H O Concrete

RESULTS In response to his complaint, we attempted to contact [redacted] on 4/**/2016 and 4/**/2016 but were only able to leave messages. We will continue reaching out to [redacted] in hopes of reaching an amicable resolution to this matter.   BACKGROUND INFORMATION Prior to filing this...

complaint, [redacted] electric account was enrolled in PALMco’s service on 11/*/2015, upon completion of a signed agreement and TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding her enrollment, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted] electric account on **/**/2015.   On 4/*/2016, after receiving PALMco’s service for three months, [redacted] contacted our customer service line for the first time in regards to her account. [redacted] stated that her current bill was actual, and that the actual charges on her current bill were higher than the estimated charges on her previous bill. We reminded [redacted] that she agreed to a variable rate with no guarantee of savings when she enrolled in PALMco’s service. Additionally, we encouraged [redacted] to consider a budget billing plan to help even out her charges each month. [redacted] requested the cancellation of her account, which was processed promptly and without penalty. We advised [redacted] on the cancellation process and that it’s up to her utility, Potomac Edison, to determine an end date. As a courtesy, we offered [redacted] a $50 Restaruant.com Gift Card. [redacted] thanked us and the call was ended. Per the determination of Potomac Edison, PALMco is scheduled to stop servicing [redacted] account on 5/**/2016.   [redacted] agreed to a variable rate with no guarantee of savings when she enrolled in PALMco’s service upon completion of a signed agreement and TPV recording. Additionally, [redacted] was sent all of the necessary information regarding PALMco’s supply service following her enrollment. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment. To date, [redacted] has received just three bills from PALMco; two bills were at a lower rate than that of her utility, and one bill was at a rate comparable to that of her utility.   The alleged action of the representative in question is 100% against PALMco policy and training. As stated in our training, all customers must be made aware that the rep is from PALMco and has no affiliation with the utility. Additionally, all PALMco representatives are required to wear a PALMco-issued uniform and identification, including shirts, hats, lanyards, and ID badges, to clearly identify themselves as being from PALMco. Upon receiving this complaint from [redacted], an investigation was launched into the representative in question. Upon investigation, the representative no longer works for PALMco.   We apologize to [redacted] for any inconvenience she may have experienced. PALMco values all of our customers and we do our best to provide quality service.     Please let us know if the Revdex.com would like any further information.   Thank you.

Hello Revdex.com,   Regarding PA Revdex.com Case # [redacted]   In response to [redacted] rebuttal, we spoke with [redacted] on 1/*/2016. We advised [redacted] that per the determination of West Penn Power, PALMco stopped servicing his electric account on 12/**/2015. Additionally, we advised [redacted] that the credit of $107.31 for the billing cycles of 11/*/2015 – 12/*/2015, which was previously offered to him on 12/**/2015, will be sent in the form of a check. As an extended courtesy, we advised [redacted] to contact our customer service line upon receipt of his final bill, should he be unhappy with it. [redacted] accepted our offer, thanked us, and the call was ended.     Attached to this response, please find a blank copy of our Supply Agreement, which states our terms and conditions and was mailed to [redacted] in his welcome packet.   Please let us know if the Revdex.com would like any further information.   Thank you.

Regarding MD Revdex.com Case # [redacted] RESULTS In response to this complaint, we spoke with [redacted] on 3/**/2016. We reminded [redacted] that he agreed to a variable rate with no guarantee of savings when he enrolled in PALMco’s service. We also advised [redacted] that per...

