Complaints

This profile includes complaints for MPower Energy LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MPower Energy LLC

  24 Hillel Pl Fl 2 Brooklyn, NY 11210-2923

• 

  MPower Direct

  2124 E Carson St Pittsburgh, PA 15203

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:03/06/2023

  Type:Service or Repair 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.

  On March 4th 2023 at around 1:10 PM, I received a knock on my door. I checked the peep hole and the agent provided ID from ********************** and held it to show me while explaining he is working with Mpower. I told him I didnt have time to discuss and my child was sleeping. I repeated several times that I am occupied and asked for a business card. He refused and hovered over Me repeating himself. He was insistent and when I closed the door, he continued to ring the door bell. He wouldnt leave until I showed him a ConEd. I cut off my name and account number and explained that I dont want to share my private information or complete the phone call he was pushing. He stood closer to my door entrance and spoke over me repeating himself. I started to feel intimidated and nervous for my safety so I went through the process. He hovered over me coaching me through the phone call and showing me the information on his phone to provide the company while enrolling. I felt very pressured and uneasy. I prioritized my physical safety and proceeded. Right after, his female colleague intervened and provided me with her phone number. I received no contract or information. The male agent kept repeating he didnt have the contract information and seemingly pretended he had no service on his phone to show me the ConEd website. It was bizarre but for the safety of myself and my family, I proceeded and immediately called ConED after to put blocks on my account blocking all ESCOs including Mpower. I contacted the agent and a voice messaging service had the male agents voice saying you have reached money man you already know leave a message and I will return your call.The guy kept pressuring me to complete the phone call and not let the person completing enrollment know that they were with me. I put the lady enrolling me on hold and when I returned, she asked me if the agent was with me. I got scared and for my physical safety, I followed the agents instructions in fear of being harmed.

  Customer Answer

  Date: 03/06/2023

  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.
  

  I called Mpower and spoke to an account specialist. Within 10 minutes, he provided me with a cancellation number and written documentation (via email) that the account was cancelled. Shortly after, I received a response from the customer service email that I messaged on Saturday. I provided the cancellation number and asked them to confirm it was cancelled. **************** email sent me a confirmation that it was cancelled, as well. 
  

  As of now, I have two written proofs that the account was cancelled. I appreciate your time!

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

  
  

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  These people called me from ****************. They had all my information already, and were talking about extending my contract. I have no idea who they are or how they got my information. I have never done business with these people. I called the number back and got a voicemail that directed me to **********. I searched this number online and found the name Mpower Energy. I have no idea who this is. I have no idea whether they are trying to steal from me. I want them to delete my information, stop any charges, and never contact me again.

  Business Response

  Date: 03/16/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. 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 lists. 

  
  We note that you enrolled your account when a representative visited your home in May of 2022. We appreciate your interest in renewable energy and hope you decide to go green in the future.

  
  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.

• Initial Complaint

  Date:03/02/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  On 2.14.23 in the evening, I was solicited by a young sales **** ****** He kept knocking at my door, so I answered and he said he was here to notify me of my Pepco benefits because I had not lived there at the time when he said he notified the others in the building of the benefits. He showed me a pamphlet about going to green energy through MPower and asked to see my Pepco account number to see if I was who I said I was. I (regrettably) showed him and he then said a person from MPower is going to call me to ask some questions and he would guide me through them. They called and asked if he had left the premises and prompted me to say yes (I would also like to add I was a woman alone at the time) and then was asked a series of questions by a woman who didn't speak English well, but he kept prompting me to say yes. By the end, he left and said I'd get a call tomorrow and would receive an email with my contract and T&Cs as well as a text message and a follow-up call. I NEVER received any of those, but recently received a notification from Pepco that my new energy supplier was MPower. I never signed any contract, have called to try and cancel, and my Pepco is aware of the situation. I would like to cancel my service with MPower Energy NJ IMMEDIATELY or will have to take further action as I was pressured and the switch took place with no contract present.

  Business Response

  Date: 03/21/2023

  We apologize for any inconvenience or confusion. We attempted to reach you in order to receive more information and clarity regarding your interaction with our agent, but unfortunately, none of our voicemails were returned. At this time, we can confirm that we have terminated your enrollment, removed your information from our database, and placed your address and phone number on our internal do-not-knock and do-not-call list.  Additionally, we can confirm that your accounts are now inactive with Mpower Energy, and your last billing cycle was placed on our ****************** program while we awaited your utility to decide your last day in service with Mpower.

  
  

  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 carefully 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 avoid instances such as the one described in your complaint, 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. The sales agent is trained to leave the customer's premises before that call takes place. 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 and that enrollment with Mpower is voluntary and not mandatory.

• Initial Complaint

  Date:03/01/2023

  Type:Order 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.

  At 5:00 PM on February 28th, 2023, a representative from MPower Energy knocked on my door and told me that they were there to "verify" my energy bills. They stated that there is, "Carbon readings are too high for my area". They asked to see page 2 of my billing statement from my current energy and gas provider. I told them to come back in 30 minutes.After researching MPower, I have determined that they are a company that act as middlemen to get get me to switch with another power company with my consent.This policy is very deceptive and manipulative. I am unsure how many additional people in my building have fallen for this scam.I wish to never be contacted by MPower again and put on any, "Do Not Knock" list in the future.Thank you

  Business Response

  Date: 03/01/2023

  We apologize for any inconvenience or confusion. At your request, we have placed your address on our Do Not Knock list.

