ComplaintsforMPower Energy LLC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 29, 2024, a sales agent visited my home and attempted to convince my wife to sign something she didn't fully understand. She asked the agent to come back later when I would be home. The saleswoman returned and mentioned she needed to check something regarding energy, which wasn't very clear. She insisted I open my PSEG bill for verification, despite already having all my information on her iPad. She then informed me that I would receive a survey call to confirm MPower Energy had completed the check. When the call came, the sales agent remained in my home and pressured me into answering all the questions with a "Yes" response, feeding me the answers. They even coerced me into falsely stating that they had already left my home when asked by the agent on the phone. Immediately after the call, they had me sign on their iPad, claiming the check was completed. Shortly afterward, I received a new contract for my electricity with MPower Energy. The entire process was rushed and confusing, seemingly designed to deceive the customer. Despite my preference for communication in English, the saleswoman repeatedly attempted to explain things in Spanish. I have since emailed MPower Energy customer services requesting the cancellation of my account with this fraudulent company. While the service may be beneficial for the environment, such sales practices are disgraceful, and I refuse to be a customer of such a company.

  Business response

  05/07/2024

  Dear ******,
  
  
  I hope this message finds you well. We want to extend our sincerest apologies for any inconvenience or confusion caused by our sales agent during the recent visit to your home. Your satisfaction and peace of mind are of utmost importance to us, and it deeply concerns us that our service did not meet your expectations.
  
  
  As a supplier of renewable energy, our agents are passionate about educating the public about the benefits of renewable energy. We train them to fully explain the nature of our services, which include providing customers with renewable energy to replace traditional energy sources. To enroll in our service, customers undergo a third-party verification phone call where we explicitly outline the terms of our service, including the fixed rate and our policy of not guaranteeing savings compared to the utility. Customers also sign a contract that clearly outlines these terms and is branded with our logo for easy identification.
  
  
  We want to clarify that our company is committed to providing genuine and valuable services to our customers. It is disheartening to learn that your experience did not align with the standards we strive to maintain.
  
  
  Upon receiving your request to cancel, we have satisfactorily processed the cancellation, ensuring that you will not start services with us.
  
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.
  
  
  Kind regards,

  Customer response

  05/07/2024

  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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today Salesperson from MPE&G came to my house. He was tried to scam me into shifting to his MPEG from *** saying *** has send him. He took details about my *** number. He told me everyone has signed into this in my apartments. I got one call as well from someone but when I ask that person what is all this that person disconnected. Later Salesperson was not ready to leave till i sign for the deal. I asked him to accompany me to my lease office and then left. This MPE&G is big ************ and everyone should stay away from them. I am not sure if i am enrolled into their scam program as I did not signed anything or answered any calls.

  Customer response

  04/29/2024

  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. They called me and informed that I am not enrolled onto their services.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A sales agent came to my home and forced his way inside as he knocked the door loudly. He said he was checking my energy usage to make sure it was above a certain amount. He required me to open my Pepco (my current utility provider) app to check. He had all of my information already pulled up on his iPad and then took down my usage information. He then said I was going to receive a survey call to make sure MPower Energy completed the check. I got the call but the sales agent did not leave my house. He forced me answering all the questions asked in the call with a "Yes" answer while he was still in my home. He fed me the answers for all the questions asked in the call. Even he forced me to say that "he had already left my home" when the agent on the phone asked if the sales agent had left my home. It was 8pm in the evening and he was in my home, I was forced to answer "yes" for all the questions as I would feel unsafe not to follow his direction to answer the questions since during that time just me and him are in my house. Shortly after the call, he had me sign on his iPad saying that he completed the check. Immediately after, I received a new contract for my electricity with MPower Energy.I called to cancel the contract and I was given trouble for canceling the account. Also I have emailed the MPower Energy customer services with a cancellation request. I also mailed the cancellation request to the physical address they listed on the contract. I want my account canceled with this scam company. My account number is: **********************.

  Business response

  04/04/2024

  We want to extend our sincerest apologies for the inconvenience or confusion with our sales agent during the recent visit to your home. Your satisfaction and peace of mind are of utmost importance to us, and it deeply concerns us that our service did not meet your expectations.
  
  Please rest assured that we take your complaint very seriously. Our goal is to ensure that every interaction with our team is professional, respectful, and informative.
  
  We want to clarify that our company is committed to providing genuine and valuable services to our customers. We specialize in supplying renewable energy and fixed rates, our agents are passionate about educating the public on the environmental benefits of renewable energy sources. It is disheartening to learn that your experience did not align with the standards we strive to maintain.
  
  Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We are committed to implementing necessary improvements, including enhanced training for our sales team, to prevent such incidents from occurring in the future.
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.

  Customer response

  04/10/2024

  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,
  
  *** ****
  
  
  
   
  
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their staff member threatened my life, attacked my mom verbally, verbally assaulted and refused to leave our building after being told multiple times they were trespassing

  Business response

  04/04/2024

  Please review and let me know when I can respond.
  
