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:03/14/2024

  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.

  Spring Power & Gas charged me $80 more than what PSEG would have for the same service. Instead of a $170 fee, they charged me over $250. This is not by any means a reasonable difference between providers for the exact same services. This is an aboslute scam and I would like to warn other users about this company devoted to stealing from honest consumers.

  Business Response

  Date: 04/11/2024

  Spring Power & Gas (Spring) considers this matter resolved.  After the receipt of this feedback, our team member contacted the customer to address the charges.  Based on the team members feedback, we have confirmed the changes in energy usage.  We have also explained the difference between supply and delivery charges, which seemed to be the key issue. The customer was provided with our contact information in the event that there are other questions.

• Initial Complaint

  Date:03/06/2024

  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.

  One of the employees of this company came to my door telling me I needed to switch energy providers as our complex was requiring it. He then asked to see my electric bill and went onto my account and switched over my energy provider to this company. I have now received 2 bills that have displayed triple the amount of energy I typically use. My bill has shown I have been using almost 3000kwh, which is impossible in my apartment. This company is not legit and needs to have their rating as F. I will be speaking with my lawyer to see how I can get this company shut down or at least pay settlement. Many people have the same exact story as I do.

  Business Response

  Date: 03/28/2024

  We apologize for any inconvenience you experienced. At Spring Power & Gas, our enrollment process is designed to prioritize customer protection and ensure transparency regarding the switch to our supply service. To complete a sale, customers must undergo a recorded third-party verification call where they accept key service points with Spring.
  Upon receiving your complaint, we conducted a comprehensive review of your account. Despite our repeated attempts to contact you, we have not been successful in establishing communication. Your complaint mainly revolves around the recorded usage billed by Spring. However, after our thorough review, we found that the total combined usage billed by Spring during the period of your account's activity does is far less than the reported 3000 kWh.
  While the utility is responsible for recording usage at your service address, we are eager to assist you further. We encourage you to contact us at your earliest convenience so that we can conduct a thorough review of your account and address any concerns you may have.

  Customer Answer

  Date: 03/29/2024

  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]

   I have not received a refund for my bills. They stated that the kWh numbers I provided were false when they are true. I can present my bill sent to me by pepco and show the reading of the meter

   

   

   

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

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

  Business Response

  Date: 04/16/2024

  Upon reviewing the meter reads provided by the utility and from copies form the bill sent by the customer, it appears that there may be discrepancies between the described usage and the actual usage recorded for the combined billing cycles. Our customer service manager conducted a thorough review of the billing details during the follow-up call and confirmed that your billing was accurately aligned with the usage meter data provided by the utility.

  In light of this, the customer was encouraged to reach out to the utility directly to verify the meter data and address any concerns you may have regarding your usage.
  The customer has been encouraged to contact ********************************************* & Gas at **************, should there be any further questions or require additional assistance. 

• Initial Complaint

  Date:01/26/2024

  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.

  Rep presentative Said she worked for Peco but she actually works for Spring and Gas.

  Business Response

  Date: 02/01/2024

  We regret to learn that your encounter with ** was less than satisfactory. At Spring Power & Gas, our sales teams adhere to a policy mandating that an identification badge is worn to designate them as representatives of Spring. Spring does not enroll a customer without explicit consent, which involves the customer providing authorization and undergoing a third-party verification (***) process.

  Throughout the verification process, customers are prompted to acknowledge, through a Yes/No response, their consent to proceed with enrollment. The *** process is designed to reconfirm all essential service details, explicitly emphasizing a statement disclaiming any affiliation with the utility provider. At the point of sale, customers receive a welcome pack containing the terms of service and a comprehensive cancellation policy.

  We genuinely value your feedback and would like to learn more about your experience. Please reach out to us promptly at ************** and request to speak with a supervisor. Your insights are crucial to enhancing our services, and we look forward to addressing any concerns you may have.

