ComplaintsforSantanna Energy Services

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December I received a bill for services as my gas utility - Approximately $168. I NEVER authorized Santanna Energy to take my service from NICOR. Santanna highjacked my account and the only contact I ever had was a bill.I have requested Santanna to change my account back to NICOR and to remove me from all further contacts (phone and mail). Highjacking an account without the customers knowledge is a Fraud of the highest order.

  

  Business response

  03/01/2024

  Our records indicate that ***************************** has been a Santanna customer since signing up on June 26, 2002. Santanna has been consecutively supplying Mr. ******** *** since service began on 7/19/2002. Our invoices are all generated on ********* monthly statements that are sent to ******************. 

  On 2/15/2024, per the customers request, we issued a cancellation for Mr. ******** account. The cancellation was approved and our last day of service for his account was 2/16/2024. Our customer success lead has tried to reach out to ****************** via phone call to provide him with this information and confirm his enrollment details, but was unable to connect with the customer. Since ****************** has requested no further contact, we have removed him from all future correspondence and call attempts at this time. 

  We politely reject any allegations that we have committed any act of fraud on Mr. ******** account. We have taken steps to reach out to the customer to confirm this and have complied with his requests for cancellation and no further contact going forward. We sincerely apologize that ****************** is not satisfied with his experience, but hope he is satisfied with our compliance in a resolution for him. For any further assistance, ****************** can contact Santanna directly at ************. 
  

  
  

  Customer response

  03/01/2024

  Complaint: 21303759
  
  I am rejecting this response because:

   

  I have been receiving and paying bills from NICOR for my *********** since I moved into my home in August or 1996.

  The first bill - or any other contact I recieved - from Santanna Energy was in December 2023.   I do not know what record they are looking at - but their response does not coincide with reality.

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

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Mother, *******************************, age 80, was suffering from Dementia and was fooled into using ******* Energy and then when we realized that they were charging her double for her bills she cancelled it. My parents got a letter in the mail stating that the service was cancelled. However, they continued to bill them and would have continued on all accounts if not for her passing away and the accounts having been closed. When I called to inquire, they said they were very sorry and would send to financial department for settling. They would call me back in 2 business days. The did not call me back. The following week, they then sent my Dad a letter saying they would cancel the services and that he would be charged a fee. I called them today and they gave me the same statement that they did not follow through with 2 weeks ago.

  

  Business response

  10/03/2023

  Santanna Energy Services has been in touch with ************ regarding her concerns with her parents accounts and have expressed our condolences in regard to the passing of her mother, *******************. ******************* was a customer with ********************** since 2017 with multiple renewals on multiple accounts and service locations on file. We can confirm that on January 2023, 3 of Mr. and ******************* accounts had issued cancellation requests from their respective utility, DTE Energy. 2 of 3 cancellation requests were successful.  However, 1 account, the one ************ brought forward in the complaint, was never cancelled due to the utility rescinding the cancellation request which reinstated the account. That account remained active until ************ called on 8/31/2023 to let us know that the account should have been cancelled but they were still being billed. Santanna sent in a cancellation request to the utility that same day, and it was accepted on 9/5/2023 with an effective date of 10/18/2023. On 9/21/2023, Santannas Inside Sales Manager called ************ to discuss her concern regarding the account being active and her parents being double billed. Our inside sales manager apologized for the miscommunication around calling her back as she was promised on 8/31/2023, and explained to her that the account has been successfully cancelled.  Santannas Inside Sales Manager also walked ************ through the bills and charges to clarify that there were no instances of being double billed, explaining that Santanna Energy Services charges customers for supplying the energy to their homes, and their utility, in this case DTE Energy, has their own fees for delivering. Our Inside Sales Manager suggested that ************ call the utility, DTE Energy, to find out the reason why the cancellation was rescinded by them and to inquire about any credit she is seeking. Our Inside Sales Manager assured ************ that there will be no termination fees for any of these accounts and that she has set a follow up on 10/19/2023, the date after the effective cancellation date for this account, to verify that everything went through as planned. 

