Energy Plus Holdings

[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 is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This company owes me much more money which they have overcharged me than they are offering to refund. Their offer is to refund me what I have been grossly overcharged for the last 3-4 months only.  I will settle if they refund the entire amount that I was over charged for the full duration of service. Otherwise I will pursue this through the court system.
Regards,
[redacted]

Buyer Beware! The low initial rate and promise of frequent traveler awards (I chose A[redacted]) are tempting. But when you go to the floating rate, you pay about 80% more than the market average. the company's solution - call every three months and sign up for another promo rate. If you have time to do that, go ahead. Myself, I'm going with a company that locks in a longer term and that is more competitive in the long run.

Review: I am a member of [redacted] Total Rewards. As a member I was offered an opportunity to sign up for one of [redacted], Energy Plus. Mailing address:

[redacted], PA [redacted] Telephone number: ###-###-#### Fax: ###-###-####. For signing up with Energy Plus and maintaining electric service for 2 months, I would receive a sign on bonus of 5,000 points. The points would be added to my Total Rewards card plus I would receive 1 point for each dollar of my paid utility bill. So I signed up with Energy Plus on March 21, 2014. I still maintain the service to date. However, Energy Plus has yet to give me the 5,000 point sign up bonus. I have called numerous times as recently as today which I spoke with Shawn. I have received various excuses such as: wrong Total rewards number, can't understand what happened, Oh, I would receive 4 to 6 weeks after the second month of service, etc... Well it has been over 6 months since I signed on for service. Today Shawn told me it would be at least another month and a half. I feel like I'm being duped.,

Energy Plus Confirmation Number of Service: [redacted]s Entertainment ###-###-####Desired Settlement: All I want is my 5,000 Sign on Bonus points to be loaded to my Total Rewards card before 4 to 6 weeks. Actually, it should only take 2 weeks.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sun, Oct 26, 2014 at 10:30 AM

Subject: Complaint...

To: "[email protected]" <[email protected]>

# [redacted]. This complaint has been resolved. Energy Plus company has posted my points to my Total Rewards Card.

Regards...[redacted]

I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. - Maya Angelou

Business

Response:

To Whom It May Concern,Energy Plus received [redacted]'s complaint via mail on October 16, 2014. The following outlines her enrollment, account status, and our resolution.[redacted] enrolled online with Energy Plus on March 21, 2014. During the enrollment, [redacted] was presented with all required disclosures including the fact that our electricity product was for a 3 month promotional variable supply price. Following enrollment, [redacted] was mailed a copy of the Terms of Service for the electricity account which additionally outlined the variable price, including that it may be higher than her local utility's supply rate. Finally, [redacted]'s account was enrolled in the Energy Plus [redacted]'s Total Rewards program. As a result, she was set to receive certain benefits, including an initial bonus amount, in the course of her enrollment based on her electricity purchases. To date, she has earned 5,098 points.Prior to receiving this complaint, Energy Plus spoke to [redacted] several times between July 15 and October 6, 2014 regarding her [redacted]'s Total Rewards program. [redacted] provided a corrected [redacted]'s member number on the July 29th conversation, which differed from the member number she provided online during her enrollment. Energy Plus then resent the points to this member number, as per her request. On October 6th, [redacted] contacted Energy Plus with concerns over the points not appearing in the aforementioned account. We apologized for her experience and reached out to [redacted]s Total Rewards to confirm that the points would be posted correctly. Lastly during this discussion, as a show of good will, we offered to issue a courtesy credit in the form of a check. While we were not obligated to offer a credit, we did so in order to amicably resolve her complaint. [redacted] accepted this credit.After receiving this complaint, [redacted] contacted Energy Plus on October 20, 2014 to discuss billing Concerns. During this discussion, we reviewed the terms of her enrollment, supply prices charged, and alternative fixed supply price options available to her. [redacted] requested to cancel our Service at that time. Her request was processed immediately, and she will end service on November 13, 2014, as determined by her local utility, [redacted]. To further ensure that [redacted]'s original concern regarding the [redacted]'s Total Rewards was resolved, Energy Plus reached out to [redacted]s on October 8, 2014. On October 24, 2014, [redacted]s replied confirming that they had successfully posted all 5,098 points to [redacted]'s account. We consider this matter closed.Please let me know if you need any additional information regarding this complaint.Jeff C

