Express Home Repairs

September 22, [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] , Your complaints states on Feb I purchased a fixed rate contract for electricity delivery to my residence in Pennsylvania and you failed to notice the company changed you from fixed to variableOn September 15, 2015, I attempted to contact the company to have the contract changed back to a fixed rate but you had some difficulties using the number provided on your electric billYou state at no time were you given the opportunity to speak with a representative to discuss your problemI reported this issue to my local Electric service, PP&L, and to the PUC as NextEra Energy is not providing the correct customer service number to their clients You are requesting to have a refund for the months of April, May, June, July, August, and September - for overcharging you above your fixed rateYou are also requesting NextEra Energy to fully investigate as to why there isn’t a proper customer service number to take complaints or questions A detailed investigation of your account revealed that you initially enrolled with NextEra Energy Services under the Standard Offer Customer Referral Program offered by your Electric Distribution Company (“EDC”) PPL Electric on February 18, at the rate of cent per/kWh for months (see attached confirmation documents) Our records indicate that on December 12, 2014, and December 15, 2014, NextEra Energy sent you two notices informing you that your fixed rate plan would be expiring on February 17, Also, on December 27, 2014, NextEra Energy sent your ‘Official Electricity Plan Options Notice’ indicating the following: “If you do not enroll in a new plan, after the 02/17/your electricity service will continue on a month-to-month basis and your rate will be a holdover, variable rateYour first applicable variable rate will be $per kWhThat rate, which may be higher or lower each month, includes generation charges, transmission charges and the gross receipts tax but it excludes sales tax and any other applicable taxesIt will be effective after the first meter read following 02/17/2015.” Mr [redacted] , you failed to renew your fixed rate plan or request to be dropped prior to the end of your initial contract; therefore your rate was migrated to the variable on February 25, NextEra Energy received your request to drop service on September 17, 2015, and immediately processed the request which was completed on September 21, NextEra Energy has only billed you in accordance with the rate agreed to within the referral program and the Plan Options Notice for the usage provided by your Utility We sincerely apologize for any inconvenience this issue may have caused youAs previously indicated, NextEra Energy Services did in fact provide you with three separate renewal notices prior to your contract end date; however, you never requested a renewalTherefore, NextEra Energy Service is unable to warrant a rate change or refund of chargesPlease know that our Customer Care Center Management has been notified of the issues you state you experienced when you attempted to contact our Customer Care Center and your recommendations will be taken into considerationWe thank you for your feedback and providing us with an opportunity to address your complaint Sincerely, NextEra Energy Customer Relations

January 26, [redacted] *** [redacted] RE: Revdex.com # [redacted] Dear Ms***, Your complaint states in December of 2016, you opted out of this company and wanted to stay with your current gas company but you are still being billed for a charge that should not be there A detail investigation of your account revealed that NextEra Energy still has not received your opt-out requestSince no opt-out was received prior to the enrollment date the enrollment was sent to the utility and accepted on 12/20/ On December 22, 2016, an enrollment rescission request sent by the utility received by NextEra Energy and processed immediately; therefore, your enrollment has successfully been rescinded and you will not invoice with NextEra Energy as your supplier We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address your complaint Gexa Energy/NextEra Energy Customer Relations Department

January 26,
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RE: Revdex.com # ***
Dear Ms***,
Your complaint states in December of 2016, you opted out of this company and wanted to stay with your current gas
company but you are still being billed for a charge that should not be there
A detail investigation of your account revealed that NextEra Energy still has not received your opt-out requestSince no opt-out was received prior to the enrollment date the enrollment was sent to the utility and accepted on 12/20/
On December 22, 2016, an enrollment rescission request sent by the utility received by NextEra Energy and processed immediately; therefore, your enrollment has successfully been rescinded and you will not invoice with NextEra Energy as your supplier
We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address your complaint.
Gexa Energy/NextEra Energy Customer Relations Department

[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 as long as I am not responsible for the charges from nextera on my gas billI feel I should not have to pay for this error

