Capital.Energy

It has been a nightmare. We were sold one solution but were then told that the solution that is being put in would not deliver what we were promised.

To Capital Energy's credit, they did not deny that the salesperson made a mistake; however, it went down hill from there. Senior executives got involved and told us what it would take to get what we were promised and, if course, the additional cost. We noticed right from the start, they never wanted to communicate in writing, always over the phone. We had to document the calls in case anything came up. It ended up costing us another $1000.

Then came the three failed city/SRP inspections even after we warned them that could have prevented one. We were ignored.

There were other items but no need to go into that detail.

The final straw was, after months of installation time, we finally received our final invoice to pay. It lacked any detail such as total costs listed minus total payments listed equaled the about remaining. It miss stated the contract amount as well. We immediately contacted them asking for a detailed invoice and we would be happy to pay. It took almost two weeks but we received it. We paid off the balance that same day. Zero amount owed.

Two days later, we received a 'Demand Letter'. That letter, in all CAPS, said we had 10 days to pay our we would be given to collections and possibly sued. Are you kidding me?

Invoice given to us on March 23rd with incorrect and lacking detail. We chased them for almost two weeks to get a correct invoice and it arrived April 12th. We paid it off the same day. Then we get a Demand Letter two days later that was beyond rude and insulting.

Again, stay away. We had enough.

Not very good at returning messages. Had questions and would leave a message and it would take days and multiple calls to get a response. During installation of solar, something was not done correctly. APS had us call, they took days to respond. They fixed it, APS approved. Called back to let them know and to ask questions, took days to respond again. It's enough to shake what little trust I had in the company.

Unfortunately, explaining that you are in an area with a governmental aggregation is the only appropriate response from usSome general information on governmental aggregations from 3rd parties can be found here: https://www.puco.ohio.gov/be-informed/consumer-topics/governmental-energy-aggreg...⇄ http://www.occ.ohio.gov/publications/aggregation/The_Basics_of_Governmental_Ener...⇄ http://codes.ohio.gov/orc/4928.20v [redacted] Township does have an aggregation programAll related documents can be found on the PUCO website here: http://dis.puc.state.oh.us/CaseRecord.aspx?CaseNo=13-2024-EL-GAG The process for a governmental aggregation is as followsThis was followed in your case: The township, possibly with the assistance of a consultant, which is the case with [redacted] Township, sends out a request for proposalAs a supplier, we replied with our offerWe were chosen as the supplier for [redacted] townshipHere is where your issue is: As the chosen supplier, we are given a list of all eligible customers in [redacted] Township at the outset of the program and at predesignated intervals for refreshing for new customers, either directly from the township or through their consultantWe received the file from their consultant on 11/13/at 11:AMTheir consultant would’ve received the list from ***We are not allowed to get this list directly from ***Specific approval would be needed to get this information, which only the township and their consultant haveAfter this, we send out opt out letters, giving days to opt out of the program to all eligible customersCustomers are then given another chance to avoid the program when the utility (***) sends out their letter regarding the switch, which you took advantage of in your caseAfter this, if a customer has not opted out or rescinded through the utility, they will become an active customer We did not illegally obtain any informationAs detailed above, we followed the standard process for an aggregation As far as your claim about being on a “Do Not Switch List,” no such list existsIf you could explain further we would be happy to help with this

You CLEARLY STILL CANNOT READI said do NOT come back at me with [redacted] Township is under aggregationMy initial complaint is you ILLEGALLY switched my electric account, WITHOUT my permissionIf you respond to me with another [redacted] township is under aggregation AGAIN, I will report you to the FTCI quoted Ohio code, as wellYou clearly cannot listenI am not stupid, I told you more then several times that I KNOW [redacted] TOWNSHIP IS UNDER AGGREGATIONYou still have to ask me permission to get my account number from [redacted] and switch meYou did NOT, so there for you can take your response and stick it where the sun don't shine...;) I am now going to the FTC, with my complaintYou have to ask the owner of the [redacted] account to get switched, you cannot FORCE someone to switch without askingGood day to you!!! Learn to read while you're at it!!!

