Complaints

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

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• 

  PALMco

  8751 18th Ave Brooklyn, NY 11214-4605

• 

  INDRA Energy

  1515 Market Street Suite 1200 Philadelphia, PA 19102

• 

  PALMco

  10000 Lincoln Dr E Ste 201 Marlton, NJ 08053-3105

• 

  PALMco

  1 Greentree Ctr Marlton, NJ 08053-3105

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:01/09/2023

  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.

  Attempted fraud: on 1/4/23 at 12:07PM I got a knock on my door from a salesperson who was working with Indra. I recently had to cancel a supplier from way back that decided to double my rate during Christmas and I had never heard of Indra so I thought maybe the person was helping me finalize it or something, I was very confused at the time because of how deceptive and unclear they are and I didn't know what I know now. Anyway, I let them look at my bill that was from that December, and they told me that my energy here HAS to be green and that mine was not. I couldn't really ask my questions because my cat kept attempting to escape the door so I was too preoccupied with her. They then tell me I need to e-sign and that it will fix the problem. Of course what I ended up signing I only now know was a contract but they had zoomed onto the signature line on their phone and I couldn't even see what the entire document was. They had enrolled me into their services, making themselves my new energy supplier instead of *****. Now, trying to fix my new problem and get back to only using *****, I have not been able to successfully reach ***** due to high call volumes. In the contract with Indra they gave me a 10 day period after enrollment of no fee service cancelations with their provided customer service number. I called and explained that I wanted to cancel due to deceptive practices and that I never wanted enrollment in anything. They said it is impossible to cancel my service because my account was not "active" yet but that when I receive my "welcome package" in the mail it would be? And to call and cancel then. However, it's really pushing the period I was given I mentioned earlier and I doubt I'll get that package anyway, I didn't believe a word they said. They asked if I was satisfied with the resolution and I said 'No, I want this canceled now but you're telling me that's not possible" and that was it. Please contact me if more information is needed to resolve this.

  Business Response

  Date: 01/13/2023

  Indra Energy (Indra or the Company) takes these matters seriously and appreciates ************************* (the Consumer) for bringing this to our attention. In response to her concerns, we researched our records and confirmed that ************ enrolled her electric account with Indra on January 4, 2023. Shortly thereafter, the pending enrollment was rescinded, per her request; therefore, she will not receive any service or charges from Indra, nor be charged a cancellation fee.
  
  Please be assured that Indras sales agents are trained to completely adhere to our policies and guidelines when presenting our programs to customers. When sales agents engage in negotiations with customers, agents provide their first name, state they are there on behalf of Indra (not acting on behalf of the utility), and the purpose of the solicitation. The sales agents are also trained to not engage in misleading, deceptive, or aggressive conduct.
  
  Upon receipt of her complaint, we immediately reached out to our door-to-door sales team and vendors regarding ************** concerns. Additionally, in a good-faith effort to provide a resolution, we have placed her address on Indras internal Do-Not-Knock list.
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  
  

• Initial Complaint

  Date:01/05/2023

  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.

  December 20, 2022/January 4, 2023 bill:Received a bill from PSEG which included a charge of $91.82 for PALMco power, **, LLC.When I called PSEG about the charge they said I signed up for PALMco. PSEG said I would have to contact them to resolve since I did not sign up or authorize the service. Called PALMco to resolve. PALMco said I signed and authorized the device in October because I received a notice. No notice was ever received and I never authorized or signed up for service from PALMco. PALMco said because there was no sign up they automatically billed to PSEG.PSEG notified me that the service ended as of 1/18/2023. No service was authorized by myself. PSEG went ahead and placed PALMco service charges and never acknowledge this. Removal of charges were never made.This is the second time this year PSEG has added third party charges to my account without my authorization. PSEG and PALMco are both accountable .***************************** account ********** *** ** ***** ********************************************************.

  Business Response

  Date: 01/18/2023

  Indra Energy (Indra or the Company) appreciates **************** (the Consumer) for bringing this matter to our attention. Our records show that his electric account was enrolled with Indra Energy (Indra or the Company) on October 12, 2022. Per his request on December 27, 2022, Indra processed **************** cancellation request and as a result, the accounts last day will be on or around January 18, 2023, as determined by the utility. The ********* electric account will not be charged a cancellation fee.  
  Indra takes these matters seriously, and upon receipt of his concerns, we immediately reached out to our door-to-door sales team and the vendor. Out of an abundance of caution, we are retraining our sales agents, and they will continue to undergo the monthly scheduled retraining sessions to ensure they remain fully compliant. 
  
