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Metropolitan New York, Long Island, and the Mid-Hudson Region

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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.

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

Reason for Rating

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

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

  • 201 complaints filed against business
  • Failure to respond to 5 complaints filed against business
  • 4 complaints filed against business that were not resolved


Customer Complaints Summary Read complaint details

201 complaints closed with BBB in last 3 years | 189 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 91
Billing/Collection Issues 57
Delivery Issues 0
Guarantee/Warranty Issues 2
Problems with Product/Service 51
Total Closed Complaints 201

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
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)

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

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




 

BBB's Final Determination: The business failed to resolve the complaint issues.

9/12/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
9/12/2014 Advertising/Sales Issues | Read Complaint Details
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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,

****** ****




 

BBB's Final Determination: The business failed to resolve the complaint issues.

9/3/2014 Problems with Product/Service | Read Complaint Details
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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. 

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

8/28/2014 Advertising/Sales Issues | Read Complaint Details
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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. 

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

8/21/2014 Advertising/Sales Issues | Read Complaint Details
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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.

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

7/27/2014 Problems with Product/Service | Read Complaint Details
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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,

**** ****

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/15/2014 Advertising/Sales Issues | Read Complaint Details
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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,

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

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

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,

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

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

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,

**** *****

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

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,

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




 

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

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. 

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

7/8/2014 Advertising/Sales Issues | Read Complaint Details
X

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. 

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

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.

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

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,

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

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,

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

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,

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

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,

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

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

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

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,

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

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

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,

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

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,

*** *******



 

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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



 

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

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,

***** ******



 

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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

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,

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

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.

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

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,

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

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,

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

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,

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

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

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

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,

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

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,

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

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,

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

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,

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

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

Additional Notes

Complaint: 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,


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

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

Additional Notes

Complaint: 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,****************

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

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

Additional Notes

Complaint: 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,

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

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

Additional Notes

Complaint: 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,

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

4/22/2014 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,

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

4/22/2014 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,

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

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,

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


 

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

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

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

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

 

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

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

 

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

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

 

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

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

 

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

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

 

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

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

 

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

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

 

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

4/15/2014 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 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 business contacted me and told me to leave there company because they do not offer a fixed rate. I also sent them a picture of every powercompany rate compared to others. At this time the avg rate is 6 cents per kwh. They arr the only company charging 19 cents . No one else is even past 9 cents. I told them that i already canceled and they replied that they were goin to give me a discount but now that i cancled they will bot gice me a discount,  the representative even told me to cancel! He stated in his honest opinion they cant lower it and it is extremly high and i only have a variable rate available and to go back to my original supplier. These people lied and said they would lower my bill by 30% when i signed up. Said nothing about variable rates and are now charging me ten times ehat i shouldve paid for the past 3 months. I work so much overtime and its not to pay someone to rip me off. I want a refund asap!

 

 

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 average rates that are often quoted are really a mix of fixed offerings and introductory rates.  While you may not see a comparable rate to our current variable rates, please know that many suppliers have been charging even more to their current customers.  Those offering 10 cent variables now are either offering an introductory rate or an estimate.  Again, we apologize that the customer had a bad experience.

Regards,

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

4/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Was approached this past summer by a man guaranteeing lower electric bills. However my electric bill has tripled! I want a credit to my account and to go back to my original supplier West Penn Power! This seems like a huge scam by this company and it should be illegal!!

Desired Settlement: Refund!!! To go back to West Penn Power for my service.

Business Response: The customer has been contacted by our customer service and their account has been canceled.

Ragrds

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 want to come to some agreement on what we owe this company I do not want to pay $466 for one month of service when I can't afford this. Nor do I want my electric shut off because of this company's shady practices. I was told I would get lower electric bills. I was never told my bill would more than triple or obviously I would have sent them on there way. I was LIED to and this type of conduct should be illegal!!!

 

 

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:

So explain why your rates are triple the rates of West Penn Power. Your cold weather excuse is ridiculous its winter that's what happens in the winter it gets cold!!!
Your company is taking advantage of customers and blaming cold weather, which is unacceptable. I will let others know about your scam via all social media outlets. I would hate for anyone else to be taken advantage of by this unprofessional company.

 

 

 

 

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 responses.  We will take your feedback into consideration.

Regards,

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

4/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was approached in my home by a person going door to door selling Respond Power as an alternate carrier of electricity, which is a service provided in PA. I was sold on the idea of switching to them and was promised a rate of between 3-5 cents per KwH, which is less than my power company was advertising their price as. I, then, spoke with a customer service rep on the phone verifying these charges. Upon receiving my first bill with them, their price was 19 cents per KwH, more than three times what was guaranteed to me. Over the past month I have contacted them, both through email and telephone, to no avail. I have called customer service and direct lines that were given to me and they have all gone directly to voicemail or were disconnected from service. This company has pilfered a total of 700 dollars from me. To say am upset is an understatement and I would guarantee that I am not alone. Please review this and let me know your findings. Thank you.

Desired Settlement: I would like my charges from this company refunded on my power bill immediately, for they have perpetrated fraud.