Clearly Capitol.Energy did not listen to my entire complaintI told you not to come back at me with our township is under an aggregation programAnd even so, it doesn't give your company the right to steal my personal billing account information from ***, without asking me firstthat's like me stealing someone's credit card and using itI would NEVER do it, and you shouldn't steal other people's information eitherI've already told you numerous times, that I did in fact know that our township IS under an aggregation programMy account was switched with out authorizationI have written documentation that states from [redacted] township, they did NOT give you my account number and I can provide that written form of communication that states, they did not give my [redacted] account billing information, to youYou obtained it without my permission and made an UNAUTHORIZED ILLEGAL switch.I have to give you written permissionI was already under a DO NOT SWITCH list, provided from my PRIOR COMPLAINT FROM PUCODo you NOT know how to read what I typed in my previous complaint??? obviously not, because you would of at least had some sort of human compassion and maybe perhaps said I APOLOGIZE for switching you, over to Capitol.Energy without your permissionSo yes, you in fact did obtain my PRIVATE BILLING INFORMATION ILLEGALLYDo you comprehend now??? I can prove without a doubt, that you obtained it from [redacted] township, as they deny ever giving you my [redacted] account billing informationThat's private information that nobody needs to obtain, whether or not our township was in an aggregation programAggregation doesn't mean let's switch everyone over to capitol.energy without prior authorizationYes, your company and others have approached us door-to-door, it's the same when you force or bait switch via emailYou're still going door-to-doorY'all thought you were switching my account over, but I've stopped it, nonethelessI demand to know why you took it upon yourself to switch my account without prior authorizationIn this case, I've caught you in a flat out lie??? Care to explain yourself??? do NOT attempt to switch me again, or your company will face legal ramificationsDo I make my self perfectly clear??? I want nothing more but an explanation as to why you lied and stole my account information without even attempting to contact me through email??? pretty cheesy don't you think? How would you like it if someone stole your personal billing information and used it against you??? Do you sleep at night??? if i'm sounding pretty harsh, it's because I AMI'm tired of people like your company using silly marketing ploys to get people to use your servicesIt's not right, you clearly violate my right to freedom of choiceIf you come back at me, with do you know what your electric rate is??? I'm going to shut this complaint downAll I want is a complete explanation as to why you stole my [redacted] billing account informationI don't know how many more times I can ask thisI have a feeling that I know what you're going to sayBusinesses like you have absolutely no remorseOther than that, we have nothing further to discussBTW, you might want to check your DO NOT SWITCH LIST, because I was already on itIn case this is posted publicly, so other people can readThey will learn your company does business dishonestlyI wouldn't recommend your company to ANYONE

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Attached are both contracts for Customer [redacted] and their billing history. Customer [redacted] signed 2 consecutive 12 month Agreements with an initial flow date of 3/23/2016. Their drop date was 1/24/2018. The customer did terminate the Agreement 2 months early. While we are confident...

in our assessment that the $20 fee is accurate, we do understand that initial start and end dates can be confusing. We will contact the customer and offer to waive the $20 fee in this case due to the misunderstanding.  Please let us know if you would like further information.

You CLEARLY STILL CANNOT READ. I said do NOT come back at me with [redacted] Township is under aggregation. My initial complaint is you ILLEGALLY switched my electric account, WITHOUT my permission. If you respond to me with another [redacted] township is under aggregation AGAIN, I will report you to the FTC. I quoted Ohio code, as well. You clearly cannot listen. I am not stupid, I told you more then several times that I KNOW [redacted] TOWNSHIP IS UNDER AGGREGATION. You still have to ask me permission to get my account number from [redacted] and switch me. You did NOT, so there for you can take your response and stick it where the sun don't shine...;) I am now going to the FTC, with my complaint. You have to ask the owner of the [redacted] account to get switched, you cannot FORCE someone to switch without asking. Good day to you!!! Learn to read while you're at it!!!

Unfortunately, explaining that you are in an area with a governmental aggregation is the only appropriate response from us. Some general information on governmental aggregations from 3rd parties can be found here: https://www.puco.ohio.gov/be-informed/consumer-topics/governmental-energy-aggreg...⇄ http://www.occ.ohio.gov/publications/aggregation/The_Basics_of_Governmental_Ener...⇄ http://codes.ohio.gov/orc/4928.20v1   [redacted] Township does have an aggregation program. All related documents can be found on the PUCO website here: http://dis.puc.state.oh.us/CaseRecord.aspx?CaseNo=13-2024-EL-GAG   The process for a governmental aggregation is as follows. This was followed in your case: The township, possibly with the assistance of a consultant, which is the case with [redacted] Township, sends out a request for proposal. As a supplier, we replied with our offer. We were chosen as the supplier for [redacted] township. Here is where your issue is: As the chosen supplier, we are given a list of all eligible customers in [redacted] Township at the outset of the program and at predesignated intervals for refreshing for new customers, either directly from the township or through their consultant. We received the file from their consultant on 11/13/2017 at 11:17 AM. Their consultant would’ve received the list from [redacted]. We are not allowed to get this list directly from [redacted]. Specific approval would be needed to get this information, which only the township and their consultant have. After this, we send out opt out letters, giving 21 days to opt out of the program to all eligible customers. Customers are then given another chance to avoid the program when the utility ([redacted]) sends out their letter regarding the switch, which you took advantage of in your case. After this, if a customer has not opted out or rescinded through the utility, they will become an active customer.   We did not illegally obtain any information. As detailed above, we followed the standard process for an aggregation.   As far as your claim about being on a “Do Not Switch List,” no such list exists. If you could explain further we would be happy to help with this.

