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:03/27/2025

  Type:Order 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 have not been fairly treated, or helped my contract provides.

  Business Response

  Date: 04/15/2025

  On 04/07/25, Rhythms Customer Support Team supervisor made a courtesy outbound call to Mr. ********* to discuss the complaint filed. The supervisor explained that the account is on *********************** PowerShift Solar Buyback 12 plan. This plans surplus rate is on a time of use energy rate, meaning depending on the time of day when the consumption is produced is how the energy rate is calculated for his account. These calculations were sent to the customer in the Terms of Service when he enrolled on the Solar BuyBack eligible plan. The supervisor reviewed the surplus generation for his account and how *********************** Solar BuyBack credits work for this account. The supervisor advised that the contract end date for Mr. ********** account is 05/22/25 and gave instructions on how to renew his contract online. The supervisor placed a $25.00 credit on Mr. ********* account as a one-time courtesy for the inconvenience this has caused. The supervisor also provided the Texas Powerguide website to Mr. ********* so that he could compare other solar buyback plans available if he chooses to.
  

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 have been a customer of ****************** for a year or two on their Solar buyback plan. My contract was expiring so I renewed it in November. New contract doesn't go into effect until December 20, 2024. I called them on December 17, 2024 because I found another company with a better buyback rate so I hopefully wouldn't spend so much each month.When I called, *** told me I had to pay a $200+ EARLY termination fee for the new contract. A contract that hasn't gone into effect yet and they haven't provided service under the new contract. I asked for a supervisor. Got tired of waiting so I hung up. Supervisor called and call was immediately dropped and no call back

  Business Response

  Date: 12/23/2024

  Contracted power is procured based on the signed contract and the market prices on that date, which is why the Early Termination Fee applicability is determined on the renewal agreement date. Regardless, we apologize for any inconvenience and have waived the Early Termination Fee. We are grateful to have served your home the last few years and hope you'll consider Rhythm again in the future.

  Customer Answer

  Date: 12/24/2024

  [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

  Date:12/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Dear BBB managers,I hope this message finds you well. I am writing to formally lodge a complaint against Rhythm energy Company concerning a troubling issue with their referral bonus system and the transfer of balance after I moved to a new address.I began using Rhythms services in July this year, after being encouraged by the companys promotional offer where existing customers could refer new users and receive a bonus of ****** points for each successful referral. There was no limit to the number of referrals one could make, and for every ****** points, I could redeem $100, which could only be used for paying my electricity bills. Since July, I have successfully referred others and also benefited from referrals, earning a total of $500 in bonus points, of which I have used $270 to pay my electricity bills, leaving a remaining balance of $230.However, I encountered a problem when I moved to a new address. I had already requested the transfer of my Rhythm service to my new residence prior to my move. To my surprise, I discovered that my remaining $230 balance did not transfer to the new address. When I contacted Rhythms customer service, I was informed that the balance could not be transferred because the points, once redeemed for balance, could only be applied to the current address and would not follow me to my new home. Furthermore, they refused to refund me the $230 balance.This situation seems to be a clear case of deceit and a breach of trust. At no point during the points redemption process was I informed of this limitation, and there is no such notice on the Rhythm website. This lack of transparency and unfair treatment is unacceptable, and I believe I am entitled to a refund of my $230 balance.I hope BBB could help me get my balance back and take appropriate action against Rhythm for their misleading and dishonest policies. I look forward to your prompt response and assistance. Thank you so much for your help!Sincerelly,****** **

  Business Response

  Date: 12/19/2024

  Rhythm Rewards have no cash value and are service address specific per the terms of the program, but we are grateful for the customer's loyalty and referrals and will apply the remaining credit to the new account.

  Customer Answer

  Date: 12/23/2024

  [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.  Thank you so much for your time and help.

  Thanks,

  ****** **

  
  
  
   

  
  

• Initial Complaint

  Date:09/23/2024

  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.

