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

Good afternoon, [redacted],
 
Thank you for your inquiry. 
I sincerely apologize with the frustration on your account.  I do show that you have a $0 balance.  Your payment of $175.36 covered 4 invoices.  .
 
[redacted] - $47.75
[redacted] - $12.91
[redacted] - $54.14
[redacted] - $60.56
 
[redacted] and  [redacted]
 were a combined on one bill.  The total amount of this bill was for
$173.57.  You called on 9/10/14 and paid
the agent a total of $112.91.  The
billing periods on this invoice were 7/23/14 to 8/21/14 for the [redacted] and 8/19/14 to 8/21/14 for the [redacted] address.  You also
requested a meter reading for the [redacted] address. The reading was
accurate according to [redacted].  You had a
remaining balance of $47.75 for the [redacted] address and a remaining balance
of $12.91 for the [redacted] address.
 
[redacted] was a final bill for the [redacted]
address.  The billing period was from
8/21/14 to 9/11/14.  This was the invoice
that you incurred the early termination fee of $200. The total amount of this
bill was $323.21 (This amount included the past due amount of $60.66)  The early termination fee was removed on 10/28/14 when you and
I spoke.  You received a credit of
$208.41.  After the credit you had a
remaining balance of $54.14 for the monthly usage.
 
[redacted] is the next invoice for the [redacted]
address.  The billing period was from
10/27/14 to 11/19/14.  This bill was
combined with a final bill from the [redacted] address.  The [redacted] was remove for a total
amount of $20.53.  The invoice shows the monthly balance for the [redacted] address in the amount of $60.56.
 
All referenced invoices are attached.
 
Please feel free to contact us with any further questions at
[redacted].
 
Sincerely,
 
Russ [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.  Once I have received the gift card I will show this complaint as resolved.
Regards,

Good afternoon, Ms. [redacted],
New Roman">
 
Thank you for your inquiry. 
I want to apologize for the frustrations you have experienced regarding
the refund of your deposit.  I am happy
to let you know your refund check was mailed out on 2/11/5 for $158.80 to [redacted] N
[redacted] Rd #[redacted], [redacted], TX [redacted].  The
check number is [redacted].
 
Our policy is to mail out the deposit refunds 4 to 6 weeks
after the final due date.  This is
because your local utility can make adjustments to your usage.  Bounce Energy can research any changes to the
usage and ensure you receive the proper refund.   Your final due date was 2/6/15 and the check
was mailed out 5 days later.
 
If you have any further questions, or wish to speak with a
supervisor directly about this issue, please feel free to contact our
Escalations Department at 281-[redacted]-25** at your convenience.
 
Sincerely,
 
Russ C[redacted]
Bounce Energy

Good Afternoon, Ms. [redacted]
Thank you for your inquiry. 
I want to apologize for the frustrations you are experiencing regarding
the early termination fee on your account. 
I am happy to let you know what is happening on your account and how to
rectify the situation.
You signed up for services online on 10/2/13.  You selected the Custom Plan 12 and agreed to
the Electricity Facts Label and Terms of Service notifying you of the Early
Termination Fee that could be charged if you left your contract before the term
ended.
On 4/11/13 the electricity was switched to another customer,
but the move out was not initiated by you. 
Therefore, you were charged an early termination fee when your final bill
generated on 4/17/14.
This is a simple fix for us and I can remove the fee once
you provide valid paperwork, such as a lease agreement, showing the date you
moved out of the old address or the date you moved into your new address.  I do show you did speak with a supervisor on
4/23/14 who advised you of the same information.  Once we have this documentations we can
remove and refund the fee.
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

Good afternoon, Ms. [redacted]
Thank you for an inquiry. 
I want to apologize for the frustrations you have experienced trying to
place an order with Bounce Energy.  I am
happy to explain what occurred on your order.
On 4/18/14 you placed an order online for the Custom
Variable rate plan with a rate of 10.6 cents/kWh at 2000 kWh.  On 5/3/14 you called in and changed the order
to a Custom 11 month plan at 10.7 cents/kWh at 2000 kWh but decided to stay
with your previous provider. 
Rates change on a daily basis. We cannot guarantee the rates
will be the same from day to day. 
Therefore when you contacted us over 2 weeks later, to make changes,  the rates changed.  I have tried to mimic the rate plan you last
selected the Custom 11 month plan this afternoon and the rate is now 10.8 cents/kWh.
The agent should have offered to extend the promotion or
something comparable.  The agent did
advise you correctly though, the agent had no way of entering in the [redacted] promo you wanted.  The code
was only good from 4/15/14 to 4/20/14. 
If you wish to place your order with Bounce Energy you can contact our
escalations department and we can offer you a $50 bill credit and the current
market rate.
If you have any further questions, or wish to speak with a
supervisor directly about the issue, please feel free to call our Escalations
Department at [redacted] at your convenience.
Sincerely,
[redacted]
Bounce Energy