Review: Energy Plus offered 15,000 [redacted] rewards points to switch to them as gas supplier.Credited [redacted] account with 2500 reward points.Complained to EP and informed offer only valid for electric switch to EP.Energy Plus offer never stated electric offer only and never had printed offer of 2500 [redacted] points on certificate they sent me.Called [redacted] # 2018 an employee of EP and he refused to honor documents I faxed to them for 15,000 points. He stated I needed to switch my electric to get 15,000 points.I explained I received 2500 [redacted] points but offer from Energy Plus never mentioned 2500 [redacted] points. I feel this is false advertising and cancelled my account with Energy Plus.Desired Settlement: Energy Plus should credit my [redacted] rewards account with 15,000 points as there offer indicated.They misrepresented their offer and had me change my gas supplier by false advertising and misrepresentation.

Business

Response:

To Whom It May Concern,

Energy Plus spoke with **. [redacted] on June 3, 2013, regarding this complaint. We are pleased to report we have resolved his complaint.

For your information, **. [redacted] enrolled online with Energy Plus at different times for both his electricity supply and natural gas supply. On November 30, 2010, **. [redacted] enrolled his electricity account with Energy Plus for an offer we had with American Airlines. **. [redacted] later received a different electricity offer by Energy Plus offering [redacted] points. On December 28, 2012, **. [redacted] attempted to enroll under the terms of the [redacted] offer. However, because **. [redacted]’s electricity account was already in service with Energy Plus, he instead chose to enroll his natural gas supply with Energy Plus. The [redacted] electricity offer **. [redacted] received offered a 15,000 point enrollment bonus through [redacted] for electricity supply and a 2,500 point enrollment bonus for natural gas supply.

Review: The company clearly advertises that you can cancel a contract at any time with no fees, however after multiple phone calls and requests, they refuse to cancel my contract stating that there is a glitch in their computer system.Desired Settlement: To have my contract with them canceled.

Business

Response:

To Whom it May Concern

Upon receiving **. [redacted]’s complaint on August 16, 2013, we researched **. [redacted]’s claims. The following is a summary of her cancellation requests and account status with Energy Plus.

Review: The variable rate charged by this company is more than double the rate of any other provider. I had an introductory rate that was linked to [redacted]. When that rate expired they jacked the rate up to $.194 per KWh and their only explanation was that it is based on many factors. When asked what they are offering today for my area I was told by the rep that we would have to go through the entire application process again. All other companies have published rate plans, but this company does not. There needs to be some oversight here because their rate is outrageously high.Desired Settlement: Explanation of charges and how the rate is so out of alignment with industry. Disclosure of current rate plans without completion application process - zip code should be enough. I also want verification/confirmation that I received my [redacted] because this does not show on my US Airways Statement. If verification is not possible then I want credit for miles since initial date of service.

Business

Response:

See attached document.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do disagree with their statement that I provided an incorrect dividend miles account number at time of registration, but that is irrelevant since they are providing me the miles that I earned. They stated that they received a rejection from the airline each month when they tried to post miles to my account. A good customer service organization would have contacted me to correct the number they had on file, but they chose to ignore it.

Regards,

Review: A representative from Energy Plus knocked on my door, telling me he was from "EPS" and needed to check my power bill so it wasn't turned off. He told me that my current energy supplier, [redacted], went out of business and that [redacted] sent him to verify everyone's address and billing info so they could make sure my service was uninterrupted. This seemed plausible only because this is a locked building, so he had to have either a key or lied his way inside. I found out later that hsi claims were false, [redacted] was not out of business and he had blatantly lied to me to trick me into switching energy suppliers.Desired Settlement: I just want my original energy supplier re-instated on my account, and Energy Plus to erase all information they have on me. They are never to call, email, snail mail, or knock on my door again. They may not bill me for any energy usage, I am also contacting [redacted] to ensure this is recorded in their files as well.

Business

Response:

To Whom It May Concern,

Review: Energy Plus has commited an illegal bait-and-switch scheme that has deceived and defrauded my family and thousands of PA consumers of thousand of dollars.

