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Respond Power, LLC

Phone: (877) 973-7763 Fax: (845) 848-2024 100 Dutch Hill Rd Ste 310, Orangeburg, NY 10962 View Additional Email Addresses http://www.respondpower.com

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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.

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Reason for Rating

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

Factors that lowered the rating for Respond Power, LLC include:

  • 253 complaints filed against business
  • Failure to respond to 5 complaints filed against business
  • 45 complaints filed against business that were not resolved


Customer Complaints Summary Read complaint details

253 complaints closed with BBB in last 3 years | 242 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 120
Billing/Collection Issues 73
Delivery Issues 0
Guarantee/Warranty Issues 2
Problems with Product/Service 58
Total Closed Complaints 253

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Respond Power, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: February 03, 2011 Business started: 10/01/2005 in NY Business incorporated: 03/03/2008 in NY
Type of Entity

Corporation

Business Management
Mr. Adam Small, General Counsel Mr. David Sobel, CFO Mr. Elliott Wolbrom, Director of Marketing
Contact Information
Principal: Mr. Dmitry Lapin, Compliance Analyst
Business Category

ENERGY SERVICE COMPANIES


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Dutch Hill Rd Ste 310

    Orangeburg, NY 10962 (877) 973-7763

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Complaint Detail(s)

11/18/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was a door to door salesperson that came to my home in 2012, where they convinced my daughter to sign a form which she felt was crucial to sign. It turned out to be a contract to switch my current electric provider (PPL) to theirs (Respond Power). I believe at the time not only was my daughter under age, she did not have any authority to sign over my account. I called respond power and requested to have that contract null and void. Which they agreed it would be. It wasn't until today, that a customer service representative at PPL informed me I was not receiving my power through them. I called respond power and informed them, I never authorized the switch, my signature will not be on this contract and have asked for the service to be immediately cancelled and should be issued a refund for all overages charged from their rate to that of PPLs. They refused and said they considered the contract to be a valid contract.

Desired Settlement: I would like to be refunded the difference of what I would have paid had my account had not been switched over.

Business Response: We apologize for any inconvenience the customer may have experienced. As customer states, the account was active since August of 2012. Since then, our company name and contact information has appeared on her electricity bills 28 times. Customer states that she called to cancel in August of 2012. All calls to/from our customer service department are recorded and stored. Upon searching for a call from the customer, none exists, other than the call from earlier today (10/**/14). 

Further, customer was enrolled by her daughter who stated she was over the age of 18 and authorized to make decisions on the account. It is the company's position that the enrollment was valid and no refund will be issued. 

A cancellation request on customer's account was made today. The utility company will fully process the cancellation in 1-2 billing cycles. The customer may contact her local utility company and inquire into the exact date the service will be dropped. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

My bill is paid electronically and notices are easily missed, especially if they are on auto pay. I personally never authorized this transaction. My daughter did not have authority over my account. She nor anyone else pays for that account.  If she were to call she would not be given any information on the account because her name isn't on the account. She is not an authorized entity

Therefore she should not have any authority to sign to switch my account either. I did call the same week the sales person came to my house and did speak with someone. The scam you are trying to pull should be illegal. Furthermore, I have asked for a copy of the contract to see the exact date of it as my daughter was not 18 yet! And was told they didn't have a copy. this is truly unfair. Took advantage of a child, who was scared into signing. She thought they were some government official. I did call and because you claim not to have a record of it, is just your word versus mine. I'm the one that was ripped off for several of thousands of dollars due to your high prices. For which I DID NOT ASK for. I did not authorize this transaction. Speaking with PP&L they confirm they have seen this happen all the time. They take advantage of people. Again, I did not authorize this transaction. If my signature was on that contract, I would not be disputing it.

I would like a copy of that contract. If this is not resolved to my satisfaction, I will seek counsel.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: We again apologize for any inconvenience. Customer's records were kept in accordance with all applicable regulations. We refer the customer to the following link ****************************************************************, and specifically section 111.7(b)(4). We again state that customer was enrolled for 28 cycles and upon searching for a phone call from the customer, none was found, other than the call from last week. 

Further, customer's daughter stated she was over the age of 18, authorized to make decisions on the account, and that her choice was voluntary. As such no refund will be issued. 

10/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told in person that the rate offered would be lower than my existing rate. I was told it was a fixed rate. However I was actually on a variable rate plan. The cost of services initially was ok, but then this past winter the cost for my electric bill was jacked up. During the same period the estimated price from **** for comparison rate was $0.0877 per kWh. Respond Power was charging $0.34990 per kWh. (If you used 3,000 kWh, ****'s price would have been $263.10. With Respond Power's rate for the same usage was $1,049.70). This caused my electric bill to be more than I could afford over a 4 month period. One month my electric bill alone was more than my mortgage payment. They increased the price and blamed the cold weather, but meanwhile ****'s price didn't jump up more than a penny in the same period of time.

Desired Settlement: Refund of the difference in the price per kWh plus interest compared to ****'s price for the months of January-April 2014. $1636.31 + interest.

Business Response: We apologize for any inconvenience the customer has experienced. 

The customer enrolled in a
variable rate plan with our company via a door-to-door sale on April **, 2012. The
customer’s signed application is included for confirmation. T


Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like ***** ******/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The reason the local utility company's rate was less is due to the fact that they purchased the energy for their customers months prior to the spike in prices. Since the customer was on a variable rate plan, the energy was purchased on a month to month basis at the then current market prices. 

Customer has also submitted a complaint to the Pennsylvania Public Utility Commission. An investigation was undertaken and it was determined that no refund or adjustment is due. 
 

The customer’s account was
cancelled on 3/**/2014 and was processed by the utility on 4/**/2014. No
termination fees were assessed. Because the customer validly enrolled in a
variable rate plan, no refund or adjustment will be given. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

BUYER BEWARE. Respond Power sent out door-to-door sales reps and in person they give you promises to provide lower FIXED rates than my prior supplier. Then when they provide you with the paper work and invoices it does not match, it is a variable rate and they do not meet what they promise you in person.

Respond Powers rates .35 cents per kWh. Other power companies rates are 0.07-.09 cents per kWh during the same period of time. It is not only the local company that has these low rates. Current market prices do not support these crazy price hikes they are charging. Please note that I have been aware by the ** Attorney General office, they have a file open regarding Respond Power.

And per their response below they are not willing to rectify their price gauging. I tried working it out with them directly, and when they were not willing, I cancelled my account for a better more honest company.

Yes, I did contact the Public Utility Commission and they were not able to help me, but they did recommend another course of action that I am taking as well.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** *********




 

Business Response: We apologize for any misunderstanding the customer may have. Customer's allegation of price gauging is factually incorrect. As stated before, no refund or adjustment is warranted as customer was billed in accordance with the terms and conditions 

10/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear BBB Respond Energy promised me over the phone that my electric bills would be cut in half. In fact, they were always $200.00 or more than when I was just with *******. I asked ******* to cancel me with Respond. Respond in turn sent me a letter stating that I had an early termination fee of $ 75.00 that I needed to pay. I requested a letter that I had signed stating that I would pay an early termination fee, because I was never told of an early termination fee. So I wanted proof that I indeed said I would pay this fee. I have now received another bill for the $75.00 but have not received proof that I said I would pay this fee. In closing the bills were higher than what they said they would be so they did not do what they had said they would do for me, so I am refusing to pay a fee for something I never said I would do.. I wanted it noted so that my credit rating will not be affected by this situation. I will gladly pay the $75.00 if they provide me with a document with my signature on it stating I would pay an early termination fee. Respectfully submitted by **** ** ******

Desired Settlement: I want them to stop sending me bills for an early termination, and accept that the money they have received for all the electric bills to be payment in full.

Business Response: We apologize for any inconvenience the customer may have experienced. 

The customer called our customer service center on 4/**/14 and agreed to enroll on a 12 month fixed rate. Upon reviewing this phone call, our company's representative failed to mention that there would be an early termination fee if the customer was to cancel the account in the middle of the 12 month term. Since the customer was not properly informed of the early termination fee, we will no longer assess the fee. No further collection attempts will be made. Again, we apologize for the inconvenience. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******



 

10/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Representatives of Respond Power came to my door and told me that if I would switch my services to them from ***** that I will save money on my electric bill. It turned out that my bill was double what I was paying *****. They blatantly lied to me regarding their service and saving me money. They should be thoroughly investigated and this practice of misleading the public should be stopped immediately.

Desired Settlement: I would like to see a reimbursement for my excess charges. For bills due on the following dates here are the differences: 2013 2104 Apr $64.92 $119.71 $54.79 more than the year before May $42.03 $121.30 $79.27 more etc June $50.81 $114.92 $64.11 more That is an additional $198.17. This company blatantly misrepresented itself and I would like to have the excess charges reimbursed to me.

Business Response: We apologize for any inconvenience the customer may have experienced. A customer service representative will be making contact in order to fully explain the services and to answer any questions. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The reasons were completely unsatisfactory. They promised to lower my rates and they overall over the three months that I used their service charged me an additional $200 over the same period the year when compared to *****.  The reason was inadequate and at the end of the day was just a lot of excuses. This company is not a reputable company and should not be rated as one.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response:

At this time, I have been contacted directly by Respond Power, LLC regarding complaint ID ********, however my complaint has NOT been resolved because the explanation was ludicrous.  They explained to me that if I stayed with them longer over the years time I would have started to see a 10% reduction in my bill.  I was charged over the three months almost 100% more than the prior year.  My September bill was under $70 and I had the air conditioning on 24/7.

this company is fraudulent and needs to be thoroughly investigated.  They should not be allowed to make false statements to the public and not suffer any repercussions.  

If if you need anything else please let me know.

Sincerely,
*****  **********

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

9/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently posted a complaint and because of no response it was closed before I had chance to respond accordingly. Since I never got results to my satisfaction, I'm requesting another try to this issue with Respond Power/***** ******. Now because of my not responding to the original request they have still continue add charges to my bill when they say I had cancelled back in January, so why for February-till now I have charges from them, which are outrages. If I cancelled why are they charging me anything and why are they still on my account at all. if I have too I can show you the bills. I need an #800 number for you please.

Desired Settlement: I would like to have charges removed and have them show that they are off my billing from here on.

Business Response: Good Afternoon,

Apparently there was a problem with your utility processing the cancellation. It has now been cancelled and we will not appear on any of your bills going forward.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 If they had made a mistake, why do I have pay for it in terms of charges that have happen since I was suppose to have cancelled back in January, I want these charges taken care of and remove from that time also. This is part of this company bad business tactics.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Customer should contact the local utility company to address the billing concerns in this circumstance. The utility company must process a cancellation request before it becomes effective and here, there was an error by the utility company in processing the initial cancellation request in January. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

******* has said that they read the meter in April and that I shouldn't have any further dealings with respond energy. But it has been nothing short of the high charges that I have received  from this company and you can be sure I will warn all my friends to stay away from this company and their miss representation, which is false and you don't know that until your caught up in this whole thing. I still would these charges looked at and removed. Can I have a #800 number for the respresentative that looks at this, so I need to I can call.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/24/2014 Billing/Collection Issues | Complaint Details Unavailable
9/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last year, July **, 2013 to be exact I was approached by ******* ***** from Respond Power LLC. I owned a 3 family house and provide utilities for my tenants. He indicated that if I switched from ***** to Respond Power LLC I would save on electricity as well as gas on all 3 apartments. I realize we have had a cold winter this year but, the bills kept getting higher. I called RP and questioned the bill and was told that they have a variable and a fixed rate and that I was given the variable rate, Why and how convenient for them? I was not told this at the time and apparently am not the only one complaining about the same issue. I managed to pay last month’s bill (Feb) but, I feel that the information given was totally misleading. Where is the savings? ***** is billing me for the outstanding balance with RP and they indicated that it is a consolidated bill and I should call RP to make the proper adjustments. RP will not do such thing instead they offer me $275 to keep me quiet. Why are they willing to pay at all if they are not at fault as they claim? The March bill for the 2nd floor apartment was $537.33 for electricity only. I have canceled my account with RP and am back with ***** who is now threatening with shutting off my service because of the money I still owe RP.

Desired Settlement: ALL I want is for RP to contact ***** and tell them to remove all charges. I have always paid my bills on time however, I think RP lied to me they are going to ruin my credit and I don’t want them to get away with it

Business Response: The customer initially
enrolled in a variable rate plan with our company via a door-to-door sale on July **, 2013. The customer’s singed sales agreements are included for verification. The
rates on a variable rate plan are subject to change based on market conditions.
Unfortunately, the energy market performed very poorly this past winter due to
decreases in energy supply and increases in demand due to the cold weather. While
suppliers like Major Energy/Respond Power base the rate on a daily rolling
average and hedging, most utilities purchase energy in massive block and adjust
quarterly or semi-annually. Because of that, sometimes suppliers find
themselves with higher rates than utilities. Eventually trends reverse and
utilities are forced to adjust their rates to make up for losses due to
underpriced supply sold to customers during high markets.

All of customer's accounts have since been cancelled and no refund or adjustment is warranted. 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had signed a contract back in 2011 for a lower electric rate, although looking back on it, i'm not sure why they allowed me to sign, as my name is NOT on the bill. At any rate... With out any warning, raised my prices to .24990 and while my bill last month was $96 (as it should be, i live in a 3 bedroom apartment where we wear 2 sweatshirts to keep the costs down), this month, it is a ridiculous $998? NO WAY. I cannot afford to pay this, and am completely flabergasted and devastated that I would receive a bill like this with no warning.

Desired Settlement: I would like my normal rate through **** energy, as like I said, I cannot afford this bill, and it is IMPOSSIBLE for me to pay it.

Business Response: The customer has been with our company for over 2 years on a variable rate.  A member of our customer service has answered the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The person I spoke with was completely unhelpful.  He didn't explain anything I couldn't read myself, and didn't attempt to help me, nor did he care about the fact that I can't afford to pay this absurd bill!  I had NO WARNING that I would be receiving a dramatically higher rate, and need this fixed.  Not only did the person (****** ******) I spoke with on the telephone not help me, but he also included me in interoffice emails regarding food he had placed in their kitchen, to which I also received SEVERAL 'reply all' emails I had to explain to my boss. (see attached)
This company is completely unprofessional, and there is simply NO explaination as to why I should EVER receive a $998 electric bill for a SMALL 3 bedroom apartment.  I need some type of HELPFUL resolution, as opposed to a pointless response that took several weeks to receive.
I cannot afford this, and will NOT be able to pay this.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response: Good Afternoon,

We are truly sorry that energy prices have risen so steeply this winter.  For help paying your bill, please contact your utility directly for budget billing options.  If you would like a more detailed explanation of your bill, please contact customer service.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Again... Not a response to anything stated.
You are the worst company ever.

 

 

 

 

 


Sincerely,

****** *****




 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A Rep. from Respond Power came to our door last year, reviewed our electric bill and told us if we switched to their company they would save us money. Now a few months passed, they didn’t save us any money as she promised, on the contrary, we paid much more money compare with our previous bills!!! I reviewed all of our electric bills carefully and found out before we switched to this company, our rate was only around $0.055 per KWH and it was even lower than the Domestic Service rate which can be found on the left side of our electric bills. After we switched, the rate this company charged is even much higher than the Domestic Service rate: On Dec **, 2013, the rate this company charged was $0.079899 per KWH, the Domestic Service rate was only $0.0577 per KWH; On Jan **, 2014, the rate this company charged was $0.109906 per KWH, the Domestic Service rate was only $0.0561 per KWH; And on Feb **, 2014 the rate this company charged was $0.149896 per KWH, the Domestic Service rate was only $0.0561 per KWH. They may say that I signed an agreement with a variable rate, but that is not an acceptable explanation! Our previous supplier also charged us based on a variable rate, and that supplier always charged based on a reasonable rate! And the only reason I switched to Respond Power is that they promise to charge lower rate than our previous supplier to save us money!!! I can provide our last 12 months electric bills as evidence.

Desired Settlement: We require Respond Power use the Domestic Service rate which can be found on the left side of our electric bills to recalculate our electric bill on last three months and refund the amount that they over charged.

Business Response: Good Afternoon,

According to the complaint, the
customer states that she is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning her rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The company’s explanations are unacceptable! According to their explanations, the wholesale energy market is influent which means even if we didn’t switch to their company our electric bills will be still so high. This is NOT TRUE!!! The following link shows the rates of all the suppliers that are available to us: *******************************************************************************************************************************************************************************. You can see that this company’s rate is the highest of all suppliers!!! This is FRAUD!!! We just received another bill for period Feb **, 2014 to Mar **, 2014, the rate this company charged is $0.249905 per KWH, which is not only the HIGHEST PRICE among ALL available suppliers, but also is FIVE times higher than the domestic service ($0.051 per KWH, which can be found on the left side of the bill). Also you can find on the above link that our previous supplier **** **** *****’s rate is only $0.0493 per KWH.

This company sent a Rep. to our door and promised we could save money (many of our neighbors can prove we are telling the truth, there were several representatives showed on our neighborhood to persuade people to switch to their company at the same time), that’s the ONLY reason that we switched to this company. Now we don’t expect to save money, but we require this company to refund the amount (which is $301.95) that they overcharged up to the most recent bill. We are not the only household that suffers from the overcharge. This is actually happening to many of our neighborhood. Note this is our last negotiation and we have all supporting materials. If they not refund the required amount ($301.95) immediately, we will work with our neighborhood in the community and jointly sue this company on local court to defend our right! 

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* **




 

Business Response: Good Morning,

We are sorry the customer remains unhappy.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Please DO NOT choose this company! After you switch to this company, it will not keep it's promise! This company does not care lose any customer since it can get money by charging extremely high rate of new customers that switch to this company by its false advertisement!!!]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* **




 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When the worker from Respond Power came to my house, she said she was checking **** bills to make sure we were not being overpaid. I showed her my bill and she said I should be paying less because **** was overcharging me 2 distribution charges. With ****, my bills never rose above $70. I get my 1st bill, it was about $55 the next bill shot up to $102 and the last bill shot up to $180. I was not told about being on a "variable" rate. They automatically set you up to pay these high bills and reading some of the complaints, I'm wondering why they are still in business. There is no way my bill should be that high especially since I haven't been home in the past 3 weeks! How can you charge someone if they are not even using the services? Then they have an estimation on my bill. I want them to justify how they are charging me for an estimate and how am I being charged for using electric if I wasn't home. I am NOT paying that bill and if I don;t get some kind of fix here, I will take this higher if I have to!

Desired Settlement: The best outcome they could have would be to reduce my bill. I am NOT paying for what I did not use!

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 Regardless of a spike, I was not home for 3 weeks and I live alone. There was nothing running to make my bill go up to almost $200. Sending me a copied article is not resolving the problem I am having with this company over charging me!!!

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

Please see the previously attached sales agreement where you enrolled in a variable rate plan.  Again, we do not have control over your usage.  If you dispute a meter reading, you need to contact your utility directly.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I am going to upload a copy of my form. If that is NOT checked off...I am taking you guys to court!!! And this complaint is still NOT RESOLVED!!!!

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In the fall of last year a persistent door-to-door saleswoman convinced my family to switch to Respond Power under the pretense of receiving a competitive rate lower than my current utility company and delivered through my current provider. I was hesitant to switch but listened to her offer. She asked to see our current bill, and I responded that it was gone because it had been paid for the month. My husband came home during the visit and found an old copy of a bill. She pointed out our current rate and compared it to the offered rate. There was no clarification of the extreme variability the rate could become subject to. The letter we got after our bill jumped to three times its average amount ( $70 to $200+ for example) pointed out some "polar vortex" claim. My bill for February lists a commodity charge at 0.18983(R and March lists .39990(R while my previous company's price to compare is $0.08754. I don't see double and quadruple rates as "competitive" by any means, or ethical, or fair. We are a working family of five and have been greatly upset by this gross overcharge.

Desired Settlement: I want a bill adjustment to the rate I was lured with, or at the very least an actual competitive rate. I will not be paying a dime until this is remedied and I will not stand for this company's practices.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The business simply reiterated the same old unsubstantiated excuse they have given each other complaint, citing market prices that I clearly refuted as false, with examples from my former company's "price to compare" for the billing period. They have claimed that they are not profiting in other responses to complaint, but it's hard to believe this with so many examples of price gouging. The main issue wasn't even addressed, which is the blatant misrepresentation of the variable rate customers were to receive. This scam of a company has made headlines in my area after doing this to so many people. I don't know how they can claim "BBB Accredited" on their website with such a bad reputation. 

 

 

 

 

Sincerely,

******* ****




 

Business Response: Good Morning,

We will not be issuing a refund in this situation. The customer enrolled in a variable rate plan. Historically, such plans have saved customers money.  However, we never guarantee savings.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Good afternoon, this customer is not satisfied with the reply from Respond Power and will continue to reject replies offering no resolution in the case of false advertisement of competitive prices. Charging four times the competitor's price is not "comparable rate" pricing.

Sincerely,

******* ****




 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond Power (an alternate electric supplier to **** ******) nearly quadrupled their electricity rate as of January 2014 to (0.34990) with no notification OR an option to "opt out" of the higher rate. I had been a customer since 2011. My electric bills usually run in the $200.00 per month range for my 1800 sq ft. townhome. In Feburary 2014, I received a $826.00 bill stating that the kph rate had tripled since December 2013. I called Respond Power and they agreed to lower the rate for February (brought the bill down to $500.00 - which is still too high). They also informed me that returning to **** would involve a four-week waiting period. As of March *, 2014 I had returned to **** as a customer but Respond Power increased their rate yet again for the final four weeks of service to the original rate from January 2014 (0.34990). My electric bill, dated 3/*/14 is $941.00 which is just thievery! I have not been able to contact the company. I am left on "hold" for thirty minutes or more, then prompted to leave a message (which I did). No one has returned my calls to date.

Desired Settlement: Readjust the rate to a reasonable, affordable rate for the months of January and February 2014. As of March *, 2014 I am no longer a Respond Power customer but I expect my bill to be adjusted for my final two months of service. Two electric bills totaling over $1100.00 for two month's service is outrageous.

Business Response: Our customer service has responded to this customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint

My
Complaint  has NOT been resolved because:

[Your Answer Here]

 My complaint has not been resolved because my bill has NOT BEEN ADJUSTED TO REFLECT A MANAGEABLE RATE. I have heard nothing from the *** or Respond Power.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We are sorry that the customer is dissatisfied with our response.  The customer's account has been canceled and she should contact her utility for information about budget billing.  We will not be offering a refund in this situation.  Also, we have no control over how quickly *** responds to complaints.  Again, we apologize that the customer has had a bad experience.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 My issue has not been resolved. My bill has not been corrected. Nor has the PUC stepped in to take corrective action. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is the electric generation/transmission supplier for my residence. I was not notified my electric rate was going to a variable rate. Last month my rate was $.15 per kwh. I immediately made arrangements to change companies. This month I received my bill and it was $.20 per kwh resulting in a bill in excess of $1000.00. I attemted to contact respond to no avail. I was unable to get a representative, despite calling begore 5pm., I was unable to leave a message because the mailbox had exceeded the limit. I tried to contact them via the link on their website (contact us) it would not work. I tried another link in their site and it's possible the complaint went through. I can not afford this bill. My rate with them prior to their change in rate was less than $.07 per kwh, I believe. They have estimated our consumption low for the past 4 months. Which seems unethical in and of itself. It appears they estimated my consumption low while I was on the fixed rate and now they are billing me at the variable rate for electricity used under the fixed rate. I do mot know and unfortunately I am unable to reach them for clarification. Every hour that goes by I'm paying more and more for a neccessaty service and the horror is I have no idea what my rate will be. There is NO way I can afford this.

Desired Settlement: I am requesting to have my meter read and to have the last 4 or 5 months bills adjusted based upon the fixed rate I was under contract with them. I need a resolution to this matter as this payment is due by the first week in April. I cannot afford to have my power shut off because I have ********** ********* and no other source of heat for my residence. If I can't pay this bill and my electric is shut off I will be unable to physically move.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:this response is unceptable and condecending in nature. I am an informed consumer. My Mother worked for PPL and we often discussed deregulation and the effect it would have and how many shady electric suppliers would take advantage of consumers. I also know that a variable rate is never a good idea when it comes to electricity, due to supply and demand. I also know that I did NOT sign up for  a variable rate. Nor have I ever received a contract from you. The rate I signed up for through your website was fixed at 7%.  There is obviously an error on your end. Had I received a contract in the mail like i did with my prior supplier I would have immediately voided the contract if it indicated anything other than a fixed rate. 


This response,  is contradictory to your business practices when currently you are offering a fixed of .096 per kwh.  If the supply and demand is such an issue how are you charging others less than half of what you are charging me? In addition how could you offer a discount% based upon the number of home games won by a basketball team also offered in a newsletter. How is the number of games won by a sport   team relevant to the per kwh rate you charge.  

The bottom line is I would have never signed up for a variable rate and you have fraudulently placed me on a variable rate contract. I demand that last bill and bills going forward (until supplier is changed) be set at the fixed rate I signed up for. 

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** *****




 

Business Response: We are sorry the customer remains unhappy with our response.  We will not be issuing a refund in this case.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

This response is unacceptable.  I have YET to see the supposed contract.  The fact that I have switched suppliers was my resolution to the significant overcharge by this company.  As stated previously, I would NEVER have signed a contract for a variable rate. 

This response is equal to a person who robs you at gun point, steals all of your valuable items, sells them and when appearing at sentencing asks for leniency because I left my door unlocked. 

This is not acceptable in any manner.  I demand that the prior kwh rate be reduced and that I receive a copy of this contract that was supposedly signed by me indicating that I signed up for a variable rate.  I would not do that; therefore the prior kwh needs to be reduced based upon my initial request. 

The press releases means nothing.  However there has been plenty of press releases regarding the overcharging by power companies and how the consumer has been taken advantage of.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** *****




 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was solicited to switch my utility supply (gas and electric) to RESPOND with the promise my monthly bills would be "up to 10% lower." Since signing up in January, my eletric rates have gone from around 5 cents per KWH to 27 cents per KWH. My gas rates have gone from about 48 cents per therm to over one dollar per therm. My monthly bills used to average around $80/mo for electric and $100/mo gas. This past month my electric bill was $779, and my gas bill is over $225. I am now paying over 5 times for the same exact product, and I was promised lower rates when I signed up. I contacted the company and spoke to a customer rep. She refused to do anything and stated "there were no supervisors available." I also contacted my local state elected officials and have learned that the Pennsylvania State Attorney General currently has pending lawsuits against RESPOND and other false representing suppliers. When I asked if RESPOND would refund my bill to a competitive rate, they outright refused. Now I am stuck with over $1000 in utility bills that I cannot afford to pay, and face having my utility companies shutting off my service. I feel the tactics used to sign people up are deceptive, deceiful, and totally dishonest.

Desired Settlement: RESPOND needs to make good with me and others that they fleece. All bills needs to be made at competitive rates, or they need to stop solciiting with false tactics and tell consumers the TRUTH.

9/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have ******* is my energy com. I have been getting really high energy bills the pasted 2 months I just thought because we have had a hard winter ... I called ******** and they said I have been with respond power since 2011 ... well I told **** that I knew nothing about this so they gave me respond powers number to call my energy bill for the month of jan 2014 was 371.81 .Ten I get feb 2014 bill and its 423.00 54.14 is ******* charge 358.89 respond power charge.. Frist I never signed up for this com.(respond power ) so I tried to call this company and no RESPONCE from them either the phone is high call volume then the chat line it not up .... What I want to know is wheres the saving and I want out of this company Respond power I don't want to pay for a service I never signed for

Desired Settlement: I want to have ******* as my energy company and I don't think I should have to pay for something I knew nothing about

Business Response: Good Afternoon,

According to the complaint, the
customer states that she is unhappy with the current rate being charged.

The customer agreed to a variable
rate contract (See attached) over 2 years ago, meaning her rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier, customers
have seen electricity and natural gas prices spike in many parts of the
Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.

Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.

Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.

Customers interested in price stability can also investigate
fixed price options that many suppliers offer.

Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.

Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *********************************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I DID NOT ACCEPT ANY CONTRACT WITH THSI COMPANY BUT ON MARCH ** OR ** I GOT AN EMAIL SAYING THAT MY CONTRACT WAS CANCELED

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****



 

Business Response: Good Evening,

We are sorry that you are unhappy with our last response.  Again, the signed contract, attached earlier, contains the customer's name and signature.  If the customer believes that someone fraudulently signed her name, please contact our customer service department.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I will KEEP SAYING I DIDNOT SIGN ANY CONTRACT BUT I CAN SEE THERE IS GOING TO NO CAUSE FOR ME TO DIBUTE THIS AS I WONT GET ANYWHERE AS I CAN SEE THAT THIS BUSINESS CAN DO WHAT IT WANTS I PAID 1/2 THE BILL AND WILL PAY THE OTHER 1/2 WHEN I ABLE AS LONG AS RESPOND POWER IS OFF MY ******* ACCOUNT AND I SEE THAT RESPOND POWER IS OFF MY ACCOUNT

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a ** **** *** male on **********. A respond power rep came to my house and stated because of my low income I could save on my electric bill. She stated that .5 cents was to high per kwh. Now that I signed up with them it went from 5 cents to 14 cents per kwh. They stated that my bill would go down in the off months. I complained and they canceled my service. I was not past due. Now I can not recoup in the warmer months. Sign a person up, let them pay the high rate and then cancel them before they can take advantage of the lower rates. Due to deregulation they are taking advantage of those older folks who are not on top of their game anymore due to illness. I got nailed big time and it is legal with the PUC in Pa.

Desired Settlement: I would like to have my overpayments back due to being lied too.

Business Response: This customer's account has been canceled and contacted by our customer service department.

Regards

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I still would like an adjusted refund.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

Please note that we are only the commodity charge of your bill.  The rest of the bill are charges from your utility.  Your account has been cancelled.  Please contact your utility for budget billing options.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I never said anything about a payment plan. I want the overcharges removed.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

9/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A year ago when I signed on with Respond Power, LLC, the spiel they gave me was that ******* was strongly encouraging people to choose an electric supplier and that Respond Power, LLC would be more than willing to assist. I was nave in the fact that I chose to go with the variable rate. Up until December of 2013, where I had a balance of 0 due to paying ahead of time, Respond Power, LLC was charging 0.10989426 per KWH and ******* was charging 7.87 per KWH, then in January of 2014, Respond Power charged 0.10990510 per KWH while *******s rate was 7.17 per KWH and my charges were $137.17. I noticed that ******* (who should be called to task on this) was not reading the meter rather they were estimating and so I began to add more money to the designated payment in order to keep down total costs for when they finally read the meter. In February, Respond Power LLC charged 0.14989655 and ******* charged 7.17 per KWH and my billing statement was $226.97. Now for March of 2014, Respond Power LLC charged a whopping 0.19989853 per KWH while *******s charge was 7.30 per KWH. My charge for the month of March was $687.95. I am ** ***** old and in all my years of paying utility bills, I have never been raked over the coals in such a manner. This is plain and simple price gouging and greed. I had previously tried over a week ago to contact Respond Power, LLC to rescind the contract but never heard back. After receiving the exorbitant electric bill, I immediately tried contacting Respond Power via email x2 and waited for approximately 35 minutes to speak with a representative (message conveyed heavy calls ~ big surprise there). After voicing my opinions over what I consider to be unscrupulous billing prices, I asked to return to both ******* and ******** **** *** immediately and was told it was done and would take 1-2 billing cyles!

Desired Settlement: For the months of January, February and March of 2014, I wish to have reimbursement for the cost of what Respond Power, LLC charged per KWH over that of what ******* charged per KWH.