Good afternoon, Ms. [redacted]

Thank you for your inquiry. 
I apologize for the confusion and frustration with your renewal.  I am glad to inform you that the early
termination has been waived.  I am also
happy to help you understand what occurred on your account.
When you initially signed up for Bounce Energy on 3/13/13,
you selected the Terrific 12 plan, which is a 12 month contract.  The plan was set to end on 4/11/14.  On 2/6/14 you renewed your plan to go into
effect as soon as your existing plan expired. 
This is the plan you were charged an early termination fee for.  While technically you are responsible for the
fee, our agents should have understood your dilemma and accommodated you with
your request.  I do show you were able to
speak with a supervisor who took care of the early termination fee for you.
You will receive a refund of $200.33 for the early
termination fee.  This set to be issued on
4/29/13.
If you have any further questions, or wish to speak with a
supervisor directly about your concerns, please feel free to call our
Escalations Department at 281-404-2518 at your convenience. 
Sincerely,
[redacted]
Bounce Energy

Good Afternoon, Mr. [redacted],
Thank you for your inquiry. 
I want to apologize for the frustrations you have experienced regarding
your reward redemption of the $25 Walmart gift card.  I am happy to let you know what is going on
with your account.
In September of 2013 you contacted Bounce because you were
having issues selecting a rewards program. 
The supervisor you spoke with on 9/25/13 added the shoppers program for
you.  This program allows you to earn up
to $75 in gift cards a year at the retailer of your choice, $25 after 6 months
,and $50 after 12 months.
At some point between September and April the rewards
program was dropped from the account, because when you spoke with a supervisor
on 4/24/14 the supervisor requested that you select a reward program
again.  On 4/28/14 the supervisor
requested to have the rewards program added and your selection to be backdated
so you could select the $25 Walmart gift card.
On 5/6/14 you spoke with a supervisor that requested the $25
Walmart gift card be manually added to the system since you were having issues
making the selection.  During the process
you should receive an email from MPell Solutions requesting verification of
your address and then your gift card will be sent out.  I have requested that the gift card be sent
out without the verification.  You should
receive the gift card within 4 to 6 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 [redacted]
Sincerely,
[redacted]

Good afternoon, Ms. [redacted],
Thank you for your inquiry. 
I want to apologize for the frustrations you have experienced regarding
your recent payment.  I am happy to let
you know the the payment amount has been corrected and you now have a $0
balance. 
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

I hope that you are enjoying a good day.  Having viewed your account, I see that your issues have been taken care of.  I will gladly explain to you what happened.  The agent that submitted the request to remove the...

incorrect address mistakenly selected your [redacted] address.  This error lead to the bills to continue to go out.
 
You initially set up service for the [redacted] apartment yourself through the online customer portal on [redacted] with a move in for [redacted]/**.  You then called in on [redacted]/** to make a change to the order.  Unfortunately the utility company cannot cancel a same day move in, the agent you spoke with started the process to have the power put back in the previous providers name and the process can take 30 to 45 days.  This process in put in place by the Electricity Reliability Council of Texas and must be followed to ensure the previous customer is not without electricity due to a customer or provider error.  Unfortunately, the agent selected the incorrect address to process. 
 
When you spoke to the agents on [redacted] she applied a $45 bill credit to have your bill waived and I requested that the [redacted] bill be waived.  The [redacted] bill has been waived and the $45 bill credit the agent gave you will be on your next invoice you receive.
 
After speaking with you today, I have moved the $45 bill credit to go into effect within the next 24 hours.
 
If you have any additional questions, please let me know.  Thank you for choosing Bounce Energy and have a great day.
 
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.  The date the company claimed is past my contract.  The contract if for 12 months not 12 months and whatever days they want to keep a client on the hook using unscrupulous business practices. 
Regards,[redacted]

Good afternoon, Mr. [redacted]
I hope that you are enjoying a good day.  I have included all invoices from the start
of your most recent contract.  The invoices start
on 4/30/14 and run through the final bill generated on 3/9/15.  You will notice on page 2 of each invoice it
clearly states:  ‘The contract term of your plan ends
on 3/25/2015.’
At this time you have a balance of $244.03.  The early termination fee is outlined in your
EFL and your Terms of Service.  If you
have any additional questions, please feel free to contact our customer service
department.
Sincerely,
Russ C[redacted]
Bounce Energy

Good afternoon, Ms. [redacted],
New Roman">
 
Thank you for your correspondence.  I apologize for this frustrating
situation.  I have reviewed your account
and I can provide the following information.
 
On 5/15/15 your final bill was generated in the amount of
$140.80.  This balance included the previous
balance of $109.86 from the bill generated on 5/6/15 and the current final
charges of $30.94.  The balance of
$109.86 was due on 5/22/15.  This was
mailed to [redacted]n Dr, Houston, TX 7[redacted]5.
 
