Energy Plus Holdings

Review: This is regarding Revdex.com complaint #[redacted]

This complaint was filed and considered "resolved" when the business agreed to honor the original terms of service but has not followed through.

Energy Plus had called me and said they would honor the 25,000 mile offer into my [redacted] account. They have, until this date, only have transfered 15,000 miles. There is a 10,000 mile difference that was promised on the phone call after the Revdex.com complaint.Desired Settlement: Energy Plus had called me and said they would honor the 25,000 mile offer into my [redacted] account. They have, until this date, only have transfered 15,000 miles. There is a 10,000 mile difference that was promised on the phone call after the Revdex.com complaint.

[redacted] Energy Plus must follow through with their promises and offer the additional 10,000 [redacted] mile difference.

Business

Response:

To Whom It May Concern,

Energy Plus reviewed our conversation with **. [redacted] from July 2013, regarding his original Revdex.com complaint. The recording of the call revealed some ambiguity in term s of what was being offered to resolve **. [redacted]’s complaint. Because of this ambiguity, we have issued the additional 10,000 miles as requested. Energy Plus left **. [redacted] messages on September 5th and 6th but have not received a return call. **. [redacted] will see the miles posted to his account in 2 to 4 weeks.

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

Review: I signed up for alternate electrical supplier to save money as advertised with energy plus holdings now my bill is almost 2 times higher than the ** (the local electrical company)Desired Settlement: I am seeking a refund for the over charges the company has charged me since I have signed up

Business

Response:

To Whom It May Concern,

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

During our discussion with [redacted] we reviewed the account terms with [redacted], specifically, that he enrolled her electricity account for a variable rate product. For your information, [redacted] enrolled online with Energy Plus on March 26, 2010. During the enrollment, he was presented with our Terms of Service in which he acknowledged accepting variable rate pricing. Following enrollment, he was also emailed Terms of Service that indicated he enrolled in a variable rate product. Finally, [redacted]’s account was enrolled in the Energy Plus [redacted] rewards program. As a result, he received certain awards benefits, including an initial bonus amount, during the course of his enrollment based on his electricity purchases. We did offer a courtesy credit to be issued to the customer in order to amicably resolve the complaint. Because the product he enrolled for did not include a cancellation fee or penalty, we feel that our resolution is appropriate. In addition, since our Terms of Service clearly indicates it is a variable rate product, while we are not obligated to offer a credit, we have done so in order to address his concerns. [redacted] said he considers this complaint resolved.

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

Review: I chose to enroll with Energy Plus in March 2013 from a mailing/advertisement that said they would be able to provide less expensive electric supply than the local [redacted]. Despite their clai**, I never saw on my [redacted] bills the charges and the specific breakdowns of those charges. The company has a "fluctuating" price for electric and this is not clearly explained on the statements. Further, there is no way to compare their service charges versus [redacted]s charges. Also, [redacted] is legally obligated to report/explain any changes in fees or fee structures. This company is not under the same obligations. As a result, in just six months I was charged an extra $800 for energy! When I realized I was being taken for a ride I immediately cancelled my service with Energy Plus but I had already paid $800 more in fees which are non-refundable.

I am complaining because this company charges two to three times more than [redacted] for the same service. They should be under the same obligations as [redacted] to report fee structures and fee changes. There are many unsuspecting people who do not examine their bills who are being charged excessive amounts for the same service and this is unethical.Desired Settlement: I request Revdex.com to contact me via phone with the result and request a refund for the extra $800 spent on electrical charges.

I also request Energy Plus be placed under the same obligations as [redacted] to report fee structures & fee changes, etc

Business

Response:

Energy Plus received **. [redacted]'s complaint via mail on July 14, 2014. The following outlines her enrollment, account status, and our resolution,**, [redacted] enrolled over the phone with Energy Plus on March 11, 2013. During the enrollment, **. [redacted] was presented with all required disclosures Including the fact that our electricity product was for 3 month promotional variable supply rate. Following enrollment, **. [redacted] was mailed a copy of the Terms of Service for her electricity account which additionally outlined the variable rate including that it may be higher than her local utility. Finally, **. [redacted]'s account was enrolled in the Energy Plus [redacted] rewards program. As a result, she received certain a[redacted] benefits, including initial bonus amounts, In the course of her enrollment based on her electricity purchases. To date, she earned 11,017 points.Prior to receiving this complaint. Energy Plus customer service spoke to **. [redacted] on July7th. We advised **. [redacted] of the enrollment, accepted terms of service, and her service end date of December 17, 2013. We confirmed with **. [redacted] that her total supply charges with Energy Plus were $559.78 contrary to her claims of an $800 overcharge. After discussing her account, as a show of good will, she was offered a courtesy credit in an effort to resolve her complaint. **. [redacted] accepted this offered courtesy credit. We believe this offered resolution was fair, since our Terms of Service clearly indicate that our program was for a variable supply rate. While we were not obligated to offer a credit, we did so In order to amicably resolve her complaint, Energy Plus considers this complaint resolved. Please let us know if you need any additional Information regarding this case.

