Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Jan of 2024 I signed up for ************** *** program which redistributes monthly costs over multiple months to help offset costs in higher usage months. When I did this my December '23 bill/balance was $572.42 which I paid in full in Jan. **** Dec-Jun 24 I had hard time following and keeping track of what I owed vs what my monthly usage was so I unenrolled from the *** program with a $-300 balance. In July my bill was over $700 even though previously there was a negative balance in addition to having solar and which generates money back during the summer. In August I received a bill for $1,024.16. Not understanding the disparity I pulled my bills from January through August. I calculated the usage amount/charge and what I paid (see below outline). To date I have used/charged a total of $2,705.73 and I have paid a total of $2,213.50 for a difference of $492.03. However, when I speak with ************ they say I owe $1,024.16. I have called and spoken to ************ representatives and managers 3 separate times and when I break down these numbers they just reiterate about the *** program and never explain where the disparity between the *** numbers and the below actual usage numbers comes from. I'm not sure why I'm being charged more than what I have used and have gotten no traction with talking with ************. They are condescending each time I try and inquire about this and are unable to explain in simplistic terms why there is such a large disparity between the *** charges and actual usage charges.FEB *********************** billed - $902.80 | 16 FEB Amount Paid $300.00 MAR BILL - FEB Usage billed - $558.03 | 27 FEB Amount Paid $175.00 APR BILL - MAR Usage billed - $359.47 | 26 MAR Amount Paid $96.19 MAY BILL - APR Usage billed - $338.63 | 16 APR Amount Paid $287.63 JUN BILL - MAY Usage billed - $152.82 | 25 APR Amount Paid $1,254.68 ****************** Usage billed - $74.95 | 7 JUN Amount Paid $100.00 AUG BILL - JUL Usage billed - $319.03 | None

  Business Response

  Date: 08/29/2024

  This is not our company.  You have a dispute with an ***************  Our company, EnergyFirst, sells nutritional supplements and has nothing to do with the electricity industry.  Your disputed bill was issued by an entirely different company.  Can you please redirect this complaint to that company and remove it from our company?  We sell protein powder and vitamin supplements and have never worked with you in the past, though we'd be happy to in the future!

  Customer Answer

  Date: 09/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I did select the incorrect company when filing and have refiled the complaint under the correct company.

  
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