Our collections team contacted you on 5/29/15 and advised
you that you had an overdue balance of $109.86 and a total balance of
$140.80.  You opted to pay only the
overdue balance.  The agent advised you
that you had a remaining balance of $30.94 due on 6/1/15.
 
Since this was your final bill and our collections team
contacted you about the balance on 5/29/15, you were not contacted again.  Your account was sent to collections because
you had not paid your final bill within 30 days of the due date. 
 
I show you paid the past due amount of $30.94 on
7/29/15. 
 
Please feel free to contact us at any time if you have any
further questions.
 
Thank You,
 
Russ C[redacted]
Bounce Energy

Good afternoon, [redacted],
Thank you for your inquiry. 
I want to sincerely apologize for the frustration you have experienced
with attempting to place an order with Bounce Energy.  We receive hundreds of orders everyday and
have not had any recent problems.  The
address you have listed in your complaint [redacted], is a multiunit dwelling
and we are the REP of Record at a few of the apartments there already.  If you entered the address without a unit
number as you have in your Revdex.com complaint your order would not go through, you
would have been prompted to supply us with an apartment number.  All of our phone numbers work as well,
although we have had high call volume recently due to high bills caused by the
cold weather in December and January.
At
this time, I do not show an order in your name or with the phone number you
have listed.  As I stated above, the
address you listed in your complaint is a Multiunit Dwelling.  I looked under the address and did not see
your name or any orders placed on 2/*/14 for that address, therefore, services
with Bounce Energy will not start until you supply a correct order. 
If
you wish to call in and speak with a supervisor you can dial [redacted].  I did attempt to call you this
afternoon.  I left my direct line on your
voicemail.  Please feel free to contact
me with any additional questions or concerns you may have.
[redacted]
Bounce Energy

Good Afternoon, [redacted],
Thank you for your inquiry. 
I apologize for the frustrations you had with your plan.  I am happy to let you know that I changed your
plan to the Terrific 12 plan per our conversation on 8/6/14.  You were not charged any additional fees to
make this change.
If you have any further questions, or wish to speak with a
supervisor directly, 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 the frustrations you experienced regarding the
hold times to get you services transferred to your new apartment.  I am happy to let you know that services
started in your name as of 3/*/14.
The hold times you experienced were caused by the increase
in call volume due to high bills being generated from the abnormal cold weather
we have been having in Texas.  
Some other factors that contributed in the delay of your
services:
-         
Your account was not current at the first
attempt to place the transfer on 3/*/14. You had a past due balance in the
amount of $189.13.   Bounce Energy cannot process a new order until
your account is current.
-         
The order you placed on 3/*/14 was after  noon. 
If the order was placed before noon on 3/*/14 we could have requested a
same day move in.
Bounce Energy  makes
every attempt to meet your needs.  We
appreciate you as a customer and apologize for the long hold times you
experienced.  If you have any further
questions, or wish to speak with a supervisor directly about this issue, please
feel free to call out 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], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 
I am not satisfied with the responses or lack of information that I have been receiving from Bounce Energy.  Therefore, I will be no longer be handling this matter and I am turning all of this information over to my lawyer since I got more questions than answers here and have found that the company has been twisting my words around to cover their end.  I am done and my lawyer will be handling this matter now.  Thank you.

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: Sunday, [redacted]To: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
 
Dear Sir/Maddam,
No. The bounce energy is still lying. They want me to switch back to use their service in order to receive the rewards. And this was what they did me to do one year ago.
Bounce energy is junk company. And I will never use its service.
[redacted]
Regards,

Good afternoon, Mr. [redacted]
size="3" face="Calibri"> 
Thank you for your inquiry. 
I want to apologize for the frustrations you have experienced with your
promo redemption.  I am happy to let you
know that we will gladly extend the offer you were given by the Save On Energy
agent.  I have added the options to your
rewards page and you can make the selection at any time.  You have the choice of a $150 Visa Gift Card
or $150 in bill credits (which are paid out in $10 bill credits for 15 months).
 
The Bounce Energy agents you spoke to did advise you
correctly.  The plan you are on is not a
qualifying plan and did not qualify for the $150 promotion.   
 
The free month of electricity is for being a part of the
Bounce Energy rewards program and is capped at $100.  Bounce Energy will extend this offer to you
when you reach 24 consecutive on time payments and you are an active
customer.  The reward is a bill credit or
a check that is paid out within 1 to 2 billing cycles of the 24th
consecutive payments.  The terms and
conditions of the Bounce Energy reward program are located on the Bounce Energy
website for your review.
 
If you have any further question, or wish to speak with a
supervisor directly about this issue, please feel free to call our Escalations
Department at [redacted]
 
Sincerely,
 
[redacted]
Bounce Energy