund me $399.41.

Business Response:

From: **** ***** ********************************
Sent: Wednesday, February **, 2014 1:35 PM
To: drteam
Subject: BBB of Houston and South Texas - Complaint regarding Your Business #*******

Good Afternoon, *** *****

 

Thank you for your inquiry, and I want to again apologize for the frustrations you have experienced regarding your recent renewal. When speaking with you yesterday evening, I advised you that I could credit you the $133.48 in energy charges, but at your request you have asked that I hold off until you can look at your documents.  As requested I have listed the history of your plans below for the address of **** ******** *** ****** ** ******

·         Your initial Easy Fixed 3 plan with us started on 10/**/12 and had an estimated contract end date of 1/**/13. The contract ended on 1/**/13. This contract contained 3 bills.

·         Your next Easy Fixed 3 plan started on 1/**/13 and had an estimated contract end date of 5/*/13. The contract ended on 5/*/13. This contract contained 3 bills.

·         The following Easy Fixed 3 plan started on 5/*/13 and had an estimated contract end date of 8/*/13. The contract ended on 8/**/13 because the previous meter reading was on 7/**/13. The contract continued until the next meter read date because Oncor (the TDU / utility company for your area) read your meter before your contract end date. Bounce Energy does not change plans in the middle of a billing cycle. This contract contained 4 bills.

·         Another Easy Fixed 3 plan started on 8/**/13 and had an estimated contract end date of 11/**/13.  The contract ended on 12/**/13 because the previous meter reading was on 11***/13.  The contract continued until the next meter read because Oncor (the TDU / utility company for your area) read your meter before your contract end date.  Bounce Energy does not change plans in the middle of a billing cycle.  This contract contained 4 bills.

·         Your Terrific 12 plan started on 12/**/13 and has an estimated contract end date of 12/**/14.  This is your current plan.

In your complaint, you reference the invoice in December of $399.41, so I was going to credit the difference in the rate for $133.48. Using this same logic for the August renewal, you would have owed Bounce Energy an additional $60 for your August bill. I have detailed the July and August plan renewals below to describe how the renewals work.

 

·         You renewed for an Easy Fixed 3 plan on 7/*/13 through MyAccount, because your estimated contract end date was on 8/*/13. 

·         The contract started on 8/**/13 because Oncor read your meter on 7/**/13, and this pushed the start date for your next fixed-rate plan out until the next meter cycle.

·         This next Easy Fixed 3 plan was scheduled to end on 11/**/13.  Plans do not work off of how many bills you get - rather, the plans work off of your contract end date and the next meter read date, which in your case was 11/**/13. If your contract end date is in the middle of a billing cycle, which yours was for both the August and November renewal, then the new rate will not take effect until the next meter reading.

·         In your case, the meter reading was on 11/**/13 and your contract end date was 11/**/13, so your new rate took place on the next meter reading date, 12/**/13.

 

As a loyal customer to Bounce Energy, I would like to have the difference credited to your account for $133.48 for the December bill, but I will hold off until you reply.  If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at 281-404-2518 at your convenience.

 

Sincerely,

 

**** *****

Bounce Energy

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It’s Bounce Energy’s responsibility to deal with the company who read the meter. If Bounce Energy couldn’t determine the meter read dates, it should have been informed meter read dates to make correct contract end date. If Bounce Energy still couldn’t handle this, at least it should state the “contract end date” as “estimated contract end date” in contract. 
Then Bounce Energy can adjust the contract end date, as in my case, form 11/**/13 to 11/**/13 (2 days). So the first meter read date is 11/**/13.
What Bounce Energy did is, adjusting the contract end date from 11/**/13 to 12/**/13 (32 days).  It’s completely unreasonable.

Due to the mentioned issues, I must insist on my original inquiry.


Sincerely,
**** ****

Regards,

**** ****


 

 

Business Response:

*** ****,

Thank you for your response.  I apologize for the confusion you still have.  As previously stated, Bounce Energy provides billing to our customers based on the meter reading and other delivery factors as determined by Oncor.  Oncor owns the equipment and facilities that deliver electricity within your area.  The TDU determines the meter read dates.  You have been contacted by the Texas Public Utility Commission.  They informed you that Bounce energy has acted in accordance with the Substantive Rule 25.480 Bill Payment and Adjustments.  Bounce Energy invoiced you correctly on your account under the Easy Fixed 3 plan until the first meter read on or after the contract expiration date.  Since the meter reading was in the middle of a billing cycle Bounce Energy billed you through the first meter read date that occurred on or after the end date of your contract, as indicated in your terms of service.  Bounce Energy offered you a bill credit in the amount of $133.48 as a courtesy, which you refused, so that you may further investigate your issue. 

Please let me know if we can further assist you.  If you have any further questions, or wish to speak with a supervisor about this concern, please contact Bounce Energy at your convenience.

Sincerely,

Russ Congi

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Service Your Your Your Your Your Your Avg RatePeriod Bounce Centerpoint Taxes & Total Usage per kWhDates Charges Charges Fees Charges kWh ***************** ***** ******* ****** ******* ** ***** ****************** ****** ******* ****** ******* *** **** ****************** ****** ******* ****** ******* *** **** ****************** ****** ****** ***** ****** *** **** ****************** ****** ****** ***** ****** *** **** cHow is it possible that the previous month was 330 Kwh consumption and was charged $ 156.67. This month consumption of 89 kWh and was charged $ 189.17. Less consumption more money?Talk to the company several times and no one gave me a convincing explanation.

Desired Settlement: Return the money for the extra payment.

Business Response:

Good afternoon, *** ********

Thank you for your inquiry. I am happy to discuss the facts of your account with you, and I have summarized the details below.

On 6/*/13, you selected a 12-month electricity plan that disclosed a fixed energy charge of 6.7 cents per kWh, a $4.95 base fee when usage was less than 1500 kWh, and Transmission and Distribution Utility (TDU) delivery charges from CenterPoint (the utility company for your area).

Please keep in mind that your Terms of Service (TOS) and the Electricity Facts Label (EFL) for your electricity plan were provided to you after you enrolled with Bounce Energy. The TOS and EFL serve as a contract between you and Bounce Energy, and it outlines fees, length of service, and other important information.

You have contacted Bounce Energy multiple times since 12/*/13 to find out why your bills have been so high. You were informed that the high bill was due to the demand for your meter. We informed you that you have a demand meter and that this meter is how the CenterPoint charges are determined. With your permission, we can request a meter test for your service address: CenterPoint will conduct the meter reading to determine and can assess a fee for this service.

Before our conversation this morning, I contacted CenterPoint to learn why you had an increase in your TDU fees. CenterPoint informed me that your demand increased from 9 kW to 15 kW. Due to this increase in demand, your TDU fees have increased and will remain this way for 12 months. 

As we discussed, consumption and demand can vary greatly. Consumption is the amount of electricity you use in kilowatt-hours (kWh) in a given billing cycle. Demand is the maximum amount of electricity you use in a 15-minute increment during a billing period. Since electricity cannot be stored, your demand determines how much energy needs to be on the grid at any one time for your usage, since the TDU does not know when you are going to need 15 kW. Since you are over the normal 10 kW for demand, the additional cost to have the electricity on the grid is passed on to you.

Please note that CenterPoint is the TDU (Transmission and Distribution Utility, otherwise known as the utility company) responsible for maintaining the poles and wires, responding to emergencies and power outages, and reading and testing electric meters in your area. CenterPoint is also the company responsible for calculating your TDU charges (pass-through charges) each month for the non-residential premise utilizing kW demand and kWh consumption from the monthly meter reading.  CenterPoint bills the TDU charges to your Retail Electric Provider, which is Bounce Energy, and we then passes the charges through to you.

 

If you have any further questions, a supervisor would be more than willing to discuss the situation and details with you. Please call our Escalations Department at *************

Thank You,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They offer a $50 reward after 12 months. I have waited 2 1/2 months and have contacted customer service numerous times but still am owed $25. They sent a $25 card but but not a $50 reward card.Their customer service rep keeps telling me they will resolve the issue but it never happens. (12 month period ended 12/4/2013)

Desired Settlement: I am trying to get the additional $25 reward owed..

Business Response:

Good Afternoon, *** ***********

Thank you for your inquiry. I do apologize for your frustration with receiving the reward you are due. Regarding the $50 ******* gift card that you selected on 12/**/13.  When you contacted us on 1/*/14, the agent assisting you discovered there was an issue when the request was made on 12/**/13.  The agent sent a ticket on that day to have your card expedited.  On 1/**/14, you contacted Bounce Energy to advise us that you received a $25 ******* gift card instead of a $50 ******* gift card.  On this day, a supervisor called Mpell Solutions to see what happened with your $50 ******* gift card.  We were advised by Mpell that they only sent a $25 ******* gift card, which was mailed out on 1/17/14.  The supervisor made a ticket to have the $50 ******* gift card expedited. 

On 2/6/14, an agent responded to your email inquiry that Mpell was researching why you have not received your $50 ******* Gift card, as well as the request to have the Gift Card be expedited.  On 2/**/14, an agent responded to you stating that MPell provided us information that a $25 ******* Gift card was mailed to your ** *** ** *******.  MPell also advised us that they received a response from you on 2/**/14 through their confirmation email.  You should receive your $50 ******* Gift car within in 4 to 6 weeks from 2/**/14.

The process to receive a gift card are the following steps.

1.       You select a reward from the choices listed in your MyAccount.

2.       The request is sent to our Third Party Vendor, MPell Solutions.

3.       MPell Solutions will send an email to you for verification and confirmation. This occurs within 5 to 10 business days.

4.       You will respond to the MPell email.

5.       MPell will send out the gift card within 4 to 6 weeks

Please feel free to contact Bounce Energy at any time if you have any further issues or concerns.

Thank You,

**** *****

Bounce Energy

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** **********


 

From: ****** ********** *****************************
Sent: Tuesday, February **, 2014 11:51 AM
To: drteam
Subject: bounce energy complaint

Bounce has contacted me to say  a $50 reward card will be sent. I've heard this before and will wait and see. Thank you for your help. The company has issues with their reward system. I went through this at the 6 month interval when a reward was due and finally prevailed. Once again I will wait and see and thank you.

 

Business Response:

Good afternoon, *** **********,

Thank you for your response.  Once again I do apologize for the issues with your gift card.  You have received and responded to the email MPell has sent you on 2/**/14.  Previously the email was not received by you. The confirmation by you on the email is what gets the gift card sent to you directly.  Since you have replied to the confirmation email you should not have any issues going forward.