Review: My wife was appraoched by a represnetative of Energy Plus at the [redacted] International Ariport. She was offered a bonus of airline reward miles if she agreed to switch our ebergy service from [redacted] to Energy Plus. She was told that the servcie would not be switched until she provided her account information and she had a chance to check with her husband. When she told me, her husband, about this I called Energy Plus who assured me that the service had not been switched and they would not be swtiching the service. Two days later I got a letter from Energy Plus confiming that the servcice had been switched from [redacted] to Energy plus. The same day I got a letter from [redacted] letting me know that my service had been siwthed to Energy Plus.

The Energy Plus plus represnetative at the airport misrepresneted the sales process to my wife when he said the account would not be switched until she had a chance to talk to her husband and prvide the [redacted] account umber. The Energy Plus cusotmer servcie manager I spoke to lied to me when he promised me that my service was not being switched from [redacted] to Energy Plus.Desired Settlement: I request that Energy Plus discontinue this sales practice at airports.

Business

Response:

To Whom It May Concern,

Review: When initially contacted by First Energy Holdings, the representative misrepresented their prices, and failed to advise of the potential in the future for their prices to increase extremely. After switching to First Energy Holdings as our electric supplier, the company has at times charged almost double the current market rates per KW hour over [redacted]'s rates and other reputable honest firms. They have practiced price gauging in the electric supplier industry completely at the expense of the unknowing and trusting consumer. For myself alone, the company has overcharged an average of $90.00 per month for the past 9 months, resulting in excessive charges totaling more than $800.00. There is a class action lawsuit against the company for customers who had service prior to October 2012, and we have been informed that we are either not part of the class action lawsuit, or if we were able to participate, would eventually only receive a $5.00 refund as this was the amount imposed by the court system. For consumers that have had their service since October 2012, the company is unwilling to work out a resolution or reimbursement of any kind. If a consumer cancels their account, the company takes up to 2 billing cycles, so that they can make sure they continue to overcharge consumers for another couple of months before discontinuing service. I feel the company should reimburse me for the overcharges and they are unwilling to do so, only directing me to the settlement administrator. As a consumer having been overcharged over $800 in an 8 month period, I am not satisfied with a $5.00 refund, and the company should reimburse in full for the past 8 months based on [redacted]'s KHW rates.Desired Settlement: Refund check for at least $800 to satisfy me as a consumer.

Business

Response:

To Whom It May Concern,

Review: I have been paying this company for electric supply charges which have been more than double the [redacted] rates for the past 15 months after switching to them with the understanding that the rate would be at least 5 % less than [redacted]'s standard residential KWHR rate. I addition to the rewards which did not amount to much . Two ** award miles for every $ spent which is nothingDesired Settlement: On these excess charges and they can take back the ** miles credited to my account

Business

Response:

To Whom It May Concern,Energy Plus received [redacted]'s complaint on November 21, 2014. The following outlines his enrollment, account status, and our resolution.[redacted]'s account was enrolled via paper application as a result of a direct mail solicitation from Energy Plus on November 18, 2011. During the enrollment, [redacted] was presented with all required disclosures including the fact that our electricity product was for a variable supply price. Following enrollment, [redacted] was mailed a copy of the Terms of Service for the electricity account which additionally outlined the variable supply price. Finally, [redacted]'s account was enrolled in the Energy Plus US Airways rewards program. As a result, he received certain mileage benefits, including an initial bonus amount, in the course of his enrollment based on his electricity purchases. To date, he has earned 15,724 miles.Prior to receiving this complaint, Energy Plus spoke with [redacted] on November 12, 2014. During this conversation, we discussed the terms of his enrollment and supply prices charged. [redacted] requested to cancel the account at that time. His request was processed immediately, and he will end service on December 4, 2014, as determined by his local utility, [redacted].Upon receiving this complaint, Energy Plus customer service spoke to [redacted] on November 24, 2014. During this discussion, we reviewed the terms of the enrollment, supply prices charged, and his service end date. Also at this time, as a show of good will, we offered 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 this credit, we did so in order to amicably resolve his complaint. [redacted] accepted this credit as resolution of his complaint. We consider this matter closed.Please let me know if you need any additional information regarding this complaint.Jeff CCustomer Service Supervisor