  Additionally, Indra has been unable to substantiate **************** allegations pertaining to a charge of $91.82.Upon receipt of the ********* complaint, we conducted an analysis of his electric account and determined that his total supply charge for the one (1)bill he received from Indra was $67.36. This is not an additional charge; it is the supply charge for the amount of electric he consumed.
  
  For clarification purposes, *************** electric bill is comprised of two portions: the supply portion and the delivery portion. Indra was only responsible for the ********* supply charges,while the utility continued to charge for delivery. Had his electric account remained with utility, **************** would still have had to pay the utility for both supply and delivery at the utilitys rate.
  
  Furthermore, our analysis shows the Consumer saved approximately $2.08 during the disputed billing cycle,as his rate for supply with Indra was below the utilitys rate during this time.Additionally, **************** will continue to receive a rate that his below or equal to the utilitys rate for his final bill with Indra.
  
  On January 16, and 17, 2023, a member of our ********************* contacted the Consumer in an attempt to discuss the above-mentioned information. Detailed voice messages were left, and **************** was advised to contact us with any questions. To date, he has not returned our calls.
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  

  Customer Answer

  Date: 01/18/2023

  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:In

   

   Indera has not acknowledged that the third party account was never set up. No authorization was given for such an account.. Further no adjustments have been made to reverse the charges

   

   

   

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

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

  Business Response

  Date: 02/01/2023

  Indra Energy (Indra or the Company) understands **************** concerns and takes these matters seriously. Upon receipt of his complaint, the sales team was immediately notified of his concerns and underwent their monthly scheduled retraining sessions to ensure they remain fully compliant.
  
  Contrary to his billing allegations regarding a lack of adjustments, and as previously reported in our initial response, our records confirm that his rate for supply with Indra was below the utilitys price to compare for the only two (2)billing cycles **************** received service from Indra. As a result, he saved approximately $2.09 during his entire tenure with the Company. Therefore, no credit is available.
  
  A member of our Compliance team contacted **************** on January 16, 2023, January 17, 2023,and February 1, 2023, in an attempt to discuss his concerns. Detailed voice messages were left; however, to date, our calls have not been returned.
  
  We hope this response has clearly and meaningfully addressed your concerns. If you have any additional questions, please do not hesitate to contact me by email at: **************************************

  Customer Answer

  Date: 03/01/2023

  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:

  [Your Answer Here]

   First and foremost no service from Indera was ever authorized. No communication whether it happened by a letter or phone call was made. The failed to acknowledge this. I still get calls from your company.. Slamming ng of public utilities is illegal. Total refund should be made. 

   

   

   

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

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

• Initial Complaint

  Date:12/30/2022

  Type:Product 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.

  PALMco Energy of ** LLC/Indra fraudulently changed by gas and electric services. My fiance was under the impression he was signing and providing information to assist the sales rep in proving he visited our residence. My fiance is NOT an account holder or authorized user on our PSEG bill. They do not want want to cancel services ASAP.

  Business Response

  Date: 01/13/2023

  Indra Energy (Indra or the Company) appreciates ********************************* (the Consumer) for bringing this matter to our attention. Per review of our records, on August 18, 2022, *** ************* **************** *******, completed a Signed Contract confirming his decision to enroll the electric and natural gas accounts with Indra into variable rate plans.  The Enrollment Confirmation packages, including the terms and conditions of the agreements, were provided to ****************** following the enrollment.
  
  On December 30, 2022, ****************** contacted our customer service department regarding her ********************** accounts. The representative explained the account details, at which time the Consumer requested cancellation. The representative immediately processed the cancellation, and as a result, the accounts last days will be on or around January 25, 2023, and February 24,2023, respectively, as determined by the utility. The Consumers energy accounts will not be charged a cancellation fee. In a good-faith effort to assist the Consumer, the representative also scheduled a callback to further review the account, and on January 3, 2023, Indra left a voicemail message for ****************** with a resolution.
  
  Indra takes these matters seriously, and upon receipt of her complaint, we immediately reached out to the vendor. Based on the vendors response and our review, we have been unable to substantiate ****************** allegations. Notwithstanding, and out of an abundance of caution, we are retraining our sales agents, and they will continue to undergo the monthly scheduled retraining sessions to ensure they remain fully compliant.  
  
  On January 13, 2023, a Compliance representative spoke with ****************** regarding her concerns, wherein she acknowledged her understanding, accepted the resolution as satisfactory and thanked us for the assistance.
  
  Indra makes every effort to review and appropriately resolve consumer complaints. Please do not hesitate to contact us at ************************************* with any questions or concerns.