Business Response: Good Afternoon,

According to the complaint, the
customer states that he is unhappy with the current rate being charged.

The customer agreed to a variable rate contract, meaning his rate would be
determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Respond Power continues to insist on blaming the Polar Vortex, the cost of moving electricity etc. to justify in their opinion the extremely high cost per KWH they charged when it basically just boils down to taking advantage of the situation at hand.  It is like a company price gouging after a hurricane or any other natural disaster which may have occurred.  I could understand a slight increase occurring; however, going from roughly $.10 per KWH to $.20 when ******* is locked in at roughly $.08 in a matter of three months is inexcusable.  Admittedly, I was naïve along with many other electricity consumers and vulnerable for choosing a variable rate and apparently they had the right people on board to sway us from where we were at the time the contract was signed.   And I feel that Respond Power is quite smarmy when instructing me to look for a fixed rate the next time.  Choosing an alternative electric supplier has been programmed into consumers from the state of PA, along with lots of correspondence from ******* and we fell for it.  To having Respond Power attach a pre-warning announcement from the PUC dated for February, 2014, something tells me that there may be snakes in the woodpiles of both places.  But as a local TV station ~ WPXI out of Pittsburgh follows the rounds of complaints and the generic answers from Respond Power and even elected officials, this act of greediness and its countless repercussions are far from over.  And the fact that I called Respond Power almost two weeks ago to get out of the contract with a company with questionable consumer practices only to find out from ******* that I cannot go back to them until the next billing cycle beginning April ***, 2014 only irritates me further as I anticipate another shocker of an electric bill.  Respond Power can try to justify their costs to the consumers as much as they want but it is still a diluted answer.  Also, I was instructed by ******* to contact Respond Power as to what rate they will be charging for this billing period and still am awaiting a response.  All that will make me happy is to be reimbursed for the cost of electricity overcharged to our account by Respond Power over what ******* charged its customers for those three months and the money it will cost our account before we can move to *******.  I am behind the proposed law that consumers have the right to cancel with their electricity supplier and to be connected immediately to the supplier of choice.  Here again, a pig with lipstick is still a pig! 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Our previous answers have been responsive to the customer's complaints.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The PA Attorney General's office is now actively investigating the many complaints that have been generated by the sudden spike in energy costs for the months of January, February and March 2014 from those who offered to be suppliers of electricity and something tells me that reference to Respond Power will somehow make it into the investigation.

And yes, I can read that they have no intention of rectifying their greedy behavior, but I want to thank the BBB for follow-up.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last month I received a outrageous bill from them. $175 for 368 kwh. I contacted them, they said they would credit my account. They also said they would sign me up for a year contract at a fixed rate of .08 which is a good rate and it would take into effect with my next bill. Today I receive a bill that I'm being double charged again for commodity charges and there's no credit to my account for last bill. I can't deal with this the Whole point of switching was for a cheaper bill. Well so far everything they've promised was lies. I am now paying two and a half times what I was paying with **** alone. I switched back to **** today sheet numerous attempts to contact respond power. I've also emailed them. I also am not paying the $100 cancellation fee being as though nothing that was supposed to happen during the contract did, there was no .08 commodity charges which means the contract is void. My kwh used were 368 and on this bill I received commodity charges for 368 kwh at .13153 rate then there's another commodity charge 397 kwh at .1899 rate. I don't uNderstand whY I keep getting double charged. Also, my monthly budget payment that I'm required to pay has now went up. It's winter and my bill should be no more than $65 and this is absurd. I was told upon signing up that my bill would be so much cheaper. I haven't seen it.

Desired Settlement: I just want to be credited what I'm owed. Last month it should've been about $100 because the man said my bill would only be about $75 after the credit was applied to my account which was never put there. Also this bill where I'm double charged again. Also, I don't want to pay a $100cancellation fee since they voided my contract by not charging what they were supposed to. I had to go back to ****, I can't deal with this every month.

Business Response: The business has responded with the statement below:

"We have waived the $100 cancelation fee for *** ****

 

Her service end date is 4/*/14, at which time she will resume service with ****."

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

What about my bill corrections and the money I'm owed? The over charge for the first bill then being charged twice for the second bill. What happened to the .08 rate? All you have to say is you'll waive the $100 fee? I already knew that cause the agreement wasn't committed on your end. What happens with the over Billing? I want my money back this is outrageous. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

Business Response: Good Morning,

Please refer to our earlier response for an explanation of our charges.  We do not handle your billing directly.  You will need to talk to **** for copies of previous bills.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Send me what proof of what you were paid. You have to have statements that show what money you received from my account. Again **** has told me that yous were paid for each of those months. Also, here's another funny part to this whole thing, my last bill you billed me for was so low. You aren't answering anything and **** can't discuss the charges you guys billed me for. I just want to see proof showing that you guys weren't paid twice. [Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

9/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter, ******, has asked for my help to resolve a complaint about her electric bill. She never authorized Respond Power to be her electric company, but only noticed them on her recent bill because the charges were so high. She does recall a Respond Power rep knocking on her door sometime last summer, but she never authorized anything, either verbally or in writing. I have attempted to contact Respond Power several times over the past couple of days, but have not been successful. I first called them 3/*/14 and their recorded greeting asked me to leave my number so they could call me back. They never called. Therefore, on 3/*/14 I placed another call at 12:10 and not trusting their call-back feature, I opted to remain on hold. Their recorded voice told me I was #14 in the queue, when I got to the # 4 position, I heard a message that gave me no option but to leave a message, which I did. I then placed another call to them at 1:14, and again at 1:45. For both of these calls, I remained on hold for 20 – 15 minutes; each time I heard the queue number announcement, and when I was close (# 2), I was cut off from the cue and told to leave a message. Again, no one called me back. Frustration at the phone calls led me to try an online route. I went to their website, found the “contact us” feature and typed out a brief summary of the issue, and asked for a phone call. The automatic response says to expect a response within one business day. It is now past that time.

Desired Settlement: Because there was NEVER a contract or any type of agreement to switch to Respond Power, and because their rates have now gone more than DOUBLE her previous rate, I request a refund of $600 -- $800.

Business Response:

Good Afternoon,

According to the complaint, the customer wants to be canceled because of high rates.  We have already sent a cancellation request to the Utility and it may take up to a couple of billing cycles for them to process.  Our customer Service tried to call the customer on February **, 2014 without any answer.

According to the signed sales agreement (attached), Customer agreed to a variable rate contract over a year ago, meaning her rate would be determined by the energy market.  We do not produce any literature that advises that our rates will always be lower than the utility.

As has been widely reported, there has been a spike in the wholesale energy market which was reflected on the most recent bill. This is merely a reflection of the current energy market where a shrinking supply of electricity is under the strain of massive demand due to one of the coldest winters on record. We are referring customers to the February ** press release from the PUC regarding this issue. (Please see attached).  Please see the following link for a news article about commodity charges. ******************************************************************************************************************************

We are truly sorry for your experience and advise you to sign up on a fixed rate that will ensure price protection.

 Regards

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Your response completely misses the point of my original complaint.  I did not request a cancellation due to high rates, although at this time, cancelling does seem like a good idea.  I have attempted to contact your company directly multiple times (as noted in original complaint).  As of today (3/*/14 at 4:10 PM), you have still not even placed a call to me.  Your service has all the markings of a scam.   

The point was that ****** NEVER did agree to your service.  Your letter says you have a signed agreement and that you attached a copy.  No such attachment was included.  Please provide. 

The desired outcome is still:  a refund of at least $600 -- $800. 

Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer remains dissatisfied.  We are not, however, going to be issuing a refund in this situation. 

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:



If Respond Power is just not going to issue a refund (as promised in their 2/**/14 phone call), then there is nothing I can do, EXCEPT to register the fact that this is NOT an acceptable outcome to this long dialogue.  From the very start, it has been difficult and frustrating to communicate with Respond Power.  So, if nothing else, this complaint may serve as a warning to other consumers.  

 

We remain completely dissatisfied.  

  Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In Febuary 2014 a representative from a "utility company" called Respond Power came to my door. He asked to see a bill from my then current electric supplier **** ***** (***** ******), and I complied. He then stated that by allowing the switch to Respond Power I would save 10% on my electric bill. I was dubious at first, but he assured me that by switching I would save immediately and have lower bills. I informed him that I am disabled myself and care for my disabled son who is a minor, and was not feeling very well, but he was very very pushy and insistant...... promising that if there were any issues at all I could drop them at any time. However, I have a received a bill from them, for the month of April 2014, for $554.32!!! Having spoke to **** ***** (who is the supplier) my bill SHOULD have been $188.00, a very large difference, and not at ALL what the representative PROMISED. The representative's name was ****** ******, agent code ********. My customer number is ********************. There is no way I can afford this bill! I did call Respond Power, 2 times in fact, today (May *** 2014), but they were VERY abrupt, rude even, and would not help in any way...

Desired Settlement: I would like the service stopped, and the charges from Respond Power credited back to Penn Power, for this bill and next billing cycle, leaving me responsible only for the 188.00 I would have billed had the switch not been made.

Business Response: Good Morning,

We are sorry the customer was unhappy with her selection of our company. The customer enrolled in a variable rate plan with our company. The rates on variable plans fluctuate with the energy market. Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like ***** ******/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The sales representatives of our independent partner vendors are strictly prohibited from guaranteeing savings. The account has been cancelled and should be processed by the utility within one to two billing cycles. 

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The response while appreciated does not solve the problem of the "one or two" billing cycles I must contend with! The bill I received for just the one billing cycle so far is so ridiculously high I cannot possibly pay it, let maybe receiving one or two more. The representive, who's name I supplied to you, totally misrepresented your company and policies. I should NOT be held responsible for any of these billing cycles because your representive outright lied about what to expect from your company and made promises he should not have. I will not consider this matter resolved the matter of the price increase over what I SHOULD have paid is removed from my bills. It was YOUR company respresentive that misrepresented your company,  after being informed of the disabilities of the residents in this home.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We understand the customer's concerns and will keep them in mind as we continue to evaluate the sales practices of our partner vendors. The customer's account has already been cancelled and we will not appear on anymore bills. We note, however, that we have no control over the time it takes the utility to process a cancellation. We apologize if the customer has had a bad experience.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 There is still a balance owed that is well over and above what I would have been charged by **** ***** that I feel should be waived by respond power.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A Respond Power LLC representative was traveling door to door in my area to inform myself and neighbors of guaranteed 10 percent in savings on our future electric bills. My original supplier was **** **** ***** who charged roughly 5 cents per kwh. The first bill with Respond Power providing the electric bill was about 8 cents per kwh resulting in a higher than normal bill. I immediately cancelled service to go back to the original supplier. It took a full billing cycle to switch back to my original supplier which is understandable, however my second and last bill bill from Respond Power charged a heft 27 cents per kwh. Not only does neither price save me 10 percent in charges, but the later is an increase in over 500 percent. Quite frankly they advertised a guaranteed certain amount of saving and did just the opposite. This is a similar story with my neighbors as well but there is a chance they are too lazy to file a complaint with the BBB. However myself and my neighbor did file a complaint with the Attorney Generals office already.

Desired Settlement: My desire is that I be reimbursed the difference in price between my initial suppliers price of 5 cents per kwh and their inflated prices between the two months.

Business Response: Good Evening,

The customer enrolled in a variable rate plan. The sales representatives of our partner vendor are strictly prohibited from guaranteeing savings, however, they may state that historically we have saved customers money. Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The customer's account has now been cancelled. No refund or adjustment is due in this situation.

Regards, 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Though sales reps may be restricted from guarenteeing savings they did so on two different occasions. I had two reps come to my house promising the same thing, regardless of what the compans "official" policies may be.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We are sorry the customer remains dissatisfied with our company. We encourage the customer to contact our customer service department if he has continued questions.

Regards,

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This energy supply company raised their rates way past what they promised at point of sale. I was told by their sales rep that this was a cheaper solution for energy and ended up being three times the amount of the local energy company ****. I have watched their rates increase every month until it exceeded what I expected, then had their service cancelled. The next invoice sky rocketed with charges from Respond power trying to squeeze as much money they could out of me before the billing cycle was over. I am now in jeopardy of having my electric shut off. I have contacted them about this and it was very difficult to get a hold of them. It took 2 months to get them on the phone, prior to that their automated phone system never got me a phone rep. I called and was bounced around their automated system that takes you back to main menu. When I finally spoke to someone they offered me 2 cheques for 125.00 each IF I signed a one year contract. This company has ruined my relationship with **** and will most likely effect my credit. All rates for both companies were obtained by me and have if needed for this claim. I am 37 years old and have never filed a claim against a company before until now.

Desired Settlement: I am willing and able to pay the rates from the local energy company ****. Any class action suit against this company I will gladly participate and contribute.

Business Response: Good Morning,

The customer enrolled in a variable rate plan.  The
rates on a variable rate plan are subject to change based on market conditions.
Unfortunately, the energy market performed very poorly this past winter due to
decreases in energy supply and increases in demand due to the cold weather. While
suppliers like ***** ******/Respond Power base the rate on a daily rolling
average and hedging, most utilities purchase energy in massive block and adjust
quarterly or semi-annually. Because of that, sometimes suppliers find
themselves with higher rates than utilities. Eventually trends reverse and
utilities are forced to adjust their rates to make up for losses due to
underpriced supply sold to customers during high markets. The account has now been cancelled.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This is ridiculous, **** rates never changed the whole time this company raised their rates. I have obtained both companies rates for the past year and compared. this company ended up having 3x the rates as **** and was told that they would be cheaper.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On my January bill the company charged me .13388 cents per Kilowatt hour. about 5 cents more than ****. On my February bill the company charged me .19640 cents per Kilowatt hour. A little more than double the price **** charges. I called them and never received a return call. I decided to switch back to ****. As per Respond Power's website, no termination fee is applied for a variable rate. I have been with the company since 2011. On my March bill the company charged me .39999 cents per Kilowatt hour. That is more than four times the rate **** charges. I am angry that a company that is supposed to be reputable would stoop to such a price gouge to one of its customers. What stops them from continuing this practice.

Desired Settlement: Charge me a fair rate for my February and March bill. I think that twice the amount **** charges and four times the amount **** charges in unfair. I want the bill changed and the charges reduced or I want to receive a refund check in the amount of the price gouge. I think a high, but fair rate would be the price of my January bill. .13388 cents per Kilowatt hour. In February I used 732.00 KWH. I was charged 143.76. The cost at .13388 cents per Kilowatt hour would be $98.00 dollars. A refund or adjustment of 45.76 for February. For March, I used 638.00 KWH. I was charged $255.14. The cost at .13388 cents per Kilowatt hour would be $85.42. A refund or adjustment of $169.72 for March. The total adjustment or refund for February and March would be $215.48. This is what I am asking for. As a reference, my March bill from **** was $53.08 for 524 KWHs. I can't imagine how Respond can justify my February and especially my March bill.

Business Response: Good Morning,

The customer enrolled with our company nearly three years ago in a variable rate plan. The
rates on a variable rate plan are subject to change based on market conditions.
Unfortunately, the energy market performed very poorly this past winter due to
decreases in energy supply and increases in demand due to the cold weather. While
suppliers like ***** ******/Respond Power base the rate on a daily rolling
average and hedging, most utilities purchase energy in massive block and adjust
quarterly or semi-annually. Because of that, sometimes suppliers find
themselves with higher rates than utilities. Eventually trends reverse and
utilities are forced to adjust their rates to make up for losses due to
underpriced supply sold to customers during high markets.

The customer's account has now been cancelled. We are sorry to lose a loyal customer.

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 my complaint has NOT been resolved because:

I do not believe the company is telling the whole truth.  I have read the different complaints on this website concerning the company.  I noticed that some people were charged the higher prices in January.  I was not.  So, I would like to know if the company charged all people with a variable rate the same amount as they charged me. It would stand to reason that if the polar vortex is to blame for the higher prices, shouldn't that affect all of the variable rate customers?  Why are some people charged one rate while another customer is charged a different rate?   I understand that this was a tough winter.  It was for consumers as well.  However, charging consumer's five times the normal rate is ridiculous.  I would like the company to provide the formula they used to figure out the rate that I paid.   It seems to me that the company is arbitrarily charging customers whatever price they choose.  Since Pennsylvania has no legislation (though they are currently in the process of passing legislation to cap this type of price gouging) preventing this type of outrageous price gouging the company is taking advantage of their customers.  Which, I guess they feel is good business since most consumers are not paying close attention to their bills.  But, my hope is that customers, like me, check their bills closely and leave a company that charges such high rates.  I have and will continue to follow up with the attorney general as well as the utility commission in hopes of getting this type of business practice changed to protect future consumers. 

I still want the company to reimburse me for the two months that they overcharged me.  I am willing to pay a fair price, and I am willing to take in to account the Polar Vortex.  But, the rate they charged was not an ethical price to charge.  I will not settle until the company provides their formula and or reimburses me for some of the unreasonable prices that they charged.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We are sorry the customer remains dissatisfied. We believe our last answer was responsive to the customer's concerns. We encourage the customer to contact our customer service department if he has remaining questions.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


The company did not answer my question, they avoided my questions.  They did not explain how they determined the price to charge each month.  They did not explain why customers were charged different amounts each month.  For example, why did I pay 13 cents per KWH while another customer who complained on here paid 39 cents per KWH for the same month.   If it was the polar vortex to blame, why didn't everyone get charged a higher rate.  This means that the company is arbitrarily charging customers the rate they choose which has nothing to do with the polar vortex.  I did call customer service who to date has never called me back.  You are never able to get someone when you call and your only option is to leave a message and wait for a call back.  I have been waiting for several months for the company to call me back.   Just so the company knows, I will not stop writing responses until the company chooses to do the right thing and reinburse me for the unfair price they charged me. 


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company Respond Power my husband and I changed to 2years ago at are old apartment we never renewed while moving to our new home in Oct of 2012 to ***** ****. Our old electric account was closed out and we started anew with **** , a different account number and security deposit too. **** informed us yesterday that Respond Power was handling our account and charging us a rate of 35cents a kilowatt as opposed to their 0.08cents a kilowatt. My husband then asked **** if we could return to **** immediately. **** said they would allow us to comeback but we also needed to contact Respond Power as they would continue this rate until May ****. My husband spoke with a gentleman who refused to give his name or connect him to a *******. My husband only wanted the man to give us a better rate like they had in the past even though we were unaware that they were the company billing us. Since we were told by **** we had this company since 2011 we couldn't understand why our bill has tripled in the last 6 months or so. The man at Respond Power said he could do whatever he wanted and would not connect my husband to a ******* nor adjust our bill. When my husband told him he would be contacting both our attorney and the BBB the man at Respond Power chastised him and said he can go ahead and lose more money and time. The fact that this company has increased it's rates by almost 250% is infuriating enough but to not even have a civil conversation with a person at Respond Power to try and remedy this matter is even more appalling. My husband is sole provider of a family of four. This company has taken advantage of us to the point that we cannot pay our other bills. **** is willing to work with us for a back payment of $444 so our power will not be shut off but they even stated that we shouldn't be paying almost $350 a month when at the most we should be billed $100. Because of this company we will probably be billed two more payments of $350 which we cannot afford to lose however we have to keep our power on too?

Desired Settlement: I just would like what is owed to us. After looking back I believe that we have only been overcharged the last six months or so living here and am willing to settle for $2000. We have also contacted the Attorney Generals Office in hopes they can be made aware of what Respond Power is doing to hardworking people who pay their bills.

Business Response: Good Afternoon,

This customer has been enrolled in a variable rate plan with our company since the fall of 2012. We only have one account number listed for this account and it has been the same the whole time. The customer's account has now been cancelled and will return to **** at the end of May. Because this is a public forum, we are unable to get into specifics here. We encourage the customer to contact customer service or **** directly for more detailed information.

Regards, 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We spoke with **** they were the ones that figured out that Respond Power was overcharging us by almost 300%. Respond power didn't say what they were charging per kilowatt on our bill  they put a percentage in as "commodity fee" After the man at **** did the math he estimated they were charging us 35 cents a kilowatt as opposed to ****'s 8 cents. The man at **** had my husband reach out to Respond Power to see if they would at least negotiate this rate. The man my husband spoke to would not allow him to speak to a *******, give his name, nor negotiate any rate. When my husband told him he would be hearing from our lawyer the man told him to "go and spend more money on a lawyer" . What kind of company would say that to a paying customer? This company is nothing but a fraud. Even the man at **** said it's unethical what they are doing to us but since they are the billing company **** cannot change the amount owed.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We are sorry for the customer's experience. We never want our customers to have a bad interaction with any of our customer service representatives. We will investigate this matter further. 

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On January **** an energy solicitor (*******, agent #********) under the employ of ***** ******/Respond Power appeared at my home and offered a lower rate of billing thanks to recent energy deregulation. Agent #******** falsely told me that if I switched energy suppliers that my new rate would be cut in half to roughly 4 cents per kilowatt, and that I would no longer receive distribution charges on my bill. I accepted and he placed me on the phone with a representative that stated the same. By March I received by first bill from ******* in which Respond Power was the supplier. I was billed at the insane rate of .24990385 per kilowatt hour, nearly three times my precious rate of 7.5 cents. In addition, other charges Agent #******** claimed would be gone continued to appear. I was the victim of a door-to-door billing scam like thousands of others. I immediately contacted ******* and they were helpful with giving a reasonable payment plan, switching energy suppliers on April **, and guided me to file a complaint with the PUC. On April *** I was finally able to get a representative from Respond Power on the phone, ****, at 12:09 pm. **** was a helpful phone rep, and apologized. He informed me that Agent #******** placed me in a variable rate contract. **** offered me a refund of two $50 checks to offset the high cost of the bill. Unfortunately, I would not receive a refund unless I agreed to a 12 month fixed rate contract at 9.6 cents per kilowatt, which is higher than the 7 cent average in Pennslyvania, and comes with a $100 cancellation fee. After being burnt on the very first billing cycle, the inflated 9.6 rate, and cancellation fee, there was no way I would ever agree to another 12 months with Respond Power. In this way Respond Power can hit the customer with on outrageous variable rate bill, then offer a small remedy in order to trap the customer into a long term contract in which the customer loses even more money. I did not wish to escalate the matter with the PUC or PA State Attorney General, and called Respond Power again on April ***, 12:06pm in order to negotiate for a partial refund. I spoke with a phone representative, *****, who was very rude and unhelpful. I asked for the identity of the energy solicitor whom I spoke with on January ****, and that agents ID number which they must carry by law. She refused to provide me with that information. I also asked for a copy of Respond Powers contract which they claim I signed, and ***** also refused. She attempted to talk over me as I calmly asked to speak with a ********** three times. She claimed that my service was terminated, and that any contract information was the sole property of Respond Power. After a brief period on hold I did speak with a **********, ***, and asked again for the identity of the energy solicitor. She did provide me with this information, but would not provide me a copy of Respond Powers contract with me. *** stated that it was not Respond Powers policy to release that information, and again would not issue any refund unless I agreed to a 12 month fixed rate contract. At this point I confronted ********** *** with the fact that on March *, 2014, **** ******* of Pennslyvania issued a state of cold weather emergency, during which it is illegal to gouge energy prices. Then *** became very defensive, as if somehow exposed. She said that's the job of our "legal department" and that there was nothing she could do. She said "Call the PUC, it's not our problem." This is my final attempt to mediate a settlement with Respond Power for a partial refund. I want to say again that I {do not} wish to escalate this into a legal/state matter, which is far more costly and time consuming to Respond Power than a meager $100 refund.

Desired Settlement: 1. I want a copy of the contract Respond Power holds, as it may differ from mine. I want it emailed to me and mailed in document form. 2. A $100 partial refund, as originally offered on April ***. This would be acceptable.

Business Response: Good Morning,

I am sorry you had a bad experience with our customer service representatives as well as with the agents of our partner vendor. I have attached your signed sales agreement as verification of your enrollment in a variable rate plan. The rates on a variable rate plan are
subject to change based on market conditions. Unfortunately, the energy market
performed very poorly this past winter due to decreases in energy supply and
increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets. 

Regards,

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A representative of Respond Power came to my door a couple months ago advertising that we could save 10% a month on our rate. Last month we were charged 7.99 cents per KWH where **** **** ***** was charging 5.08 cents per KWH. This month we were charged 15.9899 cents per KWH where **** **** ***** was charging 4.93 cents per KWH. We were promised a 10% discount compared to what we were paying before and instead we are paying 324% more than what we would have paid with **** **** *****.

Desired Settlement: I would like a refund for being over charged last month as well as a new bill that adjusts our current bill to be 10% cheaper than **** **** *****'s rate of 4.93 cents per KWH as promised by the representative that came to our door.

Business Response: Good Morning,

The customer initially enrolled in a variable rate plan with our company. The customer's signed sales agreement is attached for confirmation. The sales representatives from our partner vendors may state that historically our company has saved customers up to ten percent, but are strictly prohibited from guaranteeing prices. We will take the customer's comments into consideration as we continue evaluate our partner vendors.

The rates on a variable rate plan are subject to change based on market conditions.
Unfortunately, the energy market performed very poorly this past winter due to
decreases in energy supply and increases in demand due to the cold weather. While
suppliers like Major Energy/Respond Power base the rate on a daily rolling
average and hedging, most utilities purchase energy in massive block and adjust
quarterly or semi-annually. Because of that, sometimes suppliers find
themselves with higher rates than utilities. Eventually trends reverse and
utilities are forced to adjust their rates to make up for losses due to
underpriced supply sold to customers during high markets.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I remember the conversation between the Respond Power representative very well. I answered the door and the representative showed me a badge and quickly asked for a copy of the latest electric bill I received for electric. I produced my latest bill and after a quick examination, the representative circled the total amount due and explained that if I switched to Respond Power "that number will be 10% less". The representative also wrote "10%" next to the circle as shown in the scanned copy of the bill I provided to the representative. Technically, by the way the representative explained my bill would be 10% less than $122.85. I did not believe that was what the representative meant so I asked to clarify, "so technically my rate will be 10% less than what I am currently paying?" The representative said yes. At the time I was not entirely educated on the process of how electric was supplied and delivered and I asked another question "Would they be able to reimburse me for the past months that I had in service." The representative responded saying "I don't know if they would be willing to do that, you would have to call and ask." The representative failed to clarify that Respond Power has absolutely no relation to **** **** ***** and that being a totally different supplier, it would be absolutely stupid to believe that Respond Power would refund money that they didn't receive because they had nothing to do with my current setup. The representative completely took advantage of my lack of knowledge and lied saying that my bill "WILL" be 10% lower.

When I received the bill, I made a post on Respond Power's ******** **** regarding the situation and as a result, my post was deleted and I was blocked from posting anymore comments on the page. No explanation, no contact and no respect.

As a response to the completely irreverent part of your response regarding the effects of a harsh winter. This was the second bill I received from Respond Power the first of which being in the time period of late February to late March. If either of the bills would reflect the effects of the harsh winter, wouldn't it be the bill that accounts for a month that actually takes place in winter? For that month, our rate was just over $.07 per KWH. For the second bill, that reflects usage from late March to late April, we were charged $.16 per KWH. Winter officially ended March ****. The Average temperature for the first bill was 29 degrees Fahrenheit where it was 45 degrees Fahrenheit for the second bill. IN NO WAY does this argument help your case. 

Also, while irreverent to my complaint, your representative made a comment that some may reflect to be racist mentioning that "*** ****** ** *** ****** ** **** *** * **** **** * *** ** ***** **** **** ***** **." Referring to my dog. This does not directly reflect my case nor am * ******* ******** or offended, but it does show the lack of training and professionalism of your representatives. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had Respond Power come to my door and tell me that they would save me money on my elect. bill. I was told that I would see a savings on my next bill. When Respond was added to my bill, my bill become much much higher. In 3 months it was over $400 for Respond ON TOP OF MY ELECTRIC BILL!! I tried calling Respond numerous times with no answer. When I finally got them on the phone, there was no talking to them. I got the run around. I told them what was said when they came to my door and their response was I was on a variable rate. I was not told that they can charge whatever they want, and have been charging many customers way more than their electric bill. There was no disclosure about how the billing was done. When I finally got Respond off my bill it took another month to have them taken off, which was another month of bills. I feel that they are scam artists and take advantage of people by telling them that they will save money and not telling them about how their system works. I now have a cut off notice and a $1,100 elect bill.

Desired Settlement: They full payment made to Respond was 477.00.

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company triples my monthly billing charge from Jan. to Feb. And again from Jan. to March.

Desired Settlement: Want to pay the original rates.

Business Response: Good Morning,

We are sorry the customer is unhappy after staying with us for so many years.  The customer was enrolled in a variable rate plan, meaning the rate would be determined by the energy market.  The severe winter, combined with less energy supply, caused rates to rise steeply these past months.  I have included some additional information on why rates rose. Your account has been canceled.  Please speak with your utility for budget billing options.  Again, we are sorry to you as a customer, but we will not be issuing a refund in this situation.

Regards,

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit ********************************.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

As per this following webpage -
******************************************************************************************

States this about Respond Power...

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

Does that not say FIXED RATE?

And is that rate not WAY below what they charged me these last 2 months??

Would love their resoponse.

Thank you so much for your time!

 


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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




 

Business Response: Good Morning,

While we agree that what the customer has presented is a fixed rate, at the time the customer enrolled with our company, over three years ago, we were not offering a fixed rate via the web. If the customer reviews his previous 37 bills, he will note that his rate fluctuated during nearly every billing period. This indicates he was enrolled in a variable rate plan.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

So basically you are saying that what you did was wrong. Thank you for that. So it is OK to do such a thing to a loyal customer of 3 years and not to just any of your customers. Glad this is your business model. I no longer use their service and have told everyone in my area to droip them as a business provider. I guess this is all I can do. Thank you SO kindly.

Sincerely,
******* *****

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

******* ***** 




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Respond Power signed me up for their service and I did not agree or sign. *** (Agent Code: ******) from Respond Power came to my door when I was not home and spoke with my fiance. She is not an authorized user on my ***** account and she also stated that she will not sign for anything without speaking with me. So disregarding her, *** signed us up for their services and left a carbon copy of the contract with no signature in my mailbox. I was not aware of all this until recently when I saw my ***** bill and I saw that I owed over $600. When I was with ***** only, I always received a credit from my equal payment plan.

Desired Settlement: I have recently canceled with Respond Power, but since I had never authorized services with them, I am looking for a refund of my last bill in April of $297.20

Business Response: Good Morning,

The customer's fiance enrolled in a variable rate plan and confirmed that she was authorized to make changes to the account.  I have attached the signed sales agreement as confirmation.  The customer was enrolled with our company for over a year.  The account has now been cancelled.  We are sorry if the customer had a bad experience.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I Have uploaded my copy of the contract and you can clearly see there is no signature.  But regardless of the signature, how could someone who is not authorized to make changes on MY ***** account; change my terms of service? I called ***** and they confirmed no one but an authorized user can make changes and last I checked 4/**/14, she was NOT an authorized person and nor was she ever.  It would be the same if they came to my door and a cleaning person answered but they got a signature, so it's ok to change the owner's bill.  Not saying my fiance is a cleaning person, but it's the same principal; a cleaning person is not authorized and neither was my fiance.  I am the only person on the bill and my signature should be the only one to make changes.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: We have been in contact with the customer via email.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The company is stating that since they saved me money, around $98; they are not going to issue a refund.  I do not accept this answer because, I am not only disputing the ridiculous up charge in March, where my rates went from $.08 to $.29; I am also disputing the fact they forged a signature and signed us up for a service we did not agree upon.  I have uploaded a scan of my fiance's signature; you can clearly see it's not the same on their copy of the contract and my copy has no signature.  

