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Green Mountain Energy Company’s Response to Revdex.com Case # [redacted]At Green Mountain Energy Company, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:IssueMs....

[redacted]’s complaint against Green Mountain Energy Company (GMEC) is in regards to the timeframe of receiving her security deposit refund.HistoryMs. [redacted] began electric service with GMEC effective August 21, 2014.  A $279.00 security deposit was required prior to processing the enrollment.  On August 27, 2015, Ms. [redacted] processed a payment of $279.00 satisfying the deposit requirement and her enrollment request was processed.On August 3, 2015, Ms. [redacted] contacted GMEC and requested the status of her deposit refund and she was incorrectly advised that her deposit would be refunded in the form of a check on the twelfth month of service.  Ms. [redacted] should have been advised that after 12 consecutive months of payment without delinquency on record, Ms. [redacted]’s deposit of $279.00 (plus accrued interest from the time of enrollment) will be refunded or applied to his account (as per his Terms of Service).On September 1, 2015, an invoice for $85.90 was sent for the billing period of July 29, 2015 through August 27, 2015 due by September 17, 2015.On September 17, 2015, a payment of $85.90 posted to Ms. [redacted]’ s account.On September 25, 2015, Ms. [redacted] contacted GMEC requesting the status of her refund and Ms. [redacted] was advised that her deposit refund should be issued with her next invoice.On October 1, 2015, an invoice reflecting a credit balance of $227.56 was sent for the billing period of August 27, 2015 through September 28, 2015 with a Deposit Refund of $279.00 and Current Charges of $51.44.Several contacts were received from Ms. [redacted] from October 5, 2015 through October 19, 2015 regarding the status of her deposit refund and Ms. [redacted] was advised that her deposit Refund of $279.00 was applied to her October 1, 2015 invoice and a request would be submitted to request a refund of the remaining credit balance of $227.56 reflected on her account.  Ms. [redacted] was advised that the request could take up to 10 business daysOn October 19, 2015, a refund check for $227.56 was sent to Ms. [redacted].ResolutionGMEC apologizes for any inconvenience or miscommunication Ms. [redacted] may have experienced regarding the timeframe to receive her deposit refund.  At the time of Ms. [redacted]’s enrollment on August 21, 2014, she was assessed a security deposit of $279.00.  After 12 consecutive months of payment without delinquency on record, the security deposit request was refunded or applied to the account on the thirteen month of electric service, as per Ms. [redacted]’s Terms of Service.  [redacted]
[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our...

findings:
Issue
Mr. [redacted]’s complaint against Green Mountain Energy Company (GMEC) is regarding the assessment of a $150.00 Early Cancellation Fee to his electric service account at [redacted].
History
GMEC provided electric service to Mr. [redacted] at [redacted] starting June 30, 2015 through May 14, 2016 under the Pollution Free Conserve 12 Choice plan with a term of 12 months and an Early Cancellation Fee of $150.00.
Subsequent invoices sent from July 14, 2015 through May 12, 2016 reflect the Pollution Free Conserve 12 Choice plan pricing and include messaging that states “Your current clean electricity plan will expire with your meter reading on or after June 1, 2016.
On May 14, 2016, GMEC received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective May 14, 2016.
On May 18, 2016, a final invoice for $209.39 was sent to Mr. [redacted] for the final billing period from May 9, 2016 through May 14, 2016 with an Early Cancellation Fee of $150.00 due by June 3, 2016.
Mr. [redacted]’s service address does not have a switch-hold due to an average payment plan, a deferred payment plan or due to meter tampering with GMEC.
Resolution
GMEC has invoiced Mr. [redacted] in accordance with the Terms of Service agreement and EFL. Nonetheless, as a courtesy to resolve the matter, GMEC waived the Early Cancellation Fee of $150.00.
[redacted] Customer Support
[redacted]

Green Mountain Energy’s Response to Revdex.com Case # [redacted]
At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms....

