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:03/26/2024

  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.

  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

  Date: 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

  Date:03/01/2024

  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.

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

  Business Response

  Date: 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

  Date:02/20/2024

  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.

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

  Business Response

  Date: 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

  Date: 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

  Date:02/03/2024

  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.

  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

  Date: 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

  Date:11/13/2023

  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.

  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

  Date: 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

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 11/06/2023

  *** **

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/25/2023

  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.

  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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/08/2023

  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.

  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

  Date: 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 Answer

  Date: 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. 
  
  
  
  
  ***** ******

• Initial Complaint

  Date:08/02/2023

  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.

  This has to be the worst kind of sublet company or whatever they are. I have unfortunately lived where I am for over 5 years now. The rates with NEP are ridiculous! I am all electric 2 bedroom 2 bath flat around 900 sq ft with 5 people. How in the world is my electric the last bill over $500 and the new bill over $600!? There has got to be something done about this. I would have moved long ago but have trouble every year finding a place. I want so badly to get from under being with NEP. I have always had AEP electric and have never had a bill even close to what this place is charging.

  Business Response

  Date: 08/15/2023

  Hi ******,
  
  Thank you for taking the time to express your concerns with the BBB. We value your feedback and experience as a resident of a Nationwide Energy Partners (NEP) partner community.
  
  Electric rates in your area have increased significantly recently. Please see: (link redacted)
  It is important to understand that NEP is contractually obligated to charge at or below the host utility’s residential rates. This means that the rates you are billed by NEP are always at or below the rates you would have been charged if you were billed directly by American Electric Power (AEP).
  
  In fact, we encourage you to visit AEP’s Ohio Electric Rates page on their website: (link redacted) Once there, choose the submeter calculator and input your billed kWh for the month covered by your NEP statement to make the comparison.
  
  If you have any questions about the calculator, any of our excellent resident support team members would be happy to assist with a rate comparison. You may contact them during the week, Monday - Friday, 8:00 am - 6:00 pm EST at ###-###-####. 
  
  A review of usage in your unit from 2021 to present shows consistent total consumption readings accurately reflected in the electric portion of your NEP bill. Summer month usage in your unit from June - August in each of the past three years (2021 / 2022 / 2023) by kWh:
  
  June - 2,285 / 2,422 /  2,271
  July - 2418 / 2,636 / 2,881
  August - 2,446 / 2752 / TBD
  
  Keep in mind when it comes to usage, there are many factors that impact the amount of electricity used in an apartment or condo unit. These variables include the unit’s location, energy efficiency, the renter’s personal habits, number of occupants, and more. Comparing one apartment unit to another unit based on overall size may seem reasonable but down not give a complete picture.
  
  We want you and all residents at the communities we serve to be confident that the usage and rates that are used to determine your electric bill are accurate. In addition to ensuring rate accuracy as described above, NEP uses state-of-the-art smart meters (the same used by major utility companies throughout the U.S.) to accurately measure usage. These meters provide numerous readings throughout the day that are monitored for their accuracy.
  
  Keep in mind that there may be other components of the bill you receive from NEP. At your community’s request, NEP provides a unified bill to its residents. This simplifies your bill but means your statement likely includes more than just your electricity costs. It may also include expenses like trash removal, water usage, common area usage, late fees, and others. You can find more details about billing questions on NEP’s resident website by visiting the “FAQ & Resources” dropdown menu. Here are links to some more valuable articles to help explain how you are billed:
  
  “Where do the charges on my bill come from?” -  ****************
  
  “Why is my electric bill so high?”
  ****************
  
  Finally, if you need more assistance or have further questions, please do not hesitate to contact our aforementioned resident support team at ###-###-####, Monday - Friday, 8:00 am - 6:00 pm EST.
  
  Best wishes
  
  Nationwide Energy Partners
  
  

• Initial Complaint

  Date:06/29/2023

  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.

  Our apartment converted to NEP. The lease we signed said that the if moved to subletting, the new provider would provide both the rate the you are being charged per unit (to compare to the regulated rate) and the units used. Unlike the previous bill from other companies, the bill did not contain this information. I contacted NEP by phone and asked why and they said they think it is an issue with not having enough space to put it on there. (…) I asked for the rate and she said to divide the total from the units used. I said that rate if you do that is really high and I would like the rate. She then said it’s too complicated to give me but the closest was by dividing it myself. Additionally, NEP themselves guarantees the rate to the same and says to bring it to their attention with some kind of refund guarantee if it’s higher. How can someone do that if they are not give that information. And lastly, my charge for electric is divided into two part. It says my total usage and dollar amount and then it is broken down into the actual usage billed and a “fixed electric charge” which on the last bill was listed as a “customer charge”. When navigating the NEP site from the area where it’s selling itself to property owners, this charge is discussed as a “new source of revenue” that goes directly to the property manager as an incentive to do business with them. If NEP legally has to bill me at same rate as a regulated customer then how are they allowed to add arbitrary, nominally changing, completely unexplained charged that are purely an additional source of revenue? Isn’t that just charging me more than a regulated company for my electric?