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 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]

 

 Never was I given or sent anything in writing informing me that rates were variable.  I believe that as a responsible business it is Respond Energy's duty to give customers a written agreement saying that they are being put into the debt of a company that uses "variable rates".  I have spoken to a number of other people whom share my distress with this company, all of whom live in apartment complexes and have less of a budget for issues like this.  It is also my belief that Respond Energy has targeted these areas to dupe people of lesser means.  I am not satisfied by a response saying it was "because of the weather".  My normal supplier's charges increased by 1 cent.  Your rates tripled after the sales rep who knocked on my door guaranteed me that it would be cheaper to go with 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 the customer is dissatisfied with our response.  I have attached his application to verify that he signed up for a variable rate plan.  

Regards,

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

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

Additional Notes

Complaint: In January, I received a bill that reflected a charge of about 21 cents per kilowatt. Up until this time, I had received bills that were about 7 cents per kilowatt. I was never informed that there was going to be a change in my bill. Now I get a shut-off notice from PPL because I am unable to pay for this outrageous amount. My bill went from about $150 to over $400. I contacted PPL and they told me it was Respond Power at fault. I immediately called them to cancel. I got no explaination as to why my bill increased out of nowhere. I feel as though I have been scammed. Then, I contacted Respond Power by their Chat option online and the representative would not help me. They said "someone would call me." Nobody ever called me. On a side note, I received the same chat representative twice and they cannot spell or use proper grammar. This worries me. Again, I feel as though I have been scammed. Nobody in customer service helped me when I asked for a credit or refund. All I ask is I pay a FAIR bill.

Desired Settlement: I want to be reimbursed for this jump in price per kilowatt. I was never informed of this change and their customer service would not help me.

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 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 response to the company: You never contacted me to inform me that my rate would triple. Your lack of customer service was and still is atrocious. I don't feel this has been resolved. Your customer service representative ensured me that someone would assist me and they never did. I feel as though I deserve compensation.  

 

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:

 

An apology does not resolve the issue. I asked to be compensated as a customer. I do not feel as though this company values me as a customer. 

My message to the company: Since you are unwilling to make your customers happy, I will be sure to inform all of my friends and family as to what kind of a company you run. In addition, I'll make a few announcements on all of the social media websites I am a part of to warn people of your company. I don't want what happened to me to happen to them. Your deceptive marketing and lack of customer service is appalling. Have a great day! 

 

 

 

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


Sincerely,

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




 

Business Response: We are sorry that the customer is unhappy.  We are also sorry that no refund is due in this case.

Regards,

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

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

Additional Notes

Complaint: I have called three times and was promised a representative would get back to me within 24-48 hours all three times. The sales representative lied about what we were signing up for and after failure to respond I promptly cancelled the account.  I am currently still being charged by them with at $772 dollar electric bill. No one will return my calls

Desired Settlement: My desired outcome is to get my bill adjusted to a rate equivalent with PECO for my past billing statement at the leas** I would also like to be contacted by a supervisor; I was promised 3 calls, and I got none.

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 representative that sold us this alternative source, ***** **, came to us at our door and lied to us regarding the company's charging. Also, after having cancelled our account, we are still being BILLED BY THIS COMPANY EVEN AFTER CANCELLATION. No one has contacted me even though I complained 3 times and made it very clear that I wished for an account representative to call me back and try to find resolution in addition to addressing the behavior of the sales representative for their company. No one has contacted me. 

Sincerely,


**********




 

Business Response: Good Afternoon,

We are sorry that you had trouble reaching our customer service department. Your account has been canceled, but it usually takes 1-2 billing cycles for your account to return to your utility.  You can contact your utility to confirm the request has been received.

Regards,

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

4/15/2014 Billing/Collection Issues | Complaint Details Unavailable
4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've had the "joy" of being a customer of Respond Power for the past year. Respond is one of the thousand electric suppliers. I was originally offered their service via a telemarketer, probably my first sign I was getting into a messy situation. Their low low rate for electricity(KWH) was attractive. I inquired on the phone to the salesman if this was for a fixed rate or variable rate. They assured me it was for fixed. About a month later I received my first bill and was happy that it was indeed the rate we discussed, but then slowly they began to increase the rate. They never sent me any paperwork, nor did they have any paperwork when i called to inquire about why my rate increased. After a very long winter (2013) I began to notice a very large balance on my electricity bill. Yes I did use a large amount of electricity but they continue to increase my rate on a month to month basis, so much that my rate at one time was 0.25 per KWH. Which is insane!. Considering the rates are lower than 0.10. I soon found out that I was being charged the variable rate. When I called to inquire they said they had no paperwork of my contract and could not help me out. Since it's their word against mine, I had to cancel my service, but Now I am stuck with an electric bill way over $950 for a 2200 sq ft townhome. They were unable to offer any resolution because they had no paperwork on my account. I am looking for a partial refund based on usage but more inline with the fixed rate at 0.08 per KWH.

Desired Settlement: They were unable to offer any resolution because they had no paperwork on my account. Its simply their word against mine. I thought I was getting a fixed rate. I am looking for a partial refund. Yes I did use a lot of electricity during the winter and that is my fault, but i would like to be charged based more inline with the fixed rate at 0.08 per KWH instead of 0.25 per KWH.