the determination of [redacted], his electric account stopped receiving PALMco’s service on 1/**/2016. As a courtesy, we offered to review [redacted] account for an additional courtesy credit. Upon review, we offered [redacted] an additional courtesy credit of $151.83 for the billing cycles of 11/**/2015 – 1/**/2016, which will be sent in the form of a check. In addition to the previous credits of $248.09 already given to [redacted], the total combined credit will amount to $399.92. [redacted] accepted our offer, thanked us, and the call was ended.   BACKGROUND INFORMATION Prior to filing this complaint, [redacted] electric account was enrolled in PALMco’s service on 6/*/2015, upon completion of a TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding his enrollment, including the fact that rates are variable and savings are not guaranteed. On 7/**/2015, we received [redacted] signed supply agreement further confirming his understanding of PALMco’s service. PALMco began servicing [redacted] electric account on 7/**/2015.   Before PALMco began servicing his account, we spoke with [redacted] in regards to his welcome package on 6/**/2015 and 7/**/2015. In these conversations, [redacted] was advised of his introductory rate and was reminded that PALMco offers a variable rate with no guarantee of savings. Additionally, we advised [redacted] that PALMco has neither long term contracts nor cancellation fees, and we advised him on what to do with the paperwork contained within the welcome package. Lastly, [redacted] was provided details on PALMco’s Senior Citizen discount program, which he could opt into following his second billing cycle.   We spoke with [redacted] on 12/**/2015. [redacted] was reminded that he enrolled his accounts in PALMco’s service at a variable rate with no guarantee of savings. [redacted] inquired about a payment plan, which we explained would have to be addressed with his utility, [redacted]. As a courtesy, we offered to review [redacted] account for potential credit. Upon review, we offered [redacted] a credit of $64.32 for billing cycle 11/**/2015 - 12/**/2015, which was applied to his account. [redacted] requested the cancellation of his account, which was processed promptly and without penalty. Per the determination of [redacted] account stopped receiving PALMco service on 1/**/2016.   On 1/*/2016, we spoke with [redacted] regarding their account. We reminded [redacted] that their account was enrolled in PALMco’s service at a variable rate with no guarantee of savings, upon completion of a recorded TPV. As a courtesy, not customary for cancelled accounts, we offered to review [redacted]’s account for a potential courtesy credit. Upon review, we extended another courtesy credit of $37.35 for billing cycle 11/**/2015 - 12/**/2015, which was mailed in the form of a check on 1/**/2016. This credit was in addition to the credit received on 12/**/2015, making their total credit $101.67 for billing cycle 11/**/2015 - 12/**/2015. [redacted] thanked us and the call was ended.   We spoke with [redacted]’s granddaughter, on 1/**/2016, in regards to [redacted] account. [redacted] requested to speak with a senior representative. We obliged [redacted]’s request. As a courtesy, we reviewed [redacted] account. Upon review, we offered [redacted] a credit of $**6.42 for billing cycle 12/**/2015 - 1/**/2016, which was mailed in the form of a check. [redacted] was satisfied with the credit, thanked us, and ended the call.   On 3/1/2016, we spoke with [redacted] in regards to his PSC complaint. We advised [redacted] that per the determination of his utility, [redacted], his account stopped receiving PALMco’s service on 1/**/2016. As a courtesy, we offered to re-review [redacted] account. Upon review we offered him an additional credit of $46.61 for billing cycles 11/**/2015 - 1/**/2016, which would have brought [redacted] total credit to $294.50. However, [redacted] declined our offer and the call was ended.   Contrary to this complaint, PALMco does not deceive or scheme our customers. [redacted] agreed to a variable rate with no guarantee of savings when he enrolled in PALMco’s service upon completion of a TPV recording. Additionally, [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment.   In his complaint, [redacted] insinuated that a representative of ours told him PALMco charges rates as high as it wants and charges whatever it pleases. No such statement was ever made to [redacted]. During conversations with him, our Customer Service Specialists advised [redacted] that PALMco provides variable rates that fluctuate with no guarantee of savings.   Please let us know if the Revdex.com would like any further information.   Thank you.

REBUTTAL In response to this rebuttal, we spoke with [redacted] 03/**/2016.  We advised [redacted] that the check for $151.83 was processed and sent out on 03/**/2016. We encouraged [redacted] to contact our customer service office once he has received the check so we can notate his account and confirm that he received the check. [redacted] thanked us and the call was ended.   Please let us know if the Revdex.com would like any further information.   Thank you.

