Aspirity Holdings, LLC

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

I have spoken to Mr [redacted]

To Whom It May Concern, The reason that we are responding to this complaint so late, is that the person formerly managing our Revdex.com is no longer with the company, and the contact information wasn't updated in our accountThat said, I received the certified letter in the mail today, and have started the investigation into this complaintThe original sale was definitely not a scam - we are a licensed competitive energy supplier in the state of Illinois, and the door-to-door sales agent likely provided his own phone number, in case the customer had any questionsWhile we generally advise our agents not to do that, so that instances like this don't happen, we run into these situations from time to time As far as our customer service team is concerned, I am pulling call recordings and will definitely be reviewing the way Mr [redacted] complaint was handledHowever, based on the information in our system, I believe there was some miscommunicationEven though the customer originally signed up with us on 2/16, his contract start date wasn't until 3/This is a common occurrence because of how the electric meter reading cycles work In this case, we had signed him up mid-cycle and weren't able to get it approved by the Utility (ComEd) until after the next cycle startedThis meant that we don't actually get to start providing electricity supply to the customer until the following meter reading, which would have been on 3/Mr [redacted] should have received a welcome packet from us with all of his contract details, including the contract start dateOur records show that a cancellation request has been submitted and will go into effect on 3/24, at which point the customer will stay on with his current electricity supplier - the one he has had all this time prior to signing up with usAs I mentioned, I will be reviewing the customer service calls, because it is definitely not our policy to be rude or difficult with customers, but the fact that the cancellation technically doesn't go into effect until a specific date, is correct, it was likely not explained very well to Mr***, and for that I apologizeThe positive side of this, is that because Mr***'s contract wasn't slated to start until 3/24, means that he hasn't been charged at all by Aspirity, so there isn't any financial burden to be addressedAgain, my apologies for not addressing this complaint right away, but now that we have updated contact information, this will not happen againPlease let me know what information you need to resolve this issueThanks, Mike [redacted] Director of Marketing

Returned Mr. [redacted]'s call of 9:10 am on 5/15 at 2:55 pm also on 5/15

To Whom It May Concern, The reason that we are responding to this complaint so late, is that the person formerly managing our Revdex.com is no longer with the company, and the contact information wasn't updated in our account. That said, I received the certified letter in the mail today, and have...

started the investigation into this complaint. The original sale was definitely not a scam - we are a licensed competitive energy supplier in the state of Illinois, and the door-to-door sales agent likely provided his own phone number, in case the customer had any questions. While we generally advise our agents not to do that, so that instances like this don't happen, we run into these situations from time to time.   As far as our customer service team is concerned, I am pulling call recordings and will definitely be reviewing the way Mr. [redacted] complaint was handled. However, based on the information in our system, I believe there was some miscommunication. Even though the customer originally signed up with us on 2/16, his contract start date wasn't until 3/24. This is a common occurrence because of how the electric meter reading cycles work.  In this case, we had signed him up mid-cycle and weren't able to get it approved by the Utility (ComEd) until after the next cycle started. This meant that we don't actually get to start providing electricity supply to the customer until the following meter reading, which would have been on 3/24. Mr. [redacted] should have received a welcome packet from us with all of his contract details, including the contract start date. Our records show that a cancellation request has been submitted and will go into effect on 3/24, at which point the customer will stay on with his current electricity supplier - the one he has had all this time prior to signing up with us. As I mentioned, I will be reviewing the customer service calls, because it is definitely not our policy to be rude or difficult with customers, but the fact that the cancellation technically doesn't go into effect until a specific date, is correct, it was likely not explained very well to Mr. [redacted], and for that I apologize. The positive side of this, is that because Mr. [redacted]'s contract wasn't slated to start until 3/24, means that he hasn't been charged at all by Aspirity, so there isn't any financial burden to be addressed. Again, my apologies for not addressing this complaint right away, but now that we have updated contact information, this will not happen again. Please let me know what information you need to resolve this issue. Thanks, Mike [redacted]Director of Marketing

To Whom It May Concern, My apologies for not responding to this complaint in a timely manner. We discovered today that the contact information in our Revdex.com account wasn't updated to reflect someone departing, so the emails weren't getting through to anyone. I just received a certified letter for...

another complaint, and am now able to respond to this one as well. I have started an investigation into what transpired with Ms. [redacted]. I will be pulling customer service call records as well as a third party verification call recording to understand what actually transpired. As of right now, I can confirm that this customer signed up with us on 12/7/16 and her contract start date was on 12/27/16. We do have a drop request order to the utility (AEP), which was placed on 3/1 when she contacted customer service. Ms. [redacted] is correct, that it does take some time to have the service cancelled, because we are not allowed to do it mid-cycle. Her service with Aspirity will be terminated on 3/27, at which point she will revert back to the utility. Once our investigation is complete, if we can confirm that this sale was indeed made without the customers consent, we will reimburse her for the difference in cost, if any, between our supply service and what she would have received from the utility.  We will update you once the investigation is complete and we have a resolution. Thank you, Mike [redacted]

I have spoken to Mr. [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.