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 find that this resolution to be unsatisfactory. The resolution would mean either furnishing the paperwork that shows a contract where a variable rate term was agreed upon or assessing the customer based on a fixed rate at the time of signup and refunding the difference.  The business failed to keep any records on my account.  I had no idea i was even on a variable rate, due to budget billing keeping a flat rate on each bill. When I emailed them after the flat rate increased they made no mention of the variable rate. I have a message from them stating that I am on a fixed rate. (see message below) They have no contract and no paperwork on me, therefore the fact that they charge a variable rate vs. fixed is up to their digression.  The business is insinuating that because a variable rate was charged, that I must be on a variable contract term without any paperwork proving it.  

Sincerely, 

********

 
messages from the business can be found below. 
 

Good Afternoon,

     Thank you for your email; because you are enrolled in a fixed rate contract, there is no cancellation fee.

 

Thank you, 

 

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


Good evening ***


I see that you enrolled as a telemarketing sale on April **, 2013.  I do not see any paperwork that was involved.  I see also that  you cancelled your service with us.  Should you require additional assistance, please do not hesitate to contact me.  Thank you.  *********

 





 

 

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

4/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I was approached by the person selling respond power I was told I was going to be getting a fixed rate for approx ~ $0.09/kwh, however I was signed up for a variable rate without my knowledge that went immediately up to approx ~ $0.20/kwh. When I called the first month about this I was told the apparent doubling was due to prorating and that next month would be correct at the lower rate, however the next month came around and was actually higher, and when I called to cancel their service, which I was told I could do at any time, I was told I had to wait two months at their horribly inflated rate to do so, and the only way to get a approx ~ $0.11 rate was to sign another agreement with them. I was given blatantly false information thats now cost me over a hundred dollars vs what staying with PPL would have cost, and will cost a few hundred more according to the customer service rep who is insisting I am trapped with this company for two more months at least. Further this customer service rep blatantly lied to me, stating that PPL charges more than their $0.20 rate when the variable rate on the PPL website is still stated as less than nine cents in an effort to con me into staying with their company

Desired Settlement: An immediate switch to PPL or a billing adjustment for the next two months while I am stuck with Respond power to the PPL rate posted on their site or at least the advertized nine cent rate. I would also like a refund to the advertized and supposedly fixed rate for the past two 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.

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 business claims I signed up for a variable rate plan, however I was at no point informed this would be a variable rate plan and was told I would in fact be getting a fixed rate plan, that fixed rate was in fact the entire reason I switched.
-The business claims the market crashed and their rates are reasonable, however, even the article they link listed the increase at around 21% max; their rate increased over 100% during this time period. Even customers that pay attention to this rate increase and how ludicrous it is are then trapped with them for two more billing cycles
-Other companies in the area that can be viewed on papowerswitch.com still list rates well under 50% of this company's rate, including the listed rate for this company on that site.
-The "fixed rate" I was offered was still around 33% higher than that offered by companies in this area and required me to agree to a cancellation fee, and again is below the advertized rate on papowerswitch.com


Sincerely,

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




 

Business Response: Good afternoon,

We are sorry the customer was dissatisfied with our earlier response.  I have attached the customer's application where he enrolled in a variable rate plan.  The rates on PA Power Switch
are a mix of fixed offerings and intro rates. While you may not see a rate comparable to ours on that site, please know that many supplier have been charging even more
than that to their current customers. Those offering 10 cent variable rates now are
either offering you that as an introductory rate, or it is an estimate made by them.

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.

While they are STILL lying about competitors rates (I called several to check, including PPL themselves) I apparently did not read what I was signing up for well enough, nor was it accurately explained to me. My own fault, even if the business practices of this company are deplorable.

Sincerely,

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



 

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

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is *****. I recently moved t. When I got my 5th bill from ppl it stated I have enrolled with respond. I did not enroll with your company and did not agree to any supplier. My bill has fine the way it was before respond power's charges. I am asked to do so many things to stop charges and prove I didn't enroll into this program. My local utility company has no authority stop charges from this company which in it self scares me.

Desired Settlement: Stop all charges and a refund is requested

Business Response: Good Afternoon,

The customer has been interacting with our customer service department.  Currently we are awaiting confirmation of his signature so that we can confirm that he did not sign a contract with our company.  The customer should send the requested document to the email address provided to him and continue to communicate with our customer service department.  Thank you for your assistance.

Regards,

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

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was promised a lower rate after renewing my contract with Respond Power. After receiving my next billing statement, they did not use the fixed rate electricity price agreed upon, but kept the inflated variable rate. I'm unable to get in contact with a representitive of their customer service department at any time during their business hours.

Desired Settlement: I want them to honor the new contract rate agreed upon and adjust my bill.

Business Response: Good Afternoon,

The customer agreed to 12-month fixed rate plan starting on 2/**/2014.  Because of the way billing cycles work, the bill the customer is complaining about is a "blended rate," meaning that it is combination of his previous variable rate and his new fixed rate.  His next bill will reflect that the fixed rate has kicked in and he will enjoy the price he locked into.  If the customer has further questions he should contact our customer service department.