So I believe I am not asking for much when I only want some reasonable refund for the insane up charge in March. And not for the entire year. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Two sales representatives came to our home while I was at work. My husband talked to them about the service they were offering. They claimed to provide rates for our electric service that would lower our bill by ten percent. My husband agreed to the service and signed the sales agreement(No. *******). Our electric account is solely in my name. My husband isn't even listed as an authorized user on the account . The agreement was signed on ** August 2013.Our electric bills were okay until this month when we received a bill for over $1000!!!! When I called **** **** *****, they looked at my account and determined the issue was the rate we were being charged by Respond Power and not our usage. Our usage is in the same range that it has been for years. I called Respond Power and had them cancel their "service". I was informed by them that a request was sent to **** **** ***** to have the billing go back to them but it would take 4-6 weeks for this process to be completed. I then asked for adjustments to be made to our bill and was informed that could not be done since it is a variable rate. The representative then told me since the electricity business is so volatile we would be better off finding a provider with a fixed rate. That sounded condescending and ridiculous to me!! The change on my account never should have happened without my approval and signature since I am the only account holder for this matter!

Desired Settlement: I feel it is appropriate to be refunded the difference in our bill. Our average bill through **** **** ***** is approximately$100 a month. I don't have an exact amount since Respond Power is claiming another billing cycle will pass before **** **** ***** takes over the billing on my account.

Business Response: Good Afternoon,

We are sorry the customer has been dissatisfied with her experience and could not find a resolution from our customer service department.  The customer's husband validly entered into a variable rate contract with our company, meaning the rates would fluctuate as determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


First and foremost my husband is not listed on my account.  Therefore he is not permitted to make changes without my consent!!!!!!!!!!  Secondly, the sales person promised our bill will be decreased by ten percent. Ever since my husband made the UNAUTHORIZED change to MY bill it has steadily increased. This company is hiding behind statistics and it needs to stop. They need to be held accountable for their SHADY practices!!!!

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Our last answer was responsive to the customer's complaint.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 Again the company has avoided the major issue which is the fact that they solicited an unauthorized change to my account!!  I want reimbursed the coverages on my account due to the UNAUTHORIZED change that resulted in a massive spike in my bill!!!!

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******* ******




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company solicited business by coming to my residence promising lower energy rates then my current provider approximately 2 years ago. I stayed with them and paid all of my bills on time and as soon as the cold of winter hit they increased their rates with absolutely no notice or given opportunity to go back to my original energy provider, ****. Since approximately November, 2013 my bills have increased substantially. I have lived in the same small 2 bedroom apartment for the past 4 years and my energy bill has NEVER exceeded about $165.00-$185.00 per month. This winter my bill went to around $180, then to $252 the next month and my current bill for 2/**/14-3/**/14 is $335 which is absolutley ridiculous! It appears as though this company took advantage of the cold winter and in turn apparently took advantage of working class people. My usage actually went down from last billing cycle and my bill sky rocketed. I did call this company as suggested prior to filling out this complaint and they expressed to me that there was nothing they could do with this current bill as that's just the way the rates have increased "all over the country". The only thing they did say was that they could offer me a "fixed rate" which involved a contract and I don't want any parts of that. I have already gone back to **** and will never change again when someone solicits me at my residenc to switch to "cheaper" energy. Thank you.

Desired Settlement: I would like this company to adjust my bill to reflect ****'s rate for the last 2 billing cycles, the $252 bill and the current bill of $335. Thank you.

Business Response: Good Afternoon,

We are unable to locate the customer in our database.  If the customer could please provide the account holder name or account number, we can better respond to the complaint.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.  Here is the former account information requested by them as I have made the change to go back to my original energy source, ****:  *******
Sincerely,

****



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

 

Here is the former account information requested by them as I have made the change to go back to my original energy source, ****: ************.
?

Sincerely,

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




 

Business Response: As the customer notes, she enrolled in a variable rate plan with our company several years ago. Unfortunately, the
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like
***** ******/Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

Regards,

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A sale representative for Respond Power came to my door several evenings in a row and even thought was told that I was not interested, he kept insisting that he could offer me a better plan if he could just see one of my bill, I finally gave in ( I am 24 year-old , 100 LBS woman and live alone in my first rental home and was intimidated). He looked at my last bill and guaranteed me my rate would be lower. He never explained that the it would be a variable rate. My bills have doubled and now almost tripled. I live alone in a small row house but last month my bill soared to $354.79 ( and heat is gas not electric !!). I am currently out of work and unable to face this kind of expenses. When I tried to contact Respond Power , I was always put on hold and/or phone would disconnect. I have contacted ****** and switched company as of 4/*/2014. On my last bill Respond Power charges: $0.2499014/KWH, ****** is $0.0785

Desired Settlement: I feel that since I was promised a better rate, my bills should be reviewed and I should be reimbursed of the difference between Respond Power rates and ****** rates. This has put a great stress on my financial situation and, basically, emptied my bank account over the last few months...

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.  This is confirmed by the attached sales agreement.  We never guarantee savings.  In light of the customer's comments, we will be examining the procedures of the independent partner vendors that solicit sales for our company.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

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Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

* The sales person DID NOT disclose the fact that it will be a variable rate and pressured me into signing the contract.

* The increases in rate that Respond Power applies to their customers' accounts do not reflect the other electric suppliers companies in the tri-state area.

* I am not satisfied with the outcome and  I am planning on contacting the PA Public Utility Commission.

Thank you
?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 %

Business Response: Good Morning,

We are sorry the customer remains unhappy.  We again refer the customer to his signed sales agreement where a variable rate is clearly indicated.  

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

Even thought I accept the fact that it was my responsibility to read the entire  agreement before signing it, I do not remember seeing the Variable rate box checked and I do feel that the salesperson 's ways were unethical.  The rates shown by the company are not in line with what is charged in my area and I will contact the PUC. Thank you
?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 %

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My electric bill $345.46 this month, last month it was $256.60. I used considerably less electricity this past month. They said they are charging me a .034990 variable rate. I feel as this is an outrageous and over-priced charge for electricity. I feel as if it was a deceptive business practice. I would like a more appropriately priced/rate for electricity.

Desired Settlement: an adjustment of $100

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a 12 month fixed rate plan.  After that 12 months, the account switched to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February **press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
*****************

If you are interested in enrolling in another fixed rate plan, please contact customer service and they will be happy to assist you.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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


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

 

Business Response: Good Evening,

As the customer has indicated, she has already spoken and corresponded with our customer service department.  The account has already been cancelled, but it will take 1 - 2 billing cycles for the utility to process the switch.  We will not be issuing a refund in this situation.  We are sorry if the customer remains dissatisfied.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I think it is a disgrace that I could not lower or even find out what the second month rate would be for my account. 
Disgraceful!

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
********* ****************




 

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received an outrageous bill in February for my electric when they charged me for $0.20/watt when they advertise $0.08/watt. When I called to complain they told me I was not fixed, but a variable rate and they could charge me that amount. When I questioned what they advertised on the state's website, the gentleman told me he could not give me that rate for February, but for my bills afterward he could. I received my bill in March and instead of the $0.08/watt he said he would charged, they charged me $0.40! Five times what they said they would! I have tried calling, only to be told the line is busy or put on hold for 30-60 minutes at a time. I have also messaged them, which there website says they will get back to you in 24hrs, and a week later I have not received a message for them. I refuse to pay $500 extra a month for their fraudulent pricing practices. You can request the phone call from February **** since they said it was recorded and listen to the gentleman himself say he would give me the advertised price in March, which he did not.

Desired Settlement: Bill adjustment for $700

Business Response: Good Morning,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

When I called to complain in February, the customer service representative told me he would give me the rate posted on the state's website for the next month, but could not do anything about February's bill since the bill was already adjusted once. I did cancel, but that does not mean that they can tell me one rate on the phone and then bill me another one just because the customer cancelled. And I do have a letter from 2011 where they said they offered fixed rates, just like they posted on the state's website when I called to complain. So to say that I initially signed up for a variable rate or that that is what they offer is not true, since that is not what they have been advertising.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** ******




 

Business Response: Good Morning,

We are sorry the customer is dissatisfied with our previous response.  However, we will not be issuing a refund in this situation.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

They are failing to issue a refund or adjust the price of their electric. They advertised a $.08/kilowatt and charged me $.20/kilowatt. When I complained they said they could not adjust but could honor the price thereafter, and instead charged me $.40/kilowatt. How is that acceptable?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Problems with Product/Service | Complaint Details Unavailable
9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company, Respond Power, LLC, provides electricity through **** **** *****. This supplier of power has increased rates in the last four months from a rate of $.059902 per KWH (For the month of November) to $.0799 (December) to $.1099 (January) to most recent month being $.1499 (February, payment due in March). This is about triple of what **** **** ***** charges in cost. Now, when I had signed up for another supplier, they had never stated the company name, nor did what I sign have anything that I noticed a variable rate. Having studied contractual and business law, I have learned to review everything. I also understand the concept of supply and demand, but when I have been cutting down my usage the last three months, I don't understand how my rate increases by approximately 30% three months in a row. Not only is this unethical, I highly doubt the practice is legal. I believe that the electrical suppliers (in this case Respond Power) need to be held accountable for their borderline illegal but definitely unethical behavior. I am also contacting the Attorney General's office since the organization refuses to do anything about the rate changes as they pull the "we can't do anything about our prices" card regardless of who I talk to within their customer service department or their management. Luckily, I am switching away from them, but I do want this organization investigated for its practices. When I had apparently switched, the person deliberately misinformed who he was working for, claiming to be a state employee. The above statement is to the best of my knowledge to be the truth and to my knowledge is accurate to the best of my abilities and comprehension. I do have the last four billing statements on hand to verify the accuracy of the cost per KWH.

Desired Settlement: Ideally, I would like a refund of the differential between the $.059902 rate and the various rates from the last three months of bills. I've had to finance the last bill... and I was using less electricity than I did last year, yet paid hundreds of dollars more per month. I am willing to compromise and go with the $ .0799 rate for the last two months and get a check for the difference. That would leave me satisfied; however, I am still switching my power supplier to not be Respond Power and did file a complaint with the Attorney General's office in ************. I'd prefer to get a refund for the money spent, as I do understand companies need to make money; however, I do not think making monthly increases of approximately 30% in three consecutive months to be ethical either. I want a reasonable resolution here.

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

First of all, one of your employees claimed to be a state employee conducting research to ensure that we were not being double charged distribution charges from our electric supplier (at the time **** **** *****). He explained to me and had me speak to a person on the phone. At this time I did not see a document stating anything about Respond Power nor did anyone claim to be a representative of Respond Power. I also have a witness to verify this.

Regardless though, when your competition has variable rates and they are costing about a third of the cost of what your company is charging, you're obviously charging an unethical price. This is one of my issues with your company.

Listen, I told you how to resolve it. You've already lost me as a customer, and there is already a grass roots movement to boycott your company entirely in this state. If you continue your practice of leading customers into contracts while LYING ABOUT WHO YOU WORK FOR, then that's the major issue. Do you honestly think there will be no repercussions from a lack of ethical behavior?

I will pay you the .0799 rate from December to January from my bills. I want that rate applied to the next two bills I had already  paid and I want a refund of the difference. It's a fair compromise because I am still paying you a higher rate than most of your competition out here, but I am not letting you charge me that .1499 rate and think that you can get away with it without me continuing the process. I have already contacted the Attorney General's office, as have many other citizens of ************.

Until I get a partial refund, this issue is not resolved in my book.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer is dissatisfied with our previous response.  The customer validly enrolled in a variable rate plan, meaning the rate would be effected by the energy market.  We will not be issuing refund.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I am not satisfied with the response as ONE OF YOUR EMPLOYEES STATED HE WAS AN EMPLOYEE OF THE STATE OF ************! This is fraud. Also, a variable rate would mean that rates would fluctuate, not increase at a rate of 30% or more three months in a row. Especially when usage has DECREASED. This goes against supply and demand, therefore making your price unethical. You are telling me that your rate of about three times the rate of your competition is ethical let alone legal? I am willing to pay the higher rate of .0799 per kilowatt. Which is more than any competitor around.

I would like the verification of my agreement to the variable rate in print form of the EXACT document I signed and/or to hear the recording of the person I talked to, who I am sure did not state to me that she was a representative of Respond Power.

I am willing to pay you a higher than local rate for the three months of high costs you incurred upon me at the above mentioned price. If you refund the price differential for other months, there is no issue. You're talking about a refund of a few hundred dollars as a worst case scenario when you are still making profit. Why is this an issue?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Month after month, Respond's rates have been much higher than **** but I let it go. Even when my commodity charged jumped from .13471 in January to .19709 in February, I did not complain. However, now my March bill is showing a rate of .34990 which is almost TRIPLE that of just two months ago. They are trying to use the bad winter as an excuse, saying this type of increase was across the board. This is a flat-out lie. I have spoken with other people and other suppliers and NONE of them have seen anything even close to this awful company is doing to its customers. I have cancelled my account with them and returned to ****. I don't understand how there is no regulation here. I thought having a choice was supposed to be better for the customer. Staying with **** from the start would have saved me hundreds of dollars. I will not pay that commodity rate. They want .34990 x 550 kWh at $192.45. I am perfectly willing to pay last month's rate (although still outrageous!) of .19709 x 550 kWh at $108.40. A simple credit of $84.05 will resolve this immediately.

Desired Settlement: I am perfectly willing to pay last month's rate (although still outrageous!) of .19709 x 550 kWh at $108.40. A simple credit of $84.05 will resolve this immediately.

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Variable is one thing but what they're charging is well beyond reasonable.  I will not be satisfied with anything less than a credit of $84.05, and I think that's being very generous.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Evening,

We are sorry that the customer is not satisfied with our response.  We will not be issuing a refund in this situation.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I realize nothing will come of this and there's nothing I can do.  However, I will not officially state that they have resolved my issue.  The case might as well be closed but I will not check the resolved box.   

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of this company for 2 years. For those two years, the rate I was charged per kW was comparable to other companies and sometimes even better. Recently, my cost per kWh has increased by 8x. In two months, my charges went from $0.04 per kwh to $0.34 per kwh. My last bill is for $630! I live in a small townhome, and live alone. There is no way that my electric bill should be anywhere near this level of expense. I have tried to speak with a representative of this company for 2 weeks- last week alone I was on hold for a total of 7 hours and never spoke to a single person. I did receive contact through their livechat line, but instead of getting answers, was told to reference websites showing me that power has gone up in cost. After 4 separate online conversations with different reps, I was unable to get any justification for the insane rise in rate. I understand that the cost of electric and gas have risen. However, I also understand that if these costs were as high as Respond is trying to tell me they are, everyone would be experiencing bills similar to mine- they are not. When I looked up other companys I found that Respond was charging me more than twice the highest rate I could find. There is no justification for the costs to increase by 8x over 2 billing cycles, but Respond refuses to explain things, provide straight answers, or to try to help out a loyal customer. I am highly disappointed with the customer service I received- in fact, while speaking with a supervisor, I was met with attitude and a raised voice when I asked for an explanation. I would like the BBB to investigate this outrageous jump in charge and, if possible, inform me of where to go from here or how to get help. I can not afford to pay $630 for one month of power. I have tried to find a resolution on my own but have gotten nowhere with this company.

Desired Settlement: I believe the charge of $0.34 per kwH is absurd. I have found support of this being incredibly high and unfair by speaking with **** as well as other individuals. I have also researched current rates online and can find nothing to support this level of charge. I would like a deduction in my bill as I believe that $200 or close to it be a more than sufficient payment for one month of electric as it would still be charging a higher rate than every other company but is not as escalated.

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the *** regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

you have still not provided information to defend or justify why YOUR company needs to charge so much more than any another company.  Your contintuation to forward me copy & pasted pieces of articles speaking about our extreme weather, etc. and to deny that your company is charging more than double what any other variable rate is being charged with is unprofessional and unacceptable.  I do not need any further articles to read or websites to visit.  If what you are charging me is so in-line with the current issues, as mentioned in your copy & pasted pieces, then all variable rate customers would be experiencing similar charges.  This is not the case.  Once again, your company is no where close to the "average" variable rate for last month.  These issues that youare quoting are happening everywhere, which you stated and therefore have agreed with.  Therefore these issues would apply to all bills, not just your company.  Either provide REAL information, not links or information you are taking from other sites (plagarism, one could possibly say)or adjust my per watt charge to be more in line with what is REALLY happening currently in the market. 

 

 

Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer is dissatisfied with our previous response.  We have done our best to provide information on why energy rates fluctuate.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

You state that your company is sorry in your last e-mail- if this is the case, do something to improve the situation.  My issues, points, and questions are valid and if your company has any morals behind it, you will agree to compromise and help the situation.  Additionally, I just received another bill from your company, after I cancelled service with you.  To say that it takes weeks to switch service over is absurd and dishonest.  The *** agrees,  and because of dishonorable companies like yours, there now needs to be laws put into place to protect good people like myself against greedy companies like yours. I am still hoping that someone at your  company will demonstrate some sort of human empathy, fairness, or a back bone.  Do not send me a link to an article.  Do not copy and paste information from some kind of form letter.  Instead, demonstrate to the "we are sorry" you sent and be willing to meet a loyal customer halfway.  As your representative also told me, "it is Respond Powers goal to save you money."  Prove it.

?
Sincerely, *** *********  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My father was approached in his front yard while he was raking the yard with a high pressure sales, offering much lower charges for electricity and also offering free medical prescriptions if he signed up. He was told that the rate would be below his current pricing and would remain below. The price started approximately .07 cents per kilowatt and has increased every month--to the current rate of .25 cents. He uses over 500KW each month---his bill this month and the past 3 months have been $90 more each month than if he would have remained with his other company. He has paid an excess of $700 more than he was told he would have to pay. One cannot get in touch with the company, each day I wait over 40 minutes on hold and no one answers. They do not respond to emails. The free prescriptions were bogus, and he could not use them. He is 82 years old and a trusting man. These people are prayingon elderly people. We have switched carriers, which will go into effect next month. I would like respond energy to pay my father at least $500 for their lies and empty promises.

Desired Settlement: Refund check of $500

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I am rejecting this response.  My father was scammed into agreeing to the variable rate.  He was promised the rate would always be competitive with *******’s rate. This was untrue after the second month into the cycle.  He was also convinced and given 2 cards for “free” drug prescriptions which were not valid. Had I realized this scam earlier, I would have cancelled the account earlier, however I live in another state and do not get to his home as often as I would like.  I would like him to receive some type of refund directly from Respond Power as they should be embarrassed and shut down for their preying and lying to elderly persons.  I switched energy supply companies 2/**/14 unflortunately it takes 2 months to take effect, which means he paid over .10 cents more than ******* rates for the first month and .18 cents more per kilowatt this month.  His average use is about 525 KW so he paid at least  $140 extra the past 2 months waiting to switch.  Again, I feel this is criminal to scam and persuade elderly folks in this manner.  My father is a very trusting man, unfortunately---if is harmful when you are trusting very dishonest people, such as those soliciting for Respond Power.


Sincerely,

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




 

Business Response: Good Evening,

We are sorry that the customer is dissatisfied with our response.  The customer signed up for a variable rate plan.  We never guarantee savings.  I have attached the customer's application for verification.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

Although the attached written agreement states that the rate does not guarantee to be cheaper, the sales people did orally guarantee that it would be. In addition to that promise, also given were 2 cards for 2 free prescription cards for 2 free refills that were not usable at any of the local pharmacies.  I would be satisfied if Respond Power refunded a partial amount, and would then stop preying on elderly adults outside of their homes and not trespass onto private property with sneaky tactics as they did as well.  Although it is one persons word against another, my father cannot read the fine print in the agreement and trusted the salespeople that what they said was true.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: **** ******* called me in November from respond power and ***** ****** to switch to their company and she said they can save me 10% on my bills by my old bill, she asked what I was paying and told her 0.040210. I got my first bill in dec. and it doubled, the second bill tripled, the 4th bill quadrupled, I called them and complained and to switch back and they promised me if the ny knicks win a certain amount of games they would give me 30% discount, and if I referred a person, I would get 50.00 dollars off, I never got anything reduced and the renigged on their contract.i went from $102 to $224 to $248 to $302 and now $486 and got a second bill for 125, 2 bills for march, everything was a scam for me to switch over so they can rack up the payment. now its 0.19989529

Desired Settlement: give me my 10% discount from when I switched over and 50.00 dollars for referring someoneand 30% percent discount from ny knicks winnings, this company should be shut down, its a scamming and people on limited income cant pay the bill, they renigged on there contract. attorney general office been getting thousand of calls from people with over charged bills

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

** ******** ****** *** **** *********** ******** *** **** ****** ***** ********* * ********** ***** ********** ** *** **** * ****** **** ****** ****** **** ** *** ******** *** **** **** **** ********** **** ******* ** ** *** ****** ***** **** **** ** ***** ********** ** ******* ****** ** ********* **** * ******* ** * *********** ****** ********* ********* **** **** *********** *** ******* *** ****** ***** ** **** ***** ** *** ********* *** ************ ******** *** *** ****** ***** ****** **** *** ****** ** **** *** *** **** ******** ******** **** *** ******* *** ******** ********* *** *** ********** *** ** ******* *** *** **** *** ******* ********* *** ** ****** ************ ***** ** ***** *** ****** ** *** ****** ******* ********** ***** *** **** ** ***** **** **** ********* *** ******* *** *** ******* ** * ******** ************** *** ************** ****** **** ******** *********** *** **** **** ****** ** **** *** ******** ** ************ ***** ********* **** ******** ****** ******* *** ********* *** ****** *** **** ******* *** *** ************ ********* ** *********** ********** ** *** ******* *** ********* *** ** *** ******** **** **** ******** ** *** ****** ******** ******** ****** ** ***** ******* *** ********* *** *** ******** **** ** *** ****** **** ***** ** ** ******** ** ***** ** ** **** ** *** ********** *** ******* *** *** ******** ****** **** **** **** ** **** **** *** *********** ****** ***** * ******** **** ** **** ******* *** *** *********** *** **** ******* *** ******* *** ******** ****** *** *** ******** ***** ***** ***** **** *** **** ****** *** ***** ******* *** ******** *** ******* ********* *********** ********** *** **** ************ ***** ******* *** ** ******* ********** ****** ** *** *********** **** *********** ********** ** ******* ******* ****** ** *** ******* *** ******** ** ******* ***** ** *** ******** ** *** **** **** ***** *** **** *********** ** **** ***** ** *** ******** ***** ********** *********** **** ******* **** *** ********** ** *** ********* ** ** ********* ******* **** ***** **** ********* **** *********** ** ****** ***** ** *** ***** **** ** *** *** **** ***** ** ** ********* ** ***** ** ** ******* ***** ****** ** ***** *** **** *** ******** ** *** ********* ****** ******** *** ******* *********** ****** ********* *** ********* ***** *** ****** ****** **** ****** ****** **** ********** **** *** ********* ****** ** ***** ** ******* ****** ** *********** ******** *** ******** ******* **** ** ******* ********** ***** ** ***** ** *** ****** ******* ********* ******** *** ************ ***** *** ****** *** ****** ** **** ***** *** ********** **** ********* ******* **** ******** ** *** ******** *********** **** *** ******** ****** ****** **** ********* *** ********* ** ********** ******** ****** ******* *** **** ****** ** ****** *** **** ***** ** ***** ******* *** ******* ******** *** *** *** ******** ******** ******* **** ****** ** ** ****** ******** **** ******* * ****** ** *** ******* *** ********* *** *********** ************ ***** *** ******* ** ***** ************ ***** ****** ****** *** ******* ** * ******* ***** ***** ** *** ******* ** *** ********* ***** *** **** ****** **** *** ** **** ** **** ****** ****** ****** ******** ****** ** **** ** ********* *** ******** **** **** ***** *** ******* *** **** ********** **** *** *** ****** *** ***** *** ***** *********** ******* ** *** ******* ** *** ***** ******* ********* ***** * *********** ******** *** *** *** ** * ******** **** **** ** ***** ***** ********* **** ******** ****** ****** ***** ******** ** ******* *** ******** ** *** ******* *** **** ***** ******** ** **** **** *** ********** ********* ********** ** ***** ********* *** **** *********** ***** ***** ******* **** **** ********* ****** ********* ** **** ** ********* ********** ****** *********** ***** ******* **** ******* ********** ********* ** **** ******* * ******** *** **** **** * *********** ******** *** ***** ******* ********** ****** ******* ****** ********* ****** ***** ***** ******* ******* ********* ******** ** ******* ****** **** ********* ********** *** * **** ** ******** ********* ***** ********************************.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I only switched because **** ****** said she would save me 10 percent on my bill. I was with ******* at the time and only paying 102 dollars a month, I switch back to ******* and my bill is still only 125 dollars a month. ******* told me my bill would not change even in winter months. something is wrong here, letting people know they get a discount and switch, then jack the prices. respond power never kept their contract promise, 50 dollars for referring someone, if ny knicks win so many games I would get a discount.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer had been dissatisfied with his experience.  

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] they should not be aloud to call people and tell they will give 10% off and give money for referrals and if knicks win so many games they will give 30% off that I never received. this is a scam to get people to switch and jack up the prices. ive spent my incometaxes on their bills and im still behind. I have filed a complaint with attorney general office and wrote to the president. I got ripped off by this company and will not see my money back, but in future something will be done about a new law

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond Power doubled their Kilowatt-Hour rates in February and tripled them in March to $0.34990 per KHW. I noticed my usage was much lower and yet my bill was at a record high. I shopped around and found Respond Power to be 300% than all other competitors in my area. I immediately switched back to **** and called Respond Power to let them know of the switch and to requested an adjustment on my last two bills because I was charged unreasonable rates for my electricity. I was told that they would only refund me 12% of my bill immediately and 12% in July, if I signed a contract to keep them as my electricity supplier for the next two years. Also, they would retroactively adjust my last two bills to a market competitive rate of $0.09 cents per KHW. Furthermore, I was told that they would not switch me out of their plan until the end of the month and that the rates would not be published until then. The rates could be even higher, essentially whatever they want it to be. And since I have cancelled them as my supplier, I can only imagine that they will increase my rates. This is not only bait and switch, dishonest and abusive, I believe it in black mail and / or extortion.

Desired Settlement: I would like for Respond Power to: 1) Immediately release me from their service on the date I called to cancel which is 4/*/2014. 2) Change my KHW rates in the last two bills, to reasonable rates and not 200% and 300% of the market

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market. 

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  While we send the utility the cancellation request within 24 hours of receiving it, we have no control over how long the utility takes to process it.  For further questions on the subject, please contact your utility directly.  Please note that we would never retaliate against a customer for cancelling and the rates charged are simply a reflection of the energy market.  Please contact your utility for budget billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Dear Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Although the market has had increases due to a cold winter, there is no basis for a 200% increase followed by a 300% increase.  Furthermore, it does not compare equitably with their direct competitors, of whom, the 13 closest one are still charging 300% less than they are.  Furthermore, they were unwilling to lower my rates to competitive levels, unless I signed a 2 year contract, locking me with them.  And finally, they will not let me out of their pricing plan until the end of the month, a full 25 days after I called.  So they get to legally "steal" from me for another month, after I have cancelled their service.

Sincerely,

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




 

Business Response: Good Morning,

Please note that the time it takes to switch you back to your utility is entirely up to the utility itself.  We forward requests for cancellation within 24 hours, but most utilities take one to two billing cycles to process the switch.  

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were approached at our door by 2 men selling electric transmission. Told that we would save a lot with low prices. That when everyone's rates went up, theirs would go down. We were not notified of any cancellation fees. We are an older couple. I am in my early 70's. I have no idea what the rate cap expiring really means and when approached by them, I trusted what they were saying. My youngest daughter looked over our bills and noticed what was going on. There is indeed a cancellation fee and every month our price per KWH has risen drastically, this month it is at 24.98 cents. We were also notified by a neighbor that this company is a scam and that we need to report it. This is a recap of the latest 4 bills with this company, bill due in: Jan - 10.99/kwh@838kw Feb - 12.98/kwh@782kw Mar - 14.99/kwh@719kw Apr - 24398/kwh@1551kw

Desired Settlement: I would like the price per kwh matched at ******** rate during those months since I feel that those rates are way above the current rates at those given times. Also I would like the cancellation fee waived since I have already switched suppliers with the help of my youngest daughter. Also, we would love it if this company was shut down so that no one else can fall victim to their lies and scams.

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Their response is repetitive and ridiculous. It's the same one they've used in other complaints and it holds no ground for me. Indeed this past winter was very cold, but their rates were way above average, way above! I understand about variable rates and I understand that they can fluctuate drastically, but 3 times the amount of competitive suppliers? That's just absurd!

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer is unhappy with our response.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

All the business did was apologize about me not being happy with their service. I want the actions taken that I requested in my first complaint. I want a refund of the balance owed to me, which is an offset of what their rates were compared to those of ******** for the months of January, February and March 2014.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The **** bill is not in my name but im my fiance's name which is ****** *****. I am aurthorized to make changes and to handle his account. I signed up with respond power because I was told that their rates where alot lower then ****'s rates. I continued to get these extremely high bills and didnt realize why they where so high. So i tool the time to actually look over the bill and i saw that respond power had charged me $870.00 for one month. I contacted them and they said they couldn't help me but to cancell.

Desired Settlement: I want the the charges to be taken away or decreased an extreme amount.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

 When I had originally signed up i was promised that their energy costs would always be lower then ****'s. That was a lie due to their charges being at 34.999 and ****'s charges being at 8.399. They lied to me to have me sign up and now my electrics getting ready to b turned off because of the lies they had told me. Their company tells people false information.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: Good Morning,

We are sorry the customer is unhappy with our previous response.  We never guarantee lower rates.  Please contact your utility directly for budget billing plan information.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:



I was promised lower rates. And if thats not what it was then they have their people saying and promising the wrong thing.

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We received a huge electric bill and discovered that the reason our electric bill was 3 times the usual amount was due to our contract expiring. We contacted the company for resolution and reluctantly agreed to renew our contract at a reasonable rate and receive a $160 refund. While I did not want to renew, we were told the next bill would be at same outrageous rate if we did not renew and $1000+ for 2 months of electric was not in our budget. Today, a refund of $60 arrived along with a note detailing that by cashing the check we waived all rights to future reimbursement. Between the initial hike of our bill, the lack of options during the 1st call for resolution, and the shorted refund check, we felt we needed to take action.

Desired Settlement: I would like my past bills adjusted to a reasonable rate (like the ones Respond Power advertises on-line). And, I would like to be let out of the new contract without having to pay the $100 penalty.

Business Response: Good Morning,

We are sorry the customer has been unhappy with her experience.  Due to a clerical error, we sent you a check that was short $100.  I have just put in the request to send you $100 and you should have it within a couple weeks.  We sincerely apologize for our error.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I received a response from Respond AFTER I started the complaint with the BBB. This was reply:

"*** *******, I tried reaching you this evening to discuss your account and left you a voice mail. I reviewed your account, and I do not see where you were offered $160 to renew. The amount your account is noted for is $60 now and $60 in three months for a total of $120. Please let me know what I can do to assist you. thank you ***** *****"

I think this is beyond a "clerical error" as I have now received three separate accounts of this resolution (the initial phone call offering $160, the BBB "clerical error' response, and the 2 refunds of $60 Respond response). I think there are some serious issues with this company and I am NOT comfortable doing business with them. Again, I want the overcharged bills adjusted/refunded, and I want to be let out on my new contract without penalty.