  I called about renewing my service and asking for my deposit back. went around for 3 seperate tries to get my money back. I was told multiple times that the deposit is non-refundable. Finally last person I spoke with said he can process it. I explained Im pretty frustrated by the whole experience. And that I will be looking for another company. Next week my power was turned off. Called them and they returned the power but would not take any responsibility. Now I had 3 seperate bills for this month. One bill showed my power bill all of a sudden went to $583.18 because they deducted my deposit. how conveneint when my bill has always been $380-450. I recieved a bill before that for $132.75 wich I paid promtly. That bill with the inflated numbers reflected that amount minus the $200 deposit returned. 3rd bill is $85.14 wich I paid and 250 and change wich I paid. This I fell is theft. I dont appreciate being used! especially when I pay all my bills with you guys on time. Return The money and stop using good customers. long game you wont have customers if you treat people this way. If this is not resolve I will be seeking a different remedy. Return Money. total paid this month $668.63.

  Business Response

  Date: 10/02/2024

  The customer did not pay a deposit but rather a Deposit Alternative Fee of $200 to start service. This is an option provided if the customer wishes to pay a lower amount at enrollment as a fee rather than a deposit that would be eligible for return. The customer called ********************** prior to submitting this complaint and Rhythm reviewed the enrollment call. Rhythm found that the agent was not clear in explaining the difference to the customer so ********************** provided a credit for the amount paid of $200 on 8/28/2024. Visible on the 9/4/2024 invoice in the "Payments and Adjustments" section. The energy charges are correct per the contract, similar to previous billed amounts. and are not subject to refund. Rhythm reviewed the calls and a move out was requested, the customer was informed that that would result in loss of power, and affirmed the request. The reestablishing of power 9/3/2024 incurred an ************* fee of $0.50.The customer is no longer active with ********************** and $156.84 remains due 10/14/2024.

  Deposit versus Deposit Alternative Program Details:

  Deposits can be paid online during sign-up or by calling 1-888-7RHYTHM. The deposit must be satisfied before an enrollment can be confirmed or electricity service started. Deposits will be fully reimbursed after 12 consecutive on-time payments, with interest at the rate approved by the PUCT.
  Deposit Alternative Program - For Eligible Customers
  Some customers may qualify for the Deposit Alternative Program based on their credit profile. The Deposit Alternative Program requires payment of a Deposit Alternative Fee before enrollment can be confirmed or electricity service started. The Deposit Alternative Fee is non-refundable.

  Customer Answer

  Date: 10/04/2024

  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.  They are lying unfortunately. On one of there bills they put a refund then added more o the bill. See attached one of 3 bills for September.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  ***** *******
  
  
   

  
  

  Business Response

  Date: 10/07/2024

  The screenshot provided by the customer shows the credit applied, settling the entire previous balance. The new charges were for electricity used 8/14/2024-9/2/2024. Electricity continued to be used at the home after the $200 credit was requested and that usage was charged at the contract rate. No further credits are warranted.

  Customer Answer

  Date: 10/07/2024

  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.  Obviously they are not a reputable company. I hope all customers are aware of there bait and switch tactics.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  Tamir Mohamed 
  
  
   

  
  

  Business Response

  Date: 10/07/2024

  Rhythm has attempted to resolve the customer's ask. We appreciated the opportunity to review the ask for the $200 Deposit Alternative to be credited back since the agent was not clear the this was a non-refundable fee to start services. The $200 was credited and the only other charges on the invoices, that were sent by Rhythm and provided by the customer as evidence, show that the charges were at the contract rate for electricity used during this period. There is not justification for not charging for power consumed in August and September at the customer's service address.

  Customer Answer

  Date: 10/07/2024

  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.  They are lying they already stated in the first response that I dont get a refund. Then they did it and added that amount. Paid over $650 with this unethical company.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  Tamir M
  
  
   

  
  

  Business Response

  Date: 10/18/2024

  The customer continues not to dispute either the contract rate or the electricity used. This electricity consumption has been received from the kWh read from their meter. The deposit alternative fee in question was waived after Rhythm's investigation. Rhythm would like evidence of what the justification for the incremental $400 in credit requested is for. The bills provided as evidence by the customer are affirmed in the contract agreement. Please provide further documentation for review if the present settlement is believed to be unsatisfactory as Rhythm has already credited the amount related to the substance of the complaint.

