ComplaintsforNationwide Energy Partners, LLC

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m am being over charged for my electric bill I was out of town for 3 weeks and came back to a light bill of 502 for a 2 bedroom apt my bill has never been this high ever even when I am home they producing inaccurate meter reading something has to be done about this you tell by previous months my usage has never been this high . So how is the highest ever when I’ve been away from home

  Business response

  06/20/2024

  Dear **********,
  
  We genuinely value your input as a resident of a Nationwide Energy Partners (NEP) partner community, and we appreciate your contacting us.
  
  Our resident support supervisor and your property management team have reached out to you directly to discuss and better understand your concerns. We know unexpectedly high bills are never fun, and we sincerely hope these conversations brought some clarity. 
  
  To reiterate, NEP individually meters and bills every multifamily unit in the communities we serve using state-of-the-art industrial meters. These meters are extremely reliable and rigorously tested before they leave the manufacturing facility, where they are certified for accuracy. During our 25 years of operations, NEP has carried out hundreds of meter tests and 100% were deemed accurate by third-party testing companies. Additionally, the property management team at your community has informed us that one of their technicians checked the thermostat in the unit to ensure it is working correctly.
  
  Keep in mind that many variables can impact the amount of electricity used in a unit. Some examples are unit size, location, weather, insulation, construction quality, heating/cooling efficiency, personal habits, and more. As such, we cannot speculate on what is using electricity in your unit, but we are confident in the accuracy of the meter measurements for your unit. For helpful tips on reducing usage, please visit our conservation tips page on the resident website (****************).
  
  Finally, NEP always bills at a rate that is at or below what the local utility would charge for the same usage amount. You can verify this rate for yourself by visiting the Public Utilities Commission of Ohio’s Utility Rate Survey Dashboard (****************)
  
  If you have questions about using this dashboard or any concerns about your account, please call our resident support experts at ###-###-####, Monday through Friday, 8:00 a.m. to 6:00 p.m. EST. 
  
  Sincerely,
  
  
  Nationwide Energy Partners

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NEP continues to disconnect peoples power and if not paid by a certain hour, they make you wait until the whole following day before reconnecting your service and at this point, it is starting to seem as if they are taking my money and not providing the service i am paying for. i was told to make a payment of a specific amount by 2pm today in order to have my service reconnected today. i made the payment at 12:21pm. it is now 4:27pm and i remain without power in my home. they have chosen to have an all company meeting since noon today and they close at 6pm today and the only people that their phone number gives you now is a team who is just sending emails to them reporting our calls which clearly no one is seeing if they’re all in a meeting. this is the worst service i have ever experienced and i expect to be prorated for the payment they received and the service that has NOT been given to me.

  Business response

  06/05/2024

  Dear *****,
  
  Thank you for your valuable input as a resident of a Nationwide Energy Partners (NEP) partner community.
  
  We appreciate your concerns and apologize for any miscommunication or misunderstanding. Our resident support supervisor has contacted you to address this issue directly. We trust this conversation has resolved your concerns.
  
  Of course, if you have additional questions or concerns, please do not hesitate to contact our resident support experts at 877-818-2637, Monday through Friday, 8:00 a.m. to 6:00 p.m. EST.
  
  Sincerely,
  
  
  Nationwide Energy Partners

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has more than doubled it's rates and the charges have become very inconsistant. I live alone in a well built well insulated apartment with people on each side of me. My bills in the last year have increased by more than $100 a month sometimes $200. I live alone, and utilites are not utililized like a regular household. Laundry and dishes once a week and heat is off sometimes more than a week at a time. We all live in this community and we are all complaining and are victims to these crooks. Some are paying over $700 a month. They don't allow payment plans or budget bills. I want to see them looked into, something is not right. Not when they are charging double than what ATT is charging.

  Business response

  04/12/2024

  Hi *****,
  
  We value your input as a resident of a Nationwide Energy Partners (NEP) partner community.
  
  NEP is contractually obligated to never charge at a rate exceeding the local utility’s rate for the same usage. In other words, we bill at a rate that is the same or less than what *** would have charged you for the same usage amount. As the media widely reported last summer, American Electric Power’s (AEP’s) rates increased in June 2023 by about 28%. Implications that we bill residents at a rate greater than the host utility’s all-in residential rate are incorrect. You can verify your rate for yourself by visiting the Public Utilities Commission of Ohio’s Utility Rate Survey Dashboard (*******************************************************************************
  
  Each multifamily unit we serve is individually metered and billed for the actual usage. NEP uses state-of-the-art, industrial meters. These meters are incredibly reliable and rigorously tested before they leave the manufacturing facility, where they are certified for accuracy. Over our 25 years of operations, NEP has carried out hundreds of meter tests and 100% were deemed accurate by a third-party testing company. Although we will not speculate on what is using electricity in any given unit, we have great confidence in the accuracy of the total amount measured.
  