If you have any further questions, please feel free to contact our Escalations Department at ************ at your convenience so that you can speak with a supervisor for assistance.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to notify Bounce energy on 2/*/14 that I would be ending my service with them after my contract ended on 2/**/14 because they weren't going to provide competitive rates so I was going to choose another provider. They without my permission ordered a move out to shut the power off on me.I received a call on 2/**/14 from my new provider notifying me that I couldn't start with them on 2/**/14 because the power was being shut off.I called bounce, waited on hold for 30 minutes spoke with ****** (employee ID ***) about the situation who told me her manager was reviewing the call on the 4th. As I proceeded to explain my situation she hung up on me. So I called them back and started to wait on hold.****** called me back a couple minutes later and didn't even apologize for hanging up on me and told me her manager said I was wrong and that I asked to terminate my power.I spoke with ******* manager who said that there was nothing she would or would do. Even though she listened to the call from the 4th and heard my desire was not to have my power shut off , but rather switched to another provider she did nothing other than say thats not how it works and that I asked to terminate my service, even though it was clear on the call on the 4th I only wished to end my contract with bounce not shut my power off.At no time on the call on 2/**/14 or 2/*/14 did I request to move out or have my power shut off.Furthermore I am incurring a 32 charge from my new provider to switch the power on despite bounces blatant error.

Desired Settlement: I would like the 32 I had to pay the new company ********* ********** to keep the power on despite Bounces error reimbursed to me. I would also like other people to know Bounces abuse of contract terms and general ill will towards paying customers

Business Response:

Good Evening, *** *******

I hope that you are having a good evening.  After our call this evening to discuss the issues you had with your account, I wanted to follow up with you and review what we discussed:

-          I reviewed the call you had with the agent on 2/*/14, although, you initially called in to cancel service you were actually just informing Bounce Energy you were switching to another provider due to the lower rates. 

-          There were 2 points during the call that the agent should have realized you were not cancelling service and informed you that a switch to another provider was all that was needed.  The first when you stated that you were starting new service with another provider on 2/**/14 and the second, at the end of the call, when the agent asked for your forwarding address, you indicated you were not moving.

We do train our agents to listen for indicators, since most people do not know the industry ‘lingo’.  I determined from the call you were attempting notify us that you were switching away.  Because of this misunderstanding I will reimburse you for the move-in fees that you have incurred.  Please send me the invoice, once you receive it,  to the email address I provided in our phone conversation and I will take care of this right away. 

 

For future reference, when you are switching to another provider, as longer as you are within the 14 day window at the end or your contract, you do not need to contact your current provider and notify them you are leaving.  The process is to be handled seamless behind the scences for the customer, that way the customer only has to make one call.  Once again I apologize for the inconvenience of this situation.

If you have any additional questions regarding this issue please feel free to contact me.

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up 02/**/2014 online for Bounce Energy electricity (transferring from an existing provider). Ever-since I have not heard from this company. Most of their phones are bogus, as there is no response. Only one number has a recording and even that does not end up in connecting to a human voice. I am stuck and don't know if I am in or out. Or, will I have to suffer my existing company for another expensive month. It is highly disappointing. Is this company still in business? Thank you.

Desired Settlement: I want to be contacted by someone responsible from Bounce Energy to explain this behavior.

Business Response:

Good afternoon, *** ******,

Thank you for your inquiry.  I want to sincerely apologize for the frustration you have experienced with attempting to place an order with Bounce Energy.  We receive hundreds of orders everyday and have not had any recent problems.  The address you have listed in your complaint ***** ***** ****, is a multiunit dwelling and we are the REP of Record at a few of the apartments there already.  If you entered the address without a unit number as you have in your BBB complaint your order would not go through, you would have been prompted to supply us with an apartment number.  All of our phone numbers work as well, although we have had high call volume recently due to high bills caused by the cold weather in December and January.

At this time, I do not show an order in your name or with the phone number you have listed.  As I stated above, the address you listed in your complaint is a Multiunit Dwelling.  I looked under the address and did not see your name or any orders placed on 2/*/14 for that address, therefore, services with Bounce Energy will not start until you supply a correct order. 

If you wish to call in and speak with a supervisor you can dial ************.  I did attempt to call you this afternoon.  I left my direct line on your voicemail.  Please feel free to contact me with any additional questions or concerns you may have.

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sign up with Bounce Energy over a year ago, since then I have paid all my bills on time and after 12 consecutive payments I could select a visa gift card for $50.00 or a $50.00 credit to my account in $10.00 increments each month, I choose the $50.00 visa card. Called customer service and was told something went wrong with the servicer that issues the rewards and I will received my card in 7-10 business days. I ordered the $50.00 visa card in October of 2013. November **,2013 emailed bounce energy and explain the issue and was told the same thing it will take 7-10 days before I receive my card. After 10 days called customer service and was told a trouble ticket was opened and she did not know why it was not closed yet, she then told me to call back and ask for the home office. During the day I cannot make calls and by the time I return home their home office is closed. Today is February **, 2014 and still no visa gift card. They promise gift items but it is very hard to collect them and their customer service is not very nice, she should have handled the issue instead she gives it right back to me. I have no idea how ** ****** rated this company best for customer service. I have read numerous complaints on the BBB sites about Bounce Energy not honoring their promotions.

Desired Settlement: I want my $50.00 visa card they promised me, if I do not receive it then I will contact the Public Utility Commission, Consumer Affairs and file a complaint. Many Thanks for your help

Business Response:

Good Afternoon, *** ********

Thank you for your inquiry.  I attempted to call you on the number listed on your account but it states the number is disconnected.  I apologized for the confusion and frustration regarding your $50 Visa Gift Card.  I am happy to help you understand what occurred on your account.

On 11/**/13 you qualified for the 12 month reward of a $50 Visa Gift Card or $50 in bill credits with your 12th on time payment.  You made your selection on the same day for the $50 Visa Gift Card. 

On 12/**/13 we received an email stating you had not received your reward.  The agent realized there was an issue with the reward and sent a ticket to have this corrected.   

On 1/**/14 you contacted us again regarding your $50 Visa Gift card.  The agent at the time attempted to call Mpell solutions to find out why you had not received a verification email yet.  Mpell was closed and the issue was escalated to follow up with Mpell.

On 1/13/14 Bounce Energy sent an email to Mpell solutions to make sure you were on the file to receive a $50 Visa Gift card.

On 2/**/14 we sent another inquiry regarding your account and the $50 Visa Gift Card.  Mpell responded that they had already sent a Visa Gift Card back in April of 2013, causing the current request to be rejected. 

I spoke with our Retention Department and advised them on 2/**/14 that the latest request was an additional selection of a $50 Visa Gift Card.  The Retention team has sent a request to Mpell Solutions notifying Mpell of the issue and to expedite the $50 Visa Gift Card for you.  You should receive an email from Mpell Solutions tomorrow, 2/**/14, or Saturday, 2/**/14.   I also requested if we could bypass the verification email and sent the $50 Visa Gift Card out as soon as possible, I have not received a response back at this time. 

In conclusion, the selection you made in November should have triggered the following events.

1.       A request is sent to our third party fulfillment group, Mpell Solutions requesting your $50 Visa Gift Card. 

2.       MPell sends you an email to verify your information, about 5 to 10 business days. 

3.       After you respond to the email a gift card is sent to you, about 4 to 6 weeks.

If you have any further questions, or wish to speak with a supervisor directly about this concern, please feel free to call our Escalations Department at ************ at your convenience.  We are glad that you have selected Bounce Energy for your electricity needs, and apologize for the issues you have had with your gift card.

Sincerely,

**** *****

Bounce Energy

*

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******


 

 

 

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BBB's Final Determination: Consumer accepted resolution offered by the business.

2/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In January 2013, I signed up for Bounce Energy to be my electric supplier under their Terrific 12 program. Bounce offered a Rewards incentive program: "Get rewarded for being a Bounce Energy customer. Earn a $25 gift card at 6 months and a $50 gift card at 12 months." Upon my enrollment, I selected the Shoppers Rewards program. I was to receive $25 and $50 gift cards (from my choice of ******* ********* ******* ******* ************ *** Companies). In April 2013, I received an email from Bounce, stating that I was 3 months away from earning my first $25 Shoppers Rewards Gift Card. To date I have not received the $25 nor the $50 card that I subsequently earned. I have contacted customer service via email on 9/13/2013, 11/2/2013 and 02/1/2014. I have received automated confirmation of Bounce's receipt of each email, but have not received any response, any explanation or any gift cards.

Desired Settlement: $25 ****** gift card and $50 ****** gift card

Business Response:

From: **** ***** ********************************
Sent: Thursday, February 20, 2014 4:25 PM
To: drteam
Subject: BBB of Houston and South Texas - Complaint #*******

Good Afternoon, Ms. ********

 

Thank you for your inquiry.  I want to apologize for the frustrations you have experienced regarding your reward selection.  I am happy to let you know that the selection is available for you to choose in your MyAccount.  I have viewed your account and show you currently have 10 payments made.  You qualify for the 6 month selection but no selection has been made at this time.  Please login MyAccount and make your selection or you can call into the call center.

 

If you have any further questions or wish for a supervisor to make the selection for you, please feel free to call our Escalations Department at *************

 

Sincerely,

 

**** *****

Bounce Enegy

 

 

Business Response:

Ms. ********

Thank you for your response.  This is what we are currently showing in our system for your selection.

 

For **** ********** *** *********** ***** ***
***** ******** Congratulations! You have qualified for our Electronics Rewards 6 month incentive! You have earned your choice of ******* ******** ******* ******* *********** *** ** ** * Companies gift cards! You must have a valid email address to receive rewards.






 
 
 
**** *****

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action.  Upon my receipt of the $25 ****** **** card that I have selected today for the 6 month reward and the $50 ****** **** card that I have previously selected for the 12 month reward, I will consider this complaint resolved.

Regards,

***** *******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In November, I called Bounce Energy to inquire about changing my current home electric company to Bounce. After taking my personal information including my social security number, I was told that I would be contacted before my power would be changed to their company. The very next day, I received a call from Bounce Energy stating that I would not be able to change to their power company because my area is in an electric co-op. I continued to receive emails welcoming me to Bounce Energy and noticed that they had my service location listed as La Marque, TX. I called and explained that they had my address wrong and that I was unable to use Bounce because of my co-op. After 2 phone calls, the representative told me that she would make that correction. When I said that I continued receiving emails, she told me that eventually the emails would stop when the company saw that I wasn't able to have their service. Last week I received a bill from Bounce Energy stating that I owe $265.76!!! With much frustration, I immediately called Bounce Energy and explained the situation. During my 48 minute conversation, the representative told me that Bounce does not service La Marque, TX. She allowed me to speak with her supervisor (********* ******), who tried to assure me that they would place a "ticket" on my account so I wouldn't receive any more mail or emails. My main concern is my credit rating and my social security information being tied to an account that isn't mine. I am concerned that there is some fraudulent activity! How did I receive a bill for an account (that isn't mine) for an address (that isn't mine and) that the company doesn't service? How did the company determine the amount of energy used at such a place? My simple inquiry for a new power company has caused much stress and great distrusting concern for me. Thank you for the time you spend correcting this issue!

