ComplaintsforChampion Energy Services

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  • Dates of the transactions: 05/24/2023 and 06/26/2023 • Champion Energy charged me $507.16 ($193.70 for May and 314.09 in June) on my last two bills, as mentioned above. • I was out of the county for two months, with all my appliances off (but the fridge on the lowest level). They charged me $193.70 and $314.09 in this period. • I have filed a dispute to get a refund, but they did not provide a protocol or tracking number for my dispute. Champion Energy told me they would “investigate the issue.” Still, I have to wait 3-7 business days (but it can take longer if there’s a problem with the energy meters) and pay the absurd bills before they “investigate and process my dispute.” • I am attaching the bills I disputed, the transcription of my dispute with Champion Energy’s call center, and my tickets to prove I was in Brazil during this period.

  Business response

  06/26/2023

  Thanks for reaching out regarding your billing concerns. Our records show that we started the investigation on 6/23/2023 after you chatted with one of our reps. We work closely with your transmission and distribution utility (TDU) who owns the poles, wires, and meter. They have to validate and complete their review before we will have an update regarding the investigation. We do add protections to your account during the review, as we know it can take up to 45 days to hear back from your TDU, which is CenterPoint Energy. Once CenterPoint provides an update we will reach out with the results and inform you if a billing adjustment is needed due to a change in usage data from the meter.
  
  Please know that during extended high heat, like Texas often experiences, even an unoccupied home can see an increase in usage. Anything plugged in pulls power. Your refrigerator is a great example. In high heat and humidity, it may run more frequently. Plus, an empty fridge runs less efficiently than a fuller fridge.
  
  Thanks for your continued patience while we review and address this concern.

  While you wait, you can access your smart meter date online in the customer portal or from Smart Meter Texas. You are able to download an hourly view of your usage from the portal and 15-minute interval data from Smart Meter Texas. This can help you see where there are larger spikes of usage compared to your average. For example, a quick look at your last 30 days usage shows the average hourly usage is 2.8 kWh. Your usage increases around 5 pm most days. And, the days you had over 5 kWh in an hour occurred only in June, again usually between 5:00-7:00 pm. 
  

  
  Sincerely,
  Champion Energy 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife Robin and I chose Champion Energy Services because of the way the solar buyback program was explained to us and our solar consultant Richard ***** . We are stuck in a 3 year agreement with them based on the information provided. They never furnished us a written contract. We are being charged 9.7 cents per kwH by Champion Energy Services for any energy provided by Champion Energy Services and 4.4408 cents per kwH in delivery charges. I used 292 kwH provided by them. My system generated 431 kWh returned to them during peak daytime hours. They bought back the solar that was returned them at 3.4 cents per kwH. My complaint isn't that they paid me 3.4 cents per kwH for excess energy returned to the grid. My issue is that I was charged at a higher rate on energy that was ultimately returned to them. My net energy is what any charges should have been based on which is 292 kwH - 431 kwH which is -139 kwH. In other words, I should have been credited for 139 kwH. Instead I was charged $29.88 when they received more energy from me than I received from them.

  Business response

  01/25/2023

  Thank you for reaching out about your dissatisfaction with the solar buyback program.

  
  The wholesale prices that we pay customer as solar buyback credits are set by ERCOT and are what we would get paid if we generated the electricity. It is a pass-through credit. Our buyback program has never offered a 1-to-1 buyback at the same rate of the energy rate for consumption.
  
  Providers that offer fixed rate solar plans often include a premium, meaning you are paying a higher rate for your consumption. We do not have a specific solar plan, rather you can choose the electricity plan that best fits your needs and if you have solar panels and surplus generation that is returned to the grid you will receive credits based on the ERCOT wholesale price. The wholesale pricing can fluctuate in 15-minute intervals. Factors that play a role in the wholesale price include time of day, seasonal demand, and your load zone.

  
  We receive your meter usage data from your utility company, Oncor, and Smart Meter Texas (SMT). Once your SMT data shows excess generation, Champion Energy begins applying the solar buyback credits and sends an email. I show we emailed a notice on January 3, 2023 to [email protected]. It was not opened.

