Bounce Energy

Good Afternoon, *** ***
Thank you for your inquiry.
I apologize for the frustrations you have experienced with your
order. I am happy to let you know that
you are not responsible of any charges incurred at the address. I have outlined the facts of the issue below:
On 11/**/you placed an order through a third party site,
***
On 11/**/a Bounce Energy supervisor contacted you via
email because the address could not be located in our system When you contacted our call center the agent
advised you that the address was in a regulated area which Bounce Energy does
not serve.
On 11/**/the order went through with the LaMarque address
that you have referenced. We believe
this is due to *** sending an order for a different customer but with
the LaMarque address. Somehow that address
linked to your order and started service.
On 11/**/the order was moved out due to a market transaction
with another provider. You also contacted
us on the same day to state that you received an email that services would
begin. The order was passed to a supervisor
and the supervisor submitted an *** *** to the market. An I*** *** is what we submit to ensure
that you are not responsible for the usage and the previous customer does not
lose power The whole process takes up
to days and bill can still be sent out.
We received a response back from the TDU on 12/**/stating
the *** *** process was completed and the you would not be responsible
for the bill. We are still receiving
transactions for your order, but I have alerted our billing team about this
issue and the bill will removed. I have
also flagged your account so they are aware that this order should not be
receiving any bills and is an inactive order
The credit check is run after the address is verified. The address is verified when you entered your
address. If there is an issue with the
address the system will allow the customer to override the address, because the
ESI ID may not be in the ERCOT (Electricity Reliability Council of Texas)
portal. We allow the customer to do this
to expedite the process because this may be a new address. Bounce Energy will then reach out to the TDU
to get the ESI or contact you for an address verification Before you click submit you agree to allow
Bounce Energy to run a credit check.
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,
*** ***

Good Afternoon, Ms***,
Thank you for your response.
Again I apologize for the confusion and frustration with your reward.
I spoke with the retention analyst that handles the ***
*** MilesI was informed that the miles we submitted on 2/12/were rejected
due to an error. I requested the miles to
be reloaded on 3/11/15; at that time miles were loaded to your account
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 *** at your convenience.
We are glad you selected Bounce Energy for your electricity needs, and
greatly apologized for the issues you have had regarding your Rewards Program
Sincerely,
Russ C***
Bounce Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint As I said, I have made numerous attempts to contact the company and am still waiting on the company to contact me, after having left them several messagesEven after logging into the online account, I have no way of seeing actual usage charges or what I'm being charged for, only an amount they claim I oweUp until this week I was still being charged for two accountsI've paid what they claim I owe, yet they refuse to contact me or provide proof that I haven't been over charged. [Provide details of why you are not satisfied with this resolution.]
Regards,

I greatly apologize for the frustrations you have experienced with your A/C Protection plan. I contacted *** *** again and was advised that they attempted to contact you and have services set up for that *** morning, ***. You can contact *** *** directly at ***, regarding any concerns you have regarding your account
If you have any further questions regarding your Bounce Energy account, you can speak with a supervisor at *** at your convenience.
Sincerely,
*** ***
Bounce Energy

Good afternoon, Ms***,
Thank you for your inquiry.
I apologize for the confusion on your account. The reason your bill is so high is because it
includes an early termination fee, of $200, for you current premise, ***
*** ** *** ***. You were charged
this fee because you switched to another provider before the end of your
contract, 1/13/16. This switch was
initiated by another Retail Electricity Provider. The early termination fee is described in your
Electricity Facts Label and your Terms of Service
If you did not intend to switch to another provider, please
contact our customer service so we can get services restored and the early
termination fee will be removed once you are regained as a customer
Please contact us with any further questions, or wish to
speak directly with a supervisor. You
can contact our Escalations Department at *** to answer any of your
questions or start the process for the Inadvertent Switch, at your
convenience.
Sincerely,
*** ***
Bounce Energy

Mr. ***
Thank you for your response. I apologize for the frustarion and I understand your concern. When you enrolled in service for the *** * *** *** ** address, you agreed to the terms of the plan. The plan you agreed to was a month contract. Attached are the Electricity Facts Label and the Terms of Service you agreed to.
The Electricity Facts Label specifically states: 'A $early termination fee will apply if you terminate service prior to the expiration of the contract term.''A $early termination fee will apply if you terminate service prior to the expiration of the contract term.'
The terms of service explain: 'If a penalty or fee for early cancellation is stated in the EFL, then you agree to pay such penalty or fee for early cancellation cancel if you cancel your contract before the end of your contract term.
These are valid fees according to your contract. You switch services to another provider months into your month contract
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 *** at your convenience.
Sincerely,
*** ***

