Bounce Energy

Bounce Energy has excellent customer service and great rewards! When we initially signed up we had a few issues which were remedied kindly and quickly. We chose the Express Move 24 plus plan which includes a Nest Learning Thermostat and we couldn't have chosen a better option! We received great discounts, coupons, and moving quotes. Our energy bills are very low since the Nest Thermostat was installed! The reward programs are extremely fun! For some reason my account wasn't going toward rewards, and the customer service representative was helpful, thorough, and apologetic. We highly recommend this company!

Good afternoon, Ms. [redacted],   Thank you for your inquiry.  I apologize...

for the delay in my response to your Revdex.com complaint, as well as your frustration with your billing due to a move out that did not occur at your previous address.   I do show that you placed a transfer of service on 12/27/14 with a move out at your [redacted] address effective for 1/26/15.  This move out failed to process correctly and we continued to bill you until 5/1/15.   We did post a credit to your account for all bills during the period 1/26/15 to 5/1/15.  This was for the total amount of $130.08.  This amount has been applied to your account.   If you have any further questions, or wish to speak with a supervisor directly about your concern, please feel free to call our Escalations Department at [redacted] at your convenience.    Sincerely,   [redacted] Bounce Energy

Good afternoon, Ms. [redacted],
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Thank you for your inquiry. 
I apologize for the confusion you have regarding your account.  I have reviewed your account and can see you
placed an online order through a third party provider, [redacted], on 1/1/15
for a requested start date of 1/14/15.  You
selected a customer plan for 19 months. 
Your services started on 1/14/15, but Bounce Energy has received a
switch request from another provider on 2/6/15. 
A confirmation email was sent to you via email on 1/1/15 and was opened
on 1/3/15 by the recipient. The email was sent to [redacted].com. We also
contacted the number on file for the account today , [redacted], and the
message states [redacted].  At this
time you are responsible for any usage you have on the account due to the valid
enrollment on 1/1/15. 
 
Sincerely,
 
[redacted]
Bounce Energy

Good morning, [redacted],
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Thank you for your inquiry. 
I apologize for the confusion and frustration you have with redeeming
your $100 gift card.  I am happy to help
you understand what is occurring on your account.
 
The reward you are requesting is not a Bounce Energy
reward.  Bounce Energy did not have a $100 promotion running on 9/30/14 when you signed up for service through SaveOnEnergy.com.  However, on 10/1/14 you signed up with a
product specialist to set up [redacted]. 
The $100 gift card is from [redacted] and not Bounce Energy.  You can review the FAQs for how to redeem
your gift card at [redacted].
 
I greatly apologize that the email agent advised you that you
would be receiving a gift card from Bounce Energy.  After a review of your account, I see that
you have not selected any of the Bounce Energy rewards programs when you signed
up online on 9/30/14.  Since you have not
selected a rewards program you do not qualify for any rewards from Bounce
Energy.  Our rewards program allows
customers to earn different rewards every 6 months for paying their bill
on-time.
 
You can select a rewards program by logging in to your MyAccount
and selecting ‘Your Rewards & Promotions’. 
Through your MyAccount you  can review the different reward programs Bounce Energy has and start earning
today.
 
If you have any further questions, or wish to speak with a
supervisor directly about these concerns, please feel free to call our
Escalations Department at [redacted] at your convenience.
 
Sincerely,
 
[redacted]
Bounce Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that their response did not resolve my complaint.
Due to the chronic lack of service from Bounce Energy (60 days had elapsed since I had filed the claim), I contacted the Attorney Generals Office and Small Claims Assistance, who recommended I first contact Revdex.com and allow the company an opportunity to respond to an official complaint. Bounce Energy chose not to respond to me or to Revdex.com, as requested.  On Oct 12, Revdex.com closed the complaint and indicated this will be the final phase of their process. 
On Oct 14, I changed energy providers.
On Oct 21, Bounce Energy became responsive to my complaints. As Bounce Energy is no longer my provider, their untimely response is an irrelevant one, at best. I request that Revdex.com reject the company's response and keep this compliant visible to the public for as long as possible.
I want to thank Revdex.com for their prompt and professional assistance. 
Regards,
[redacted]