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Again, we apologize for the miscommunication on our end.  Your check for $100 is being sent out today and you should receive it by next week.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Since I hesitantly agreed to the $160 refund and new contract, I will make every effort to honor that agreement (no promises though since Repond didn't honor their "promise" to provide me with "the best prices we can" as reflected in my most recent bills).  However, in order for me to be even remotely satisfied, I will need the following: 1) the check to actually arrive in the amount specified (not like the 1st time), 2) a copy of the new contract I reluctantly agreed to on the phone which includes the rate, term length, and dates/cancellation fee information (since there seems to be frequent "miscommunication" on Respond's end, I prefer it all in writing), and 3) receipt of my next electric bill that accurately reflects the agreed upon new rate (again, due to past issues, I am not confident that this bill will be what I was offered during the phone call). Again, I am very discouraged that Respond is permitted to do business in this way.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told by a representative from this company that my rates would never cost more than ****, which is the public supplier for electricity. The first few bills were normal then slowly the rates creeped up and went from around 8 cents a kilowatt to 13 cents to 19 cents and my most recent bill stated I was charged 87 cents per kilowatt. I live in a 400 square foot studio apartment, and I'm never home and have my thermostat set at 60 degrees. My rent is $800 a month and my electric bill for the last month alone was $530.00.

Desired Settlement: I want my bill to be adjusted so the cost per kilowatt is equivalent to that of ****.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[I have spoke to **** and I need to have my billing issues resolved with Respond Power, not them. I have since switched to a different supplier but that doesn't make my balance go away and I am now being threatened with having my power shut off. I realize electricity prices rose over the winter but that doesn't explain the ridiculous costs the company charged because other suppliers and **** weren't charging rates that were nearly that high. It also doesn't make sense that last month, which wasn't nearly as cold as January or February, my rates jumped significantly and as of 4/*/2014 a customer service representative stated that for a new customer the rate was .0938. If the "demand" for electricity is so high then why are new customers only charged .0938? 

This article from Forbes magazine explains the situation a bit better: ***************************************************************************************************************************** 

If necessary, I can provide copies of electric bills from the past few months from my neighbor who lives in the exact same type/size of studio apartment as me and received electricity from **** and wasn't charged nearly as much as me. So please explain how that makes sense with your supply and demand explanation?]


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer is unhappy with our response.  We will not be issuing a refund.  For help paying your bill, please contact your utility for budget billing options.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[My complaint is in no way resolved. I find it odd the company was unable to answer my question as to why they are able to offer new customers a low rate when "market prices" are so "high." I am not asking for a refund, I want the balance of $898.87 adjusted. I have spoken to **** and they said I need to work it out with the company.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We switched to Respond Power as our electric provider over a year ago. Someone came to our door from Respond Power and talked to me about their services and I was told them their rate would ALWAYS be below ***'s rate. So of course who wouldn't want to switch and be with Respond Power then. Well I didn't realize until last month's bill that we have truly been taken advantage of. Our bill was 435.20 with them. Never ever have we had an electric bill be somewhat even close to that. I called *** to find out what our bill would've been had we been strictly through them and they said it would've been around 170.00!! So how was I told multiple times that Respond Power's rate would ALWAYS be below ***'s but then have a drastic bill discrepancy like that. I cancelled with Respond Power after last month's bill and the customer service rep, told me I was not making the right decision switching away from them and tried everything he could to get me to stay with them but I declined and his attitude was not nice. So I just got the most recent bill and it is now 700!! *** told me since I cancelled with Respond Power in the middle of a billing cycle that I had to finish the billing cycle with Respond. It makes me sick to think how much money has been taken from us over the past year. We are a family of 5 struggling to make ends meet each month and a 435 and definitely 700 dollar electric bill is nowhere feasible for us. 700 is more than our mortgage payment each month! A company should not be able to tell people that their rates will always be below *** if that is not the actual facts.

Desired Settlement: To be refunded at least some if not all of the added money they charged us each month. To claim to always be lower than ***'s rate and then not even be close to that is just plain wrong! This company needs to be training their salesman to give out accurate info and not dupe people just to get more clients. It saddens me that we have not had enough food to put on our table while Respond is pocketing all of this extra money! Please refund me what Respond has ripped from us.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking su***y of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I do understand it has been an extremely cold winter but our usage was less this winter than previous winters.  Respond Power's customer service did tell me it was a variable rate I was signing up for BUT also told me numerous times that the rate would ALWAYS still be below whatever ***'s rate would be.  To just price guage customers is against the law! I did cancel after the 430 dollar bill only to have Respond price guage us one more time and send us a 700 dollar bill when our usage that month was even less.  To price guage customers to get what last little bit out of them you can is just unethical and this case is not resolved b/c the least Respond can do is give half of what they have taken from my family back.  Maybe they need to research price guaging laws instead of blaming it on our cold winter!

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: Good Morning,

We are sorry the customer is unhappy with our response.  While we forward cancellation requests to the utility within 24 hours, it usually takes the utility 1 - 2 billing cycles in order to process the switch.  We have no control over that time frame.  Again, we apologize that the customer has had a bad experience.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

 Once again !Respond Power, you are avoiding accepting responsibility.  Our usage has been lower this year than last year there yet our bill is sky high, there is absolutely no reason to be charging customers .39/kwh!!  This is truly gauging your customers.  I request that you give us half of them amount you have charged us back.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 %

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has taken advantage of me and changed the rate I was getting from .094903 to an unbelievable .34990. This means that the rate increase was for a 368.7% I don't know if this is legal but it sure feels like this company is steeling my hard earned money. If we look at the rest of the market this rate is the rate of a scalper at the door of a stadium and further more comparing the rate I was paying to the rate of **** the company that was supplying the energy I was using it was still a higher rate. They should feel good with that alone. Not to ignore that if you try to reach them on the phone you will be put on hold for as long as it take for you to hang up or to click you of the connection without talking to anyone. This company is NOT A CUSTOMER FRIENDLY company and altho it may have the qualifications to be part of the BBB IT sure don't act in such manner.

Desired Settlement: I feel that because the rate that I was charged in the month of February was still higher that the rate the original supplier would have charged me it should stay at that rate. These are few words and straight to the point and IF I NEED TO SPEND MORE TIME SOLVING THIS ISSUE IT WILL ESCALATE TO A MORE SERIOUS ACTION

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The information they show as an excuse for this Abusive company to have an outrages 368% increase in the price of electricity does not show in the market, at least in ************. If that would be the case I would call any company and be offered a rate at least close to this rate. Instead I call a company and receive a very compatible rate to the one I was paying before. To be clear my rate was .094903 x 514kwh = $48.78 and the next month the rate according to Respond Power should be adjusted to .34990 x 462 kwh = $161.65. After using less kwh and as you can see the use was not out of the normal and the increase due to the weather was not so great to merit this increase.  After calling some power providers including **** the rate I was offered was .087.  If the market has increased the rates due to use the why these rates are available to anyone. I have 5 cars in my house and if I go to fill the tank of all of them at the same time or just one I still get the same rate (the determined rate by the market) and going anywhere it would not change 368% for no reason. I think that there should be a FEDERAL department involved in these types of increases to determine If this is an abuse of power on behalf of the provider. 

And to be clear on the cancelation of this account, "It was me that called to cancel this out rages business relation". And **** was more that glad to take care of my account at a rate less than the one I was paying Respond Power.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We are sorry that the customer was dissatisfied with our response.  The customer has cancelled his account, but should be aware that it usually takes 1-2 billing cycles for the account to return to the utility.  Again, we apologize for your experience.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I spoke with **** and they said the transaction will be made at the end of the billing cycle unless there is another loop found to continue taking advantage of the client.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A person came to my apartment claiming that I had to sign up for a utility service and that I had been given letters that I had not responded to concerning this issue. He insisted that I take care of the problem right there and sign up for a utility service. He wanted to look at my bill for both of my electric and gas but I only printed the electric. Now my electric bill is being processed through them for a totally unnecessary service for hundreds of dollars more than I can afford. I discovered the issue because I was barely at home on a month visiting family and my electric bill is almost 300.00 dollars. I usually only paid around 40.00. This is ridiculous and wrong. I was totally deceived. I want my money back. I want my bill fixed! I want be to un-enrolled for a service I never wanted to begin with.

Desired Settlement: I want bill adjusted immediately. No excuses are acceptable. I want a refund for any services you stole by deception.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the ******* ******* ** ******* ** *** ********* ********* ** *** ******** ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This business has not addressed the main issue that they obtained my business fraudulently and should review their practices with me and other customers. Since I was told that I had to sign with them or loose utility service and they came to my home under false pretenses, the contract should be void and the money they obtained from me through this practice should be reimbursed. This issue goes back to October and not simply February, where the problem was exacerbated by the extremely high bill. Someone who lives alone, was away for part of the month being billed, and usually has a bill of no more than fifty dollars shouldn't have had a bill of almost 300.00 dollars. Their deception and intimidation to obtain funds through this manner needs to be addressed.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We are sorry that the customer is dissatisfied with our last response.  The salesman the customer interacted with is an outsourced independent sales agent that works for a partner vendor, separate from our company.  I have attached the customer's application as verification that she did enroll in a variable rate account.  

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:


[Your Answer Here]

The company has not addressed the heart of the issue that they take responsibility for who they hire what and what they say. As I have stated in my previous emails, they gained my signature under false pretense and access into my home. If they do not take responsibility for who they hire, potentially they should not be in the business of dealing with customers. As of today I am in danger of having my utilities terminated due to their meddling. Since I rely on Oxygen, this would endanger my safety and health. They need to make this bill and all times they interfered with my service correct on my bill, so that I have the potential to live without this potentially perilous situation sitting over my head. This company has come across as truly heartless in this regards. I hope the hundreds they have taken from me is worth it.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: THEY WERE CHARGING ME A RATE OF 14.9 CENTS PER KWH AND THAT IS EXTREMELY HIGH COMPARED TO OTHER ELECTRIC COMPANYS, MY ONE MONTH BILL WAS $1700.00. I LIVE IN A 1000 SQ FT HOME AND HAVE 1 CHILD. I HAVE CALLED THEM AND NO RESPONSE.

Desired Settlement: THIS IS NOT RESOLVED AND I WAS PUT ON A PAYMENT PLAN FOR ONE MONTHS USAGE AND I HAVE TO PAY $148.00 A MONTH FOR A PERIOD OF 12 MONTHS IN ORDER TO PAY OFF 1 MONTH OF ELECTRIC. I HAD TO PUT MY ELECTRIC BILL IN MY MOTHER'S NAME IN ORDER NOT TO HAVE ANOTHER EXTREMELY HIGH BILL.

Business Response: Good Morning,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February 14 press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

This has not been resolved due to the fact Total Respond Power has not contacted me with any information on this matter. I have a case open with the PUC and this is not resolved. No one from Total Respond Power will return any calls or emails to attempt to resolve this matter. I am still waiting on the PUC to enforce some kind of relief of this outrageous over charge of electric.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ***




 

Business Response: Good Afternoon,

We will resolve this issue through the PUC.  

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved
I would like to know what the outcome is with the PUC when you do finally resolve this with them.  I do not want Total Respond Power to walk away with no resolution. They TRP will not respond and you and the Federal Trade Commission and the Public Utility Commission are the only ones that did respond to this issue. Thank you for your time and please keep me informed of this outcome.
?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ***




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In October 2013 I signed up for a variable rate contract with Respond Power LLC. They first appeared on my ******* bill for billing period Jan ** to Feb **, 2014. At this time I realized that their variable rate (.14990038) was much higher than the standard rate per KWH (.0001171647) and that my bill was subsequently much higher than normal, obviously. So, I attempted to call them repeatedly. The first several times I called, an automated message told me I would receive a call back within so many minutes. Every time I attempted this approach, I would receive the call back and it would immediately disconnect me upon answering the phone. I paid my electric bill and continued to try to reach Respond Power to cancel my contract. This time when I called, rather than the automated system telling me it would call me back, there was a new message telling me to email Respond Power at ************************. I did just that and never received a reply. Then I received my next electric bill, the second one with Respond Power on it for transmission charges. This time the price per KWH has jumped to .24990079 yet the comparable rate for standard residential remains .0001171647. I again attempted to email the company. I also tried to call them again. This time when I called, the automated system asked me to go to respondpower.com and contact the company there. I did this. At the same time I remained on hold with the customer service automated system, and was disconnected AGAIN. I called them back, remained on hold and spoke with a representative. He was completely unsympathetic to any of these issues and offered to change my contract to a fixed rate. He explained to me that the reason the rate has increased so much is that the "energy market has crashed." I declined a change to a fixed rate and demanded that he cancel my contract, which he agreed to do. My problem now is that I feel the amount of time wasted on getting a hold of a person at this company has cost me an extra insanely high bill and perhaps several extra months (he explained that it could take 6 to 8 weeks for ******* to remove Respond Power from my bill) of paying this outrageous and unfair rate. I am * ****** ********* I have three other children, I am a state employee (registered nurse) that works 50 miles away from home, 40 hours per week inside a ***** ******, and I do not have time to devote to this kind of nonsense nor do I have this kind of money. My fiance is a veteran, who still serves in the ** **** ******* *** *** ****** * **** ** **** *** * **** ** ***********. He is a *********** ******* ** *** **** ****** where I work and he does not have time or patience for this nonsense either.

Desired Settlement: I want Respond Power LLC to adjust my generation/transmission rate on my ******* bill for Feb ** to Mar **, 2014, to the standard residential rate being used by ******* for customers that are not using a separate supplier such as Respond Power LLC. If they continue to appear on my next several bills as my generation/transmission supplier because it takes time to have them removed, then I would like the same standard residential rate applied to those bills as well...rather than the completely ridiculously inflated rate that they are currently charging customers under the guise that the "energy market has crashed."

Business Response: Good Morning,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in ************. 
Please see this link relating to New York prices as well.
****************************************************************************************************************************** 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I offered Restore Energy a reasonable compromise in my original complaint to you to adjust my outrageous electric bill, which they completely ignored. Instead they offered me excuses as to the reason for my variable rate hike.  I believe their excuses are ludicrous...first of all, because I can see on my ******* bill that if I had stayed with ******* for my transmission/generation charges, nothing at all would have happened to adjust my rate, regardless of the alleged "supply bottleneck," polar vortex issues, gas consumption increases, etc. that they listed.  If it hasn't been a problem for *******, then why are all these things such a problem for them?  Secondly, when I signed up with Restore Energy it was explicitly explained to me by their door-to-door salesman ******* that my variable rate was going to be based on the amount of electricity I used (i.e. the more we consumed in our home above a certain amount, the less it would cost compared to the going regular rate being offered by our regular company, *******).  There was absolutely no mention of the "energy market" having any effect at all on the rate.  

Third, I tried before I even received the last bill (the one with the outrageous rate hike) on several occasions to cancel my contract with Restore to no avail because no one ever answered the phone or returned my emails, as I also explained in excruciating detail in my original complaint.  This issue was also not addressed in their rebuttal. 

I would like to say that I have absolutely no plans to pay the money that I owe Restore Energy at this point.  I will continue to pay ******* their part of the bill and any future bills that I receive from them, which will not allow my electricity to be shut off and the balance owed Restore Energy will remain on my bill until they agree to a fair compromise.  Until then, they will not see a dime from me.  


Sincerely,

****** *****




 

Business Response: Good Evening,

We are sorry the customer is unhappy with our response.  The customer enrolled in a variable rate program, meaning the rate charged would be determined by the energy market.  We have attached the customer's sales agreement for verification.  The commodity charge is determined by multiplying the monthly rate by the kwh's the customer used.  We will not be issuing a refund in this case.  Please contact your utility for budget billing plans.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

FYI...I will not be making payment arrangements and I will not be paying the money that you think I owe you.  Period.  I will continue to pay ******* their portion of this bill and all future bills.  Nothing more.  Regards, ****** *****

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On January **, 2012, two representatives from Respond Power knocked on my door. They wanted to tell me how I could save up to 10% on my energy bill. They quoted me a rate that was lower than what **** was currently charging. I am not a very trusting person so I questioned them for a long time and asked many questions. They were able to convince me that although the rate was a variable rate, it would still always be lower than what **** was charging and I would save money with Respond Power. The savings would be up to 10% per year. I signed up based on this information. This was confirmed by a letter I received in the mail after signing up. The letter also stated that I would save “up to 10% annually”. When the power bill was sent to me on March **, 2014 I was shocked to see that we were being charged an amount similar to what we pay in the middle of the summer while running the air conditioning. At this point I decided to look at the bills online to see where the mistake was. I then I saw that I was being charged $0.34990 per kWh. I decided to see how high ****’s rate was since my rate was supposed to be lower. I was shocked to learn that **** was only charging $0.877 per kWh. This was not what the Respond Power representatives told me would happen. I looked at all available bills online and saw that they had been charging me a rate higher than ****’s rate on all of the bills that were still available for viewing. I calculated that from the bill for 9/**-10/**/2013 to the bill for 2/**-3/**/2014 my rate had increased 322%. This is not the “up to 10% savings” I was sold by the representatives of Respond Power. I contacted Respond power on 3/**/2014. My first attempt was at 9:25am. I was on hold for 50 minutes and then disconnected without speaking to anyone. I placed a second call at 10:25am. After 53 minutes on hold I spoke to **** for 8 minutes. During this time he was trying to convince me that I could still save up to 10% if I would just give it until the end of the year. I tried to explain basic math to him and told him this was not possible. He would not listen so I asked to speak with his **********. I was put on hold for 11 more minutes and then I spoke to ******. She refused to refund any money unless I signed up for 12 months at $0.987 and she was trying to convince me this rate was actually lower than ****’s rate of $.0877. She was not even offering to refund the full amount I was asking for. I was asking for $**6.53 since I had not yet received my final bill. I asked to have my account terminated instead. I contacted **** later to confirm it had been terminated and they had not received notice of termination yet. **** informed me that they would cancel the account but the cancellation would not go into effect until my next meter reading on 4/**/2014. I forced an earlier cancellation by closing my **** account and I had the bill transferred into my husband’s name. I decided to do some further investigating. I contacted the ****** **** police to see if Respond Power had a valid permit to go door to door at the time my contract was signed. I have a letter from the ****** **** Police Department that states that Respond Power did not have a valid permit and that they were in violation of ****** **** Borough Ordinance Order ****. I took my complaint to the PA Attorney General and the response I received from Respond Power was "The sales representatives the customer interacted with work for independent partner vendors of our company. These representatives are not allowed to guarantee savings, although most customers do save. The customer was billed in accordance with the terms and conditions she agreed to. We are troubled to learn that representatives were operating without a permit. We will investigate this matter further. However, we believe the permit has no bearing on the customer validity enrolling with our company. It is our position that no adjustment or refund is warranted" Respond Power clearly said "These representatives are not allowed to guarantee savings" and the representatives misled me by telling me my rate would always be lower than ****'s rate. This is the same a guarantee of savings. Respond Power should stand behind any person they send to a person's home to represent the company and not try to deny any responsibility for the actions of the person because they are not employed directly by the company. They don't seem to care that the representatives they sent to my house were there ILLEGALLY since they had no permit. This behavior is highly unethical.

Desired Settlement: Since they were operating illegally and misrepresented their product when they came to my door, I would like a full refund of all amounts charged to me in excess of ****’s rate of $0.877 per kWh from 9/**/2013 until my final bill on 4/*/2014. This is a total of $282.72. I have attached copies of the part of the bills that show the amount I was overcharged and the amount owed to me for each bill.

Business Response: We apologize for any inconvenience the customer has experienced. As customer was already informed, customer was on a variable rate plan. The rates on a variable rate plan
are subject to change based on market conditions. Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like ***** ******/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

Any alleged violation of local ordinances must be brought by the municipality. Since customer was validly enrolled, no refund is warranted. 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

My response to the message from Respond Power:

 

Thank you for once again explaining to me how a variable rate plan works but this is not necessary since I know how a variable rate plan works. You are not addressing the issue here but instead keep telling me how a variable rate plan works.

 

The issue I have with Respond Power is the fact that the representatives that were sent to my house representing Respond Power used unethical sales practices. They misled me in order to get me to sign the contract. I did not sign the contract right away. I questioned them for a VERY LONG time and they told me that Respond Power’s variable rate would always be lower than ****’s variable rate and this is how I would save up to 10%. They did explain that I may not save a whole 10% but I would save because the rate would be lower than ****’s rate. The letter Respond Power mailed to me said “You have now joined the hundreds of thousands of others who have chosen Respond Power to be your Energy Service Company and in saving up to 10% annually”. This letter did not say “and maybe save up to 10%” or “possibly save up to 10%”. In this letter Respond Power was stating the same thing that the representatives told me: that I would save “up to 10% annually”. I understood that, since this was a variable rate plan, I may not save a full 10% but may only save 1% but I would be paying less than ****’s variable rate. If I would have saved even one tenth of a percent there would be no issue here. Instead Respond Power increased my rate 322% over 6 months. The rate I was paying at the beginning of those 6 months was already higher than ****’s rate. There is no possibility for savings with a rate that high, yet when I called and spoke to **** at Respond Power on 3/**/2014 he lied to me and told me that if I locked in at a fixed rate 0.987 I could still save up to 10% this year. ****’s rate was 0.0877 at the time and I tried to explain basic math to him but he was sticking to his false statement. So it was not just the representatives that came to my house that lied to me. Your customer service representative **** was still trying to deceive me in March when I first called about this. Why does Respond Power condone this deception? If Respond Power had any ethics you would apologize to me for deceiving me and give me a refund of $282.72, the amount I was overcharged during the 6 month period mentioned in my complaint.

 

The fact that Respond Power sent representatives to my home without a valid permit just adds further proof that Respond Power is operating unethically and does not respect the law.

 

Please do not respond to this with another explanation of how a variable rate plan works. Please respond to the real issue or refund my $282.72 please.

 

Thank You 

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: We apologize for any inconvenience the customer may have experienced. Customer was billed according to the terms and conditions of the agreement. Our company's representative properly stated that customer "could save up to 10%" with a fixed rate plan. This holds true even if the rate the utility was offering at the time was lower. The statement is true because the utility company's rates are determined on a quarterly basis, meaning customers can not know what their rates will be six to twelve months from any given time. The following quarter's rates are however made available by the utility. Again, the statement that the customer "could save up to 10%" is therefore true. 

When customer spoke with a representative in March, a courtesy refund was offered alongside enrollment in the current fixed rate. A similar offer at the company's current fixed rate offering of .084/kwh is available if the customer is interested. If so, customer may speak with any representative of the company to re-enroll. 

Customer's account has since been cancelled. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


Respond Power is still claiming that I could have saved up to 10% this year. 

Let's do some math.

From 12/**/2013 to 1/**/2014 I was charged .19411 per kWh for 532 kWh. ****'s rate was .0977. I was charged $103.27 by Respond Power. **** would have charged me $51.98 = $51.29 overcharged.
From 1/**/2014 to 2/**/2014 I was charged .22527 per kWh for 451 kWh. ****'s rate was .0977. I was charged $101.60 by Respond Power. **** would have charged me $44.06 = $57.54 overcharged.
From 2/**/2014 to 3/**/2014 I was charged .34990 per kWh for 385 kWh. ****'s rate was .0877. I was charged $134.71 by Respond Power. **** would have charged me $33.76 = $100.95 overcharged.
On 3/**/2014 Respond Power offered me a fixed rate of .0987. I declined since ****'s rate was lower. I requested that Respond Power terminate my agreement. When I contacted **** on 4/*/2014 I was informed that the agreement had not been terminated by Respond Power so I closed my **** account to avoid further charges from Respond Power.
From 3/**/2014 to 4/*/2014 I was charged .**960 per kWh for 100 kWh. ****'s rate was .0877. I was charged $**.96 by Respond Power. **** would have charged me $8.77 = $16.19 overcharged.
If I had agreed to Respond Power's fixed rate of .0987 per kWh this is what I would have been charged:
From 4/*/2014 to 4/**/2014 - The Bill has been misplaced since my husband received a paper bill since it was a new account. ****'s rate was .0877 during this period so the bill would be less than Respond Power's rate of .0977
From 4/**/2014 to 5/**/2014 Respond Power would have charged me $48.07 for 487 kWh. **** charged my husband $42.71 = $5.36 less by choosing ****.
From 5/**/2014 to 6/**/2014 Respond Power would have charged me $64.75 for 656 kWh. **** charged my husband $56.23 = $8.52 less by choosing ****.
From 6/**/2014 to 7/**/2014 Respond Power would have charged me $104.23 for 1056 kWh. **** charged my husband $90.60 = $13.63 less by choosing ****.
From 7/**/2014 to 8/**/2014 Respond Power would have charged me $71.06 for 720 kWh. **** charged my husband $61.86 = $9.20 less by choosing ****.

****'s new rate for Sept to November will be .0825 which is still less than Respond Power's rate of .0987 that was offered to me.
Based on these 9 amounts I would have paid a total of $652.65 to Respond Power and $389.72 with ****. 

Please explain mathematically how it would be possible for Respond Power to have saved ME even 1/100 of a percent in 2014 based on these numbers. A courtesy refund of $25 and a fixed rate that is higher than ****'s rate was/is not going to save ME any money. Do not just tell me the statement "customer could save up to 10% with a fixed rate plan" is true. Prove it with math. If you can't show me how it is possible with some math then Respond Power is still making false claims. Please issue me a refund of $**2.72.

Thank you.


 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******** ****




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am the sole owner of my home as well as the only person on my electric account. Due to the door to door selling by Respond Power changes would made to my account without my authorization and also their price gauging to say the least which has now made me financially responsible for $2500 in electric bills. I would like respond power to charge me per kilowatt what **** would have charged me for Dec 2013, Jan, Feb, March of 2014 since **** is the only company I authorized to do business with. I tried reaching them several times being on HOLD for FOREVER then getting put in a voicemail and never getting a response. I have been financially and mentally anguished for almost a year for something I would have never signed to begin with. I may have to move out of my home with my children because we may not have electric soon I do not have money to pay for outrageously priced electric , one bill was over $900 and I have a 1400 square foot home with no one who is home during the day from 7-3, Respond Power is scammers doing unethical door to door sales and harming people and the company should be shut down immediately and fined for these actions. I am sure I am not the only one since all call were going to voicemail.

Desired Settlement: I would like them or I can even find out the charge per kilowatt from **** for those months if not longer and adjust my bill according to that since I am the only authorized person on the account agreed to pay **** rates NOT Respond Power and to STOP with the unethical sales tatics and learn to only deal with the person or persons listed on the account which is fair since that's the person who has to pay the bill anything else to me is illegal.

Business Response: We apologize for any inconvenience the customer experienced. Unfortunately, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weather. While suppliers like ***** ******/Respond Power base the rate on a daily rolling average and hedging, most utilities purchase energy in massive block and adjust quarterly or semi-annually. Because of that, sometimes suppliers find themselves with higher rates than utilities. Eventually trends reverse and utilities are forced to adjust their rates to make up for losses due to underpriced supply sold to customers during high markets.

Customer has already submitted a dispute to the Pennsylvania Public Utility Commission, which regulates energy supply companies like ***** ******. Following an investigation, it was determined by the PUC that the customer was validly enrolled and was billed in accordance with the terms and condition. Therefore, no refund is warranted and none will be issued. Customer's account has been cancelled since March/2014.

Business Response: An investigator with the PUC rendered a decision on July **, 2014. The PUC has the authority to determine if a customer was improperly enrolled and can require specific action on the company's part in that circumstance. The investigator dismissed the case brought by the customer and determined that the customer had agreed to enroll with our company at a variable rate. If the customer wishes to dispute this finding, customer should contact the PUC again to determine what steps may be taken. 

As such, no refund or adjustment will be given.

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company misrepresented their service and price to me and proceeded to charge me 3x more than I have ever paid for any electric bill in the 5 years I have owned this house. I had a rep from the company come to my house around late Feb / early March when it was about 15 degrees, around 7 at night. The fact that he came in the dark and that he was willing to break our local no solicitation policy for our city should have been the 1st indication to me of what was to happen. However, I didn't think much of it at the time. The rep described to me that if I switch to this provider it will cut my bill by approx 10%. He also proceeded to tell me that I can cancel this at any time with no additional charges. I asked him several times about the price or anything that would affect the rate. He said no and asked me what I was paying now. I told him about $80 or so on average. He told me that I could expect my next months bill to be about $70 and on average 10% less that what I pay. I specifically asked him multiple times if there is any catch. He again said no and again stated that I will be paying approx 10% less than I am now. Since I could cancel and he told me that my bill would be less, I said I would sign up. Big mistake. I got my 1st bill from them and it was about 25% more that I normally pay of about $110. After seeing that, I promptly emailed Respond the same day I received the bill in the mail and cancelled the service right around April ****. They company didn't deliver what the rep promised. In the email, the company told me that they can't switch back for another month. I didn't think a lot about it, but this month I get a $283 bill. Nearly 3x more than I have ever paid. I called the company immediately, and after sitting on the phone for nearly an hour, I finally talk to a rep that I describe the problem to. He was polite and I remained calm, but after I told him how the service was misrepresented and what was promised was not delivered he essentially said I'm completely out of luck. I asked him on the phone why my bill was 3x more than I've ever paid despite the rep saying I'd be paying 10% less. He says it was because of a variable rate. He told me that this winter was tough on the energy market and prices were at an all time high that month. Of course it was, I just signed up. Convenient that the sales rep who came to my door didn't mention something like that despite the fact that asked him specifically about price multiple times. He certainly wouldn't have gotten me to sign up if he had been honest and told me my bill was going to be 3x more than it has ever been. Why didn't the rep mention this to me despite me asking him multiple times if ANYTHING would affect the price? I ask him why neither of these things were mentioned or pointed out by the rep at my door in 30 degree weather and being pitch black outside. No answer. I ask him if someone came to your door and said " How would you like to pay 3 or 4 times more than you are now for your electric bill? What would you say?" No response. After going back and forth with him, he said I understand how you feel. I hear this all the time. I'm sure this company does. Their reps misrepresent the company. I told him I've never felt more lied to or taken advantage of by a rep misrepresenting what this service could do and that your reps should disclose everything especially since I asked him multiple times. I told him what the rep told me makes this fraud. No response again outside of sorry you feel that way, but there is nothing I can do. After being on the phone with this guy for probably 20 minutes, he did nothing to help so I'm filing this with the BBB.

Desired Settlement: My average electric bill is about $80. They said my bill should be 10% less so I expect it to be 70$ with them. After seeing it was $100 +, I paid it and cancelled. I already over paid once with this company. The following month I get a bill for $283. Absolutely ridiculous! I expect them to honor what their sales rep promised and make an adjustment to this final bill to $70-75.

Business Response: We apologize for any incovenience the customer has experienced. Customer was enrolled in the variable rate plan. Please see attached. The rates on a
variable plan fluctuate with the energy market. Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

Customer's account was cancelled on 4/** and processed by the utility company on 5/**. Customer was validly enrolled in the variable rate plan and no refund is warranted. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Your sales rep never indicated to me that this was a variable rate plan despite me asking the sales rep multiple times if "anything" could affect what the rep told me would be a 10% savings off of the current bill. The rep repeatedly told me you will save approx 10% off your bill. The rate more than tripled. If the rep would have said that your rate would more than triple upon signing up, do you think I would have signed up for that? He misrepresented the service.

 Our normal bill is about $80. This one was over $280.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: We once again apologize for the inconvenience the customer is experiencing. 

We have attempted to resolve the matter with the customer and no resolution can be achieved. The offer presented to the customer stands.