  Customer Answer

  Date: 10/22/2024

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

  Tamir Mohamed 

   

  
  
  
   

  
  

  Business Response

  Date: 10/23/2024

  The customer continues not to dispute either the contract rate or the electricity used. This electricity consumption has been received from the kWh read from their meter. The deposit alternative fee in question was waived after Rhythm's investigation. Rhythm would like evidence of what the justification for the incremental $400 in credit requested is for. The bills provided as evidence by the customer are affirmed in the contract agreement. Please provide incremental documentation to support credit beyond the $200 for the waived Deposit Alternative Fee. The invoice attached shows the kWh consumed and charges at the contract rate. Please provide further documentation for review if the present settlement is believed to be unsatisfactory as Rhythm has already credited the amount related to the substance of the complaint.

• Initial Complaint

  Date:08/14/2024

  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.

  I have made several calls to Rhythm about my electric usage and the huge amount of kwh that this apartment had been consuming. I even contacted the city to check the meter, the leasing office of my apartment complex multiple times to check the central heating/air unit in my apartment. They have replaced the motor of the united and also cleaned the unit since. I am in a 1-bedroom apartment with only me residing here. I do not use a lot of electricity. I just recently received a bill for triple the amount of my monthly usage and reached out to question the company on this manner. When investigating, the company informed me that they had not been billing me the entire amount of my services monthly, allowing the additional amount to be accrued over time. No one informed me of this; however, I did receive an email to my spam folder saying someone had tried to call me in regard to the " Average Billing" option on my plan. I did not receive a call from anyone at the company that day or the days to leading up to the email. I am not in a contract deal, and I have not had a late payment or disconnection fee as the amount per month has always been auto drafted from my banking account. I resided at a different apartment complex a year before my current location with a roommate and we had Rhythm as our primary service there as well. Never did our bill accrue an extra balance monthly or did our bill go above $130 a month. I have the exact same plan at this apartment complex. I also noticed that there were three different months on my billing statement here at this location where I was charged twice in the same months. I believe either I was misinformed on my plan, the company is trying to extract extra money out of my bank account as my payments are auto drafted, or there has been either a mechanical or electronic error on their behalf. My average bill is between $158-$171. This is the only month where I have been unemployed and now my bill is $819.17. The timing is odd.

  Business Response

  Date: 08/28/2024

  As the customer indicated, this account had opted in to Average Billing which smooths the seasonal impacts of usage. Additionally the customer signed up with ********************** on a variable rate that changed during the period in question. Rhythm identified in July that the account's bills from July 2023, when the customer originally signed up, were about double the assumptions made in the Average Bill baseline. As a result, Rhythm adjusted the Average Bill amount and informed the customer so that the accrual would not continue to grow as quickly. Rhythm provides the accrual on the first page of every invoice to inform customers the actual billed ********************** charges relative to the average billing amount. Rhythm spoke to the customer on 8/12/2024 and explained that the invoice in question included the energy charges for that month of $270.29 + the Average Billing Settlement Debit for $548.88. After review of the BBB complaint, Rhythm has provided $200 in Rhythm Rewards as bill credits in consideration of the customer's mentioned hardship that coincided with the annual average billing accrual review. Rhythm apologizes for the inconvenience caused by the coincidental timing. The customer has mentioned that they will move out shortly so a fixed contract may not make sense in this circumstance, but Rhythm would recommend the customer sign a fixed contract for average billing to have more consistency.

  Customer Answer

  Date: 08/29/2024

  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.  
  

  Thank you so much, Rhythm, for your adjustment. I am very appreciative. Id like to mention that when I started my account in July, I was not verbally told about average billing . It wasnt until the end of July that I was even actually able to log into my rhythm account because they system did not register me, for some reason. There still have been months where I was charged double with no explanation of why I paid twice for my bill in at least three months. Also, when I was told that I discontinued Average Billing, I was unaware as the message looked similar to the Paperless Billing message I would always get when I logged in and when I checked my emails. So I automatically assumed to press No as I have done so many times on the paperless billing statements before. The fact that there was an accumulated amount that I was not even aware was accumulating is the issue I have. Had I been adequately notified prior, and sent an Average Billing notification earlier in my business with you all, I would have been more aware. I am requesting another adjustment to my bill before I can pay it. I find it inconvenient that the one month I am without employment is the one month that my bill increased by 4 times what I normally is. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/03/2024

  Rhythm reached back out to the customer and provided an additional credit of $118.74 as a customer courtesy so that the customer was able to settle the balance and is no longer on average billing. Rhythm does not believe further action is needed.

