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:06/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn’t get 2 months free, and my bill suppose to be the same for 24 months and it’s not going to be that.

  Business Response

  Date: 06/23/2023

  Rhythm reached out to the customer and explained the terms of contract. Rhythm reviewed the Rhythm Rewards options but the customer had not qualified for those promotions. The customer is reviewing their options. Rhythm has a 30-day Test Drive that allows the customer to cancel without an Early Termination Fee during the first 30 days for any reason. We have also given the customer additional plan options that she can swap to if any are a better a fit. There didn't seem to be a core dispute, just desire for more information which Rhythm has provided. We will action any subsequent requests from the customer and don't believe any further action is warranted at this time.

• Initial Complaint

  Date:03/31/2023

  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.

  When I enrolled into this company I was told my energy production would carry over month to month ;however, I just left the company because of extremely higher prices. Due to this, my carry over production after completing their contract is being kept for their profit. They refuse to refund to me an over production of electricity in the amount of $10.94. This amount is noted on their 03/30/2023 bill inv # ********. This amount is due to me since I produced it . In the event the situation was in reverse they would of made a collection on me and report it to the credit bureau. I would appreciate an investigation on this matter since it does not appear justified .

  Business Response

  Date: 04/06/2023

  Mr. ***** signed up with Rhythm on a solar buyback plan. At the end of his contract, he chose a different provider instead of renewing with Rhythm. There was $10.94 of Solar Buyback credits that can be applied to Rhythm invoices but have no cash value per the terms of the plan. Mr. ***** wanted that value returned to him by check which would be a cash value ask. Rhythm has made an exception and is sending a check for the $10.94 to Mr. ***** as a courtesy but emphasizes that Solar BuyBack credits do not have cash value. We appreciate Mr. ***** choosing Rhythm for his prior plan and hopes he will consider Rhythm in the future.

  Customer Answer

  Date: 04/15/2023

  
  
  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.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misleading written information regarding Referring a Friend reward program. Their website states “Referred customer must enroll in a non-Solar Buyback Plan of 12 months or longer.” However they don’t offer any other plans other than the one which is for 12 months. I feel this is deceptive, if they had not added on “of 12 months or longer” and offered other plan options I would understand why they refused the referral. I’ve attached a screenshot of the statement.

  Business Response

  Date: 01/19/2023

  Thank you for the feedback on the wording. To clarify no solar buyback plan is eligible and the plan the person enrolls on must be more than 12 months.
  The screenshot shown is fully public and our Rhythm Rewards program has certain constraints but as you have listed, they are minimal.

  We understand the disappointment that solar plans are not eligible for Refer-a-Friend but there are a few reasons for this.

  The main reason is that solar buyback customers are already able to earn bill credits on the energy they sell back to the grid and Rhythm already partners with solar installers for many referrals so we don't want those initiatives to overlap.

  We do not agree that the current form is misleading as it is both longer than a 12 month term and non-solar plans. The solar product suite is inconsequential.

  That said, we appreciate the feedback and will get with our teams to see if there are alternative ways to say this.

  Customer Answer

  Date: 01/20/2023

  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 still feel your statement online is misleading and you don’t give your customer a choice to get a different plan as you only offer the 12 month one. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 02/06/2023

  Good morning,
  We believe the language quoted by the customer in the terms of the program indicates clearly that she is ineligible to refer solar customers or customers who choose a term less than 12 months.
  The complaint filed by the customer affirms that she understands that the terms make her ineligible but she wants to be able to refer people.
  We do not offer Refer-A-Fried to solar customers because many come through solar installer relationships so this avoids a conflict between the customer's and installer's relationships.
  Thank you,
  Jennifer

  Customer Answer

  Date: 02/11/2023

  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 still feel their statement is misleading!!!!!!!
  
  
  
  Regards,
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 22nd they withdrew through the automated system as we are scheduled to pay automatically every month 85.26. and the bill that they just sent service date to December 2nd through December 15th shows that we have a previous balance of 9836 how is that even possible if we are paying automatically and it does not even match the amount they even withdrew. This bill shows that we have a current balance of $155.23 with an invoice day of December 18th how is that even possible if you withdrew an amount on December 22nd also it will not let me preview the last bill that was issued it reflects the same bill there's definitely double billing that's going on and definitely an error I attempted to call and they hung up on me the person that I was explaining must have been frustrated and just hung up on me at this point I want everything submitted to me in writing I want copies of the actual bill that won't allow me to open I've included the copies of the previous bill that shows an amount that was due for 9836 invoice day of December 4th 2022 again we have automated billing how is it that we have a previous balance when you withdraw automatically I canceled it this month until they can explain and detail how did they come up with these amounts. I've never had an issue until I canceled my contract with him now I'm being double billed and supposedly they have past balances that's not possible. I have included what the online amount shows reflects which is different from the bill that you issued which I do not have a previous balance because you withdrew on December 22nd..please advise and explain