[redacted] is requesting to receive a $100.00 gift card promotional incentive for the electric service at [redacted].
History
On August 9, 2016, Ms. [redacted] contacted GMEC requesting to receive a $100.00 gift card promotional incentive. At that time, a GMEC representative advised Ms. [redacted] that the account was eligible to receive the $100 gift card. Additionally, a rebate form was sent via email to Ms. [redacted] at [redacted].
On September 23, 2016, Ms. [redacted] contacted GMEC requesting a status of the $100.00 gift card promotional incentive. A GMEC representative advised Mr. [redacted] that GMEC records did not reflect that the rebate form was received. At that time, an additional rebate form was sent via email to Mr. [redacted] at [redacted].
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. Laddha. On October 4, 2016, a GMEC representative contacted Ms. [redacted] regarding the gift card. At that time, a request was processed to investigate the account.
Ms. [redacted] will be contacted once the investigation is complete.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted] Customer Support
[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted]   At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our...

findings:  IssueMs. [redacted]'s complaint against Green Mountain Energy Company (“GMEC”) is in regards to her desired date switch to GMEC not completing on May 1, 2015. Additionally, Ms. [redacted] is requesting to have her partial payment of $105.00 returned to her.HistoryOn May 1, 2015, Ms. [redacted] requested to switch her service at [redacted] to GMEC.  A security deposit of $210.00 was required to process the enrollment which could be split in half pending supporting documentation being sent reflecting that Ms. [redacted] was a low income customer.  The amount of $105.00 would then be required to have service begin and the remaining half of the deposit request would be billed on the first invoice.  Ms. [redacted] agreed and the enrollment was completed.   On May 4, 2015, a fraud alert security notification associated with Ms. [redacted]’s identification was received from the credit bureau. At that time, a GMEC representative was unable to notify Ms. [redacted] as there was no contact information listed for the account.  The account was noted that two forms of identification would be required to complete the enrollment.   Later that day, Ms. [redacted] contacted GMEC for a status of the enrollment.  Ms. [redacted] was advised of the supporting documentation required to satisfy the fraud alert security notification and to complete the deposit request.  A payment of $105.00 was also processed to the account.   On May 8, 2015, Ms. [redacted] contacted GMEC requesting a status of her switch enrollment. The GMEC representatives advised Ms. [redacted] that GMEC had not processed the documentation to verify her identification.  On May 12, 2015, Ms. [redacted] contacted GMEC requesting a status of her switch enrollment. The GMEC representative advised Ms. [redacted] GMEC has processed the documentation to verify her identification and her switch will complete within one to two days. On May 13, 2015, Ms. [redacted] contacted GMEC requesting a status of her switch enrollment and was improperly advised that the status was inactive and the switch will complete on the next business day. Ms. [redacted] requested to speak with a supervisor. On May 14, 2015, GMEC confirmed that the enrollment completed and was active. ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms. [redacted]. On May 19, 2015, GMEC has initiated a request to reinstate the account with Ms. [redacted]’s previous service provider as of May 14, 2015.   A request has also been placed to refund the amount of $105.00 to Ms. [redacted]. On May 22, 2015, a GMEC agent attempted to contact Ms. [redacted] to advise of the research results and will provide an update once the reinstatement has completed.    For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m.   [redacted]Customer Support [redacted]

Tell us why here...Green Mountain Energy’s Response
to Revdex.com Case # [redacted]At Green Mountain Energy Company
(GMEC), we take complaints very seriously.  We always appreciate hearing
from our customers and want to ensure their concerns are addressed. 
Please see below for a summary of our...