• Initial Complaint

  Date:12/22/2022

  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.

  I have been in my house for over 30 years and have never experienced electricity price gouging as I have with this company. I will be 80 years old in April and this company charging upwards of over 3, 4, 5 sometimes 6 times as much as BGE would be charging per kilowatt. I don't even know how they took over as my electricity supplier! I have a 1 month bill of over $2000!! Charging me **** per kilowatt and BGE's comp cost is ****!! I can't afford that! My bills went from $300-$500 to over $1500!! They promise low competitive rates and then price ***** you with no warning!! I currently owe $5500!! I see nothing but complaints and law suits now online. They are not allowed to conduct business in OH, how many other states!?! There are hundreds of complaints!! I am requesting some sort of a credit.

  Business Response

  Date: 01/05/2023

  In response to ************************* (the Consumer) complaint, we researched our records and confirmed his electric account was enrolled with Indra Energy (Indra or the Company) on March 24, 2022 into a variable rate plan. The Enrollment Confirmation packages, including the terms and conditions of the variable rate were sent to the Consumer following the enrollment.
  
  On August 31, 2022, Indra received a cancellation notice from the utility that the Company would no longer be the accounts electric supplier as of September 2, 2022. *** ****** electric account was not charged a cancellation fee.
  
  On December 21, 2022, ************** called our customer service department regarding a recent bill. The representative explained the account details and charges. In a good-faith effort to assist with his billing concerns, the representative also scheduled a callback to further review the account, and on December 23, 2022, a courtesy credit was approved for **************. Indra called the Consumer regarding the refund; however, there was no answer and no option to leave a voicemail. 
  
  Upon receipt of this complaint, Indra conducted a second analysis of *** ****** electric account, and in a good-faith effort to help resolve his concerns, Indra has agreed to issue the Consumer an additional refund. On January 4, 2023, a Compliance representative discussed the above information and the Companys resolution with the Consumers daughter, at which time she confirmed she understood, accepted the resolution, and thanked us for the assistance.
  
  Indra makes every effort to review and appropriately resolve consumer complaint. Please feel free to contact us at ************************************* with any questions or concerns.
  
  

• Initial Complaint

  Date:11/28/2022

  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.

  Called every day, multiple times a day once for at least four days straight before the calls stopped only to pick up again once a day for a few days. They keep saying after I waste their time for a bit that they will remove my name and it will take 72 hours. Sounds like I am speaking to some fly by night call center in a third world country. Its fine though, every time they call I will string them along until they get the hint. Cant make money if we answer the calls and waste their employees time.

  Business Response

  Date: 11/30/2022

  Indra Energy (Indra or the Company) appreciates ***************************** (the Consumer) for bringing this matter to our attention. Upon receipt of the complaint, Indra immediately reached out to its telemarketing vendors. Based on our review, ****************** telephone number was contacted on behalf of Indra as a part of an opt-in campaign. Per our records, on November 11, 2022, **************** provided the Company permission, through a participating web page, to contact his telephone number.
  
  Nevertheless, we have placed ****************** telephone number on Indras internal Do-Not-Call list. Please be advised that Indra never enrolled the Consumers utility account, and he will not receive Indras services or charges.
  
  Please be assured that Indras telemarketing sales vendors are trained to completely adhere to our policies and guidelines as well as state and federal regulations. Additionally, the Company implements quality control measures to monitor its vendors to ensure continued compliance.
  
  Indra makes every effort to review and appropriately resolve consumers complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  
  
  Best Regards,

• Initial Complaint

  Date:11/02/2022

  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.

  October 31, 2022 at 11:54 am Indra Energy has called me every other day for the last month or two. I do not know how they have come to have my phone number. I am tired of blocking all of the lines that they have for this business. Please do something about this. It is annoying and they are consistent with calling at all hours of the day.

  Business Response

  Date: 11/09/2022

  Indra Energy (Indra or the Company) takes these matters seriously and appreciates *********************************** (the Complainant) for bringing this to our attention. Upon receipt of the complaint, Indra immediately reached out to its telemarketing vendors. Based on our review, *** ******** telephone number was contacted on behalf of Indra as a part of an opt-in campaign. Per our records, on October 27, 2022, ****************** provided the Company permission, through a participating web page, to contact her telephone number. Our records confirm that she was contacted only five (5) times, beginning on October 28, 2022.
  
  Nevertheless, we have placed *** ******** telephone number on Indras internal Do-Not-Call list. Please be advised that Indra never enrolled the Complainants utility account, and she will not receive Indras services or charges.
  