• Initial Complaint

  Date:07/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 singed up for Rhythm energy about a month ago. Locked in a great rate and had a pleasant time speaking to the sales ***************** offers a credit incentive for $5 off monthly when you connect a smart thermostat. I was thrilled for this saving so I went to the store, purchased the ****** Nest, and installed it. Later on, I called Rhythm's customer service to set up the discount. They explained that the only smart thermostats they authorize are by ********* and ******. I mentioned I had already bought and installed the ****** Nest at home and cannot return because it has been opened. They escalated my request and followed up explaining that at this time they won't honor this discount. The misunderstanding could have been a mistake on my part, but the problem I have is that the image on their website about this promotion is misleading. The shape of the thermostat they show is exactly like the ****** Nest (round like the picture attached). If you look up the Honeywell or Amazon smart thermostats, the only shapes I could find available were squared. They also have a blog post about smart thermostats and the first one mentioned is against the ****** Nest: ******************************************************************************************************************************** Also the pictures here for the Honeywell and Amazon thermostats show a square device, not *********** I mentioned, this could be a misunderstanding on my end, but I believe it could've been avoided if there was more detailed information about what models are authorized and if their website didn't mention the ****** Nest in posts or made reference to it's shape in the link to set up the discount. I wanted to communicate this in case someone else is trying to take advantage of this discount. Please check what devices are compatible so you're not stuck in the same situation as me. Now I'm out $98 for the Nest + the potential $60 I could have saved this year. As a new homeowner, every dollar counts.

  Business Response

  Date: 08/01/2024

  Rhythm had not launched its demand response program when this customer enrolled so the details provided were not related to Rhythm's program nor were they offered on the phone during enrollment. Rhythm contacted the customer after receiving this complaint and went over the options that would be available. We were able to find alternative offer that gave similar bill credit options and the customer seemed satisfied with the resolution.

  Customer Answer

  Date: 08/02/2024

  [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

  Date:07/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 am a current customer with **********************, and I currently have the Choose Again 12 plan for 12 months for which I signed up for on July 2nd, and service started on July 7 2024. I signed up for the energy plan through Rhythm's own website, ***************************. I got an email from Rhythm giving me options on plans to choose from to continue receiving service with Rhythm as I was approaching the end of my previous contract with them. When I went to sign up for the new energy plan, I saw that they were offering a 30-day free trial on the new plan after I sign up for it. They described that this 30-day free trial meant that I could cancel my energy plan within the first 30 days without any penalties or extra charges. Since they stated this feature as I was signing up for the new plan, I should be entitled to be able to use the benefits of this feature if needed. When I called Rhythm Energy customer service today, July *******, the associate told me that I wasn't eligible for this 30-day free trial since I wasn't a new customer, but when signing up for the plan, there was nothing stated that specified that it was only for brand new customers. Also I was already logged into my existing Rhythm account and was able to still see this special feature, meaning that this option was available for existing customers as well. I would like to receive a waiver from Rhythm that would allow me to not have to pay the cancellation fee if I wanted to leave within 30 days.

  Business Response

  Date: 07/23/2024

  The 30-day Test Drive is intended to be a trial period for Rhythm's service for new customers. Once a customer is renewing, they already know who Rhythm is and a Test Drive is unnecessary. While the terms of the promotion state that it is only for new customers, the plan selection screen on the website incorrectly displayed this brand promise as seemingly relevant to the renewal so we have provided an ETF exemption to the customer. We hope the customer will choose ********************** again in the future. Thank you for informing us!

  Customer Answer

  Date: 07/25/2024

  [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

  Date:05/22/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 is an electric company. They sent me a security system and wanting to charge me more. I never asked for this product. They have been refusing to send me a label to return the item. They have now charged me $372.03. Stating they are concerned this a sale to me. I don’t appreciate this harassment and force of a sale of a product I didn’t order, want or need. I am requesting a credit, and additionally, I $500.00 check sent to me as they compensation for their desire to waste my time. And their refusal to take responsibility for their error.

  Business Response

  Date: 06/04/2024

  This customer signed up on that plan which was not eligible for solar buyback credits even though the customer, he then informed Rhythm five and half months after signing up that he had solar panels and had completed the interconnection process with the utility. It seemed he had not referenced the contract documents to understand what was included in each offer. We then swapped him to Rhythm's Solar Buyback plan as a courtesy, even though he had a binding contract for 24 months without solar buyback credits and gave him $240.29 in retroactive credit for the plan as a courtesy. A check was mailed 5/11/23. He kept the security system from the original contract.