Hello [redacted] and the Revdex.com   Regarding MA Revdex.com case # [redacted] – [redacted]   In response to this complaint, we reached out to [redacted] on 3/**/2017. [redacted] informed us that he had written down the wrong phone number, and as a result he was unsuccessful when attempting to...

reach our Customer Service line. Furthermore, [redacted] advised us that he no longer wished to cancel his supply service with PALMco. As a result, we informed [redacted] that PALMco will continue to provide uninterrupted supply service to his account. [redacted] was satisfied with our call, thanked us, and the call was ended.   PALMco has not received any other claims of difficulty in reaching our Customer Service line.   Please let us know if the Revdex.com would like any further information.   Thank you.       Compliance [redacted]

Hello Revdex.com,Regarding ** Revdex.com case # [redacted] – [redacted]:As an update to our previous response, our customer service staff spoke with [redacted] on 12/**/2016 and reached an amicable resolution to this matter. PALMco values all of our customers and we do our best to provide quality service. We’re glad we were able to work with [redacted] and ease her concerns.Please let us know if the Revdex.com would like any further information. Thank you. Compliance [redacted]

Hello Anna and the Revdex.com, Regarding OH Revdex.com Case # [redacted] & [redacted] This customer’s electric and gas accounts were enrolled in Palmco’s service on 1/**/2017 by [redacted], as a result of a door-to-door visit, upon completion of a verification call by [redacted]...

[redacted].  Following the enrollment, [redacted] and [redacted] were sent a confirmation packet, detailing the terms of their enrollment. Palmco serviced [redacted]’s electric account from 2/**/2017 – 8/**/2017.  Palmco has serviced the gas account since 1/**/2017, and Dominion East Ohio has determined that Palmco will stop servicing the account 9/**/2017. Although this was a legitimate enrollment, we understand that [redacted] and [redacted] are currently under financial stress.  We have attempted to follow up with [redacted] by phone several times, but have been unable to speak with her in regards to her concerns.  Nonetheless, as a show of good will, we will be issuing a rerate of their final two electric bills.  This has the result of effectively returning their electric account to the utility’s standard service in June 2017.  This adjustment will be issued to their electric utility, and should be reflected on an upcoming bill. If [redacted] has any further concerns, she can feel free to reach out to our Customer Service department by phone or email. Thank you.

Hello [redacted] and the Revdex.com,   Regarding MD Revdex.com case # [redacted]   RESULTS In response to this complaint, we will not be reaching out to [redacted]. We recently spoke with [redacted] on 2/**/2016 after she had filed this complaint, but before our receipt of the...

complaint and were able to resolve her concerns.   BACKGROUND INFORMATION Prior to filing this complaint, [redacted]’s electric account was enrolled in PALMco’s service on 3/**/2015. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding her enrollment, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted] electric account on 5/**/2015.   We spoke with [redacted] on **/**/2015 in regards to her account. We advised [redacted] that she agreed to a variable rate with no guarantee of savings when she enrolled in PALMco’s service upon completion of a TPV recording. [redacted] requested the cancellation of her account which was processed promptly and without penalty. We advised [redacted] that it is per the determination of her utility, BGE, to schedule an end date on her account.  [redacted] requested we send a copy of the Terms and Conditions. We reminded [redacted] that the Terms and Conditions were sent to her in her welcome package upon enrollment.  [redacted] understood, thanked us, and the call was ended. Per the determination of BGE, [redacted]’s electric account stopped receiving PALMco’s service on 01/**/2016.   On 02/**/2016, we spoke to [redacted]  in regards to her account. We advised her that per the determination of BGE, her electric account stopped receiving PALMco’s service on 01/**/2016.  As a courtesy, we reviewed [redacted]’s account for potential credit. Upon review, we offered [redacted] a credit of $63.84 for billing cycles **/**/2015-1/**/2016, which would be mailed in the form of a check. [redacted] was satisfied with the credit, thanked us, and the call was ended.   On 2/**/2016 we spoke with [redacted]  regarding her account. [redacted] advised us she was not satisfied with our previous credit offer. As an additional courtesy, we offered to re-review her account for any additional credit(s). Upon review, we offered [redacted] a credit of $137.77 for billing cycles 11/**/2015-1/**/2016, which would be mailed in the form of a check.  This would void out our previous credit offer of $63.84, offered on 2/**/2016.  [redacted] accepted the credit, thanked us, and the call was ended.   Contrary to this compliant, [redacted]’s electric account was enrolled in PALMco’s service at a variable rate with no guarantee of savings, upon completion of a TPV Recording. Additionally, [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment.   We apologize to [redacted] for any displeasure she may have experienced. PALMco values all of our customers and does our best to provide quality service.   Please let us know if the Revdex.com would like any further information.   Thank you.   [redacted]

