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:01/16/2025

  Type:Customer Service 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 continued to harass me on the phone, they will call me every 5-10min. I have repeatedly told them that I am not interested in changing my electric provider/supplier and to remove my name from their list. Several times they responded with that they didnt care and would continue to call me regardless of what I want. I just want them to stop - I cant block them because they call from a different numbers.

  Business Response

  Date: 01/27/2025

  Thank you for bringing this to our attention. We have no record of our representatives contacting you, but we take your concerns seriously. As a precaution, we have added your contact information to our Do Not Solicit list to ensure that you are not contacted again. We apologize for any inconvenience this may have caused, and we appreciate your understanding as we work to resolve this issue. If you continue to receive calls, please let us know, and we will investigate further
  

• Initial Complaint

  Date:12/18/2024

  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.

  In October, 2 sales **** from Provision Power and Gas offered me their services which are supposed to be billed at a rate lower than *********** and save me money. My December bill is the first bill where their services showed up and the charges are $192 which is 3 times more than my last bill. The delivery charge alone is $86, which is likely what my bill would have been for November, an increase of $20 from the previous month, taking into account additional usage for cold weather. Clearly, this company is scamming people about their charges. The Delivery charge ($86) is likely what my total bill would have been without their service. In addition, there is $106 charge for the Electic supply. Even if my bill had gone from $68 in October to $106, that might have been able to be explained but $106 plus $86 is a scam. The **** are lying when they tell customers that ********************** will REDUCE their bill. My bill tripled with their service. I have cancelled the service with *********** and I want those scam charges taken off my bill.

  Business Response

  Date: 12/18/2024

  Dear Ms. *************** you for bringing your concerns to our attention. We understand that managing utility services can sometimes be frustrating, and we appreciate the opportunity to clarify the details of your enrollment, service, and cancellation process with Provision Power & Gas.
  At Provision, we are committed to providing a simple and transparent experience for our customers. Our enrollment process is fully contactless, allowing you to complete it via text or email at your convenience. Upon signing up, a Third-Party Verification (***) is conducted to ensure that you fully understand our rates, terms, and your partnership with your utility provider.
  Enrollment Details:
  The enrollment form was sent to the email address provided during the sign-up process.
  A welcome call was placed on 09/09/2024 to confirm the details of your enrollment.
  A welcome letter was mailed to your address for your records.
  Service Terms & Cancellation:
  Attached to this response are copies of your signed enrollment form and the *** recording, which confirm the terms of service and cancellation timeline.
  You enrolled in a rate plan of $0.0549 per KWh for the first month, followed by a monthly variable rate plan for electricity.
  For clarity, your bill is calculated as follows:
  Rate ************ + Delivery Fees + State and Local Taxes = Total Bill
  It is important to note that delivery fees, which are set by your utility provider, are not controlled by Provision. These fees typically increase as your usage increases. There is no fixed delivery fee, as it is based on factors such as consumption, which can result in higher charges when usage rises.
  Switch in Supplier:
  We received notice from Duke Power on 10/07/2024 that your services were being switched away from Provision. They have scheduled your final service day for 1/10/2025, coinciding with their scheduled meter reading.
  Our records do not indicate that you contacted Provision prior to submitting a BBB complaint, nor did you reach out to discuss any concerns regarding your account with us before making this formal complaint.
  Fees:
  Provision does not charge any early termination fees (ETF), and our services are entirely optional. You are free to cancel your service with us at any time without incurring additional charges. We pride ourselves on providing flexible, customer-friendly options, and we are not responsible for any fees related to the supplier change, as these would be imposed by your utility provider.
  Refund Request:
  We have reviewed your refund request. However, based on the records of services provided and the terms agreed upon during your enrollment, we must respectfully decline your request for a refund. Since the services have been rendered and the usage is consistent with the agreed-upon terms, we are unable to issue a refund. The charges are reflective of the services delivered during the period in question.
  If you have any further questions or require additional assistance, please do not hesitate to contact me directly. I am happy to provide any further clarification.
  Thank you for your attention to this matter. We look forward to resolving any remaining concerns you may have.

• Initial Complaint

  Date:05/21/2024

  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.

  This business is trying to sell themselves as a gas provider. HOWEVER the woman who came to my home LIED about who she was and who she worked for. Several times stated she was with consumers energy and they made a mistake so I will be seeing a credit on my account and they will fix my gas rate. All I needed to confirm my rate was last month bill so she could show me what the issue was. She took my phone from my hand, stole information under false identification, and signed me up for a 2.99 gas rate. Current **************** rate is 2.72 so trying to con people into a slightly higher rate by lying. She then kept my phone so I wouldn't see the text notifications coming through and when I got it back asked me to sign stating that I accept the $25 credit to my next bill for their(consumers energy) mistake. Not once did she mention Provision or state she was an alternative gas supplier. I found out after the fact once I went to text my husband. Absolutely illegal to pretend to be from consumers energy, have fake documents, and uniform on. Also not letting me read the information to sign saying it's on its way in email and it states the same thing we talked over. Stealing information to gain customers and making it take hours for me to cancel and sort everything out on my end is absolutely disgusting for a "clean" energy provider. How she even had the idea to take my phone is beyond me.