  One appliance that can use a lot of energy during Ohio winters is the heat pump. Commonly used in central Ohio apartments - and typically efficient most of the year - heat pumps can be incredibly inefficient during very cold weather heating a residence. *** ****, President, and CEO of the North American Reliability Corporation earlier this winter said: “…once you get to a certain point where the heat pump can no longer heat your house, it flips to a backup source of heat, which is typically electric-resistive strip heating. This is highly inefficient.”
  
  Watch our video at **************** to learn more about how heat pumps heat your unit and why they can be inefficient.
  
  Finally, NEP does allow for payment plans. You can learn more by contacting our resident support experts at ###-###-####, Monday through Friday, 8:00 am to 6:00 pm EST.
  
  
  Nationwide Energy Partners

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Description: Consumer is a customer of Nationwide Energy Partners. She stated that their rates are extremely high.

  Business response

  03/22/2024

  Dear ********,

  Thank you for your inquiry. We value your input and experience as a resident of a Nationwide Energy Partners (NEP) partner community.  

  We appreciate your frustration at the current cost of electricity. As the media widely reported last summer, AEP’s rates increased in June 2023 by about 28% (you can read about this at ************************************************************************************************. NEP is contractually obligated never to charge you at a rate exceeding the local utility’s all-in rate for the same usage. In other words, we bill at a rate that is the same or less than what AEP would have charged you for the same usage.
  
  You can verify the accuracy of this rate for yourself by visiting the Public Utilities Commission of Ohio (PUCO) Utility Rate Survey Dashboard. (****************)  
  Below are the steps for using the dashboard. However, if you need more assistance, please call us at ###-###-####; we would be happy to help. 
  
  Step 1: Visit the Ohio Utility Rate Survey page 
  (****************) 
  
  Step 2: Launch the Utility Rate Survey Dashboard via the button link on the right-hand side of the page  
  
  Step 3: Click the tab at the top of the page labeled “Unit Cost.” This opens a spreadsheet titled “Ohio Utility Bills – Residential Customers <Month> Comparison of Bills Major Ohio Cities” 
  
  Step 4: Complete the information by providing the following information in the right-hand column boxes: 
  ·  Customer Type – Choose “Residential” 
  ·  Report Date – Choose the month you want to compare (typically, your most recent billing month) 
  ·  Monthly Usage – From your bill for the month chosen, find your total kWh usage 
  ·  Demand (kW) - Enter 0 (zero) 
  ·  Reactive Demand (kVAR) - Enter 0 (zero) 
  ·  Mcf or Ccf – This is used for the gas calculations on the page and will not affect the “Electric Bill / Per kWh” column. You can leave the default choice.  
  ·  Monthly Usage (Mcf or Ccf) - This is used for the gas calculations and will not affect the “Electric Bill / Per kWh” column. You can leave the default choice. 
  
  Step 5: Once you have entered the information, make sure you refresh the data. If there is a circular arrow in the Monthly Usage box, click it.  
  
  Step 6: Find the row that corresponds to your city. The first column (Total Charge) shows your total electric bill for that period, which is the sum of the generation, transmission, distribution, and fixed charge. The second column (Per Unit of Usage) shows your rate for that period.  
  
  Please note:
  · Due to rounding factors, the Total Charge shown on the Utility Rate Survey Dashboard and the electric charge on your NEP bill may differ by a few pennies. 
  · This comparison does not include other elements of your NEP bill, including other utilities you are billed for, such as water and/or gas, common area usage, or late fees.
  
  Nationwide Energy Partners

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Water bill has been outrageous, and does not make sense for a one bedroom with one tenant

  Business response

  03/06/2024

  Dear ********, 
  
  Thank you for submitting your input and experience as a resident of an NEP partner community. We appreciate your feedback and the opportunity to respond to your concerns. 
  
  We have reviewed your account and trust the provided detail in this response will bring clarity. 
  
  The referenced bill in your complaint of $90.56 consists of more than a single month’s usage. It includes your initial month’s balance which includes usage of 98 CuFt of usage in the amount of $28.63 for the period of December 17, 2023 – January 5, 2024. This covered water and sewer charges and was not a full month’s service.  
  
  Your second bill covered water and sewer usage for 281 CuFt in the amount of $53.76 from January 5, 2024 – February 5, 2024. This is a full month’s usage and the amount used is historically typical for this unit. Again, the amount due of $90.56 includes the amount from the previous month. 
  
