Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] I still think it was a bad way to do bussesness to seniors.
Complaint: [redacted]
I am rejecting this response because: Santana very knows that if a customer changes their company, they are under the impression that they are getting a better deal. The wording is such that you figure that along with the taxes you have paid all along with utility bills, it is a reasonable tax. Which it is not, 9 dollars administration fee, for what???????I had a better deal with Com Ed. I want to be given back the money I over paid. The need for a the recording is a clear indication that Santanna is tricking with wording and legalized stealng.
Regards,
[redacted]
Customer: [redacted] Customer Concern Received from Revdex.com: 9/10/2015 Customer Concern submitted from Revdex.com: In June I talked to a rep who said they could reduce my electric bill by giving me a flat rate of $0.0749 / kwh. At that time my avg bill including any other fees, distribution...
charges, etc. was $0.116 / kwh so I thought the savings would be worth it as signed up. My first full bill was $0.151 /kwh, substantially higher than advertised and included a $7.99 admin fee I was not told about by the rep (but it was in a lengthy verification speech by another person). This verification process I also feel is fraudulent and I've requested the recording of the telemarketer because that person told me what and how to answer every question (I could only answer yes or no) so they could corral people through the process and get it recorded. When I called Santanna customer service I was basically told that's what I signed up for so I was stuck with it or I could cancel for $100. After I requested to listen to the recording and then made sure I was currently be recorded I asked if my only choices were to keep what I had (as she was pressing me to do) or cancel for $100. Only then did she say I could sign up for a yet [redacted]r rate of $0.071 / kwh and no admin fee (which is all I wanted waived to start with because I don't think the telemarketer ever told me about an admin fee). Lastly, I think the process is setup to trap people just like me. It's a separate telemarketing company who just wants you to agree to sign, they coach you through the verification process which is also a separate company, and Santanna thinks they are free of any further responsibility. I think the rescission period is bogus because it doesn't give you time to have a full bill for comparison and once I had my first full bill to do a valid comparison I called to cancel but its past the rescission period. My experience to this point led me to just ask to cancel. I'm not comfortable that Santanna will treat me fairly and at arm’s length so rather than have other unexpected billing issues and larger bills, I just want to go back to how I was. Desired Settlement: I simply want the $100 cancellation fee waived. I've already paid almost $50 more on my first bill than I expected, so simply waiving the fee seems fair to me. Consumer Protection Initiatives & Sales Channel Controls Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication: For Electric enrollments, after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call Customer Service Center in case they have any questions about Santanna’s program. The letter also advises the customer that they have 7 business days from the post-mark date on the Welcome Letter notice to reconsider their decision, without penalty. To withdraw your enrollment, you may contact Duke Energy at 800.544.6900. Customer Concern Investigation: Enrollment Date: 6/12/2015 Service Start Date: 7/9/2015 SES attempted to speak with Mr. [redacted] but was only able to leave messages. Our investigation revealed that Mr. [redacted] was the one that enrolled the account with SES. Please be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our program. The TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of 7.49 cents per kWh for 12 billing months. Your initial term of 12 months will begin after your next available meter read date, and your acceptance into the Customer Choice program by Duke Energy. After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price Program. The rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for Duke Electric service, a $7.99 monthly admin fee, or state and local taxes. Additional terms and conditions of service apply. You understand that I may contact Santanna at any time to sign up for a fixed price program. However, if you choose to cancel after the rescission period and before the end of the initial term of this contract, an early termination fee of $100.00 will be charged. Is that clear? Ms. [redacted] replied with a clear “Yes” The telemarketer agent in this matter did not follow the script and has been terminated from selling Santanna products. The account has since been canceled. The account will be final on a date determined by the utility company; not SES. As a good will gesture SES has waived the ETF. His phone number was added to our Do Not Call List. SES apologizes for any misunderstanding, and inconvenience this might have caused Mr. [redacted]. Since SES was not able to speak with Mr. [redacted] a copy of this reply will be mailed to him and asked if he has any questions to please contact me. Thank you, [redacted] Direct: [redacted]
Customer: [redacted] Customer Concern Received from Revdex.com: 02/10/2016 Customer Concern submitted from Revdex.com: Contract Disputes Customer’s Statement of the Problem: Last summer, employees for Santanna hounded me every day for months trying to push, prod, and cajole me into switching to...