  Business Response

  Date: 05/21/2024

  Dear **************,

  
  Thank you for taking the time to share your recent experience with Provision. Your feedback is invaluable to us as we continuously strive to improve our services and meet the expectations of our valued customers.

  
  We apologize for any confusion or inconvenience caused by the misalignment of your experience with Provision's service policies and procedures.

  
  Upon receiving your initial contact on 5/20/2024, our team promptly initiated an investigation into the matter. Throughout our correspondence, we addressed your concerns regarding if an enrollment was submitted for utility onboarding associated with your account and provided confirmation of this via email. Additionally, we addressed your inquiry regarding Provision's data security measures.

  
  While it's regrettable that your experience did not meet our usual standards, we appreciate your feedback and your willingness to communicate. Please know that we are here to assist you further should you have any additional questions or concerns.

  
  Thank you once again for bringing this matter to our attention.

  
  Warm regards,
  ***************************

• Initial Complaint

  Date:03/04/2024

  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.

  Two casually dressed men with an unmarked vehicle knocked on every door in my apartment complex (private property, no trespassing sign). I wouldn't have answered it, but I wanted to make sure my neighbors weren't being scammed. The man at my door, with a Provision badge (but no other Provision apparel), implied that he was there on behalf of my energy company or supplier to inform us that the "rate had gone down," or of a "rate change," but his language was so unclear that it was hard to tell what Provision even was-I assumed it was a marketing company, since the only literature he had was a business card that said he was in marketing (and an old photocopy of a bill).It wasn't until he was almost off my doorstep when he said I should check apples to apples and not be surprised if Provision had the lowest energy rate. THAT is when I finally realized he's from an energy company, trying to get us all to switch suppliers! It was so deceptive to pretend otherwise. ******* seemed tired of my questions (I am aware of energy scams) and he didn't want to talk to me anymore. He said they'd be back in ***** days and he'd mark my address for followup since I had so many questions and "didn't understand." I did not ask for and do not want any followup. I understand just fine-it's just WEIRD for a random company to randomly show up on my doorstep and not be clear about why they are there. (Unfortunately, the got a neighbor's personal info before I made it outside.)Soliciting is not allowed on this private property, so any solicitors either are scammers, or aren't respecting the permitting rules in our city. I called Provision, and ******* claimed there were reps in my area enrolling folks today, so I guess this is truly them. I will be calling my city to double check that my address is on the do not solicit list, and check on permitting for Provision. The deceptive sales tactics are disgusting-BE HONEST. Even if it's not a scam, you have a very scammy way of doing business.

  Customer Answer

  Date: 03/05/2024

  Full name added

  Business Response

  Date: 04/01/2024

  The description of your experience does not reflect Provision's policies or procedures. Provision takes allegations of this nature very seriously. Please provide your address so that it can be added to Provision's do not solicit list. 

  Customer Answer

  Date: 04/01/2024

  Complaint: 21385097
  
  I am rejecting this response because: My address is already on file with my city's no solicitation list, which is provided to all solicitors upon registering for a soliciting permit. Not only was the behavior of Provision's agents inappropriate, I also checked with the City of Norwalk and the police department, and Provision did not have a permit to be soliciting ANYWHERE in the city, let alone 140 W Main. They did not display credentials from the City of Norwalk, as is required for anyone soliciting here, and no solicitor may contact anyone on the prohibited address list.
  
  I have been advised to call the police immediately if this ever happens again, as it is unlawful:
  
  "Whoever violates any other provisions of this chapter shall be guilty of a misdemeanor of the fourth degree on the first offense. Each sale or attempted sale made by any person in violation of this chapter shall be deemed a distinct and separate offense. Having previously been convicted of a violation of this chapter, each subsequent offense shall be a misdemeanor of the third degree."

  I have attached the rest of Norwalk's solicitation ordinances and would highly recommend reading thoroughly *before* sending employees to knock on doors again here in Norwalk. Provision claims that any complaints "do not reflect Provision's policies or procedures," and yet these complaints have been coming in for most of Provision's existence-employees not in any sort of uniform, shady sales tactics, being unclear about the variable rate so people feel like it's bait and switch. We have a choice in ****, and being shady does not earn trust! Door to door sales is an outdated tactic. If I am looking for an energy supplier, I will be comparing rates online and reading customer reviews. I will not ever sign up with someone who (unlawfully) knocks on my door. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/02/2024

  Thank you for your feedback. 

  Customer Answer

  Date: 04/03/2024

  Complaint: 21385097
  
  I am rejecting this response because: The business has not committed to improving anything
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/11/2023

  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.

  A representative came and did not specify he was with provision power company, instead acting as if making doing a routine swap of suppliers on behalf of AEP and ************* I had to specifically look up this tactic to learn that he was not a representative of either company I actually pay for service from.

