Hiko Energy

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

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Upon thorough review of the enrollment, the offer was a variable rate with savings over the course of the yearHIKO would provide the customer a free month of service by reimbursing the supply portion for the bill from the month of the customer’s choiceAlthough the account was on a variable rate, we kept our rates lower than the utility’s supply rates for most of the yearWe do try to keep our rates as competitive as possible, however this is still a variable rate and there will be times we can be higher or equal to the utility company’s rateThe rates fluctuates daily based on the movement of the wholesale energy market and can also increase at any moment without notice
Unfortunately during this harsh winter the cost of energy skyrocketed, causing our rates to increase as wellThe cold affected electricity generation systems, particularly natural gas, in the Mid-Atlantic and the Northeast such that supply weakened and prices went over roof, catching many homeowners and business by surpriseBecause of this recent rate increase, HIKO has been experiencing extremely high call volume during the time period the customer tried to tried to reach us
The customer stated her last month’s bill was $1,which does not add up to HIKO’s gas and electric supply chargesThis is an indication of pass due balances of more than one month plus the utility’s delivery charges added in the amountAs per the immediate cancelation of the accounts HIKO energy does not control the service end datesThe account were submitted for cancelation on 03/**/but PSEG still determines the dates they will take the account back for the supply ServiceWe reached out to the customer with our resolution

Revdex.com:
I'd like to point out that Hiko called me once (not multiple times) and I called back within an hour or twoBut once again, I could not get throughI couldn't leave a voice mail either because their mailbox was fullOver the past weeks, I still have yet to get through to their "customer support" which leads me to believe that they do not have a customer support department
In regard to their variable rate, maybe they should better educate their sales associates because he explained to me that I'd be saving some money each monthThe email I received from HIKO still didn't explain what my rate was for the month of February - which is my right to know - and since it's not ever on the bill, I'm left having to speculate.
The dollars they are sending does not cover all of my losses, but I have worked with PSEG to get off of HIKO's servicesUnfortunately though, I'm unable to leave until early AprilI'll settle for now, but I'm curious to see what my remaining bills will be, as their "variable rate" plan seems like a complete hoax and I regret ever signing up with this awful company.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

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Good Afternoon,
This customer enrolled his account on our monthly variable rate plan in September of Although he was on a variable rate, we kept our rates lower than the utility’s supply rates for most of the yearDuring this past winter, however, the cost of energy skyrocketed, causing our rates to increase as wellAs stated in our Terms and Conditions, our variable rate is based on the market, cost, supply and demand, and other determining factors
On 04/**/14, we contacted the customer and informed him of the variable rate plan and the rate increaseAlso we confirmed that his electricity account will be cancelled as of 04/**/and the natural gas account will be cancelled as of 06/**/with out any penalty
Additionally, as a one-time courtesy a refund has been issued to this customer
A copy of this resolution has been sent to this customer
Thank you

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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
Upon thorough review of the enrollment, The accounts were enrolled 03/***/through our telemarketing staffThe Third Party Verification recording indicates that the complainant’s partner Victor Jaquez enrolled the accounts stating he was authorized to do the enrollmentPESG and HIKO notified the customer by mail of the start dates in case the customer wants to rescind the agreementOn 01/**/at 5:PM *** *** called our customer service department to cancel both accountsShe was explained the cancelation process and was given the cancelation Tracking Numbers ***
The enrollment offer was variable rate which fluctuates based on current market conditionsThe offer also included one free month of energy supply after months of servicesBecause this winter we’ve seen some of the harshest weather in yearsThe 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 surpriseBecause 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 refundA 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 ###-###-####

The customer voluntarily choose to enroll the account disregarding the disclaimer.
Unfortunately, a variable rate fluctuates daily based on the movement of the wholesale energy marketThe rate can increase at any moment without noticeWe feel that we have been compliant and at this point there is nothing further that we can offer this customer

HIKO has made several attempts to contact the customer to discuss and resolve her issues - customer has not responded

At this time, I have been contacted directly by Hiko Energy LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
"">They acknowledge that their rates are incorrect on the energizect website. However, they have made no efforts to correct them. They are utilizing this inaccuracy to their advantage and thus creating a bait and switch scam.
HIKO allows customers to sign up for their program, but never notify the consumer as to what their actual rates are. Then they claim the bad winter forced the rates to go up. However, they completely fail to inform customers what they will be charged. How is that legal? Are they not under a legal obligation to inform customers of the rates they will be charged?
I never received any communication from HIKO, whatsoever. They never told me that they were going to charge me per kwh. If they had fulfilled this obligation, I would obviously never have signed up with them. I did not agree to paying per kwh. They charged me this rate without my knowledge or consent.
Is HIKO just hoping that consumers will never speak up and complain about the rates and just pay them? Totally unaccpetable! Once again, they charged me this rate without my knowledge or consent. I am completely unsatisfied with their response and demand that I be refunded my money or be given a full credit for the amount they illegally charged me.
?Sincerely,
*** ***