Desired Settlement: I want my information completely deleted from Bounce Energy's system and the bogus bill deleted. I am concerned that it will be tied to my social security number and sent to a collection agency. I also want them to remove the inquiry on my credit if one was made. I do not want my credit affected. Their policy should be to secure the service area prior to inquiring about a potential customer's credit.

Business Response:

Good Afternoon, *** ******

Thank you for your inquiry.  I apologize for the frustrations you have experienced with your order.  I am happy to let you know that you are not responsible of any charges incurred at the address.  I have outlined the facts of the issue below:

On 11/**/13 you placed an order through a third party site, *****************

On 11/**/13 a Bounce Energy supervisor contacted you via email because the address could not be located in our system.  When you contacted our call center the agent advised you that the address was in a regulated area which Bounce Energy does not serve. 

On 11/**/13 the order went through with the LaMarque address that you have referenced.  We believe this is due to ************ sending an order for a different customer but with the LaMarque address.  Somehow that address linked to your order and started service. 

On 11/**/13 the order was moved out due to a market transaction with another provider.  You also contacted us on the same day to state that you received an email that services would begin.  The order was passed to a supervisor and the supervisor submitted an *********** **** to the market.  An I********** **** is what we submit to ensure that you are not responsible for the usage and the previous customer does not lose power.  The whole process takes up to 45 days and bill can still be sent out. 

We received a response back from the TDU on 12/**/13 stating the *********** **** process was completed and the you would not be responsible for the bill.  We are still receiving transactions for your order, but I have alerted our billing team about this issue and the bill will removed.  I have also flagged your account so they are aware that this order should not be receiving any bills and is an inactive order.

The credit check is run after the address is verified.  The address is verified when you entered your address.  If there is an issue with the address the system will allow the customer to override the address, because the ESI ID may not be in the ERCOT (Electricity Reliability Council of Texas) portal.  We allow the customer to do this to expedite the process because this may be a new address.  Bounce Energy will then reach out to the TDU to get the ESI or contact you for an address verification.  Before you click submit you agree to allow Bounce Energy to run a credit check. 

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/25/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/20/2014 Problems with Product/Service
12/31/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 1st off, get everything in email or writing from this company. Their customer service does not stand by what they say. On multiple occasions, they have lied to make me get off the phone or talk to their supervisor. e.g. "Oh, we found your missing Promo and will be applied in next month cycle." and it never shows up in system. Now my personal experience:During my 1st enrollment my $50 joining Promotion disappeared. During my 1st enrollment my $50 refer a friend bill credit was denied on the basis that 1st payment was late, even after my bank confirmed that they actually issued the check for 1st payment to reach Bounce on **** and due date was **** and delay was from Bounce side. ( I have been using Bill Pay with my Bank for over 10 years and never had late payment or missed dates. So obviously I trust my Bank. )I had called customer service after 1st enrollment to confirm both the above rewards. My 1st plan was 7 month custom plan with No early termination fees. (I can still pull that up from my plan details. But I was charged $150 early termination fees.)I rejoined as Bounce was offering $50 as "Come Back" promo and $75 as another Promo code (*******). I again, do not see those in my Promotion.Looks like Bounce is running the scam in terms of promotions.

Desired Settlement: Looking at the replies over here, it is too much to expect a realistic settlement from Bounce. But how about giving me promised $50 + $50 + $150 + $50 + $75 = $375 back on **** and please not as bill credit! If you have read review, you understand, why I have trust issues.

Business Response:

Good Morning, Mr. *****,

I hope that you are enjoying a good day.  I have reviewed your account along with a supervisor regarding the Early Termination Fee you received.  Having viewed your account, I can assure you the Early Termination Fee has been waived and the $50 Refer-A-Friend credit has been applied to your account. 

On ******** you spoke with a supervisor at the corporate office and sent her the Electricity Facts Label you were seeing on your MyAccount page.  She verified the information and passed it along to me for review.  Since the Electricity Facts Label you reviewed in your MyAccount was showing the incorrect information we have waived the Early Termination Fee. 

A refund in the amount of $205.93 was issued and sent out yesterday ********. 

If you have any additional questions, please let me know.  Thank you for choosing Bounce Energy and have a great day.

 

Consumer Response:

Better Business Bureau:

This letter is to inform you that Bounce Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on ********* ******** ** and assigned ID *******.

Today, I received check for $205 as discussed with Rep. And I am satisfied with this solution. This complain can be closed.

 

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have used Bounce Energy for 26 months (account number:*******)and enrolled in the saving reward plan. During that period I accumulated $272.94 reward. The bounce energy kept raising the price in my ares So I decided to change the provider. I called and ask them to honor my reward before I leaved. The representative agreed to send me $100 check and one $30 ******* gift card and one $15 ******* gift card. But after more than 60 days, I only receive the $15 gift card. I want all my reward back! I also suspect this company cheat on my electric meter. After I changed the company, my monthly meter read drop down almost a half, from averaging over 1000 kwh to last month 600Kwh! For a small apartment with only 900 sqft, the meter reading before is ridiculous! I was paying $125 on average all-year-long and nearly $200 during summer, which is absolutely abnormal for a small apartment.

Desired Settlement: Honor all my reward and investigate on the meter reading!

Business Response:

Good Afternoon, Mr. ****, 

Thank you for your inquiry.  I want to apologize for the frustrations you have experienced regarding the delay of your rewards and your concerns with your usage.  I am happy to let you know we found out what this issue was and have requested to have the reward check re-issued to you.  Also I am happy to inform you that I investigated your usage and you have not had usage of over 1000 kWh since ******** ** ****.  I have detailed my findings below:

Regarding your rewards,  you have selected all of your rewards at this time.  All have been received with the exception of the 2 year check you requested.  The reason you have not received the 2 year check is because you did not respond to the email that was sent out on ******* regarding the reward redemption.  We contacted our third party vendor, ***** *********, regarding your check and requested that they send it to you with out the email confirmation since you felt that you were misled.  The check will reach you at the address on your account within 4 to 6 weeks. 

In your complaint you mention a $30 ******* reward.  We do not have a $30 ******* reward.  I have listed your rewards and promotions below that add up to the $272.94 you mentioned in your complaint. 

**** *** Sale:  $32.94.  Received on invoice **************

$50 ************** Gift card.  Sent out on ******* to the address on file.

$75 **** Gift Card. Sent out on ****** to the address on file.

$15 *******  Gift Card.  Sent out on ******* to the address on file.

$100 2 Year Reward Check.  Verification email sent on *******.  No reply from the customer.  New request created on ********.  Please allow 4 to 6 weeks to receive.

 The above equals a total of $272.94 in rewards and promotions.

Now to address your usage question, according to your complaint you state that you are averaging 1000 kWh and being billed an average of $125.  This is not accurate.  You have not been over 1000 kWh since ******** ** ****.  Also you have not been billed over $125 until your contract expired on *******.  I have listed your usage and monthly charges by month for each billing period in **** below.

 

******** ** ******* = 1415 kWh, Bill Amount $141

******* ** ******* = 851 kWh, Bill Amount $95.82

******* ** ******* = 975 kWh, Bill Amount $107.35

******* ** ******* = 770 kWh, Bill Amount $88.35

******* ** ******* = 623 kWh, Bill Amount $74.69

******* ** ******* = 757 kWh, Bill Amount $87.12

******* ** ******* = 683 kWh, Bill Amount $80.25

******* ** ******* = 683 kWh, Bill Amount $80.25

******* ** ******* = 833 kWh, Bill Amount $131.39

******* ** ******* = 204 kWh, Bill Amount $39.74

Please remember that your readings are determined by your TDSP and not Bounce Energy.  Your bills increased because you started on a variable rate plan, meaning you were paying market rates, on the billing period starting *******.  Your usage and billing are available to view in your MyAccount page.

If you have any further questions, or wish to speak with a supervisor directly about your issues, please feel free to call our Escalations Department at ###-###-#### at your convenience.

 

Consumer Response:

I accept the explaination on the reward as long as I really can get the 100 check this time. On the meter reading, The true is most crazy reading happen before ********. which Bonce's reponse did not printed. However I will buy the story that Bonce does notread the meter themself. So, I think the problem is kind of settled.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, I am a customer for Bounce energy from *********.My customer number is Account number: *******. and i have paid till today without any delays and issues. When i joined took service from this company, they i was added in a reward scheme in which i will get 3% cash back for all the 12 months, if i pay the electricity bill on time for continous 12 months. On **** **** **** i moved to another apartment in the same community but continued the service from Bounce energy, without any break. During that time, bounce energy have changed my scheme to a new one, without saying that i would miss my 3% cash back scheme if i change to a new one. Bounce energy mislead me unwantedly for changing my scheme. Kindly get me the answers for the below questions.What is the need for Bounce energy to discuss with me on the new reward programs when I changed my house, as I did contact bounce energy for changing my reward program?Why didnt bounce energy representative did not inform me that my existing reward program will be cancelled if I select a new one?What is the need for bounce energy unwantedly discussing with me on the reward programs, when I am not interested in that?In which document or conversation have you mentioned this clearly?

Desired Settlement: I need my cash back amount...

Business Response:

Good Afternoon, Mr. *********,

Thank you for your inquiry.  I want to apologize for the frustration you have experienced regarding your 3% Cash Back Rewards option.  I am happy to let you know that I reviewed the original call. The agent did not inform you by changing the reward option to Bounce Energy rewards would cancel your 3% Cash Back option, so I have placed a $25 bill credit on your account for the 3% cash back reward.  The reward itself was a little over $20,so I rounded up to $25.

When you spoke with a supervisor on ******** she did inform you the correct information.  She advised you that when you transferred you service on ****** you opted into a new rewards program, Bounce Energy Rewards, thus cancelling the 3% Cash Back Reward.

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ###-###-#### at your convenience.

Sincerely,

**** ***** ****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments:  Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After renewing our annual contract with Bounce, 3 months later they charged us $200 termination fee. After realizing their mistake, they credit us by creating a seperate invoice for -$200, then have taken all other payments to apply $200 to a negative balance which only zeros out the error credit as if it never happened. Since then my current month charges are exactly $200 less than what they say I have to pay. Now they send me a disconnect notice if I don't pay the $200... 3rd supervisor (*******) states that PUC of Tx will always side with them because they (Bounce Energy) create the reports to be investigated. We are being robbed!!

Desired Settlement: Please apply proper $200 credit for their billing error

Business Response:

Good Afternoon, Mr. and Mrs. ******,

Thank you for your inquiry.  I appreciate your time this morning, and I apologize for the frustrations regarding the matter of your credit for the $200 Early Termination Fee.  I am glad that I was able to help you understand where and how you owed the $200.