findings: IssueMs.
[redacted] complaint against GMEC concerns timely posting of her payments
which resulted in late fees that were assessed to her electric service account
at [redacted]  Ms. [redacted] is
also requesting to cancel her price plan without being assessed
a cancellation fee.HistoryOn
September 9, 2015, an invoice for $429.41 was sent for the billing period of
August 6, 2015 through September 4, 2015 with Current Charges of $212.37, a
Late Payment Penalty of $10.34 and a Balance Forward of $206.70On October 1, 2015,
a disconnection notice for $429.41 was sent with a due date of October 12,
2015.   The disconnection notice
included the following disclosures: Green
Mountain Energy may assess the following fees and charges: A
late payment penalty as described in your contract (will not apply to customers
who are LITE-UP qualified)$20
for each disconnection notice we send to you$25
each time we process a transaction requesting the TDSP disconnect service(this
fee may be assessed anytime we submit a disconnection order, even if the order
is cancelled before the disconnection occurs because you have addressed the
reason for the disconnection)$15
each time we process a transaction requesting the TDSP reconnect service$25
for payment returned for insufficient fundsAn
early cancellation fee, if applicable as described in your contract.On October 8, 2015, an invoice for $648.62 was sent for the
billing period of September 4, 2015 through October 6, 2015 with Current
Charges of $188.59, a Disconnect Notice Fee of $20.00, a Late Payment Penalty
of $10.62 and a Balance Forward of $429.41On October 9, 2015, Ms. [redacted] processed a card payment of
$429.41with a GMEC representative. On October 13, 2015, Ms. [redacted] contacted GMEC stating she made
a payment in the amount of $212.37 through her online bill pay service;
however, the payment had not posted towards her GMEC account although her
financial institution has confirmed GMEC received the payment. 
Additionally, Ms. [redacted] stated she made a second payment in amount of
$300.00 on October 6, 2015, using her online bill service; however she
requested a stop payment through her financial institution.  At that time,
a request was submitted to review Ms. [redacted] account.On October 23, 2015, a
payment for $300.00 posted to Ms. [redacted] account.On October 29, 2015, GMEC
received notification that Ms. [redacted] October 23, 2015 payment was not honored by her
financial institution.On November 2, 2015,
a disconnection notice for $219.21 was sent with a due date of November 12,
2015.  The disconnection notice included the following disclosures: Green
Mountain Energy may assess the following fees and charges: A
late payment penalty as described in your contract (will not apply to customers
who are LITE-UP qualified)$20
for each disconnection notice we send to you$25
each time we process a transaction requesting the TDSP disconnect service(this
fee may be assessed anytime we submit a disconnection order, even if the order
is cancelled before the disconnection occurs because you have addressed the
reason for the disconnection)$15
each time we process a transaction requesting the TDSP reconnect service$25
for payment returned for insufficient fundsAn
early cancellation fee, if applicable as described in your contract.On November 12, 2015,
Ms. [redacted]
contacted GMEC requesting the status of the unapplied payment in the amount of
$212.37.  At that time, a GMEC representative advised Ms. [redacted] that a
copy of her financial statement was needed for further research. On November 17, 2015,
GMEC’s Remittance Processing
Department posted the missing payment of $212.37 to Ms. [redacted] account.ResolutionGMEC apologizes for any inconvenience or confusion these
proceedings may have caused Ms. [redacted].  Ms. [redacted] has been invoiced in
accordance with her Terms of Service and Disconnection Notice. At this time,
the early cancellation fee will not be waived should Ms. [redacted] choose to
switch to another retail electric provider. As a courtesy, a returned payment fee, a late payment penalty and
a disconnection notice fee totaling $55.43 were credited to Mr. [redacted]’s
account. For any additional questions
about this concern, please contact me at the number below. I’m available Monday
through Friday from 8 a.m. to 5 p.m.  [redacted]Customer Support [redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted]At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our...

findings:IssueMr. [redacted]’s complaint against GMEC concerns the cost for his electric service at [redacted] Drive.  Additionally, Mr. [redacted] states he has a $400.00 balance due to an early cancellation fee and request to have the account balance reduced.HistoryIn review on August 25, 2015, Mr. [redacted] was contacted by a GMEC door-to-door sales representative and he agreed to switch his electric service at [redacted].  Mr. [redacted] agreed to enroll in the GMEC Pollution Free Weekend Select 36 plan with a $300.00 incentive.  The term of this plan is 36 months and it has a $250.00 Early Cancellation Fee.  During the third party verification (TPV) call, Mr. [redacted] was provided with the components of the GMEC Pollution Free Weekend Select 36 plan including the Early Cancellation Fee.  The GMEC door-to-door sales representative provided Mr. [redacted] with a copy of his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) on August 25, 2015.  Additionally, an email confirmation was sent to Mr. [redacted] at [redacted] on August 25, 2015 confirming his switch request.  The confirmation email included links to the Your Rights as a Customer, Terms of Service and EFL documents.  Mr. [redacted] switch completed on August 26, 2015.Subsequent invoices sent reflect the GMEC Pollution Free Weekend Select 36 plan.ResolutionGMEC apologizes for any confusion Mr. [redacted] may have experienced.   A review of the account determined that Mr. [redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed on his EFL.It has been determined that Mr. [redacted] was disclosed all pricing information on the GMEC Pollution Free Weekend Select 36 plan with a $300.00 account credit incentive and therefore was invoiced correctly.A GMEC representative attempted to contact Mr. [redacted] regarding his concern; however, the attempts were unsuccessful.  Messages providing the GMEC representative’s contact information were left for further discussion of Mr. [redacted]’s account if needed.For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.  [redacted]Customer Support [redacted]

Revdex.com:
Yes, I finally received the check this weekend. Overall it was a terribly disappointing process that lasted two months to simply get my refund check. 
Regards,
[redacted]

Green Mountain Energy’s Response to Revdex.com Case #[redacted]At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings: IssueMs....