  Please be assured that Indras telemarketing sales vendors are trained to completely adhere to our policies and guidelines as well as state and federal regulations. Additionally, the Company implements quality control measures to monitor its vendors to ensure continued compliance.
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  
  

  Customer Answer

  Date: 11/11/2022

  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:10/31/2022

  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.

  This company calls me many times a day. I have no idea who they are and I definitely do not want their service.Stop calling me.

  Business Response

  Date: 02/17/2023

  Indra Energy (Indra or the Company) takes these matters seriously and appreciates ******************************* (the Complainant) for bringing this to our attention. Upon receipt of the complaint, Indra immediately reached out to its telemarketing vendors. Based on our review, *** ******** telephone number began receiving calls on October 26, 2022 on behalf of Indra as a part of an opt-in campaign. Per our records, on October 26, 2022, ****************** provided the Company permission, through a participating web page, to contact her telephone number. Indra does not have record of any calls placed to the Complainants phone number prior to October 26, 2022.
  
  Nevertheless, we have placed *** ******** telephone number on Indras internal Do-Not-Call list. Please be advised that Indra never enrolled the Complainants utility account, and she will not receive Indras services or charges.
  
  Please be assured that Indras telemarketing sales vendors are trained to completely adhere to our policies and guidelines as well as state and federal regulations. Additionally, the Company implements quality control measures to monitor its vendors to ensure continued compliance.
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.

  Customer Answer

  Date: 03/07/2023

  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:

  Hi ********,

  
  I recently filed BBB complaint #******** against Palmco/Indra energy. I marked the complaint as resolved because the company informed me I was taken off their internal do not call list.

  However, I continue to receive calls many times a day from them, from different numbers that are generated by a number spoofing system.

  
  I made a new complaint on the BBB and was told to contact you directly. I hope you can assist with getting this company to stop calling me.

  
  Thank you!

  
  Kind regards,

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

   

   

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

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

  Customer Answer

  Date: 03/13/2023

  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:

  [Your Answer Here]

  Despite being told twice now, this company continues to call me every day.

   

   

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

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

  Business Response

  Date: 03/31/2023

  Upon receipt of *** ***************************** follow-up, Indra Energy (Indra or the Company) immediately again reported this to its telemarketing sales team and vendors. As previously confirmed, *** ******** telephone number has not been contacted on behalf of the Company since her number was placed on Indras internal Do-Not-Call list. As such, we believe *** ******** concerns pertain to another company.
  
  Nevertheless, in an effort to further assist ******************, we reached out to her via email on March 27, 2023 requesting more information regarding the alleged calls. To date, we have not received a response from *******************
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  
  

• Initial Complaint

  Date:09/27/2022

  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 have asked this company multiple times to stop calling me.

  Business Response

  Date: 10/05/2022

  Indra Energy (Indra or the Company) appreciates ***************************** (the Complainant) for bringing this matter to our attention. Upon receipt of this complaint, we confirmed that the Complainants energy account(s) were not enrolled with Indra and will not receive service or any charges from the Company. 
  
  Additionally, we have placed *** ****** telephone number on the Companys internal Do-Not-Call list, per her request. We ask that the Complainant allows thirty (30) days for her do-not-call request to take full effect.
  
  Indra makes every effort to review and appropriately resolve consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  
  

• Initial Complaint

  Date:09/26/2022

  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.

  indra energy call me hundred time they say we giving better price (low) after they enrol ************** power&light my bill come unussual its 60$then 659$ this is umposeble usage i m living 2 bedrom condo with my child i m nota businnes place just home this is it cant my ******************* but they dosent back to me now they charge 1259$ could you help me they are lying and people like me believing

  Business Response

  Date: 10/05/2022

  
  In response to **. ***** ********** (the Consumer) complaint, we researched our records and confirmed that the ********* electric and natural gas accounts began receiving service with Indra Energy (Indra or the Company) on March 10 and April 14, 2022, respectively,in an introductory rate of $0.09000 per kWh and $0.35000 per therm, both for the first billing cycle and followed by a variable rate thereafter.
  
  Our records confirm that the ********* energy accounts have been cancelled. Their last days with Indra were on August 10, 2022 and September 13, 2022, respectively. Neither commodity was charged a cancellation fee.
  
  On September 14, 2022, the Consumer called our customer service department regarding her billing. The representative explained her charges and confirmed her cancellation. In a good-faith effort to assist with her billing concerns, the representative scheduled a callback to further review the account, and on September 16, 2022,Indra issued ********************** a courtesy credit.
  
