Hiko Energy

In regard to the complaint filed by [redacted], please see our position below.
The customer is stating that an additional refund is owed after receiving a one-time courtesy refund. Customer states that the account was not canceled in a reasonable time frame. Customer states they could...

not get in contact with HIKO. Customer states they had been on a budget plan with the utility prior to enrollment with HIKO. 
This customer enrolled on HIKO’s variable rate in April 2013. We received a request from the customer to cancel the account within the seven day cancellation period. Although we only offer a variable rate, HIKO rates were lower than the utility’s supply rates for the duration of the enrollment. As a courtesy, a refund was offered and accepted by the customer on 10/**/13 as a settlement of this issue. 
The utility company was contacted in regards to the customers budget billing plan. The utility company advised " Third party supply charges are never included in our Equal Payment Plan amounts, they are a separate charge." The customer was advised to contact the utility company directly to get further explanation into this issue. Customer was also advised that the utility would re-rate and adjust her billing due to this error. 
The customer advised they could not reach HIKO.
Because of this recent rate increase, HIKO has been experiencing extremely high call volume. Because customers were having difficulty reaching our Customer Service Department, we expanded our CSD over the past few weeks. We have representatives working around the clock to respond to all customer calls, messages, and inquiries. 
We feel we have been compliant with the enrollment and at this point there is nothing further that we can offer this customer.

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Good Afternoon,
This customer enrolled on a monthly variable rate with no guaranteed savings. This was confirmed in the TPV recording and welcome packet.
We are doing a courtesy adjustment for this customer and will send her the refund that she requested of $158.00.
This account has been cancelled without penalty.

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Good Afternoon,
This customer enrolled with HIKO’s monthly variable rate with two of HIKO’s incentives – six months of guaranteed savings and one free month of energy supply after 12 months of service. We evaluated his billing history and found that each month, for six months, we were lower than his utility's price to compare. This current bill is this customer’s ninth bill.
As stated in customer’s contract, after six months of guaranteed savings, the rate will automatically roll over to a regular variable rate with no guaranteed savings.
Therefore, this customer is fully responsible for the full payment of this bill and no rate adjustments will be done.
Part of the cancellation process is determined by the dates that the utility company gives the suppliers. When Hiko submits a cancellation request, the utility company in turn provides the date that they (PSEG) will supply the customer’s account. This date becomes the cancellation date for the supplier.
This customer's electricity account has been cancelled as of 03/**/14 and the gas account will be cancelled as of 05/**/14 with out penalty.
A copy of this resolution has been sent to this customer.
Thank you.

This customer sent a rebuttal to our resolution, however we do not feel that we are required to do anything further to satisfy this customer.

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

company has finally responded to my complaints via email and have said they will forward the information to the billing department, they are going to adjust the rate to be 5% less than the utility company’s rate until my account has completely cancelled with [redacted]. As long as this resolution actually happens and the rates I have been/will be charged do change the matter will be resolved.  I will let you know when/if that happens.
[redacted]

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Upon thorough review of the enrollment, our records indicate the enrollment was a Web Sign Up through [redacted], meaning the enrollment was done through the internet sometime in February 2014. Through Web Sign Ups the person enrolling the account is required to enter information that only appears on the account holder’s utility bill, in addition to a valid email address. In this case the email that was provided was [redacted] which has the same last name of the customer. As an extra layer of protection customers are notified by mail through the utility notifying the service date. This notification allows customers to cancel the enrollment before the service begins.
As per energizect.com, many of the rates advertised on that website are not up to date. The webpage has a Disclaimer which informs customers of the following information: “The offer information on this website is provided solely for educational and informational purposes and may not represent a complete and/or accurate listing of all offers in the Connecticut marketplace. As with any contract, you should call individual suppliers to confirm offers, terms, and conditions before enrolling.”
HIKO’s offer is a variable rate based on current market conditions, which continuously fluctuates. There could be savings over the course of one year plus one free month of energy supply after 12 months of services. There will be times we can be higher or equal to the utility company’s rate. Regretfully because this winter we’ve seen some of the harshest weather in years. The cold affected electricity generation systems, particularly natural gas, in the Mid-Atlantic and the Northeast such that supply weakened and prices skyrocketed. Because we only offer variable rates, our rates went up to reflect our cost. Unfortunately, because we feel that we have been compliant we will not be able to do a rate adjustment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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Upon thorough review of the enrollment, The customer enrolled 04/**/2012 and the offer is a variable rate with savings over the course of one year. On this rate there will be times we can be higher or equal to the utility company’s rate. Our rates have been competitive in the pass but because this winter we’ve seen some of the harshest weather in years. The cold affected electricity generation systems, particularly natural gas, in the Mid-Atlantic and the Northeast such that supply weakened and prices skyrocketed, catching many homeowners and business by surprise. Because we only offer variable rates, our rates went up to reflect our cost. Unfortunately, because we feel that we have been compliant with the variable rate offer we will not be able to honor the request of a refund.

