Caldwell Partners The

To Whom This May Concern: Thank you for bringing [redacted] ’s complaint (Revdex.com Case [redacted] ) to CenStar Energy, LLC’s (“CenStar”) attention and for allowing us to address it below Complaint: On and was not provided with any prior noticeShe is requesting that her service be cancelled effective the day she requested it to be cancelled, 72017, not until the end of the billing cycle like she was told Investigative Results: · On 82016, CenStar mailed [redacted] a renewal notice (the “Contract Expiration Notice”) between to days prior to the date when [redacted] ’s agreement was scheduled to renew · On 112017, [redacted] contacted CenStar to cancel the accountCenStar submitted a cancellation request to the utility and advised [redacted] that her account would terminate at the end of the billing cycle · On 82017, CenStar received Revdex.com Case [redacted] Resolution: As an initial matter, CenStar apologizes for any inconvenience that [redacted] may have experiencedHowever, after careful review of her account, CenStar confirms that a Contract Expiration Notice was sent to [redacted] on reminding her that the contract was up for renewal on Based on the reminder [redacted] received, an adjustment of [redacted] ’s account is not warrantedPlease be advised that the utility company solely determines the termination date of the account with CenStar Lastly, CenStar confirms that [redacted] was not billed from CenStar and the utility for the same supply usageCenStar billed [redacted] for the supply and the utility billed her for the delivery of electricity to her home Please contact me with any further questions about CenStar’s response to this complaint Best regards, [redacted] ***

To Whom This May Concern:
Thank you for bringing [redacted]’s complaint (Revdex.com Case [redacted]) to CenStar Energy, LLC’s (“CenStar”) attention and for allowing us to address it below.
Complaint:
On 8/*/2017, [redacted] filed a complaint with the Revdex.com (“Revdex.com”)...

alleging that she was billed from CenStar and Duke Energy for the same amount of usage. She also states that she was billed at $0.1299/kWh because her contract expired on 11/**/2016 and was not provided with any prior notice. She is requesting that her service be cancelled effective the day she requested it to be cancelled, 7/**/2017, not until the end of the billing cycle like she was told.
Investigative Results:
·         On 8/*/2016, [redacted]’s service with CenStar became active.
·         On 9/**/2016, CenStar mailed [redacted] a renewal notice (the “Contract Expiration Notice”) between 30 to 60 days prior to the date when [redacted]’s agreement was scheduled to renew.
·         On 11/*/2016, consistent with the contract terms and having received no response from [redacted] to the Contract Expiration Notice, her account automatically continued at a variable rate.
·         On 7/**/2017, [redacted] contacted CenStar to cancel the account. CenStar submitted a cancellation request to the utility and advised [redacted] that her account would terminate at the end of the billing cycle.
·         On 8/*/2017, the service with CenStar terminated per [redacted]’s request.
·         On 8/**/2017, CenStar received Revdex.com Case [redacted].
Resolution:
As an initial matter, CenStar apologizes for any inconvenience that [redacted] may have experienced. However, after careful review of her account, CenStar confirms that a Contract Expiration Notice was sent to [redacted] on 9/**/2016 reminding her that the contract was up for renewal on 11/*/2016. Due to no response, the account continued at a variable month to month rate. Please be advised that the variable rate allows a customer to renew or cancel their services without a penalty.
CenStar confirms that [redacted]’s account returned to the utility on 8/*/2017. Based on the reminder [redacted] received, an adjustment of [redacted]’s account is not warranted. Please be advised that the utility company solely determines the termination date of the account with CenStar.
Lastly, CenStar confirms that [redacted] was not billed from CenStar and the utility for the same supply usage. CenStar billed [redacted] for the supply and the utility billed her for the delivery of electricity to her home.
Please contact me with any further questions about CenStar’s response to this complaint.
Best regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am not satisified with this response.  The use of a mailing is not acceptable to adjust my electricity rate after 60 days in contract  If the contract expired between such party and myself a phone call could have resolved this issue quickly.  Unfortunately, Censtar Energy Corp is recurrently taking advantage of consumers by having them change their provider, charging a lower rate, than ultimately sending a mailing requesting to a renewal notice just under 60 days after switching to them.  When no response occurs, a 2nd mailing occurs and if not responded the company gouges the consumer to the point that we had a $980 electricity bill for one mos.  We are not the only consumers to have the same occur.   I believe the business methods of Censtar requires a more intense analysis by the Revdex.com to determine the quality of Censtars business practices to determine where they stand as a business in our community.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Afternoon,
 
Just to explain a bit regarding how our pricing works, for fixed rate contracts we hedge the electricity, which means we purchase it in advance based on the fixed rate price and consumption history. When an account is on a month-to-month variable product, we purchase it on the spot; therefore, the price is volatile depending on market conditions. When a customer agrees to a fixed rate plan, we purchase enough electricity off of the grid for that price based on their kWh history. A new fixed rate plan wasn’t chosen in this situation; therefore, we had to purchase the electricity based on market conditions at that time. The charges incurred on the account while on a variable rate are valid.
 
Additionally, we understand that [redacted] states that a phone call could have resolved the issue; however, unfortunately, CenStar does not contact customers via phone to remind them of their contract expiration. A contract expiration notice is sent by mail as that is the requirement set by the Public Utility Commission of Ohio and CenStar re-confirms that the notice was sent on 9/**/16.
 
Best Regards,
 
Luis C[redacted]