  Business Response

  Date: 07/13/2023

  Dear ******, 
  
  Thank you for taking the time to express your concerns. We truly value your feedback and experience as a resident of a Nationwide Energy Partners (NEP) partner community.
  
  As you know, our resident support team has been in contact to address your concerns and we trust these interactions are informative and helpful. For purposes of this response, we will cover your main concerns but please feel free to continue to get additional details and information from our excellent resident support team.
  
  NEP is contractually obligated to charge at or below the host utility’s residential rates. We do take this obligation very seriously. As you reside in an area where the host utility is ******** ******** ***** (***), you can actually make the comparison of the rates for yourself. Simply follow this link (**********************************************************************) to visit the *** Ohio Electric Rates page on ***’s website and choose the submeter calculator. Then, input your billed kWh for the month covered by your NEP statement to make the comparison. 
  
  As an example comparison, we entered your June usage into the calculator (attached). You can see that the rates are equivalent. In this case, the *** calculator shows $206.26 for your electric usage. NEP billed you $206.27 (a single penny difference may be due to rounding factors utilized in the online calculator).
  
  If you have any further questions about this calculation, it would be our pleasure to continue to work with you. We have done so for many residents over the years and in every case, the resulting NEP charge was proven to be at or below what *** would have charged for the same usage.
  
  In terms of the rates appearing on the bill, ******, we appreciate your frustration. NEP is a metering and billing company, not a utility company. As such, we do not determine the rates for usage but, rather, mirror the host utility’s rates. Including the various components that go into the host utility’s rate calculation on the statement would be complex and likely sow additional confusion.
  
  ******, it is truly our pleasure to serve residents such as yourself. You should be confident that you are being charged at a rate that is at or below what the host utility would have charged. As noted, we are always very happy to provide additional assistance and information to check the veracity of the electrical charges on your bill. Please do not hesitate to contact us at ###-###-####, Monday - Friday, 8:00 am - 6:00 pm EST.
  
  Nationwide Energy Partners
  
  

  Customer Answer

  Date: 02/14/2024

  Hi,
  
  My complaint was flagged as duplicate and closed because I had a separate complaint with this company in the past. It is NEP. They don’t provide you with information or resolution without going through bbb unfortunately. 
  
  I don’t think the person who closed it read it but rather saw it was a similar category to a past issue. How do I proceed? It’s a separate issue and I would like an explanation on why I am being billed for a usage without usage information given at an increased rate every month. It appears to be highly unethical and deserves a response from NEP on why my apartment complex is being billed to tenants at $7k total shared electric charges for month for a gym. 
  
  Complaint id: ******** for Nationwide Energy Partners 
  
  Thank you,
  ******* ******** 

  Customer Answer

  Date: 02/14/2024

  Complaint Type:
  Billing or Collection Issues
  Billing or Collection Issues
  select
  Problem:
  Our apartment switched over to NEP. The first month the common area charge was less than a dollar. The next month it was two dollars. At this time we needed to do auto pay or be fined. So many people haven’t looked at their bills. I happened to get onto mine and realized the common area charge has went up every month a few dollars to a total of $23 this month. It will likely continue to rise give the past linear trend. I contacted NEP for clarification on this for budgeting. They told me that the total electric for my apartment complex and all electric on the property’s land is totaled and then divided by tenants on top of their individual usage. They said they can not say when it will stop going up or why for sure. I asked for the usage data on it and was told it is really the apartment complex’s commercial usage not my residential use where I can be given the usage. Yet… I am the one being charged for the usage and it is being billed to my name. Troy farms is not being billed or charged by NEP for this usage. I am. Why can’t I see the usage or what I am being charged for? I also contacted my property and received similar response that they can’t tell me. But they said I was not being charged for all the electric such as offices or empty apartments. However, I can not be given any way to check this as I can only pay the increasing amount. They say they don’t deal with it NEP does. This month ALONE: Troy farms has ~400 apts. Let’s say only 300 are billed to be Exceedingly fair. $23 common charge x 300 apts. = $6,900/mo. in shared or backlogged for a gym and lamps. $20 last month so beyond $6,000 before that, etc. 1) How could this amount be generated from a few common areas monthly? 2) Why am I being individually billed by usage and denied usage information? 3) Why are customer’s first bills so innocently low if the costs are astronomical and evident? 4) Am I being billed for non public areas like empty apts? How do I know without any usage information?
  