Energy Plus promised us and other customers competitive rates and savings on their energy bills if we switch our accounts from other energy suppliers. Any savings that occur are temporary and end within one or two billing periods as Energy Plus raises its promised rate by as much as 100% or more. We ended up paying two times more for electricity than we did before switching our accounts to Energy Plus. Instead of getting the promised benefit of a savings, we and other customers suffer a tremendous financial loss. Why would any hard working consumer knowingly agree to this? Such business practices must be illegal and they are certainly unconscionable!

It is shocking to see the Revdex.com give such a company an "A" rating.

There are several class action law suits / settlements in progress right now against Energy Plus. Due to this fact, Energy Plus will not talk to any of its current or past customers, referring them to the settlement administrators. They hide behind this and refuse to discuss any possible rate reduction or refunds.

A simple Google search on this company will show just how many people have been robbed by their unfair business practices and adverstising. Ending a contract with Energy Plus is also unfair as they hide behind the PUC regulations allowing up to 3 billing cycles to pass before the consumer can switch back to their original supplier. Resulting in additional billing for Energy Plus and the consumer paying out more!Desired Settlement: A refund in the amount of overpayment on my electricity bills since April 2011 until present. An estimated overpayment has been made in amount of $850.00.

Business

Response:

RE: [redacted]

Review: They claim to be able to provide equal if not better utility rates, however my bills have more than doubled. This should be illegal and the business should be closed. That's no different than a scammer coming to my door and scamming me. Lock them up and put them away like they would to other people. They are happily steeling peoples hard earned money.Desired Settlement: I should be refunded the difference between what a real bill should be verse the made up amounts they decided to charge.

Business

Response:

Review: EnergyPlus advertised themselves as a price-competitive alternative electricity supplier to [redacted]. I signed up, and their service was competitive for several months. The initial savings promised was is the range of 5-10% which was met. However, as soon as the initial period was over, the rates began increasing dramatically versus [redacted] to a 100% premium! This is unconscionable considering the promised initial saving was only 5-10%, and public utilities such as [redacted] can not raise their rates like this because they are regulated. Why is there no consumer protection here????? I was overcharged close to $200 during the period June-Sept. I was charges $545 for this period whereas [redacted] would have charged $344. Even worse, for Aug and Sept I was charged $268 vs [redacted] rate of $139! A neighbor of mine had a similar experience with another of these "competitive suppliers". He was overcharged $250/month during the winter, and he warned me about this. I have cancelled EnergyPlus but unfortunately will be charged for one more period at their rate. I will advise my neighbors of this situation, just as I was advised. We common folk must fend for ourselves.Desired Settlement: $ Refund of $150.

Business

Response:

Review: I signed up with Energy Plus a few years ago via [redacted]. At that time, their rates were competitive with [redacted]. Last year, I requested a detailed bill which they would not provide. I am on the budget plan since I can only pay so much a month. I have a 759 sq foot condo with energy efficient appliances. They recently did a "true up" charge of over $600.00 for which I complained about. They would only tell me my usage went up and I found out I had been paying over double the [redacted] rates without prior notification. I paid under protest and canceled the service due to their scamming practices. I just received another "true up" bill for over $300.00. I believe they started out with low rates to lure customers in and then dramatically increase rates at their discretion. There is no way I increase my electricity usage so much that it costs around $1,000.00 in the last few months.Desired Settlement: I would like a refund of no less than $750.00.

Business

Response:

To Whom It May Concern,

Upon receiving [redacted]’s complaint on August 1, 2014, we called and

spoke to her to address her concerns. The following outlines [redacted]’s

enrollment and account status with Energy Plus.

[redacted] enrolled her account online

with Energy Plus on June 30, 2011.

During the enrollment, [redacted] was presented with all required

disclosures including the fact that our product was for a variable supply rate. Following enrollment, [redacted] was emailed a

copy of the Terms of Service for her electricity account which additionally

outlined the variable supply rate including that it may be higher than her

local utility company. Finally, [redacted]’s account was enrolled in the

Energy Plus [redacted]. As a result, she received certain

cash benefits, including an initial bonus amount, in the course of her

enrollment based on her electricity purchases.

Prior to receiving this

complaint, Energy Plus spoke with [redacted] several times between July 21, 2011

and July 30, 2014. , [redacted] first

contacted Energy Plus on July 21, 2011 and requested budget billing for the

supply portion of her bill. On July 25,

2011, [redacted] was offered and accepted the budget billing calculation amount

of $120.06. On November 8, 2011, Ms.