On the credit note that generated on *******, the Monthly Summary page listed that you owed 129.27 for you current monthly charge.  This is because the $200 credit is on the bill itself and did not occur previously.  After looking at page 2 together, we concluded that the $0.33 cent credit was correct.  Invoice #************* provided a balance of $502.70 – when you subtract your payment of $302.79 and a credit of $200.33, this left you with a credit balance of $0.33.  When we looked at the remainder of the bill, we concluded that the $329.27 was the correct monthly balance that was owed.

You and I discussed the amount of $329.27 and determined that this was the correct balance. But since the agents at the call center and a supervisor incorrectly explained the situation to you, we decided that I would give you a courtesy credit of $150, since a supervisor already gave you a $50 bill credit.  The $150 we agreed upon will leave you with a credit balance of $50.

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ###-###-#### at your convenience.  We are glad you have selected Bounce Energy for your electricity needs.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On **** *** **** I received a bill from Bounce Energy in the amount of $299.11 stating that the account was past due. No way! I made a payment which was immediately taken out of my checking account within 15 minutes after making it, which totaled $156.07 on **** *th, which leaves (or should leave) a balance of $143.04 which is due **** **. I want to know where the money went that was taken out of my checking account, since it obviously wasn't posted to my account (which is in my husband's name ***** ******). Apparently, according to the email it wasn't posted since I was getting a past due notice of disconnection.I called the customer service, which by the way, ****** was extremely rude, and even after I gave the last four digits of my husband's social security number, he still would not verify if in fact where the payment was since it wasn't posted. I then asked for the ******* which was ******, which was no help whatsoever. My name is on the account that pays this bill and I have every right to know where my money goes!!! I didn't need any specifics on the account other than trying to find out where my money was that they took out if it wasn't posted on my account!!! I expect an apology letter not a phone call and I expect to have access to the account when I inquire of any payments that are taken out and not posted correctly, as well as I better not be charged any fees!Bounce is horrible and I guarantee you after a call to their crappy customer service my hypertension must be sky high. The least they could do is credit me a one time credit for their mistake and for my getting yelled at by my husband for not paying the bill which in fact I had!!!! But according to their email, it was pending disconnection!!!! Disgusting!!

Desired Settlement: See above charting.

Business Response:

Good afternoon, Ms. ******, 

Thank you for your inquiry. I have researched your account and can provide details of the situation as described in your BBB complaint. 

1.       On *******, Invoice ************* generated for the amount of $156.07 and with a due date of ********.

2.       Bounce Energy did not receive payment from you for this amount on or before ********.

3.       A Disconnection Notice was sent to your **** ****** ***** *** ********** ** ***** service address on ******** for the amount of $156.07 with a schedule Disconnection Date of *******.

4.       On *******, invoice ************* generated for the amount of $299.11. This amount included the past due charge of $156.07 and the current monthly charges of $143.04.

5.       We received payment on ******* in the amount of $156.07 via your MyAccount.

6.       On ********, you called in to find out why you received a Disconnection Notice. The agent could not give you any information because you could not verify the password for the Alternative Authorized Contact on the account.

7.       Your husband, ***** ******, called in to verify the balance on the account.  We verified he owed $143.04 and the amount was due on ********.

8.       Your husband also requested for Bounce Energy to remove the password for the Alternative Authorized Contact on the account and to allow you as the authorized user to use the last 4 digits of his social security number for verification.  Bounce Energy removed the password per his request. 

The reason you received a Disconnection Notice is because invoice ************* in the amount of $156.07 was paid after its due date of ********. The payment for this bill was received on *******. Thus, when the next invoice, #*************, generated on *******, it included the previous unpaid charges. The bill reflected $299.11 because your payment of $156.07 was received a day after the bill generated. 

As for the agent not releasing any information to you regarding the account, Bounce Energy security protocols have been put in place to protect our customers’ information. When setting up an account, if you are not the primary account holder, we cannot release any information to you unless you are authorized by the primary account holder as the alternative authorized contact. The primary account holder will put a password on the account or some other identifiable information that the alternative authorized contact can use to obtain information. Since you could not provide the password on the account, our agents followed the proper procedure by not releasing any information to you. At this time, your husband has removed the password and allowed Bounce Energy to use other information you can provide so that you can speak to an agent regarding the account. 

We certainly appreciate you as a customer and apologize for the inconvenience and frustration you experienced. We hope you respect our decision to protect your husband’s account information by requiring a password. If you have any further questions, please feel free to contact Bounce Energy Customer Service at ###-###-####. 

 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

11/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We just received a call from a collection agency stating that we owed OVER $500.00 in past due billing. We had transferred our service from Bounce in early **** **** and paid our final bill on **** ***** ****. We were also on a month to month, basically prepaid electric plan and couldn't even understand how we owed money. We called Bounce Energy, they had the last payment posted, however, both the customer service rep, and the floor **********, "********", said there was nothing in our account hat stated we transferred service providers. Odd considering I have a letter from *********** stating the change went into effect on *******. ******** was extremely rude and all but called us liars because Bounce employees NEVER make mistakes. Seriously? That's why we left Bounce, because of errors on the part of their employees! Neither Bounce employee wanted to help and had no information on how to get this negative blemish off of our credit history. We are demanding Bounce retract this collection activity at once.

Desired Settlement: Retract the collection activity at once!

Business Response:

Hello Mr. Overton,

Thank for your inquiry.  I have reviewed your account and have listed my findings below: 

1.        You signed up online through the Bounce Energy Website on ********.  You signed up for a variable (month-to-month) plan.

2.       Services started on ********.

3.       Services ended on ******.

4.       You currently have 2 outstanding bills. 

a.       Invoice *************, generated on ******* for billing period ******* ** ******* for $378.53.  This bill was due on ******.

b.       Invoice *************, generated on ****** for billing perio* ******* to ****** for $161.77.  This is a final bill. This bill was due on *******.

c.       Your total amount due is $540.30.

5.       We have not yet received payment from you.

6.       Since the payment was not received within 30 days from the final bill due date, your account was sent to collections on *******.

7.       Bounce Energy was contacted on ********, at which time you stated you switched to another provider in ****.  The agent then advised you that the charges on the account were from ******* to ******.  You were advised that if you could send in the date that services started with your current provider, we could do further research on the account.

8.       I verified the information with the Electricity Reliability Council of Texas.  According to the Electricity Reliability Council of Texas you requested to switch away from Bounce Energy on ****** and your request was accepted and fulfilled by your new provider that same day. 

Bounce Energy appreciates you as a customer and we apologize for the confusion and frustration that you are experiencing.  The balance of $540.30 is a valid charge.  You can contact our call center or the collection agency to set up a payment arrangement.  If you have any further questions, please call Bounce Customer Service at ###-###-####.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Bounce Energy is incorrect as to the dates of service change. This has been reported by other consumers who were charged by Bounce after switching services. I have faced them the change paperwork and they still insist these are valid charges when in fact they are not. 

 

 

Business Response:

Mr. *******, 

I have read your response and can provide the following information.  This information comes directly from the Electricity Reliability Council of Texas (ERCOT).  The information is for  your ESI,  **********************, and premise, **** **** **  ********** ** *****.

Your current provider sent an enrollment request to ERCOT on ****** at 10am to switch services.  ERCOT sent the switch registration notification to *********** (your TDSP) as soon as it received the enrollment request.  *********** sent your current provider historical usage for your premise at 10:57am.  A switch notification response was sent from  *********** to ERCOT at 11:06am.  ERCOT sent the premise information and enrollment response to your current provider as soon as it received the switch notification response.  At 11:07am ERCOT sent Bounce Energy a drop due to switch request to occur on ******.  *********** reported an Initial Meter Read notification to your current provider at 5:39pm on ******.  *********** reported final usage to Bounce Energy at 2:56am on ******. 

According to the information listed above your current provider requested a switch on ****** at 10am and the request was worked by 5:39pm the same day. You currently have 2 past due invoices with billing dates from ******* ** ******* (invoice - *************), and ******* to ****** (invoice - *************) for your services with Bounce Energy.  These fees are valid fees.   If you have information that shows the Electricity Reliability Council of Texas information is incorrect, or wish to discuss this matter further,  please contact our call center at your earliest convenience, **************. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/8/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bounce energy decided to double my bill. I asked for help and received none. I am struggling and can not afford to pay $400 a month for several months. We have been living in a hot home for months and it still has not helped to lower. In fact they doubled it to get me locked into a contract which does not save you any money.

Desired Settlement: Would like to be charged what my rate should be and not doubled.

Business Response:

Hello Ms. *****,

Thank you for your inquiry.  I have reviewed your account and found the following information.

1.       You signed up for service on ******* through our call center.  You selected the Terrific 12 plan, which is a 12 month contract, and services started on *******.

2.       The Terms of Service for your plan states the following:

a.       Your contract term is set forth in the EFL. Your service with us will begin on the date of your first meter read following your confirmed enrollment with us and will continue for the period stated in the EFL.  Thereafter, your service with us will continue on a month-to-month basis, until you select another Bounce Energy electricity product, switch to another REP, or your service is terminated or disconnected by us.

3.       The expiration date of your plan is on all of your bills while you are under contract.  The expiration date shows that your plan was to expire on *******.

4.       Bounce Energy sent you a renewal letter via USPS mail on ******* notifying you your contract was set to expire on *******.  You were also sent an renewal email on ****** notifying you about your contract ending on *******.

5.       Your 12 month contract expired on ******* and you were moved to a month-to-month plan as explained in your Terms of Service.

6.       On ******* You contacted our call center to inquire about your increasing bill.  The agent informed you that you were on a month-to-month plan at 15 cents/kWh.  The agent offered to put you back into a fixed rate plan, but you decided you would go with another company.

7.       You are still on a month-to-month plan.

8.       You currently have a past due balance of $252.84 and a current bill due on ******* of $212.67.

We at Bounce Energy certainly appreciate you as a customer, and apologize for the confusion and frustration you are experiencing.  We will gladly get you signed up on a fixed rate plan, but you will need to talk to one of our customer care agents.  If you have any further questions, please feel free to contact us directly at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB

10/12/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bounce Energy advertised 9.8 cents per KWH. They charged this plus an extra $70.40. They misrepresented their rate as being competitive (9.8 cents). They are billing for their rate plus Oncor's actual energy cost.

Desired Settlement: Refund the $70.40 and forgive the cancellation fee.

Business Response:

Good morning, *** *****, 

Thank you for your inquiry. I apologize for the delay in my response to your BBB complaint, as well as your frustration with the rate you are paying to Bounce Energy. I am happy to help you understand your rate and billing.