Regarding OH Revdex.com Case # [redacted]; [redacted] Palmco’s Customer Service staff has been in contact with [redacted] over the past week.  Most recently, a supervisor spoke with [redacted] on Thursday, 9/**, to help address her concerns.  We went over the terms of her...

enrollment from February 2017, in which she completed a verification call and indicated her acceptance and understanding of the terms of Palmco’s variable rate program, which does not guarantee a rate lower than the utility.  We advised [redacted] that her service with Palmco would be cancelled, with no fee for cancellation, and that end dates are established by her utility company, [redacted].  As a courtesy, we advised [redacted] that we would rerate any final bills she receives to that of the rate of her utility.  This has the effect of returning the customer to the utility’s standard rate prior to the date of her cancellation. We received a copy of [redacted]’s Revdex.com complaint on Tuesday, 9/**.  At this point, we have already addressed [redacted]’s concerns.  However, we will still follow up with [redacted] following the receipt of her final bills to ensure that she understands any adjustments which we will be applying to her account. Thank you.

Hello [redacted] and the Revdex.com,   Regarding case # [redacted]   RESULTS In response to this complaint, we attempted to contact [redacted] on 07/**/2015 and 07/**/2015 but were only able to leave messages. We will continue to reach out to [redacted] in...

hopes of reaching an amicable resolution to this matter.   BACKGROUND INFORMATION Prior to filing this complaint, [redacted]’s electric account was enrolled in PALMco’s service on 10/**/2014, upon completion of a TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding his enrollment, including the fact rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s electric account on 11/**/2014.   On 07/**/2015, after receiving PALMco’s service for more than seven months, we received a call from [redacted] in regards to his account. We reminded [redacted] that he enrolled his account in PALMco’s service at a variable rate plan with no guarantee of savings and that PALMco has no long term contract and no cancellation fees. [redacted] requested his account be cancelled. This request was processed promptly and without penalty. We advised [redacted] that it’s up to his utility, National Grid, to determine his service end date. As a courtesy, we offered to review [redacted]’s electric account for a potential courtesy credit. Upon review, we extended [redacted] a total courtesy credit of $22.52 towards his account for the billing period 04/**/2015 – 06/**/2015. We advised [redacted] that this courtesy credit would be applied to the supply portion of his bill as a credit. [redacted] understood, thanked us and the call was ended. Per the determination of National Grid, [redacted]’s electric account is scheduled to stop receiving PALMco’s service on 07/**/2015.   Contrary to this complaint, [redacted]’s electric account was enrolled in PALMco’s service at a variable rate with no guarantee of savings, upon completion of a TPV recording on 10/**/2014. Additionally, [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment.   We apologize to [redacted] for any displeasure he may have experienced due to the increases in his bills. PALMco values all of our customers and potential customers, and we do our best to provide quality service.   Please let us know if you would like any further information.   Thank you.