their service. Finally, one employee finally got me, after lying to me, saying that he was with ComEd checking some routine things about my account. He already had all of my information, and so as soon as I verified it, he suddenly welcomed me to signing up for Santanna Energy services (completely unwillingly, entirely without my consent). I immediately told him that I did not want to sign up for his service, and that he had better cancel it right away. He suddenly started talking in so much legal jargon and excited nonsense that I could barely understand what he was saying. Assuming fraud, I immediately then called ComEd, asking them if they saw any change to my account, they said they weren't sure, but that they thought it didn't go through. Unfortunately, soon after I got mail welcoming me to Santanna energy services. I repeatedly called Santanna energy customer service, explaining that I had been tricked into opening an account with them and that I wanted to me removed from my contract. Each time they said that they would switch me back, and yet I'm still somehow getting billed through their company. I suppose they train their customer service representatives to lie to their customers in order to trap them in a service that they never wanted in the first place. Not only that, but now my bill is much higher than it ever was before; I feel that they have essentially stolen hundreds of dollars from me. Complaint Background: Product/Service: Electric Purchase Date: 5/8/2015 Problem Occurred: 5/8/2015 Model: Account Number: [redacted] Order Number: Name of Salesperson: Purchase Price: $0.00 Disputed Amount: $200.00 Desired Settlement: I wish for Santanna Energy Services to finally release me from my contract with it, without charge for early withdrawal from the program (considering I was tricked into joining them in the first place). I will be returning to ComEd's residential bundled electric service. Also, I would like for the company to refund some portion of their charges I've paid since I joined their program last summer. I believe they owe my household some compensation after refusing to release me from my contract on multiple occasions, after forcing me to deal with truly horrible customer service representatives, and after expecting me to pay a much higher rate than I would have, had I been actually been allowed to choose my energy service provider. I also hope that they seriously consider firing the initial employee who lied to me in order to get me to sign up for their program. Consumer Protection Initiatives & Sales Channel Controls Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication: For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES. They may rescind or cancel this agreement with no cancellation fee for 10 calendar days after ComEd processes your enrollment request, and up to 5 days before the effective date (“Rescission Period”) on ComEd’s notice. You can do this by contacting Santanna customer service at 1-800-764-4427, or by contacting ComEd in writing or by telephone at 1-800-Edison-1. Customer Concern Investigation: Enrollment Date: 02/28/15 Service Start Date: 04/03/15 SES made several attempts to reach Ms. [redacted] to discuss her account and complaint but was only able to leave voicemail messages asking for a return call. No response was received. Our investigation revealed that Ms. [redacted] was the one that enrolled the account with SES. Please be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our program. The TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of 8.99 cents per kilowatt hour for 12 billing months. Your initial term of 12 months will begin with your next Utility meter read after acceptance into the Electricity Choice Program by ComEd. After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price Program. The rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for ComEd service, a $7.99 monthly admin fee, or state and local taxes. You may cancel your account with Santanna at any time without an early termination fee. Additional terms and conditions of service apply. Do you understand? Ms. [redacted] replied with a clear ”Yes”. The account has been canceled. There is no ETF. The account will final on/or about 04/04/16, a date determined by the utility company; not SES. SES has no call history indicating that Ms. [redacted] attempted to contact SES with concerns about her electric account. SES has met the terms of the agreement, billed the customer properly, and see no reason to adjust the billing. As a courtesy Ms. [redacted]’s phone number was added to our internal Do Not Call List. SES apologizes for any misunderstanding and inconvenience this might have caused her. Thank You, [redacted] Quality Assurance Supervisor
[redacted] Toll Free: 800-764-4427 Fax : 866-292-0903 Email : [redacted] www.SantannaEnergyServices.com
Complaint Background: Product/Service: Purchase Date: 10/13/2016 Problem Occurred: 10/13/2016 Model: Account Number: Order Number: Talked to Company: 10/13/2016 Name of Salesperson: Purchase Price: $0.00 Disputed Amount: $0.00 Desired...