  
  For your convenience, here is a link to view that email online: ********************************************************************************************************************************************************************************************************************************************

  
  The email is to inform you of the first bill you can expect to see the solar credits, which for your account was the bill due on 1/19/2023. The email also provides a link to our Solar FAQ page, which can be accessed here: **********************************************************************************************

  
  The greatest value you will receive from your solar panels is the generation that is used by your home so you are drawing less power from the grid.

  
  We apologize if you felt our solar program was not well explained or that your solar installer promised you no utility bills. There are no additional solar credits due on your account based on the SMT data we received.

  If you need an additional copy of the enrollment confirmation showing you the details of your plan, we can resend that information. Please note that the plan you enrolled in is not solar specific, so the Energy Facts Label (EFL) is related to the rate you pay for consumption and does not mention solar buyback. 

   

  Sincerely,

  Champion Energy

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

   

  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I would be satisfied if they would reduce my commitment time without a penalty.  I chose their plan after Tim ***** explained the rates to the solar installers.  It was not properly explained, or I would have chosen someone else. 

   

  Regardless, I do need the copy of the contract/ plan sheet.  I especially need the details on the penalty for trading companies/ cancelling service.
  
  Regards,
  
  
   

  
  

  Business response

  02/07/2023

  Our team strives to deliver an excellent experience and are disappointed that this was not the case for you. We train all our agents regarding our solar buyback offering with a focus on making sure our customers know we do not offer a 1-to-1 buyback. Plus, unlike with other retailers, we do not make customers choose a specific plan to qualify for solar credits, which often means there is a markup on the energy rate or includes a monthly fee. Rather, we remain focused on offering highly competitive electricity plans, all of which include solar buyback. It’s unfortunate that your experiences with solar have been difficult. We stand behind and are proud to continue to offer solar buyback to our customers who have invested in solar panels.

  
  For your records, here are links to access your enrollment letter, the EFL, and the solar addendum landing page.

  
  Enrollment Confirmation: ******************************************************************************************************************************************************************************************************************************************
  

  Energy Facts Label: ******************************************************************************************************************************************************************************************************************************************************
  

  Solar Addendum: *************************************************************************************************************

  Notes on your account indicated the EFL, terms of service, and your rights as a customer were provided earlier in response to a PUC complaint in December. Please reach out if you need additional documents resent.

  
  Sincerely, Champion Energy

  Customer response

  02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Please leave my complaint for others to see, so Champion Energy Services will be exposed to others.  I would be happy to just have the ETF reduced, but they don't care about customer satisfaction in the least.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business response

  02/10/2023

  Maurice, we do care about our customers and sorry to hear you feel otherwise. We will have a customer care manager call you to discuss reducing the ETF. We’ve already purchased the power for your 36-month plan, which is why there is an early termination fee for customers. We’ve already incurred the cost for your entire contract term. We hope you are able to find a solar buyback program that better meets your needs.

  
  Sincerely, Champion Energy

  Customer response

  02/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.   We have agreed that I will be credited half the amount of the early termination fee which comes to $175 which is half of the initial $350.  If they honor their word, then I am satisfied. 
  
  
  
   
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received assistance from the Texas Homeowner Assistance Program in reference to paying my light bill December 15, 2022. I forward the email from Texas Homeowner Assistance Program indicating payment in amount of $884.93, to Champion Energy. Meanwhile, I received an email from Garbrela ******* with Champion Energy on December 20, 2022 @9:19am, stating a pledge was placed on my account to protect from termination of service. At 11am on December 20, 2022 my lights were disconnected. I call Champion Energy and spoke Erica and was told I had to wait 4 to 24 hours before service will be restored. I requested to speak with supervisor and was told by Erica no supervisor was able. Meanwhile, my daughter and I were sitting in a very cold house with no heat or electricity.

  Business response

  12/22/2022

  Erica, sorry to hear you are having difficulty paying your electricity bill and your power was turned off. We try to avoid disconnections when we receive a pledge for payment. The disconnection order was placed on your account at 7 am and we did not receive your pledge information until 9 am. We attempted to stop the disconnection order. Unfortunately, due to the timing of receipt of your information the disconnection could not be stopped. We also contacted CenterPoint Energy (who makes the disconnections and reconnections) to check on the status they indicated they are experiencing system delays, which is impacting turning on service for both new customers and disconnected customers.

  Power has since been restored. We also offered a $25 bill credit that you declined. A supervisor will reach out to you to follow up, per your requested when you spoke to our customer care escalations agent.  