Hello Revdex.comRegarding ** Revdex.com case # [redacted] – [redacted]In response to this complaint, we attempted to contact [redacted] on 12/*/2016 and 12/*/2016 but were only able to leave messages. We want to work with [redacted] and satisfy her concerns, and invite her to contact our customer...

service line.Contrary to [redacted]’s complaint, PALMco does not fabricate verification recordings. [redacted]’s electric account was enrolled in PALMco’s service on 3/**/2015, upon completion of a TPV recording. After further speaking with [redacted] on 11/*/2016, we believe that we have a valid enrollment on file, in which [redacted] volunteered all of the requisite information and answered all verification prompts in the affirmative in order to enroll in PALMco’s service. [redacted]’s electric account has since been cancelled without penalty. Per the determination of National Grid, PALMco stopped servicing [redacted]’s account on 11/*/2016.We apologize to [redacted] for any inconvenience she may have experienced. PALMco values all of our customers and we do our best to provide quality service. Please let us know if the Revdex.com would like any further information.Thank you.

Regarding OH Revdex.com case # [redacted] – [redacted]   RESULTS In response to this complaint, we attempted to follow up with [redacted] on 11/**/2016 and 11/**/2016, but were only able to leave messages. [redacted]’s gas account is currently receiving PALMco’s variable rate service, with...

an introductory rate guaranteed for his first three billing cycles. We’d like to apologize to [redacted] for any inconvenience he may have experienced. PALMco holds customer satisfaction in high regards, and we look forward to speaking with [redacted] in an attempt to reach an amicable resolution to this matter.   BACKGROUND INFORMATION [redacted]’s gas account was enrolled in PALMco’s service on 10/**/2016, upon completion of a TPV recording. A welcome packet was then sent to [redacted] that detailed the terms of his enrollment, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s gas account on 11/*/2016.   Shortly after his enrollment, [redacted] spoke with our customer service line on two occasions in early November. In both of these conversations, he requested that his start date with PALMco be changed to December [redacted]. On both occasions, [redacted] was advised that PALMco does not control the service start date, and encouraged him to contact his utility, Columbia Gas of Ohio.   Once an enrollment is submitted, PALMco does not have the ability to set or adjust the service start date. Columbia Gas of Ohio is responsible for determining meter read dates and supply service start and end dates for their customers. As required in the state of Ohio, PALMco did provide [redacted] an estimated start date on the TPV recording he completed to enroll his account in our service. [redacted]’s enrollment was processed and an enrollment request was then submitted to his utility. As explained on the TPV recording [redacted] completed, the utility company is responsible for determining a customer’s service start date. The full wording of the prompt, which [redacted] agreed to, is as follows:   “The estimated start date of PALMco’s supply service will be December [redacted], 2016. Columbia Gas of Ohio will determine PALMco’s supply service start date. PALMco’s contract will automatically renew on a month-to-month basis unless either you or PALMco choose to cancel. Do you agree?”   Please let us know if the Revdex.com would like any further information.   Thank you.   Compliance[redacted]

Hello [redacted] and the Revdex.com, Regarding MA Revdex.com case # [redacted] On 12/*/2016, [redacted] signed a supply agreement and completed a TPV recording to enroll his electric account in PALMco’s service. However, just minutes after signing up, [redacted] contacted our customer...

service line to cancel the enrollment. [redacted] also voiced some concerns regarding his interaction with the sales representative, and we advised [redacted] that we would investigate the representative in question. We further advised [redacted] that we would honor his request to cancel his pending enrollment. [redacted]’s pending enrollment was cancelled promptly and without penalty, and his account will not be serviced by PALMco. PALMco requires a signed agreement and TPV recording to ensure that customers understand the terms of our service, as well as ensuring that they are voluntarily choosing to enroll in our supply service. Additionally, sales agents are required to wear PALMco branded items, identifying themselves as being from PALMco and reducing the risk for the type of confusion described in this complaint. PALMco also covers this information within our verification call. During his TPV recording, [redacted] specifically listed a number of items worn by the sales representative that identified him as a PALMco representative. However, [redacted] has voiced a number of concerns regarding his visit, and we take these concerns seriously. PALMco values all of our customers and potential customers, and we’d like to apologize to [redacted] for any inconvenience he may have experienced. We invite [redacted] to contact our customer service line if he would like to further discuss this matter. The behavior alleged in this complaint is completely against PALMco policy. Although the agent in question does not have a history of similar allegations, PALMco is investigating the matter and will address these concerns with the agent. Our Sales Channel Manager conducts on-site training and will be meeting with this agent and his team this week, at which time they will address the behavior alleged in this complaint. Please let us know if the Revdex.com would like any further information. Thank you.