Settlement: We do not want unauthorized individuals in our buildings without express permission from management, and we especially do not want unprofessional individuals causing a disturbance inside our building. We do not want individuals who are not affiliated with Gaslight Property to lie to our tenants and use deceptive practices to meet their sales quota. The unidentified employee needs to be identified and appropriately chastised for his ridiculous behavior. Customer: [redacted]. Customer Concern Received from Revdex.com: 10/14/16 Customer Concern submitted from Revdex.com: Complainant does not want unauthorized individuals in our buildings without express permission from management, and we especially do not want unprofessional individuals causing a disturbance inside our building. We do not want individuals who are not affiliated with Gaslight Property to lie to our tenants and use deceptive practices to meet their sales quota. The unidentified employee needs to be identified and appropriately chastised for his ridiculous behavior Consumer Protection Initiatives & Sales Channel Controls for Door to door: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The Door to door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the DSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from The [redacted] Customer Services. They will have 7 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment, they may contact either Santanna at [redacted], or their utility’s [redacted] Customer Concern Investigation: SES spoke to Ms. [redacted] on 10/17/16 and went over her complaint. She stated no one should be entering the property unless they have permission from management. The way the agent behaved was unprofessional and unacceptable. After the investigation it was found that there are no records of any accounts being enrolled from this apartment complex. It was explained that SES does not tolerate this type of behavior and the DSR ([redacted] Luis) in this matter was suspended and has been pulled and retrained. The agent has a full understanding that he will not enter properties without gaining permission first. Santanna does not tolerate any marketer who does not follow protocol and procedures and explained further actions may/will be taken if further incidents occur. SES apologized to Ms. [redacted] for the unpleasant sales experience and any inconvenience this might have caused her and the residents of the Gaslight Property. The complex address has been added to our internal Do Not Knock List. She understood and was satisfied with the follow up and the resolution. Thank you, [redacted] Quality Assurance Supervisor Direct: [redacted] Toll Free: [redacted] Fax: [redacted] Email: [redacted] www.SantannaEnergyServices.com Premium Service and Competitive Prices Tell us why here...
Case #: [redacted] Customer: [redacted] Customer Concern Received from Revdex.com: 03/24/2016 Customer Concern submitted from Revdex.com: Nature of the Complaint: Billing or Collection Issues Consumer’s Original Complaint: I discontinued service with Santana Energy in November 2015. I received my 'Term of...
Service' from Santana dated 11/17/15. I have a refund due to me of $525.21. I have never received my refund. I have called on 5 occasions over the past 6 weeks with no resolution. I have spoken to 2 managers and many customer service agents. I have all names and dates of these calls. I have been promised each time that they will see 'what the holdup is on my refund" with promises of a call back. I have never received a call back. They have held on to my refund for over 4 months now. This is unacceptable and illegal business practices. I am requesting an immediate investigation and charges of fraud brought against this deceitful company. I want my refund sent to me by overnight courier immediately. Consumer’s Desired Resolution: I want my $525.21 refund sent to me immediately. I want interest on the monies they have held for over 4 months. I want a charge of fraud brought against this company for illegal business practices. Customer Concern Investigation: SES called Mrs. [redacted] on 03/24/16 to confirm the amount of the refund and provide a check number, but was only able to leave a voicemail message asking for a return call. No response was received. Check#[redacted] for $525.21 was mailed to Mrs. [redacted] on 03/24/16. SES made a final attempt to reach Mrs. [redacted] on 03/30/16 to confirm receipt of the check but was only able to leave a voicemail message again. SES apologizes to Ms. [redacted] for any inconvenience this might have caused her. Thank You, [redacted] Quality Assurance Supervisor
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted] www.SantannaEnergyServices.com Premium Service and Competitive Prices
Customer: [redacted] [redacted] Gas- Date Enrolled– 12/11/2013 Date started–12/30/2013 Term date-3/1/2017 Enrollment Channel – Telemarketer Customer Concern Received from Revdex.com: 3/7/2017 Santana (sic) substantially over charged...
for gas in the month of February which was a historically warm month in Michigan. I was on vacation for 7 out of the 28 days and dialed down to 55 degrees. My bill for January was $266.00 for 31 days and January was a colder month. I was billed $455.00 for February. When I contacted Santana, I was told I was given market pricing. I was told I needed to call them to negotiate a lower service plan. Santana never contacted me by mail or phone to tell me this. For the 4 years I’ve been with them I never negotiated a service plan and never knew this was expected of me. This is an unfair practice to dupe customers unknowingly. I (sic) Consumer Protection Initiatives & Sales Channel Controls for Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications. Post-Sale Customer Communication For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from Consumers Energy. Customer will have 7 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-#### Customer Concern Investigation SES spoke with Mr. [redacted] [redacted] on 3/8/2017 and 3/13/2017 and discussed his complaint 1.Santana (sic) substantially over charged for gas in the month of February which was a historically warm month in Michigan. I was billed $455.00 for February After further review SES did not overcharge Mr. [redacted]. He was billed according to his consumption and rate during that period. Mr. [redacted] has been on the market rate since his original 12 month fixed rate expired. 2.Santana never contacted me by mail or phone to tell me this. For the 4 years I’ve been with them I never negotiated a service plan and never knew this was expected of me. Mr. [redacted] started with SES on 12/30/2013. SES sent Mr. [redacted] an enrollment welcome letter which stated the terms and conditions of the contract. SES sent Mr. [redacted] an renewal letter on 12/1/2014 as reminder, before the contract expired. Mr. [redacted] never contacted SES to renew his fixed contract and the enrollment went on the market rate as stated in the terms and conditions. Tell us why here...