  
  Sincerely,
  Champion Energy

  Customer response

  12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  The information that was  provided is incorrect.  I requested to get more than $25.00, from what the representative offered and I was told that is the most I could received. I never denied any refunds. Also, I once again requested to speak with a  supervisor and was told no supervisor was available and a supervisor will call you back in 48 hours. I never received a  call from a supervisor. It has been a hassle  deal.with Champion Energy.  This has been one of many issues I have been experiencing with this compan. For example, this pass summer I erroneously selected the incorrect plan for my account.  I realized a month later the plan I selected was incorrect which was 16 per kilowatt, I immediately contacted Champion to change my plan. My plan was never changed until two months later. I was promised I would be retro from the date I requested to change the plan. I never received a credit.  

  Finally, as a customer for 5 years,  it's obvious I am not valued as a customer of Champion Energy.  I am requesting more than $25.00, for the hassle, inconvenience of not having power for 8 hours, and for not receiving a retro credit for not changing my plan as requested. 
  Regards,
  
  
   

  
  

  Business response

  01/26/2023

  Thanks for the additional information. A manager looked into the account and did see your contract was adjusted and back dated. She also reviewed the billing cycle of 7/14/2022-8/12/2022 and the adjustment for the rate difference was not applied. You will see a credit adjustment of $18.44 on your bill for the difference in rates from 8/8/2022-8/12/2022.

  
  As explained multiple times, the delay in restoring power in December was an issue that CenterPoint Energy had with their systems and processing reconnections. We quoted the allowable time for restoration, which is 24 to 48 hours and power was restored within 8 hours. These are not new guidelines. Ms. **** has had her power cut off due to non-payment numerous times and should be aware that restoration is not immediate.

  For reference, below is the information directly from the Public Utility Commission of Texas regarding reconnections. REP would be Champion Energy and TDU would be CenterPoint Energy for this specific situation. 

  Reconnection of service. Upon a customer’s satisfactory correction of the reasons for disconnection,
  the REP shall request the TDU, municipally owned utility, or electric cooperative to reconnect the
  customer’s electric service as quickly as possible. The REP shall inform the customer when
  reconnection is expected to occur in accordance with the timelines set forth in this subsection and in
  §25.214 of this title (relating to Terms and Conditions of Retail Delivery Service Provided by Investor
  Owned Transmission and Distribution Utilities). For premises without a provisioned advanced meter
  with remote disconnect/reconnect capabilities, if a REP submits a standard reconnect request and the
  TDU completes the reconnect the same day, the TDU shall assess a standard reconnect fee. A TDU
  may assess a same-day reconnect fee only when the REP expressly requests a same-day reconnect and
  a REP may pass through a same-day reconnect fee to the customer only when the customer expressly
  requests a same-day reconnect. A REP shall send a reconnection request no later than the timelines in
  this subsection. The TDU shall complete the reconnection in accordance with the timelines in
  §25.214 of this title.
  (1) For payments made before 12:00 p.m. on a business day, a REP shall send a reconnection
  request to the TDU no later than 2:00 p.m. on the same day.
  (2) For payments made after 12:00 p.m. but before 5:00 p.m. on a business day, a REP shall send
  a reconnection request to the TDU by 7:00 p.m. on the same day.
  (3) For payments made after 5:00 p.m. but before 7:00 p.m. on a business day, a REP shall send
  a reconnection request to the TDU by 9:00 p.m. on the same day.
  (4) For payments made after 7:00 p.m. on a business day, a REP shall send a reconnection
  request to the TDU by 2:00 p.m. on the next business day.
  (5) For payments made on a weekend day or a holiday, a REP shall send a reconnection request
  to the TDU by 2:00 p.m. on the first business day after the payment was made.
  (6) In no event shall a REP fail to send a reconnection notice within 48 hours after the
  customer’s satisfactory correction of the reasons for disconnection as specified in the
  disconnection notice.

   

   

  Customer response

  01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  I am very dissatisfied with the written response from Champion Energy.  I am at disbelief of your response.  As a person who is impacted by job loss and going through financial hardship. You have no sympathy or compassion for people. You overcharged me for my August 2022 bill and I never received credit until I brought to your attention. Yet, all you can say is my service has been disconnected on several occasions. I requested to speak with a manager on several occasions in reference to this matter and no manager never returned my calls. Its obvious you don't appreciate my business. I never received a formal apology on this matter. The only thing I'm receiving is insults!!!
  