Regarding case # [redacted]; [redacted] RESULTSIn response to this complaint, we attempted to reach [redacted] on 05/**/2015 and 05/**/2015 but were only able to leave messages. We will continue to reach out to [redacted] until an amicable resolution has been reached. BACKGROUND INFORMATIONPrior...

to filing this complaint, [redacted]’s gas and electric accounts were enrolled in PALMco’s service on 09/**/2014, upon completion of a supply agreement. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding her enrollment, including the fact rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s gas account on 12/**/2014 and her electric account on 11/**/2014. On 05/**/2015, after receiving PALMco’s service for more than six months, we received inbound cancellation requests for [redacted]’s accounts from her utility, [redacted]. Those requests were processed promptly and without penalties. Per the determination of [redacted], [redacted]’s gas account is scheduled to stop receiving PALMco’s service on 07/**/2015 and her electric account is scheduled to stop receiving PALMco’s service on 06/**/2015. On 05/**/2015, we received a call from [redacted] for the first time since PALMco began servicing her accounts. We reminded [redacted] that she enrolled her accounts in PALMco’s service at a variable rate with no guarantee of savings upon completion of a supply agreement on **/**/2014. We also reminded [redacted], per the determination of [redacted], her gas account is scheduled to stop receiving PALMco’s service on 07/**/2015 and her electric account on 06/**/2015. As a courtesy, although not customary for cancelled accounts, we offered to review [redacted]’s accounts for a potential courtesy credit. Upon review, we extended [redacted] a total courtesy credit of $45.84 towards her accounts and a $50.00 [redacted] gift card but [redacted] didn’t accept our offer, and instead requested to speak with a supervisor. We advised [redacted] that all of our supervisors were busy at the moment and one would return her call in the order in which it was received. A short while after, one of our supervisors returned [redacted]’s call but during their conversation, [redacted] informed them that she was busy and will call our office back and the call was ended. Shortly after, we received this complaint. Contrary to this complaint, neither PALMco nor our representatives misrepresent or mislead our customers. [redacted] agreed to a variable rate with no guarantee of savings when she enrolled in PALMco’s service upon completion of a supply agreement on **/**/2014. Additionally, [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment. We apologize to [redacted] for any inconvenience she may have experienced due to the increases in her bills. PALMco values all of our customers and potential customers, and we do our best to provide quality service. Please let us know if you would like any further information. Thank you.Compliance

Hello Revdex.comRegarding PA Revdex.com case [redacted] – [redacted]RESULTSIn response to this complaint, we spoke with [redacted] on 9/**/2016. As a courtesy, we offered to review [redacted] account for a potential credit. Upon review, we offered [redacted] a courtesy credit in the amount of $95.92...