  
  As a regulated entity, we strive to provide our customers with the highest level of service and transparency. To address the issues raised in your complaint, we have launched an internal investigation to review the details of your interactions with our sales agent. We assure you that we will take ***** measures to ensure that these issues are promptly corrected.
  

  
  Please note that 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. Each customer is required to execute a detailed written contract identifying who we are and specifying all terms of our relationship with our customers. Promptly thereafter, each new 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.

  Customer Answer

  Date: 03/03/2023

  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

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I was approached late at night by a "salesperson" who though polite and friendly scammed me into handing out personal information regarding my energy bill and account information not disclosing the charge of service and distracting me while on the phone with the supposed company. I tried contacting the company and never heard a response as I do believe it to be a scam. I attempted to cancel my supposed membership but is unable to get ahold of anyone. I want to cancel this without any fees as I was scammed into signing up and asked about personal account info without fully being aware of what was going on.

  Business Response

  Date: 03/07/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. We appreciate your interest in renewable energy and hope you decide to go green in the future.

  
  We want to assure you that our company is not a scam. We are a regulated entity that operates within the guidelines set forth by the regulating commissions in your state. We take our responsibilities seriously and work hard to ensure that our customers can trust us.

  
  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.

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  About a year ago, a deceptive individual misrepresented themselves as city workers for the building, and said they would help get a discount; as can be seen from all the recent complaints, I had a similar experience to them. This service is always more expensive, it's a fraudulent business model based on deception; a scam.I waited for the year long contract to end, after realizing there was the opposite of a discount. I called in January to cancel a bit early, being fed up with them, and the representative begged me to wait out my contract. I told him to make sure not to renew my contract, and after 45 minutes, he finally said he'd put a note in. In the past few days, I have not been able to reach an agent to confirm that the service is not renewed.

  Business Response

  Date: 03/16/2023

  We apologize for any inconvenience or confusion. We attempted to reach you in order to receive more information and clarity regarding your interaction with our agent, but unfortunately, none of our voicemails were returned. At this time, we can confirm that we have terminated your enrollment, removed your information from our database, and placed your address and phone number on our internal do-not-knock and do-not-call list.  Additionally, we can confirm that your accounts are now inactive with Mpower Energy, and your last billing cycle was placed on our ****************** program while we awaited your utility to decide your last day in service with Mpower.

  
  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 carefully 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 avoid instances such as the one described in your complaint, 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. The sales agent is trained to leave the customer's premises before that call takes place. 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 and that enrollment with Mpower is voluntary and not mandatory.

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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.

  A sales representative showed up at my apartment on 02/25/2023 claiming that they are from mpower energy and wanted see my **** energy bill. They said my energy bill will be reduced if I sign up with them. I foolishly shown them my details and did sign on a document not knowing what it was. Also, they made me call a number and verify the information. I tried calling the same number after they went away and it was not working. Now I found out this was a scam and I want to get out of the contract as soon as possible.

  Customer Answer

  Date: 02/28/2023

  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

  Date:02/27/2023

  Type:Billing 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.

  An agent came to my door when I wasnt home, and misrepresented himself as an employee of my current utility provided and asked to see a photo of my current bill to see if we were eligible to save on our energy cost, my boyfriend proceeded to show the agent the bill and next thing you know I am receiving a letter from my current provider saying that they have been notified that I have selected to switch over to MPower. Ive never heard of MPower. I did not authorize this change. I will be seeking legal actions if my information isnt removed from your database and this supplier change isnt cancelled IMMEDIATELY!!

  Customer Answer

  Date: 02/28/2023

  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.

   

  Good morning,

   

  This message is in regards to my MPower complaint, I got in contact with the company directly and we came to a resolution.

   

  Thank you

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

   

  
  

• Initial Complaint

  Date:02/24/2023

  Type:Billing 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.

  I'm being billed $200 month for mPower on my gas bill and I have no idea why

  Business Response

  Date: 03/09/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. 

  
  We note that you enrolled your account when a representative visited your home in 2019. We appreciate your interest in renewable energy and hope you decide to go green in the future.

  
  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.

  Customer Answer

  Date: 03/10/2023

  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 agent in 2019 was NOT clear on that mPower sets its own rates and can change them without notifying the end user. Our ********************** costs quadrupled in the last two years with no change to our actual usage- the astronomical increase was solely on mPower pull-through. The agent in 2019 said the renewal energy cost would be LOWER than direct power from the local supplier...that was true for 2 years and then the costs increased without any notice or explanation. We currently have $238.10 in unpaid invoices from mPower that are so outrageously high on supply cost that I refuse to pay them and would like the balance waived.

   

   

   

   

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

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

  Customer Answer

  Date: 05/09/2023

  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

  Date:02/22/2023

  Type:Sales and Advertising 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.

  I just had a Representative come to my door and ask about my Pepco bill, and stating I could get a discount I showed my information not thinking but now I now that it was a scam. I did initial something on a tablet. And I just hope nothing fraudulent happens on my account. Id really like to cancel anything I may have signed up for

  Customer Answer

  Date: 02/22/2023

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