Regards,


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

4/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond Power billed **** a astronomical price per KWH for the month of January (4x) the other months rates. I called **** concerning the bill and it was confirmed that Respond Power made a miscalculation on the bill and would be sending an adjustment. According to **** it was in a form of an alert on their system and my name was on the alert as well as couple thousand of other customers. **** told me not to pay that portion of the bill. I received my February bill and the charge was still there. I have tried to speak to Respond client rep after waiting over 1 hour. Respond Power was unwilling to help me and kept pushing it off to ****.

Desired Settlement: Instead of charging the .34764 a KWH, it should be corrected to the .13 KWH that it has been since I signed up for Respond Power service.

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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I understand the spike in electric rates this winter. I was a customer on a fixed rate plan. Respond Power changed my plan to variable without notifying me and hit me with huge electric bills. I have tried many times to contact them. For a week their phone went to a message voice mailbox is full. Then for a week it was a message to leave your name and # and they would get back to you. I did that 5 times with no result. Then the message changed to email them. I emailed with my information and times I could be reached. I had a call and email when I was at work. I replied and heard nothing back. on 3/**, and 3/**/14 I left a total of 16 voice mails in the agent, and customer service mailbox with no reply. The evening of 3/**I changed providers, and spoke to PPL the main supplier. I then contacted the Attorney General, and PUC and filed complaint. Miraculously I had another email while I was at work saying they cancelled my account. I tried to contact the agent on 3/** and the # she gave me now is dead, I emailed her, as well as a phone message and another email through their website where they promised to get back to me within a day. Of course, still nothing. I would like to be reimbursed the overcharge of electricity that they overcharged me.

Desired Settlement: $367.46 for the past 2 months overcharge, and any overcharge incurred before they stop my account.

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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have submitted multiple calls and emails to Respond Power concerning a double in our rate/kWh. I have still failed to receive any response and consider this to be a completely unethical and unprofessional way of conducting business. I have read several other complaints made against this company and they all "play out" the same way. People can not reach this company after they essentially "bait and switch" and the company comes back with a response some where along the lines of the "customer being unaware that they did not have a fixed rate, etc. etc." I believe that this is a complete avoidance of the issue at hand, this company is tricking it's customers into a contract that is not being upheld. Not only are they doing wrong contractually wise they are price gouging as well. After speaking to several other customer service people at both PPL and AEP I was informed that the rates being charged by this company were 'astronomical" and was advised by eat one of them to contact the BBB. The people who run Respond Power should be ashamed of them selves.

Desired Settlement: I would like an adjustment to my bill and I would be happy to know that this so called business no longer able to do this to their customers. If this "business" also continues to exist I would recommend that they really work on their customer service issues since it appears I am not the only one to have problems contacting them.

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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond power did not tell be it was a variable rate with the electric they provided. On the PA Switch website they currently over 11 cents fixed rate. How can they offer a fixed rate when they are charging their current customers 38 to 25 cent killowats. This is insane. Price gouging. Taking people for granted during a hard winter. I have no respect for these people, when they can not answer my phone calls, messages , or any kind of communication. Go right to the attorney general, bbb, public utility they are a scamming people. The first month was 7 cents, next month 11, and directly to 38 cents. BEWARE!!!! 3 WEEKS HAVE GONE BY AND THEY DO NOT RETURN CALLS OR COMMUNICATE. I have sent several messages and they always put you on a 30 min wait on the phone and you never get them. All I wanted was to talk to one person, which I never go, so I switched which cost me 100 dollars.

Desired Settlement: 100 fee for me switching to another carrier because this was an insane charge and could not keep letting them charge me 38 cent for killowats. Also back to 7 cents they promised when I enrolled in sept and the next month went up to 11 and up thereafter. Want refunded back to the 7 cents. An apology. They also need to get honest with people and get some integrity. Need to become and honest company, Not advertise on PA Switch they are a fixed 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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I enrolled with Respond Power, I was told that my charges per KWL would be lower than that of **** **** *****. In January, My bill was over $170. I called in February to **** **** and switched to them as my provider because they were offering the price at .05 where Respond was charging .10. The bill for February was over $200. I received my March bill and Respond Power is still the provider (although I had received a call from them about a week before my bill came asking why I was no longer with them, to which I responded that the energy charge was double what **** **** was and the caller hung up on me). My March bill is now just over $400! I m paying over $.25 per KWL. This is unethical and deceptive practice on Respond Power's part. I assume that my bill spiked because they were aware that I was no longer keeping them. The excuses of the "polar vortex" do not carry much weight in March. Also, **** **** explained to me that Respond Power failed to buy enough energy, which is why **** ****'s price is much lower than Respond Power's. I signed up with respond Power based on their agreement that their price would be lower. They have not kept their end of the deal and I do not feel that it is my duty to remain compliant with their rules of payment when they clearly broke the agreement in the first place. I am willing to pay a fair share of the bill, but only one that is comparable to my previous bills, not this outlandish March bill.