  We want to extend our sincerest apologies for the distressing experience you encountered with our sales agent during the recent visit to your home. Your satisfaction and peace of mind are of utmost importance to us, and it deeply concerns us that our service did not meet your expectations.
  
  Please rest assured that we take your complaint very seriously. We have initiated a thorough investigation into the conduct of the agent involved, as this behavior is not reflective of the high standards we uphold at our company. Our goal is to ensure that every interaction with our team is professional, respectful, and informative.
  
  We want to clarify that our company is committed to providing genuine and valuable services to our customers. We specialize in supplying renewable energy and fixed rates, our agents are passionate about educating the public on the environmental benefits of renewable energy sources. It is disheartening to learn that your experience did not align with the standards we strive to maintain.
  
  Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We are committed to implementing necessary improvements, including enhanced training for our sales team, to prevent such incidents from occurring in the future.
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mpeg energy is scamming me and they need to stop or I will take legal action. I have asked for my account to be canceled in February and I am STILL being billed through you all for my gas. WHY IS MY GAS BILL $300!!!! I am one person living by myself! My bill needs to be refunded and I need my account to be canceled IMMEDIATELY. I would like a FULL refund / prorated balance for April 2024 bill. My bill should NOT be $300 for a one bedroom apartment. I am prepared to take legal action.

  Business response

  04/04/2024

  We apologize for any inconvenience or confusion. We clarify that your electric and gas accounts are inactive. The exact termination date for your gas account was: 4/1/2024 and for the electric: 3/5/2024, as established by your utility provider BGE.
  
  During our recent phone call on 3/28/2024, we provided assistance and confirmed this information with you. Additionally, we offered to add your gas account to guarantee savings for the last billing cycle in service. This means that instead of paying the fixed rate you enrolled with, you will be charged less compared to what BGE is charging. It's important to note that we were only replacing the supply portion of the bill, and once we are terminated, you will no longer see us on your bill.
  
  In response to your concern with the cancellation process, we have processed a comparison report that evaluates the charges you paid while being supplied by us compared to your utility. The difference amounts to $168.31. As a courtesy, we have process one-time credit for that amount.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  March 25th, 2024:A sales representative came to my door saying that my utility provider BG&E had reached out to switch me to a clean energy provider and that he was at my door on their behalf. I looked them up and it turns out this is a scam. I called BGE and they told me that I had been misled and likely the victim of a scam. I called to cancel my service and no one answered from Mpower or MPE&G as they were called until I called the local number they called while the sales representative was still here, despite the fact that he was supposed to have left for that phone call. They answered and eventually agreed to cancel my account and they confirmed I will not receive their services or be billed. They tried to push the fact that they were offering clean energy and attempted to guilt me for returning to my regular service provider that can use gas or coal. I received an email confirmation saying that my account was canceled. BEWARE: the contract explicitly states "To cancel this transaction, mail or deliver a signed and dated copy of this cancellation notice or any other written notice, or send a telegram, to MPE&G at **************************************************************, not later than midnight of the cancellation deadline (3 business days from Sale)." I will be mailing a printed copy of the contract with my cancellation in case they claim I did not properly cancel my account by calling a customer service representative.

  Business response

  04/04/2024

  First and foremost, I want to offer our sincere apologies for any confusion or frustration you may have experienced regarding our services. It is not our practice to train our sales agents to misrepresent themselves as utility representatives. Our agents are equipped with Mpower Energy sales IDs and attire for clear identification.
  
  
  We are a supplier of 100% renewable energy and our agents are passionate about educating the public about the benefits of renewable energy. We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. To enroll in our service, customers undergo a third-party verification phone call. During this call, we explicitly outline that we are replacing the supply portion of the bill with a fixed rate, offering renewable energy, and expressly state that we do not guarantee savings compared to the utility. ********s are required to provide personal information, including their name, address, and account numbers. Additionally, customers sign a contract that clearly outlines the fixed rate, terms, and our policy of not guaranteeing savings. The contract is branded with our logo for easy identification.
  
  
  Regarding your concern about the cancellation process, ******** defaults to 16 C.F.R. *****, which states in pertinent part that it constitutes an unfair and deceptive act or practice for any seller to fail to provide the Notice of Cancellation as written verbatim in the statue. The requested language is already used in the contract, stating that a residential customer may rescind this Agreement within three (3) business days following receipt of this Agreement or may thereafter cancel this Agreement at any time by contacting the **** calling MPE&G at ************, or emailing MPE&G at ****************************************.
  
  
  I have confirmed that your request to cancel with our **************** Representative via phone has been successfully processed. The confirmation number for that cancellation is *******. I apologize for any inconvenience caused during the wait while our ****************s representatives were assisting other customers.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Two representatives were trespassing in our apartment building. They were going door to door demanding to see people's billing information for pseg. They were lying about us needing to be enrolled in their local energy plan through pseg. I called pseg and they told me I would be changing to them being my energy provider instead.This is a scam to steal your information.

  Business response

  03/26/2024

  We apologize for any inconvenience or confusion. At your request, we placed your address on our internal do-not-knock and do-not-call list.
  