p { margin-bottom: 0.1in; line-height: 120%; }a:link { } I am rejecting this response because: "SES reached out to Mr. [redacted] on 1/13/2017, but he refused to go over his complaint with SES." This description is inaccurate and incomplete of that telephone conversation. I specifically stated that I would not respond to anything SES said on the telephone. I said SES can respond IN WRITING to me or any of the regulatory agencies that I filed a complaint. I called SES on 9/22/2016 requesting cancellation of services. I have attached a letter from SES dated 9/23/2016 for "Confirmation of Service Termination" of electric services. I have called SES several times since then and was repeated told SES had no record of me canceling on 9/22/2016. How was possible that SES cancelled electric services if there is no record that I called on 9/22/16? I want the Early Termination Fee of $50 waived and a refund of $24.72 for the Rider 15 & AdmFee of $8.24 that was billed on 11/4/2016, 12/6/2016, and 1/16/2017. SES did not honor my cancellation of gas services on 9/22/2016. I should not be liable for any of their charges.Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because: when I spoke to Santana on the phone, I told him that I understood what the rates were. However, I wanted to cancel the service until I spoke with my husband. I never said that I wanted to keep the service. They can pull the records if they have copies recorded. I told them that I needed to speak with my husband to keep the service. I told them to cancel in the meantime. That was within their timeframe to cancel their service. And when the door to door salesman came by, he did not obviously follow their script. He clearly told me that we were not going to be automatically enrolled in anything and that I would get the information of how much their energy service cost by mail first. That did not happen. We received letters that we were already enrolled. I specifically asked the door-to-door salesman multiple times make sure that we were not going to be automatically enrolled. We were lied to and we never signed a contract with them.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The fact that it took a complaint to the Revdex.com to resolve this error on the part of Santana was indicative of the poor customer service provided by Santana. Hopefully in the future they will improve their customer service procedures.
Regards,
[redacted]
Customer: [redacted] Gas- Date Enrolled– 1/7/2016 Date started–1/8/2016 Term date-4/30/2017 Enrollment Channel – Telemarketer Customer Concern Received from Revdex.com: 3/3/2017 Called to cancel my service and when...
speaking to the reaprwentative (sic) he said that my rate per unit would remain the same. When I reviewed my bill the rate was increased from 2.9 to 5.8. This caused an increase in my bill by $30 that will happen for 2 billing cycles. When I called about the difference they said that I was giving incorrect information but they were not going to honor what I was told. The Rep said in the contract it states that after cancellation it goes to the market rate. But when ask to send me the contract to prove it they said they were unable to. Consumer Protection Initiatives & Sales Channel Controls for Telemarketer Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications. Post-Sale Customer Communication For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from Consumers Energy. Customer will have 7 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-#### Customer Concern Investigation SES reached out to Ms. [redacted] on 3/8/2017 and 3/13/2017, but could not reach her, because her contact phone number has no dial tone. 1.Called to cancel my service and when speaking to the representative (sic) he said that my rate per unit would remain the same Ms. [redacted] account has been cancelled. Ms.[redacted] rate did not remain the same as she moved to our Market rate once her fixed rate had expired in accordance with the contract. 2.When I reviewed my bill the rate was increased from 2.9 to 5.8. This caused an increase in my bill by $30 that will happen for 2 billing cycles. Ms. [redacted] was on the market rate after her fixed rate had expired. This resulted in the price change in her bill during the two months billing cycle before her cancelation took effect, a date determined by the utility company, not SES. SES will rerate Ms. [redacted] for the two months she was on the market rate, as a courtesy. Ms. [redacted] will need to send a copy of the final bill to SES in order to process the price adjustment. 3.The Rep said in the contract it states that after cancellation it goes to the market rate. But when ask to send me the contract to prove it they said they were unable to. The information provided by the representative was correct. Ms. [redacted] initial contract ended which is why she was moved to the market rate. Attached is a copy of the renewal letter with the terms and conditions. SES apologizes for any inconvenience and misunderstanding this might have caused her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] I still think it was a bad way to do bussesness to seniors.