  If you have additional questions, please do not hesitate to contact us at ###-###-####, Monday - Friday, 8:00 am - 6:00 pm EST. 
   
  Nationwide Energy Partners 

  Business response

  03/06/2024

  Dear ********, 
  
  Thank you for submitting your input and experience as a resident of an NEP partner community. We appreciate your feedback and the opportunity to respond to your concerns. 
  
  We have reviewed your account and trust the provided detail in this response will bring clarity. 
  
  The referenced bill in your complaint of $90.56 consists of more than a single month’s usage. It includes your initial month’s balance which includes usage of 98 CuFt of usage in the amount of $28.63 for the period of December 17, 2023 – January 5, 2024. This covered water and sewer charges and was not a full month’s service.  
  
  Your second bill covered water and sewer usage for 281 CuFt in the amount of $53.76 from January 5, 2024 – February 5, 2024. This is a full month’s usage and the amount used is historically typical for this unit. Again, the amount due of $90.56 includes the amount from the previous month. 
  
  If you have additional questions, please do not hesitate to contact us at ###-###-####, Monday - Friday, 8:00 am - 6:00 pm EST. 
   
  Nationwide Energy Partners 

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My new apt. owners tried to charge us for water, They used Nationwide Energy Partners to " estimate ' our water bill in a meter less apt. Obviously that didn't work. I paid the initial bill, and when this practice was deemed invalid, Nationwide was to issue all of us a refund check. I received a letter, on 9/28/23, stating Nationwide would issue us a refund in 30 to 45 days. Despite contacting Nationwide 3 times via Emails, it's been 20 weeks, 5 months, and no refund check. Unacceptable.

  Business response

  02/19/2024

  Dear ***,  
  
  Thank you for taking the time to express your concerns. A refund has been issued. If you have additional questions, please do not hesitate to contact us at ###-###-####, Monday - Friday, 8:00 am - 6:00 pm EST. 
   
  Nationwide Energy Partners 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 11th 2023, I was sent a bill from Nationwide Energy Partners for the amount of $587.26, in which the company alleges that I had consumed 5466 cuft of water. In more tangible terms, that is around 40,900 gallons of water for the billing period or around 1,360 gallons a day. For reference, my typical consumption appears to be around 300 cuft. Following this bill, I contacted NEP to request that a technician check the water meter. After battling with the CSA (who was convinced this was a leak) for some time, they finally sent a technician along on the 18th of that month. Rather than inspecting the meter, the gentleman informed me that he was told that the meter was not reading at all and that he was directed to replace the meter outright. I waited a week or so and no amended bill had been sent, so I reached back out to the customer service agent. She informed me that she would "work on the case" and will get back to me. After weeks passed, I reached out again and almost immediately she responded that it was a true meter reading and has since been unreachable.

  Business response

  12/04/2023

  Dear **********,  
  
  Thank you for your inquiry and for expressing your concerns about your water bill. We genuinely value your input and experience as a resident of an NEP partner community. We appreciate your patience as we investigated this situation. 
  
  As you know, our resident support supervisor has contacted you directly to discuss your account and provide a more personal, detailed response that we can offer on this platform. We trust that you found your conversation with her to be helpful in resolving this issue. If you need further assistance, have any questions, or require additional information, please don't hesitate to reach out to our resident support team directly, Monday - Friday 8:00 am - 6:00 pm at ###-###-####.
  
  Sincerely, 
   
  NEP 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I never had service with the company. I will Billed by the illuminating company. Also how do I have bill for 70.00 and I never Stayed in the apartment. No one answers the phone. I just keep getting texts demanding a payment

  Business response

  11/03/2023

  Dear *******, 
  
  Thank you for reaching out.  
  
  NEP bills the residents of our partner communities and the community’s request. We have contacted the property directly about your concerns and were informed that the property’s records show you were a resident for a short period and are responsible for this one month of usage. We encourage you to contact the property directly to resolve this issue and for additional information.  
  
  If you need additional assistance from NEP, please contact us at ###-###-####, Monday - Friday, 8:00 a.m. - 6:00 p.m. EST. 
  
  Thank you, 
   
  NEP 

  Customer response

  11/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20782562
  
  I am rejecting this response because: I was billed by the Illuminating company. I never stayed in that apartment and made management aware of it. I also contacted the company and told them my electric supplier was the illuminating company.
  
  Regards,
  
  ******* ******

  Customer response

  11/06/2023

  *** **

  Customer response

  11/06/2023

  I stayed at **** ******* ****** *** **
  I established my electricity thru the illuminating company. I never physically stayed in apartment. I was billed by the illuminating company. 
  

  so I need to know why this company is billing me also especially since I never Signed anything with them. 