  
  Regards,
  
  
   
  

  Business response

  02/07/2023

  We are sorry to hear that you are dissatisfied with the level of service provided. Champion Energy followed the PUCT rules in how we managed the pending disconnection. We took additional steps when we called CenterPoint Energy to escalate the disconnection and request a reconnection when it was not stopped due to system issues CenterPoint Energy was having on that day. Champion Energy also applied a $25 bill credit as a goodwill gesture despite doing everything we could to expedite the restoration of power.
  
  Once it was brought to our attention, after the original complaint, we also acknowledged there was an error and delay applying the $18.44 credit due to Ms. **** when she requested to change her plan in August. The credits were applied immediately and will be reflected on her next invoice.

  Customer response

  02/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called 3x in one day, and each rep left me on hold for longer than 15 then never returned. I have tried several other times to discuss my bill with others but always have issues. Want someone to explain my bill has gone up so much and has not gone down. AC is not being used and I keep everything unplugged. There are only 2 people in the home and we travel a lot. Nothing has changed in the home from last year. I have asked for someone to ck my reader and they said nothing is wrong. There has to be the usage/price can't change so much withing a few months? Nothing has changed. If anything it should be less as we are hardley home. We have turned off the AC since weather has been nicer. We have not used it in a month. Oct 2021 bill $155.21 Oct. 2022 $265.46. Between 11/2021 to 5/2022 bills ranged from $155 - $185 now all of a sudden are bills Between 06/2022 to 10/2022 bills range from $280-$365. Something is wrong!! There is no way

  Business response

  11/09/2022

  Thank you for bringing this to our attention. We strive for excellence, and it appears we missed the mark in your recent experiences when you reached out to customer care. Our understanding is that customer care reached out to you on 11/04 to discuss your usage and your energy rate. Based on the discussion, there is no credit adjustment due. Your account was billed accurately based on actual usage. We receive usage information from your transmission and distribution company and Smart Meter Texas (SMT).

  
  We appreciate all the steps you’ve taken to conserve energy. This year many customers experienced much higher usage because of warmer weather early in the season, then extended warm temps. Thankfully, cooler temps arrived, and customers should see usage go down. If you would like additional assistance reviewing usage and the bill projections, please reach out. In the customer portal, you can review usage compared to the same time last year. The comparisons show the differences in temperature too since that will impact usage the most.
  

  Thanks for your patience and understanding while we had someone reach out and follow up.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was with Champion Energy Services ("Champion") for 3 years. Suddenly I found that Champion egregiously overbilled me from June- July 2022 with a failure to properly disclose my change in rates. I filed a complaint with the ****** ******* ********** and they were found to be in violation. However, even being terminated as my provider, Champion continued to over bill me at an exorbitant rate (24 cents/ kWh vs 10 cents/kWh previous contract rate including delivery) for the following month. I settled the account to be rid of them but i believe that i am owed ~$345 in excess charges for one month (paid $568 for $220 in energy at the old rate), including $30 in late charges while my successful complaint was being processed at the ****** ******* **********.

  Business response

  10/31/2022

  The customer did receive multiple notices informing them that their contract was expiring and that they would be placed on a variable rate plan if they did not renew. Our website was updated to include links to the variable rate ***.

  
  Per the *** outcome, Champion Energy adjusted the billing from 06/09/2022-07/15/2022, which is the first billing cycle after the contract expired that was charged at the variable month-to-month rate.