From: *** *** *** Sent: Tuesday, October 21, 10:AM
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To: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #***
Good Afternoon, *** ***
Thank you for your inquiry. I want to apologize for the frustrations you have had with your warranty service. I am happy to let you know Bounce Energy has reached out to your *** to get the information regarding your warranty account.
We have been informed that your claim was received on 8/14/and that you contacted the *** on 8/29/stating you had not heard back from the service company. The *** made multiple attempt to get you a service report. On 9/5/*** states they received the report; the technician found a leak in the condensing unit and recommended a replacement. The claim was then sent to research to locate equipment and prices. On 10/15/due to our inquiry for your Revdex.com complaint, *** advised us they contacted the service company to go over prices they have.
*** placed an inquiry as to why it has taken so long to get you your requested information. It was determined that the item was closed prior to being resolved. *** advised us that they contacted you on 10/16/to go over your options.
Sincerely,
*** ***
Bounce Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]Dear Bounce Energy representative,
I
have received $refund back to my credit cardThanksHowever, I am
still waiting for my $Target gift card BEFORE closing the complaining
case with Revdex.com
Regards,
*** ***
Regards,

*** ***,
Thank you for your response.
I apologize for the confusion you still have. As previously stated, Bounce Energy provides
billing to our customers based on the meter reading and other delivery factors
as determined by Oncor. Oncor owns the
equipment and facilities that deliver electricity within your area. The TDU determines the meter read dates. You have been contacted by the Texas Public Utility
Commission. They informed you that
Bounce energy has acted in accordance with the Substantive Rule Bill
Payment and Adjustments. Bounce Energy
invoiced you correctly on your account under the Easy Fixed plan until the
first meter read on or after the contract expiration date. Since the meter reading was in the middle of
a billing cycle Bounce Energy billed you through the first meter read date that
occurred on or after the end date of your contract, as indicated in your terms
of service. Bounce Energy offered you a
bill credit in the amount of $as a courtesy, which you refused, so that
you may further investigate your issue.
Please let me know if we can further assist you. If you have any further questions, or wish to
speak with a supervisor about this concern, please contact Bounce Energy at
your convenience
Sincerely,
Russ Congi
Bounce Energy

Good Afternoon, *** ***,
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Thank you for your inquiry.
I apologize for the confusion and frustration with your account. I am happy to help you understand what has
occurred on your account
On 6/1/*** *** called in to do a transfer of
service and selected the Bounce A/C Protection plan. This plan has a Warranty product added to the
account for $16.99, which is a warranty plan for your A/C. We received a call on 7/6/from ***
stating she was not aware of the $fee and wanted to opt out of the
Heating and Cooling Repair. I also show
that you contacted us several times regarding the removal of this warranty
product On 7/23/the enrollment call
was reviewed and you were advised *** had requested and agreed to the plan
terms and conditions. The agent
requested to have the plan changed and the warranty product removed. The plan was changed to a regular month
contract (Terrific 12)
I am still awaiting the warranty product to be removed from
the account. In the meantime I have
flagged your account for our billing department to ensure the $is not
charged and the product is removed. 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
*** at your convenience. We are
glad you selected Bounce Energy for your electricity needs and apologize for
the inconvenience
Sincerely,
Russ C***
Bounce Energy

*** ***
Your feedback has been noted. The process in place is not governed by
Bounce Energy and we must follow the process regulated by the Electricity
Reliability Council of Texas and the Public Utilities Commission. I
apologize for the hoops which you stated you needed to jump through, you only
needed to make one call. That call occurred
on 2/*/when you spoke with a supervisorThe supervisor started the process that day and would have called you directly once the process completed.
As for the rude agent, the agent that handled your call has
been coached
Sincerely,
*** ***
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 ***, 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,
*** ***
***
*** *** *** *** ** ** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** ** *** ** ***
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*** *** *** *** *** *** ** *** *** ** *** *** *** *** ***
*** ***
*** *** *** *** ***
*