[redacted]’ complaint against GMEC concerns the disconnection and the unauthorized switch of her electric service at [redacted]. On January 4, 2017, GMEC received notification that due to a move-in request received from another retail electric provider (REP) at [redacted], Ms. [redacted]’ account #[redacted] was closing effective January 4, 2017. On January 5, 2017, Ms. [redacted] contacted GMEC to advise that she was without power and that she did not agree to cancel her electric service with GMEC; therefore, a request was processed to investigate   Ms. [redacted]’ account.  At that time, GMEC processed a priority move-in request to regain Ms. [redacted]’ electric service account at [redacted] effective January 5, 2017 establishing account #[redacted].  During the call, Ms. [redacted] was offered to enroll on the GMEC’s Pollution Free (Variable) plan and she agreed.  This plan is month to month and has an average price of 8.9¢ per kWh based on an average monthly usage of 2,000 kWh.On January 6, 2017, a final invoice for $50.57 under account #[redacted] was sent for the final billing period of December 13, 2016 through January 4, 2017 with Current Charges of $46.33 and a $4.24 Late Payment Penalty due by February 3, 2017.   On January 7, 2017, Ms. [redacted] contacted GMEC requesting that she be reimbursement for food damages due to the loss of power.  A GMEC representative advised Ms. [redacted] that once she contacted GMEC on January 5, 2017 and advised that she should have power and her electric service should not have been cancelled, GMEC submitted a request to the Transmission and Distribution Service Provider (TDSP) to restore power which completed the same day; thus, reimbursement for the loss of food was not warranted.  Ms. [redacted]’ call then dropped; therefore, no additional information was provided regarding the account.ResolutionGMEC received a valid transaction and authorization from ERCOT to close Ms. [redacted]’ GMEC account #[redacted] effective January 4, 2017 due to an enrollment request received by another REP and GMEC responded appropriately.  Ms. [redacted]’ GMEC service was cancelled and the new customer enrolled at the premise as per the request verified by ERCOT and the other REP.  After Ms. [redacted] advised GMEC that her electric service should not have been cancelled nor disconnected, GMEC immediately submitted a request to restore power and regain her account through the retail market which completed effective January 5, 2017 under account #[redacted].  As such, reimbursement for damages is not warranted.  Any fees associated with the reconnection of Ms. [redacted]’ account due the inadvertent switch of her premise will be waived. Additionally, although Ms. [redacted] agreed to terms of the Pollution Free (Variable) plan, she may contact me at the number below to discuss available price plan options for the account.  I’m available Monday through Friday from 8 a.m. to 5 p.m.  [redacted]Customer Support [redacted]

Green Mountain Energy’s Response to Revdex.com Case # [redacted] RebuttalGreen Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. [redacted], and we understand Ms. [redacted]’s concerns regarding the disconnection of electric service on behalf of Mr. [redacted].While we understand Ms. [redacted]’s concerns regarding the disconnection of electric service, on October 9, 2015 a Low Balance Alert was sent to [redacted], advising that the electric service account at [redacted] had a negative balance of $1.05.  Mr. [redacted] electric service account balance was not above the $5.00 threshold; therefore, a disconnect request was sent to Oncor Electric Delivery Company (Oncor) for Mr. [redacted] premise.  A review of Mr. [redacted]’s account determined that his account has been invoiced in accordance with his Terms of Service; GMEC may request disconnection of electric service after the Low Balance Alert is sent and the account balance reaches $5.00 dollars.  For any additional questions about this concern, please contact me at [redacted].  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.  [redacted]Customer Support[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our...