Diggs requested that we review her budget billing amount. Energy Plus recalculated Ms. Digg’s budget

billing based on her updated usage and pricing.

[redacted] accepted the new calculation of $103.58 on November 15, 2011. Energy Plus additionally discussed with [redacted] the terms of her program, including the fact that our product was for a

variable supply price, several times prior to receiving this complaint. Upon receiving this complaint, an Energy Plus

representative spoke to [redacted] on August 5th regarding her

complaint. During this discussion, we

reviewed the account and her supply rates charged. Also during our discussion, as a show of good

will, we agreed to issue a courtesy credit in the form of a check. We

believe this resolution was fair, since our Terms of Service clearly indicate

that our program was for a variable supply price. While we were not

obligated to offer a credit, we did so in order to amicably resolve her

complaint. [redacted] accepted this

credit. Energy Plus considers this

matter closed. Please let me know if you need any additional information

regarding this complaint

Energy Plus Company

Philadelphia Call Center

3711 Market Street, 10th Floor | Philadelphia, PA 19104

Tel: ([redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was agreed upon even though I still believe Energy Plus was wrong in not informing me of the increased fees and also not itemizing those fees on the billing statements. This matter is closed.Regards, [redacted]

Review: The electricity supply company has presented materials showing how competitive its electricity price was in comparison to current suppliers and lured me to switch to it. I switched to the company because I thought I can save my electricity bills accordingly. Unfortunately, I found its service didn't save any penny when I followed up for months and did comparison. As a matter of fact, its supply price per KWH was higher than others and not competitive at all. When its service charge was a little higher than others, I was tired to take actions such as switching back. Now it charge me more than 20 cents per KWH, which is extremely high and not competitive at all. I think its business practice is not ethical.Desired Settlement: I want the company to be a ethical business practitioner. I would like to see my recent three-month bills to be adjusted according to regional prevailing rate.

Business

Response:

To Whom It May Concern,

Review: We signed up with Energy Plus after a salesman entered our store and promised us how much money we would save by switching to Energy Plus. After completing the comparison of Energy Plus vs. [redacted] & [redacted] (our original supplier) we have overpaid $5,864! (that is just for the past 18 months, does not include the previous year.)We were promised that we would save at least $400 per month? Instead we wound up averaging $325 MORE???

In April 2012 I called to Energy Plus and my rep was apologetic and offered a “commercial” rate that would again save me money. Again 3 months later the same scenario, I called to complain that my rates were much higher than my original supplier and he claimed he would switch me to a better program. While running a business it is hard to have to review my energy bills with a fine tooth comb and call to find out what other rates are in comparison. Energy Plus is selling false promises. In our case the numbers were the exact opposite of what was promised. Instead of 4 points cheaper they were 4 to 6 points higher.

We have two stores right next to each other. One we switched to Energy Plus and the other to [redacted]. Over several months Energy Plus has been 4 to 6 points higher than both [redacted] and my original provider. We honestly feel scammed. Over charged, we call, immediately and without question a check is cut for the difference. Does it sound like a scam to you? We have already switched back to our original provider because we are tired of dealing with what we feel is simply an unethical way of doing business. Even more unprofessional is this. Our last bill showed Energy Plus being 14.4KWH while our other provider was 8.79KWH. That is a significant difference. We then called and were told “well we see your switching back to your original provider in August” and then no explanation as to why Energy Plus rates were so high.Desired Settlement: I would appreciate if Energy Plus would try to make good on their services and pay us the difference we would've saved if we never switched companies. I would hope that they would realize eventually customers will find out that they are getting scammed. They are not saving people money but in face costing them more. In times like these when small businesses are struggling to make ends meet and provide jobs for people to be faced with more challenges from big energy companies. The deregulation of these companies was supposed to provide competitive rates and instead we are over charged. Seems like Energy Plus does not believe in ethical business practices and is just another greedy company hoping that people don't take time to research and realize they are not saving money.

Business

Response:

To Whom It May Concern,

We take our customers’ concerns seriously. Upon receiving **. [redacted]’s complaint on behalf of [redacted] on August 5, 2013, we reached out and spoke to her to address her concerns. We are pleased to report that we have resolved her complaint.