  Customer response

  10/03/2023

  Complaint: 20628239
  
  I am rejecting this response because:
  I believe the mistake in cancellation was a miscommunication between DTE and *******. This is not something my Father should be responsible for.  He or my Mother clearly cancelled the service, as is written in their letter to my parents dated Dec, 2022.  The ******* representative claims that I should call DTE and ask them what happened.  I already did this and they sent me to ******* in the first place.  I feel I am getting the run around.  The ******* representative clearly is familiar with this scenario and it is their responsibility to figure this out with DTE and refund the extra that was charged.   If the account was truly reinstated in January, why didn't they send out a notice as they did immediately (within 2 days) for the cancellation in December?  The representative claims that my parents were loyal customers since 2007.  This is how we treat our loyal customers??
  Regards,
  
  *****************, Dpoa *******************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A representative named **** in the ******** **** area, pounded on my door. He made it seem he was from *** and was fixing my bill, however he confused me by signing me up for Santanna. He stood there and I felt forced to answer questions on a call he directed to my phone. When the operator on the line asked me questions he stood in a demeaning manner and shook his head yes to me to answer yes to every question. I felt scared for what would happen if I didnt answer these questions for him. I was signed up for this service without a full explanation on what I was signing up for, with no knowledge on how I can cancel. I feel taken advantage of.

  

  Business response

  08/21/2023

  Santanna Energy sincerely apologizes for the negative experience **************** had. We have reached out to the customer and let her know that we have launched an investigation into her claims and have taken appropriate action internally to document this and prevent situations like this in the future. We also offered to process the cancellation of her enrollment, which we did at that time at her request. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A solicitor from this company used intimidation tactics to force my registration for their service at my door. He lied about the servicetelling me it was required to switch after 30 days of initiating utility servicesand he refused to step away during the confirmation process. The surveyor asked via phone if the representative had stepped away, and he hadnt, but he was stepping closer to me and mouthing say yes until I did. I was so afraid of what he would do if I said no or even shut the door. I felt like I had no choice but to obey him, or he would enter my home. He would not leave my doorstep until I signed up. He at no point asked if I wanted to switch; rather, he told me I had to. There is no reason employees of this company should be allowed to use flirtation and aggression to get customers. It is unfair and predatory. I demand my service be cancelled without paying the $200 cancellation fee.

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Taylor Treeger

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started using this energy company a few years ago due to our high bills, thinking it would lower them. It did for about one year. We were actually very happy with him. And, this past year, we started looking at rates around our renewal time. It seems that their rates are actually higher than the rates that we can get from Duke Energy. Because of that, when it was about a month before our renewal, we tried contacting the company over and over. Between my husband and I, we probably spent about four hours on hold on different occasions. They only have certain hours, and there is no email address that you can contact them on. On the day before our renewal, we were starting to panic, so we called them on speakerphone together. We literally were on hold for almost 40 minutes, then it would start ringing, then it would immediately hang up with no one answering, and no messaging service. Because they are only open certain hours, and we both work full-time, we were not able to spend that kind of time on the phone constantly, so eventually we just gave up. That means we are currently stuck in a contract again with them. It really did seem like they knew exactly what was happening. Im not sure how, but the fact that we were on hold for hours on end, and when it would finally ring someone would hang up, seems very suspicious. They still are not able to get a hold of them to cancel, and I certainly dont want to have to pay a fee because of their negligence. We are very unhappy with them at this point, because their customer service is awful.

  

  Business response

  06/07/2023

  Santanna apologizes for any issues Mr and *************** had attempting to communicate with us. Our business days are indeed Monday-Friday 7am-6pm CST and we can be reached at **************. We understand that can be tough for people to reach ** as they align with standard working hours. We also have a customer service e-mail address, *********************************************** that is monitored during business hours as well which adds a little more flexibility. Santanna was able to reach out to *************** and process that cancellation for her with ease and without any early termination fees.
  