Complaint: [redacted]
I am rejecting this response because: Santana very knows that if a customer changes their company, they are under the impression that they are getting a better deal. The wording is such that you figure that along with the taxes you have paid all along with utility bills, it is a reasonable tax. Which it is not, 9 dollars administration fee, for what???????I had a better deal with Com Ed. I want to be given back the money I over paid. The need for a the recording is a clear indication that Santanna is tricking with wording and legalized stealng.
Regards,
[redacted]
Customer: [redacted] Customer Concern Received from Revdex.com: 9/10/2015 Customer Concern submitted from Revdex.com: In June I talked to a rep who said they could reduce my electric bill by giving me a flat rate of $0.0749 / kwh. At that time my avg bill including any other fees, distribution...
charges, etc. was $0.116 / kwh so I thought the savings would be worth it as signed up. My first full bill was $0.151 /kwh, substantially higher than advertised and included a $7.99 admin fee I was not told about by the rep (but it was in a lengthy verification speech by another person). This verification process I also feel is fraudulent and I've requested the recording of the telemarketer because that person told me what and how to answer every question (I could only answer yes or no) so they could corral people through the process and get it recorded. When I called Santanna customer service I was basically told that's what I signed up for so I was stuck with it or I could cancel for $100. After I requested to listen to the recording and then made sure I was currently be recorded I asked if my only choices were to keep what I had (as she was pressing me to do) or cancel for $100. Only then did she say I could sign up for a yet [redacted]r rate of $0.071 / kwh and no admin fee (which is all I wanted waived to start with because I don't think the telemarketer ever told me about an admin fee). Lastly, I think the process is setup to trap people just like me. It's a separate telemarketing company who just wants you to agree to sign, they coach you through the verification process which is also a separate company, and Santanna thinks they are free of any further responsibility. I think the rescission period is bogus because it doesn't give you time to have a full bill for comparison and once I had my first full bill to do a valid comparison I called to cancel but its past the rescission period. My experience to this point led me to just ask to cancel. I'm not comfortable that Santanna will treat me fairly and at arm’s length so rather than have other unexpected billing issues and larger bills, I just want to go back to how I was. Desired Settlement: I simply want the $100 cancellation fee waived. I've already paid almost $50 more on my first bill than I expected, so simply waiving the fee seems fair to me. Consumer Protection Initiatives & Sales Channel Controls Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication: For Electric enrollments, after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call Customer Service Center in case they have any questions about Santanna’s program. The letter also advises the customer that they have 7 business days from the post-mark date on the Welcome Letter notice to reconsider their decision, without penalty. To withdraw your enrollment, you may contact Duke Energy at 800.544.6900. Customer Concern Investigation: Enrollment Date: 6/12/2015 Service Start Date: 7/9/2015 SES attempted to speak with Mr. [redacted] but was only able to leave messages. Our investigation revealed that Mr. [redacted] was the one that enrolled the account with SES. Please be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our program. The TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of 7.49 cents per kWh for 12 billing months. Your initial term of 12 months will begin after your next available meter read date, and your acceptance into the Customer Choice program by Duke Energy. After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price Program. The rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for Duke Electric service, a $7.99 monthly admin fee, or state and local taxes. Additional terms and conditions of service apply. You understand that I may contact Santanna at any time to sign up for a fixed price program. However, if you choose to cancel after the rescission period and before the end of the initial term of this contract, an early termination fee of $100.00 will be charged. Is that clear? Ms. [redacted] replied with a clear “Yes” The telemarketer agent in this matter did not follow the script and has been terminated from selling Santanna products. The account has since been canceled. The account will be final on a date determined by the utility company; not SES. As a good will gesture SES has waived the ETF. His phone number was added to our Do Not Call List. SES apologizes for any misunderstanding, and inconvenience this might have caused Mr. [redacted]. Since SES was not able to speak with Mr. [redacted] a copy of this reply will be mailed to him and asked if he has any questions to please contact me. Thank you, [redacted] Direct: [redacted]
Customer: [redacted] Customer Concern Received from Revdex.com: 02/10/2016 Customer Concern submitted from Revdex.com: Contract Disputes Customer’s Statement of the Problem: Last summer, employees for Santanna hounded me every day for months trying to push, prod, and cajole me into switching to...