   

  The term for the Solar Buyback plan was shorter than the original offer (12 versus 24 months) that gave him the no charge security system. When he cancelled at the end of the 12-month term, a Device Cost Recovery Fee was applied for $249 to recoup the cost of the customer not staying with Rhythm for the full term agreed upon for the free security system. Our customer support offered to waive the $249 fee if he sent the security system back (even used), shipping would be the customer's responsibility in this case since it is a recovery fee similar to any other product return, but he refused. We have since waived the fee as requested, but we will not be giving him hundreds of dollars for inconvenience. Nor waiving the energy charges rightfully due to Rhythm for energy consumption. Mr. Solis paid the outstanding invoice in full 5/22/24 and Rhythm refunded $249 back to his VISA 5/23/24. We do not believe any further action is warranted.

• Initial Complaint

  Date:05/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 am a customer of ********************** and have had the worst experience just now. I signed up with them last year in September or October 2023 under their Simply Protect plan which includes a Simplisafe Hole Security system/kit with the ************************************************************* *******, ** from **************, ** and they are servicing my new address as well. However, they emailed me my final bill today May 6th ******************************* **************. The final bill stated I accrued a charge for $249.99 for the INCLUDED SECURITY SYSTEM recovery charge. My plan has not changed, it is still being offered and utilized to me at my new address in *******, **. I processed a move out with Rhythm Energy and was never told my plan would change upon moving. I should not be charged for a security system provided to me, especially since I am still on the qualifying plan which it was offered to me with. On top of this incident I have been severely uncharged and lied to about their average billing practices and I should bear no responsibility for this account nor its remaining balances. The customer service and practices are horrible and extremely negligent. I would like this investigated and my account absolve with ZERO liability on my part.

  Business Response

  Date: 05/22/2024

  The customer signed a contract that included a security system. Rhythm does waive the Device Cost Recovery Fee for Transfers of Service and waived this fee once informed by the customer. We apologize for the delay in this action and appreciate the customer bringing it to our attention.  In regards to Average Billing, the customer was credited $71.41 so the customer's estimated Average Bill was fairly accurate and resulted in a credit on the 4.8.2024 invoice that helped reduce the accrued past due balance. Rhythm called the customer on 5.7.2024 and explained the above, the customer seemed satisfied that the concerns were resolved. The customer still owes ********************** $255.51 for energy charges at ************************************** and will transfer this balance to **************************************************************************** if payment is not made.

  Customer Answer

  Date: 06/12/2024

  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.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/20/2024

  The customer did not pay the remaining balance of $255.51 on the originally cancelled account. This balance was net of the waived Device Cost Recovery Fee and represents charges for electricity consumed at ********************************. The customer then moved to ********************** so the remaining balance from the prior location was transferred to the new account on 5/29/2024 after being past due the last two invoices at ********************************. Charges were not paid for electricity despite the previous dispute being particular to the $249 Device Cost Recovery Fee. The meter reads have been provided as actuals by the Transmission and ******************** and the charges were accrued based on the plan the customer has maintained at the new address. The primary concern seems to be affordability. Rhythm participates in the ********** List Administrator program that allows customers to seek pledges for their service. Mr. ********* account has secured a pledge for $243.94 that will be applied to the account once ********************** receives the funds from the *************. The customer has also enrolled in Pick Your Due Date that should help with budgeting as well. The customer could also enroll in Average Billing if the summer's likely increased usage due to hotter temperatures is of concern. The charges incurred at ********************** for 4/30/2024-6/9/20274 were $243.94. $255.51 + $243.94 = $499.45

  In conversation with the customer after the ******************** complaint was received, it seems like there is a payment the customer believes to have been sent that was not received by Rhythm for the prior account balance. Rhythm has asked the customer for proof of payment in order to locate the funds. Rhythm is pending response from the customer and does not believe any further action is warranted at this time.