findings:  IssueMr. [redacted] is disputing the timeframe to receive a deposit refund of $279.00 for the electric service at 2711 Trophy Park Drive. HistoryOn April 13, 2015, Mr. [redacted] contacted GMEC and requested to enroll the electric service account at 2711 Trophy Park Drive effective April 14, 2015. A security deposit of $279.00 was required to process the enrollment.  On April 14, 2015, Mr. [redacted] processed a payment of $279.00 and the enrollment request was released. Later on April 14, 2015, GMEC received notification from the Electric Reliability Council of Texas (ERCOT) that the move-in request was rejected due to a move-in or switch hold for the electric service identifier (ESI) # [redacted].  Multiple contacts were received from Mr. [redacted] on April 17, 2015 requesting a status of the enrollment. The GMEC representatives advised Mr. [redacted] that in order to complete his enrollment, he would be required to provide a copy of a deed/lease or closing document reflecting that he was a new occupant and complete a new occupant confirmation form. Mr. [redacted]’ documents were received and a request was sent to Oncor Electric Delivery (Oncor) to remove the switch hold. A response was received from Oncor advising that the request to remove the switch hold was denied based on information received from the current retail electric provider (REP) at ESI # [redacted]. A GMEC representative contacted Ms. [redacted] and provided her with the response received from Oncor. Mr. [redacted]’ requested to cancel the enrollment and receive a refund of his security deposit and at that time, a request was processed to review the account. Multiple contacts were received from Mr. [redacted] from May 20, 2015 through June 19, 2015 for a status of his security deposit refund. Mr. [redacted] was improperly advised that his security deposit refund was sent on April 14, 2015 and requests were submitted to review the account. ResolutionGMEC regrets any inconvenience or confusion these proceedings may have caused Mr. [redacted]. On June 22, 2015, a refund check for $279.00 was mailed to [redacted] On June 23, 2015, a GMEC representative contacted Ms. [redacted] and provided an update. For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m.   [redacted]Customer Support [redacted]

To Whom It May Concern, Green Mountain Energy received Ms. [redacted]’s complainton September 23, 2015.  The following outlines her enrollment, accountstatus, and our resolution.Ms.[redacted]’s electricity account was enrolled in person for Green Mountain Energy onSeptember 14,...

2012. During the enrollment, Ms. [redacted] was presented with all required disclosuresincluding the fact that our product was for a 3 month promotional variablesupply price plan.  Following enrollment,Ms. [redacted] was mailed a copy of the Terms of Service for the electricity accountwhich additionally outlined the variable supply price, including that it may behigher than her local utility’s supply rates.   Prior toreceiving the complaint, on September 15, 2015, Green Mountain Energy receivedan inbound cancelation request from Ms. [redacted] via email.  Her request was processed immediately, andher account will not be starting service with Green Mountain Energy, asdetermined by her local utility company, Consolidated Edison.  Uponreceiving her complaint, Green Mountain Energy spoke with Ms. [redacted] on September23, 2015.  During this call, we reviewedthe terms of the enrollment and confirmed the service end date on the account.  While we found no wrong doing on the part ofthe sales representative as reported by Ms. [redacted], we apologized for anydissatisfactory experience she may have had with Green Mountain Energy.  We consider this matter closed. Please let me know if you need anyadditional information regarding this complaint. [redacted] 3711 Market Street, 10th FloorPhiladelphia, PA 19104[redacted] (p)[redacted] (f)

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted]At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our...