  
  A supervisor made multiple outbound calls to discuss the resolution with the customer but never received a call back. The customer paid the outstanding balance of $330.81 on 10/30, which was a reduced amount after the billing adjustments were made on 09/23. No additional refund or adjustments are due. The terminated account is at a $0 balance. A final bill will be mailed showing the $0 balance for the customers records. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Switched to Champion energy and did legwork contacting various companies prior to switching to a better solar buyback program. I talked to various representatives at Champion energy and had from 3-5 calls done before deciding to switch. I wanted a fair buyback rate that will not incur much spent if my spent energy was less or the same as what I was producing. I asked if it will zero out if I was the same or below the usage which I was told repeatedly yes. Now I have been charged overages above what was expected because they charge almost twice the rate of what they pay for what I produce with my panels. Now I pay 3 to 4 times as much as I was paying without my solar panels in the past (panel loan + energy charges). My current bill with Champion energy is what I paid without a panel for standard usage. I do not even turn on the AC Daily to test out the theory and they are still charging a balance at the end of the month. Their weekly estimates do not reflect their bill. I will like to change providers and go back to my old provider and not have to incur their cancelation fee, my reasoning is that I was lied to when I asked about this matter when I called and inquired about service. I asked to speak with a supervisor and I was denied. The representative stated that no one else was available to speak with me. This is not the first time for me calling and I will like a resolution.

  Business response

  10/25/2022

  Thanks for sharing your concerns regarding our solar buyback offering. Champion Energy does not offer a 1-to-1 buyback for solar generation. Our agents explained solar buyback is based on wholesale pricing. How much excess generation you put back on the grid and the price you are paid is based on the time it is put on the grid and your load zone and is set by ERCOT. Using this model, our customers may experience solar buyback rates higher than their energy rate for consumption during peak demand when rates rise, likewise when demand is low the rate paid is lower.
  
  Energy rates are higher this year than previous years. We cannot speak to the rate you had in previous years before switching to Champion Energy or having solar production. How you’re paid for your solar generation is consistent with wholesale pricing fluctuations. A review of your account shows the following: Your energy rate for consumption is $0.108. The solar buyback rates you’ve been paid are as follows: $0.214 for the bill due on 8/1, $0.170 for the bill due on 8/29, $0.106 for the bill due on 9/28 and $0.060 for the bill due on 10/28.
  
  If you choose to switch to another provider, as a goodwill gesture, we will waive your early termination fee (ETF). Please contact us prior to cancelling or the ETF may automatically get applied. We hope that you will reconsider and remain with Champion Energy. Please reach out if you have additional questions.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Champion energy charges late payment fees even if my account is current and I am enrolled on auto pay. This company also has very rude customer service.

  Business response

  10/24/2022

  Thank you for bringing this to our attention. You were charged a late fee when your auto pay was declined due to NSF (non-sufficient funds). As a one-time goodwill gesture we will waive the late fee. A supervisor left you a message if you would like to discuss further. Thanks, Champion Energy

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ON 08/19/2022 my wife* **** ******, called and requested new service for a house we were trying to buy located at **** ******** ****** ** ********* *****. The Service was set to start on 09/16/2022. Confirmation * *********** **** * ******* *** *** *****************. Unfortunately the lender pulled and we were unable to purchase the home. Therefore we called Champion again on 09/12/2022 and cancelled the service before ever taking possession of the house or having the services turn on. Confirmation * **********. We thought the situation had been resolved until we received a bill via email on 10/07/2022 for $61.81. The bill stated that we were responsible for services at **** ******** ****** from 09/16/2022 to 10/03/2022. We called Champion on 10/08/2022 to rectify the situation. After speaking with a customer service representative we were told that the cancellation was in fact processed through their system and we should not have received a bill. Then we were told that there was also a bill in the system but it should not be there. When asked if they could removed the bill we told no. They stated that the only way to have the bill removed would be to send the issue to the back office, have it reviewed, then they would be able to remove the bill if it was necessary. We were told someone from the back office would contact us in the next few days to discuss the matter. We did not hear from them again. On 10/18/2022 we received a paper bill for the same amount. Again a call was made to Champion’s customer support line. After explaining the issue to the customer support representative, and explaining that it was necessary to resolve this issue immediately since it would be reported on my credit history in a matter of days, I was dismissed and given the same answer as before. There is no reason that I should have to pay for service that was never turned on, at a location we never lived at, for an account that even THEY agree was cancelled BEFORE the time of service.

  Business response

  10/19/2022

  Thank you for bringing this to our attention. Falling short of meeting your expectations is not to the standards we strive to achieve. I confirmed with our billing department that the balance will be credited back to bring the account to a $0 balance. This process was started on 10/13 when your account was removed from our internal collections process. Please rest assured that this billing error will not negatively affect your credit history. At no time was your account sent to collections or reported to any credit agencies. Also, you should not receive any additional invoices with requests for payment for the account. Please reach out if you need any additional documentation showing the account is at a $0 balance. 