  Desired Resolution / Outcome
  Desired Resolution:
  Explanation of Charges
  Explanation of Charges
  select
  

  
  

  Business Response

  Date: 03/20/2024

  Most Recent Message
  Date Sent: 3/20/2024 9:50:47 AM
  Dear ******, 
  
  Thank you for your inquiry. We value your thoughtful input and experience as a resident of a Nationwide Energy Partners (NEP) partner community. 
  
  Common area usage allocation is ultimately determined by your community. We would be very happy to meet with you and the property management team at Troy Farms to review this in more detail. 
  
  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 

  Customer Answer

  Date: 03/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Saying that this is determined by my community is obvious and irrelevant. It’s feels like the same message I get when I call the number provided (which obviously was done before making a complaint…). This message is a professional version of: it’s still none of your business. Essentially: this is between Troy Farms and NEP and you aren’t involved or have an right to any usage you’re being billed on  

  So my original question remains: 

  Why am I being billed directly for electric usage that I don’t have access to see the usage data? How would one be able to confirm they are being billed correctly? You are asking for blind trust. Perhaps you both deserve it, but that should not be how electric usage is billed. “Trust us”. 
  

  That’s absurd and unethical and asking for unfair billing. For clarification, I know Troy Farms makes their allocation formula. You know it because you use it, but none the less. However, Troy Farms does NOT read their own meters. NEP does. You read the meters and you bill them. And you send me the bill. And you say it’s based on usage. So regardless of what formula they use (which they haven’t supplied to me and is not in my lease at all), NEP is still the one reading the meters and storing the usage data, and using their formula to allocate and bill ME. 
  

  So yes, if it takes a meeting to get simple data on what areas are billed and what the total usage is before allocation, then I guess I’ll meet with you. But that seems unreasonable to request for a simple usage data on electric a customer is paying monthly.
  

  When would you like to meet to discuss how residents have no transparency in their billing? Or is someone going to send me usage data?

  
  
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 04/01/2024

  
  '**** *****' via Dispute Resolution - Shared Inbox <[email protected]>
  Mar 26, 2024, 11:25 AM (6 days ago)
  to Better
  
  Hello, ****** - 
  
  I don't understand on the BBB site how I am supposed to respond to this without directly responding to the resident, thus this email.
  
  We have been in contact with the property. The property has spoken with the resident on multiple occasions and says she continues to state she is not responsible for the common area usage, which she claims is not stated on her lease. The property notes this is incorrect; it is stated in the additional provisions section of the lease that she is responsible for all charges. The Regional Manager is reaching out to explain this again. 
  
  At this point, the resident has not reached out to us to set up a meeting. Our resident supervisor is trying to contact her.
  
  Thanks,
  
  ****

  Customer Answer

  Date: 04/10/2024

  ****** C <***************@gmail.com>
  Apr 9, 2024, 5:42 PM (22 hours ago)
  to disputeresolution
  
  
  Hi,
  
  I didn’t response soon enough and my complaint was closed. It said to email this with a complaint number if I wish to further the complaint. My number is ********. Is it possible to reopen it? This company keeps being disrespectful and confusing on purpose to avoid answering my request directly and they really shouldn’t get away with it. I regret not responding in time but I didn’t want to be mad that day and I knew they were going to be awful like this. 
  
  This is my response: 
  
  Just imagine for a second if you called an office for usage data on high common area charges and the lease person said they didn’t have the usage data NEP did. So you call NEP, who said we won’t give it. So you email the property manager, who says yea I’ll try to get that for you and never gets back to you. And then you make a bbb complaint. Have zero contact with anyone at all. Never hear back from anything. And then read that crazy message saying you’re irrational and claiming the lease doesn’t say anything about common areas and you’ve talked to them several times and they can’t get you to understand you do have to pay. When none of this happened. You’ve asked for usage for a high bill before the complaint and was ignored and you have evidence of that. 
  
  It would be mind blowing and overwhelming.i have no idea what they are going on about me being in contact multiple times and being too dense to understand the lease says I have to pay common area charges. You’ll find no evidence of any of it because it doesn’t exist and more- that’s not what I have asked!
  
  I’ve been very clear that I think the usage data is wrong and I’m trying to make sure I’m not being taken advantage of. I don’t appreciate what is going on here and would like someone to stop whatever game they’re playing and respond to that request in a clear manner. 
  
  Here are two pics of the email where I ask for usage data and explain my concerns  and the response which was never followed up on. Please note there’s no evidence here that I’m an idiot saying the lease doesn’t say common area charges or anything else the response was about. Please someone read this email and the other communications and then read that last message I was sent. It’s really an insane response and has NOTHING TO DO WITH USAGE DATA AT ALL. 
  

  
  

  Customer Answer

  Date: 05/30/2024

  I don’t have any clarification for this complaint. This complaint seems to be merged with an unrelated complaint of an entirely different nature. 
  