September 22,
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RE:? ? Revdex.com # ***
? ? ? ? ? ?
Dear Mr***,
Your complaints states on Feb I purchased a fixed rate contract for electricity delivery to my residence in
Pennsylvania and you failed to notice the company changed you from fixed to variableOn September 15, 2015, I attempted to contact the company to have the contract changed back to a fixed rate but you had some difficulties using the number provided on your electric billYou state at no time were you given the opportunity to speak with a representative to discuss your problemI reported this issue to my local Electric service, PP&L, and to the PUC as NextEra Energy is not providing the correct customer service number to their clients
You are requesting to have a refund for the months of April, May, June, July, August, and September - for overcharging you above your fixed rateYou are also requesting NextEra Energy to fully investigate as to why there isn’t a proper customer service number to take complaints or questions
A detailed investigation of your account revealed that you initially enrolled with NextEra Energy Services under the Standard Offer Customer Referral Program offered by your Electric Distribution Company (“EDC”) PPL Electric on February 18, at the rate of cent per/kWh for months (see attached confirmation documents).?
?
Our records indicate that on December 12, 2014, and December 15, 2014, NextEra Energy sent you two notices informing you that your fixed rate plan would be expiring on February 17, Also, on December 27, 2014, NextEra Energy sent your ‘Official Electricity Plan Options Notice’ indicating the following: “If you do not enroll in a new plan, after the 02/17/your electricity service will continue on a month-to-month basis and your rate will be a holdover, variable rateYour first applicable variable rate will be $per kWhThat rate, which may be higher or lower each month, includes generation charges, transmission charges and the gross receipts tax but it excludes sales tax and any other applicable taxesIt will be effective after the first meter read following 02/17/2015.”
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Mr***, you failed to renew your fixed rate plan or request to be dropped prior to the end of your initial contract; therefore your rate was migrated to the variable on February 25, NextEra Energy received your request to drop service on September 17, 2015, and immediately processed the request which was completed on September 21, NextEra Energy has only billed you in accordance with the rate agreed to within the referral program and the Plan Options Notice for the usage provided by your Utility
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We sincerely apologize for any inconvenience this issue may have caused youAs previously indicated, NextEra Energy Services did in fact provide you with three separate renewal notices prior to your contract end date; however, you never requested a renewalTherefore, NextEra Energy Service is unable to warrant a rate change or refund of chargesPlease know that our Customer Care Center Management has been notified of the issues you state you experienced when you attempted to contact our Customer Care Center and your recommendations will be taken into considerationWe thank you for your feedback and providing us with an opportunity to address your complaint.?
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Sincerely,
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NextEra Energy Customer Relations

[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 would be satisfactory to me as long as I am not responsible for the charges from nextera on my gas bill. I feel I should not have to pay for this error.

September 22, 2015
[redacted]
 
RE:   Revdex.com # [redacted]
      
Dear Mr. [redacted],
Your complaints states on Feb 2014 I purchased a fixed rate contract for electricity delivery to my residence in...

Pennsylvania and you failed to notice the company changed you from fixed to variable. On September 15, 2015, I attempted to contact the company to have the contract changed back to a fixed rate but you had some difficulties using the number provided on your electric bill. You state at no time were you given the opportunity to speak with a representative to discuss your problem. I reported this issue to my local Electric service, PP&L, and to the PUC as NextEra Energy is not providing the correct customer service number to their clients.
You are requesting to have a refund for the months of April, May, June, July, August, and September 1 - 15 for overcharging you above your fixed rate. You are also requesting NextEra Energy to fully investigate as to why there isn’t a proper customer service number to take complaints or questions.
A detailed investigation of your account revealed that you initially enrolled with NextEra Energy Services under the Standard Offer Customer Referral Program offered by your Electric Distribution Company (“EDC”) PPL Electric on February 18, 2014 at the rate of 0.0814 cent per/kWh for 12 months (see attached confirmation documents). 
 
Our records indicate that on December 12, 2014, and December 15, 2014, NextEra Energy sent you two notices informing you that your fixed rate plan would be expiring on February 17, 2015. Also, on December 27, 2014, NextEra Energy sent your ‘Official Electricity Plan Options Notice’ indicating the following: “If you do not enroll in a new plan, after the 02/17/2015 your electricity service will continue on a month-to-month basis and your rate will be a holdover, variable rate. Your first applicable variable rate will be $0.155 per kWh. That rate, which may be higher or lower each month, includes generation charges, transmission charges and the gross receipts tax but it excludes sales tax and any other applicable taxes. It will be effective after the first meter read following 02/17/2015.”
 
Mr. [redacted], you failed to renew your fixed rate plan or request to be dropped prior to the end of your initial contract; therefore your rate was migrated to the variable on February 25, 2015. NextEra Energy received your request to drop service on September 17, 2015, and immediately processed the request which was completed on September 21, 2015. NextEra Energy has only billed you in accordance with the rate agreed to within the referral program and the Plan Options Notice for the usage provided by your Utility.
 
We sincerely apologize for any inconvenience this issue may have caused you. As previously indicated, NextEra Energy Services did in fact provide you with three separate renewal notices prior to your contract end date; however, you never requested a renewal. Therefore, NextEra Energy Service is unable to warrant a rate change or refund of charges. Please know that our Customer Care Center Management has been notified of the issues you state you experienced when you attempted to contact our Customer Care Center and your recommendations will be taken into consideration. We thank you for your feedback and providing us with an opportunity to address your complaint. 
 
Sincerely,
 
 
 
NextEra Energy Customer Relations

January 26, 2016
 
[redacted]
[redacted].
[redacted]
 
RE:   Revdex.com # [redacted]
      
Dear Ms. [redacted],
 
Your complaint states in December of 2016, you opted out of this company and wanted to stay with your current gas...

company but you are still being billed for a charge that should not be there.
 
A detail investigation of your account revealed that NextEra Energy still has not received your opt-out request. Since no opt-out was received prior to the enrollment date the enrollment was sent to the utility and accepted on 12/20/2016.
 
On December 22, 2016, an enrollment rescission request sent by the utility received by NextEra Energy and processed immediately; therefore, your enrollment has successfully been rescinded and you will not invoice with NextEra Energy as your supplier.
 
We sincerely apologize for any inconvenience this issue may have caused you. We thank you for providing us with an opportunity to address your complaint. 
 
 
Gexa Energy/NextEra Energy Customer Relations Department