Hello Ms. [redacted],My name is Bria U[redacted], I am the Customer Support Manager at Capital.Energy. I want to start off by saying that I completely understand your frustration. I want to assure you that we did not obtain the account information illegally.Ohio Law allows for communities to form...

aggregated buying groups on behalf of their citizens, which are opt-in and opt- out aggregation programs. [redacted] Township chose Capital.Energy as the supplier for its residents and an “Opt-Out Aggregation”; with the hope to save eligible residents money on their electric bills. Trustees in your Township voted on the supplier on behalf of all its’ residents. Legally we are able to obtain the account information from your utility company, through the assistance of your government or their consultant. Please reference the PUCO website for aggregation programs (https://www.puco.ohio.gov/be-informed/consumer-topics/governmental-energy-aggre...⇄ ).As a local supplier we value our customers as well as pride ourselves in customer service. Capital.Energy’s Aggregation programs have the option to opt-out and we do not charge early termination fees through any of our aggregation programs, which means you are completely free to remove yourself from the program at any time as well as before the program starts; without penalty.  As requested, you have been opted out of the program.Capital.Energy does not solicit door- to door or place outgoing solicitation calls. If you do not wish to be included in future aggregation programs, the PUCO has a list referred to as the “Electric do not aggregate list” Please feel free to add your information to the list to avoid future involvement in any of your township’s aggregation programs whether it be with Capital.Energy or any other supplier [redacted] Township may choose for their residents.  The link is listed below.https://www.puco.ohio.gov/puco-forms/electric-do-not-aggregate-list-form/....⇄ you have any additional questions please feel free to contact us on our website at www.capital.energy or call our toll free aggregation line 844-294-4504.Sincerely,Capital. Energy

Clearly Capitol.Energy did not listen to my entire complaint. I told you not to come back at me with our township is  under an aggregation program. And even so, it doesn't give your company the right to steal my personal billing account information from [redacted], without asking me first. that's like me stealing someone's credit card and using it. I would NEVER do it, and you shouldn't steal other people's information either. I've already told you numerous times, that I did in fact know that our township IS under an aggregation program. My account was switched with out authorization. I have written documentation that states from [redacted] township, they did NOT give you my account number and I can provide that written form of communication that states, they did not give my [redacted] account billing information, to you. You obtained it without my permission and made an UNAUTHORIZED ILLEGAL switch.I have to give you written permission. I was already under a DO NOT SWITCH list, provided from my PRIOR COMPLAINT FROM PUCO. Do you NOT know how to read what I typed in my previous complaint??? obviously not, because you would of at least had some sort of human compassion and maybe perhaps said I APOLOGIZE for switching you, over to Capitol.Energy without your permission. So yes, you in fact did obtain my PRIVATE BILLING INFORMATION ILLEGALLY. Do you comprehend now??? I can prove without a doubt, that you obtained it from [redacted] township, as they deny ever giving you my [redacted] account billing information. That's private information that nobody needs to obtain, whether or not our township was in an aggregation program. Aggregation doesn't mean let's switch everyone over to capitol.energy without prior authorization.... Yes, your company and others have approached us door-to-door, it's the same when you force or bait switch via email. You're still going door-to-door. Y'all thought you were switching my account over, but I've stopped it, nonetheless. I demand to know why you took it upon yourself to switch my account without prior authorization. In this case, I've caught you in a flat out lie??? Care to explain yourself??? do NOT attempt to switch me again, or your company will face legal ramifications. Do I make my self perfectly clear??? I want nothing more but an explanation as to why you lied and stole my account information without even attempting to contact me through email??? pretty cheesy don't you think? How would you like it if someone stole your personal billing information and used it against you??? Do you sleep at night??? if i'm sounding pretty harsh, it's because I AM. I'm tired of people like your company using silly marketing ploys to get people to use your services. It's not right, you clearly violate my right to freedom of choice. If you come back at me, with do you know what your electric rate is??? I'm going to shut this complaint down... All I want is a complete explanation as to why you stole my [redacted] billing account information. I don't know how many more times I can ask this. I have a feeling that I know what you're going to say. Businesses like you have absolutely no remorse. Other than that, we have nothing further to discuss. BTW, you might want to check your DO NOT SWITCH LIST, because I was already on it. In case this is posted publicly, so other people can read. They will learn your company does business dishonestly. I wouldn't recommend your company to ANYONE.

Customer is in [redacted], which has an opt-out governmental aggregation program in place. This was voted on and approved by residents in November 2014. The Township Trustees voted on Capital.Energy as the supplier of choice for this aggregation on two separate occasions now. Each time, the...

governmental aggregator sends out notices to residents that they will be enrolled in the program if they do not opt out. In neither case did the customer take action and was sent to the utility ([redacted]) to be enrolled with Capital.Energy. At this point is when customer appears willing to take action and they have been able to rescind/stop the enrollment before it happened in each case. Capital.Energy does not solicit door to door and patently disagrees with the assertion that we came to customer's door and signed them up. Customer will be contacted by Capital.Energy to ensure all questions and concerns are answered directly.