Review: [redacted] offers through Engergy Plus 10,000 miles for switch to this company. Engergy Plus gave introductory fixed rate of $0.074/kwh and after 3 months raised the rate 30% each month after that to a high of $0.174kwh. When I called they gave no legitimate explanation as to why they raised this rate that much, other then to says that other scam people even more, really? The going rate on PApowerchoice is between $0.09-$0.12/kwh. This is an excessive increase in price when energy rates are not going up. They offered some meager refunds but could not offer a explanation. How does this company get a A+ rating when there are over 130 complaints for this company on http://www.consumeraffairs.com/homeowners/energy-plus-company.html They said they would give me a refund for the difference between the business rate of $0.12/kwh and the $0.174/kwh. I hope they follow through on this promise. This clearly seems like a bait and switch promotion.Desired Settlement: Refund difference from $0.174/kwh to a lower rate for the months overcharged.

Business

Response:

To Whom It May Concern,

Energy Plus received [redacted]’s complaint on October 6, 2014. The following outlines his

enrollment, account status, and our resolution.

[redacted] enrolled in person

with Energy Plus on February 11, 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 rate. Following enrollment, [redacted] was mailed

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

outlined the variable rate, including that it may be higher than his local

utility. Finally, [redacted]’s account was enrolled in the Energy Plus

[redacted] rewards program. As a result, he received certain mileage

benefits, including an initial bonus amount, in the course of his enrollment

based on his electricity purchases. To

date, he has earned 12,639 miles.

Prior to filing this complaint,

Energy Plus spoke with [redacted] on October 6, 2014. During this conversation, we discussed the

terms of his enrollment, supply rates charged, and alternative fixed rate

options available to him. Also at this time, as a show of good will, we

offered 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 this credit, we did so in order to amicably resolve his

complaint.

[redacted] accepted this credit.

Upon receiving this complaint,

Energy Plus customer service spoke to [redacted] on October 7, 2014. During this discussion, we reviewed the terms

of the enrollment, supply rates charged, and results of the conversation the

day prior. [redacted] remains an active

customer with Energy Plus at this time.

We consider this matter closed.

Please let me know if you need any additional

information regarding this complaint.

Jeff

C[redacted]

Energy Plus

Company

Philadelphia

Call Center

3711 Market

Street, 10th Floor | Philadelphia, PA 19104

Tel:

###-###-####

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.]

Review: Energy plus exaggerated claims of energy savings in addition to falsely representing that I do not have a contract with them when, in fact, I did. When I called to switch back to PSEG I was told the process takes up to 30-60 days when it actually doesn't.

Their prices although I was told would be lower than PSEG are actually more than 50% more and I have been paying inflated bills for months.Desired Settlement: Refund the difference between what I've been paying versus what PSEG's rates are.

Business

Response:

To Whom It May Concern,

Upon receiving [redacted]’s complaint on July 25, 2014, we called and

spoke to him to address his concerns. The following outlines [redacted]’s enrollment and account status with Energy Plus.

[redacted] enrolled his account

online with Energy Plus on July 25, 2011.

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

disclosures including the fact that our product was for a variable supply

price. Following enrollment, [redacted] was emailed a copy of the Terms of Service for his electricity account

which additionally outlined the variable supply rate. Finally, [redacted]’s account was enrolled in the Energy Plus [redacted] program. As

a result, he received certain award benefits, including an initial bonus

amount, in the course of his enrollment based on his electricity purchases.

To date, he has earned 14,263 miles.

Upon receiving this complaint, an Energy Plus representative spoke to [redacted] on July 28, 2014, regarding his supply rates. During our discussion, we reviewed the

account and the 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 his complaint. [redacted] accepted

this credit. [redacted] stated his

complaint has been resolved. Energy Plus

considers this matter closed. Please let me know if you need any

additional information regarding this complaint

Michael B[redacted]

Energy Plus Company

Customer Service Director

Philadelphia Call Center

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

Tel: ([redacted]

Review: I signed up for energy rates through the [redacted] alumni association's partnership with energy plus. I trusted energyplus based on the partnership with a trustworthy university. Energy plus increased my rates from the promotional 0.082 to 0.112 following the promotional period and then again to 0.129 and 0.149 starting on 5/22. The increases were so dramatic!