On ******, you renewed your service with Bounce Energy online to the Custom Plan for 18 months. The plan  you selected has an energy rate of 6.6102 cents/kWh. This is the amount that Bounce Energy charges you for your usage. We also assess a Base Charge of $6.95 if you don’t use over 2,000 kWh in a billing cycle (and $9.95 if you don’t use over 250 kWh in a billing cycle).  ***** (the TDSP/utility company for your area) charges you 2.8876 cents/kWh along with a flat monthly delivery fee of $6.48 to transmit and deliver energy to your home. 

The rate of 9.8 cents that you saw when you renewed is an average rate based upon 2,000 kWh of electricity usage.  The monthly TDU Delivery fees are bundled into that rate, but Bounce Energy un-bundles these fees on the bill.  Bounce Energy bills you for your actual usage, and we pass through the TDU Delivery Fees to you with no markup. 

In general, the average rate is calculated by adding together the Cost of your Usage, Base Charge from Bounce Energy, and any ***** recurring fees, then dividing that by the number of kWh you used in a billing cycle. 

By renewing your plan online, you selected a box confirming your renewal and that you read, understood, and agreed to the Terms of Service and Your Rights as a Customer, Electricity Facts Label documents, and other disclosures relating to your enrollment for service.

Bounce Energy is charging you an energy rate of only 6.6012 cents/kWh, and then you are being charged the corresponding TDU fees by *****.  Your average rate would be be 9.8 cents/kWh if you use exactly 2,000 kWh in a billing cycle. 

At this time, I have waived the Early Termination Fee as a courtesy to you for being a loyal customer for as long as you have. If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at ************ at your convenience.  We are glad you selected Bounce Energy for your electricity needs, and we are sorry to see you leave. 

Sincerely

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/11/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: NEVER EVER AGAIN! STAY FAR AWAY! This is the worst company I have ever had to deal with. They ended up having to waive the cancellation fee on my bill because they got tired of hearing my pain and basically their attitude was like they were not going to send me what I was owed and got tired of arguing with me. They promise and certainly do not deliver. They advertise things you will never see and then argue with you basically calling you a liar and try to tell you to call the other companies that you signed up with through their company. So you run around like a dummy, not this girl right here! The rates are good but what good are rates when their customer service is NEGATIVE 100 and they lie about everything they advertise. They do not send you anything they tell you they are going to send. If I could rate them Negative 100, I certainly would!

Desired Settlement: They should have sent me what I was promised as an incentive to sign up. They promised me $200 (because I also signed up for ******* through them) and then they also have failed to send me my $50 ************** card as part of their loyalty rewards program.

Business Response:

Good afternoon, *** *********,

Thank you for your inquiry.  I want to apologize for the frustrations you have experienced regarding your promotions and rewards.  I have reviewed your account and found the following

-          You signed up for service with Bounce Energy on *******.  On this same day you signed up for *******.  The promotion was for a $100 **** gift card.  You were also give an $25 bill credit for signing up for ******* by the agent a courtesy.  The $25 bill credit was on invoice *************.

-          On ******* you called to inquire about the ******* gift card.  At the time you said it was $200, but the agent informed you it was only $100.  The agent sent an inquiry to find out what happened with the ******* $100 gift card.  The agent submitted a ticket on your behalf.

-          On ****** the ticket was responded to stating you did not qualify for the $100 gift card.  The agent did not follow up with you with this information. (I do not know why this was stated, because you did qualify for the $100 **** gift card)

-          On ******* you selected the $50 ************** gift card.

-          The ************** gift card was mailed out on *******.  The code for this card is **********.

-          On ******* an email was sent to you stating we would apply a $100 bill credit to your account in lieu of the $100 **** gift card if you agreed.  You were not satisfied with this resolution.

-          On ******* an agent offered to let you out of your contract, waive the Early Termination Fee, and give you a $25 bill credit.  You agreed and these credits were on invoice *************.

-          On ******* you switched services to another provider.  Since you are no longer a customer of Bounce Energy you do not qualify for any additional rewards.

All rewards to date have been fulfilled.  The $50 ************** was sent out and the code for the card has been provided above if you still have not received the mailing for this reward.  Since you have not received your $100 **** gift card for purchasing *******.  I have requested that a $100 gift card is purchased and sent out.

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.

Sincerely,

**** *****

Bounce Energy

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  Once the action is taken (IE the gift card is received) then I will be satisified and will accept the offer from the escalations team as resolved.

Thanks!

Regards,

******* *********


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments:  Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/4/2013 Problems with Product/Service
10/1/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have never seen the electricity service like Bounce energy, which really played the billing trick very well. Advertising the good nominal electricity price, and then add as much as possible fees, with a good name TDU price. I have a few months, $30 power usage plus another at least $30 TDU prices.In addition, Bounce energy plays the trick by changing the meter reading date, in order to charge additional fee. I am really speechless to talk about this cheating company.Anyway, I finally end my contract and move on to another company. Now Bounce energy charges me two statements with $15.21, which I would never pay. Hope someone will take care of this.

Desired Settlement: Hope someone will solve and refund the bill. Otherwise I will call the credit card company.

Business Response:

Good afternoon, *** *****, 

Thank you for your inquiry. I do apologize for the confusion and frustration you are have experienced with your billing situation. I am happy to help you understand the charges on your bill.

The TDSP fees you see on your invoice have been there since you signed up for services with Bounce Energy online on *******. Your most recent contract with us was a renewal that you processed yourself online on *******. By placing these orders online, you clicked a checkbox that confirmed your enrollment for service, as well as confirming that you read, understood, and agreed to the Terms of Service, Your Rights as a Customer, and Electricity Facts Label documents, as well as other disclosures relating to enrollment for service. 

I have attached your most recent EFL for your review. According to this EFL, Bounce Energy charged you 6.3046 cents per kWh and a Base Charge of $6.95 if you don’t use over 2,000 kWh in a billing cycle (and $9.95 if you don’t use over 250 kWh in a billing cycle). *********** (the TDSP/utility company for your area) charged you a flat monthly delivery fee of $9.45 and a 3.4862 cents per kWh to transmit and deliver energy to your home. 

Please understand that *********** as the TDSP/utility company for your area is fully regulated by the Public Utility Commission of Texas and all of its charges being billed are approved in the company’s tariff through public rate cases brought before the PUC. The fees charged by *********** are assessed to recover costs for the delivery of electricity in your area. Bounce Energy does not include these fees in our energy rate on your monthly bill so that you as a consumer have a better understanding to where your money is going. Bounce Energy passes through the *********** fees to you without any markup. 

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ###-###-#### at your convenience.  We are glad you selected Bounce Energy for your electricity needs and we are disappointed that you have decided to switch to another provider. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We decided to switch our electricity to a variable rate plan from Bounce because of the low rate. We found that the low rate only pertained to a partial month for the first month in the program. After signing up our rate tripled within 2 months of service. At that time in late **** I called and spoke with a rep at bounce who told that she would change me to an alternative variable rate program that would not go over 13.6 cents ever. I was reassured that the lower rate of 12.9 cents/kWh would begin on my ****** bill but when I received this bill the rate remained at an awfull 14.5 cents. After countless phone calls and emails, I got an email with instructions on how to get in touch with an account service manager. When I spoke to the manager she was apologetic and said she would look into it and call me the next day. I did not receive any calls on that day. I have cancelled my payment that is due on ****** **** as it is not for the rate I was promised.Please help me to get a credit or a change in the cost/kwH to be what I was promised.(12.9cents/kwH) not 14.5 cents/kps for a $540 dollar bill last month, more than twice as much as any bill we have ever had in this house. Also, we would like management to call back and communicate when they have promised to do so. Sincerely,

Desired Settlement: Retroactive Bill change to promised rate and communication from management

Business Response:

Good morning, *** *****,

Thank you for your inquiry.  I apologize for the confusion and frustration with your rate. I am happy to help you understand what is occurring on your account. 

On *******, you signed up for service with Bounce Energy on the Thrifty Saver Promotional plan through BounceEnergy.com, requesting a start date of *******. The Thrifty Saver Promotional plan offers a promotional rate that is only good for the first billing cycle. A billing cycle can be anywhere from 1 day to 34 days in length, and it is determined by your TDSP, Oncor, not by Bounce Energy.  When you signed up for service online, you selected the check box that states the following:

“I confirm my enrollment for service and have read, understand, and agree to the ‘Terms of Service’ and ‘Your Rights as a Customer’, Electricity Facts Label documents and other disclosures relating to my enrollment for service.” 

Your Electricity Facts Label states the following about the plan you selected.  “This promotional price under this plan as stated above is only available to new customers enrolling for the first time with Bounce Energy.  Following your first billing cycle, this promotional variable rate will transition to our standard rate for this plan.”

Your first bill generated on ****** with a billing cycle of ******* to ******.  On this first bill, your energy rate was 2.6078 cents/kWh with an average rate of 6.1232 cents/kWh.  The bills following this invoice were on  the standard rate for this plan as indicated by your EFL. 

On *******, you contacted Bounce Energy to get options to change your plan.  You and the agent discussed rates, and you chose the Smart Saver plan with an average rate of 12.9 cents/kWh when using 2000 kWh.  The agent advised you the rate plan would start on 8/2/13.  You agreed to all the terms of this plan.

On ******, you removed your Auto Pay from your account. 

On ******, a bill generated for the billing period ****** to ******.  This bill was due on ******* and was paid via credit card over the phone on *******. You also sent us an email on ****** inquiring about your bill. A supervisor attempted to contact you the same day to let you know your new rate had gone into effect as of ******, but we were unable to reach you.

On ******, you spoke with a supervisor that informed you the rate increased, due to the fact you were on a variable-rate plan.

In conclusion, the plan you selected on **********, Smart Saver with an average rate of 12.9 cents/kWh at 2000 kWh, went into effect on ****** as the agent indicated to you during your enrollment.  The bill in which you mention in your complaint is for ****** to ******: you did not see the rate change on this bill because it was generated before your new plan went into effect.  The next bill you receive will show an energy rate of 9.6964 cents/kWh with an average rate of 12.9 cents/kWh at 2000 kWh. 

Also, please be aware that the Smart Saver plan can increase as well, month to month.  Your new EFL specifically states: 

“Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may increase by no more than 10 percent from month to month.  Please review the historical price the product available at www.bounceenergy.com/historicalefls or call ###-###-####.” 

With your current rate at 12.9 cents/kWh at 2000 kWh, your rate for next month cannot increase higher than 14.2 cents/kWh at 2000 kWh. 

If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at ###-###-#### at your convenience.  We are glad that you selected Bounce Energy for your electricity needs, so we want to be as helpful as possible when you have questions, comments, or concerns.

Sincerely, 

**** *****

Bounce Energy

 

 

From: Russ Congi
Sent: Thursday, August 22, 2013 11:08 PM
To: Adam Newton
Subject: BBB Complaint James Ewing 1391185

 

Good Afternoon, *** *****,

 

Thank you for your inquiry.  I apologize for the confusion and frustration with your rate.  I am happy to help you understand what is occurring on your account.