findings:   Issue[redacted] is disputing the pricing information provided by the GMEC representative during his enrollment for his electric service account at [redacted] HistoryOn May 30, 2015, a GMEC door-to-door representative contacted [redacted] and he agreed to switch his electric service at [redacted] to GME effective the next meter read date. [redacted] agreed to enroll in the Pollution Free Timewise Free Weekends Select which included a $300 promotional incentive. This plan offers a Weekday Energy Charge of 14.1626¢ per kWh, Weekend Energy Charge of 0.00¢ per kWh, Centerpoint Energy (CNP) Delivery Charges of $8.72 per month and 3.7256¢ per kWh.  The term of this plan is 36 months and it has an Early Cancelation Fee of $250.00. The GMEC representative  provided [redacted] with a copy of his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL) on May 30, 2015. Later that day, [redacted]'s switch request to GMEC completed. On June 24, 2015, an invoice for $137.79 was sent for the billing period of May 30, 2015 through June 19, 2015 due July 10, 2015. On July 2, 2015, [redacted] contacted GMEC disputing the June invoice stating he was provided different pricing information in comparison to the pricing on his recent invoice. The GMEC representative listened to [redacted]’s enrollment call which determined all mandatory disclosures were provided to [redacted] during his enrollment request. The GMEC representative explained to [redacted] the 14.1626¢ per kWh Energy Charge was fixed regardless of how many kilowatts were used, however because the Centerpoint Energy (CNP) Delivery Charges included the 3.7256¢ per kWh the average price per kilowatt would vary depending on the amount of kilowatts used. The average price quoted of 12.6¢ per kWh was based on usage of 2000 kilowatts. [redacted] stated he was misled since the average amount was quoted at 2000 kilowatts and not his actual kilowatt usage. The GMEC representative apologized for the misunderstanding and informed [redacted] the pricing structure was accurately and entirely disclosed during the enrollment call; therefore the $250.00 early cancelation fee would be assessed should he decide to switch electricity service providers.  ResolutionA review of [redacted]'s account confirmed that a valid agreement was received on May 30, 2015 to enroll the electric service at [redacted] in the  Pollution Free Timewise Free Weekends Select plan which included a $300 promotional incentive. All pricing information was accurately disclosed to [redacted] prior to completion of his enrollment. As a courtesy,  GMEC has contacted [redacted] and has offered to waive the $250.00 early cancelation fee should he decide to select another retail electric provider. Additionally, should [redacted] decide to remain with GMEC, GMEC will honor any GMEC rate plan [redacted] requests. Account Status[redacted]'s account is open and currently has a $137.79 balance due July 10, 2015.

Please see the attached document:For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. [redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] Rebuttal  Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns regarding the status of her refund check.Several attempts have been made to reach Ms. [redacted]; however, the attempts have been unsuccessful and voice messages were left. GMEC’s records reflect that a refund check in the amount of $227.56 was sent on November 5, 2015 to a UPS STORE to the mailing address of [redacted] provide by Ms. [redacted].I would like to address Ms. [redacted]’s concerns regarding the receipt of her refund check.  Please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.  [redacted]Customer Support[redacted]

Please see GMEC's response to Revdex.com# [redacted].For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.  [redacted]Customer Support[redacted]

Complaint: [redacted]
I am rejecting this response because:As I noted in my complaint, Green Mountain's wording would have allowed them to switch my service to a "Plan of their choosing" on or about June 8th.  Because of this I felt compelled to change to a service I selected, not them.  My complaint is before the Texas PUC and I am awaiting their response.
Regards,
[redacted]

To Whom It May Concern,Green Mountain Energy received [redacted]’ complaint on November
19, 2015.  The following outlines our actions taken and our resolution.Prior to
receiving the complaint, Green Mountain Energy did not speak with Mrs.
[redacted].  Upon receiving this complaint,...

Green
Mountain Energy searched our customer data base for an account matching with
Mrs. [redacted] name, service address, telephone number and email address.  We were unable to find an account with her
information.  Green Mountain Energy spoke
with Mrs. [redacted] on November 19, 2015.  We
spoke about the complaint she filed, and explained that we could not find an
account matching her information.  We
advised that because of this, we believed that she may have been visited by
representatives from a different electricity company.  Green Mountain Energy was unable to search
for an account based on Mrs. [redacted]’ account number, as she did not feel
comfortable providing it..  Furthermore,
our door to door team was unable to locate any records matching her information
either.  We advised Mrs. [redacted] to contact
her local utility company to confirm which third party supplier enrolled her
account.  Should Ms. [redacted] provide
information differing from our findings, we will certainly work to resolve any
outstanding issues.  Until then, we
consider this matter closed.Please let
me know if you need additional information regarding this case.Sincerely,[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]

Green Mountain Energy received Mr. [redacted]’s complaint on February 9, 2016.  The following outlines the enrollment, account status, and our resolution.   Mr. [redacted]’s account was enrolled in person for Green Mountain Energy on April 16, 2015 by his father, Mr. [redacted]...