Dates KWh I paid, I Should have paid based upon 9cents rates

3/22-4/21 2,230 $348.11 $299.05

4/22-5/21 1,496 $261.31 $202.97

5/22-6/18 1,568 $335.26 $242.75

6/19-7/21 1,929 $410.80 $296.99

7/22-8/20 1,821 $388.20 $280.76Desired Settlement: I am seeking a refund of $421.17 for the months of April to August overages.

Business

Response:

Review: Last year I was enticed by an offer of airmiles for switching my [redacted] supplier to Energy Plus. I felt safe that if things were not going well, I could cancel at any time. From there website: "No long-term commitment and freedom to cancel any time without a fee" at

https://www.energypluscompany.com/residential/residential.php

I called them 3 months ago and asked to be released and given back to [redacted]. They said no problem that it would take 30 days. 3 months now and when I call customer service, there is a voice recording saying Due to unforeseen issues, our customer service dept is closed. Really??Desired Settlement: I would like the past 2 months re rated to the rate that [redacted] would have given me which is approx .08 cents per KWH instead of the .18 cents they have charged me. Also, for them to IMMEDIATELY relinquish control of my supply back to [redacted].

I can't believe I am being held hostage like this. If I don't like the gas station on the corner, I can go somewhere else. This particular "gas station" is locking me inside the station and demanding I pay more than double for energy for my home.

Business

Response:

To Whom It

May Concern,

Upon receiving Mr. James White’s complaint on July 29, 2014, we called and

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

enrollment and account status with Energy Plus.

[redacted] enrolled his account

online with Energy Plus on May 16, 2013.

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

disclosures including the fact that our product was for a 3 month promotional

variable supply price. Following enrollment,

[redacted] was emailed a copy of the Terms of Service for his electricity

account which additionally outlined the variable supply rate including that it

may be higher than his local utility. Finally, [redacted]’s account was

enrolled in the Energy Plus [redacted] program. As a result, he

received certain award benefits, including an initial bonus amount, in the

course of his enrollment based on his electricity purchases. To date, he

has earned 32,224 miles.

Prior to receiving this complaint, an Energy Plus representative spoke to [redacted]

on April 7, 2014, regarding his supply rates.

On that call, [redacted] advised he did not want Energy Plus to cancel

his account as he would call his local utility [redacted], to process the cancellation. A cancellation request was never received by

Energy Plus. Upon receiving this

complaint, we spoke to [redacted] on July 29, 2014. During our discussion, we advised [redacted]

that the Energy Plus customer service line was closed for approximately one

hour on July 29th due to an internal error. The error has been fixed and our customer

service line is working as expected again.

Also during our discussion, we reviewed his supply rates and, 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

his complaint. [redacted] accepted this credit. [redacted] stated his complaint has been

resolved. [redacted]’s account with

Energy Plus will end service on August 25, 2014, as determined by [redacted].

Please let me know if you need any additional information regarding this

complaint

Michael B[redacted]

Energy Plus Company

Customer Service Director

Philadelphia Call Center

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

Tel: ([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. As of today, I have not received the check for the credit refund but I assume it will be delivered soon.

Regards,

Review: We signed a 12 month contact in May 2012, after which the rate was to switch to a variable one. In the [redacted] bill there is a note under "total electric charges" stating that "if you had been purchasing your electric supply from [redacted], you would have been billed $285.17" - the total amount billed was $160.41. Having looked at this for the last 12 months it was clear to me that I have been getting a good deal -- something I set out to achieve when signing up with Energy Plus Holding. When my June bill arrived I was shocked to see a $896.29 bill, for a small three bedroom house. I called and the customer service gentleman explained how my rate had DOUBLED and I am now paying 200% of the going market rate. I believe I was falsely led to sign up under the pretext of getting savings. I am outragedDesired Settlement: I would like a refund of the difference between the prevailing market rate and the rate charged for the past 14 months.

Review: [redacted] Account number [redacted]

I switched to Energy plus about 2 years ago. At that time, I was on a variable rate plan. They kept increasing the rate every month and changed my rate from 8 cents/kwh to 15 cents/kwh. I called the company to cancel and was told that they can switch me from a variable rate to standard rate of 10 cents/kwh if I keep my service with them. I agreed to that and was switched. However in the past few months I see that they've increased my rate every month again from 10 cents/kwh to 15 cents/kwh. My electric bill keeps increasing because of this. I was switched to a non-variable rate of 10 cents/kwh (or atleast that's what I was told), so they should not have been increasing the rates every month. This company is cheating its customers.