Desired Settlement: I would like my bill adjusted. I think that charging me the $.10 should be what I am charged (even though it is ABOVE the price they told me I would be paying since **** **** was half that and Respond Power told me I would pay LESS than **** ****). I would like for my bill to be adjusted at once.

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 ****sylvania. 
Please see this link relating to New York prices as well.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was approached by a door to door salesman selling respond power. She ensured me that my bills would not change, if anything they would be cheaper. All I was doing was switching distributers. This seemed feasible, and I read the contract thoroughly and although I was enrolled in a variable rate, it suggested the bill would be lower than my current bill or the same. It's been 6 months and my bill hasn't changed, so previously I didn't have any issues. However this month, I went to check my bank account, since the bill comes out automatically and it was 372 dollars. The actual electric bill from PECO was around 40, but there was an additional 330 dollars in "commodity charges" from respond power. I understand that the market fluctuates, and my service charges will vary, but there is NO REASON why I should pay an almost 400 dollar electric bill, when I live in a studio apartment and I am never home. I even checked my usage and it was actually lower than the previous month when my bill was around 50! This is the biggest scam imaginable. Luckily I say this grimly, I had savings I had to deplete to pay this bill, but if I was an individual with no savings and a family etc, I might not even be able to pay my rent with an unexpected expense like this. No business should be able to unexpectedly and inexplicably be able to charge their customers exponentially more than what they had originally been paying.

Desired Settlement: I want my service cancelled and full refund of the "commodity charges" for failure to honor the agreement in the contract as well as what was ensured to me by two different sales representatives. This is blatant abuse of our agreement and dishonoring of the trust I placed in the company to provide me electricity at a competitive rate. An additional 330 dollars is not the result of "market fluctuation" but a calculated scheme to take advantage of customers who mistakenly placed their trust in what claims to be a legitimate 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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried to contact Respond Power on multiple occassions only to be meet with a recorded message regarding high call volume. On my last attempt, I waited on hold for over 1 hour. I am trying to cancel my electric supplier service with them. I am not pleased with the current amount I am being charged. My bill increased by $120 from the previous month, but my usage amount remained very similiar to previous months.

Desired Settlement: Written verification of cancellation of supplier service at my current address.

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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I singed a contract for a fixed rate. The salesman never informed me that the fixed rate was for a limited time, and thereafter charges would change to a variable rate. Had I known that the charges would change to a variable rate I would have never agreed to sign the contract. My monthly bill skyrocketed in February. I've been trying to get in touch with the company to cancel the service, and have been unable to get in touch with anyone. I left messages on their voicemail and no one has called me back. My monthly bills are getting higher, I want to cancel the service with Respond Power, and get a refund for the difference since the charges were changed from a fixed rate to a variable rate. My contract rate agreement for fixed rate was 0.092. Since Oct 2013, rate changed to variable rate, and currently is up to 0.34990. I want the refund for my bills, readjusted to the 0.092 rate. Again I want to close my account with Respond Power ASAP.

Desired Settlement: Close my account with Respond Power and refund for extra charges from the variable rate.

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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I only read and write in Spanish. I have always had my service with Met-Ed and never had any issues. Some paperwork came to my home that promised to lower my bills and I signed the paperwork. I never received any explanation in my native language explaining my new service. I recently received a bill where my electric bill was $549.27. I have been in my home 15 years and never paid a bill over $80. My past two bills with this company have been $106.66 and $549.27. I tried reaching Respond Power on several occasions and have not been able to reach them. I tried calling them on Wednesday March **, 2014 and was waiting for 45 minutes and then was hung up on. On Thursday March **, 2014 I called three times from different phones and was on hold for 38 minutes, 20 minutes, and 15 minutes and each time I was hung up on. On Friday March **, 2014 I sent an email for some kind of help to resolve my issue because the answering machine from the company says to send an email and they will respond in 24 hours. It is Tuesday March **, 2014 and the company is closed and still have not received a response. In all five different contact attempts over a span of a week and a half and no response from the company. I am having issues with this companies customer service, contract, and billing and collections.

Desired Settlement: I have not been able to communicate with this company in my native language in order to explain my contract and service with them. I would like to A)Eliminate my current bill which I find outrageous for the amount of electricity I actually used and B)Release me from whatever contract I have entered with them because it was not explained to me. I no longer want to deal with this company in English because I have limited abilities in this language. I no longer want to be in contract with them.

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.
*************
If you would like to cancel your account, please contact customer service.  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 would like a phone call from the company in order to work out the billing situation. I would like something in writing showing the account is cancelled. Phone number to reach is ###-###-####. Thank You in advance.

 

 

 

 

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


Sincerely,

***********




 

Business Response: Good Afternoon,

The customer spoke with one of our customer service representatives yesterday about his bill.  If he has further questions he should speak contact customer service.  If he has questions about budget billing, he should speak with his utility.

