Entrust Energy

Dear Ms***,Thank you for contacting us and allowing us to perform an investigation of your account. After reviewing your account and the third party verification (TPV) recording you performed to enroll with Entrust, we have determined the following:You agreed to a variable
month-to-month plan with Entrust. When asked if you understood the details of the Entrust plan you were enrolling on, you replied "yes"You were advised during the TPV that Entrust would provide your gas supply and that *** would continue to bill you as usual. When asked if you understood, you replied "yes".We have requested cancellation of your agreement and your service should be returned to ***. You will not be charged an early termination penalty. Due to privacy of customer information, we cannot provide the TPV of your enrollment with this response. However, if you would like to scheduled a time to review the TPV, please contact our Customer Care team.Best regards,Brandi ***Director of Regulatory AffairsEntrust Energy, Inc

Dear Ms***,
Thank you for contacting us and allowing us to perform an investigation of your account. After reviewing your account and the third party verification (TPV) recording you performed to enroll
with Entrust, we have determined the following:You agreed to a variable month-to-month plan with Entrust. When asked if you understood the details of the Entrust plan you were enrolling on, you replied "yes"You were advised during the TPV that Entrust would provide your gas supply and that *** would continue to bill you as usual. When asked if you understood, you replied "yes"We have requested cancellation of your agreement and your service should be returned to ***. You will not be charged an early termination penalty.
Due to privacy of customer information, we cannot provide the TPV of your enrollment with this response. However, if you would like to scheduled a time to review the TPV, please contact our Customer Care teamBest regards,
Brandi ***
Director of Regulatory Affairs
Entrust Energy, Inc

They gave me the best price that I could find anywhereThe customer service is one of the best that I have ever dealt withVery happy with this company!!

Salesperson did door-to-door contact and did not mention that signing up with Entrust would mean switching companies from my current gas/electric companies He told my husband that they were only switching out our meters for smart meters I was surprised to receive contracts in the mail saying that I was now enrolled with Entrust instead of my current gas and electric companies Bad sales tactics However, when I called today to cancel the services, the representative that I spoke to (Maya) was extremely helpful and took care of the cancellation quickly So bad sales, but really nice customer service afterwards

Revdex.com:
I did receive a call from the company and they did address one of the issues that I brought up As to the other, I again stated that thanks to omissions and lies that their agent told me, there was quite a difference in what the charges going forth would be The company did offer a $bill credit, which I did decline as it didn't resolve the issue at hand
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.]
Regards,

Thank you for contacting us about your billing issue. We have reviewed your account and confirmed that your most recent bills did have an incorrect contract expiration date. Our notes indicate
you renewed your service in *** last year, which is why you were charged an early termination penalty of $200.00. However, due to the incorrect contract expiration date, which resulted from a system error on our end, I have waived the early termination penalty from your account. Our billing team is mailing you a revised final bill showing the $credit as well as the remaining balance on your closed account of $307.34. Please contact our Collections team to make payment arrangements for the remaining balance. If you do not make payment arrangements and not payment is received for the balance, your account may be turned over to a collection agency. Our collections team can be contacted toll free at *** *** Sincerely, *** *** Director of Regulatory Affairs Entrust 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,
*** ***
I agree with this settlement and payment will be made. Thank you
*** ***

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. For your reference, details of the offer I reviewed appear below
I'm not closing the complaint yet because I have not had a chance to contact them to discuss it. The message I received from Entrust was nice, but I need to get the name of their sales team member from my father and give it to Entrust
Regards,
*** ***

Dear Mr***,
On behalf of management at Entrust Energy, please accept my apologies for the incident your wife experienced with our sales agents. We thank you for notifying us of your concerns and appreciate the opportunity to improve our applicant and customer experience
Upon receipt of
your complaint, we suspended the agents who visited your home while we could investigate the allegations against them. The agents described discussing Entrust's products with your wife and her decision to enroll. They described how she started the third party verification process but changed her mind, stating that she wanted to discuss the switch with you before agreeing to a contract. The agents noted that the TPV was terminated and they described asking for a good time to come back for a follow up visit once she had a chance to discuss the switch with you. The agents suggested that they could come back later that evening if it was convenient.
The agents reported that your wife was very polite and did not seem uncomfortable during the conversation. They did not recall being asked to leave, and felt that the interaction was positive when they left. They were unable to go back later in the evening due to be tied up with other applicants. The agents also confirmed that they were carrying all of the documentation needed at the time of the sale and that they were wearing Entrust shirts, hats and badges
Based on the information provided in your complaint, we asked our Sales team to review our sales training and policies with the agents prior to releasing them back into the field, which we confirmed was done. While we have released these agents back into the field, they have been advised that any additional complaints of a similar nature will result in termination from Entrust's sales campaign.
We apologize again that your wife felt uncomfortable while our agents were visiting your home. If you or your wife ever come in contact with any Entrust agents in the future who make you feel uncomfortable, we urge you to contact our Customer Care department at *** as soon as you can so that we can immediately pull the agents out of the field. We regret that you and your wife had a negative experience and we hope that the actions we have taken will alleviate your concerns. Thank you again for contacting us and we hope that you will consider Entrust Energy in the future. If you have any additional questions or concerns, please feel free to contact me at ***
Sincerely,
*** ***
Director of Regulatory Affairs
Entrust Energy, Inc