  Business response

  11/08/2023

  Hello *******,

  The Illuminating Company is your electric bill at this property. The Nationwide Energy Partners bill is for water usage. 

  As noted previously, we bill residents at the direction of the property and they have informed us you are responsible for the bill. Questions or concerns about this responsibility should be directed to the property.

  Thank you,

  NEP

  Customer response

  11/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20782562
  
  I am rejecting this response because: I never Stayed in that apartment. I flushed The toilet two times while there. So how is the bill so high for non usage. 
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well this company sent my rental company that I owed 66.00 and the letter I got stated I was 60 to 90 days past due which is not true , I was told by the rental company to pay it or get a 3 day eviction notice on my door , tottally unfair the bill came out oct 13 ,its now the 25th any other company you are late paying after 30 days , this was not even 2 weeks and I was at risk of getting a 3 day notice on my door ! I always pay my bills ..issue two ,, how are they dividing this new water bill up , I want proof that i am not paying for landry room washing that i don't use .. there was a major leak in our buikding 6521 .. 3 tenents have not been here last month so why is is capping out 60.00 again , we as tenents in our building wants proof of the water useage ..

  Customer response

  10/27/2023

  From: ***** * ********************
  Date: Fri, Oct 27, 2023 at 1:48 PM
  Subject: 20779653
  To: ************************************* ***************************************
  
  
  

  Like I said I always pay my bills and it is really unfair to to be pout on a list of late payment ,My bill was not in

  or being near 60 to 90 days late , I did get a call from nep ,which she did apoligize after looking into it ..and stated several

  other tents had called about the matter .. She was very nice and very helpful ,but she could not explain the water usage

  I want to no how this water is divided up and why it capped out once again , told by water company that each buliging

  is on its own meter ...there are several buildings here ..is it being devided up by all the building's and there tenent's

  also southhills in cleveland i am told  does not have to pay a water bill why do we ? I owned by own home before going into a apt and my water

  bill wasn't over 20 a month ? other apts that we have checked in to the water usage charge is at 27.oo a month or below. 

  I would think we as tenents have the right to no what are actual useage is .. one person in a one bed room apt there is no way 66.00 of water

  is used each month .. Explain your charges

  Business response

  11/03/2023

  Dear ****,  
  
  Thank you for taking the time to express your concerns. We truly value your feedback. 
  
  We are glad to hear that your interaction with our resident support team was helpful in resolving the past-due correspondence you received from your property.  
  
  In terms of water usage, although NEP bills the community at the property’s request, we do not meter the property. We have relayed your questions and concerns to the property management team who will work to provide answers to your questions. 
  
  If you need additional assistance from NEP, please contact us at ###-###-####, Monday - Friday, 8:00 a.m. - 6:00 p.m. EST. 
  
  Thank you for your time, 
   
  NEP 

  Customer response

  11/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20779653
  
  I am rejecting this response because:  the billing is not correct and they are billing for all the buildings

  and each building has its own seperate water meter ,we as residents should not have to pay for water

  by all  the buildings  when each building is on a seperate meter
  
  Regards,
  
  **** ******

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, this company has been ludicrously up charging our energy bill for the past few months, and has claimed it was due to our increase in usage, however we have thoroughly decreased our usage to point where we have had to stop using appliances. They have been charging us over a hundred dollars more on our energy bills, not just to me, but to my whole community. It is unreasonable estimates because the company is just trying to get more money out of us, and lies to us about us our usage rather than owning up to it. The cost of living has already gone so high, and this rapid increase in energy prices are making living situations more difficult. This company is stealing from people in order to get more money.

  Business response

  10/02/2023

  Hi *****,
  
  We appreciate your feedback and experience as a Nationwide Energy Partners (NEP) partner community resident.
  
  We reached out to you separately and provided full reports of your historical usage. The usage has remained consistent; the only variable is the cost of electricity, which increased this summer. Please feel free to reach out to our resident support team to further address your questions or concerns, Monday - Friday, 8:00 a.m. - 6:00 p.m. EST at 877-818-2637. 
  
  Best wishes
  
  
  Nationwide Energy Partners
  
  

  Customer response

  10/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20574772
  
  I am rejecting this response because: I have too many of your people lie to me about my usage and about what is costing us so much. This rate increase criminal. You’re a horrible business and you don’t give a damn about anybody. You care about profiting off of people who can barely afford it, especially right now. You and AEP are criminals in the eyes of the people. I will continue to work to make sure nobody ever uses your services again, and will work to turn them away from any properties you are affiliated with. Everything I have received from you is disingenuous and ridiculous. 
  
  
  ***** ******

*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. ↩