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,

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



 

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

4/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The average charge for electric in my area is (KWH)X.0875 and Respond Power is a variable electric charge company. However, their rate increased to (KWH)X.3499. This occurs without notice or justification and is way beyond the average or even high range. A bill that could have been around $85.00 is now $325.00 and I have yet to be able to talk with a representative. I am trying, but, you are put on hold and then disconnected. This is beyond ridiculous. I am aware that it is buyer beware....but, if you aren't even given prior notice of a hike and then you owe that much money. This is financial rape. I really hope this company is researched etc.

Desired Settlement: I would like a reduction or a refund on my bill. Even if they say that are going to charge the highest rate in my area, my bill would be reduced by over $200.00.

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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like my billing to back To Penelec. I am not happy with the service. My bills are double what they were before I joined. I was told it would save me money and it hasn't I have not had a bill under $400.00. I would like it be stop ASAP. I have tried several times to contact the office, but there is always a long wait and I'm tired of trying to reach ur company by phone. So I would like to back to billing thru Penelec IMMEDIATELY. I refuse to have any more bills thru your company.

Desired Settlement: To have my billing stopped thru ur company. I'd rather have my old billing company, Penelec. There rates were a lot cheaper than ur 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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Respond Power, LLC sales rep came to visit my residence, soliciting me to change my current power supplier (********), because the law recently changed, which would allow power suppliers to charge high variable rates; however I could lock in and take advantage of a low fixed rate @ 0.06% if I (******* ********) were to enroll that day. I was very interested, but in the process of attending to household duties, therefore I asked ****** ******** (bill account owner) to find out what we needed to do further for enrollment. I received my most recent bill, and was floored! because the current total charges due was $305. The total charges for Respond Power, LLC alone for the month of March was $238 (equivalent to $.35 cents per KW), which increased tremendously from February's bill of $6.9 cents KW. I called RP, LLC customer service dept and waited on hold approx 45min., requesting an adjustment be made ASAP because I was suppose to be set up for a fixed rate, explaining the highest monthly payment(s) ranges b/t $90-170/month depending on the season. It was advised, no adjustments can/will be made and if I was interested in a fixed rate, they could offer 0.09% because ****** signed off, agreeing to a variable rate. I advised ****** ******** didn’t realize what he was signing and this was definitely false advertised & mis-communicated to me, because I directly communicated w/ the sales rep, regarding the advantages of changing power suppliers. ****** ******** simply signed the documents on my behalf, as I was tied up attending to house duties. At this point, I was very frustrated! requesting to file a dispute. The representative referred me to contact my local power company (PPL) for further assistance. The PPL representative instructed me to contact Respond Power, LLC back because they were not able to file a dispute on their behalf, etc. Once again, mis-informed communication on RP, LLC's end. I am filing an informal complaint against Respond Power, LLC for price gauging and mis-representation that was falsely communicated; to include poor service. Requesting an account adjustment made to my most recent March 2014 bill payment due of $305.00

Desired Settlement: bill adjusted to the terms initially set forth under a fixed rate for the month of March 2014 billing period

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 **********

 

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

4/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 2/**/2014 we received a bill for $670 in electric. At that point we had realized that the rates went up and quickly tried to call and email the company to get them to rectify the problem. After being talked down to and hung up on we then decided it was time to cancel our account with this company and move onto another. It took two weeks to get ahold of anyone from this company to be able to cancel the account. Due to them screwing over other the phone lines were busy with hour waits. I had to get up every day and try to be the first caller of the day to be able to get put on hold. Most days as soon as i called a recorded message came up telling me they reached their call limit for the day and to call back or go on line to email them and they would get back to me in one business day.....needless to say i have not once received a email or call from this company. After two weeks we got threw and asked to cancel the account. At this point we were 3 weeks into the next billing cycle. We now just received a bill for $1,170 from them, here is the shocker they doubled our rate per khw. I have been told to contact the PUC, Attorney General, and Consumer Advocate to report this issue with them. I took PPL higher rate of .087 per khw and used that to come up with what i see fit for a rebate check from Respond Power to compensate us for the three weeks it took to cancel with them. I started off today at 8:50 with a email to them requesting a call back....still no word from them. At 9 on the dot this morning i called in, waited a half hour on hold to only get a guy who yelled at me and talked over me, not letting me speak. I asked to speak with someone more professional and he put me on hold for 5 mins. He then answered and told me there was no one else for me to talk to. I insisted to talk to his supervisor and he said nope and hung up on me at 9:46. That was 46 minutes on the phone my first time. I called back at 9:47 was put on hold till 10:55. Over a hour on hold. Spoke to a lady who once again spoke over me, insisting it was ppls fault not theirs and they would do nothing for me. I asked to speak to someone else who would be more respectful and help me. after asking god knows how many times she put me on hold . Some other lady answered claiming to be supervisor and was even more unprofessional then the last lady. She called me ***** threw out the call, laughing, mocking me and told me i can spend all day calling and they still wont help me and will just hang up on me. I asked to speak with a real supervisor because based off her tone and they way she spoke to me there was no way on hell she was the higher up. And shockingly she hung up on me as well. I just called a third time 12:45 to wait for over a hour again. Got a guy who claims Respond power has emailed and called me back.....I have phone records to prove i have not received one call from this company like he claims. He then continued to tell me there was nothing they can do and guess what....hung up on me. I am not asking for them to pay the $1670 they have charged me for two months worth of electric.....i am only asking for a rebate check to compensate the three weeks it took to get a hold of them. And at this point i will be asking for more due to the absolute disrespect i have had to deal with all day from them. This is only my story, my husband has also had to take long lunch breaks to call them as well in the past month about this issue. And they have treated him just as poorly. This company is financially ruining our family. My husband has been having chest pains since yesterday after opening the $1,170 bill. I have been on the phone with everyone and anyone today, while in tears, trying to get someone to help me deal with this company. I have emailed two State senators, my State Representative, and several news channels. I don't no what else to do to get this company to take me seriously. For a company to mock me, laugh, talk over me and to hangup on me is not ok.