Ms. [redacted]
Thank you for your response.   Bounce Energy played the enrollment call for your review.  You and a supervisor listened to the call and it was determined that you agreed to the enrollment. therefore the enrollment was vaild.  You requested for Bounce Energy to drop you as a customer and that has occurred as well.  We have asked that Next TV Communications or any of its affiliates to not sell Bounce Energy products to you any longer.  Bounce Energy does not have any outbound calling programs nor are any of our vendors allowed to represent Bounce Energy on an outbound call.  Bounce Energy does not utilize outbound calling as an acquisition tool.  If you have any further concerns about this issue, plesae feel free to contact Bounce Energy directly.
 
Thank You,
 
[redacted]

Thank you for your inquiry.  I want to apologize for the frustrations you have experienced with your $25 gift card.  I am happy to let you know that your gift card was mailed to the [redacted] address on...

[redacted].
 
The $25 gift card is a part of an incentive program for choosing the Custom Plan and not a part of a reward program that you have indicated in your complaint.  By selecting this plan you had the ability to choose one (1) of three (3) incentives; a $25 Bill Credit, a $25 [redacted] Gift Card, or a $50 [redacted] Gift Certificate. 
 
The incentive is handled by a third party vendor, [redacted], for fulfillment.  [redacted] sends out an email to confirm your address and selection and once you confirm the address and selection a gift card is sent out within 4 to 6 weeks.  Since you are stating this did not occur, we requested a $25 gift card to go out without the email verification.  Your gift card was sent out on [redacted].
 
If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at [redacted] at your convenience.
 
Sincerely,
 
[redacted]
Bounce Energy

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], the miles were added to my account,  and I find that this resolution would be satisfactory to me. 
Thank you,[redacted]

From: [redacted] [mailto:[redacted]] Sent: Friday, September 05, 2014 3:25 PM
/>
To: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]
 
Good Afternoon, Mr. [redacted],
 
Thank you for your inquiry.  I want to apologize for the frustrations you have experienced regarding the delay in your rewards.  I am happy to let you know that I have included the Restaurant.com reward code and put in a request to requalify you for the $50 Visa gift card.
 
The Restaurant.com reward code is [redacted].  I do greatly apologize for the delay of this reward.  During my research I discovered that you were to receive this in March, but an email did not generate for your account.
 
Also the email for the $50 Visa Gift card you selected on 6/25/14 was sent to the email address [redacted] on 6/30/14 by our third party fulfillment, [redacted].  The email is sent to verify your information.  Once the email is responded to the gift card is sent out.  This email had a 60 day expiration code and expired on 8/30/14.  I have requested to requalify your account and to remove the email verification.  You should receive your gift card within 2 – 4 weeks.
 
If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at ###-###-#### at your convenience.
 
Sincerely,
 
[redacted]
Bounce Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I still reject the erroneous fees.  I will find my original documents that contradict the newly generated documents by Bounce.
Regards,

Sent: Tuesday, May 26, 2015 8:51 PMTo: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]  
font-family: Calibri, sans-serif;">Good afternoon, Ms. [redacted],   Thank you for your inquiry.  I apologized for the delay in my response to your Revdex.com complaint, as well as, your frustration regarding a move out that did not occur.  I am happy to take care of this issue for you.  If you could send us documentation, as was disc[redacted]ed, showing that you moved out of the premise I can take care of this issue for you.  We do not have a call prior to 8/15/14 requesting a move out.  I can move the premise out to that date with the information I have, unless you provide me documentation showing the 6/19/14 move out.   According to your complaint, you state you called in on 6/14/14 to process a move out.  If that is the case the earliest we could have moved your premise out would have been 6/18/14.  According to your  account you have an usage fees of $55.83 for the service period 5/19/14 to 6/19/14.  Once you send in your paperwork showing the premise was moved out on 6/19/14 I will reverse all fees leaving the remaining balance of $55.83 past due.   If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at 281-404-2518 at your convenience.   Sincerely,   R[redacted] Bounce Energy