 

On 3/19/13 you signed up for the Thrifty Saver Promotional plan through Bounce Energy.com with a start date of 4/15/13.  This is a promotional rate plan and is good for one billing cycle.  A billing cycle can be anywhere from 1 day to 34 days.  The billing cycle is determined by your TDSP, Oncor, and not by Bounce Energy.  When signing up online you selected the check box that states the following:

 

‘I confirm my enrollment for service and have read, understand, and agree to the ‘Terms of Service’ and ‘Your Rights as a Customer’, Electricity Facts Label documents and other disclosures relating to my enrollment for service’

 

Your Electricity Facts Label states the following about the plan you selected.  ‘This promotional price under this plan as stated above is only available to new customers enrolling for the first time with Bounce Energy.  Following your first billing cycle, this promotional variable rate will transition to our standard rate for this plan.’

 

Your first bill generated on 5/7/13 with a billing cycle of 4/15/13 to 5/3/13.  This first bill, your energy rate was 2.6078 cents/kWh with an average rate of 6.1232 cents/kWh.  The bills following this invoice were on  the standard rate for this plan as indicated by your EFL. 

 

On 7/29/13 you contacted Bounce Energy to get options to change your plan.  You and the agent discussed rates and you chose the Smart Saver plan with an average rate of 12.9 cents/kWh when using 2000 kWh.  The agent advised you the rate plan would start on 8/2/13.  You agreed to all the terms of this plan.

 

On 8/5/13 you removed your autopay from your account. 

 

On 8/6/13 a bill generated for the billing period 7/3/13 to 8/2/13.  This bill was due on 8/22/13 and is currently past due. You also sent us an email on 8/6/13 inquiring about your bill. A supervisor attempted to contact you the same day to let you know your new rate had gone into effect as of 8/2/13, but we were unable to reach you.

 

On 8/8/13 a you spoke with a supervisor that informed you the rate increased due to the fact you were on a variable rate plan. 

 

In conclusion the plan you selected, Smart Saver, with an average rate of 12.9 cents/kWh at 2000 kWh went into effect on 8/2/13 as the agent indicated to you during your enrollment.  The bill in which you mention in your complaint is for 7/3/13 to 8/2/13, this is why you did not see the rate change.  The bill you received was before your new plan went into effect.  The next bill you receive will show and energy rate of 9.6964 cents/kWh with an average rate of 12.9 cents/kWh at 2000 kWh.

 

Also, please be aware that the Smart Saver plan can increase as well, month to month.  Your new EFL specifically states:

 

‘Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may increase by no more than 10 percent from month to month.  Please review the historical price the product available at www.bounceenergy.com/historicalefls or call ###-###-####.’

 

With your current rate at 12.9 cents/kWh at 2000 kWh your rate for next month cannot increase higher than 14.2 cents/kWh at 2000 kWh.

 

If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at ###-###-#### at your convenience.  We are glad that you selected Bounce Energy for your electricity need, so we want to be as helpful as possible when you have questions, comments or concerns.

 

Sincerely,

 

Russ Congi

Bounce Energy

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****

There was no confusion regarding the rate of my account. I understand it very well. It is the conduct of your company and sales team to which I take offense.

On *******, I contacted Bounce Energy to find out if I had any options to change my rate and to let bounce know if it did not change I would be switching to another energy company. The agent discussed rates, and I chose the Smart Saver plan with an average rate of 12.9 cents/kWh when using 2000 kWh with assurance that this would be immediate and applied to my upcoming bill. The agent advised me the rate plan would be valid for my upcoming bill, not start on ******. Your statement regarding this was incorrect. I agreed to all the terms of this plan after being assured that it would be valid for my upcoming bill. Bounce did not live up to what the agent said would happen and billed me at the higher rate. I was given false assurances that the rate would decrease for the bill on ****** in a blatant attempt at getting me to not change energy companies.

In conclusion, Bounce energy and its sales associate did not live up to their agreement. Buyer beware. I will be changing energy companies shortly and advise all to avoid this company or it will cost you.

With much regret for having chosen Bounce energy

Truly Yours,

***** *****

Business Response:

Here is our response to *** *****:

Good afternoon, *** *****,

 

Thank you for your response. I again want to apologize for the frustration you have experienced with your rate. I am happy to help you understand what transpired on the enrollment call you placed on *******, as it has been reviewed.

 

·         As you stated, you were trying to change your rate before you switched to another company.

·         The agent advised you that the variable-rate plan that most interested you – Smart Saver – currently had a rate of 12.9 cent/kWh.

·         The agent read the disclosures for this plan to you and stated the following: “Your plan change and re-enrollment will be effective as of your next meter read date, which we estimate to be ****** ** ****. Your contract term will start approximately as of ****** ** **** and does not have a specified end date. This is a month-to-month service plan which you may cancel at any time without penalty.”

 

At no point in the conversation does the agent state the rate will be reflected on your next invoice.  The invoice you mention in the complaint is for the billing period ****** to ******. Your new plan rate started as indicated in the enrollment process on ******.

 

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience.  We are glad you have selected Bounce Energy for your electricity needs.

 

Sincerely,

 

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/17/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom this may concern:I entered into agreement with bounce energy, they were suppose to send me a 50.00 reward for becoming a new customer if I payed on time, so I called they told us that we would receive a email in 8 to 10 daysJust to click on and confirm this was our email. So we did wks past but no 50.00 dollar **** card so I called, and told them we hadn't received our gift card, they said that we didn't follow the link, and fill out all the questions!We were not told to do that, so she said they we resubmit our gift card, that we would receive a email in 8 to 10 days, still no email!!!So I called again and they said it had t reached corporate yet so they called and resubmitted it, look for a email in 8 to 10 days still no email, and in the mean time our bill said we were up for another reward $50 restaurant or movie tickets, so I called and requested $50 restaurant reward she said we would receive this in 4 to 6 wks in the mail still no $50 dollar restaurant reward gift card!Today I received a letter stating we hadn't paid our bill, it's auto pay, the same way we have been paying this bill since we signed up,I looked at my credit card statement and this payment was charged to my credit card!!!So I started looking back, we started out paying month to month with them, so I decided to sign up for a yr. she said she was going to give us $25.00 credit on our next bill for signing up for a yr. and we have still not received this!!I want everything that this company has promised to give if we paid on time, $50 reward for signing up, $50 restaurant card $25 signing up for a yr. this company advertises these rewards and its false advertisement they have not delivered on anything they promised! I am truly disgusted, you jump through all of these hoops which is a hassle hrs. on the phone to get these rewards, and you never receive them Sincerely yours****** *****

Desired Settlement: $50 **** card $50 restaurant card $25 for signing up for a yr.

Business Response:

Good afternoon, *** *****,

I hope that you are enjoying a good day. Having viewed your account, I see that ********* took care of your rewards issues on ******. Below, I have listed what has taken place on this account as of ****** regarding your rewards situation.

-          On ******, a ticket was submitted to have the verification email from ***** ********* resent to you so that you could receive your $50 **** Gift Card.

-          The agent sent an email to you containing instructions on how to claim your reward from ***** after you receive the verification email.

-          The agent verified that an $50 ************** gift card was to be sent out.  Your ************** gift card code is **********.

-          The agent verified the $25 bill credit for renewing was placed on the bill issued on ***** ** and an email was sent for this as well.

-          The agent attempted to follow up with you on ******, but you were unavailable and a message was left.

At this time, if you are still having issues with the ***** rewards confirmation email, please let us know.  We would like to rectify this issue for you as soon as possible so that you can receive the reward you have earned.  I have also confirmed that your ************** gift card code has been sent to you as well. 

As for your Auto Pay issue.  It appears that the Auto Pay credit card previously on file for your account was removed online on 6/6/13. You have been re-enrolled in Auto Pay as of ******.

If you have any additional questions, please let me know.  Thank you for choosing Bounce Energy and have a great day. 

Sincerely,

 

**** *****

Bounce Energy Customer Service

Consumer Response: I have not received a email from ***** about the $50 reward ****! If I had I wouldn't be sending this email, I have received the $50 restaurant crest and the $25 dollar credit on my bill! If they can show the email from ***** I would like to see it, because I have not received this! Thank you ****** *****

Business Response:

Good afternoon, *** *****, 

Thank you for your response. I apologize for the confusion and frustration regarding your $50 **** gift card. I have reviewed your account and show that you were re-qualified for the ***** card on ******. I do not know why they have not sent you an email, so we have personally sent a $50 **** Gift card to you on ******* to your **** ******* **** *** ********** ** ***** billing address. 

If you have any further questions, or wish to speak with a supervisor further about these concerns, please feel free to call our Escalations Department at ************ at your convenience.  Thank you for selecting Bounce Energy for your electricity needs.

 

Sincerely,

 

**** *****

Bounce Energy

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****


 

when I read that that bounce said I had received $50 gift card that I didn't get, I called ********* directly, she is the one who went the extra mile, to ensure that I got the **** card!

I suggest you get more people like *********, because your customer service is awful!

Give ********* a raise, and tell her I appreciate all she's done.

Thank you

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

9/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged by Bounce energy twice for a bill. I called them and was told my refund would take 3-5 business days. It has been 8 days and I have still to receive my refund. I was told by customer service my refund was complete and would be in my account yesterday, after waiting I called back and was told my refund had not even been started yet. Today (Saturday) I called again and was told once again my refund was complete and would be in my bank today. Still nothing! I do not appreciate being lied to!!!

Desired Settlement: I want my refund of 302.06 back in my bank account and would like some kind of compensation for the hassle and lies that I have been told. Because of their inability to do the right thing, I have not been able to pay other bills until I receive this money!

Business Response:

Good Afternoon, *** *****, 

Thank you for your inquiry.  I want to apologize for frustrations you have experienced regarding the delay in refunding your payment to you.  I am happy to let you know that as of *******, the funds have been fully refunded to your credit card.  Below, I have outlined the details of your issue. 

On *******, Bounce Energy received two (2) payments from you made through the MyAccount portal.  A payment of $302.72 was received at approximately 10am and then again at approximately 12pm.

On *******, you contacted our call center to inform us of the double payment.  A ticket was created to refund the second payment of $302.72. 

On *******, you contacted our call center to find out the status of your refund.  The agent advised you this was still being worked on and that the process typically takes 3 to 5 business days. 

On *******, you contacted our call center to check the status of your refund.  The agent emailed the corporate office for the status and stated someone would call you back. 

On *******, you contacted our call center to check on the status of your refund. At the times of your calls, there was no update from our billing department; however, the ticket that created for your issue was updated at 3:18pm to show your card had been refunded $302.72. 

On *******, you contacted our call center to check the status of your refund.  You were advised that the refund occurred on *******.  Later in the afternoon, email correspondence advised you of the same information and gave you a $25 bill credit for the inconvenience.

