Hiko Energy

On April **, 2014 we sent our resolution to the customer which the customer accepted. The customer emailed us back responding to the following:
From: [redacted]
Sent: Tuesday, April [redacted], 2014 7:59 PM
To: [redacted]
Subject: Re: Revdex.com Complaint ID: [redacted]
Dear [redacted]. Thank you so much for that detailed explanation. I'm glad that this matter will now be resolved. Thank you for you help. I greatly appreciate it.
Sincerely
[redacted]

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Our call volume has drastically increased recently, but to ensure that customers are able to reach us, we have doubled our Customer Service staff this week.
The rate that we offer is a variable rate with savings over the course of one year plus one free month of energy supply after 12 months of services. Unfortunately, because of the extreme weather and other determining factors, the cost of electricity and natural gas skyrocketed this winter. Because we only offer variable rates, our rates went up to reflect our cost. The customer emailed Hiko 03/**/2014 and we responded that same day informing that the cancelation request was processed. Cancelation Tracking Numbers =electric [redacted], gas [redacted]. We also did a one-time courtesy rate adjustment.

The business has responded, please read below.
In regards to the complaint filed by [redacted], please see our position below. 
I spoke with this customer earlier today in regards to their account with HIKO and this Revdex.com complaint. The customers account...

has been canceled without penalty and the customer will be receiving a refund for one month of supply charges as part of our current promotion. 
If you have any other questions or concerns please contact HIKO customer service at ###-###-####.

On June *, 2015, my home was visited by representatives of HIKO Energy. The sell was that my utility costs would decrease, and at the end of 12 months I would receive a check for the highest cost. This seemed to be a win, win, I signed the paperwork. Recently in my efforts to better manage expenses I created an excel spreadsheet to track utility expenses. While in paying the bill I did not pay attention to the cost, however in tracking my utility costs I have identified my costs has doubled the previous. Example the amount paid August 2014 $147.77, August 2015 I paid with HIKO was $295.54, this has been since July 2015. When I contacted HIKO I was told that my usage was much higher, in researching bills my usage has decreased. Then I was later told by a representative that the rates are variable. While I did not read the terms of the agreement, based on the sell of savings I signed up. In educating myself more on this company, the overall reviews are BAD. I have reached out to the [redacted], Revdex.com, and my next step will be local news media. I am looking to receive compensation for the excessive costs that were not anticipated, based on the sale of what I feel was a BOGUS pitch.

Good Morning,
We received the rebuttal from this customer.
In the original complaint resolution letter sent to this customer, [redacted] was informed of the amount of the refund check. She was also informed that she will receive this check within 2-4 weeks time.
As per this customer being unaware of having Hiko Energy on her bill, this customer enrolled via a signed contract on November **, 2013. on the supply section of her PSEG bill, Hiko Energy is stated as being her supplier.
Thank you.

This customer filed the same complaint with the Pa. Attorney General. We have done everything in our power to settle this with the customer. We feel that we have been compliant and at this point there is nothing further that we can offer this customer.
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]
 They do not address that they TRIPLED the electricity rate in month #7. I still want a refund for the overcharging in both has and electricity in February and March (still have not received the bill).
 
 
 
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. The enrollment offer was variable rate which fluctuates based on current market conditions and 8 out the 10 months Hiko’s rates were lower than the utility’s posted rates. 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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Upon thorough review of the account we did not find any records indicating the customer called Hiko to cancel the gas account. And as per our rates, because the cost of electricity and natural gas skyrocketed this winter our cost went up. The account and went back to the utility 01/**/2014. We have done a courtesy rate adjustment to match PSE&G’s posted rates and refund the customer the difference. An email was sent to the customer with the details of the resolution.

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.
Evven tho I feel they should payback all of which was charged not a portion such as the one offered.
[redacted]

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Our call volume had drastically increased during the period the customer tried to contact us, but to ensure that customers are able to reach us, we have doubled our Customer Service staff.
The customer enrolled on variable rate based on current market conditions, which continuously fluctuates. The offer is a variable rate with savings over the course of one year plus one free month of energy supply after 12 months of services. Although we can't guarantee savings every month, it is always our intention to do so. There will be times we can be higher or equal to the utility company’s rate. As you know, 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. Upon thorough review of the gas account we notice a jump in the customer’s usage for the month in question. The customer was averaged from 11/**/2013 to 2/**/2014 32 therms of gas per month an d for the month in question 2/**/2014 to 3/**/2014 the usage jumped to 406 therms. If the customer feels the usage of 406 therms is inaccurate she should call PESG and request the meter re-read. We reached out to customer with our resolution.

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:

You really done nothing to resolve your bad judgements and errors. Now anytime I can I will choose different airline. United has really bad business practices.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
At this time, I have not been contacted by Hiko Energy LLC regarding complaint ID [redacted].
Sincerely,
[redacted]

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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. Hiko Energy offered up to 10% savings over the course of one year plus one free month of energy supply after 12 months of services. Because we only offer variable rates the rates went up to reflect our cost. Upon thorough review of the customer’s account, 8 out the 10 months Hiko’s rates were lower than the utility’s posted rates. We will reached out to customer by email with our final resolution.

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The customer file 2 duplicate complaint ID: [redacted]and [redacted]
Our response was the following: The accounts were enrolled 03/**/2013 through our telemarketing staff. The Third Party Verification recording indicates that the complainant’s partner [redacted] enrolled the accounts stating he was authorized to do the enrollment. PESG and HIKO notified the customer by mail of the start dates in case the customer wants to rescind the agreement. On 01/**/2014 at 5:48 PM [redacted] called our customer service department to cancel both accounts. She was explained the cancelation process and was given the cancelation Tracking Numbers [redacted].
The enrollment offer was a variable rate which fluctuates based on current market conditions. The offer also included one free month of energy supply after 12 months of services. 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 terms and conditions of the enrollment we will not be able to honor the request of a refund. A copy of the Third Party Verification recording is available if the customer wish to listen to the enrollment offer by calling our Customer Service Department at ###-###-####.

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]
 They are lying because I have spoken with them when they have called! I still have their incoming calls on my caller ID. Why would I not answer to resolve this issue??? Makes no sense what they are saying. I have spoken with several people and they told me flat out that they couldn't compensate me in any way. As I have mentioned before I had asked for proof of signature that I signed up for the service and they said they didn't have any. That's because I never signed up for it!!! They are nothing but a scam and if you look on the internet you will see a lot of complaints. So I'm being charged for something but I never signed up for it???? Show me the proof but you have none!! If you were an honorable company you would refund me all those charges from years passed! How can you be so dishonest and start charging someone when they never signed up for your services??? I hope your shut down!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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The customer enrolled on a variable rate plan with two of HIKO’s incentives, Savings up to 7% over the course of one year and 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. We reached out to customer by email with our final resolution.

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]

At this time, I have been contacted directly by Hiko Energy LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
The business contacted me on Thursday by email only and I still have to pay another month of their service the savings they talked about did not come close to what I have to pay in the last 2 months 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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The customer enrolled on a monthly variable rate in July 2013. Although he was on a variable rate, we kept our rates lower than the utility’s supply rates for most of the year. During the winter, however, the cost of energy skyrocketed, causing our rates to increase as well. As stated in our Terms and Conditions, our variable rate is based on the market, cost, supply and demand, and other determining factors. 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 reached out to customer with our resolution.