toward his account for the billing cycles of 7/**/2016 – 9/*/2016, which will be sent in the form of a check. [redacted] accepted the offer, thanked us, and the call was ended.BACKGROUND INFORMATION[redacted] gas and electric accounts were enrolled in PALMco’s service on 3/10/2016, upon completion of a supply agreement and TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding his enrollment, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted]s gas and electric account on 3/**/2016.On 9/*/2016, we received an inbound cancellation request from [redacted] utility, PECO. This request was processed promptly and without penalty. Per the determination of PECO, PALMco is scheduled to stop servicing [redacted] electric account on 9/**/2016, and his gas account on 10/*/2016.[redacted] was charged according to the terms he agreed to when enrolling in PALMco’s supply service. [redacted] agreed to a variable rate with no guarantee of savings, which is clearly stated in both the agreement and TPV he completed. [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment. We apologize to [redacted] for any inconvenience he may have experienced. PALMco values all of our customers and we do our best to provide quality service. However, in regards to his concerns of being unable to reach our customer service line, we have had no recent reported issues with our phone lines, and customers have not complained about being able to reach us. Prior to receiving this complaint, we had no contact with [redacted] during the time he was receiving PALMco’s service, and have no record of any inbound phone calls from the phone number he has provided. Please let us know if the Revdex.com would like any further information.Thank you. Compliance [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becau
I am not disputing their right to raise my rate to whatever rate they choose to raise it. I asked them why my rate had increased 300 percent from fair market rates. To which they would not give me any response other than what was agreed upon in the contract. My concern was I was not given any notice of the huge rate increase. I believe their actions were morally and ethically wrong and their should be laws to protect consumers from these business practice. I would argue the credit they offered would not have even covered half of the huge increase they charged me and would not have protected me from any future huge rate increases. 
 Thank You
 [redacted]
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted] and [redacted],   Regarding Case# [redacted]   RESULTS In response to this complaint, we spoke with [redacted] on 08/**/2015. We apologized to [redacted] for any inconvenience she may have experienced and advised her that the alleged actions of the...

representative in question are 100% against PALMco policy and training. We advised [redacted] that we have a zero tolerance policy for the kind of behavior she described and will investigate and discipline accordingly. We also informed [redacted] that we have placed her on our Internal Do Not Knock list. [redacted] thanked us and the call was ended.   BACKGROUND INFORMATION Prior to filing this complaint, [redacted]’s electric account was enrolled in PALMco’s service on 08/**/2015 upon completion of a supply agreement signed by [redacted]. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding her enrollment, including the fact rates are variable and savings are not guaranteed. PALMco was scheduled to begin servicing [redacted]’s electric account on 09/**/2015.   On 08/**/2015, we received an inbound cancellation request from [redacted]’s utility, [redacted]. This request was processed promptly and without penalty. Per the determination of [redacted] will not receive service from PALMco. [redacted]’s electric account is scheduled to stop receiving PALMco’s service on the same date it was scheduled to begin, 09/**/2015.   Prior to receiving this complaint, we had no contact with [redacted] following her enrollment in PALMco’s service.   The alleged actions of the representative in question are 100% against PALMco’s policy and training. PALMco has a zero tolerance policy for the kind of behavior [redacted] described and will investigate and discipline the representative accordingly. We apologize to [redacted] for any inconvenience she may have experienced. PALMco values all of our customers and potential customers, and we do our best to provide quality service.   Please let us know if the Revdex.com would like any further information.   Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I received a phone call about a letter being mailed to me about the complaint and it was stated to me from a representative that in November some agreement will be made.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Regarding case # [redacted] RESULTSIn response to this rebuttal, we spoke with [redacted] on 6/**/2015. We offered to review [redacted]’s account for a potential courtesy credit.  Upon review, we offered [redacted] a courtesy credit of $150.16 for her gas and electric accounts for the billing period of 3/*/2015 to 6/*/2015, which will be sent in the form of a check, and which will void out the previous credit of $92.02 offered on 5/**/2015.  In addition, we will be sending [redacted] $75.00 worth of [redacted] Gift Cards.  [redacted] accepted our offer, thanked us, and the call was ended. We apologize to [redacted] if she had an unsatisfactory interaction with our sales representative. PALMco values all our customers and potential customers, and do our best to provide quality service. Please let us know if you would like any further information. Thank you. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Sir/Madam,This is to bring in to your notice , I am open to resolve the issue with PalmCo, but on reasonable terms. First of all, it is un-lawful, to increase the rates by three times, and that could have been ten times also. There is no regulation on RATE increase? Although at the time on enrollment  (change from [redacted] to PALMco) , their representative assured me that the rates will be competitive. That is why I opted for PALMco that time. Now, I would like to get my full and final credit back from PALMco for increased rates.Also, RATEs could not be increased without any notification to CUSTOMER. This is also not lawful.Please look into this matter to resolve appropriately.
Thanks & Regards,[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]