• Initial Complaint

  Date:12/01/2023

  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 recently moved here from AZ and was approached at my home a couple months ago by someone from Spring Power & Gas who advised me that i had to choose a company for my suppler for electricity. He advised me that they could provide service for ************************************************ until i cancelled service. All went well first month. I recently received my bill and was a bait and switch where i'm being charged 15 cents a kilo and being told that i was never promised as stated originally and as confirmed when i agreed over the phone with agent in my home and agent on phone to confirm what agent at my home was telling me. They refused to change my service to what was promised and i cancelled my service. They are complete scammers and will not allow me not to used them again but of another month trapping me to pay them again for their bait and switch! you need to put a stop to these people they're taking advantage of us elderly people on SSD and robbing us blind. Please help me!

  Business Response

  Date: 12/22/2023

  We regret hearing about your experience and acknowledge your frustration with the ongoing increase in energy prices due to global demand.Although we cannot control this global trend, we are dedicated to assisting customers in managing their energy costs.
  To ensure transparency, all customer enrollments undergo verification by an independent verification team (***). During this process, an enrollment will be automatically rejected if a customer does not agree,expresses uncertainty, or decides to change their mind. The *** process reaffirms all key service points, including a statement confirming no affiliation with the utility.
  We are pleased that we were able to address your concerns over the phone and encourage you to reach out to us at **************, Monday to Friday from 9 am to 6 pm, if you have any further concerns.

• Initial Complaint

  Date:10/25/2023

  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.

  Someone by the name of *********************** came to my door acting as if he was a BGE employee when he works for a company called the Spring Power &Gas he enrolled me into something that he did not explain to me and I was unaware that he enrolled me into a different gas and electric supplier and I am filing a complaint because what he did was a scam he stated to me that BGE is giving out free light bulbs ************************** ******* and a $50.00 credit on my BGE bill .

  Business Response

  Date: 10/30/2023

  We apologize for the inconvenience you experienced and appreciate the opportunity to address your concerns during our recent phone call. As per our discussion, your enrollment with Spring Power & Gas has been canceled as requested.

  At Spring Power & Gas, our representatives wear ID badges clearly stating that we are not affiliated with any utility company.They also don ********branded jackets, hats, and polos. Additionally, all customer enrollments undergo verification by an independent third-party,detailing the key aspects of our variable-priced offer. To proceed with enrollment, customers must acknowledge these vital service points during the verification call, including information confirming our lack of affiliation with any utility company. Any deviations from these guidelines are thoroughly investigated by our compliance team.

  Our enrollment process is meticulously designed to offer clear indicators of an enrollment with Spring Power & Gas. Your feedback has been promptly relayed to our sales managers for an immediate review. Should you have any further concerns, please feel free to contact us at ************** and ask to speak with a supervisor.

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising 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.

  Two men came to my door the first guy named ******* said he was from BGE and he had to check my meter because the bill was too high. Then be turned around and said he sent notices to my address but no one answered. I really didnt think anything by it. I had my three small kids running in the background making noise and my husband wasnt home..They asked me if my bill was too high and that I needed to transfer to them to lower my bill. Again, I wasnt really sure what what going on. I showed them the account with BGE and they enrolled me. I had a voice verification and the other guy that was with him made me put it on speaker. Once I had a moment to think about what happened I googled the company and saw it was a scam. I immediately tried calling the customer service number but no one would answer it. This is a scam and I needed my account to be canceled. Also my BGE was in my husbands name and he wasnt home so how can they transfer me over without his consent. I need this to be resolved. I dont want this company and why would they lie and say he was with BGE? I have surveillance footage to prove this. Im also disabled and they could tell and they used that as their leverage..

  Business Response

  Date: 10/23/2023

  
  We apologize for your unpleasant experience. Your concern was promptly forwarded to our sales team for a thorough review.
  As a matter of policy, all Spring Power & Gas sales representatives are required to wear an ID badge that clearly identifies them as part of our team. We take the security and trust of our customers seriously,and our enrollment process is designed to provide clear indicators that it is a request to enroll with Spring for supply services.

  Upon receiving your complaint, we launched an immediate investigation into these claims. Our records indicate that one of our customer service representatives was able to contact you on the next business day to address your concerns. This timely response was due to your attempt to reach us outside of regular business hours.