   

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A former shift manager (not the owner) at Travelers Wine Bar LLC signed up for ******* Energy Services on 6.23.2021. First of all she was not authorized to sign Utility Contracts or any other contract. We have since sold the business to another party and they are starting a new account in their name with ************* So, shouldn't have been a big deal. We called to cancel the service and they said it would take 2 months because of *********** being slow and we would continue to get billed. We also asked about transferring the account to the new owners and were told "No, they will have to sign up as a new account." Then they sent ** an invoice for Liquidated Damages of $721.84. They said we need to call *************** LLC. When we called ************** LLC several times and we did not get a response. We called ******* and spoke to the renewals department because that was the only way we could speak to someone. We spoke with Umer operator #**** and asked what the charge was for. The man stated that thats the charge since you went over **** units in a year, and you must pay it for cancelling before the end of the contract. It clearly does not take 2 months to cancel with any Utility and ******* supposedly states that you can cancel at anytime without Penalty.They clearly take advantage of their customers based on everything I read with excessive billing and listening to their agents strong arm payments out of people.Something needs to be done to protect the consumer.Business response 03/01/2023 , Santanna allows customers the option to renew early halfway through the contract, and ******** customers can cancel anytime without a penalty. For further assistance, **************** can contact Santanna directly at ************.

  

  Business response

  05/24/2023

  Santanna has contacted this customer to resolve this issue. Typically, once a business is sold, Santanna will waive any liquidated damages so long as they provide ** with a copy of the final bill. Santanna reached out to this customer letting them know of this policy and they stated they will provide ** with that bill. Once that bill has been provided, assuming the information is correct, Santanna will, in good faith, waive those fees.

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I find it concerning that they use this approach to collect money from customers and I hope they dicontinue the practice of sending bills and demanding payment when they are not entitled to it. It seems incredibly shady and I'm sure other people have paid. We reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company contacted us promising lower bills with any disruption in service. They are a CON!! Our bills continue to go up at rates NOT indicative of usage. They are based on a usage that we do not come close to using. They lied and smooth talked their way into an agreement that was dishonest from day one. This has nothing to do with energy prices, but is rather a money making scam. And now instead of working with **, they make threats of action due to cancellation and tell ** there is no way to cancel with them. Their ****************** do not go off script and are no help whatsoever. There should be a class action law suit or something. This company needs to be put out of business. We are a small not for profit that struggle for every dime. shame on ** for believing them. Shame on them for doing it!

  

  Business response

  05/04/2023

  
  We are sorry to hear ******************** did not have a good experience with Santanna Energy Services. There is no way to predict market fluctuations. ******************** signed up for a fixed rate plan and the fixed rate they received was below NICORs rate at the time. Santanna has reached out directly to this customer and successfully cancelled both their accounts with **. We understand the customers frustration and as such, have cancelled her plans with ** and waived early termination fees.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******* promised lower vista for our energy used, specifically , natural gas. However, the ******* price per therm has been significantly higher than the normal price offered by ********* Only mentioning dates beginning in 2023, but the months of sept-dec 2022 can also apply equally Nicor price for therm for ******* was 69 cents. February 58 and March is scheduled to be 45 cents. ******** price of 98 cents is significantly higher They say they are a family or employee owned business. However, there prices are always higher and I find their PR campaign or helping consumers to be deceitful, false and I want others to know before they fall for this dishonest prs rice of ******* Energy. I estimate that since beginning with ******* I have overspent By more than $560. Dollars. This they should refund as soon as possible. I plan to share this truthful account widely to protect other honest consumers like myself Thank you

  

  Business response

  03/01/2023

   

  Santanna is sorry to hear that **************** is unhappy with his Santanna services. During the time of the initial enrollment with Santanna, energy rates in the market were still fairly high.  Even the utility per Therm rate was over $1 per Therm. **************** accepted the 24-month fixed rate of $0.959/Therm.  This means the rate of $0.959 will remain the same throughout the length of the contract in its entirety.    Recently, rates have begun to decrease a bit, Santanna allows customers the option to renew early halfway through the contract, and ******** customers can cancel anytime without a penalty. For further assistance, **************** can contact Santanna directly at ************. 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called dte to inquire why my bills are very high compared to my neighbors'.i was told that sontanna energy has been my provider for years. I never signed with santanna and i they have been overcharging me years. I told them to reimburse me since they have been ripping me off for years .They informed me that they will not.This santanna company is very crooked and needs to be stopped.