If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ************ at your convenience. 

Sincerely,

 

**** ****

Bounce Energy

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ***** 

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

8/19/2013 Billing/Collection Issues | Complaint Details Unavailable
8/15/2013 Billing/Collection Issues
8/10/2013 Advertising/Sales Issues
7/19/2013 Problems with Product/Service
7/1/2013 Problems with Product/Service
6/24/2013 Billing/Collection Issues
5/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 4-18-13 I contacted Bounce via email to enroll me in their electric energy plan because I was moving. Their price was *** *****/kWh and they emailed me a contract. After I moved in, I called **** to find out if I was enrolled with Bounce Energy and was told they never sent any notification. I contacted Bounce NUMEROUS times via both phone and email and was consistently told their computer system was down and my enrollment would occur ASAP. Apologies were extended, but nothing happened. Again, after countless phone calls and emails, I discovered I had been re-enrolled at a rate of*** *****/kWh. When I called and asked them to honor the contract or cancel it, they refused to respond.I am a **-year-old widow of a veteran. I have worked over *** years and am still working. I have complained to the PUC as well as you. Please help me to either get the rate I was contracted with or enable me to cancel and get another electric provider. Your help would be very much appreciated.Thank you

Desired Settlement: Either by keeping the original contract price of *** *****/kWh OR allowing me to cancel immediately so I can find another provider.

Business Response:

Good Afternoon, *** ********Thank you for taking time to speak with me last Friday. I want to first apologize for your frustrations with the rate you believed you were receiving. I have reviewed your account, and while I do see that the original rate was put at *** per your request; unfortunately, I also see you canceled the order. 

When you initially signed up with Bounce Energy on 4/18/13 through a third party site - **************** - you selected the ******** ** **** ** * **** ** *** **nts/kWh. This order was rejected by ***** **** informed us that the account number you provided during the signup process was not an active account number.

On 5/6/2013, you contacted us since you had not received anything from ****.  The supervisor you spoke with that day advised you that the order you placed on 4/18/13 was canceled by **** and that she would resubmit the order.  On 5/9/13, you called in again and spoke to another supervisor.  You advised the supervisor that you did not agree to the rate of *** *ents/kWh for the Terrific 12.  That supervisor sent a request to have your rate adjusted to *** *****/kWh as requested.  The same day you requested to cancel the order, so we have sent the cancellation order to **** for your 5/6/13 order as you requested.

In our conversation, you and I discussed the fact that we have placed a cancel request for your order. Bounce Energy is still waiting on a response from **** to determine if the order was indeed canceled. We decided to wait for the **** confirmation before proceeding any further with your account. I did advise you the 8.3 rate would be honored once we have the transactions on your account have been straightened out. Furthermore, you have my direct line to contact me at any time regarding this issue.

If you have any further questions, or wish to speak with me directly about this concern, please feel free to contact me directly at your convenience.  We are glad you selected Bounce Energy to supply your energy, and we again apologize for this confusing situation.  Please let me know if you have any additional questions. 

Sincerely, 

**** *****

Bounce Energy

Consumer Response:

[* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******

 

 I accept the resolution from Bounce Energy.  ************** *** ****** ** ******* ** *** ******* **** *********

Thank you for your assistance. 

 

***** ******* *** ***** ****** ***** ****** ** *****

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Bounce Energy as my electricity provider because of their rewards program. I was in particular interested in their free companion airfare which was promised after paying on time for a number of months. When I reached that time period I immediately requested the reward. It took two phone calls to have my request heard in the fall of 2012. I was supposed to receive the reward in 6-8 weeks. I called them again in the beginning of January. The person I spoke to said they no longer work with that reward vendor and that my paperwork had been messed up. She encouraged me to take the $15 dollar ********* reward instead of the free airfare. When I refused she told me that they would have to re-do my paperwork and it would take several weeks. It is now the end of April and I STILL have not received this reward.

Desired Settlement: I simply want my free companion airfare or something of equivalent value.

Business Response:

Good Afternoon, Ms. *****,

I hope you are enjoying your day today. At this time, I have reviewed your BBB complaint regarding the delay in receiving your Companion Airfare Certificate. I can confirm that a Bounce Energy representative has contacted the third-party vendor responsible for the Companion Airfare Certificate and asked for your reward to overnighted to you.  You can also call the vendor at 1-************ for more information about your reward and how your reward can be redeemed.  I did receive your message stating you knew the certificate was going to be overnighted to you. 

Please be advised that Bounce Energy has not worked with this vendor since June of 2012.  On occasion, we will reach out to them and request a Companion Airfare certificate for a customer, much like we have done in your situation.  If you have any additional questions regarding your companion airfare please contact me directly.

 

Sincerely,

**** *****

Bounce Energy

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

********* ***** 

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined Bounce Energy's 3% cashback reward program since early 2012. The program is said to reward 3% cashback of each mongth's bill amount if the customer pay the bill ontime for 12 consecutive months. I think I have fulfilled the term sucessfully and I did see over $30 reward accumulated in my account. I called in March and was told by a rep that I did qualify for the cashback and it would be applied to my account next month. Now I received April bill and that isn't happening. I called again this morning but this time a rep said she could leave some note in my account for corporate office to review but she would not be able to honor the cashback to me.

Desired Settlement: honor the cashback I've earned

Business Response:

Good Morning, *** **,

 

Thank you for your time on Friday. I have listed the facts we discussed on Friday morning. 

-          You initially signed up for Bounce Energy on 10/3/11 with a service start date of 10/13/11

-          You enrolled online using a Refer-A-Friend code and selected the Bounce Energy Rewards Program

-          You renewed your contract on 6/7/12 with the Cash Back 6 Plan.

-          By choosing this plan, you chose to be moved to the Cash Back Rewards Program, and this rewards program went into effect on 6/7/12.

-          The 3% cash back you earn with the Cash Back Rewards is rewarded within 1 to 2 billing cycles after you have made 12 consecutive on-time bill payments. 

-          At this time, you have made 9 consecutive on-time bill payments for this reward program.

-          You will be rewarded your 3% cash back once you have qualified for the reward.

If you wish to discuss this matter further, please contact me directly at the phone number I provided. 

 

Thank You,

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They advertise rewards for customers who make on time payments and I was up for a free companion airplane ticket that I never got. When I called they said that they discontinued that reward and they would give me a giftcard valued at $75.00 which I also never received. Althought the company sent me an email stating that I had received that reward. Spoke to manager and they gave me the runaround for over a month and in the end they told me that the email the company sent me was sent in error. So where is my reward? The worse thing is that they convinced me to Renew my contract with the promise that they would send me the giftcard and now I'm locked in with this AWFUL company and I have no giftcard. They refuse to wave the contract cancellation fee. I am not happy and they make false claims.

Desired Settlement: Honor my gift card offer or let me out of the contract

Business Response:

Good Morning, Ms. *****, 

Thank you for your inquiry to Bounce Energy. At this time, I have viewed your account and can provide the following information:

1.       - You signed up for service with Bounce on 3/31/11.  At that time, you selected the Bounce Energy Rewards Program.

           -  You have received all your rewards to date, even the $75 gift card as your 12-month reward.

3.       -  You selected the $75 gift card on 4/13/12.

4.       - ***** (our third party vendor) confirms the gift card was mailed out on 5/10/12 and was used on 5/20/12 and 5/26/12.

5.       - You selected the $15 Wal-Mart gift card for your 18-month reward.  This was sent out on 11/5/12.

6.       - I can confirm that you have currently made 22 consecutive on-time payments to Bounce Energy, and when you make 2 more consecutive on-time payments to us, you will qualify for a free month of electricity (a bill credit reward with a cap of $100).

I do apologize for the confusion with your rewards.  We no longer offer the Companion Airfare Certificate reward, due to overall customer dissatisfaction with the reward.  Also, in January of 2013, I see that agents attempted to re-qualify you for the $75 gift card, as you stated you had not received that reward. Unfortunately, because the agents did not thoroughly review your account, they attempted to re-qualify you for a reward that you had already received.  A supervisor spoke with you on 2/12/13 and advised you that you already received your $75 gift card and all of your rewards have been honored.  The supervisor also stated she would waive your Early Termination fee if you found a new provider by 3/2/13.

I do hope you choose to stay with Bounce Energy.  Due to the confusion regarding your account in January and your excellent payment history, I have added a $25 bill credit to your account – this bill credit will be reflected on your next bill.

Thank You,

**** *****
Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern, I requested service from Bounce Energy during a their promotion which was for a $50 **** gift card during a specific time frame. I have given their office a call twice to check the status of my gift card because within the last three months of their service I have yet to receive a gift card. I am being told that I signed up with a third party website and entered a promotion code for "refer a friend" which replaced the $50 **** gift card. However, this is not true as I would NEVER go through a third party website to set up ANY services with my personal information. I was never refered or refered anyone. On the first phone call, a representative informed me that my gift card was schedule to be mailed within a couple of weeks. I called back today and spoke with a representative, supervisor, and corporate employee and neither one of the ladies offered any resolution or offered to research enrollment to solve the matter. Instead they keep telling me that I signed up for their services through a 3rd party website, which is not true. Bounce Energy cannot even tell me which 3rd party website I "supposedly" signed up through which makes me feel like this was a scam to get customers and false advertisment. I would apperciate if I could get my $50 Visa gift card for signing up with their company.Thanks,Ms. ******

Desired Settlement: I would like to receive the $50 Visa gift card as "ADVERTISED" instead of a refer a friend promotion. I was never refered or refered anyone.

Business Response:

Good Morning, Ms. ******,

Thank you for your time on Monday morning.  I do apologize for your frustrations with your Bounce Energy promotions.  I can confirm that at the time of your enrollment, you entered in a Refer-A-Friend promo code through our Refer-A-Friend link, and you were also able to qualify for the promotion of a $50 ******** Gift Card or $50 **** Gift Card.

The Bounce Energy Refer-A-Friend program is a way to give both the person being referred and the person who referred you a $50 bill credit.  The person being referred (the new customer) receives a $50 bill credit within 1-2 bill cycles after they pay their first 3 consecutive bills on-time.  The person who referred the new customer (the current customers) receives a $50 bill credit within 1-2 billing cycles after their friend pays his/her first bill.

In order to receive this $50 bill credit, you as the referred “new” customer must enter your friend’s unique Refer-A-Friend code at the time of sign up – you did this correctly.  Next, you will need to pay your first 3 consecutive bills on-time in order to receive the credit.  The credit will be received within 1-2 billing cycles after both the criteria are met. 