  Customer response

  10/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I would however like to request that documentation of the $0 balance is sent to me at the following address:

  Nick Pappas 

  PO Box #1463

  Bedford Tx 76095
  

  Thank you, 

  Nick Pappas 
  
  
   

  
  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Champion Energy falsely represented their energy plan and sold me on a 3 yr contract based on what was explained to me in detail, but turned out to be lies. I recently converted to solar energy, and paid $65k for my solar system. Champion claimed their solar plan would be 11.6 cents per kwh plus delivery charge for any energy that I use from the grid, but that my produced solar would be deducted 1 for 1, and any energy that my solar produced over what I use would be rolled over the following month similar to an old ******** cell phone rollover plan. They stated they DO NOT DO "buy back", so 1 for 1 kwh would keep it simple. As an example they said if I use 1000 kwh, but produce 1400kwh, I would have a zero bill, and 400 kwh would roll over. I locked into a 3 yr contact. When I received my 1st bill, there was no solar on it. They stated it would not apply until a full month of solar was produced. When I received my 2nd bill, the billing was COMPLETELY different than what was sold. I produced twice in solar what I consumed, and they DID NOT reduce my solar produced. They charged 11.6 cents plus 4.4 cent delivery charge for night energy used from the grid for my 843 kwh used, and deducted 6.2 cents per kwh for my 1426 kwh produced. Despite producing near twice my usage, my energy bill combined with my new solar payment is higher than what I was paying for straight electricity prior to getting solar installed. In addition, all of the solar energy that I had produced from the prior partial month was disregarded and I received no credit for that energy. I called Champion Energy and they claimed no one in the company would have misrepresented like that and is refusing to release me from contract. This company is a scam and selling false service. Two other people in my neighborhood who converted to solar were also misled during this same billing cycle by Champion Energy and getting the same treatment.

  Business response

  10/25/2022

  Thanks for bringing this to our attention. Our team strives to deliver an excellent experience and are disappointed that this was not the case for you. We are taking steps to retrain all our agents regarding our solar buyback offering. The focus is on making sure our customers know we do not offer a 1-to-1 buyback. Unlike with other retailers, we do not make customers choose a specific plan to qualify for solar credits, which often means there is a markup on the energy rate. Rather, we remain focused on offering highly competitive electricity plans, all of which still qualify for solar buyback. Our solar buyback prices will vary as it is based on ERCOT wholesale prices – the same prices major generators get paid when they produce electricity. How much excess generation you put back on the grid and the price you are paid is based on the time it is put on the grid and your load zone. Customers may experience solar buyback rates higher than their energy rate for consumption during peak demand when rates rise, likewise when demand is low the rate paid is lower.

  One of our supervisors reached out to discuss cancel options. Since you were given inaccurate information by an agent, we will waive the early termination fee (ETF) if you choose to switch to another provider.

  We hope that you will reconsider. Please reach out if you have additional questions about our solar buyback program.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  FRAUD ALERT / SCAM ALERT - small business closed / moved out of leased location, ETF fee still charged.

  Business response

  10/19/2022

  Champion regrets that Mr. Jones does not feel satisfied with our service. Champion denies the allegations in the complaint and has made multiple attempts to explain to Mr. Jones why, under the terms of service that he agreed to when signing up with Champion, he will be charged an early termination fee because he has chosen to cancel his service before the conclusion of his contract. Champion provides its customers with complete copies of the applicable terms and conditions when a customer enters a service agreement with Champion. The same terms and conditions are also available electronically for customers to access 24/7 on Champion’s website. In the spirit of cooperation, Champion has reached an agreement with Mr. Jones to resolve the matter.

  Customer response

  10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  “A contract is limited to service to a customer at a location specified in the contract. If the customer moves from the location, the customer is under no obligation to continue the contract at another location. The REP may require a customer to provide evidence that it is moving. There shall be no early termination fee assessed to the customer as a result of the customer’s relocation if the customer provides a forwarding address and, if required, reasonable evidence that the customer no longer occupies the location specified in the contract.” -PUCT Law
  
  Regards,
  Scott Jones

   

  
  
   

  
  

  Business response

  10/31/2022

  Champion Energy waived the ETF and communicated this to the customer via email on October 24, 2022.

*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. ↩