  Business Response

  Date: 12/11/2023

  Good afternoon,

  The description of the cancellation experience does not reflect Provision's change of service policies or procedures. All agents are required to wear Provision uniform and badge. At the beginning of any enrollment the agent must take a selfie in full uniform. The Provision enrollment process is 100% contactless, the customer must complete the enrollment on their personal device via text or email. As an added security, Provision customers are required to complete a Third Party Verification (***) to enroll in our services. This required *** goes over the rate, price, and term and the Provisions relationship to the utility. Additionally, within 24 hours of the enrollment, Provision Quality Team contacts the customer by phone to verify the enrollment and answer any potential questions.

  Our records do not indicate that we have received an enrollment under the name provided on the complaint. The phone number provided on the complaint is incomplete and the email address is invalid. 
  
  Please contact Provision Power & Gas, LLC at ************** so we can address the complaint with the sales agent. Thank you
  

• Initial Complaint

  Date:07/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not a fan of shady sales tactics. Hopefully by the time there's a response to this if any, the account will be canceled that was enrolled on June 30th.

  Business Response

  Date: 07/17/2023

  Good morning!

  All Provision customers are required to complete a Third Party Verification (***) to enroll in our services. This required *** goes over the rate, price, and term and the Provisions relationship to the utility. Our records indicate **************** completed the *** as well as signed and initialed an enrollment form multiple times authorizing enrollment of services. Please see attachment labeled "************************* Authorization". During the enrollment process **************** was provided clear directions verbally during the ***, via email and in physical form on how to cancel an enrollment. Customers are is directed to contact us at ************, M-F between 9:00 a.m. and 7:30 p.m. EST, or at ************************************ Please see attachment labeled "************************* FAQ". 

  Our records indicate **************** did not follow the cancellation process and sent her request on a form on Provisions website intended to answer questions for potential customers. Ms. ******* cancellation request via the online form was submitted at 6:11 am EST. Our records indicate that a Provision representative processed Ms. ******* cancellation request and responded via email at 9:16 am EST informing her that the cancellation request had been processed. **************** cancellation request was processed within 16 minutes of Provision operating hours. **************** filed a complaint with BBB without giving Provision a reasonable time to respond to her request.  Please see attachment labeled "Website contact from *************************" 

  Provision does not charge any early termination fees to cancel services.

  Thank you for your time. 

   

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice today that provision gas and power by Ugi that provision gas and power cancelled cancelled my contract without any type of notice. Ugi wasn't given a reason and when I called provision gas and power they wouldn't even take my account info and said they have the right to cancel. That's that. I didnt receive anything from them. Basically it boils down to they agreed to a price with me and unfortunately for them the price went up for them so they just cancel on me. It doesn't seem fair to the consumer.

  Business Response

  Date: 09/19/2022

  Tell us why here...Since 2019, Provision is proud to have provided competitive natural gas rates to customers within ************* Gas Choice Program, and were thankful that you chose Provision as your natural gas supplier (NGS.) Due to changing market conditions, Provision is changing our customer offerings in ************. 
  
  
  
  Cancellation of Your Service with Provision 
  
  As authorized by the terms and conditions  of your supply contract with us, at the end of your next monthly billing cycle, your gas supply contract with Provision will be canceled. Your natural gas service will not be disrupted in any way. Your local gas distribution company will continue to provide your distribution service, make repairs to its delivery system and respond to emergencies.
  
    
  
  If there are questions, please contact your utility, or feel free to visit us at www.getprovision.com, where you can chat with a representative, or send us an email at hello@getprovision. We are also available by phone Monday through Friday at *************** from 8AM - 6:30PM CST 
  
  
  
  Provision is proud to have been your natural gas supplier of choice within the Gas Choice Program. Thank you for the opportunity to serve you.
  
  
  
  Sincerely,
  
  
  
  Provision Power & Gas, LLC

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Locked in a fixed, carbon offset gas rate in January 2022 for 1 year, and 7 months in they have cancelled my fixed rate while still in business, likely because of a poor hedge versus market prices (rate has jumped to 88c in the territory and my fixed rate was 55c).First time in 15 years within deregulated energy that I have seen a company negate an agreement without declaring bankruptcy (as of now anyway).

  Business Response

  Date: 09/13/2022

  Since 2019, Provision is proud to have provided competitive natural gas rates to customers within ************* Gas Choice Program, and were thankful that you chose Provision as your natural gas supplier (NGS.) Due to changing market conditions, Provision is changing our customer offerings in ************. 
  
  Cancellation of Your Service with Provision 
  As authorized by the terms and conditions  of your supply contract with us, this message serves as notice that at the end of your next monthly billing cycle, your gas supply contract with Provision will be canceled. Your natural gas service will not be disrupted in any way. Your local gas distribution company will continue to provide your distribution service, make repairs to its delivery system and respond to emergencies.
    
  If there are questions, please contact your utility, or feel free to visit us at www.getprovision.com, where you can chat with a representative, or send us an email at hello@getprovision. We are also available by phone Monday through Friday at *************** from 8AM - 6:30PM CST 
  
  Provision is proud to have been your natural gas supplier of choice within the Gas Choice Program. Thank you for the opportunity to serve you.
  
  Sincerely,
  
  Provision Power & Gas, LLC