  Business Response

  Date: 01/10/2023

  Ms. ***** was concerned about the balance forward of $98.36 on the 12/18/2022 invoice from Rhythm. There appears to be some confusion about the meter read schedule. Normally, payments were charged between the 18th and 21st because these were full billing cycles. Ms. ***** cancelled service with Rhythm by switching to another retail electric provider on 12/16/2022. This triggered an off cycle bill that was sent on 12/18/2022 which was before the prior bill sent on 12/4/2022 was due. That bill was due 12/21/2022 so autopay wouldn't be done before that date. This explains why there was a forward balance on the final bill. There was a payment made on 12/21/2022 of $85.26 which, with the $13.10 in Solar BuyBack credits from the 12/18/2022 invoice, satisfied the $98.36. There was no double billing. Rhythm has included both a billing and payment history for reference. The remaining balance due of $59.97 from the 12/18/2022 invoice is valid.

  The inbound call issue puzzles Rhythm because we don't have a record of Ms. ***** interacting with Rhythm after 10/21/2022. We apologize for any challenges she had in contacting us. We are available Monday through Friday 8 am - 8 pm and Saturday/Sunday 9 am - 3 pm central time at 1-888-774-9846 and [email protected].

  We have included the documentation requested attached to this response and believe this answers all Ms. Lopez's questions. We are available for any further questions at the modes of contact listed above.

• Initial Complaint

  Date:09/22/2022

  Type:Customer Service 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.

  Someone stole my identity, I locked my information down because they continued to try and get credit cards in my name. Multiple places have denied this person because of the warning ** ******** *** ******, Rhytm opened an account regardless. When I contacted the company they were no help, and refused to shut the account down, even after providing all my information. They said they could not assist me because I did not know the person who stole my identities address.
  
  *** ****** ******* ** ***** ******, where ** ******** *** ******, refused to make a police report because I was not in person. I live four hours away and was visiting, and wasn't aware ** ******** *** ****** ***** * ****** **** ******* ********* ** ******* * ******* had a account with them.
  
  Because Rhytm refuses to remove this fraudulent account my credit is at risk, I just want this account disabled and my credit to remain in good standing.

  Business Response

  Date: 09/27/2022

  Rhythm's credit check did not return any block for fraud so the service was enrolled appropriately. Ms. ******* contacted Rhythm to dispute the account creation and Rhythm returned the service location to its prior provider and has waived the remaining balance of $67.01 within a week of Ms. *******'s initial call. No reports have or will be made to external collections or credit entities for the unpaid service. We appreciate Ms. ******* informing us of the alleged fraud.

  Customer Answer

  Date: 09/28/2022

  [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.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have been with this company for 4years and them they change my meters and my bills when up in july to690.64and i am disability and in august they give me another build for1189.02so i can't paid it because i don't have the money to pay for it so bad about my paid so i switch company and i got first bills from them today and it 80.00 and it just 4days and that a lot so what can i doing

  Business Response

  Date: 08/30/2022

  Rhythm has reviewed the customer's concerns. The customer's rate has not changed from the fixed rate the customer signed up with. This customer was part of the contracts Rhythm bought and honored after Winter Storm Uri when the customer's prior supplier failed. Rhythm continued to honor that 36-month contract so the customer has been protected from market default rates last winter and the market price changes this summer. The customer's electricity usage, however, increased over five fold from May 2022 to July 2022. This was largely driven by the poles and wires company, ***** *** ****** ***** [****], including usage during the 3G to 5G meter exchange in the meter read referenced by the customer. Bills from March till June were estimated and once meter was replaced **** got the actual meter readings and included them on the meter read in question. **** confirmed that this consumption is correct, Rhythm does not have control over the meter reads and the customer is responsible for their consumption. Rhythm empathizes with the high electricity bills that come from increased usage but has billed the customer in accordance with the contract and the customer did not communicate the need for payment arrangements to Rhythm. The customer has since left Rhythm and Rhythm is no longer their electricity provider. This complaint should be against ***** *** ****** ***** not Rhythm although our association as the electricity supplier is understood. We do everything in our power to act as an advocate for our customers. In this case, the usage charged was incurred by the customer and confirmed by ****. The timing of the charges was caused by ****'s 3G to 5G meter exchange.