It is our position that the customer was validly enrolled and billed in accordance with the terms and conditions. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 
This disclosure was never shown to me at the point of sale or discussed. I guess it a reason why they have agents come to your house when it's pitch black. Their offer is for me to sign a one year agreement with them at 300% more than what I was paying and take $100 off a year. I've talked to 2 different customer service rep and their response is that the agent who came to my house was probably new and that he may have not known the policies. That's there issue. The customer rep I talked to told me they had the highest spike in history of their company for prices yet this guy didn't mention it once to me, at least 3 months after this happened, when I asked about any price changes. For soliciting a sale, full disclosure needs to given. It never was. I've asked repeatedly for them to produce that the requested for a solicitation for the neighborhood. They have not and I'm asking again for the solicitation notice by the locality for approval to solicit door to door. I want the agent's name that sold this and I am requesting a copy of this be sent to again for the 2nd time.
 
Here is the city's code
No person, without having first obtained a license to do so, shall hawk, peddle, sell or offer for sale any goods, wares, merchandise, books or other commodities or services in, upon or along any of the streets, alleys or public places of the city or go from house to house for the purpose of such hawking, peddling, selling or offering to sell or solicit any orders for or agreements to purchase any goods, wares, merchandise, books or other commodities or services.

The fine is $300 plus court fees.

 

 They owe me the difference which $200 for misrepresentation and possibly fraud if it was inten

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond power forged individual signature in order to transfer our original utility provider to their company. The recent bill from respond power is 963.90 compare only 300-400 range before, so I called to ask why the bill was so high and was told we were switched to company named Respond Power few year ago. I had never heard from company before, and have no desire to do business with them. So I asked for the contract which we have never seen, apparently the signature was forged by someone from Respond Power, I emailed the my driver license to them and told them there are huge difference between both signatures.

Desired Settlement: Now I demand the contract was illegal, therefore, those ridiculous rate should not be effective. We want to calculate the rate was originally conduct by ****, not from Respond Power and refund the difference. We had also contact our lawyer to file a civil and criminal lawsuit based on fraud if this matter cannot solve by timely matter.

Business Response: Good Evening,

We are having difficulty finding the customer in our system. Please provide the account holder name or the account number so that we can properly respond to the customer's complaint.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]


 The service account hold name: ******** **
The service account address:   **** ********** ******* ************* ** *****
**** account : ***********
 
Once I found out we have enrolled their program involuntary because Respond Power forged my signature, I have terminated any relationships with them to avoid any rediculous electric bills we cannot afford.

I have attached the copy of so-called "sales agreement", the signature on that agreement is totally different with my driver license and the checks I wrote. I have also attached previous two months bills, the rate was 34.99C/kWH on march 2014!!!!!!!!


Please respond us quickly because this issue is effecting our business vitally.



 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** **




 

Business Response: Good Afternoon,

This customer has been in frequent contact with our customer service department regarding this matter. We encourage the customer to continue to communicate with our customer service department to resolve this dispute.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 We have contacted with Respond Power few times, but they always promise to have someone call us back, but it never happens. Even in this platform, they constantly dodge to explain the issue of why the signatures are different. We have lost our last patient and feel that there is no solution coming from here. Therefore, we file this case to court.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** **




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife was contacted via a telemarketing call that they could guarantee us a low rate for 12 months on our electric bill. The first two months they honored that then increased slowly over the next 8 months and then jumped the cost of electricity by almost double in two month. Which when compared to other companies offering they are still more than double the cost. When I called and talked to the *******(very *****person) they said we were on a variable rate which and that is simply what the market is charging. However I can’t find anyone else charging that high of rate. Most if not all are half of what they are charging. So my bill at this time is more than double what I should be paying.

Desired Settlement: I feel they should refund me the difference of what the original rate promised and what they have been charging me over the past 10 months.

Business Response: We have reviewed the verification call from the telemarketing sale and have determined that **** ***** agreed to a variable rate contract. No rate was stated or guaranteed. Unfortunately, the market rate has experienced a tremendous spike due to demand far outstripping supply. We invite the *** and **** ***** to review the attached press release from the PUC about the increases in the wholesale energy market. (attached) The account is canceled and will return to PPLs default rate (or a different supplier) on March ****. Thank you Respond Power

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 If they have the recording I would like them to send it to me with my wife agreeing to it.  If she did then this can be resolved.

 

Thanks

********

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


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




 

Business Response: First, the agent on the phone never guaranteed savings for every or any specific month.  Second, the customer has changed his argument from stating that his wife did not sign up for a variable rate to the fact the his wife is not the named person on the account.  His wife verified that she was authorized to make changes on the account.

Regards

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *************, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

You hear on the recording the representative stating that the rate will always be 15% below the **** rate.  My wife specifically asked that question which is why she was swayed from the fixed rate.  It is all right there in the call.  Respond Power did not keep it 15% below the rate so at this time I guess we will agree to disagree.  I am dissatisfied with Respond Power as a business by not standing by what they had committed to.  If Respond power as a business states they are going to be 15% below the **** rate than they should have stood by that.

********

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
*********************




 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond power told me I would be getting a cheaper rate for my electric bill, when in fact it was much higher, almost four times the amount I was paying.

Desired Settlement: They hiked up my prices and as a college student trying to get by I would like my normal rate and for the company to be shut down or to stop soliciting because they are a scam and nothing more.

Business Response: Good Afternoon,

We are sorry the customer has had a bad experience with our company. The sales representatives of our partner vendors are prohibited from guaranteeing savings, although they may state that historically our customers have saved money. The customer enrolled in a variable rate plan, meaning the rates would fluctuate with the energy market. Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like ***** ******/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The account has already been cancelled.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

You will continue to go to other college students and rip them off in the same way that I was. My bill doubled in price because of your services and they were unnecessary for me to have.

I will be satisfied with there response when I know that they will stop going door to door, praying on college kids to make a profit. What they do is both immoral and wrong and should be stopped.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: Good Afternoon,

We are sorry the customer remains dissatisfied. We will take the customer's comments into account as we continue to evaluate the sales practices of our partner vendors and grow as a company.

Regards,

9/12/2014 Advertising/Sales Issues | Complaint Details Unavailable
9/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On September **, 2013 a young man knocked at our apartment. He represented himself as ******* ** with Agent Code ********. He said that he is form a branch of **** **** ***** called Respond Power. He wanted to see our bill for electricity for the last month to see if we could save money with their company. I showed him our bill for September **, 2013 with a 6.23 cents per KWH. He said that it is too much that we are paying and that by switching to Respond Power we will be paying less than that all the time. The rate is variable but Respond Power will not go more than what we are paying for **** **** *****. The first bill was indeed lower like they promised. The second bill was higher. I tried to call on several occasions but no one answered. In January I received a bill which was doubled the price per KWH. I called and cancelled the service. Again I was unable to talk to anyone. No one called back after leaving messages. After cancelling the service I received a bill that was now tripled from he first bill.

Desired Settlement: I want Respond Power to adjust the price per KWH to for my time with Respond Power and to get my money back for all the months.

Business Response:

Good Afternoon,

 

According to the complaint, the customer states that she thought she would save money on her energy bill and is unhappy with her current rate.

 

*** ********** agreed to a variable rate contract, meaning her rate would be determined by the energy market.  We do not produce any literature that advises that our rates will always be lower than the utility.

 

Additionally, as has been widely reported, there has been a spike in the wholesale energy market which was reflected on the most recent bill. This is merely a reflection of the current energy market where a shrinking supply of electricity is under the strain of massive demand due to one of the coldest January’s on record. We are referring customers to the February 14 press release from the PUC regarding this issue. (Please see attached)  In addition, this is not just happening in Pennsylvania.  Please see this link relating to New York prices as well. ******************************************************************************************************************************

 

Finally, the account has been canceled the Utility.


We are truly sorry for your experience and advise you to sign up on a fixed rate that will ensure price protection.

 

Regards

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The salesperson, ******* *, assured me that the rate will not go up more than **** **** ******.  He lied to me and my husband after we asked him about the variable account rate.  That is inappropriate behavior by sales representative to first say that he is part of the **** **** ***** branch, and then after we had questions-he lied to our faces about the variable rate.  It is not written anywhere but it was spoken several times in the conversation that the rate would not go more than **** **** ******.   You your sales personnel falsely advertise the product and blame it on the customer.  I want to get the money that I over payed back.  The companies reply is very poor.  I am very disappointed with their reply.  What does cold January have to do with increase rate of double and triple the amount of KWH price that I signed up to.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We apologize that the customer has had difficulty contacting our customer service department.  That department has experienced a drastic increase in call volume.  We have recently taken steps to improve that department and better serve our customers.  I encourage the customer to try again to contact customer service as it is getting increasingly easier to get through.  Again, we sincerely apologize for your bad experience.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I asked repeatedly to get my money back that was overcharged from the use of the electricity to heat our home.  The person promised that the rate would not go higher than **** **** ******.  that is all I want to get the money back that was charged.   

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

9/12/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
9/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A Respond Power representative came to our door and offered a low rate for electric and gas. ***** ****** ******** is the Gas supplier. It was a variable rate, however the representative and the brochure information stated that their rates were competitive with "historical annual savings" for their customers. We had one month with this low rate and the rates have more than doubled in two billing months. I have now switched my provider but these two months have cost me more for electric and gas then I have paid in the 5 prior months I have tried to call this company as well, and the message is that" My call cannot be completed at this time, try again later" Also, on my contract, the rate for the gas is not marked as variable, therefore that part of the contract is not valid. This company is a scam, and sadly they even advertise that their customers support their donation to ****** ******** ***** *********** Perhaps this wonderful foundation should be made aware of this and would not want to be associated with this fraudulent company.

Desired Settlement: I want a reimbursement for the partial cost for our electric and gas. The rates they have charged are unfair and should be illegal to raise rates at that percent each month. The electric rate should not go from 0.0825 to 0.1322, and the to 0.1966. Looking at many other electric suppliers, their rates are no where near this. Their gas rate went from 0.499 to 0.779. Perhaps the representative should have been more honest about their rate increases for the winter months when customers use more electricity and gas. I also want a phone call or an e-mail from a representative from this company.

Business Response: **** **** asserts that the rate increases her family experienced should be illegal and unfair. We invite **** **** to research the US Energy Market independently where she will find out that the rates experienced in the market in January were some of the highest on record, and were determined by a massive demand across the country during one of the coldest January's on record vs. a shrinking supply due to EPA regulations on the coal industry. Overall, the cost for electricity was on average 400-500% higher in January than in December for customers throughout the nation. While Respond Power does our best to hedge future pricing, at times customers on variable rate contracts can experience wild swings. However, **** **** should realize the rates her family paid were in line or even below the rates many other suppliers who offer variable pricing passed along to customers. Although it may be hard to believe, customers in some areas of the country saw rates as high as 45 cents or more per kWh on their recent bills. Our records indicate that the ****'s contacted our offices on Dec ** and were informed about the Fixed Rate options but at that time turned down our offer. Had they agreed to the rate available, their bill would have been substantially lower, however they made the choice to remain on the variable plan and unfortunately, the market skyrocketed. Finally, we received notice they the accounts will be moving to another supplier on the next meter read date. We wish them well.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ******, and have determined that my complaint has NOT been resolved because:

The response of the business did not resolve my complaint.

First, they did not address the fact that the representative who contacted our home, unsolicited, gave false representation of the usual/typical increase for a variable rate. This should be provided to all potential customers by supplying a graph of the variable rates from the previous 12 months.

Most importantly, their statistic concerning the increase in the electric rate is false and not consistent with the area in which I reside. According to the Bureau of Labor Statistics, the KWH for the Philadelphia/Wilmington/Atlantic City area was 16.4 cents/KWH for December and 16.2 cents for January. This rate includes all of the taxes and surcharges. Based on this my KWH per hour was 26 cents/KWH, ten cents higher than the average for my area, and the Philadelphia area rate was actually 20.9% higher than the national rate. So I am not sure what National average rate you were speaking about since our area is already higher than the National average.  And then you charged your customers 10 cents/KWH more than the rate for my area.

Also, blaming EPA coal regulations is an absurd excuse for their unethical practices. The price of coal has only risen 10% in the past few months.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**********




 

Business Response: Good Morning,

We are sorry that the customer has had a bad experience.  We assure you that we would never retaliate against a customer for any reason including filing a BBB complaint.  Because the customer signed up for a variable rate plan, the last bill is simply determined by the energy market.  We encourage the customer to contact their utility directly for budget billing options.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The business states that because we had a variable rate, that this was the fair market value. I have spoken with ****, the Utility Commision, as well as researched rates during the time frame noted. The rate went from 20 cents/KWH to 39 cents/KWH.  This rate is simply not a 'fair" market rate for my area as I have not found any other companies with this rate.
In addition, you have never addressed your salesperson and your promotional materials which gave a false representation of your company providing "lower" rates, even when a variable rate is selected.
Finally, we are appealing these charges and have spoken to **** concerning this.
We have attempted to contact you for the past week, but we are put on hold for hours.
Yesterday, April ***, we were on hold for about 2 1/2 hours and then I hung up. I sent an e-mail to your company requesting an e-mail or phone call concerning our appeal. No one has called or e-mailed, although your website stated that within 24 hours we would have a response.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I never authorized the switch of my electrical service to Respond. In fact, I'd never heard of them. Upon receiving our recent power bill, which was packaged in a **** envelope (and does not say "Respond Power" anywhere) we noticed the amount being drastically higher than normal. My wife called ****, our regular power company, to inquire. The gentleman to whom she spoke informed her that it had been switched to Respond, which charges 1.9¢ per kWh whereas **** charges 0.9¢. This more than doubled our bill, to $212.36. Further, the gentleman with **** said that they have been receiving a lot of complaints about precisely this, and they believe it is a telemarketing scam. I have never spoken to anybody on the telephone about switching my electrical service; I do not have a landline phone and never even answer unrecognized/unexpected calls to my cell phone. So I am puzzled as to how they got my information, and furious that they had taken it upon themselves to switch me to their service. My wife was provided with a number to call, ###-###-####, and **** told her to cancel, get a confirmation number and then call back to **** with it. I've tried calling (as the account is in my name, not my wife's) but seem unable to get a live person or any option to cancel.

Desired Settlement: The gentleman from **** explained to my wife that companies like Respond purchase power through them to re-sell, clearly with a healthy markup. My desired outcome is to have the bill completely wiped out and my account restored to ****. However, I would gladly pay a bill of $100.59, which is what the same usage would have cost for the month with ****. I'm not even concerned with the money as much as I take umbrage with some company I've never heard of making me a customer of theirs without my knowledge or consent. And, as per ****, this is evidently not an isolated incident, but rather a clearly illegal, but routine business practice for Respond Power. That the Better Business Bureau was actually the first result in a ****** search of "respond power" in indeed telling.

Business Response: We apologize for any inconvenience the customer may have experienced. Our customer service center is open Monday-Friday, 9AM-5PM. Customer was able to speak to a representative on 8/**/14. 

Customer's account was enrolled via a door to door salesperson in May of 2012. The account was enrolled by account holder's spouse. Unfortunately, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weather. While suppliers like Major Energy/Respond Power base the rate on a daily rolling average and hedging, most utilities purchase energy in massive block and adjust quarterly or semi-annually. Because of that, sometimes suppliers find themselves with higher rates than utilities. Eventually trends reverse and utilities are forced to adjust their rates to make up for losses due to underpriced supply sold to customers during high markets.

Regarding the billing, our company does not bill the customer directly. The customer's local utility company delivers the energy purchased by our company for the customer. On the past twenty-five bills from the utility company, our company's name is listed as customer's supplier in the section where the supply charges are located. 

As customer was validly enrolled, no refund or adjustment is warranted. 

8/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A man named ****** visited us wanting to look at our ppl electric bill and assured us he wasn't an electric company. He says he could take of the surcharges that our current electric company was charging us. Well when I received my electric bill sure enough they are an electric supplier and we are getting billed high prices on top of my own electric supplier that I have been with for years. I called 2 times to cancel, because he said I could do so at any time. The first time I cancelled I wanted a confirmation #. The woman stated that couldn't give me one. ???? They didn't cancel. And I neglected to write down the date when I called to cancel. Well I called them again to cancel. Said they couldn't give a confirmation # again. This time I wrote down the date I cancelled, which was Aug. ***,2014 Called PPL to tell them I did cancel with respond power and they said within a week respond power should send them something with the status on my cancellation. Still haven't heard anything. Thank you for taking the time to read my complaint.

Desired Settlement: Because he verbally stated he was not an electric co. We were falsely represented.

Business Response: We apologize for any inconvenience the customer experienced. Customer spoke with a representative on 8/*/14 and a cancellation request was submitted. Customer was informed at that time that it may take the utility company up to one billing cycle from the time of the request for the cancellation to fully take effect. Customer's account will be fully cancelled after 8/**/14. In addition, customer was also informed on 8/* that customer will still receive at least one more bill with our company's supply services. In this circumstance, customer will in fact only receive one more bill with our supply services following 8/** for services rendered 7/**-8/**. 

Regarding the initial enrollment, on the application it is clearly stated that our company is a gas/electric supplier. This is further confirmed on a voice recording that occurs at the time of enrollment and on the terms and conditions given to the customer at the time of enrollment. 

As customer was validly enrolled, no refund or adjustment is warranted. However, as a courtesy for customer's final bill, customer's account was placed on a rate of .087/kwh. 

8/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The problem started when we switched to respond power, we had a individual stop at are door a few days in a row saying he was from respond power and he could save us money. A first we told him we wasn't interested but it seemed he wasn't gonna stop. So one day he stopped and I'm not exactly sure of the date but he continued to tell me that he could safe us money which the area in which I live is low-income housing which at the time they seemed as though they were just trying to save us money that ******* was charging us to much. He proceeded to tell me that if I switched that my rates would always be a few sense cheaper than ******* that even though it could go up and down that it wouldn't go above what we were already paying with *******. Well we didn't notice at first cause are bill was already 0$ for months do to the fact we had money left over from liheap because we don't use that much electric. But when we started getting a bill they were upwards of 400+ a month which is absolutely absurb. And we spoke with a ******* rep that said other people are having problems paying for their insane rates. We were under the understanding and was told we wouldn't pay rates that high ever, we were not only blatantly lied to but we were swindled into signing for this service expecting that it would help us save money not put us in a situation were are electrics being shut off cause we can't afford it. I'm am so mad about the situation its unreal, my landlord is even aware of the rates that they were charging us and he even contacted the *********** ** ********* township police to remove the individuals off the premises. Every year are liheap last us through-out the year, and its ridiculious that a business can lie to you about their services and their rates and get away with it, I consider this theft by deception because clearly I was decieved in the situation....Are service is to be terminated on 8/**/2014 I do not know what to do about this situation but I'm very upset about it I've never had a problem like this with *******s service and they are willing to help. But I do need help taking care of this situation I know many others that are in the exact situation and obviously ppl and the BBB is aware of the problems with Respond Power please please help me. Also have spoke with * ******* reps that agree with me about the situation and say how outrageous the killowatt rate is, I was told it wouldn't be that and expect this to be handle soon thank you for your time. Elect. Acct. Number: *** *** *** ***

Desired Settlement: I want the charges from respond power removed from my bill immediately I was lied to about the service and their rates and its ridiculous. Or I want the respond power to match *******s lowest killowatt since we have had their service since they said it would always be a few cents cheaper which it was.

Business Response: We apologize for any inconvenience the customer experienced. A customer service representative will contact the customer as more information is needed before the account can be reviewed. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I'm completely unsatisfied with how this situation was handled at all.  Yea, They contacted and said they understood what the problem was then nicely offer me a 100.00$ to pretty much shut my mouth.  First off I was lied to about what kind of service and fees there was going to be in the first place after having respond power stop at my place multiple times, shortly after my landlord calling the police and asking them to remove them for soliciting unwanted services.  I feel like not only was I lied to now like they know they lied and that and accept that then offer me pretty much nothing to resolve it cause 100$ isn't even nothing compared to what I was charged.  I want this issue resolved and would like to know how to go further, I've already contacted the PA utility commission even though they reside in NY, and I've contacted my local Representative *** ****** and am currently awaiting a call from him.  The individual that offered this lied to me and they handled it unprofessionally and pretty much laughed in my face for offering me 100.00.  I would like to pursue any avenue I need to get this handle. thank you. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: We apologize for the inconvenience the customer experienced. As was explained to the customer when speaking to a representative of the company, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weather. While suppliers like Major Energy/Respond Power base the rate on a daily rolling average and hedging, most utilities purchase energy in massive block and adjust quarterly or semi-annually. Because of that, sometimes suppliers find themselves with higher rates than utilities. Eventually trends reverse and utilities are forced to adjust their rates to make up for losses due to underpriced supply sold to customers during high markets.

 The refund provided was offered as a courtesy and customer accepted the refund. At no time did any representative of our company make light of the situation. The company was aware of customer's intentions of going to the PUC, notwithstanding the courtesy refund. 

Since the customer has filed a complaint with the PA PUC, all allegations regarding our business practices will be addressed by the PUC. The PUC is a regulatory body that regulates companies like Major Energy. Since our company does business in Pennsylvania and the dispute is in regards to services performed in Pennsylvania, the PUC has the authority to investigate customer’s complaint. As part of the PUC complaint process, our company will be submitting a report to the investigator assigned to the customer’s case. The investigator will examine the report and any further information required in order to make a determination as to customer’s complaint. The PUC will also determine what, if any, refund is warranted. If customer should have any inquiries as to the status of the case, customer should direct those inquires to the PUC.

7/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I will attempt to be succinct in our dilemma. My fiancée and I were contacted by a canvasser a year ago who was working for Respond Power and informed us that we were eligible for a fixed rate that was cheaper than what we were paying at the time. We invited this canvasser into our home and were then placed on his cell phone to speak with someone from Respond Power's office regarding our switching over to them which was then done. We made all of our monthly bills until last month when we were hit with a bill over $400 dollars and were charged almost triple the average going Kilowatt Hour rate (approximately 24 cents per KWh). I was shocked and immediately contacted PPL whom informed me to contact Respond Power which I did. I reviewed our past bills and noticed that the rates were indeed well beyond what we had agreed to. I can't believe that there is no legislation in this state from utility companies performing such practices of raising rates to such a degree without informing the consumer. Respond Power attempted to offer me a fixed rate of 10 cents a KWh agreement despite my protestations that I was given a fixed rate last year. The customer service representative informed me that I had a variable rate. I stated that he was wrong and asked for a copy of my contract/agreement. His response was, "Don't you have yours?" I stated that I did not and that was the reason for my requesting a copy. I was then astonished by his next response, "We do not keep records such as that." I am flabbergasted that such a thing could be possible. Without my copy there was nothing for me to do to substantiate my case according to this gentleman. I hung up and ransacked my office searching for the contract/agreement to no avail. I then called Respond Power back and terminated them as my service provider and switched to another utility offering 8 cents a KWh for four years on a fixed rate. I would never have accepted a variable rate had I been informed of such a thing. They were very deceitful and I believe criminal in their marketing practices. Their customer service is quite suspect as well. When I requested a confirmation number or something similar regarding the termination, all that she offered me was her first name and informed me that all calls were recorded. Hopefully the assertion that they do not hold contracts/agreements/customer documents was recorded as well. Today we received another bill totaling 800 dollars and I am incredibly upset and fearful of our losing power due to our inability to make such a payment. Respond Power's representative lied to us about the fixed rate and we were then denied copies of our contract which they claim that they do not file or keep. I have contacted the Pennsylvania Utility Commission to lodge a complaint and am in the process of attaining a attorney regarding this matter as well.

Desired Settlement: That Respond Power honor their representative's claims requiring their adjusting our bill and that they produce our contract.

Business Response: We apologize for the inconvenience the customer experienced with our company. Attached is the customer's agreement wherein both variable rate boxes are clearly marked. Unfortunately, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weather. While suppliers like ***** ******/Respond Power base the rate on a daily rolling average and hedging, most utilities purchase energy in massive block and adjust quarterly or semi-annually. Because of that, sometimes suppliers find themselves with higher rates than utilities. Eventually trends reverse and utilities are forced to adjust their rates to make up for losses due to underpriced supply sold to customers during high markets.

Customer's account is fully cancelled. Unfortunately, because the customer was validly enrolled in a variable rate plan, no refund is warranted. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

First, in my phone conversation with Respond, they claimed that they do not hold onto contracts and that since I had lost mine I was out of luck. The conversations are recorded as stated by the customer service representatives. I would like to have a copy of that conversation which will validate my claims that Respond Power lied to me regarding my account not only on the phone, but also the individual who signed us up claiming that it was a fixed rate. Why was this agreement not produced when I had asked for it and why was I informed that they do not hold onto such paperwork. I have since discovered of numerous other individuals whom have filed complaints with being deceived during the sales pitch and outright misinformed over the offered rates.

 

Additionally, their ridiculous response to charging such outrageous rates is preposterous. This state of Pennsylvania was targeted by these nefarious utility companies upon the utilities being deregulated and simply preyed upon the citizens of this state. Only a handful of such companies took advantage of the situation which is resulting of our legislators to confront the issue and pass legislation to avoid such practices in the future.

Therefore, to prove my claims of their deceitfulness, I would like to attain a copy of the conversation with the customer service representative who outright lied to me which will highlight the tactics that Respond utilizes to deceive customers.

Thanks for your time and efforts.

 

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** **** 




 

Business Response: We apologize for the inconvenience the customer experienced with our customer service department. Unfortunately, we are unable to provide any recordings from our call center due to company policy prohibiting the distribution of the recordings. The specific recording will be reviewed for quality assurance. 

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Respond Power, LLC regarding complaint ID ********.

Sincerely,

**** ****

7/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond power rep knocked on my door. The rep stated she could save me money on my electric bill, it's been a nightmare ever since; i was paying 9cents per KiloWatt hr. the Respond Power rep said they would charge me 8cents per kilo watt hr and they would make a donation to ****** ******** stand (charity to fight kid cancer) so i signed up. my Electric bill went from $45 per month to $285 per month. i was told by **** ****** that my kilo watt hr rate went from 8 cents to 13 cents to 19 cents all the way up to 35 cents per kwhr at the hands of Respond Power. Now **** is demanding that i pay them a $200 deposit because i haven't been able to keep up with the bill and they also want the balance. If i can't pay the $285 bills how can i give them a $200 deposit on top of it. They are threatening to turn my electric off...i can pay my my normal bill but not these compounded outrageous charges. No one should trust Respond power this was a classic case of bait & switch.

Desired Settlement: I would like Respond Power to bill me retroactive @8 cents per kilo watt hour from the day they started to bill me. I would like **** ****** to drop their demands for a $200 deposit and allow me to pay my normal electric bill at a rate of 8 or 9 cents per kwhr. Thanks

Business Response: Good Afternoon,

The customer enrolled in a variable rate plan, meaning the rates would fluctuate with the energy market. Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The customer's account has already been cancelled.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

Variable rate is not what i was told by Respond power. I was told and i qoute "**** is charging you 9 cents Per Kilowatt hour, Respond power can offer you a rate of 8 cents per Kilowatt hr." When i spoke to **** about why my bill was so high they told me that right away Respond Power took my rate from 9 cents to 12 cent to 13 cents to 19 cents , etc.. all the way to 35 cents per Kilowatt hr. which is not a variable rate but a balloon rate. The bottom line is Respond Power was deceitful, and does not do business in good faith and i want my money back that they over charged me over 8 cents per Kilowatt hr. Meantime i have a close to $600 electric bill and **** is demanding that it be paid along with a $200 deposit for security or they're gonna shut my power off. Respond Power created this mess they need to fix it. I had no issues with my power supplier until Respond Power showed up on my door step.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** ********




 

Business Response: We apologize for any inconvenience the customer is experiencing as a result of the unexpectedly high rates this past winter. The customer initially enrolled in a variable rate plan with our company via door-to-door sale on July **, 2013. The customer’s signed sales agreement is included for confirmation. The customer was never enrolled in a fixed rate plan. Because the customer was validly enrolled in a variable rate plan, no refund is due.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Respond Power, LLC regarding complaint ID ********.

Respond Power offered me an 8 cents per kilowatt hour rate, I never recieved that rate, instead i received rates that rocketed from 12 cents per kilowatt hr to 35 cents per kilowatt hour. Respond power calls it a variable rate, it actually was a balloon rate. The rate never varied it only rose higher. This was a Typical bait and switch tactic that some shady companies use. Respond Power has ruined my credit, they do not do business in good faith and they should not be trusted!!!

Sincerely,

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

7/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They have salesmen going door to door promising decreases in the electric bill of up to twenty percent if you switch to respond power. He did not tell me that he was not from my default electric provider until I had already given him my information and was talking on the phone to another one of their representatives. By that time he was already in my house and I felt pressured and manipulated into signing up. He said I would definitely realize the twenty percent savings because my home fell within the "red zone" and I would never end up paying more than my local utility. Upon switching my bill remained the same for about two months until the rate was practically doubled for April and May compared to the average rate in the region for March 2014. I paid more in electric in these two months then I did in the previous year combined with my old provider although the usage had remained constant. After the first large bill which came out to around five hundred dollars I called to voice my concern and cancel their service, I was told that they would only terminate my service at the conclusion of my next billing period. I paid the bill and was satisfied that I would no longer have to deal with them after I paid the next bill. Upon receiving my next electric bill I was irate. The bill was just shy of seven hundred dollars which is over three times what I paid in the middle of winter. I called Respond to ask them why my bill had skyrocketed, They told me that because I was a variable rate customer their was no guarantee in price savings and that because of the polar vortex this winter market prices for electric had skyrocketed and their was nothing they could do about it. This is a bold faced lie if I have ever seen one. The polar vortex in no way explains why in the middle of spring my rate would jump 250%. I checked the historic prices on the commodity market for natural gas which they use to generate their electricity and although natural gas prices have risen, they only have risen 20%. a far as their excuse about the pipeline goes I'm quoting the Pennsylvania unfair trade and consumer protection laws when I say "advertising goods or services with intent not to supply reasonably expectable public demand, unless the advertisement discloses a limitation of quantity." I think any reasonable person can assume that when their rate is to be tripled because of limitations in the gas supply then that does not constitute supplying reasonably expectable public demand. No sane person would pay three times the going rate on any commodity. A sane person would cancel their service decreasing the demand for the product until it matched the supply, but because I was not informed of this limitation in quantity beforehand (in regard to the limitations in natural gas which in turn led to the price hike) I was unable to terminate my service in a reasonable timeframe.

Desired Settlement: I want a full refund for the last two months, according to the Pennsylvania unfair trade practices and consumer protection law causing likelihood of confusion or of misunderstanding as to the source, sponsorship, approval or certification of goods or services or taking part in any deceptive or fraudulent conduct which creates a likelihood of misunderstanding is punishable by a five thousand dollar fine plus restitution to anyone who suffered damages which were caused by a violation of the act. I was led to understand that my electric bill was to be lowered by up to twenty percent if I switched providers but it was in fact raised by three hundred percent. I have done research and I believe this is both deceptive and fraudulent.

Business Response: Good Morning,

We are sorry if the customer has had a bad experience. The sales representatives of our independent partner vendors are trained to never guarantee savings, although they may state that historically, our customers have saved money. The customer was enrolled in a variable rate product as confirmed by the customer's signed sales agreement. The rates on a variable rate
plan are subject to change based on market conditions. Unfortunately, the
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like
Major Energy/Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets. While the commodity markets for natural gas are one factor that affects energy prices, they are not the only factor.