their service. Finally, one employee finally got me, after lying to me, saying that he was with ComEd checking some routine things about my account. He already had all of my information, and so as soon as I verified it, he suddenly welcomed me to signing up for Santanna Energy services (completely unwillingly, entirely without my consent). I immediately told him that I did not want to sign up for his service, and that he had better cancel it right away. He suddenly started talking in so much legal jargon and excited nonsense that I could barely understand what he was saying. Assuming fraud, I immediately then called ComEd, asking them if they saw any change to my account, they said they weren't sure, but that they thought it didn't go through. Unfortunately, soon after I got mail welcoming me to Santanna energy services. I repeatedly called Santanna energy customer service, explaining that I had been tricked into opening an account with them and that I wanted to me removed from my contract. Each time they said that they would switch me back, and yet I'm still somehow getting billed through their company. I suppose they train their customer service representatives to lie to their customers in order to trap them in a service that they never wanted in the first place. Not only that, but now my bill is much higher than it ever was before; I feel that they have essentially stolen hundreds of dollars from me. Complaint Background: Product/Service: Electric Purchase Date: 5/8/2015 Problem Occurred: 5/8/2015 Model: Account Number: [redacted] Order Number: Name of Salesperson: Purchase Price: $0.00 Disputed Amount: $200.00 Desired Settlement: I wish for Santanna Energy Services to finally release me from my contract with it, without charge for early withdrawal from the program (considering I was tricked into joining them in the first place). I will be returning to ComEd's residential bundled electric service. Also, I would like for the company to refund some portion of their charges I've paid since I joined their program last summer. I believe they owe my household some compensation after refusing to release me from my contract on multiple occasions, after forcing me to deal with truly horrible customer service representatives, and after expecting me to pay a much higher rate than I would have, had I been actually been allowed to choose my energy service provider. I also hope that they seriously consider firing the initial employee who lied to me in order to get me to sign up for their program. Consumer Protection Initiatives & Sales Channel Controls Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication: For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES. They may rescind or cancel this agreement with no cancellation fee for 10 calendar days after ComEd processes your enrollment request, and up to 5 days before the effective date (“Rescission Period”) on ComEd’s notice. You can do this by contacting Santanna customer service at 1-800-764-4427, or by contacting ComEd in writing or by telephone at 1-800-Edison-1. Customer Concern Investigation: Enrollment Date: 02/28/15 Service Start Date: 04/03/15 SES made several attempts to reach Ms. [redacted] to discuss her account and complaint but was only able to leave voicemail messages asking for a return call. No response was received. Our investigation revealed that Ms. [redacted] was the one that enrolled the account with SES. Please be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our program. The TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of 8.99 cents per kilowatt hour for 12 billing months. Your initial term of 12 months will begin with your next Utility meter read after acceptance into the Electricity Choice Program by ComEd. After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price Program. The rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for ComEd service, a $7.99 monthly admin fee, or state and local taxes. You may cancel your account with Santanna at any time without an early termination fee. Additional terms and conditions of service apply. Do you understand? Ms. [redacted] replied with a clear ”Yes”. The account has been canceled. There is no ETF. The account will final on/or about 04/04/16, a date determined by the utility company; not SES. SES has no call history indicating that Ms. [redacted] attempted to contact SES with concerns about her electric account. SES has met the terms of the agreement, billed the customer properly, and see no reason to adjust the billing. As a courtesy Ms. [redacted]’s phone number was added to our internal Do Not Call List. SES apologizes for any misunderstanding and inconvenience this might have caused her. Thank You, [redacted] Quality Assurance Supervisor
[redacted] Toll Free: 800-764-4427 Fax : 866-292-0903 Email : [redacted] www.SantannaEnergyServices.com
Complaint Background: Product/Service: Purchase Date: 10/13/2016 Problem Occurred: 10/13/2016 Model: Account Number: Order Number: Talked to Company: 10/13/2016 Name of Salesperson: Purchase Price: $0.00 Disputed Amount: $0.00 Desired...