  If you have any further concerns or require assistance,please feel free to contact our customer service at ************** during our business hours, which are Mondays to Fridays from 9 a.m. to 6 p.m. We are committed to resolving any concerns that you may have.

• Initial Complaint

  Date:09/20/2023

  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.

  They set up an account for me with their company without my authorization and are still trying to bill me. They havent sent the bill, but they said Ill owe one

  Business Response

  Date: 10/05/2023

  Spring Power & Gas has investigated this claim and has found that this account was canceled within the rescission period at the request of the account holder.  This request was made via a phone call to our customer service team, one day after enrollment was submitted. This account was canceled without penalty and is not active.This account was not billed by Spring Power & Gas.  As a courtesy, this account has been placed on an internal Do not contact list. 

• Initial Complaint

  Date:09/18/2023

  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.

  About 2-3 weeks ago, a company rep knocked on my door and told me he was from PECO and was here to help adjust my bill. He took my phone, pulled up my PECO bills and took all of my information off of it and put it in his tablet. He then used my phone to call his ACTUAL company to do a voice verification. After he had signed me up and fraudulently represented himself as a PECO worker, he told me he was actually from Spring Power and Gas. After he left I was sent a contract which explained things that were absolutely not what this man told me to my face. Not even close. This contract also said I could cancel within 3 days with no charges or cancellation fees. I called within that time and they still tried to stop me from cancelling. Now Im getting billed for a weeks worth of service because apparently I need to still pay them for the weeks worth of processing time to switch me back to PECO. Im being charged $70 for a weeks worth of service and thats double what I was paying PECO. They scammed me out of money and definitely are not saving people money like they claim to be doing.

  Business Response

  Date: 10/05/2023

  Thank you for sharing your feedback with us. Our enrollment process is designed to provide transparency during the enrollment process. Each customer must complete a recorded third-party verification call confirming the desire to enroll with Spring Power & Gas (Spring). 

  We are happy that we were able to address your concerns by phone and clarify the difference between supply and delivery charges. Your Spring supply costs were just a fraction of your entire billing, totaling $3.80 for the period in question.

  We appreciate your feedback. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team at ************** and ask to speak with a supervisor. 

  Customer Answer

  Date: 10/06/2023

  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 amount I was actually charged was NOT only $3 and some changed. When I called the ACTUAL PECO company they made it clear that the almost $70 I was being required to pay was from Spring Gas. I was never charged a balance of $3. Any and all charges were significantly more. I should not have been charged anything anyway even if theyre claiming it was only $3 because their policy states there is no cancellation fee if cancelled within three days. Additionally, their door to door sales rep was in no way transparent seeing as how he represented himself as a PECO employee and only identified himself as another company after he had my information and had me signed up. Since filing this complaint, I have seen every other review of this company and it all outlines the same kind of fraudulent representation. Doing a phone call to verify with the customer really only works if the sales rep actually tells the customer what theyre actually signing up for. You cant have someone sell you on something and then get you to confirm that via phone authentication and THEN give you the real contract and call it transparency. Im not sure how or why this company is still allowed to be operating in light of many people reporting fraudulent sales people and scamming people.

   

   

   

   

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

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

  Business Response

  Date: 10/23/2023

  We would be happy to offer further clarification regarding the charges on the bill provided by the customer. It appears that the information being provided by the utility is incorrect. In the image provided by the customer, labeled as "********," these details confirm the charges billed by Spring Power & Gas. This charge can be found under "Electrical ***************************** specifically line items number 6 and 7. All other charges are outside of the service period with Spring Power & Gas.
  

  It's important to note that this account was canceled without incurring any penalties, and the customer was billed for 1 day of service. As a courtesy, Spring Power & Gas will refund the supply charges billed.A check will be mailed to the account holder using the address on file within 30 days.

  
  For additional assistance, we encourage the customer to reach out to us at ************** and request to speak with a supervisor.

  Customer Answer

  Date: 10/25/2023

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