The account has now been cancelled. If you would like to discuss this further, we encourage you to contact our customer service department.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

This does not solve any of my issues, I want my money back. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

The customer validly enrolled in a variable rate plan. We will not be issuing a refund in this case.

Regards,

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Respond Power, LLC regarding complaint ID ********.

Sincerely,

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

7/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales representatives knocked on my son's college apartment door. They insinuated that they were from **** **** ***** company and that my son and his roommate were getting overcharged and that they needed to sign a form in order to correct it. They were very forceful and made the roommates feel they needed to sign the document or they would lose service. When my son called Respond Power to inquire / complain about what happened the responded said something rude and hung up on him. This company is preying on college students.

Desired Settlement: I checkec with **** ****. Their kilwatt charge would have been 4 cents per kilowatt. Respond Energy charged 16 cents perThe kilowatt usage was 800 kilowatt. I would like to see a 12 cent per kilowatt refund for 800 kilowatts or $96.

Business Response: Good Evening,

We do not have the account holder's name or address to fully respond to this complaint, but we will respond to what was stated by the complainant. The sales representatives of our partner vendor are prohibited from representing themselves as agents of the local utility. We protect against this in four ways: (1) the reps must wear Respond Power/Major Energy branded clothing; (2) the reps must wear an identification badge; (3) the sales agreements have our company name and logo on them; and (4) the third-party verification call asks the customer if they understand that the reps do not represent the local utility. That said, we will certainly take the customer's concerns into account as we continue to evaluate sales practices.

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 my complaint has NOT been resolved because

Regardless of what your sales personnel are required to wear or what badge they carry or that the sales agreement has your company logo...what is practiced in the field preying is on young students, who are not savvy enough to question the logo, badge, etc.    The building the sales reps were conducting their predatory sales tactics is filled with college students.  No 3rd party follow-up call was made to ensure these kids knew that they would be charged more than double of what they would have paid otherwise. 

 The name on the account is ***** ******* he is copied on this note.  His address is :  ***** *****************

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *****




 

Business Response: We apologize for the inconvenience. Unfortunately, because the customer was validly enrolled in the variable rate program, no refund is warranted. The
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Respond Power, LLC regarding complaint ID ********.

Sincerely,

**** *****

7/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company misrepresented their service and price to me and proceeded to charge me 3x more than I have ever paid for any electric bill in the 5 years I have owned this house. I had a rep from the company come to my house around late Feb / early March when it was about 15 degrees, around 7 at night. The fact that he came in the dark and that he was willing to break our local no solicitation policy for our city should have been the 1st indication to me of what was to happen. However, I didn't think much of it at the time. The rep described to me that if I switch to this provider it will cut my bill by approx 10%. He also proceeded to tell me that I can cancel this at any time with no additional charges. I asked him several times about the price or anything that would affect the rate. He said no and asked me what I was paying now. I told him about $80 or so on average. He told me that I could expect my next months bill to be about $70 and on average 10% less that what I pay. I specifically asked him multiple times if there is any catch. He again said no and again stated that I will be paying approx 10% less than I am now. Since I could cancel and he told me that my bill would be less, I said I would sign up. Big mistake. I got my 1st bill from them and it was about 25% more that I normally pay of about $110. After seeing that, I promptly emailed Respond the same day I received the bill in the mail and cancelled the service right around April ****. They company didn't deliver what the rep promised. In the email, the company told me that they can't switch back for another month. I didn't think a lot about it, but this month I get a $283 bill. Nearly 3x more than I have ever paid. I called the company immediately, and after sitting on the phone for nearly an hour, I finally talk to a rep that I describe the problem to. He was polite and I remained calm, but after I told him how the service was misrepresented and what was promised was not delivered he essentially said I'm completely out of luck. I asked him on the phone why my bill was 3x more than I've ever paid despite the rep saying I'd be paying 10% less. He says it was because of a variable rate. He told me that this winter was tough on the energy market and prices were at an all time high that month. Of course it was, I just signed up. Convenient that the sales rep who came to my door didn't mention something like that despite the fact that asked him specifically about price multiple times. He certainly wouldn't have gotten me to sign up if he had been honest and told me my bill was going to be 3x more than it has ever been. Why didn't the rep mention this to me despite me asking him multiple times if ANYTHING would affect the price? I ask him why neither of these things were mentioned or pointed out by the rep at my door in 30 degree weather and being pitch black outside. No answer. I ask him if someone came to your door and said " How would you like to pay 3 or 4 times more than you are now for your electric bill? What would you say?" No response. After going back and forth with him, he said I understand how you feel. I hear this all the time. I'm sure this company does. Their reps misrepresent the company. I told him I've never felt more lied to or taken advantage of by a rep misrepresenting what this service could do and that your reps should disclose everything especially since I asked him multiple times. I told him what the rep told me makes this fraud. No response again outside of sorry you feel that way, but there is nothing I can do. After being on the phone with this guy for probably 20 minutes, he did nothing to help so I'm filing this with the BBB.

Desired Settlement: My average electric bill is about $80. They said my bill should be 10% less so I expect it to be 70$ with them. After seeing it was $100 +, I paid it and cancelled. I already over paid once with this company. The following month I get a bill for $283. Absolutely ridiculous! I expect them to honor what their sales rep promised and make an adjustment to this final bill to $70-75.

Business Response: Good Morning,

The sales representatives of our independent partner vendors are prohibited from guaranteeing savings, although they may state that historically our customers have saved money. The customer enrolled in a variable rate plan. The rates on a variable rate
plan are subject to change based on market conditions. Unfortunately, the
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like
Major Energy/Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The account has now been cancelled.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 That simply isn't what he told me and this company's response isn't good enough. This company should disclose everything to me at the point of sale and they didn't. IF they are going to higher independent contractors, then they should be trained to represent their products accordingly and this guy didn't. Regardless of what the reps are suppose to do or not he didn't. He told me I would be saving 10% off my bill month after month. He mentioned nothing at the time he came to my door that my rate was variable despite me asking multiple times if there was ANYTHING that could affect the bill. He said no. I would save 10% off my bill. What he represented to me is fraud. The guy didn't mention anything about how my rate would triple in one month because I wouldn't have signed up with him and either he didn't know about rates tripling or didn't say anything to me. That is fraud.

I guess that is why he came to my house at 7 when it was pitch black. It's also illegal to solicit business door to door in my hometown unless you go to the court house and request an acception from the court house. I'm sure he didn't do that either so if this is not resolved I will be going there as well and see if he is in compliance with that code and proceed there. In addition to that, my husband signed up for this and I am the sole account owner.

The account was closed immediately by myself because I didn't want to be taken advantage by this company any further. If I wouldn't have, I would have been charge $100s of extra dollars a month from this company who lied to me. Kindly refund me the difference of what I normally pay which is a refund of around $190. My address should be on file. If it is not, I will gladly provide you the address.

Thank you.



 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We are sorry the customer remains dissatisfied with our response. The customer was billed in accordance with the terms and conditions provided to the customer at the time of the sale and attached again here.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The answer again is unacceptable. Their rep told my husband one thing and this paper states another. Their rep said 10% off the bill. My husband believed him. He asked if there was any reason it would not be 10% off. The rep said no. Why was a variable rate never mentioned to him at the door by the rep until he called in to find out why our bill quadrupled? The phone rep that my husband talked to when we receive the bill told him that December was the highest rates the energy sector had seen in years so why did this rep not mention that before hand nearly two months later when he came to our door? He clearly knew what was going on and the only way to get people to sign this was by avoiding mentioning it despite repeatedly asking about the rates or this company keeps their reps in the dark to make a sale at all costs. The rep lied, misrepresented the product for a sale, and defrauded not only our home, but I'm sure quite a few others in the area. Nobody in their right mind would willing sign a paper to pay four more times than what they are currently paying for a utility bill if they were told that could happen.

Why was a variable rate never mentioned? Why was the fact that our rate could sky rocket never mentioned to us? Kindly show what time this transaction took place in writing. It was at least 8 if not later which explains why the rep wanted to do the transaction outside and in 20% weather instead of come inside.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A company representative came to my home to solicit company services misrepresenting themselves as being connected with **** ******, tried to push a sale by calling off their personal phone and literally wrote down the word "yes" trying to get me to mindlessly agree to their services which I refused and asked them to leave my home. Weeks later I received a bill from my current power supplier (****) saying Respond Power LLC switched my energy supplier without my consent.

Desired Settlement: Misrepresentation of company as well as switching my energy supplier without my consent is completely and utterly unacceptable. I have already contacted **** to make them aware of Respond Power LLC soliciting and misrepresenting themselves, as well as them changing my energy supplier without my consent. Not only do they need to properly represent themselves and not solicit, they can most certainly not change people's personal choices with no consent. I expect an apology as well as nothing to do with their services as if I find myself connected to this supplier in any way, shape, or form I will be contacting my lawyer.

Business Response: We apologize for any inconvenience the customer experienced. A customer service representative will contact the customer to better address the complaint. 

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I first switched from ******* to Respond Power, I was pleasantly surprised by how our bill went down. However, that all changed a few months later. Our bill more than DOUBLED! When I called ******* to discuss this matter, they explained that Respond Power was our provider and they couldn't do anything about the charges. They suggested calling RP and talking to someone there. They did cancel our service with RP but I still needed to call. Well, I called and called and called for weeks! No one ever answered the phone and I have never spoken to a person working at RP in my life. I am now paying off a large bill to ******* that I don't feel I should have to pay. RP is scamming customers. Besides, what company doesn't answer the phone????? I will NEVER use them again and I am telling everyone I know not to use them.

Desired Settlement: I want Respond Power to refund me the amount I have paid to ******* for their services. RP ripped us off and charged us an exhorbitant amount of money for a service.

Business Response: Good Afternoon,

We are having difficulty finding the customer's information in our system. Please provide the account holder's name or account number.

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 my complaint has NOT been resolved because:

How do they not know who we are?!?!  The account with ******* is in my husband's name.  His name is **** *******.  I do not have the account number with me at the moment as I am at work.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They still have not fixed this.  RP is ripping off customers.  I want my money refunded and I want something noted PUBLICLY that they do what they want with the rates.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Unfortunately, because the customer was validly enrolled in our variable rate program, no refund is warranted or due. As explained earlier, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weather. While suppliers like Respond Power base the rate on a daily rolling average and hedging, most utilities purchase energy in massive block and adjust quarterly or semi-annually. Because of that, sometimes suppliers find themselves with higher rates than utilities. Eventually trends reverse and utilities are forced to adjust their rates to make up for losses due to underpriced supply sold to customers during high markets. It is unfortunate the customers enrolled in the variable rate program experienced high rates, however those rates were determined by market conditions.

6/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond Power solicited door to door, an illegal activity in the borough, advertising that due to a new law, we could switch energy suppliers to receive a lower power bill than what we are already making. They signed up for a variable rate without explaining how much it could cost and took advantage of our inexperience as college students with power supply. When the first bill came it was much higher, and every bill since has been high, leading to hundreds of dollars of overpayment compared to the previous energy supplier. Their current rate is 6X the rate that we had previously per kilowatt hour.

Desired Settlement: This business has the responsibility to honor its promises of having a lower rate than we were receiving before. If the rate were the previous fixed rate of 0.059743 it would cost $199.67 rather than the 757.73 we were charged. The business should provide a refund of $558.06.

Business Response: Good Morning,

The sales representatives of our independent partner vendors are prohibited from guaranteeing savings. They may state that historically we have saved customers money. The customer enrolled in a variable rate plan. The rates on a variable rate
plan are subject to change based on market conditions. Unfortunately, the
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like
Major Energy/Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The account has been cancelled.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I understand now how variable rates work now but that is not what I was sold or what the sales person represented to me. In the long run, there is no way I would have chosen to go with a variable rate because I would never have had to pay nearly as much as I did for several months. The owners of the property have never heard of prices being even half as much as we were paying. The representative from the company will lie to get you to sign up for Respond Power and they will take no credit for that mistake.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,


The customer validly enrolled and was billed according to the terms and conditions of the contract. We will not be issuing a refund in this case.


Regards,

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: An solicitor for Respond Power came to my apartment claiming to be able to save me money on my electric bill. He showed me where on the bill that they would save me money, but neglected to tell me that my kwh rate would sky rocket based on market conditions. Instead of 5 cents per kwh which I was paying, Respond Power charged me 20 cents per kwh and then 30 cents the following months. I came to find out that the individual that came to my apartment isn't even affiliated with Respond Power, but was hired through an agency. I called to ask about the enormous price hike and my call was dropped. Twice. When I finally had someone knowledgeable on the phone, they told me that prices were based on a publicly traded option and that prices were based on market conditions (again, a fact that was left out by the solicitor that came to my apartment). I am absolutely disgusted that this practice is legal. Respond Power cost me a small fortune. A small increase even would have been tolerable, but 4 times my old rate and then 6 times my old rate. Completely unacceptable.

Desired Settlement: Some kind of refund that would be comparable to what I was paying with my old electric company. A bill shouldn't jump from 100 a month to 400 dollars in a month. I would also like to see better business practices. Respond Power needs to quit duping people into paying for a service they mislead them about and sending out individuals that have no other affiliation with the company.

Business Response: Good Afternoon,

We are sorry if the customer felt under-informed when making his selection for an energy supplier. We encourage the customer to visit the PA Power to Choose website for additional information regarding fixed versus variable rate plans. We will take the customers comments under consideration as we continue to work to better serve our customers. 

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The response from the company states that they encourage customers to compare prices with PA Power to Choose, but this is the first I have ever heard of the program.  How can the responder possibly know what the third party representative that came to my apartment said to me?  They don't work for Respond Energy.  The response was incredibly underwhelming and frankly absurd.  I was under-informed because there was no way to get informed.  The individual at that came to my apartment entirely misrepresented the company and the fast talking phone rep didn't answer any of my questions or concerns.

The response is not accepted.  Respond has failed to inform me as a customer which is very shady business practice. What is worse, the company they hired to solicit me HAD NO CLUE WHAT THEY WERE SELLING.  I want refunded 15-20 cents per kwh for the past 3 bills, what I should have been paying before being hoodwinked by the scoundrels at Respond and the cronies they sent out to solicit the "under-informed".


Sincerely,
***** ****




 

Business Response: Good Afternoon,

We are sorry the customer remains unhappy. The customer was billed in accordance with the terms and conditions which were provided to the customer at the time of enrollment. We will not be issuing a refund in this case.

Regards,

6/20/2014 Billing/Collection Issues | Complaint Details Unavailable
6/11/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/11/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Despite their rep stating and offering up electric prices that were cheaper than my default provider, my bills have skyrocketed despite consistent usage. For example, my most recent bill is $70 with a 222 kw usage; prior to the switch, a 235 kw usage cost me $25. They're a ripoff, as others have said. Luckily my account is being canceled at the end of this month.

Desired Settlement: Be honest about prices and that their service is a ripoff. Of course I'd like to be compensated financially with a fair bill/price, but that will never happen.

Business Response: Good Morning,

We are sorry that the customer has been dissatisfied with our service. The customer enrolled in a variable rate plan with our company. The rates on a variable rate
plan are subject to change based on market conditions. Unfortunately, the
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like
Major Energy/Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

As the customer notes, the account has now been cancelled.

Regards,

6/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Respond power was 3rd party billing me without my knowledge. My most recent electric bill was $783. I live in a tiny home and I dont even use electric to heat my home. I use oil. My direct carrier which is met ed was charging 1/3 of what they were. When I asked for a copy of the "so-called" agreement , they refused. Saying it was their property. I feel as though they 've been stealing money from me.

Desired Settlement: I would like a copy or confirmation that I gave permission. Second they shouldn't have been able to bill me to extreme. I "canceled"my service with them emidiately. I would like a refund / price adjustment for the money they took from me.

Business Response: Good Morning,

We are sorry you are unhappy with your service after being our customer for so long. Because this is a public forum, we are unable to go into the specifics of your account. However, we will note that we have been supplying your electricity since 2012. If you have remaining questions, please contact our customer service department again.

Regards,

6/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told that I would save money on my electric bill if I switched to respond power, so when I got my first bill from the electric company with respnd power as the supplier, it was tripled from what it usually was! I called the company to see if it was a mistake, and they told me that it was because of the weather (which was not the case)they were charging me a much higher rate than what they promised,and I asked to be removed from their services, I didnt look at my bill the month after that because we lost employment and I couldnt have paid the bill, so the next month I got my bill and wanted to pay it and I was never removed from their services and my bill is outrageous! Respond power lied to me and told me that my bill would be much lower than it had been in the past when it ended up being 3 times HIGHER than before I was with them and then when I asked to be removed, they did not remove me! I was told that I would recieve a call back from a **********, I never got a call back. I tried calling again and again, and could not get anyone to speek toand finally I called once again and spoke with someone, they agreed once again to remove me but will not do anything about the previous months! I am unsure if they will actually remove me this time, but I dont believe that I should have to wait nother month and hope that they actually did their job correctly nor do I feel that I should be responsible for charges from them when I clearly called to be removed from their services

Desired Settlement: Refund the money that they charged me over the past few months

Business Response: Good Evening,



We are sorry if the customer had a bad experience
with our company. The sales representatives of our partner vendors are strictly
prohibited from guaranteeing savings, although they may state that historically
we have saved customers money. This customer was enrolled in a variable rate
plan. Unfortunately, the energy
market performed very poorly this past winter due
to decreases in energy supply
and increases in demand due to the cold weather.
While suppliers like Major
Energy/Respond Power base the rate on a daily
rolling average and hedging, most
utilities purchase energy in massive block and
adjust quarterly or
semi-annually. Because of that, sometimes
suppliers find themselves with higher
rates than utilities. Eventually trends reverse
and utilities are forced to
adjust their rates to make up for losses due to
underpriced supply sold to
customers during high markets.


The account has now been cancelled. We have no record of prior attempts to cancel the account.  Please contact your utility directly for budget billing options. 



Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 I was in fact promised a drastic reduction on my electric bill by the respond power employee. I was not informed of a variable rate. My bill after adding respond power to my electric bill was NEVER lower, it was always 3 times more than ever before! I was. Promised to be removed from their services and was not removed. I was promised that a ********** would return my call, I never received a call! Their customer service is unprofessional and disrespectful! I am extremely dissatisfied with everything about this company! 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ********




 

Business Response: Good Morning,

We are the sorry the customer remains dissatisfied. The customer's enrollment in a variable rate plan was confirmed by a signed sales agreement. We have no record of the customer attempting to cancel prior to April. We encourage the customer to contact our customer service department if there are remaining questions.

Regards

6/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Billing problems

Desired Settlement: I have been with this company for a little while and in march my bill was $117 which is what i was paying normally. Im april my bill tripled to $457 and the same thing for may. There rates sky rocketed. I am a single mother with 2 children one of which is disabled and i dont make a lot at my job also she gets ssi. When i call the company they tell me there is nothing they can do to help me get this paid and my bill was due on may ** it is may ** now and they are calling me telling me if it is not paid. I will basically have my power shut off. I was caught up on my bill i never paid it late so how am i getting threatened to have my electricity shut off. I dont understand please help. Thank you

Business Response: Good Afternoon,

We are sorry the customer has been dissatisfied with her service. The customer was enrolled in a variable rate plan, meaning that the rate would fluctuate with the energy market. Unfortunately, the energy market performed very poorly this past winter due to decreases in
energy supply and increases in demand due to the cold weather. While suppliers
like Major Energy/Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.
 
Please note that all billing issues should be addressed directly with your utility. We do not bill you separately from the utility and we do not send collection notices. Payment plan and budget billings questions should also be addressed to your utility. 

Regards,

6/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I moved to PA in June 2013. We were told to pick a generator for electricity that fit our ideals. We chose RespondPower due to their advertised "Respond Rewards" which supposedly incentivized users to decrease energy use due to text or email notifications stating that power demand was high. My family thought that this would be an incentive to keep our electricity demands to a minimum. When we signed up our price per kWh was ~$0.12. What we discovered over the winter months was that Respond Power began to price gouge. Throughout the winter months our priced went up each month to 0.19 and peaked at $0.34 per kWh. This is nearly a 300% increase of our initial charge. All this time my wife and I were doing everything in our power to keep our energy consumption to a minimum. We applied for budget billing early in the year and have been paying a substantial amount with this but are still more than a thousand dollars behind due to the incorrigable bills throughout this winter. I contacted Respond Power on 3/**/14 but did not hear back from them regarding this condition.

Desired Settlement: My desired outcome is that my bill is re-analyzed to be charged a reasonable rate $0.12 per kWh for the energy that I consumed over the winter. I have already canceled Respond Power as a generator and will be using PPL as my new generator. They are gauranteed me a fixed rate of around $0.08 per kWh for two years.

Business Response: Good Afternoon,

We are sorry the customer was dissatisfied with our service. The customer enrolled in a variable rate plan with our company. The rates on a variable plan
fluctuate with the energy market. Unfortunately, the energy market performed
very poorly this past winter due to decreases in energy supply and increases in
demand due to the cold weather. While suppliers like Major Energy/Respond Power
base the rate on a daily rolling average and hedging, most utilities purchase
energy in massive block and adjust quarterly or semi-annually. Because of that,
sometimes suppliers find themselves with higher rates than utilities.
Eventually trends reverse and utilities are forced to adjust their rates to
make up for losses due to underpriced supply sold to customers during high
markets.

For information on budget billing and payment plans, please contact your local utility.

Regards,

5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First and foremost... the unprofessionalism of the person showing up at my door was ridiculous. The language used was inappropriate for business conduct (especially sales), and the identification of who she was, was simply falsified. I got home from work around 7 pm or so, to someone knocking at my door as I approached. I was friendly, but cautious, since I do not know many of my neighbors. She told me she was a PECO employee and they were doing checks to see if people had been overpaying on their bills. "Great," I thought, anything to lower a bill. She asked to see a PECO bill, which is no problem, as I had the previous month's available. She answered a phone call after asking me to see the PECO bill. Clearly not a business phone call by the tone and topic discussed. After phone call, and her sales pitch continued, her language included inappropriate assumptions about my lifestyle and family, and how we live. I really could care less if one of your salesman's boyfriends yelled at her because she was "too stupid" to realize what a great deal this could be to sign up. She then said my wife would probably yell at me when she got home when she heard I passed up these great deals. You have no idea what my family and I do or talk about, and especially how we interact. We would never yell at each other for something this trivial. Also, I understand sales and that you need to have some persistence, but after quietly listening to the company's offerings, by the fifth "I am not interested, but thank you," take the hint and leave my home. You can see I am just getting in from work, and was patient enough to listen thoroughly to everything you had to say. I show you, a complete stranger, respect enough to listen to your offer, you can show me some kind of courtesy in my refusal. Clearly the door-to-door salesman are getting paid by the accounts they secure, because even when I asked her if I could think about it and talk it over with my wife, she gave me that beautiful scenario that I wrote above. And you are not PECO. You are an alternative energy supplier, who works in conjunction with PECO (the one's who then deliver the electricity.) Identifying yourself as anything but, is just a cheap trick to see the PECO bill and start the sales pitch. I believe I was overly accommodating to one of your employees and I was shown nothing but disrespect.

Desired Settlement: I don't need anything from this company at all, but I do feel they need to know how their employees behave and treat potential consumers.

Business Response: Good Morning,

We apologize for the customer's experience. The sales representatives of our independent partner vendors are strictly prohibited from representing themselves as agents of a local utility. Moreover, we certainly expect these representatives to behave more professionally than what the customer describes. We will take the customer's comments into consideration as we continue to evaluate the sales practices of our partner vendors. If the customer can provide a name or identification number for the sales representative he spoke with, we will investigate further. Again, we are sorry.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*** *******



 

5/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ***** ******* and I was told by Respond Power/Major Energy that I was cancelled back in January 2014 and as result I have continued to received bills with their name and charges that are way out of line every month since February. I have called and they say it takes (2) months , that's not good cause in the mean time I'm being charged some outrages charges. I have some friends that say the same thing about this company and it's hard to get rid of them once their on your account; but I would like to let my complaint be known. I did this as part of a program called refer a friend and now I regret it.

Desired Settlement: I would like have these charges removed since I'm not suppose to have service from them at all

Business Response: Good Morning,

We are still investigating this complaint. It does appear there was a technical issue with the customer's cancellation. We will update as we learn more.

Thank you,

5/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond Power/Major Energy says that you can save money with their service and I haven't seen this money savings on either of my accounts. What I have seen is outrages charges on both my electric and gas bills. I also know that it is a variable rate, but even cause of the variable rate my charges are much higher each month than they should be with a variable rate/ almost tripled.

Desired Settlement: I would like to have their name removed from my bill and all the outrages charges be removed or adjusted, because I know they are wrong

Business Response: Good Morning,

As the customer notes, she was enrolled in a variable rate plan with our company. Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The customer's account has been cancelled.

Regards,

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been wondering why my electric bill has been so high. And I started to look at it and realized that respond power is my electric supplier and also penelec. Penelec is to be my main power supplier and not respond power. I never signed an agreement with them. I talked to penelec and they said that respond has been my supplier since Sept 2013 and I never signed or talked to anyone to change my supplier.

Desired Settlement: I would like to have them not be my supplier and refund all the money they have charged me for service I have never agreed on..

Business Response: Good Evening,

We have included the signed sales agreement as confirmation of enrollment. If you have any other questions, please contact our customer service department directly.

Thank you,

5/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In October of 2013 a representative from Respond Power came to my house; the agent was ******** (code *****). She explained that she worked for an electric supply company, Respond, that could offer us a lower price for our electricity. She explained that there was no contract and that the rate was variable. She requested to look at our electric bill from our current company, **** **** *****. After looking at the bill she said we definitely qualified for their services and that we would save a decent amount on our electric bill. She explained that **** **** would still handle our service, billing and meter reading. Respond would supply the electricity and bill **** **** based off our usage. We signed up after being assured we would save money. Our first bill was in December and our amount due was only $94.00 which was good considering our previous amount had been $130.00 with **** ****. We are signed up for the Equal Payment Plan so we expected to bill to represent the average cost per consumption just like it had been with **** ****. The rate was about 5 cents per Kilowatt Hour. The total balance did not reflect our actual consumption at this point. Each month we paid $94. In April 2014 when I went to pay our bill I noticed that the total account balance was about $1700. I thought it had to be a mistake. I contacted **** **** and they explained that there was a catch up month with Respond and that their rates went from 5 cents to 10 cents to near 25 cents per kilowatt hour! They explained that **** ****'s current rate was still 5 cents per kilowatt hour and they did not know why Respond's rates sky rocketed. They recommended I contact Respond. When I spoke with a Respond representative on the same day, April ****, I was shocked to hear that there wasn't a mistake and that 25 cents per kilowatt hour was their current rate. I asked why I wasn't notified that the right was making a drastic change and how the bill jumped from a $0 balance to $1731 within a couple of months. The representative could not answer my questions. She only stated that the cost is going up. I explained that **** **** still has a reasonable rate still so why is Respond's rates so high. She said they bought into another company or something and costs are going up. I asked to speak to a supervisor to get more information and she assured me they wouldn't say anything different and that there wouldn't be any adjustments to the total amount due. I asked to cancel my services with Respond immediately. My electric bill with **** **** ****r, even over the winter months, never exceeded a few hundred dollars. I always pay the amount due and never pay late. I feel betrayed and that the company misrepresented their services when the agent came to my house and promised Respond would save me money!

Desired Settlement: I would like to be billed for a reasonable rate for my electric usage over the months I used Respond as my electric supply company. They say that they offer competitive rates and 25 cents per kilowatt hour is not competitive; 5 cents per kilowatt hour is competitive. I will email my past several bills from *******************. Thank you

Business Response: Good Morning,

We are sorry the customer has been displeased with her experience.  The customer enrolled in a variable rate plan with our company. The rates on a variable
rate plan are subject to change based on market conditions. Unfortunately, the
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like
Major Energy/Respond Power base the rate on a daily rolling average and hedging,
most utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The customer's account has already been cancelled. We will not be making any adjustments or refunds in this situation. Please contact your utility company directly for budget billing questions.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I am disappointed in Respond's response.  I think they misrepresented their services when they sent an agent to my house and promised they could save me money by switching to their company for my electricity supply.  Within a few short months by bill skyrocketed to over $2000 and my rate nearly quadrupled.  They claim on their website to offer competitive rates, my local electric supply company maintained a 5 cent per kilowatt hour rate over the winter. How is it that Respond couldn't compete with this fair and reasonable rate? How are customers supposed to afford 25 cents per kilowatt hour? I still request an adjustment based off of a reasonable and "competitive" rate. I have sent all of my bills since switching to Respond.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Evening,

Our last answer was responsive to the customer's complaint.

Regards,

5/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The door to door salemen told me my electric bill would be cheaper if I went with respond power. My bill was $103.50 at the time. My recent bill was $74.11 and they tacked on another $317.88 so the total I owe now is $391.88. I have recently called them and.told them about there salesmen and about the lies he told me to get me to go with respond power and cancelled my service with them. They said I would be receiveing another bill.

Desired Settlement: I don't think I should have to pay there fees for being.lied too.

Business Response: Good Evening,

We are sorry if the customer had a bad experience with our company. The sales representatives of our partner vendors are strictly prohibited from guaranteeing savings, although they may state that historically we have saved customers money. This customer was enrolled in a variable rate plan. Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

The account has now been cancelled, however, it typically takes the utility one to two billing cycles to process the cancellation. Please contact your utility directly for budget billing options. 

Regards,

5/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My electric bill in 2014 rose 33% in January, 50% more in February, then almost another 100% in March! Respond power said I had a variable rate but these were the first increases we ever experienced. I have lived in this house for 23 years and never paid more than $200 for an electric bill. We cancelled respond power but paid an over payment of $800 over the first three months of this year. I have auto payment from my checking account or I would never have paid these exorbitant bills. I am devastated that they would steal from us like this. Please help us get our money back.

Desired Settlement: $800 credit for gross overcharges.

Business Response: Good Morning,

The customer enrolled in a variable rate plan with our company. The rates on a variable rate plan are subject to change based on
market conditions. Unfortunately, the energy market performed very poorly this
past winter due to decreases in energy supply and increases in demand due to
the cold weather. While suppliers like Major Energy/Respond Power base the rate
on a daily rolling average and hedging, most utilities purchase energy in
massive block and adjust quarterly or semi-annually. Because of that, sometimes
suppliers find themselves with higher rates than utilities. Eventually trends
reverse and utilities are forced to adjust their rates to make up for losses
due to underpriced supply sold to customers during high markets.

The customer's account has already been cancelled. We are sorry to lose you as a customer after so long.  We will not be issuing any further adjustments or credits in this situation.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This is unacceptable.  **** and ******** rates stayed the same.  There was no need for this price gouging.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

Our last answer was responsive to the customer's complaint.

Regards,

5/21/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We were told that we would be paying WAY less than our regular bill, not being told that we would still be paying our **** **** ***** bill as well. From Respond Power, LLC, we received a bill for 1,559.42 for ONE month or service! We live in a mobile home and there is no way we use 7,801 KWH in a month! Putting our month bill to a whopping 2,332.47$ Our family doesn't even make that much to put food on the the table let alone pay a OUTRAGEOUS electric bill.

Desired Settlement: We would like the total amount of 1,559.42 reduced from our bill. we are struggling as it is and we simply CAN NOT afford this! You told us that your rates were way cheaper than **** **** *****'s and you LIED to us!