You used the Refer-A-Friend code of ******* when you signed up with Bounce. I researched this promo code on the internet, and I learned that this is definitely an account number for one of our customers. I also learned that this Refer-A-Friend number has been displayed at several coupon sites, all linking to Bounce Energy’s website.  These sites are not managed by Bounce Energy, but the person is giving out his account number so they can get credit for the referral.  On Bounce Energy’s website, you can read the about our Refer-A-Friend program at this link:  http://www.bounceenergy.com/friends-win

The promotion for the $50 ******** Gift Card or $50 **** Gift Card was also being offered when you set up service.  This promotion also requires that you pay your first 3 consecutive payments on-time for you to be eligible.  When you meet the qualifications, you can select your reward and then you will receive an email requesting your billing address.  The gift cards are mailed by a third-party vendor and can take 4 to 6 weeks to arrive after the selection. 

At this time, you have not met the qualifications for either promotion.  Your second payment was late; however, as a courtesy to you, I have marked this payment as on-time.  If you make the third payment on time, you will receive the promotions as I have described.

If you have any additional questions, please feel free to contact us.

Thank You,

**** *****

Bounce Energy

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until June 2013 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ****** 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a three month contract on ******* that did not include any auto-renewal clause. When I canceled in early December, they charged me a $150 early termination fee. They said I entered into a six month contract, which I absolutely did not.I also logged into my account online and removed myself from automatic payment when I saw the early termination fee, but they illegally charged my credit card anyway.Further, I use $50 of electricity a month and it would be patently unfair to charge me $150 for two weeks anyway.Thank you,***** ******

Desired Settlement: $150

Business Response:

Good Afternoon, Mr. ******, 

I apologize for my delayed response to this BBB complaint, as I had not received this notice until just recently. You and I spoke on ******* regarding your Early Termination Fee.  As I informed you at that time, you signed up for the Fantastic Fixed 6 plan in June 2012, and the contract was scheduled to expire on ********.  You were informed during our initial call that the Early Termination fee was a valid fee, but due to your good payment history with Bounce, I waived the fee as a courtesy to you.  I viewed your account again this afternoon and verified the Early Termination Fee has been waived.  If you have any additional questions, please contact me.

**** *****

Bounce Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 24,2012 I had my services disconnected with Bounce energy due to moving to area that they do not service. The last bill was applied to my deposit on same day because I received final bill from 11/30/2012 showing a negative balance of $205.00. I still have not received my deposit back and it has been almost over to months.

Desired Settlement: I would like remainder deposit back it has been long enough

Consumer Response:

Better Business Bureau:

This letter is to inform you that Bounce Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/17/2013 12:12:52 PM and assigned ID *******.

Regards,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have sent numerous emails and made multiple phone calls to resolve my ********* billing issue. I have recently been working with **********, ********* ******, for about a ***** to get this issue resolved and it still isn't fixed. I am constantly following up and have to send ******** requests to get a response. I am tired of dealing with this issue and want the ********* billing issue fixed IMMEDIATELY. This problem started when I changed my email address in ***** ****.I have also had a similar issue earlier this year with not receiving my ******* reward. My account is thoroughly noted with all of the phone calls I've made regarding these issues. ****** ****** is the only bill I have that I can't seem to get a ********* bill from (the'resend email confirmation' button to signup for ********* billing is not working and I don't get the email to confirm). I have tried ******** times, and IT has not followed up, nor fixed the problem. It cannot be that complicated to fix this issue on your end, and at the very least someone should be following up with me instead of me having to constantly call/email. Below is part of an email chain sent to *********.****** **** ****************.******** AM (* **** ago)to ******* I still have not received a response. Please advise.---------- Forwarded message ----------From: ****** **** ************************: Mon, *** *** **** at**** PMSubject: Re: InvoiceTo: ********* ****** ************************** *********,Just following up from our conversation last ****. About how much longer before IT fixes the problem? I'm still unable to signup for ********* billing, and getting paper bills in the mail. In the meantime please credit my account for the inconvenience - I've been dealing with this for ******* months. Thank you ****** On *** ** ****, at **** PM, ****** **** ******************** wrote:Can I please get a response? I am not getting the email to setup my ********* billing - I've resent it several times and its not working.

Desired Settlement: I need a $*** credit applied to my account for this ***** inconvenience and ******** service.

Consumer Response: From: ****** **** [mailto:********************] Sent: ********* ******* *** **** **** PM To: ****** Subject: Re: #******* The ****** ******** ****** ***** ** ******* *** ***** ***** has sent you a new message regarding your complaint - PLEASE DO NOT DELETE THIS EMAIL I don't understand how you can just file my complaint. ****** ****** has mishandled my account multiple times this year, drafting payments without sending me a bill and they have yet to fix the problem. They can rectify the situation by fixing my account. This is very *********** taking the time to submit a*** complaint just to have you 'file' it. This needs to be reopened and ****** ****** needs to respond about the way my account has been ********** and the ************* to ******** emails and phone calls about the issue, and how they are going to fix this on-going problem I am having. I AM STILL NOT GETTING MY BILL BUT THEY ARE******** MY **** ACCOUNT!! Advise when this complaint has been reopened.

Business Response:

Good afternoon, Ms. ****,

Thank you for your time this afternoon.  I apologize for the ************ you have experienced with our Paperless Billing option.  Having viewed your account, I have confirmed that you had unsubscribed from the ****** ****** email lists on *******, which prevented emails from being sent to you.  As you mentioned in our conversation, the agent un-enrolled you from Paperless Billing in an attempt to re-enroll you.  Unfortunately, this process does not reverse the effect of unsubscribing from ****** ****** emails.

At this time, I can confirm that your account has been once again been subscribed to receive ****** ****** emails as of *******.  You should start receiving email at the ******************** address going forward. Please remember that if you unsubscribe from any ****** ****** emails this will prevent you from receiving your Paperless bill as well.   If you have any additional issues with your Paperless Billing status, please contact me directly.  Once again, I apologize for this inconvenience.

 

**** ***** ****** ******

Consumer Response:

Per our conversation yesterday I DID NOT unsubscribe from paperless billing.  I called because I was not getting my bill, but only receiving notifications AFTER you drafted my**** account. Your *** unsubscribed me thinking she was fixing the problem, but made it worse.  I didn't find out she had unsubscribed me until your ********** ********* told me that I needed to signup again!  I never authorized anyone to unsubscribe me and now the problem is ***** AGAIN.  This is the***** time this has happened and I am tired of dealing with this issue.  Everything is thoroughly documented on my account (including the *** that unsubscribed me WITHOUT my authorization), and you should review ALL of the notes on my account before responding to this complaint.

Thank You,

******


****** ******** ******:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ****


 

 

Business Response:

Good Morning, Ms. ****, 

Thank you for your time last ********. After we finished our conversation, I wanted to make sure you understood the information I was conveying to you. I did not intend to make you believe that you had personally unsubscribed from the Paperless Billing. The message I was trying to convey was that, in ******* ****, you did unsubscribe from the ****** ****** email list, most likely by clicking the ************* **** located at the bottom of one of the promotional emails or a weekly update we send to customers. When you unsubscribed from that email, our system registered that you did not want to receive any emails from ******, so you ceased to receive paperless bills as well. During your conversations with other agents, the agents attempted to re-subscribe you to our email lists by un-enrolling you from Paperless Billing and then re-enrolling you. Unfortunately, this did not fix the issue of having you re-subscribed. 

At this time, I have re-subscribed you so you will receive ****** ****** emails in the future, re-enrolled you in Paperless billing, and per our conversation today, requested to have you removed from receiving promotional emails.  Your latest bill was sent out on ******* via **** ****.  Starting next *****, you will start receiving your ****** bill through paperless means.  I will also monitor your bill for the next ***** to ensure it is sent out via Paperless Billing.  If you still have issues with Paperless Billing, please contact me directly so that I can personally assist you.

Thank You,

**** *********** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ****


 

I still don't understand how opting out if promotional emails effects my paperless bill, and i would like to wait to get my next bill to make sure this is going to work.  This is the only bill that I have these problems with. I have spent***** on the phone with ****** and *********** not responding to emails nor returning my calls.  My account has been ******* **********, not to mention the *********** process I had to go through to get my **month reward several ****** late.   I also need a credit applied to my account like I originally requested for all of the ****** and inconvenience from dealing with this for the past several******.  Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2012 Problems with Product/Service
11/30/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Bounce Energy 6 month fixed rate plan that was advertised online for only $7.3/kwh . However, when I called their customer service 1-800 number to complaint about the new rate of the bill, they gave me all different extra charges that wasn't communicated to me at all. On top of that, the rate is actually only "fixed" if I use exactly 2000 kwh/month no more, no less. If I use less than that amount, I would be charged more. However, this critical information was never posted on their plans online. It was very misleading and now, last month, we paid $9.4/kwh and not the fixed rate of $7.3.kwh that was promised to us. This company is scamming people and it is time to stop this faulty advertising.

Desired Settlement: I would like to only pay for what I sign up for according to the online promised.

Business Response:

Good Afternoon, Ms. ****,

I appreciate the time you took with me on 11/8/12 and again yesterday 11/16/12 to review your account.  As previously discussed, you signed up online at TexasElectricityRatings.com for service.  You selected the Fantastic Fixed 6 rate plan, which was displaying the rate as 7.3 cents/kWh.  This rate is and average rate based off of 2000 kWh of usage.  On the order form you confirmed your enrollment and that you have read, understand, and agree to the Terms of Service and Your Rights as a Customer, Electricity Facts Label and other disclosures relating to your enrollment.

According to your Electricity Facts Label (EFL) for your Fantastic Fixed 6 plan - http://www.bounceenergy.com/efls/fantasticfixed6-082512.pdf - the 7.3 cents per kWh rate is a combination of the Energy Charge of 4.3856 cents per kWh assessed by Bounce, a TDU delivery charge per month of $6.24 assessed by ***** (the TDSP / utility company for your area), and a TDU delivery charge of 2.6275 cents per kWh assessed by *****.  The Energy Charge assessed by Bounce will not change for the duration of your contract term.  ***** applies the other two fees, and these fees are passed through to you with no additional mark up.  However, according to the “Disclosure Chart” at the bottom of Page 1 of the EFL, the TDU can increase and decrease their rates at any time, thus creating a fluctuation in your average rate.

Your EFL also shows you the breakdown of the average rate based off of the amount of usage you use.  You can see on the form it has 500 kWh, 1000 kWh, and 2000 kWh.  For *****, if you use 500 kWh, your average rate will be 9.7 cents/kWh, at 1000 kWh your average rate will be 7.6 cents/kWh, and at 2000 kWh your average rate will be 7.3 cents/kWh. In general, the Average Rate = (Cost of Usage + Base Charge + TDU Fees) / Number of kWh Used. On all 3 of your bills with Bounce Energy, you were charged the flat rate of 4.3856 cents per kWh (as described on your EFL), but the average rate changes each bill, because your kWh usage fluctuates each month.

I did send you a copy of your EFL to ***************** per your request.  Please feel free to contact me with any additional questions.

 

**** *****

Bounce Energy

************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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