  Upon receipt of her complaint,we conducted an analysis of the ********* energy account, and it appears there was an increased electric usage reported to us by the utility, which in part resulted in a higher invoice. For reference, during her June 2022 billing cycle, ********************** consumed 581 kWh, while ***** kWh and ***** kWh were consumed during her July 2022 and August 2022 billing periods. Please be advised that Indra does not read any meters, as the utility handles all of the billing including customer meter-readings. Additionally, ********************** never charged the Consumer $1259 for supply, as alleged.
  
  Based on our review, we have been unable to substantiate **. ********** allegations and have determined that her account was charged for supply correctly in accordance with her agreement. Notwithstanding, in a good-faith effort to assist with her billing,Indra will issue the Consumer an additional courtesy credit, which will be sent directly to the utility to be applied to *** ********** electric account within 1-2 billing cycles.
  
  On September 29, 2022, a Compliance representative spoke with ********************** regarding the above information, at which time she confirmed she understood and accepted the resolution. Please note that, during this conversation, the Consumer stated that her main complaint was regarding the utilitys electric meter-reading for her July 2022 and August 2022 billing. She was advised to contact the utility regarding her concerns as Indra does not read any meters, which is handled by the utility.
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  
  
  

• Initial Complaint

  Date:09/07/2022

  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.

  ***** ****** came to notify me that my city's electric aggregation contract was ending soon,(false after I contacted the city recently) and let me know they could help me keep My electric bill just as low(4.2-4.8 cents per kWh). Also false. It was like that for about two billing cycles, and I was told it would be variable between lowest possible prices on market after(they said they'd negotiate lowest possible prices for power during the summer and winter) but what they seem to have meant by that is that it would be their companies lowest rate, NOT lowest competitive market prices. It was also not variable, they then stuck me at a fixed rate of 19.~ cents per kWh. I used a large chunk less electricity recently due to struggling financially, and was stuck with a power bill 108$ more this month due to it. I was promised lower rates, and not told that my bill would ********** a guarantee, be much higher than it already is. Upon talking to the company myself, they put in a refund request, and said they could do 25$. This is unacceptable, and their business practices are predatory, bar none. The people they have sign you up are nice, presentable, and friendly, but frame ***** ****** as something that could save you tons of money, when they know full well that your bill will end up being significantly higher than it is already after they rope you in. This company is very misleading, and outright liars when it comes to what they state their prices are. I would have never switched to them and energy providers if they had been honest and let me know exactly what prices would be, rather than tell me the first months' prices, all the while hiding their intent to multiply it by 5. These people are preying on any poorer neighborhood they can find people who want to save on their bills. I am now stuck with this months bill, and I will have to stick till next month s cycle is over as well, due to the time it takes to transfer providers being a billing cycle

  Business Response

  Date: 09/21/2022

  In response to ******************* (the Consumer) concerns, we researched our records and confirmed he enrolled his electric account with ***** ****** (Indra or the Company) and on May 27, 2022 into an initial rate of $0.04800 per kWh for the first month, followed by a fixed rate of $0.19770 per kWh for twelve (12) billing cycles.
  
  On September 1, 2022, the Consumer contacted our customer service department regarding his electric account, at which time the representative reviewed the details of his fixed rate plan. In a good faith effort to help resolve his concerns, the representative also scheduled a callback to further review the account, and on September 7, 2022, ************** was issued a courtesy credit.
  
  On September 1, 2022, the Company also received a cancellation notification from the Consumers utility that Indra would no longer be the accounts electric supplier effective September 29, 2022. The Consumer was not charged a cancellation fee.
  
  In reference to the sales presentation, please be assured that Indras sales agents are trained to completely adhere to our policies and guidelines when presenting our programs to customers. When sales agents engage in negotiations with customers, agents provide their first name, state they are there on behalf of ***** ****** (not acting on behalf of the utility), and the purpose of the solicitation. The sales agents are trained to not engage in misleading or deceptive conduct, and to not make false or misleading representations. Based on our review, Indra has not been able to substantiate ********* allegations. Notwithstanding, out of an abundance of caution, we are retraining our sales agents, and they will continue to undergo the monthly scheduled retraining sessions to ensure they remain fully compliant.
  
  Upon receipt of his complaint,we conducted a cost analysis of *** ****** electric account, and based on our review, we confirmed that the account was billed correctly in accordance with the terms and conditions of his agreement; therefore, no further credit is warranted.  
  
  On September 21, 2022, a Compliance representative left a voice message for ************** in an attempt to discuss the information above.
  
  Indra makes every effort to review and appropriately resolve consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.