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.]
I will accept that my service has been returned to my previous provider and that there have been no fees attachedI will NOT accept the terminology that implies I willingly transferred my service to EntrustWhile that may be the effect that this encounter had, it was NOT "willing" on my partI repeatedly told their representative I did NOT wish to enroll but only wanted additional informationTheir representative assured me that they would only use my information to email me additional informationThe next morning I found out that I had indeed been enrolledIf Entrust will state that I was enrolled without my consent I will accept thatThat is the only other result that I desireIf they will not do so, then this is where my correspondence will endI want it recorded that this whole process was done by deception, and not willingly on my part!
Thank you for your help.
Regards,***

We regret the unfortunate circumstances
that led to *** *** complaint. *** *** had a bill due
on July 6th
that became past due. After giving her day advance notice by mail that
her service could be disconnected for nonpayment, she was disconnected on July
22ndHer reconnection was delayed after some back and forth with her bank as
to when the payment would be scheduled.
An Entrust supervisor reached out to **
*** on July 30th, apologized for the experience she had, and
explained why her disconnection occurred. Entrust waived disconnect
and reconnect fees as a concession to *** ***. We understand her
concern but regret that she did not reach out to us earlier to address payment
on the account

Dear Sir/Madam,
This letter is being sent in response to the abovementioned
complaint filed by Mr*** ***. Entrust has performed an investigation into Mr***’s
complaint and provides the following information in response
An
Entrust door-to-door
agent visited Mr***’s residence on August 15th,
Following a discussion with the sales agent, Mr*** *** spoke with our TPV
agent and consented to enroll his residence in Houston, TexasMr*** verified
his decision to enroll with Entrust in this recording and agreed to the terms
and conditions for serviceThe account was enrolled on August 15th,
and the switch became effective the same day
Notes indicate that Mr*** sent an email to Entrust’s
marketing department on September 20th following receipt of his
first invoice to dispute the charges on his first bill. In the email, Mr*** stated he was never
notified of the TDU charges and was told that his total rate would be cheaper
than what he was paying at Reliant. An
Entrust Quality Assurance agent attempted to contact Mr*** to discuss his
account on three separate occasions that same week but was unable to reach
him.
Mr*** contacted Customer Care on September 24th to
dispute his charges. The agent he spoke
with advised him that his usage had increased from the previous month, but Mr
*** did not believe that he had used that much energy. The agent advised him that Entrust could
contact Centerpoint to see if he was eligible for a free meter test. It is unclear whether Mr*** accepted the
offer
Mr
***’s account dropped from Entrust on September 26th. On the same day, a QA agent reviewed the TPV
recording of Mr***’s enrollment and deemed it invalid. A request was sent to our billing team to
waive the charges from the account. This
request was completed on the same day.
We have since asked our billing team to generate a final bill with a
$balance, which will be sent to Mr*** in the next few days
As part of this investigation, we submitted Mr***’s
complaint to our Sales team for an investigation of the agentWe are waiting
on a response from Sales regarding the allegations against this agent, which we
expect to receive in the next few days.
Regarding Mr
***’s complaint, we disagree
with the allegations that Mr*** was not informed of the TDU charges. While we do not know what was said between
the sales agent and Mr*** at the time of the solicitation, we can confirm
from review of his TPV recording that he was advised of the total price for
service of cents per kWh, which was based on monthly usage of kWh per
month It was also explained in the TPV
that the total price consisted of a fixed energy price of cents per kWh and
estimated utility delivery charges, which were passed through from his utility
company and would vary based on his usage.
Mr*** questioned the cents in the TPV and then agreed to the
terms. However, the TPV recording was
deemed invalid due to a missing required statement that was not disclosed
informing Mr*** that there were no fees to switch to Entrust. For this reason, we released Mr*** from
his agreement and waived all of the charges from his account
We also want to point out that our Terms of Service and EFL advise
customers of the fixed price and total priceAdditionally, both of these
documents, as well as the TPV, advise customers that they have three federal
business days following receipt of the Terms of Service to cancel without
penalty. Mr*** cancelled well after
the rescission period, which is why the cancellation penalty was initially
applied to his bill
Due to privacy of customer information, we are not including the
TPV with this response. However, Mr
*** can contact our Customer Care team at any time to request a time to
review the TPV
Sincerely,
*** ***
Director of Regulatory Affairs
Entrust Energy, Inc