Settlement: We do not want unauthorized individuals in our buildings without express permission from management, and we especially do not want unprofessional individuals causing a disturbance inside our building. We do not want individuals who are not affiliated with Gaslight Property to lie to our tenants and use deceptive practices to meet their sales quota. The unidentified employee needs to be identified and appropriately chastised for his ridiculous behavior. Customer: [redacted]. Customer Concern Received from Revdex.com: 10/14/16 Customer Concern submitted from Revdex.com: Complainant does not want unauthorized individuals in our buildings without express permission from management, and we especially do not want unprofessional individuals causing a disturbance inside our building. We do not want individuals who are not affiliated with Gaslight Property to lie to our tenants and use deceptive practices to meet their sales quota. The unidentified employee needs to be identified and appropriately chastised for his ridiculous behavior Consumer Protection Initiatives & Sales Channel Controls for Door to door: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The Door to door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the DSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from The [redacted] Customer Services. They will have 7 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment, they may contact either Santanna at [redacted], or their utility’s [redacted] Customer Concern Investigation: SES spoke to Ms. [redacted] on 10/17/16 and went over her complaint. She stated no one should be entering the property unless they have permission from management. The way the agent behaved was unprofessional and unacceptable. After the investigation it was found that there are no records of any accounts being enrolled from this apartment complex. It was explained that SES does not tolerate this type of behavior and the DSR ([redacted] Luis) in this matter was suspended and has been pulled and retrained. The agent has a full understanding that he will not enter properties without gaining permission first. Santanna does not tolerate any marketer who does not follow protocol and procedures and explained further actions may/will be taken if further incidents occur. SES apologized to Ms. [redacted] for the unpleasant sales experience and any inconvenience this might have caused her and the residents of the Gaslight Property. The complex address has been added to our internal Do Not Knock List. She understood and was satisfied with the follow up and the resolution. Thank you, [redacted] Quality Assurance Supervisor Direct: [redacted] Toll Free: [redacted] Fax: [redacted] Email: [redacted] www.SantannaEnergyServices.com Premium Service and Competitive Prices Tell us why here...
Case #: [redacted] Customer: [redacted] Customer Concern Received from Revdex.com: 03/24/2016 Customer Concern submitted from Revdex.com: Nature of the Complaint: Billing or Collection Issues Consumer’s Original Complaint: I discontinued service with Santana Energy in November 2015. I received my 'Term of...
Service' from Santana dated 11/17/15. I have a refund due to me of $525.21. I have never received my refund. I have called on 5 occasions over the past 6 weeks with no resolution. I have spoken to 2 managers and many customer service agents. I have all names and dates of these calls. I have been promised each time that they will see 'what the holdup is on my refund" with promises of a call back. I have never received a call back. They have held on to my refund for over 4 months now. This is unacceptable and illegal business practices. I am requesting an immediate investigation and charges of fraud brought against this deceitful company. I want my refund sent to me by overnight courier immediately. Consumer’s Desired Resolution: I want my $525.21 refund sent to me immediately. I want interest on the monies they have held for over 4 months. I want a charge of fraud brought against this company for illegal business practices. Customer Concern Investigation: SES called Mrs. [redacted] on 03/24/16 to confirm the amount of the refund and provide a check number, but was only able to leave a voicemail message asking for a return call. No response was received. Check#[redacted] for $525.21 was mailed to Mrs. [redacted] on 03/24/16. SES made a final attempt to reach Mrs. [redacted] on 03/30/16 to confirm receipt of the check but was only able to leave a voicemail message again. SES apologizes to Ms. [redacted] for any inconvenience this might have caused her. Thank You, [redacted] Quality Assurance Supervisor
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[redacted] [redacted] www.SantannaEnergyServices.com Premium Service and Competitive Prices
Customer: [redacted] [redacted] Gas- Date Enrolled– 12/11/2013 Date started–12/30/2013 Term date-3/1/2017 Enrollment Channel – Telemarketer Customer Concern Received from Revdex.com: 3/7/2017 Santana (sic) substantially over charged...
for gas in the month of February which was a historically warm month in Michigan. I was on vacation for 7 out of the 28 days and dialed down to 55 degrees. My bill for January was $266.00 for 31 days and January was a colder month. I was billed $455.00 for February. When I contacted Santana, I was told I was given market pricing. I was told I needed to call them to negotiate a lower service plan. Santana never contacted me by mail or phone to tell me this. For the 4 years I’ve been with them I never negotiated a service plan and never knew this was expected of me. This is an unfair practice to dupe customers unknowingly. I (sic) Consumer Protection Initiatives & Sales Channel Controls for Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications. Post-Sale Customer Communication For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from Consumers Energy. Customer will have 7 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-#### Customer Concern Investigation SES spoke with Mr. [redacted] [redacted] on 3/8/2017 and 3/13/2017 and discussed his complaint 1.Santana (sic) substantially over charged for gas in the month of February which was a historically warm month in Michigan. I was billed $455.00 for February After further review SES did not overcharge Mr. [redacted]. He was billed according to his consumption and rate during that period. Mr. [redacted] has been on the market rate since his original 12 month fixed rate expired. 2.Santana never contacted me by mail or phone to tell me this. For the 4 years I’ve been with them I never negotiated a service plan and never knew this was expected of me. Mr. [redacted] started with SES on 12/30/2013. SES sent Mr. [redacted] an enrollment welcome letter which stated the terms and conditions of the contract. SES sent Mr. [redacted] an renewal letter on 12/1/2014 as reminder, before the contract expired. Mr. [redacted] never contacted SES to renew his fixed contract and the enrollment went on the market rate as stated in the terms and conditions. Tell us why here...