They need to refund me back for the extra charges that they kept adding to my bill for last year ($650 per my estimate).Desired Settlement: They need to refund me back for the extra charges that they kept adding to my bill for last year ($650 per my estimate).

Business

Response:

To Whom It May Concern,

Upon receiving **. [redacted]’s complaint on August 20, 2013, we reached out and spoke to him to address his concerns. We are pleased to report that we have resolved his complaint.

For your information, our records indicate that **. [redacted] enrolled online with Energy Plus on February 6, 2012. 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 his electricity account which additionally outlined the variable supply rate and stated that the supply rates may be higher than his EDC's supply rate. Finally, **. [redacted]’s account was enrolled in the Energy Plus [redacted] program. As a result, he received certain award benefits, including an initial bonus amount, in the course of his enrollment based on her electricity purchases. To date, **. [redacted] has earned 16,055 miles.

Prior to receiving this complaint, Energy Plus spoke to **. [redacted] on May 14, 2012. During that conversation, we reviewed **. [redacted]’s account, including the fact that he enrolled in a variable supply rate, and that the terms of the Agreement disclosed that our supply rates may be higher than his local utility. At that time, **. [redacted] agreed to remain an Energy Plus customer under a variable supply rate program.

Review: I noticed that my charges per kWh increased from 0.0697 to 0.1240 over the first two years. I had noticed the charges increasing and finally decided to look into it. When I discovered that my rates increased 78% in that time, I called to disconnect service with Energy Plus. This was on Feb 21, 3 days before the end of the billing period on Feb 24. When my bill was processed on Feb 26, I received a bill with kWh rates that had increased over 16% month over month to 0.1440 cents per kWh.

This rate increase appears punitive for my leaving Energy Plus. I had been paying the 0.1240 cent/kWh rate for the previous 6 months before the increase. I was never informed of any increases levied against me. I paid every bill on time, electronically. I was not told during my telephone call that my rate would increase after I hung up. In fact, I called a second time to confirm that I would not be penalized for severing my relationship with Energy Plus.

Energy Plus made a commitment that I would not be penalized, and they reneged on their promise.Desired Settlement: Energy Plus should return $27.92 to me for the rate changes they levied against me. In addition, they should pay recompense for my time, energy, and distress in the amount of $1000.00.

Business

Response:

To Whom It May Concern,

Upon receiving **. [redacted]’s complaint on March 3 , 2014, we reached out and spoke to him to address his concerns. The following outlines **. [redacted]’s enrollment and account status with Energy Plus.

**. [redacted] enrolled his account online with Energy Plus on August 13, 2012. During the enrollment, **. [redacted] was presented with all required disclosures including the fact that our product was for a variable supply price. Following enrollment, **. [redacted] was emailed a copy of the Terms of Service for his electricity account which additionally outlined the variable supply rate including stating that it may be higher than his local distribution company. Finally, **. [redacted]’s account was enrolled in the Energy Plus Starwood program. As a result, he received certain award benefits, including an initial bonus amount, in the course of his enrollment based on his electricity purchases. To date, **. [redacted] has earned 10,495 points.

Upon receiving this complaint, we spoke to **. [redacted] on March 3rd. During our discussions, we reviewed the account and the 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 his complaint. After speaking to **. [redacted], Energy Plus considers this matter closed. Please let me know if you need any additional information regarding this complaint

Michael Bair

Energy Plus Company

Customer Service Director

Philadelphia Call Center

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

Tel: ###-###-####

Review: I changed my electricity supplier in March 2012 to Energy Plus Holdings, LLC because they promised:

“Save up to 10% - Energy Plus has a current supply rate that is approximately 10% below your local utility company”

With Energy Plus Holdings, LLC as my electricity supplier, my cost per Kilowatt Hour (KwH) went down the first month by $0.01. It then increased in the following months:

2nd Month + $0.02 per KwH (Total Loss = $11.18)

3rd Month + $0.05 per KwH (Total Loss = $79.28)

My cost per KwH never decreased after the first month with Energy Plus Holdings, LLC. It has only stayed at the + $0.07 per KwH higher rate or increased even higher. In the cold months, I lost as much as $189.68 per month because of the higher rates charged by Energy Plus.

After changing to Energy Plus as my electricity supplier, I received a welcome letter from them that provided me with no information. There was no account number, contract terms, not even my name was included in this welcome letter. Energy Plus also offers no access to your account information online.Desired Settlement: Hold to something that resembles what was promised:

“Save up to 10% - Energy Plus has a current supply rate that is approximately 10% below your local utility company”

Business

Response:

RE: [redacted]