Mr***
We are receipt of your complaint and I wanted to apologize to you on behalf of Entrust for this issue. I've reviewed your account infomation and advised our Operations team to accept the requests from StarTex to regain your meters. MarkeTraks *** and
*** have both been accepted by Entrust as of today. I'm not sure how quickly StarTex will respond with the transactions needed to regain your account but I expect that your service should be back with them within a couple of weeks, if not sooner. Once StarTex regains your accounts and the process completes, we will waive any remaining charges from your account, including the early termination penalty. You can disregard any current or future invoices from Entrust while this process is wrapping up
Our sales team has made several attempts to contact the Broker who signed up your account and has not gotten a response from him, which has added to the delay in getting this issue resolved. Due to this incident, our Sales team will review and determine whether we want to continue to use this Broker in the future, based on his behavior and lack of response to our inquiries about your request for cancellation of your contract. For the time being, if you need to speak to someone, please contact me at *** and if I cannot answer your questions, I will make sure that your email is sent to someone in Sales who can
Please feel free to contact me if you have any additional questions
Regards,
*** ***
Director of Regulatory Affairs
Entrust Energy, Inc

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 I did not see a permit that your company had permission from the City of Rochester, NY to conduct business hereDo you have such permission?? This individual was not wearing his identification tag at the time of first contact, which is while he was inside of my house denying that he was from an ESCO company I had to make second contact to get him to show identification and demand a business card
Regards,
*** * ***

Dear Ms. ***
Please accept my apologies for the issue you are experiencing with your account. I assure you that Entrust Energy does not condone fraudulent enrollment of consumer accounts and we are looking
into this matter
I wanted to provide you a status update on this investigation. We have accepted a request from CPL to regain your account. CPL will need to submit the proper transactions to regain the account, but once that is complete, all charges with Entrust will be cancelled and sent over to CPL for billing. I'm not sure how long it will take CPL to send the transaction to regain your account, but I'm assuming at least a week
In the meantime, you may disregard the bills you have received to date from Entrust. I have sent a note to our Collections department to cease all calls while we resolve this issue. Additionally, we have placed a usage block on your account, which should prevent it from billing any further. Once your account is regained by CPL and the charges are cancelled, we will waive any remaining charges, including the Early Termination Penalty, and send you a final bill showing a $balance
As I mentioned previously, we are still investigating the issue with the sales agent who visited your home. We will provide additional information to you in the future once the investigation is complete
If you have questions, please feel free to contact me at ***
Sincerely,
*** ***
Director of Regulatory Affairs
Entrust Energy, Inc

From: Brandi D*** [mailto:brandi.d***@entrustenergy.com] Sent: Friday, February 27, 11:AM To: drteam Subject: Complaint Response - Revdex.com Case # *** - *** *** Dear MsOsorio, Thank you for forwarding your concerns to us to address with our sales team. Your
feedback was instrumental in helping us identify areas where our agents needed further training or other actions taken to insure that our customers are satisfied with their enrollment experience Regarding your account, we reviewed the third party verification (TPV) recording of your enrollment on February 6th, which was valid. However, due to the information you forwarded to us about your experience with the sales agents, we made the decision to try to cancel your enrollment before it became effective. Unfortunately, your enrollment was too far along in the process and our request for cancellation was rejected. However, we submitted what is referred to as a MarkeTrak to your previous Retail Electricity Provider (REP) to ask them to regain your account from the date of loss. According to our records, your account was regained by your previous REP on February 11th. We have since waived all remaining charges from your closed account, and you should receive a final bill with a $balance in the next few days If you have any questions about your account, please feel free to call our contact center at 800-871- Best regards, Brandi D*** Director of Regulatory Affairs McKinney, Level Houston, TX office fax brandi.d***@entrustenergy.com entrustenergy.com The information contained in this message is privileged and confidential, intended only for the use of the individual or entity named aboveIf the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibitedIf you have received this communication in error, please notify the sender immediately and delete or destroy all copies of this messageThe views expressed in this email are not necessarily the views of Entrust Energy and their respective directors, officers and employeesFurther, Entrust Energy makes no representations and does not accept any liability regarding the accuracy or completeness of this email