Business Response: Good Morning,

The customer enrolled in a variable rate plan. The customer's signed sales agreement is attached for confirmation.  The rates on a variable rate plan are
subject to change based on market conditions. Unfortunately, the energy market
performed very poorly this past winter due to decreases in energy supply and
increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

Regards,

5/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Was paying between $0.05-0.06 for electricity and Respond Power came to my door saying that they would save me money. After finding out that they didn't save me money and I cancelled the service, the last bill from Respond Power jumped from just over $200 to over $1200 at $0.27 per kilowatt hour. Called numerous times and were very unhelpful.

Desired Settlement: Want the bill changed to the rate that it began at.

Business Response: Good Morning,

The customer enrolled in a variable rate contract, meaning the rates would be determined by the energy market.  Unfortunately, during this severe winter an already limited energy market saw a spike in demand.  This led to significantly higher rates.  The customer's account has already been cancelled.  

We are sorry the customer had trouble contacting our customer service department.  We have experienced a drastic increase in calls over the past several months.  We have taken steps to better handle the call volume and better serve our customers.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

That is what they kept telling me on the phone over and over again and I was talking to our property maintenance people and they said that this has happened to the people who ended up cancelling the service and not to everyone. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We assure the customer that the final rates were in no way retaliatory. Had the customer remained with our company, the rates would have been exactly the same. The rates reflected the market and not the customer's decision to cancel.

Regards,

5/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A gentleman from Respond Power came to our door on 3/**/2014 and said he was there to check to see that we are getting our discount on our gas and electric that we are suppose to be getting from ******** **** and *******. He proceeded to tell us he was not there to sell us anything or change us over to anything that he was there to represent these companies for information . Then he proceeded to get our numbers for the accounts and called them in on the phone. After that he said that we would have our discounts checked and that our bill would have the discounts on them if any more were to be applied. After that he left. Yesterday, March the ***** we got our ******** **** bill in and our balance budget was cancelled, our bill double in the amount from 89.00 to 193.05 in a short time span. We have not received the electric and are worried about that as well. We had a call from the ******** **** here in Pennsylvania that our service had been switched and if we wanted to cancel them. We told them yes after the fact of what had happened. Then my wife called the ******* company to let them know what had happened and wanted to cancel the Respond Power company on the electric as well. We are stuck with the 193.05 bill on the ******** **** and would like to know what to do next. You can call either **** or ****** ****** at ###-###-#### and leave an e-mail. Thankyou for your time. I hope that this will help others from the same situation from this company.

Desired Settlement: That the BBB would help us out to know whether to receive a credit to our ******** **** account or what actions they would have us to follow next. Also to put this company on alert for falsifying information on representation.

Business Response: Good Morning,

The customer enrolled in a variable rate plan with our company. The customer's signed sales agreement is attached below for confirmation. Unfortunately, the
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like
Major Energy/Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

Regards,

5/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Advertising big savings on electric bill. My last bill was over $800 dollars after 2 months of very little savings.

Desired Settlement: I no longer want to be associated with this company. They are *****.

Consumer Response: I am looking to get reimbursed for what I think is unreasonable price increase in energy bill. Normal bills used to be around  $300-$350. My last bill was close to $800.

Business Response: Good Morning,

We are sorry the customer had a bad experience. The customer was previously enrolled in a variable rate plan with our company. Since making the complaint, the customer has enrolled in a fixed rate plan. 

Regards,


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

5/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my energy provider is PECO...several months ago two representatives from respond power came to my door and said an alternate company will be available shortly and if I can share my previous bill from PECO, he will contact his company to see if they can offer a competitive rate...***** agent # ******** filled out an "inquiry form" using my information and said someone will contact my shortly...this month my electric bill was at an all time high and when I investigated the small print, I realized respond power was now my provider and raised the commodity charge 400%...I attempted to call their customer service but the wait time is over 30 minutes and impossible to speak to anyone...I then contacted PECO and the representative said she has been receiving many complaints of the same nature...in my opinion this is deceitful, unethical, and illegal and I refuse to just pay this outrageous bill...turns out the "inquiry form" was a "sales order" that ***** filled out for me and had me initial it but didn't show me the form, he held it so just the signature line was visible

Desired Settlement: I would like respond power to adjust my bills using PECO's commodity charge which is significantly lower and send me a final bill...as of April ****I am back with PECO...perhaps it is only a few agents that are deceitful and interested in only their own gains and this does not reflect company procedure...if respond power does not comply, this is a legal matter and there should be repercussions

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.  I have attached a copy of the sales agreement and the third-party verification call.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February **press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
**************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *****************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 first of all, your representative, *****, filled out a form (it is not my handwriting)that he said was just using for information purposes...not a sales agreement and he didn't show me the form or explain he was checking the variable rate...second, my name is ***** ****** not ***** *******...third of all, the line that he asked me to initial (he did not give me the form to view) has my initials but not my signature; I would be happy to send you a copy of my drivers license to verify that is not my signature...fourth of all, the verification phone call was on his cell phone and barely audible, again he said it was for inquiry purposes and not to switch over...the bottom line is that customers are being deceived then ripped off...I have been a PECO customer for over twenty years and no longer go over my bill closely because there is no reason to after all this time (or so I thought)...apparently I have been switched over to respond since sept, 2013 and when I spoke to a PECO representative, they informed me that I have been over-charged (what you call variable rate) since...fifth of all, I have been trying to call respond power repeatedly and the initial computer generated voice says "wait time will be 30 minutes or more"...how is this possible of a business that cares about their customers and are dedicated to providing the best rates (that is what your website states)...in lieu of the deception and lack of response I have received from respond energy (I have also sent two emails), I believe I have not been given an appropriate response and I do not feel I am entitled to pay them anything higher than what I would have been charged by PECO...the reason I cancelled my service initially is because PECO answers their calls and they were the only people I could get some answers from

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: This customer's complaint was handled directly and the matter is now closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ******



 

5/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I want to go on record for others to see. Respond Energy was my energy provider in Pennsylvania. My contract with them, which I never saw supposedly expired and they began charging me what they call the Fair Market energy rate. In February their rate was 12 cents per KWH, when the person under contract at this time paid and the approved PECO rate was approximately 9 cents per KWH, I found another supplier to transfer to and then for the final billing period (1 month later) Respond Energy raised the rate to .3999 per KWH over three times the month before which defied belief.I contacted them to discuss and was told there was nothing they could do that it was tied to the NY index and if I didn't like it file a complaint. So I have filed a complaint with the PUC but wanted to also file a complaint with the Better Business Bureau to alert others of this practice.Also when you call customer service the representatives do not have any authority and really didn't make any effort to assist, just wanted to try to resign me up again.I would hope this would serve to warn others and if any relief can be had through this complaint that would be a bonus.

Desired Settlement: The State of Pennsylvania isn't doing anything but I hope I can prevent one more hardworking family from being swindled like this.If I can get relief from the total amount owed through the Better Business Bureau's efforts it would be a bonus.

Business Response: Good Morning,

We are sorry the customer is dissatisfied.  Please note, that in no way was customer’s last rate while enrolled with our company retaliatory. That was the
rate all variable rate PECO customers were billed. Assuming customer did not
cancel and made no change on the account, customer would have been billed that
rate.  We will address the customer's other concerns through the PUC.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They state the rate is the same all PECO customers where variable rates were charged.  I would appreciate it if the business would  provide the location where I can view and understand how their rate is derived and the basis of their determination.  I would agree that I am not being singled out and that a good number of customers are being affected but I do want to understand, as well as I am sure other customers, how the rate is determined.

There are up to 13,000 claims relating to electric supply rates against various suppliers with the PUC which shows I am not alone and that this is one of the pitfalls of deregulation.  Thank you for following up.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

Regards,

5/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The multiplier used to calculate charges for my current electric bill increased 43% from the previous month. My initial contact was made with a rude, caustic and argumentative CSR named"Nancy". After multiple requests and an inordinate wait, I was finally transferred to "Dee", her supervisor. "Dee's" interpersonal skills were a vast improvement over "Nancy's", however, I was told I had opted for their flex rate program. Had I been on the fixed rate program, my bill would have been $70.44 instead of $314.36. ( I am assuming the additional customer and distribution charges were not included in the $70.44 quote as they were in the $314.36 figure.) I ask if there was any way my current bill could be reduced. The only way would be to switch to the fixed rate program going forward, then they could send me a reimbursement check for $25 for the current bill. When I asked if anything else could be done, the check amount was increased to $50. I feel the multiplier used to calculate this month's bill is unreasonable and unfair and the compensation offered to me does not make up for it.

Desired Settlement: I would like my bill adjusted to $178.15. (previous month's multiplier of 0.16852 X current bill's KWH of 751 +customer charge of $7.09 +distribution charge of $44.61 -state tax adjustment $0.11.)

Business Response: Good Morning,

We are sorry the customer has had a bad experience.  The customer enrolled in a variable rate plan, meaning that the rate would be determined by the energy market.  As the customer notes, the rate was different the previous month.  We cannot, however, arbitrarily offer a previous month's rate for this month.  If the customer is interested in savings, we encourage her to enroll in a fixed rate plan.  I have included some additional information about how rates are determined and why they have risen so steeply this year. 

Regards,

Why Have Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit **********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My bill is disproportionately higher than what other providers are charging. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

Unfortunately, the
energy market performed very poorly this past winter due to decreases in energy
supply and increases in demand due to the cold weather. While suppliers like
Major Energy/Respond Power base the rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.

Regards,

4/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: *********** from Respond Power knocked on my door inquiring if I would switch suppliers from Peco. *********** guaranteed a competitive rate that would not exceed peco's. Steadily I noticed increases in bill but then this month's bill came & I was completely floored. After realizing how these charges came to be by trying to educate myself I realized I was being charged a commodity charge MORE THAN 4X AS MUCH AS PECO. I tried to call Respond Power & the automated system said hold times to exceed 30 minutes. I waited on hold for 47 minutes at which time their phone system disconnected my call. I then sent the following email dated 3/**/2014 & to date have received ABSOULUTELY NO RESPONSE!!To whom it may concern, I recently received astronomical charges in regards to my electric & am highly upset by the figure. As it was explained to me when I signed up Responds pricing was competitive with PECO & would not exceed PECOs premiums. However I called PECO and they confirmed their commodity charge right now for electric is .0877 vs. Responds commodity charge of .3990. This has created a $193.60 difference in the electric portion of my bill (Responds charges being $256.48 vs. PECO being $62.88.) I feel swindled! I cannot afford to pay this outrageous amount & strongly feel that this company has taken advantage of its consumers by spiking their charges to such an unobtainable amount (MORE than 4x PECO.) This is consumer ABUSE at its worst. I also called to try & address this issue and the automated system informed me that the hold times were exceeding 30 minutes. After waiting on hold for 47 minutes, Responds phone system then disconnected. I dont know another way to say that I am outraged. I am hoping this company will find its in their best interest and adjust my bill accordingly. I have always paid my bill & honored your charges & now as the consumer I am hoping you honor my request to reduce this bill. since December I paid $331.81 more than I would've with Peco.

Desired Settlement: Reduced bill to match what my bill would've been with peco for this month & the coming month since I switched back to peco but the billing from respond will continue through next month. This billing period had a been with peco the charge would've been $62.88.

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
**********
Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit ***************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *************, and have determined that my complaint has NOT been resolved because:

Response power misrepresented itself/fees. I understand the concept of a variable rate however your company misrepresented itself when I was told the pricing was competitive with Peco. COMPETETIVE! The bill was 4x as much! So although you may attach all the verbiage you would like, this has not been resolved to any satisfaction at all. I would of at least expected for respond to have credited this months bill to what it would've been with Peco. In such desperate economic times I find it completely reprehensible that this huge company has decided to take such extreme advantage over it's consumers. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Evening,

We are sorry that the customer is dissatisfied with our response.  However, the customer signed up for a variable rate plan.  The account has been canceled.  We are not issuing a refund.

Regards,

4/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: PRICE GAUGING! OVER BILLING! I have been using DECREASING amounts of electricity over the last 3 months and yet my bill has INCREASED. Went from $200 in January, to $600 in February, to $800 in March! The average price for electricity is $0.08, and yet Respond Power has increased their prices to $0.32 during the winter! In order to get a more reasonable price, $0.09, they want customers to sign on to their fixed rate contract. Also, getting a hold of any customer service representative is close to impossible. I'll be put on hold for about 20-30 minutes and then be forced to leave a message to be called back, BUT AM NEVER CALLED BACK. WORST COMPANY EVER! THEY TAKE ADVANTAGE OF THEIR CUSTOMERS AND OVER CHARGE THEM TO GET THEM TO EXTEND THEIR CONTRACT BY ANOTHER YEAR.

Desired Settlement: I absolutely refuse to pay $800. I have been living in this house for the last 2 years and the more expensive bill I have ever received was around $200 in the middle of last winter. I signed on to Respond Power because they had a good price at the time and then they turned around and screwed over their customers. I have ALL of my bills from the last 2 years that show that once I switched to Respond Power, that our prices skyrocketed even though we have used LESS POWER. I want to have my bill adjusted or not have to pay this outrageous $800 bill.

Business Response: Good Morning,

According to the complaint, the
customer is unhappy with the recent rate being charged.  Customer has spoken with our customer service department since making the complaint.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February **press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
**********

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *********************************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I understand that I had agreed to a variable rate plan, and that this past winter was exceptionally cold, and that the incidence of rates increasing is not a localized event, however, when in the process of canceling my account, I was researching the prices of other suppliers to see what their rates are in order to compare.  From the list of suppliers for my region, the average rate they were advertising was between $0.08-0.13 per kWh.  Respond Power was advertised at $0.10.  I am confused as to why I was changed $0.32 per kWh when the advertised rate is far below that.  If there is such a discrepancy between supply and demand, I would assume that the advertised rate would reflect that along with the advertised rate amongst other suppliers.  I also find it ridiculous that before receiving my bill for $800, I checked my account to see the "bill-to-date" and at day 20 of a 31 day billing cycle, the charges were only $120.  I find it amazing how within 11 days we were able to accrue $680 worth of charges.  The company is correct in that I canceled my account, but I am stuck with them until April **.  I just checked me account to see where my bill is currently at, and at 21 days into my cycle, the bill is $139.  Regardless of the variable rate, the charges are outlandish and ridiculous.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Respond Power did not address my concerns in my last email.  They were completed avoided.  I would love to speak to customer service, however, in my experience, that has proven to be a fruitless endeavor.  I know that they will continue to avoid my complaint but I cannot accept their response at this time.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** *****




 

Business Response: Good Morning,

We are sorry the customer remains unhappy with our responses.

Regards,

4/30/2014 Billing/Collection Issues | Complaint Details Unavailable
4/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been trying to contact Respond Power for over a month regarding the rates we were charged on our electric bills for February and March. We were charged 3.5 times our normal rate and have paid in 2 months more than we normally do in an entire year. We believe this is an unfair business practice, that we have been taken advantage of and are asking for this company to fulfill the promises they posted on their website, to provide fair prices and customer service. We have called their toll free number and have never been able to speak to anyone. The phone system always forwarded us to a voicemail that said we would be contacted back in 24 hours. We never received any call backs. We have spent hours on hold and no one ever answered. We also wrote an email several weeks ago and did not get a response either. We do not know how to resolve this problem if we cannot ever get in contact with them.

Desired Settlement: We would like to be issued a refund for the ridiculously high rates we were charged. We have friends that had the same thing happen to them and their company took their average rate and issued a refund based on that kWh rate. We were at about $0.08-$0.10 kWh but were charged $0.28 kWh in February and then $0.20 kWh in March. We would like a response from the comany since we can't ever get in touch with them.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged and has been having difficulty reaching us.  We apologize that the the customer has had trouble reaching our customer service department but due to ongoing repercussions of the Polar Vortex, we are experiencing an extremely high call volume.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February **press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
***********


We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, ************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

    The response made by the company offered nothing. It was simply justification of the rates they charged. They use technical terms like "polar vortex" to try to make it acceptable to price gauge their customers. Respond Power has "The Respond Power Promise" listed on their website, **************************************. In dealing with Respond Power, they have broken every one of the things they promise to their customers. Choosing Respond Power has been the biggest mistake we ever made.

 

 


Sincerely,
*****************




 

Business Response: We are sorry the customer remains dissatisfied. 

Regards,

4/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Someone from Respond Power came to our door last year and spoke with my *****. He told her that he was from PECO (our public utility company), and that there was a problem with our bill, and asked to see it. He then explained to my wife that we were being charged too much and that he could fix it with a form (which she filled out). I got home and found the form was a sales agreement (nothing to do with PECO). I didn't switch from Respond Power because over and over, they claim to have prices much better than PECO. I just received our last bill. We were charged $.25 per kwh. That's two and a half times the current PECO rate. I have tried calling Respond Power repeatedly and cannot get through. I have emailed them through their online form and a week later, I still have not heard from them.

Desired Settlement: Fix the charges. There is no way $.25 per kwh is reasonable

Business Response: We will be contacting the customer and refunding to their last months kWh rate. Refund will be $43.03

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ***********, and have determined that my complaint has NOT been resolved because:

The Better Business Bureau has re-opened this complaint.  It was originally closed as Assumed Resolved.  (It is a continuation of the first complaint; not a new one.)

[This is my second complaint against Respond Power. My first was in January when I received an electric bill from them at double the rate of my previous months bill and at 250% the rate of our utility provider (PECO Energy). I tried emailing and calling but got through to no one. After the BBB intervened, I was sent a check for the difference but was not contacted at all by Respond as I had hoped. Since then, I have changed electric providers, however, since it takes time for this switch to go through, I am still being charged by Respond. My last bill was again extremely high, with no explanation. Upon receiving the bill, I called Respond. Their phone line does not appear to actually work (the representative of PECO who helped me switch to another provider told me she has received multiple complaints about this from other - now former - Respond customers). I then emailed Respond asking for an explanation of the charges. Naturally, I have received no response from them. My bill is now overdue, so I suspect they will want late fees. I would like them to contact me and reduce my last bill. This company claims to provide lower prices than PECO but actually charges more than twice as much.Your Answer Here]

 

 

 

 


Sincerely,

**********




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# /////////, and have determined that my complaint has NOT been resolved because:(

The response claims that Respond Power's rates are simply reflective of the market.  Yet a comparison of other third party suppliers (as well as the public utility) show that Respond Power's rate is nearly twice the average market rate.  Part of the "Respond Power Promise" is to "offer competitive rates."  How could these rates be considered competitive with other PA rates?


The response deflects a charge of misrepresentation (or is it fraud?) by essentially arguing that it doesn't matter whether a Respond Power representative lies about his identity and employer to potential customers because the only important thing is what the contract says.  This may be legally correct in many cases, but it certainly isn't ethical.  As I said, we are not the only ones who were sold on Respond Power by a representative claiming to be from PECO.  On line two of the contract, directly above the signature line, there is a box labeled "PECO Energy" checked off.  This seems reasonably confusing.


The response claims that the sale was confirmed through a third-party verification call.  Who called whom?  If the third party placed the call, what phone number did they use?  Was it the phone number listed on the sales agreement?   


Finally, the response claims that Respond Power will be evaluating the sales process of these independent sales representatives from their partner vendor in light of my complaint.  Independent sales representatives from a partner vendor?  Now that we've distanced Respond power from the individuals who have been accused of misrepresentation, twice in one sentence, I wonder what the evaluation process will be.  Will they be contacting people who have complained?  Will they be contacting "****** *," the representative that signed us up?  Does Respond Power take any responsibility for the actions of these representatives?  

If a company who deflects charges of verbal misrepresentation by merely citing the small print and distancing itself from it's representatives, then claims it will be conducting an evaluation, I should think there should be something to back up that claim.  At least it should be expected to if it is to be BBB accredited. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
*****************



 

Business Response: Good Morning,

We are sorry the customer remains dissatisfied.  However, our last response was responsive to the customer's complaint.

Regards,

4/30/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We received an electric bill with the commodity charge rate of .39990 per KWH which is not consistent with our normal bill. It appears that a variable rate was imposed rather than the fixed rate we had signed up for. This equates to 609.05 just for electric. which is way out of line. This bill is due APRIL ***and we can pay this outrageous rate. I have tried unsuccessfully to to contact the company on Thursday March **and Friday **via telephone. Their system responds by telling you that all lines are busy and to hold. Then after a while it goes dead. This has happened at least 50 times on each day. I tried email and no response. I called Sabrina Pepper ###-###-####* and left a a message, no response, sent an email, no response. Although She is not related to billing but I thought I would at least have someone to talk to that may provide a direct line. They are virtually unreachable by phone or email. I tried to locate a number for their corporate offices which is the same number on my bill. This bill needs to be adjusted to the fixed rate I signed up for at .08 per KWH. which equates to $121.84. THIS NEEDS TO BE RESOLVED PRIOR TO THE DUE DATE OF APRIL ***.

Desired Settlement: I want an adjustment to my bill to the fixed rate of .o8 cents per KWH of the original contract.

Business Response: Good Afternoon,

We are sorry the customer has been having a difficult time reaching our customer service department.  Due to ongoing repercussions from the Polar Vortex, we have experienced an unprecedented number of calls.  However, the customer was able to reach one of our customer service representatives today who is currently working to verify the customer's enrollment in our variable rate plan (meaning the customer's rate has been determined by the energy market).  The customer should continue to communicate with our customer service department.  Again, we are sorry for the delay.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:

It was agreed to  via a telephone conversation of 4/**/2014 at 1:15 pm with *** ***** (employee no. *********) that both parties would review the original contract of 2010 to determine the type of plan that I have. The company is to retrieve the original telephone conversation and I was to retrieve the paperwork confirming the plan and we would talk again and share the results. My contention is that I never signed up for a variable rate plan, particularly since I am retired and need to have fixed costs at this point in my life. 

After discussions with my **** and a physical search of our records it was determined that I do not have any documentation nor did we ever receive any from Response Power or from PECO relative to the terms and conditions of the plan. I am seeking a rate adjustment based upon the .08 PKW at the time of contract. It is not possible for us to pay at the rate of .3999 PKH. The $609.05 is totally out of line an inconstant with our usage. 

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# **********, and have determined that my complaint has NOT been resolved because:

Good Afternoon ********:

 

RE: Complaint ID: **********

 

Please be advised that Response Power LLC has not responded to any of my emails or telephone messages to ***** (employee no.******)over the past few days. It was agreed that the company would provide supporting documentation in the form of a telephone recording to indicate that I had signed up for a flexible rate plan and I would research my files to find the original contract stated it was a fixed rate. No contract was found in my records and my **** claims we never got any written notification of a flexible rate plan.

 

Since the company has not produced evidence to support their claim, I am requesting a rebate of $487.75.  The normal rate during that billing cycle was .08/KWH verses .3999/KWH  The difference is the amount stated based upon the usage rate of 1523/KWH. I have terminated my contract with Response Power LLC and request a refund in the form of a check from the company in a timely manner.

 

Customer service is not one of their  fortes . Further,  I would not recommend this company to anyone.

 

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

 


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
*******************




 

Business Response: Good Afternoon,

We are sorry the customer is dissatisfied with our previous.  However, we reiterate, the evidence of a variable rate plan is three years of bills where the rate fluctuated nearly every month.  We will not be issuing a refund in this situation.

Regards,

4/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A young door to door sales representative visited my home a little over a year ago to talk me into switching my electric service to their service saying ****** would still be handling my billing and service but they (Respond Power LLC) would be providing me with the electric product in order for me to recieve a discounted price. I specifically told the representative I did not want to be scammed in any way and end up paying higher monthly bills or ANY higher bills in the future. He told me if I signed up I would be getting nothing but discounts on my bills and I could cancel anytime. My bills seemed normal, didn't really notice any discounts though. On March **, 2014 my statement balance was $0, I had paid my bill in full about a week prior. My next bill which is dated March **, 2014 has a balance of $811.50 which is much higher than the $200-$300 I'm used to paying. I called ******, they told me to call Respond Power. I did and they told me they can't do anything and I must pay the set amount. I told them their representative flat out lied to me and they basically told me too bad, you signed up, pay us. I cancelled service with Respond Power immediately, especially after I was told I'm pretty much paying two electric companies for one service. Also ****** and Respond Power both have two different stories of what they are responsible for. I tried explaining my bill is rediculous and I should not have to pay more than double my usual rate. I said I understand the bills won't always be the same and prices kilowatt per hour fluctuate but almost three times my regular bill is out of control.

Desired Settlement: Respond Power should contact ****** and have ****** erase all charges owed to Respond Power from me. I say ALL charges owed to Respond Power by me simply because nobody is trying to help me and I'm here wasting my time doing all the legwork just so I can be billed fairly. I'm making calls, waiting on hold, and now filling out forms online because Respond Power's representative lied to my face.

Business Response: Good Morning,

We are sorry the customer has been unhappy with our service.  As the customer notes, he enrolled in a variable rate plan, meaning that rates would fluctuate with the energy market.  While we can't get into the specifics of the customer's bill in this public forum, please note that we are only responsible for the commodity charge that appears on your bill.  We are sorry to lose you as a customer.  Please speak to your utility directly for budget billing options.

Regards,

4/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received my electric bill and for the past few months it seemed to be higher than usual. I am very busy and going through a divorce and by my mistake I did not check the breakdown of my bill. I finally did last month and found that Respond Power, LLC was showing up on my bill and charging me 0.249897 compared to my usual .003 causing my bill to skyrocket. I never received any information that this company had taken over my electric services and bill. They claim that they had sent me letters concerning this matter yet I never received anything from the company. When I called my electric company, West Penn Power they informed me that they had recieved notice that I signed on with Respond Power, LLC nearly 4 months prior!! I never signed up for their company and they claim that they have a signed contract and telephone verification from a salesman that came to my door. Me and my husband are the only two adults that live in my household and neither have signed a contract or even ever heard of this company who is based out of NY and we live in PA. When I called Respond Power, LLC they were extremely rude. I explained to them that I did not sign up for this service, I did not give phone confirmation and i surely did not ask to be charged this ridiculous amount of money! I now have a $993.52 electric bill!! I asked for a refund in the difference from what my provider West Penn Power charges me and I was told that they "could not make me happy" and "could not give a refund" I have never dealt with a company who was so arrogant in that they provide such horrible customer service. I am upset because of the high bill but I am even more upset that I have to deal with this when I NEVER signed up for it!

Desired Settlement: I would like the difference of the KWH usage refunded that I was being overcharged by Respond Power, LLC.

Business Response: Good Morning,

We are sorry the customer has had a bad experience.  The customer enrolled in a variable rate plan with our company, meaning the rate would be determined by the energy market.  I have attached the customer's signed application as verification of her enrollment.  The customer's account has now been cancelled.  We will not be issuing a refund in this situation.

Regards,

4/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since signing with Respond Power for our electrical service in January of 2012, our average total energy bill (gas and electric) has been about $120.00. Note: our gas is being provided Major Energy, also of Orangeburg, NY. Our February 2014 bill jumped to $465.07. When contacted, we we told to only pay the gas charges - $197.48. We also received a letter stating the same information and included it with our bill. This month's bill is now $556.37. The provider rates have skyrocketed to absurd proportions. Wait times are in excess of 30 minutes on the phone and they still have correct their error. I am currently trying to drop service from Major Energy and find another provider

Desired Settlement: I wish to cancel my service and have these absurd charges removed from my bill. It is impossible to go from paying $120.00 a month to over $500.

Business Response: Good Afternoon,

According to the complaint, the
customer states that he is unhappy with the current rate being charged.  Customer has been with our company for over 2 years with no complaints.

The customer agreed to a variable
rate contract, meaning her rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
*********************************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier, customers
have seen electricity and natural gas prices spike in many parts of the
Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.

Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.

Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.

Customers interested in price stability can also investigate
fixed price options that many suppliers offer.

Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.

Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit ****************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ************, and have determined that my complaint has NOT been resolved because:

It is true I have been a customer for a period of about 2 years. During that time, which has included very hot as well as cold spells, our total energy bill (electric and gas) averaged a little over $100, reaching a peak of about $180. That is understandable fluctuation in the energy rate. To recieve a bill for over $500 (>4 times our normal bill) is simply unacceptable. Other suppliers are able to offer much better rates. I would love some highschool student with a clip board from Respond Power to show up on my door-step again, promising better rates as they did 2 years ago. Plain and simple - it is FALSE advertising and Respond Power needs to examine their business practices. They are using the open energy market to steal from customers.

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# **********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
*******************




 

Business Response: There was no response from the customer.

4/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Our electric bill for a two bedroom apartment downtown was $735.02. They raised the price per kilowatt hour from less than 6 cents when we signed on to over 24 cents. The respond power employees came to my door telling me I could apply for their electric because we were low income and therefore would be given a lower rate. I did not realize what a variable rate was and the rate increased immensely.

Desired Settlement: We would like a refund or at least some money back for our bills.

Business Response: Good Morning,

We are sorry the customer has experienced high rates.  The customer enrolled in a variable rate plan, meaning that the rates would be determined by the energy market.  During this severe winter, as the demands on an already limited energy market drastically increased, rates increased in kind.  Please see the article below for more information on why rates have skyrocketed during this winter.  The customer's account has now been cancelled.  Please be aware that it can take one to two billing cycles for the utility to process the switch.  Again, we are sorry and we are sorry to lose you as a customer.

Regards,

4/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Average monthly electric bill was an average of $100/month. Since the beginning of this year we have been getting eletric bills that range from $200 to this past month which was $400. When I called back in Feb. their support representative stated the increase was due to variable rates, which started in 2014. I never signed anything that allowed for variable rates and I was not notified that the contract has changed to variable rates. If I was notified I would have canceled that moment. It's unacceptable that a variable rate would increase my bill 4x's my normal amount. I could see maybe a small increase but nothing to this extreme. From January to March we used less kWh each month but yet our bill would increase significantly. Since the first contact with Respond Power I have canceled but a transaction period back to PPL takes a few weeks. I called again today 3/**/14, was on wait for 25 minutes and gave up. I contacted their support chat, first representative said they wanted my phone number to talk to me directly. I supplied my number and without any other notification the representative terminated the chat and never called. I attempted to chat again and talked to another representative. I asked what can be done to fix this bill and the representive stated that nothing can be done due to the rate change. I stated that I will not pay this and will be contacting BBB and PUC. The representative stated that is my right and disconnected the chat. Due to no indication that a variable rate was being applied to my account, I see no reason that I should pay these outrageous bills.

Desired Settlement: Adjusted in my past and current bills of 2014.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.  The customer has been with our company for over a year on this plan.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February *** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
**********************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier, customers
have seen electricity and natural gas prices spike in many parts of the
Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.

Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.

Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.

Customers interested in price stability can also investigate
fixed price options that many suppliers offer.

Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.

Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit **********************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[This is unacceptable.  I did not sign up for a variable rate contract. ******** never stated anything about variable rate contract at sign up, nor was I informed that my account would switch to variable rate in January.  If this was the case I never would have signed up with the company or would have canceled once variable rate kicked.  Wouldn't make sense for anyone to sign-up for variable rate.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 Im sure that was not me that selected variable.  That was your agent that wrote it down. That's not my hand writing and I would not misspell English.  So this is not my fault for selecting variable being selected. Funny how your agent talked about fixed rate and selects variable.  Something shady went on there.  

 

How is it that all of a sudden after one year, my rates skyrocket. But within that one year my rate stayed the same, if you're saying I was variable all along how were my bills in a consistent range for approximately a year.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

Business Response: Good Morning,

If you examine your previous bills, you will notice that your rate was in fact fluctuating every month.  Because of the severe winter and a generally limited energy market, rates rose much more steeply these past several months.  If you have further questions please feel free to contact our customer service department.