Desired Settlement: I would like a rebate check in the amount of $830. This will compensate the three weeks of trying to get a hold of the company and the stress they have put on me and my family for the last two days. I used PPL rate of .087 times 2,653 kwh used in the past month, and subtracted that from the amount owed for just this past bill. we will continue to make payments for the $670 from two months ago because that was our fault for not watching this company and they rates they charged. But we will not pay for a month were we could not get ahold of the company, nor will we pay that to a company who hangs up on people.

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.
*************
If you would like to cancel your account, please contact customer service.  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 *************

 

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

4/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told my electric and bills would be lower and instead they are increasing. I have only been on this program since 12-**-2013. and in febuary my bill was 126.17 more than **** **** ***** was going to charge me. and my most recent bill it was 446.98 more than what **** **** ***** was going to charge me. I have sent them a email on 3-**.14 and I haven't received a response yet and I have been trying to call them the last couple of days and I am getting a response that I have a 30 min. wait and to send them a email

Desired Settlement: I want to be taken off there services and I want to have the charges taken off my most recent bill there is noway that I used 446.98 worth of electricity

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.
*************
If you would like to cancel your account, please contact customer service.  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]

they cancelled with me and I am back with **** **** *****. but I don't think I should be paying 268.81 more than what **** **** was  going to charge me. in the contract states respond *****'s goal each and every month is to deliver your ***** at a price that is less  than what you would have paid had you purchased your ***** from your local utlity company,however due to market fluctuations and conditions. respond ***** cannot always guarantee that every month you will see savings. I understand the rate may vary .  but I did not think my electric bill would of doubled the amount that my current company was charging. I went with respond because I was told I would be saving money . I called **** **** to fine out what I was originally going to be charged on this bill and it would have been 178.17 and respond is charging me 446.98. that is not saving anything.

 

 

 

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


Sincerely,

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




 

Business Response: We are sorry that the customer is dissatisfied with her experience.  However, no refund is due in this situation.

There has been an unprecedented spike in the price of electricity
(mercantile exchange) which has adversely affected customers across the
country. While suppliers like Respond ***** 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 we certainly apologize for your high rate, please understand
it is merely a reflection of the electricity market where both natural gas
prices (which *****s much of the new generation stations) are at a 3 year high,
coal production for supply is at a historic lows (for example - 48% of the
electric supply in 2008 vs. 37% today), and one of the coldest Januaries on
record that has pushed demand to extreme levels. As the country moves away from
fossil fuels and towards green energy, rates unfortunately will increase until
the supply can meet demand at a more reasonable price.  

Again, our apologies for
your higher than expected bill. 

Regards

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

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

Additional Notes

Complaint: I began using Respond Power with PPL as my electricity supplier in the summer of 2012, up until this past winter, my electric bill was never above $200. Between the months of January and February 2014, my rate went from $0.1704/kWh to $0.2967/kWh, with no warning. I decided to switch companies at this time, but was unable to until the end of my billing period and my next meter reading, which was not for another month. As a result, I ended up being charged for another month, at another increased rate of $0.3911. My total bill is now $927.91. I understand that rates increase with time, but the company should have at least notified me of the change instead of charging me an unexpected amount.

Desired Settlement: I would like my money back, I will happily pay for the regular rate, but being charged over $900 for 2 months of minimum electricity usage is absurd. Shame on you, Respond Power.

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.
*************
If you would like to cancel your account, please contact customer service.  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 fact that a company can quadruple someone's rate without telling them and then try to blame it on the customer is disgusting. I understand that I had a variable rate, and I was prepared to see the rate increase slightly, but who expects to see their normal $150 bill go up to $600? Obviously, no customer would be prepared for that. At the very least, a letter should have been sent out advising customers of the rate increase, before 2 months had passed.

 

 

 

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


Sincerely,

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




 

Business Response: We are sorry the customer finds our response unsatisfactory.  To reiterate, there has been an unprecedented spike in the price of electricity
(mercantile exchange) which has adversely affected customers across the
country. 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.


While we certainly apologize for your high rate, please understand it is
merely a reflection of the electricity market where both natural gas prices
(which powers much of the new generation stations) are at a 3 year high, coal
production for supply is at a historic lows (for example - 48% of the electric
supply in 2008 vs. 37% today), and one of the coldest Januaries on record that
has pushed demand to extreme levels. As the country moves away from fossil
fuels and towards green energy, rates unfortunately will increase until the
supply can meet demand at a more reasonable price.