  “We are pursuing your comments from complaint ******** under your original complaint ********.”

  That may be contributing to the confusion. To clarify I have asked for usage rates for common areas because I can’t make sense of the amount we are being charged. To date I haven’t been given this usage information.

  That’s okay. I don’t expect anyone to give it to me until NEP is regulated by PUCO. Nor can anyone give me an ethical reason why I would be billed individually for electric usage and denied access to this data. Nor have I been told how any residents could ensure their billing is correct if there’s no transparency or check and balances. This complaint cannot be solved because it’s an unethical business practice that is (for the time being) perfectly legal. 
  

  Two managers at my apartment have attempted to help me by saying they will get the data. Neither, for whatever reason, has reached back out with the data. My complaint was not at my apartment. I’m not seeking to speak with them. NEP is billing me directly for electric usage and not including data on that usage. This is a complaint against the billing practices of NEP, not the properties they provide a billing service for. NEP is not taking responsibility for the transparency of their billing practices by furthering my contact with the property they are providing billing for. 

  I hope legislation is eventually passed against the people who own and run Ohio since this thread alone shows exactly how much willingness NEP has to be transparent with the customers they bill. I don’t want to speak further on this issue or provide further clarification. If no one is willing or able to provide electric data on my community charges billed directly to my name by usage by NEP, then please close the complain or keep it unresolved or whatever is appropriate. 
  

  Thanks for providing rate data for the complaint this was merged into. This was never intended to be merged into that complaint. 

  Business Response

  Date: 06/04/2024

  
  **** ***** <d*****@nationwideenergypartners.com>
  Fri, May 31, 10:58 AM (4 days ago)
  to Better
  
  Good morning,
  
  I received a notification from BBB this morning regarding this ongoing complaint stating we must respond. We have spoken directly with the complainant and facilitated multiple meetings and discussions through her property management team, who have explained the process in detail. Given her own request below that she no longer wants to discuss or have further clarification, we are okay with simply closing this complaint per her request. Thank you!
  
  I don’t have any clarification for this complaint. This complaint seems to be merged with an unrelated complaint of an entirely different nature. 
  
  “We are pursuing your comments from complaint ******** under your original complaint ********.”
  
  That may be contributing to the confusion. To clarify I have asked for usage rates for common areas because I can’t make sense of the amount we are being charged. To date I haven’t been given this usage information.
  
  That’s okay. I don’t expect anyone to give it to me until NEP is regulated by PUCO. Nor can anyone give me an ethical reason why I would be billed individually for electric usage and denied access to this data. Nor have I been told how any residents could ensure their billing is correct if there’s no transparency or check and balances. This complaint cannot be solved because it’s an unethical business practice that is (for the time being) perfectly legal. 
  
  Two managers at my apartment have attempted to help me by saying they will get the data. Neither, for whatever reason, has reached back out with the data. My complaint was not at my apartment. I’m not seeking to speak with them. NEP is billing me directly for electric usage and not including data on that usage. This is a complaint against the billing practices of NEP, not the properties they provide a billing service for. NEP is not taking responsibility for the transparency of their billing practices by furthering my contact with the property they are providing billing for. 
  
  I hope legislation is eventually passed against the people who own and run Ohio since this thread alone shows exactly how much willingness NEP has to be transparent with the customers they bill. I don’t want to speak further on this issue or provide further clarification. If no one is willing or able to provide electric data on my community charges billed directly to my name by usage by NEP, then please close the complain or keep it unresolved or whatever is appropriate. 
  
  
  Thanks for providing rate data for the complaint this was merged into. This was never intended to be merged into that complaint. 

  Customer Answer

  Date: 06/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Stop writing things like you have responded to my complaint and I’m just so difficult. No one has responded to my complaint at all. 
  

  The only response I’ve gotten to my request to have access to the electric usage data (for the shared area electric usage totals billed to me) the same as I’m given the overall electric usage for my residence is (and I’m summarizing):

  1) We don’t feel this billing issue is our responsibility to respond to and think it’s the property’s issue. With no explanation as to why a billing transparency issue would not be the billing company’s issue. My property isn’t being sued over this issue. NEP is. 
  

  And 2) This person is crazy and can’t be reasoned with. While in reality, even management at my property has said they would try to get me the data from NEP and I’ve never heard back so no- no one anywhere has said anything about the data or why it’s so hard to get. 
  

  I’ve never been responded to and I was going to let it go if you guys would stop acting like everyone’s done so much and I’m the issue. No ones suing me. If you want to run your business by not providing any transparency to the bills you send out for the energy you provide- Fine. Just say that. Or give me the usage data.  

   

  
  
  Regards,
  
  
  
  ******* ********