[redacted].  As part of the enrollment, Mr. [redacted] was presented with and accepted all required disclosures including the key terms which included that the supply price was variable and that our supply price may be higher than the EDC rate.  Mr. [redacted] also completed third party verification (attached).  Following the enrollment, Mr. [redacted] was also mailed a copy of our Disclosure Statement detailing the full terms (attached), including a description of the variable supply price, and disclosure that reiterated the supply price may be higher than the EDC’s rate.   Prior to receiving this complaint, Green Mountain Energy spoke with Mrs. Veronica [redacted] on December 10, 2015.  We reviewed the terms of enrollment, supply prices charged, and offered alternative supply price plans available to her.  During this call, Mrs. [redacted] requested to cancel her account with Green Mountain Energy.  Her request was processed immediately, and her account ended service on January 7, 2016, as determined by her local utility company, ComEd.  Lastly, Mrs. [redacted] requested us to investigate who completed this enrollment with Green Mountain Energy, as she did not recall doing this and did not think her husband did either.  Green Mountain Energy attempted to speak with Mrs. [redacted] on December 23 and 30, 2015 with the results of our investigation.  Unfortunately, we were unable to reach her.  Green Mountain Energy spoke with Mrs. [redacted] on January 4, 2016.  We reviewed the terms of enrollment, explained that Mr. [redacted]’s father Henry completed the enrollment, and confirmed the service end date on the account.  Mrs. [redacted] did not have any further questions at that time. Upon receiving this complaint, Green Mountain Energy spoke with Mrs. [redacted] on February 11, 2016.  We reviewed the terms of enrollment, supply prices charged, the aforementioned conversations, and confirmed the service end date on the account.  Lastly during that conversation, as a show of good will, we offered to issue a courtesy credit in the form of a check.  We believe this resolution was fair, since the Terms of Service clearly indicate that this plan was for a variable supply price.  While we were not obligated to offer a credit, we did so in order to amicably resolve her complaint.  Mrs. [redacted] accepted our offer, and confirmed her complaint was resolved.  We consider this matter closed. Please let us know if you need any additional information regarding this case.   Frank Sanchez3711 [redacted]et Street, 10th FloorPhiladelphia, PA 19104(267)-295-5759 (p) (800)-520-8189 (f)

Green Mountain Energy’s response toRevdex.com Case # [redacted] At Green Mountain Energy Company(GMEC), we take complaints very seriously.  We always appreciate hearingfrom our customers and want to ensure their concerns are addressed.  Pleasesee below for a summary of our findings:...

 IssueMr. [redacted] disputes the price plan for the electricservice at 502 Windy Lane. HistoryOn March 30, 2015, Mr. [redacted]contacted GMEC regarding availableprice plans and was provided with available options for his account; however,he declined to enroll on an alternate plan at that time. Mr. [redacted] requested acredit reference letter and his request was processed.  GMEC received notification that theelectric service account at 502 Windy Lane was being closed out of Mr. [redacted]’sname effective March 30, 2015. On March 31, 2015, Mr. [redacted] processed an onlinerequest to change his price plan to the Pollution Free Efficient with Nest 24price plan with a NEST thermostat promotional incentive. This plan offers an Energy Charge of $0.077718 per kWh and OncorDelivery Charges of $5.25 per month and 3.3156¢ per kWh. The term of this planis 24 months and has an Early Cancellation Fee of $295.00.  An email confirmation was sent to Mr. [redacted]at [redacted]@HOTMAIL.COM, whichincluded a link to Your Rights as a Customer, Terms of Service and EFLdocuments.  Due toa pending notification of account closure, Mr. [redacted]’s online request tochange his price plan was cancelled April11, 2015. OnAugust 26, 2015, Mr. [redacted] contacted a GMEC web chat representative to disputethe price plan. The GMEC representative advised Mr. [redacted] that his request tochange his price plan was cancelled due to the March 30, 2015 request to closethe electric service account. Additionally, he was provided with an explanationof his invoice and billing. ResolutionGMEC regrets any inconvenience these proceedings may have caused Mr. [redacted]. On September2, 2015, a request was submitted to update Mr. [redacted]’s price plan effectivethe first meter reading on or after March 1, 2015. A corrected invoice will beissued and all credit adjustment will be reflected.  An attempt to contact Mr. [redacted] was unsuccessful and a voicemail messagewas provided. For any additionalquestions about this concern, please contact me at the number below. I’mavailable Monday through Friday from 8 a.m. to 5 p.m.   [redacted]Customer Support
[redacted]

Complaint: [redacted]
I am rejecting this response because: The information you provided does not help with my complaint. I know I have average billing, and if I did not my bills would already be $200+. I am requesting you as a business to either allow us to change our plan, due to using more than 10kilowatts. Or allow us to move to a different company with no penalty since I was wrongly informed about our contract when I first called customer service. 
Regards,
[redacted]

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