For your information, our records indicate that **. [redacted] enrolled the account for [redacted] with an Energy Plus door to door representative on March 5, 2011. During the enrollment, **. [redacted] was presented with all required disclosures including the fact that our product was for a variable supply rate. Following enrollment, Energy Plus mailed a copy of the Terms of Service for the electricity account for [redacted] which additionally outlined the variable supply rate. Finally, the business account for [redacted] account was enrolled in the Energy Plus Cash Back program. As a result, they received certain cash benefits in the course of their enrollment based on electricity supply purchases.

Review: Energy Plus sends me unsolicited postal mailings disregarding my opt out from national direct marketing agencies.

In particular, I just received Energy Plus promotion (Rapid Rewards Points for Texas Electricity Customers) targeted to [redacted] Airline customers (where I also explicitly opted out from solicitations).

The unsolicited offer is signed by [redacted], Chief Marketing Officer at Energy Plus.

Offer code: [redacted]

The website for enrollment is stated as EnergyPlusRewards.com/[redacted]Desired Settlement: I demand that the company immediately cease all solicitations to my address.

I demand a public apology!

Business

Response:

To Whom it May Concern

We take our customers’ concerns seriously. Upon receiving [redacted]’s complaint on August 14, 2013, we researched **. [redacted]’s claims.

Energy Plus subscribes to the [redacted]’s Mail Preference Service, and it is our policy to remove any individuals that indicated to the [redacted] that they wish to opt out of marketing solicitations. Energy Plus did in fact mail **. [redacted] an offer in July of 2013. To the best of our knowledge, **. [redacted]’s information was not on the [redacted] file. We deeply regret the inconvenience this has caused the customer and have ensured that he has been added to our internal Do Not Solicit list. **. [redacted] will not be solicited by Energy Plus in the future. Energy Plus considers this matter closed.

Please let us know if you require any additional information regarding this case. Thank you for your attention in this matter.

Energy Plus Company

Customer Service Director

Philadelphia Call Center

3711 Market Street, 10th Floor | Philadelphia, PA 19104

Tel: ([redacted]

email:

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: On 8/23/13 I received a letter from [redacted] confirming that I had switched electric generation suppliers to ENERGY PLUS HOLDINGS LLC, 3711 MARKET STREET SUITE 1000, PHILADELPHIA PA 19104. My complaint is that I never switched to this company as my supplier and I had never even heard of them and in fact I have been SLAMMED. I called [redacted] and told their representative the same and they switched me back to my correct supplier.Desired Settlement: No action is required since [redacted] has corrected their records.

Business

Response:

To Whom It May Concern,

Review: Signed up for electric service through Energy Plus, and was subsequently charged a rate 140% greater than regular rates without notice.Desired Settlement: Please refund for service difference between outrageous rate of 0.187KWH and [redacted]'s advertised rate of 0.0825 for months of September and October. This should result in a refund of approximately $295.

Business

Response:

Review: In a span of 10 months, Energy Plus Holdings has increased my electricity rate by nearly 250%. They originally advertised their rate at 8.4 in March 2013 and increased that to 19.4 by Jan 2014. I am paying around $700 a month in electricity charges at this point. My rate increased from 8.4 to 17.4 in a span of 4 months. By law, they are limited to rate increase of 3% per and they took full advantage of it. I've been now paying Energy Plus Holdings 19.4 for the last two months. By comparison, BGE is charging 8.9%. I switched to [redacted] who is charging me 8.4% for the next two years. Overall, compared to market prices, Energy Plus Holdings has overcharged me over $1200 in the last 8 months.

When I called their Billing Line @ ###-###-#### last month, I spoke with a [redacted] in [redacted], OH. The following Monday, on March 10th, I was put in contact with [redacted], who was the manager. She said they would adjust the billing for the last 4 months and charge me at 12.4 instead of the 17.4 and 19.4 rates. On Friday, March 14th, I spoke with [redacted] again and she said I should be a refund check of $638.14 within 7-10 business days from our March 10th phone conversation. In addition, any future billing would be charged at the 12.4 rate.

Today, April 8,2014, I still have NOT received the credit check.

I have left two voice mails with [redacted] @ ###-###-#### and have not gotten a response.Desired Settlement: 1. A refund check of $638.14 as discussed on the phone March 14, 2014.