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

[Your Answer Here]
 HIKO Energy is continuing to maliciously provide false information. They listed 3 steps that think they've taken to resolve the issue:
1. They state that I "agreed to enroll with HIKO's variable rate with 7% savings over the course of the year".
However, as per our signed Agreement: "HIKO Energy guaranteed savings: HIKO will be 1-7% lower than the utility's price for the first six months of service. Afterwards, it will be rolled onto a competitive, monthly variable rate". So according to the Agreement HIKO is obliged to provide 1-7% lower rate than PSE&G for the first 6 months, and only after 6 months roll onto variable rate.  
And nevertheless to say that their representative never mentioned this variable rates when he's come to my house to enroll me. He promised that the price will be always 1-7% less than my local utility.
2. They mention that "The account was cancelled without any termination fees".
I don't know why they consider it as a step towards to resolving my complaint because they have no legal rights to charge any fee. As per NJ Consumer Bill of Rights: "You may not be charged a fee to switch to or from a new supplier".
3. They said:"We sent this customer a one-time courtesy refund".
In the first 3 months of service HIKO charged me $545 comparing to PSE&G $245, which is 123% overcharge. My money loss in the first 3 months is $300, and I still have to stay with them for one more month. That's why one-time courtesy refund of $117 did not cover my losses.
This company overcharged me 123% in the first 3 months instead of providing 1-7% savings as per Agreement. This was well planned scam, as they sent their representative in October, on the perfect time to start service in December at the beginning of a coldest months knowing that I won't be able to switch back right away. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In regard to the complaint filed by [redacted], please see our position below.
This customer was enrolled with HIKO Energy on a variable rate plan. Although we only offer a variable rate, we have kept our rates lower than the utility’s supply rates for most of the...

year. As stated in our terms and conditions included in your welcome packet variable rates increase at any moment without notice because they are subject to market conditions, in that retail prices fall and rise due to supply and demand principles on a daily basis. 
Periods of extreme weather, such as this unusually cold winter can cause substantial price fluctuations. As opposed to a fixed rate contract where the rate will remain the same for a set period of time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[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:

I emailed [redacted] back after she contacted me and this was my response.
I thank you for taking the time to email me.  I need to add a few
corrections though to your email.  The lady that came to my door came in
late October or early November, that is when I signed up, not December.
 I was never given a copy of the contract
I signed or any paperwork as you say.  I called up in early November
about a week after I signed up and canceled. I talked to a lady named
[redacted].  At this point I was told the service would not be activated and
you would continue as normal with [redacted]. When
I talked to [redacted] this past Friday he said he would look into this as he
does not see any notes on my file.  I do appreciate the one time
courtesy refund but I feel that it is not enough as your rates for every
month were more, not just one month. I am not
denying that there is a supply cost but if we could work out the
difference that would be perfect for all parties.  The difference at
this point in time is 221.76 which would match what [redacted] would have
charged me for everything compared to your 389.04. This
way you keep a portion and I get back what I should have paid as I did
cancel.  I look forward to your response.
Best,
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

[They
contacted me by email, but did nothing to resolve the issue of last
bill: They promised competitive rates after initial six month period...
My utility company charged $0.37 per term for February gas bill they
charged $1.20 per term, with 343.299 terms usage they turned something
that should have been $129.55 charge (according to [redacted]) into
$398.23 charge, which is ridiculous, this is not a competitive rate. I
would like them to refund the difference.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

I have enrolled in dozens of electric plans since
deregulation began in Ct.
and am very familiar with the process of signing up with an energy supplier.
I stand by my claim that my account was slammed.  I did not supply HIKO Energy with any account
information, directly or indirectly, through any internet vehicle.
 