Regards,

4/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A ***** person from Respond Power came to my door in November of 2012 and promised energy savings (below PECO rates) if I signed up for a variable rate with Respond Power. The ***** ************** claimed that while the rate is variable, it would always be lower than PECO. In March of 2014, my rate skyrocketed and I was hit with a $300 bill. I called PECO and they said that Respond Power was charging a rate much higher than PECO's. I called Respond Power and was on hold for 45 minutes on March **, 2014 before I had to hang up. I called back at 11:30 AM on March **and was on hold for 40 minutes before reaching an agent. The agent was rude and condescending and hung up on me before I had all of my questions answered. I was calm and pleasant on the call and there was no reason for the agent to be to short or to hang up. Therefore, my complaint is twofold: (1) Respond Power ***** ************** misrepresented the service and (2) Respond Power did not provide adequate customer service. They were not accessible in a reasonable amount of time, and once I did reach a ************** her service was unacceptably substandard not to mention rude.,

Desired Settlement: A phone call from a manager so that I can address my customer service concerns and a billing adjustment to match the PECO rates.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February *** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
*************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *******************
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *************, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer was dissatisfied with our previous response.  The ***** ************** the customer interacted with works for an independent partner vendor.  They are instructed never to guarantee lower rates.  In light of the customer's comments, we will be reviewing ***** policies with the vendor to ensure that no deviation from that instruction has occurred.  We also apologize for the long wait to speak with one of our customer service **************s.  We have been experiencing a drastic increase in call volume over the past several months.  We have recently taken steps to better serve our customers through our customer service department.  Our records indicate that one of our customer service **************s contacted the customer on 3/**/13 but the customer declined further service.  Again, we apologize if the customer has had a bad experience.

Regards,

4/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Like so many others, a few months ago a representative from Respond Power came to my apartment building. They claimed that everyone in my downtown area was complaining about electric prices being too high, and that they were sent to offer a cheaper option. They told me my electric bill would IMMEDIATELY see 10% drops in cost once they were established as our service provider, so we accepted the switch in providers. This month's billing cycle came around and Respond Power showed up on our electric bill, only to show an outrageous bill of $120. Before Respond Power, we had never exceeded about $70 for one month's billing cycle, and the most recent bills had only been around $30-40. Yes, they offered a variable charge, but they also said these prices would be competitive with other suppliers. This was NOT the case by any means, and I feel like what they do is such a scam and is completely unacceptable. They did not live up to what the representative informed me would happen. I tried calling them multiple times today and was unsuccessful with getting through, and when I finally was able to speak to someone they were of no help in resolving the matter and told me to find help elsewhere. Respond Power has been nothing but unprofessional with their services, blatantly lying that I would see decreases in my electric bill when they knew this wouldn't be the case. They failed to honor the expectations that were told to me from the beginning, and this has been such an unpleasant experience with them.

Desired Settlement: I have already discontinued our service with Respond Power and gone back with West Penn Power, our original supplier. However, I am told the next month's billing cycle will ALSO be from Respond Power until West Penn Power officially is back with us, so I am sure they are going to make another outrageous claim for that electric bill. All I want is that the current bill and the next (final) bill to be adjusted and priced at what West Penn Power is charging, currently 4.96 cents per KWH, as valued on my current electric bill statement. This would end all interaction with Respond Power and they would no longer be seen on my electric bill.

Business Response: Good Afternoon,

Please provide the customer number for this account as well as the account holder name so that we can properly respond to this complaint.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

The account holder's name is ******* ****** and the account number is ************

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***********************




 

Business Response: Good Morning,

We are sorry the customer has been unhappy with his experience.  As the customer notes, he enrolled in a variable rate plan, meaning the rate would be effected by the energy market.  We never guarantee savings, although our customers have historically enjoyed them.  

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February **press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
**************************************************************************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit*******************************

4/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond Power offered a variable rate electricity plan that the salesman guaranteed would be lower than or comparable to my local utility (PPL). My first bill with them my per kwh charge jumped from 6.9 cents per kwh to 34.9 cents per kwh. Certainly this is not comparable or even close to PPL. I find the company's actions bordering on criminal. I spoke with a PPL representative who stated their per kwh charge for the month (March 2014) actually went down slightly. I called the PUC and was told there was nothing anyone could do about this predatory practice and that they could charge us whatever they wanted.

Desired Settlement: I doubt that BBB could assist us in getting a billing adjustment. I would just hope that you could publicize my experience on your website/company review to help others avoid this company

Consumer Response:  I WOULD LIKE A PARTIAL REFUND - PERHAPS 50%.-  IF I CANNOT GET A PARTIAL REFUND I WOULD LIKE THE BBB TO NOTIFY THE PUBLIC ABOUT THIS COMPANY

Business Response: Good Morning,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
*************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *************************

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The price that Respond Power charged was not a result of higher energy prices.  I spoke with a representative of my local utility (PPL) who stated that their energy charges for the month were actually slightly lower than the previous month.  This is simply a case of Respond Energy "gouging" customers with absurd charges (cost per kwh increased from 6.9 cents to 34.9 cents).

I know there is nothing I can do to force the company to provide a partial refund, I would just like Respond Power's predatory pricing practices to be publicized so that others know what this company does and, with full knowledge, can avoid doing business with them.

I thank you for your assistance with this matter.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer remains dissatisfied.  Briefly, let me try to explain why PPL can offer lower rates right now.  While suppliers like Major Energy/Respond Power base their rate on a daily rolling average and
hedging, most utilities purchase energy in massive block and adjust quarterly
or semi-annually. Because of that, sometimes suppliers find themselves with
higher rates than utilities. Eventually trends reverse and utilities are forced
to adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.  We are sorry to lose you as a customer.

Regards,

4/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: March electric bill $ 456.35 Kwh used 3670 @ 0.08250April Electric bill $ 753.62 kwh used 3113 @ 0.19990Between March and April rate was increased 143%I live in an apartment.

Desired Settlement: I am willing to pay 50% higher rate which will be $ 385.23 per my kwh consumption.There must be a cap how much they can increase at a time and per year.

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
**************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *****************************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[It is unheard-of a rate hike of 143% within one month.  Give me a price break so that I can pay off the bill.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[I am unable to pay.  ]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

Mohammed Rashid




 

Business Response: Good Morning,

For help paying your bill, please contact PECO directly for budget billing information.

Regards,

4/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond power had come to my house telling me that my electricity bill could be lower if I switch to them as my supplier. After a few months they have jacked the price to quadruple the amount that PPL my distributor rate is. As well all other suppliers that are available in my area. I am understanding of commodity pricing changes and fluctuations but these charges are absurd. My rate for this months bill was 39.999 cents a kWh. The average rate right now is 8.057 cents per kWh.

Desired Settlement: I would like my rate to be adjusted and refunded.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February **press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
*******

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier, customers
have seen electricity and natural gas prices spike in many parts of the
Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.

Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.

Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.

Customers interested in price stability can also investigate
fixed price options that many suppliers offer.

Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.

Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 Not only had I researched all other energy providers rates for the months that the "price spike" happened that I found none of the other energy suppliers rates went up at all. This is a price gouge to all of their customers. I called and left messages to end the service with response energy and emailed them as well. Nobody at any time called me or emailed me back to end the service back in December. They ignored my calls to change energy providers. This entrapped me to their rates for another 2 months until I could get another provider and get out of this price gouging mess. The company is currently under a class action lawsuit from customers that were taken advantage of by response energy. Not being able to transfer providers unless you get in contact with the company ties the hands of the customer that they cannot change their provider. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***********




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answe

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Yes it is correct that I had to go with another supplier to get out from the price gouging that I was being held at for two months straight due to the fact that response energy would not return any phone calls or emails regarding this matter. This to me is poor business practice. What kind of company can not return a simple phone call or email. As well the average rates throughout the time I was overcharged was 4 times lower than response charges. This response to me does not change the fact that I was overcharged for a utility. The fact is that it was irresponsible on response energy to not forward any media that prices were going to be high or so they say for electric generation. 
Sincerely,

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




 

Business Response: We are sorry the customer remains dissatisfied with our responses.

Regards,

4/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: over price electric bill. Promise me. I would at least save a penny .

Desired Settlement: Cut the price in halve then cut ties immediately. PECOS price is a quarter of their price

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.  Since making the complaint the customer has communicated with our customer service department and cancelled their service.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
********************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *******************

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] These people come into your house saying they can beat your local provider's rate, which  is also a variable rate. That even if you save a penny it would be worth it. They use the BBB as a selling point. Our bill is twice the amount of our what our  local provider is charging. It is on a recorded line that you can cancel at any time. There is no mention or written fine print that states 1-2 billing periods. This is what I call a scam. With 1-2 more billing cycles at double or triple the rate of our local provider. What can I do? I want to make sure the word gets out that this company is a scam.


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**************




 

Business Response: Good Evening,

We are sorry the customer is dissatisfied with our response.  Please note that we send requests to cancel to the utility company within 24 hours of receiving them.  It is then up to the utility to make the switch.  We have no control over the 1 - 2 billing cycle time frame.  Again, we are sorry.

Regards,

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

Additional Notes

Complaint: Price Gouging: When looking at my bill I saw $178.00 on my budget billing plan for March ***2014. After that month, it went up to $550.00. The $550.00 is due April **2014. That is a HUGE difference of almost $400.00($372.00) Reviewing further 2 months ago in the month of December 2014 it was 0.1633 per KWH then in March it was .3885 KWH(this is around the time when we ended business with them). This was a VARIABLE rate but it STILL is price Gouging and VERY deceiving as I was on budget billing. I did not know until the damage was already done. This is very very deceitful and immorally wrong. I understand inflation and colder months causes power companies to compensate but this is clearly an unethical practice by this evil company. This isn't just inflation this is downright TAKING ADVANTAGE of poor unsuspecting people and letting the weather plot a plan for evil deception. This clearly draws the line. Clearly NOT just about making a profit but STEALING from poor unsuspecting people. If prices at the pump went up double or almost triple in that short amount of time it WOULD be price gouging. Why is this any different? If you look at the other companies from around the area you can see that these prices ARE NOT common standard prices. They DO NOT even come close to other Power Supply prices. I originally thought that this was PPL's fault but after further inspection, I realized that it was not.This is unfordable. We will loose EVERYTHING. We have 2 kids. We need help. BBB please help us. Signed, HK

Desired Settlement: I would like charges where it CLEARLY has price gouging to be to be completely reversed. I can see this in the months of February and March.

Business Response: Good Afternoon,

We are sorry the customer is unhappy with her experience.  As the customer notes, variable rates rose steeply this winter due to severe and prolonged weather.  The customer should also be aware that certain utilities drop customers from budget billing plans when they sign up with an alternate supplier (like our company).  Please contact your utility directly for budget billing questions and help paying your bill.  The account has been cancelled.

Regards,


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

Additional Notes

Complaint: WE HAVE BEEN WITH THIS COMPANY FOR OVER A YEAR, AND THEIR CHARGES HAVE SUDDENLY TRIPLED!

Desired Settlement: REFUND AND FULL RELEASE FROM THEIR SERVICES

Business Response: Good Morning,

We apologize that the customer has experienced rate increases recently.  The customer was enrolled in a variable plan, meaning her rates would be determined by the energy market.  Please see the article below for more information on why rates have risen.  We have now cancelled your account.  Please note that while we forward cancellation requests to your utility within 24 hours, it typically takes the utility one to two billing cycles to process those requests.  We are sorry to lose you as a customer.

Regards,



Why Have Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites,****************

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

Additional Notes

Complaint: this company keeps raising rates for electricity rates have more than doubled in5 months. a new company that I will go with, rates are less than half of respond powers rate. when I called them I was told it would be 30 minutes or more, they have not responded to my e-mail either

Desired Settlement: I would like a refund of at least half of my bills for the past 3 months

Business Response: Good Afternoon,

According to the complaint, the
customer states that he is unhappy with the current rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February*** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
***************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier, customers
have seen electricity and natural gas prices spike in many parts of the
Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.

Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.

Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.

Customers interested in price stability can also investigate
fixed price options that many suppliers offer.

Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.

Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *************
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# **********, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]the new company I am going with has given me a fixed rate of .08/kwh  why cant respond power do that?  they are arippoff, and will not give me a refund or credit

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ************, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]the company has not even tried to negotiate a settlement with me, therefore I will never do bussines with them, and if  I can turn anyone away from them I will

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good evening,

We are sorry the customer is unhappy with our response.

Regards,

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

Additional Notes

Complaint: A Respond Power representative knocked on my door telling me I needed to switch my power supplier and that it would save me so much money. I would not have to do anything different and my bill would still come from **** **** power. The only thing different was that I would save a lot of money. I was told I could change back at anytime with no fees or hassles. My bill has more than tripled. I have gone from paying 4 cents per KWH to paying 14.9 cents per KWH in one months time! I Contacted **** **** (like the rep said to do if I wanted to change back) and I still received another high bill from Respond Power. When I try to contact Respond Power I can Never get anyone on the phone, I am always on hold and they will call me. They never call back. I am a college student and cannot pay this bill. It is $382.84 for this month. I have the heat turned back til I freeze and sit in the dark to try to cut the bill. They should not be allowed to cheat people and lie to them like this. This is not right or fair at all. Respond power went up and down the streets going door to door at all the college housing knowing it would be easier to trick these kids. I am sick over this. I can't pay this.

Desired Settlement: I want nothing at all with Respond Power. I want my last 2 bills adjusted with the **** **** Power rate. I Should not have to pay for misleading and false sales promises of Respond Power.

Business Response: We would like to apologize to the customer for the difficulty they had reaching our call center. We have experienced an extremely high call volume and that had adversely affected our ability to respond to customers needs in a timely manner. We will be sending ****** a 1 time refund of $50 to help them with the recent rate hike and higher than expected bill. The sales agreement was for a variable rate based on market conditions, and market conditions in the US skyrocketed in January. The rate on the bill is merely a reflection of a shrinking supply and increased demand on the electric commodities market. The account is canceled and is no longer being serviced by Respond Power.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

   The issue was not resolved to my satisfaction.  I called and left messages day after day and no one ever got back to me, that shows me they did not want to hear from me after they got my money.  This company should not be in business if this is how it treats its customers. the $50.00 they are willing to give me does not help me enough at all.  My bill was hundreds over what it should have been. I feel they are only giving me this little piddly amount and hope I go away. Shame on them.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 Once again I was not informed of the variable rate and I feel I was conveniently made to misunderstand what I was getting onto. All I was told was what a great deal this was and how much it would save me. Ha Ha joke is on me.  I guess a bill that is hundreds more than I ever pay is a great deal? Shame on you.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon,

We are sorry that the customer continues to be dissatisfied with our response.  I have attached the sales agreement to verify for the customer that they had enrolled in a variable rate plan.  Again, we are sorry for your experience.

Regards,

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Switched to respond energy a few months ago when the rates were lower than the local power company, they increased sightly through winter, which is acceptable, last bill received the kilowatt hour is triple the price to compare, which happened from January to February billing period, and was charge .1499 KWH, as of 3/**/14 the rate when to .1999 a KWH, when the price to compare is approximately .0493 KWH... this is price gouging and UNACCEPTABLE any is beyond reasonable in terms of prices. I attempted to contact respond power by telephone twice, once disconnected and the other after an hour on hold I had to hang up because I was working and they only have 9-5 hours...they claim email is faster, also no current email response after 2 days. This company is currently unreachable and conducting unethical pricing schemes.

Desired Settlement: I require a REASONABLE negotiation on my February power bill, and a REASONABLE rate be charged for the service they are provide while they are unreachable. I want my contract canceled with them IMMEDIATELY , they have voided their contract in my opinion by not being able to be reached and explain current charges and discuss my contract, which I was told by the representative when I signed up has no penalties or fees and can be canceled at anytime, however how can I cancel at anytime if they are unreachable. as of 3/**/14 I accept no charges from this company, I wish to return to my previous local supplier West Penn Power as of the day of this complain.

Business Response: Good Afternoon,

According to the complaint, the
customer states that he is unhappy with the current rate being charged.

The customer agreed to a variable
rate contract, meaning his rate would be determined by the energy market. 

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February 14 press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well. http://www.lohud.com/article/20140225/NEWS02/302250088/Natural-gas-electric-bills-leave-customers-sticker-shock?nclick_check=1 

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.

Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.

Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.

Customers interested in price stability can also investigate
fixed price options that many suppliers offer.

Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.

Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *********************************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# **********, and have determined that my complaint has NOT been resolved because:

 

In my complaint, I requested a negotaion on my Febuary well as the time unreached (March) power bills. There has been no response from "Respond Power" to my personal Emails to the company. My Spam mailbox has been checked every day for a reply.
Further more, I have called First Energy and "Respond Power" will not  be removed from my bill until after my March bill concludes on April ***.

Furthermore, I require a negoiation below the current rate to a more reasonable rate on my Current and future bill. Currently in my area via the papowerswitch.com website "Respond Power" is the most expensive at .1999 my Defult service is .0493 Attached is the printable content from said website.

In conclusion, for this to be resolved I will requrie negoation to a lower amount. In the .05 to .07 range.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[The statement is false that "Respond Power" listing is "Fixed" when it is actually "Variable" on the Papowerswitch.com webisite as stated in every doccument I have attached. I have attached another screen shot of the listing as of today.

Finally, To get this matter resolved as stated in my complaint I require a negotiated rate (.05 to .07 KwH) of my Febuary and March bills (what my orginal provider would have charged even with increased expenses) and a credit mailed to me. as I have paid my Febuary bill already. and my March bill just concluded on April ***. ]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Evening,

We are sorry the customer is dissatisfied.  The customer validly enrolled in a variable rate program and we will not be issuing a refund in this situation.

Regards,

4/22/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have tried more then 5 times to contact Respond Power in the last week to inquire about current charges to my **** bill. Their sales associate assured me that I would be paying less then **** if we used Respond Power. This is obviously not the case. There has been no response (ironic), furthermore, after being placed on hold for over 30 minutes every time the automated phone server sends me to a voice mail box which has not led to anyone returning me phone call or messages. My current bill states that I am to be charged twice the amount in Commodity than what was agreed upon. At this point, I would like to discontinue using Respond Energy but have no way of doing so. I would also like to express concerns that my next bill will be as high and I would rather not pay the over charges. My account number is ***********. Under the *** **** ****

Desired Settlement: Desired outcome would be for Respond Energy to refund any charges over what ****'s prices have been over the last 3 months and a termination of any contract. Their sales associate assured me that I would be paying less then **** if we used Respond Power. This is obviously not the case.

Business Response: Good Afternoon,

According to the complaint, the customer is unhappy with the recent rate being charged.

The customer agreed to 12 month fixed rate contract.  After that 12 months, the customer's account switched to a variable rate plan, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
******************************************************************************************************************************

Finally, the account has been canceled and it is now up to the utility to process the cancellation.  

We are truly sorry for your experience.  If you have further concerns please contact customer service.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *********************************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I do not except Respond Powers response. The message does not explain how they cannot field any of 5-6 phone calls made during their regular business hours. Only after filing a complaint to the BBB did anyone from Respond Power try to reach out to me. Furthermore, Respond Power claims to have sent a letter to my place of business before the rates skyrocketed to over 3x's the agreed upon rate. As they're attempt to resolve my situation is to send a blanket email siting "Global Vortex" as the reason for their price gouging, I decline this feeble attempt.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Morning,

We are sorry the customer was unhappy with our previous response.  We are also sorry the customer had so much trouble contacting our customer service department.  Due to ongoing repercussions from the winter, our call volume rose drastically.  We have recently made modifications to our system in order to better serve our customers.

Regards,

4/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A woman came to my apartment complex claiming to be a part of a utility program that would help lower my electric bill, she said that people in my area were getting charged extra on their electric bill. She switched over my bill to Respond Power with a variable rate, this in turn brought up the charges on my electric bill that is normally never that high to $131.70, I was very upset and also warned by my apartment complex to cancel the service which I did immediately. I am filing this claim to receive my money back because I was lied to and I cannot afford to pay extra charges on my bill.

Desired Settlement: $131.70

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February *****press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
****************

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit http:**************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *********, and have determined that my complaint has NOT been resolved because: I'm still getting charges on my next electric bill

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***********




 

Business Response: Good Morning,

We forward cancellation requests to your utility within 24 hours.  It then usually takes the utility 1 - 2 billing cycles to switch your service.  We have no control over this time frame.

Regards,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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


 

4/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My boyfriend and I signed up for the alternative energy source Respond Power under the pretense that their rates were cheaper than that of Peco. The past two bills we have received have proved otherwise. We were charged double and then triple the rates Peco charges. We have spent the past week and a half trying to get in contact with someone. We have tried to leave voicemails only to find that the mailbox is full, we have sent four emails questioning our bill, and I waited on the phone for fifty minutes to talk to a representative only to be told I could not be spoken to since I was not the primary account holder and was then hung up on. My boyfriend finally spoke to a customer representative named **** ******** who informed him we agreed to a variable energy rate. When asked to prove such an agreement, **** stated that he would email us with the proof that same night. Not surprisingly, no email was ever received and that was days ago.

Desired Settlement: I would like my bills to be adjusted using the flat and competitive rate we agreed to initially. It is unfair to lure customers into a fair/cheaper rate and then charge them three times the rate of competitors. Furthermore, I would like my service to be canceled immediately so I can return to Peco, where I find their energy rates much more reliable and fair.

Business Response: Good Afternoon,

We are sorry the customer has been dissatisfied with her experience.  The customer was able to talk to a customer service representative today and was offered some options for lowering their rate going forward.  I included some information to better explain why energy rates have been so high this winter.

Regards,

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit ***************************

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

Additional Notes

Complaint: Upon receiving my most recent electric bill (which was in excess of $600 due to a charge of $.03499 per kwh) I have made several phone calls in attempt to have my bill adjusted. Each phone call resulted in a 30 minute plus wait time, without ever being able to speak with a person. I would like to get in touch with their customer service department in order to resolve my billing issue.

Desired Settlement: An adjustment to be made to my bill that reflects a more reasonable and fair service charge ($.10 per kwh or less)

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ***press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
***********

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit **************

 

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

Additional Notes

Complaint: Respond power has a variable electric rate that is outrageously higher than everyone else. Other companies are charging 10-15 center per kWh while Respond is at 30-40 cents. I called and was able to speak to someone last month to cancel my service but I received yet another bill from them. This time, I've tried calling 3 separate times and was on hold for 20 minutes each, only to have the call cut off. I've filled out the online form and the site guaranteed I would be contacted within one business day but that did not happen. I emailed customer service directly and have not heard from them either. I made another attempt to contact them today and got an automated message saying I reached the office after hours. The website clearly states the hours are until 5pm EST and I called at 4pm EST. The recording said I could leave a message but when I got to that option, another automated recording told me that the mailbox was full, I could not leave a message, and the call was disconnected. It appears as though Respond is ignoring all my attempts to contact them and they are blocking customers from support.

Desired Settlement: I would like Respond to refund my last 4 electric bills which is when I first noticed the rates beginning to rise uncontrollably. This amounts to $1428 over the last 4 months.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ***press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
***********

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit **************

 

4/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Received our electric bill from PECO for the month of March 2014 and found that the electric usage rate had increased by 75% from the past month of February 2014. This increased occurred with no explanation. Upon attempting to contact Respond Energy, we could not get any customer service personnel, only a voice mail that did not allow messages to be left. Will try one more time before selecting another provider. We have had this contract with Respond since October of 2011, and did not experience any increases. We have a fixed rate contract with no cancellation fee.

Desired Settlement: Electric reduced to the rate we had in February 2014 or I will cancel this provider.

Business Response: Good Afternoon,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.  If the customer consults her previous bills, she will note that the rate has changed nearly every month since we first appeared on her bill in December of 2011.  I have also attached her initial application indicating a variable rate.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February **press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
**********

Finally, if the customer is interested in cancelling her account, please contact our customer service department.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit *********************************************

 

4/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is just charging UNREASONABLE and UNREALISTIC rates. I can't believe they really expect customers to be able to pay such prices. It's really unfair to the average working person in my area to one day receive a bill that is over double a normal bill. They are charging 5X's the going rate. It's unfair. With the winter that we had, there should have been a warning. They could have even called their customers to try to get them to sign up for a fixed rate. I dont mind paying for the kwh that I have used. I expect to pay that every month. But to say, you now have a bill DOUBLE your last month's bill that is FIVE TIMES the going rate, to me just sounds very unfair.

Desired Settlement: I would like my bill to be adjusted to a comparable rate. Not a rate 5X's the going average.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ***press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
***********

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit **************

 

4/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: from October 2013-march 2014 our rate has gone from .0599 to .2499. our power bill has gone from $140 in October 2013 to $1,295.61 in march 2014. there are only 2 of us living here, and there is no way we used that much power. I cannot get a response from respond power.

Desired Settlement: our last bill was an estimated bill and cannot be correct. I would like this looked into.

Consumer Response: we would like an adjustment to our march bill.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ***press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
***********

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit **************

 

4/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In late 2012 my door was knocked on by a representative of Respond Power. He informed me that if i used Respond Power i would pay a lower price then i would with Peco Energy. Being a canvasser myself at the time i was skeptical, but after the rep promised me that my rate would be fixed and would NEVER go up i gave him my account number and signed up with Respond Power. However, to my surprise at the beginning of 2014 my bill increased to almost 4 times the rate it previously was from around .09- .35. Upon calling Respond and waiting over 45 minutes i spoke with a rep who told me that i had received a letter saying that if i did not call Respond Power my rate would change from the Fixed Rate i was promised to a variable rate that as stated before is close to 4 times higher. I got through to the **********, ****** who told me that because i didn't receive this supposed letter and then contact them i was stuck with the variable rate bill and there was nothing she could do about it. I offered to sign another fixed rate contract with Respond Power if they would refund me the difference between the fixed rate i was promised and the variable rate they claimed to have notified me about and charged me in excess of $800 for. She said there was no way i would do this and i am accountable for the full charges. As of now i cancelled with Respond Power but am stuck with a $1500 bill

Desired Settlement: I would be willing to sign a contract to continue with Respond Power if they refunded me the difference between the fixed rate there Door-to-Door rep promised and guaranteed me would not go up and the variable rate that i was actually charged. However, I would really like to get this same refund but discontinue my relationship with this company as they are deceptive and i feel uncomfortable with their businesses practices as i entered into a contract with this company based upon false information

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ***press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
***********

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit **************

 

4/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received an electric bill from PECO with a commodity charge from the above company. I was not aware that they were my now my electric supplier and my wife does not rember signing up with them. They claim we are on a varible rate and thats the way it works, but thru some research I found we have been with them for three years. I checked with the PA utility commision and with Philadelphia Electric Co. and they inform me that I was to receive( Under state law, electric suppliers must provide clear and conspicuous statements to customers about the rates they will be paying, including circumstances under which the rate may change). I also belive my wife was msinformed about the changes to the electric suppliers and was misleed to belive that PECO was no longer performing this.

Desired Settlement: I have already taken steps to aquire a new supplier.

Consumer Response: I would like a refund from my Feburary bill and an adjustment from my recent bill to reflect current cost  of electricity that is more in line with there competion.

Business Response: Good Evening,

According to the complaint, the
customer is unhappy with the recent rate being charged.

The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.

As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ***press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
***********

Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.

We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.

Regards

 

In addition please see this informative article.

Why Have
Energy Bills Increased – Explaining Price Volatility

It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.

Why did
prices rise?

Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.

There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.

This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.

Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.

It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.

As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.

In the
meantime, there are some things that can be done to help manage energy bills.


Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.



Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.



Customers interested in price stability can also investigate
fixed price options that many suppliers offer.



Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.


Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit **************

 

4/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company came to my door telling me I am paying too much for electric. They asked for my bill , wrote down my account number and now I have them on my electric bill. My bill last month was 147.00$ for a bill that was only supposed to be 48 dollars. I just assumed i used more electric. This bill came in and i took a good look at it, My bill with west Penn Power is only 22$ and this other company is on my bill adding an additional $172 for nothing. so my bill is 200$ when it should only be $22. I called west penn power and they said i need to contact the other company even though i pay west penn. I have been on the phone for 2 hours yesterday. And 45 minutes today so far and cant get ahold of anyone to cancel.

Desired Settlement: Pay back for the extra money I paid last month, and also get this months bill waived and i pay the amount of $22 that it should be, and get back with just west penn power and get this scam company out of my life.

Business Response: Good Evening,



According to the complaint, the

customer is unhappy with the recent rate being charged.



The customer agreed to a 12 month fixed rate plan.  After that 12 months, the account switched to a variable

rate contract, meaning the rate would be determined by the energy market.



As has been widely reported, there

has been a spike in the wholesale energy market which was reflected on the most

recent bill. This is merely a reflection of the current energy market where a

shrinking supply of electricity is under the strain of massive demand due to

one of the coldest winters on record. We are referring customers to the

February **press release from the PUC regarding this issue. (Please see

attached)  In addition, this is not just happening in Pennsylvania. 

Please see this link relating to New York prices as well.

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



If

you are interested in enrolling in another fixed rate plan, please

contact customer service and they will be happy to assist you.



We are truly sorry for your

experience and advise you to sign up on a fixed rate that will ensure price

protection.



Regards



 



In addition please see this informative article.



Why Have

Energy Bills Increased – Explaining Price Volatility



It has

been a record cold winter across much of the country, and many have been

expressing deep concern as to why energy bills have been so high. Regardless of

whether energy is purchased from a utility or a competitive energy supplier,

customers have seen electricity and natural gas prices spike in many parts of

the Northeast and Mid-Atlantic regions.



Why did

prices rise?



Simply

put, the issues at hand are the cold weather, electric grid and natural gas

pipeline capacity, and the increasing use of natural gas not just for heating

purposes, but to create electricity.



There is

ample gas supply in the United States, especially given the boom in shale gas.

What customers are feeling are the results of a strained transportation and

infrastructure system that delivers electricity and gas. When demand is high

and capacity is constrained, costs increase.



This

winter’s “polar vortex” has increased the demand for both natural gas and

electricity, resulting in significant congestion in the natural gas pipelines

and on the electric grid (the highways of the energy system). Everyone relies

on these natural gas pipelines and the electric grid to get energy from where

it is produced to where it is used by the homeowner, the tenant, and the

business owner. Just like only so many cars can efficiently travel along a

highway, only so much natural gas and electricity can move through the natural

gas pipeline system and the electric grid.



Also,

while more and more people are using natural gas directly for heating purposes,

electricity generators are also increasingly using natural gas to produce

affordable power. In the short-term, this electricity generation is putting

further strain on the natural gas capacity in certain parts of the country. At

the same time there are also bottlenecks on some parts of the electric grid,

preventing electricity from getting from the generators to the consumers in an

efficient manner.



It’s

known from economics that constraints on supply (such as not being able to get

gas from where it is plentiful to where it is needed) cause prices to rise, and

this has occurred in the wholesale energy markets. The result? Competitive

energy suppliers and utilities alike are paying higher than normal prices when

purchasing from the wholesale market in order to provide energy to homeowners,

tenants, and business owners. This is causing everyone’s bills to rise.



As the

winter weather gradually improves and temperatures rise, the demand for energy

to heat homes and businesses will decrease, placing less pressure on the

nation’s electricity grid and allowing energy prices from suppliers and

utilities to normalize. However, winter weather may very likely be around for

some weeks to come. Despite the unusual weather, the gas and electric delivery

systems have proven to be highly reliable this winter. A number of new natural

gas pipelines and electricity transmission lines are planned or under

construction which should reduce the chances of a similar price spike in the

future.



In the

meantime, there are some things that can be done to help manage energy bills.





Conserve energy as much as possible. For example, make sure

doors and windows are well insulated, seal any air leaks, and lower the

water