2. Adjustments to last bill to rate of 12.4.

Business

Response:

Review: I could not understand why every month my electric bill was increasing. My current bill $499.28 was the highest I have ever received. They were advertising that their electric charges were less than [redacted]. Apparently this is false and misleading. My bill if it had been with [redacted] would have been $352.37. There needs to be more honesty about what they are charging and how they are supposedly saving me in comparison to [redacted]. It's the main reason I accepted their service. I would like a refund of the monies where they did not save money using [redacted] as the benchmark.Desired Settlement: Refund of excessive charges, cancellation, and returned back to [redacted].

Business

Response:

Review: Regarding account numbers

#[redacted]

#[redacted]

#[redacted]

I had received offers for signing up for Energy Plus service late 2012 which stated I would receive 25,000 [redacted] miles per account after 2 months for switching my electric service to them.

In December 2012, I had signed up 3 accounts (2 business and 1 residence) for the Energy Plus service. Before I had signed up, I had confirmed with Energy Plus representatives that all 3 accounts were eligible for the 25,000 [redacted] Mile promotion.

In March 11, 2013, I had asked when the miles for the 3 accounts would be posted and the Energy Plus representative confirmed that all 3 accounts would be receiving the 25,000 [redacted] mile promotion and it would be posting in 2-4 weeks after the March invoice.

In April 22, 2013, it had been over 2-4 weeks and I had noticed that the promotional miles for two accounts were not posting. The Energy Plus customer service representative had advised that for one account ([redacted]), the miles were to be posted in 2-3 weeks while the other account ([redacted] ) was ineligible.

This is apparently a unethical bait and switch tactic utilized by the Energy Plus company because the Energy Plus representatives had both advised in December 2012 and March 2013 that all 3 accounts were eligible for the 25,000 [redacted] mile promotion.

Upon further review, it appears that Energy Plus was gouging me with their energy supply rates that do not follow current market prices or trends. They are charging a energy supply rate that is more than double that of [redacted] even through they promise rates that are more competitive than [redacted]. Energy Plus appears to utilize bait and switch tactics to incentive customers to switch to their service and after many months of gouging their customers, refuse to honor the original terms of their offers even though the offers were verified multiple times before signup and during the term of service.

I had spoken to a supervisor who had advised that he can only credit my account with 15,000 united miles and not credit any difference between their gouging rates and [redacted] rates.Desired Settlement: Honor the original 25,000 bonus [redacted] miles for the remaining account and credit the difference between the gouging rates that Energy Plus charged and the [redacted] rate.

Business

Response:

To Whom It May Concern,

Energy Plus spoke with **. [redacted] on July 9, 2013, regarding this complaint. We are pleased to report we have resolved his complaint.

**. [redacted] currently has three active accounts with Energy Plus. **. [redacted] initially enrolled his first account on April 29, 2011 and subsequently ended service on that account. On December 11, 2012, **. [redacted] enrolled two additional accounts. On December 17, 2012, **. [redacted] also reenrolled his first account. During the online enrollment process for all three accounts, **. [redacted] was made aware that the [redacted]s enrollment bonuses are intended for persons who are not currently, and have not previously been, Energy Plus account holders. **. [redacted] accepted the Energy Plus Terms of Service, during enrollment, which was also sent to him in his Welcome Email following enrollment, which provided that he was not eligible to receive another enrollment bonus on his first account. **. [redacted] contacted Energy Plus customer service via phone on July 2nd, 2013. During that discussion, it was again reiterated to **. [redacted] that he was not eligible for another bonus with respect to his first account. As a customer service gesture, we did offer to send **. [redacted] a 15,000 mile bonus as an exception.

In regards to **. [redacted]’s rate concerns, during our discussion with **. [redacted], we also reviewed the account terms with **. [redacted], specifically, that he enrolled and re-enrolled his electricity accounts for a variable rate product. During the enrollments and re-enrollment, he was presented with our Terms of Service in which he acknowledged accepting variable rate pricing. As stated above, following enrollment, he was also emailed Terms of Service that indicated he enrolled in a variable rate product. After speaking to **. [redacted] today and confirming the above, **. [redacted] said he considers this complaint resolved. We are pleased to report **. [redacted] remains an Energy Plus customer.

Please let us know if you need any additional information regarding this case.

Energy Plus Company

Customer Service Director

Philadelphia Call Center

3711 Market Street, 10th Floor | Philadelphia, PA 19104

Tel: ([redacted]

email: [redacted]

Consumer

Response:

[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.]

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

Regards,