Every supplier that I’ve enrolled with in the past, has sent
a welcome package by e-mail that contains the terms and conditions of the plan
as well as the rate charged. This information is to be provided by the
supplier, not by the utility, as HIKO claims. I never had any correspondence
with anyone from HIKO regarding enrollment in an electric plan.
 
HIKO states that I enrolled through the [redacted]
website “sometime” in March 2014. Further,
HIKO has been able to pinpoint the date of my email complaint on April **, 2014
at 6:43 PM and that they responded back on April **, 2014 at 8:17 AM.  If HIKO can pinpoint the exact date and time
of my complaint and their response, then your claim of a “thorough review of
the enrollment” is clearly contradictory to your statement that I enrolled
“sometime” in March, 2014.  I ask that
HIKO please provide a copy of this completed enrollment form with the exact
date and time of my alleged enrollment.
 
HIKO also claims that the rate of 7.59 cents per kwh, as
advertised on [redacted], may be “out of date”. Every supplier that I have
dealt with in the past has honored the advertised rate on this website without
fail. If a department store in Ct.
advertised false or “out of date” prices they would be legally bound to honor
the advertised price. Otherwise this would be construed as false advertisement
or “bait and switch”.
 
I understand that, inevitably, I must pay for the
electricity that I used during the month that my account was slammed by HIKO.
All I ask is that I be charged the rate of 7.59 cents per kwh that is clearly
advertised on [redacted]   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Afternoon,
This customer enrolled on our monthly variable rate plan in November of 2013 via a sales agreement written contract. As stated in our Terms and Conditions, our variable rate is based on the market, cost, supply and demand, and other determining factors. However, during the winter, the cost of energy skyrocketed, causing our rates to increase as well.
Because of this recent rate increase, HIKO has been experiencing extremely high call volume. Because customers were having difficulty reaching our Customer Service Department, we expanded our CSD over the past few weeks. We have representatives working around the clock to respond to all customer calls, messages, and inquiries.
This customer's electricity account has been cancelled as of 03/**/14 and the gas account will be cancelled as of 04/[redacted]/14 with out any penalty.
As a one-time courtesy a rate adjustment will be sent to this customer.
A copy of this resolution has been sent to this customer.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[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:

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We received the rebuttal from this customer. We had explain that the website energizect.com is not own or maintained by HIKO. The Disclaimer clearly states may not represent a complete and/or accurate listing of all offers in the Connecticut marketplace. As with any contract, you should call individual suppliers to confirm offers, terms, and conditions before enrolling. The customer voluntarily choose to enroll the account disregarding the disclaimer. 
Unfortunately, a variable rate which fluctuates daily based on the movement of the wholesale energy market. The rate can increase at any moment without notice. We feel that we have been compliant and at this point there is nothing further that we can offer this customer.

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Good Afternoon,
This customer enrolled on our monthly variable rate plan in August of 2013. Although he was on a variable rate, we kept our rates lower than the utility’s supply rates for most of the year. As stated in our Terms and Conditions, our variable rate is based on the market, cost, supply and demand, and other determining factors. However, during the winter, the cost of energy skyrocketed, causing our rates to increase as well.
Because customers were having difficulty reaching our Customer Service Department, we expanded our CSD over the past few weeks. We have representatives working around the clock to respond to all customer calls, messages, and inquiries.
This customer's electricity account will be cancelled as of 04/**/14, without any penalty.
As a one-time courtesy a rate adjustment will be sent to the customer.
A copy of this resolution has been sent to this customer.
Thank you.

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The customer enrolled on a variable rate plan with two of HIKO’s incentives:
1. Savings up to 7% over the course of one year, and
2. One free month of energy supply after 12 months of services.
The rate that we offer is a variable rate. Unfortunately, due to the big increase in the cost of the energy, our rate has gone up. Although we can't guarantee savings every month, it is always our intention to do so. On a variable rate there will be times we can be higher or equal to the utility company’s rate. The variable rate is determined by HIKO Energy, based on numerous key factors, including current market conditions and climate
Because we understand the customer felt misled by the sales agent, we issued a one-time courtesy rate adjustment. The account has been cancelled without penalty.