p { margin-bottom: 0.1in; line-height: 120%; }a:link { } I am rejecting this response because: "SES reached out to Mr. [redacted] on 1/13/2017, but he refused to go over his complaint with SES." This description is inaccurate and incomplete of that telephone conversation. I specifically stated that I would not respond to anything SES said on the telephone. I said SES can respond IN WRITING to me or any of the regulatory agencies that I filed a complaint. I called SES on 9/22/2016 requesting cancellation of services. I have attached a letter from SES dated 9/23/2016 for "Confirmation of Service Termination" of electric services. I have called SES several times since then and was repeated told SES had no record of me canceling on 9/22/2016. How was possible that SES cancelled electric services if there is no record that I called on 9/22/16? I want the Early Termination Fee of $50 waived and a refund of $24.72 for the Rider 15 & AdmFee of $8.24 that was billed on 11/4/2016, 12/6/2016, and 1/16/2017. SES did not honor my cancellation of gas services on 9/22/2016. I should not be liable for any of their charges.Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because: when I spoke to Santana on the phone, I told him that I understood what the rates were. However, I wanted to cancel the service until I spoke with my husband. I never said that I wanted to keep the service. They can pull the records if they have copies recorded. I told them that I needed to speak with my husband to keep the service. I told them to cancel in the meantime. That was within their timeframe to cancel their service. And when the door to door salesman came by, he did not obviously follow their script. He clearly told me that we were not going to be automatically enrolled in anything and that I would get the information of how much their energy service cost by mail first. That did not happen. We received letters that we were already enrolled. I specifically asked the door-to-door salesman multiple times make sure that we were not going to be automatically enrolled. We were lied to and we never signed a contract with them.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The fact that it took a complaint to the Revdex.com to resolve this error on the part of Santana was indicative of the poor customer service provided by Santana. Hopefully in the future they will improve their customer service procedures.
Regards,
[redacted]
Customer: [redacted] Gas- Date Enrolled– 1/7/2016 Date started–1/8/2016 Term date-4/30/2017 Enrollment Channel – Telemarketer Customer Concern Received from Revdex.com: 3/3/2017 Called to cancel my service and when...
speaking to the reaprwentative (sic) he said that my rate per unit would remain the same. When I reviewed my bill the rate was increased from 2.9 to 5.8. This caused an increase in my bill by $30 that will happen for 2 billing cycles. When I called about the difference they said that I was giving incorrect information but they were not going to honor what I was told. The Rep said in the contract it states that after cancellation it goes to the market rate. But when ask to send me the contract to prove it they said they were unable to. Consumer Protection Initiatives & Sales Channel Controls for Telemarketer Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications. Post-Sale Customer Communication For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from Consumers Energy. Customer will have 7 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-#### Customer Concern Investigation SES reached out to Ms. [redacted] on 3/8/2017 and 3/13/2017, but could not reach her, because her contact phone number has no dial tone. 1.Called to cancel my service and when speaking to the representative (sic) he said that my rate per unit would remain the same Ms. [redacted] account has been cancelled. Ms.[redacted] rate did not remain the same as she moved to our Market rate once her fixed rate had expired in accordance with the contract. 2.When I reviewed my bill the rate was increased from 2.9 to 5.8. This caused an increase in my bill by $30 that will happen for 2 billing cycles. Ms. [redacted] was on the market rate after her fixed rate had expired. This resulted in the price change in her bill during the two months billing cycle before her cancelation took effect, a date determined by the utility company, not SES. SES will rerate Ms. [redacted] for the two months she was on the market rate, as a courtesy. Ms. [redacted] will need to send a copy of the final bill to SES in order to process the price adjustment. 3.The Rep said in the contract it states that after cancellation it goes to the market rate. But when ask to send me the contract to prove it they said they were unable to. The information provided by the representative was correct. Ms. [redacted] initial contract ended which is why she was moved to the market rate. Attached is a copy of the renewal letter with the terms and conditions. SES apologizes for any inconvenience and misunderstanding this might have caused her.