Good afternoon, Ms. [redacted],
Thank you for your inquiry. 
I want to apologize for the frustration you have experienced with your
account.  I am happy to let you know the issue
has been corrected and your balance is now $0. 
Below, I have outlined the details of your issue.
-         
On 9/19/14 you received a bill for the billing
period 8/14/14 to 9/15/14.  The currently
monthly charges were $163.63 and the Current charges due were $34.93.
-         
The difference in the amounts was due to a
payment of $128.70 that was made on 9/13/14 mistakenly by another customer that
entered your account number for a payment.
-         
On 9/25/14 you contacted us for the balance to
pay, which at the time, due to the $128.70 payment, was $34.93 as indicated in
the email by the agent.
-         
On 10/1/14 the customer that made the payment
called to have the payment of $128.70 applied to the correct account. 
-         
On 10/7/14 you called in stating you should not
have a past due balance because you paid what was indicated in the email.  The agent explained that another customer
posted a payment through Moneygram to your account accidently and Bounce Energy
moved the payment to the correct account on 10/1/14.  The call was transferred to a supervisor and
the supervisor explained that you were still accountable for the energy usage.
-         
On 10/8/14 an email was sent to you explaining
the situation as well.
-         
On 10/11/14 a payment was received for the
remaining $128.70.
I greatly apologize for the confusion that was create by
another customer mistakenly entering your account number for payment.  We have counted the payment on time and I
have also applied a $25 customer appreciation credit to your account.  These mistakes do sometimes occur if the a
customer does not enter in the correct account information.  When the change was made our payment
department should have requested an outbound call to you explaining the
situation.  I apologize that this did not
occur.
A disconnection notice was sent out on 10/13/14 but please
disregard this notice, as your account is currently up to date. 
If you have any further questions, or wish to speak with a
supervisor directly about this issue, please feel free to call our Escalations
Department at ###-###-#### at your convenience.
Sincerely,
[redacted]
Bounce Energy

Good Afternoon, [redacted],
Thank you for your inquiry. 
I want to apologize for the frustration you have experienced with your
account.  I am happy to let you know that
I have waived the early termination fee. 
The waiver will appear tomorrow.
As we discussed this afternoon the rate fluctuations you
were seeing are because you were quoted a [redacted] average rate based on 2000
kWh.  If you use less than 2000 kWh the average
rate is higher because a base charged is assessed for using under 2000 kWh, but
your energy rate will remain the same. 
You paid [redacted] cents/kWh on each bill. 
If you have any further questions, or wish to speak with a
supervisor directly about this issue, please feel free to call our Escalations
Department at [redacted] at your convenience.
Sincerely,
[redacted]
Bounce Energy

The details of the response, including which payment(s) were late, are different from the responses I have received from agents on the phone. One agent was saying that several payments from the second month onward were late, another agent said different payments were late, and now the respondent to the complaint says it was the 12th payment that was late. The fact is that NONE of the payments were late. There is a delay in processing on-time payments made through the automated phone payment system that the company is unwilling to acknowledge. The company is also apparently unable to do a thorough and accurate audit of payments received. I must respectfully request, again, that my deposit in the amount of $150 be refunded to me. Bounce Energy cannot provide reliable evidence that any of my payments were late, and any delay in payment processing is due to the company's error, not mine.
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Ms. [redacted]
Thank you for your response.  This is what we are currently showing in our system for your selection.
 
For [redacted]
[redacted] Congratulations! You have qualified for our Electronics Rewards 6 month incentive! You have earned your choice of [redacted] Companies gift cards! You must have a valid email address to receive rewards.
$25 [redacted]$25 [redacted]$25 [redacted]$25 [redacted]$25 [redacted]$25 [redacted] [redacted]
 
If you let me know what selection you want I will make the selection for you.
 