   

  Customer Answer

  Date: 06/26/2024

  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 provided adequate proof in the form of screenshot and banking statements showing that the amount of $****** has already been paid on April 10th, 2024. Rhythm Energy has ignored any and all evidence provided to and requested by them in order to resolve this matter. I am seeking to have Rhythm Energy be accountable for their misuse and loss of the payment in the amount of ****** by having them make my balance 0 as it should be. Negligence of receiving payment is not the consumers fault. Rhythm energy needs to step up and take responsibility as a company and make this right. All documents provided to Rhythm Energy are attached here as well. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 07/09/2024

  Rhythm has applied all valid payment as shown in "Received Payments" screenshots. The only payment not received was the one for $255.15 where the documentation was reviewed and rejected previously by Rhythm for apparent alteration of the document. Screenshots of the Cash App document provided by the customer in this complaint showing the difference in appearance between the questionable and processed payment are attached. Rhythm requests that the customer attempt to make a valid payment or if the $255.15 payment is real, please provided unaltered documentation to that effect.

  Customer Answer

  Date: 07/16/2024

  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 issue. 

   

  This company is claiming false allegations and trying to direct any blame upon me. Regardless, I have spoken with a representative at rhythm energy and worked out a payment plan. However, this fraud of a company should nonetheless be held responsible for any and all misappropriation of funds and misadvertising/false pricing. This will not be resolved until they admit their fault and credit my account accordingly for any inconvenience and attempts at defamation. If not, I will pursue legal options and sue for defamation and false allegations of altering official documents. 
  
  Regards,
  
  
   **** *******

  
  

  Business Response

  Date: 07/24/2024

  The customer says in their response that their issue was resolved with the waving of the Device Cost Recovery Fee and plan review with Rhythm's Customer Support. ********************** has already apologized for any confusion and inconvenience. The customer's additional concerns are not ***** caused by Rhythm. We are happy to continue to work with the customer on any asks he has for his electricity service. Rhythm does not see any asks beyond the apology that has already been given for the confusion and is reiterated here. We strive to have a seamless customer experience, but fell short in this case because of the timing of the move out and move in for the new address. Regardless, we agree that the fee should have been waived and provided that consideration.

  Customer Answer

  Date: 07/30/2024

  [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

  Date:04/17/2024

  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.

  On 4/9 and 4/10 I contacted Rhytm energy in regards to assistance and options to avoid disconnection I was advised by a representative i could pay 50% of the amount due which was $167 and I could pay the remaining $167 on 4/18. I called rhythm on 4/17 to make the remaining payment of $167 which was the arrangement given to me by their representative. I was told that the representative made a mistake and I would need to pay a larger amount to avoid disconnection. I explained my current hardship due to not being employed and because of the information and arrange set by their representative on 4/10 I was ONLY able to pay 167 to keep me from being disconnected. I explained if I had the transparency and the correct expertise from their employee I could have found a way to gather $264 which is nearly 100 more than what was advised for me to pay. The company continuously failed to acknowledge the wrong doing of their employee and advised if I did not pay the full 264 by Sunday my electricity would be disconnected on 4/22. I am not in the position to pay the amount they are now telling me to pay due to limit of funds. I only have what was arranged for me to pay. I would like for my billing to be updated and for Rhythm to hold up to the agreement that was provided to me on 4/10 for me to pay $167 to avoid disconnected until my next due date

  Business Response

  Date: 04/18/2024

  Rhythm has been working with this customer in hardship since May 2023. The customer has sent numerous returned payments and defaulted on several payment arrangements. In spite of the failure to satisfy previous arrangements, Rhythm has provided exceptions to allow Ms. ***** to continue making payment extensions. Ms. ***** explained her hardship to Rhythm's customer support in December and ********************** suggested she contact 211 since she had previously qualified for a pledge to help with affordability from a community organization. ************** provided a pledge in December 2023 that has been fully expended. Rhythm reviewed the calls in question after Ms. ***** contacted Rhythm Support yesterday, 4/17/2024, and has already agreed to provide Ms. ***** the original payment extension terms before receiving the BBB complaint. Ms. ***** has not yet made the $166.70 payment required by today, 4/18/2024, from the original Support conversation. If that payment is made and the arrangement is not broken, then Rhythm will provide an additional extension through 4/25 for the $98.24, which is the additional amount from the default deferred payment plan that Ms. ***** did not satisfy and would generally make the account ineligible for new payment arrangements. Rhythm has worked with Ms. ***** to try and get the account current through numerous payment arrangements and will continue to support Ms. ***** through this challenging time as long as the payment arrangements agreed to are satisfied.