Good Afternoon, Ms***,
face="Times New Roman">
Thank you for your inquiry.
I apologize for the frustration with your account. I am happy to help you understand what is
happening with your account
You enrolled your guard light with Bounce Energy on 4/9/
under the Thrifty Saver Plan, which is a variable rate planBounce Energy
charges you for the Energy Rate based off the usage that is sent by *** and
*** has their own fees which are passed on to you with no additional mark
up.
You contacted us on 4/21/regarding your invoice in the
amount of $59.23. You were advised by
the agent that there was a $fee for turning on the service and usage
charges for kWh. Since you were
disputing the charges the agent contacted *** and verified the $fee was
to energize the guard light and the $fee was another connection charge for
the unmetered guard light
We also contacted *** for you on 7/28/to verify the
charges on your invoice. *** confirmed
the charges were valid and no adjustments were warranted at this time.
The kWh of usage are sent to us by ***. This is the set amount of usage for your
meter, even though the guard light is unmeter there is still electricity usage. The usage is determined by *** and sent to
Bounce Energy to apply our energy rate
I do apologize that you were informed to contact ***, as
our agents should have explained this information to you. The agent on 4/21/did advise you that the
charges were correct. We also verified with
*** that the charges and usage was correct on our correspondence with them on
7/28/
At this time you are being billed correctly and according to
the EFL you agreed to. 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 ***
at your convenience
Sincerely,
Russ C***
Bounce Energy

Good Afternoon, Ms. ***

Thank you for your inquiry.
I apologize that you are having issues moving out your brother’s
address. Per regulations we cannot move
out the address until we speak with the primary account holder or if you show
you have power of attorney. If you could
please send this information to us we will be able to assist you better. You can also have your brother add you to the
account as an authorized user
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 ***
Sincerely,
*** ***
Bounce Energy

I am extremely disappointed with Bounce Energy contractI terminated my year contract day earlier than my termination notice periodIt was due to the fact that I didn't know it was a leap year month ( days in Feb vsdays in Feb)Instead of proportionally diving early termination fees based on total number of days and number of days left in the contract, Bounce energy charged me with $ fine, when the fine should be close to $This is a definite case of abuse of fine print by the companyI spoke to Bounce Energy customer rep and his supervisor and they will not consider my request

Good afternoon, Ms***,
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Thank you for your inquiry.
I apologize for the frustration regarding an extension. I am happy to let you know what is happening
with your account
As of 10/6/you are past due $519.91. This amount consists of invoices from July
and August. This amount needs to be paid
immediately to avoid disconnection. You
also have a current balance of $which is due on 10/7/
A disconnection notice was sent out 9/10/advising you
that disconnection would occur on 9/21/
On 9/23/you called in and requested an extension until
9/25/15. Bounce Energy does not offer a
payment extension without a down payment.
The agent advised you of this information.
On 9/24/you spoke with a supervisor that granted you an
extension without a down payment until 10/2/15.
To date Bounce Energy has not received any payment from
you. You can be disconnected at any time
unless we receive the full past due balance of $519.91.
Please keep in mind that you also have a balance due on
10/7/in the amount of $
If you have any further questions, or wish to speak with a
supervisor directly about your concerns, please contact our Customer Care
department at 888-452-at your convenience
Sincerely,
Russ C***
Bounce Energy

Good afternoon, Mr***
Thank you for your inquiry.
The information you are disputing has been presented to you and shows
the contract was set to end on 3/25/15. Your
service ended before that contract end date of 3/25/15 and you were charged an early
termination fee as per your Electricity Facts Label and Terms of Service. I have attached both for your review. At this time you have a balance of $244.03,
which is due on 3/25/
Please feel free to contact our customer service department
if you have any additional questions
Sincerely,
Russ C***

Good afternoon, *** ***,
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Thank you for your inquiry.
I apologize for the frustration you have experienced regarding your
services. We have spoken to all our
agents involved with your call and coached them on their tone and lack of
providing a resolution.
The process to waive a deposit for a customer over the age
of years of age, is for the customer supply a driver’s license and prove
that they are current on their electric utility bills. We did
receive a driver’s license on 4/17/but still have yet to receive a letter of
credit or proof that you are current with your electricity bills.
I am happy to let you know that a supervisor did waive the
deposit without the required information for you as a courtesy on 4/21/and
services started the same day
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 *** at your convenience
Sincerely,
*** ***
Bounce Energy
*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
My bills and statements clearly state March 5th for the last two years. It appears that only a polygraph will get this company to tell the truth. It is unfortunate that companies use deregulation to prey upon the public. I will continue to seek every legal means available to me to stop this unethical business practice from happening to me and my fellow Americans
Regards,
*** ***