  We are thoroughly investigating the representations made in your complaint and will take appropriate disciplinary action to ensure that nothing similar occurs in the future.
  
  However, we note that our company is not a scam. We are a supplier of 100% renewable energy and our agents are passionate about educating the public about the benefits of renewable energy. We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. 
  
  Nor is it possible for any consumer to be enrolled in our services through deception or mistake. We rely on multiple levels of redundancy to prevent enrollments resulting from confusion or mistake and in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.

  Customer response

  03/27/2024

  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]

  After filing my complaint I started receiving spam robocalls. Nothing that you claim in the response of how your representatives are supposed to engage with customers happened with me or any other tenant in the building. The representatives were also trespassing and no action was taken against them. 
  

   

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

  
  Cold regards,
  
  *********************************
  
  
  
  
   
  

  Business response

  04/03/2024

  Dear *********************************,

  Once again, we apologize for any inconvenience. We have placed your address on our internal do-not-knock list. However, we also suggest that your building place a prominent no soliciting sign at the front entrance to ensure that soliciting will not be legally permissible.
  
  
  We have been thoroughly investigating the representations made in your complaint and are taking appropriate disciplinary action to prevent similar incidents in the future.
  
  
  For the time being, we note that we exhaustively train our agents to fully explain the nature of our services, which are to provide customers with 100% renewable energy to replace the traditional energy they are currently receiving. And in the event an agent does not adequately explain our services, we take extensive efforts to prevent any consumer from being enrolled through deception or mistake. Before any enrollment takes place, each customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new electricity and/or gas supplier in a voluntary manner, that enrollment is not mandatory, that they understand our pricing structure, and that we are not associated with any utility company and/or government agency. If the customer does not understand and agree to all aspects of the verification process, the enrollment is rejected.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/20/24 I was approached by a representative of MPower Energy at my apartment. The representative said I was the only person in my building who had not signed up yet and that they needed to speak with me. After the conversation, I was asked to sign based off the conversation but no contract was presented. After signing, I received an email with a contract attached with terms I did not agree to. Pursuant to the contracts cancellation clause, I filed for cancellation. It cost me $67 to send a telegram to their office to cancel the contract as they would not allow me to cancel over the phone. After the telegram was delivered, I spoke with a representative on the phone who confirmed my cancellation and provided a confirmation code "*******". That phone call occurred on 2/22/24. On 3/6/24, I received my ************** bill in the mail and noticed an added surcharge of $2.67 from Mpower Energy.It is clear that my cancellation request was ignored and this companies entire way of operating is unethical. I want a confirmation that this contract is void and my plan with MPower energy is cancelled.Thank you.

  Business response

  03/22/2024

  We apologize for any inconvenience or confusion. We attempted to reach you by telephone and email, but unfortunately, we were unable to make contact. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list.
  
  We are thoroughly investigating the representations made in your complaint and will take appropriate disciplinary action to ensure that nothing similar occurs in the future. However, we want to note that your accounts were never supplied by Mpower Energy, and we have not issued any charges to your account. This is due to the fact that a cancellation was processed, upon your request, on February 22, 2024, when you spoke to one of our ***************** representatives and received confirmation code *******. We also note that the electronic document you signed is identical to the sales agreement that was promptly emailed to you. 
  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner, and savings in comparison to the utility are not guaranteed.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 reps from M-Power rang the doorbell, I politely told them I wasnt interested and they made it sound like talking to them wasnt optional. I requested their information and said they refused to give their name or their supervisor's name. The reps need to be instructed to ensure to explain to potential customers that talking to them is optional and not mandatory (I shouldn't have to shut my door in their face because they are so aggressive).

  Business response

  03/21/2024

  We apologize for any inconvenience or confusion. Per your request, we placed your address on our internal do-not-knock and do-not-call list.
  
  We are thoroughly investigating the representations made in your complaint and will take appropriate disciplinary action to ensure that nothing similar occurs in the future.
  
  We are a supplier of 100% renewable energy and our agents are passionate about educating the public about the benefits of renewable energy. We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. 

  Customer response

  03/25/2024

  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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A sales agent came to my home and forced their way iniside because my door was open. They said they were checking my energy usage to make sure it was below a certain amount. They required I open my BGE app to check. They had all of my information already pulled up on their iPad and then took down my usage info. They then said I was going to receive a survey call to make sure they completed the check. I got the call but the agent did not leave my house. They answered all of the questions for me on the "survey" then at the end had me sign their iPad saying that they completed the check. Immediately after, I received two new contracts for ************** with MPower Energy. I called to cancel the contract and the agent was giving me trouble canceling the account and asking me 100 questions about what the agent did and how I didn't know. I want my account canceled with this scam company. They know exactly what their agents are doing.

  Business response

  03/08/2024

  We apologize for any inconvenience or confusion. We clarify that your account was terminated at your request on March 4, 2024, when you spoke to one of our **************** representatives and received cancellation code *******. Further, at your request, we removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list.
  
  We are thoroughly investigating the representations made in your complaint and will take appropriate disciplinary action to ensure that nothing similar occurs in the future.
  
  
  

*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. ↩