Thank You,
 
[redacted]
Bounce Energy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Tuesday, December 02, 2014 10:29 PMTo: drteamSubject: Complaint # [redacted]   I was assured that this issue would be resolved. Unfortunately it still hasn't been. I am still being billed for an account I closed in September. The payments I had made have somehow been reversed. I have contacted the representative of the company multiple times and have gotten no response nor will he return my phone calls. 
Regards,

Good afternoon, Ms. [redacted],
Thank you for your inquiry. 
I apologize for the confusion and frustration with having the early
termination fee returned to you once you were regained as a customer.  Your early termination fee should have been
returned as soon as you were regained as a customer.  I appreciate you bringing this to our
attention, so that we may find out why this did not occur.  I am happy to let you know I have removed the
early termination fee from your account.  This will go into
effect tomorrow and you can review the balance in your MyAccount tomorrow.
I also apologize for the long hold times you have
experienced.  We are currently
experiencing higher than normal call volumes due to the abnormally cold weather
we have recently experienced in Texas. 
This is leading to higher bills and customers are calling in to discuss
these bills.
If you have any further question, or wish to speak with a
supervisor directly about your concerns, please feel free to call our
Escalations Department at [redacted] at your convenience.
Sincerely,
[redacted]
Bounce Energy

Good afternoon, [redacted],
 
Thank you for your inquiry. 
I apologize that you are not satisfied with our response.  You only are eligible for a total of $100 in
Refer A Friend credits and this has already been paid out to you.  The first invoice was on [redacted] and was a $50
credit for being referred.  The second $50
Refer A Friend credit was paid out on the invoice generated on [redacted].  I have attached this invoice so you can see
that the credit was applied. 
 
As for your check being sent to the incorrect address, this
is something we had to request from our back office team.  I apologize that this was not identified
sooner but return mail can take awhile to receive and we just received your
return check recently.  This was mailed
out again yesterday, [redacted].
 
I show that you spoke with a supervisor this morning and
advised you about the refund check and that the additional Refer A Friend
customer did not add your account to their order.  At this time your refund check is being
mailed to you and you have received all credits that are due to you.
 
If you have any further questions, or wish to speak with a
supervisor directly about these concerns, please feel free to call our
Escalations Department at [redacted] at your convenience.
 
Sincerely,
 
[redacted]
Bounce Energy

Good Afternoon, [redacted],
Thank you for your inquiry. 
I want to apologize for your confusion on your rewards.  I am happy to let you know how the program
works.
The 3% Cash Back rewards program is paid at one time within
2 billing cycles of your 12th on time payment.  You just recently made your 12th
on time payment and will receive your reward within the next two (2) invoices.
The terms and conditions state:
‘Bill discounts as rewards may only be applied to current
customer bills and we will be automatically apply bill discounts to your
current customer bill as of the time of issuance. Your bill will note the
application of bill discounts applied under the Program. Bill discounts as
rewards will be issued by us within two billing cycles following the billing
cycle in which you qualify for the reward (e.g., if you reach a reward
milestone by making a consecutive number of on-time payments and otherwise
qualify for a bill discount as a reward upon making such payment, then your
bill discounts will be issued and reflected on your next bill).’
‘If at any time or for any reason you cease to be a Bounce
Energy customer prior to the application of any bill discount, then all bill
discounts as rewards will immediately expire and be forfeited by you. In no
event and under no circumstances may bill discounts be redeemed or exchanged
for cash, nor may bill discounts be assigned or otherwise transferred in any
way. Bill discounts have no cash value other than the cash you will save on the
bill to which it is applied. Bill discounts may not be saved, banked, or
otherwise used in any later or future periods other than the current billing
cycles in which they are issued.’
I have alerted our billing department that you do qualify
for the 3% cash back reward and the it should be reflected within your next 2
invoices. 
If you have any further questions, or wish to speak with a
supervisor directly about this issue, please feel free to call our Escalations
Department at [redacted] at your convenience.
Sincerely,
[redacted]
Bounce Energy