Again, our apologies for
your higher than expected bill.

Regards,

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

4/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Sir or Madam, My **** account No. is ********. I switched my power supply company from **** to Respond Power LLC in May 2013. From the winter, I found my bills continued increasing. Especially, in Jan. 2014, the bill went beyond $100. Due to living in an apartment, I never got a bill beyond $90. So I called and asked to transfer back to ****. Then I got the Feb. bill from Respond Power, the bill was more than $200. The meter reading is estimate one. All the bills from the Respond Power, even the first bill in May 2013, all the meter reading are actual readings, except the last one. In March I got a bill from ****, it's only ~$50. Clearly, the Respond Power used a high estimate meter reading in my last bill. I want to ask why my last bill is an estimate reading? What's in actual reading? Why the rate in Feb. is $0.25497, twice of the Jan. rate. Please see the following my billing in details. Except in the summer of 2013, my family had a long vacation off the US, the power usage were lower than $300 watts, the usage in other months never went below than 385 watts. Comparing with the bill last year also from ****, the usage is 514. This year is cold than last, so the usage in the March bill may be larger than 514 watts, which means the usage in the bill of Feb. from Respond Power should be much lower than 719. I hope the company to correct the estimate meter reading in my last bill. If no actual reading, there must be a reasonable method to readjust the meter reading and resolve this problem. Thank you. Here is a list of total usage for every month. Bill date Charge ($) Power Usage (Watts) Rate ($) Company 3/**50.85 343 (estimate) 0.0797 **** 2/**219.09 719 (estimate) 0.25497 Respond Power 1/**107.83 593 (actual) 0.12999 Respond Power ** 84.79 584 (actual) 0.1194 Respond Power 11/**69.35 411 (actural) 0.1100 Respond Power 10/*63.61 385 (actual) 0.1053 Respond Power 9/**42.57 214 (actual) (Partly off the US) 0.1050 Respond Power 8/6 39.24 189 (actual) (Partly off the US) 0.1093 Respond Power 7/**54.03 282 (actual) (Partly off the US) 0.1056 Respond Power 6/**74.58 407 (actual) 0.1056 Respond Power 5/7 62.54 444 (actual) 0.0825 Respond Power 4/**75.91 497 (actual) 0.0858 **** 3/**73.62 514 (actual) 0.0766 **** 2/**78.42 551 (actual) 0.0766 **** 1/**89.14 634 (actual) 0.0766 **** 12/**85.54 535 (actual) 0.0956 ****

Desired Settlement: A reasonable adjustment are expected.

Business Response:

Good Afternoon,

According to the complaint, the customer states that he is unhappy with his current rate and has questions about the estimated vs actual usage portion of the bill.

According to the signed sales agreement (attached), Customer agreed to a variable rate contract, meaning the rate would be determined by the energy market. We do not read the meter, that is performed by **** and you can ask them for actual readings for any given month.

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 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.

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'm glad to finally see the explanation on why the rate was so high, because I never got a call back before when I called Respond Power although I was told to be called back in 24 hours. Also the automatic phone message told me malis on the explanation have been sent out to consumers, whil I never received it.


But I totally can't agree with suggestion on estimation of meter reading. Why should I contact with **** by myself? I was the consumer of Respond Power during the time of Feb. bill. whoever read the meters for Respond Power. It's not my business. It's the business between Respond Power and ****. You two companies have whatever agreement on meter reading, but the consumers should have the right charge. Respond Power should charge me rightly. Respond Power should contact with **** to resolve this issue for the consumer.

If there is a policy that the consumer needs to contact with **** directly by themselves on the problem of meter reading, please show me. Why should I contact with **** while I was the consumer of Respond Power? Respond Power charged me not right, so Respond Power has to correct it.


Thank you.

*** ***

 

 

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


Sincerely,

*** ***




 

Business Response: Good afternoon.  We apologize for any inconvenience, but again, meter reading issues must be taken up with **** directly. We do not read meters.  **** will be able to provide you an actual meter reading for any given month.

Regards

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

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

Additional Notes

Complaint: We signed up for Respond Power a year ago. At first our bills were lower, and now the prices are almost triple what **** is changing. I completely understand the prices of gas and electric going up, so I did expect some higher charges, but we are being charged almost triple what **** and *** would charge us. The representative at the door made us believe if we didnt pick a provider **** would pick one for us. He urged us to go with with fixed rate policy, obviously knowing the company would take advantage of us when **** did raise their prices. I am unable to get in tough with anyone at the company to cancel my plan and demand to be reimbursed the outrageous amounts we are being charged over what **** and *** would have charged us. I will start tracking that amount with the bill I received in the mail today which is DOUBLE what our normal bill is, even with ****'s higher rates. Your company is a scam, your sales people are scam artists, and your customer service is non-existant.

Desired Settlement: I want my account cancelled ASAP, and I want a refund of the difference we would have paid if we never ran into your company starting 02/**/2014.

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.
*************
If you would like to cancel your account, please contact customer service.  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 *************