Dear *** *** *** ***,Thank you for letting us know about your concern. We apologize for any issues you may have experienced receiving our bills. We have not received any returned mail on your account and cannot explain why you were not receiving your invoicesWe
would suggest that you report this issue to your local ** *** ***, since we have no control over what happens after bills and notices leave our print vendor's facility. That being said, your account switched to another REP on August 28th while you were still under contract with Entrust. We received a partial payment of $on September 10th, 2014, which left a remaining balance on your account of $173.20. We did not receive any additional payments after this date for your remaining balance, and after our *** team was unsuccessful reaching you, the remaining balance was written off. Our *** team sent your remaining balance to a collection agency on January 28th.A member of our call center team attempted to contact you about your complaint on April 7, and 14, but was unable to reach you and left messages for you to call back. Please give our *** *** team a call at *** *** or *** *** and we can discuss your final balance.Sincerely,*** *** ** *** ***Entrust Energy, Inc

Dear Sir/Madam,
This letter is being sent in response to the abovementioned
complaint filed by Mr*** ***. Entrust has performed an investigation into Mr***’s
complaint and provides the following information in response
An
Entrust door-to-door agent visited Mr***’s residence on August 15th,
Following a discussion with the sales agent, Mr*** *** spoke with our TPV
agent and consented to enroll his residence in Houston, TexasMr*** verified
his decision to enroll with Entrust in this recording and agreed to the terms
and conditions for serviceThe account was enrolled on August 15th,
and the switch became effective the same day
Notes indicate that Mr*** sent an email to Entrust’s
marketing department on September 20th following receipt of his
first invoice to dispute the charges on his first bill. In the email, Mr*** stated he was never
notified of the TDU charges and was told that his total rate would be cheaper
than what he was paying at Reliant. An
Entrust Quality Assurance agent attempted to contact Mr*** to discuss his
account on three separate occasions that same week but was unable to reach
him.
Mr*** contacted Customer Care on September 24th to
dispute his charges. The agent he spoke
with advised him that his usage had increased from the previous month, but Mr
*** did not believe that he had used that much energy. The agent advised him that Entrust could
contact Centerpoint to see if he was eligible for a free meter test. It is unclear whether Mr*** accepted the
offer
Mr
***’s account dropped from Entrust on September 26th. On the same day, a QA agent reviewed the TPV
recording of Mr***’s enrollment and deemed it invalid. A request was sent to our billing team to
waive the charges from the account. This
request was completed on the same day.
We have since asked our billing team to generate a final bill with a
$balance, which will be sent to Mr*** in the next few days
As part of this investigation, we submitted Mr***’s
complaint to our Sales team for an investigation of the agentWe are waiting
on a response from Sales regarding the allegations against this agent, which we
expect to receive in the next few days.
Regarding Mr
***’s complaint, we disagree
with the allegations that Mr*** was not informed of the TDU charges. While we do not know what was said between
the sales agent and Mr*** at the time of the solicitation, we can confirm
from review of his TPV recording that he was advised of the total price for
service of cents per kWh, which was based on monthly usage of kWh per
month It was also explained in the TPV
that the total price consisted of a fixed energy price of cents per kWh and
estimated utility delivery charges, which were passed through from his utility
company and would vary based on his usage.
Mr*** questioned the cents in the TPV and then agreed to the
terms. However, the TPV recording was
deemed invalid due to a missing required statement that was not disclosed
informing Mr*** that there were no fees to switch to Entrust. For this reason, we released Mr*** from
his agreement and waived all of the charges from his account
We also want to point out that our Terms of Service and EFL advise
customers of the fixed price and total priceAdditionally, both of these
documents, as well as the TPV, advise customers that they have three federal
business days following receipt of the Terms of Service to cancel without
penalty. Mr*** cancelled well after
the rescission period, which is why the cancellation penalty was initially
applied to his bill
Due to privacy of customer information, we are not including the
TPV with this response. However, Mr
*** can contact our Customer Care team at any time to request a time to
review the TPV
Sincerely,
*** ***
Director of Regulatory Affairs
Entrust Energy, Inc

We regret
the unfortunate circumstances that led to Ms***’s complaint. Ms
*** agreed to switch her
account to Entrust after talking with our
door-to-door representativeMs*** verified the agreement and contract
details during the verification call and seemed to have a thorough
understanding of the contract and pricing detailsMs*** understood she had
federal business days to cancel her agreement without penaltyMs***
recently submitted a copy of the welcome card she received from our door-to-door
representativeBased on the information Ms*** has provided, Entrust has
waived the $early termination penalty assessed to her accountWe have
reviewed this information with the agent involved and addressed the situation
We apologize for any inconvenience this may have caused Ms*** and thank her
for bringing this matter to our attention

Just received my new bill with entrust and I'm trying to make a payment on the automated system will not allow me to until the next day which will cost me a $late feeI called the representative who signed me up and he told me to go to *** or *** to pay that is an inconvenience I should be able to pay my bill over the phone through the automated system when I tried to get ahold of someone at the Company call center they are closed no one answers but yet it states on their bill they are open today and they're notI would not recommend this company to my worst enemyTemple Texas