  

  Business response

  02/09/2023

  Our records indicate that you have been a Santanna customer since June 2012. A renewal notice was mailed on May 21, 2013 as a reminder that the fixed rate would be expiring. Per the terms and conditions when no action is taken to cancel, renew, or switch the account will automatically renew to Santannas Market Price Contract where the rate is subject to change monthly.
  We sincerely apologize that you are not satisfied with your Santanna experience. However, Santanna provided notice regarding the end of the fixed-rate contract. If you have any further questions or concerns,please contact us at ************** or at ******************************************

  Customer response

  02/09/2023

  Complaint: 18960123
  
  I am rejecting this response because: I didn't sign any contract or renewal with this company..if they have any proof that I did they should send it to me t

   

   

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

  

  Business response

  02/28/2023

  We apologize for the delay. Santanna would be happy to share the recording with you of the third-party verification from the enrollment. Please contact our **************** at ************** for assistance.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Email from ********* at ******** Energy Consultants on 8/25/2022. This shows the number of therms below their ***** therms for this program. We used ******* therms for the period January December, 2022.Hi ******,I am forwarding this Custom Pricing Quote to you. It shows the current rate you are paying, the new rate you're qualified for, plus the difference in how much you would have saved. You will notice that last year you averaged around ***** therms. At your current rate of $0.9845 you would have spent around $3,937. With your new lower rate of $0.8132, you would have saved $2,055 for the 36 months. Definitely something that will be beneficial to your company. Please review the information at your earliest convenience. I will also be sending over an electronic agreement that allows you to lock your rate in, so you can take advantage, and control how much you are spending. Feel free to reach out via phone or email of you have any questions. Warm Regards,********* ******** Energy Consultants Serving IL Customers ******************** ************************ (o)We clearly are NOT eligible for the program they quoted according to the contract (copy attached). Santanna has refused to call me to resolve the issue with their sales consultants - ******** Energy Consultants. They first emailed AEC on 12/27/22 with a 2 day call back. that still hasn't happened . I can't get any satisfaction from Santanna and AEC never contacted me.

  

  Business response

  02/01/2023

  At Santanna, customer satisfaction is our top priority, we sincerely apologize that your experience with our company has not met your expectations. We understand how frustrated you must be. As of January 27, 2023 we have processed the cancellation of your account. The utility has provided an effective end date of, January 28, 2023. You should receive a letter in about a week confirming the cancellation. If you have any further questions or concerns, please contact us at ************** or at ****************************************** We'd love the opportunity to regain your trust, please consider Santanna in the future for your electric and gas needs.
  
  

  Customer response

  02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

  Customer response

  02/23/2023

  Please see attachments. 

  

  Business response

  03/02/2023

  Santanna sincerely apologizes for the delay in the cancellation. Santanna did place a drop on the account on January 27, 2023 as stated in the initial response. However, it appears that January 28, 2023 is the date the drop was acknowledged by the utility, and the actual effective drop date of February 21, 2023, was later determined by the utility.  
  

  We understand how frustrating this process can be and want to make the customer whole because of this oversight on our behalf. We will rerate the charges from January 28, 2023 through February 21, 2023. However,before we can initiate the refund process, we do need some information verified for the check to be mailed out. Please watch for a call or email from Santannas *********** Manager or contact our customer service representatives at **************.  

  Customer response

  03/02/2023

  Complaint: 18876055
  
  I am rejecting this response because: They called me yesterday - 3-1-2023 - and I gave them the information they requested...name, address, etc. They were going to get back to me and haven't so far. I'm still waiting for a phone call from them as I was instructed.
  
  Regards,
  
  ***************************

*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. ↩