Revdex.com:
At this time, I have not been contacted by Hiko Energy LLC regarding complaint ***
I have attached my original letter from HIKO Energy as to the terms of my agreement when service began, in hopes that
it will be emphasised to HIKO that they are in breach of our agreement
As of my last bill I have been overcharged a minimum of $by HIKO from the months of Jan-Mar
What follows below is my cancellation letter to HIKO sent on 03/**/via email
This is to inform you, Hiko Energy, that I am
cancelling my electric service, account #***, with you effective
immediately. Unfortunately, I have no choice but to terminate my service
with you because for the last months you have billed my electric rate far
above the contractual rate that you guaranteed me when I first started my
service with you and referenced in a letter you sent me in October My
electric rate is supposed to be 1%-7% lower than my local provider, PPL, rate
In the
months of January, February, and March of you have charged me cents
per kwh, cents per kwh, and cents per kwh respectivelyPPL's electric
usage rate has remained at cents per kwh during these three billing
cycles which is far less than the rate Hiko Energy has charged me
Additionally,
I have attempted to rectify this situation, my disputed rate charges, and bills
on several occasions with you since February **, After I received no
help, rate change or bill adjustment from you I was forced to contact the
Revdex.com on February **, I filed a complaint with them at
that timeYou failed to answer both the complaint from the Revdex.com and my repeated
phone calls to your Customer service DepartmentOn March **, 2014, I contacted
the PUC concerning my bills, your excessive rate charges, and your failure to
address and resolve this matterI opened a claim with the PUC against Hiko at
that timeAlso, on March **, I once again contacted your Customer
Service department in the hopes of resolving this matterI did finally speak
to a ***, *** *** #**, and was assured that I would hear from
someone immediately to discuss the excessive kwh rates you have charged me in
direct contradiction to the contractual letter you sent me in October It is over a week later and I
still have not heard from anyone at your company
Yesterday I received my March bill from youAgain, the kwh rate of cents was far
above your quoted rate and was much higher than PPL's rate of cents per
kwhSince you have not attempted to rectify this situation, adjust the kwh
rate you have charged me, or modify my bill to your promised lower rate than my
local provider, PPL, I am left with no choice but to terminate you as my
electric provider
I am also requesting that you immediately adjust my electric rate bill to my
promised rate of % to 7% lower than PPL's rate for the months of January,
February, and March billsMy recalculated bill needs to be sent to
me immediately
***
***

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Good Afternoon,
This customer enrolled on a monthly variable rate in November During the winter, however, the cost of energy skyrocketed, causing our rates to increase as wellAs 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 volumeBecause customers were having difficulty reaching our Customer Service Department, we expanded our CSD over the past few weeksWe have representatives working around the clock to respond to all customer calls, messages, and inquiries
Part of the cancellation process is determined by the dates that the utility company gives the suppliersWhen Hiko submits a cancellation request, the utility company in turn provides the date that they (PSEG) will supply the customer’s accountThis date becomes the cancellation date for the supplier
This customer's electricity account has been cancelled as of 03/**/and the gas account will be cancelled as of 04/**/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

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Upon thorough review of the enrollment, the customer enrolled on variable rate based on current market conditions, which continuously fluctuatesThe offer is a variable rate with savings over the course of one year plus one free month of energy supply after months of servicesAlthough we can't guarantee savings every month, it is always our intention to do soThere will be times we can be higher or equal to the utility company’s rateAs you know, this winter we’ve seen some of the harshest weather in yearsThe 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 surpriseBecause we only offer variable rates, our rates went up to reflect our costBoth accounts were canceled and went back to the utility companyWe reached out to customer with our resolution

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

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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
The customer voluntary enrolled on a variable rate plan and can cancel any time without any termination chargesUnfortunately, due to the big increase in the cost of the energy, our rate has gone upAlthough we can't guarantee savings, it is always our intention to do soOn a variable rate there will be times we can be higher or equal to the utility company’s rateThe variable rate is determined by HIKO Energy, based on numerous key factors, including current market conditions and climateThe account has been cancelled and return to the utility on 03/**/
We reached out to customer by email with our final resolution

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Regarding our offers and rates, HIKO does try to stay as competitive as possibleThe rate that we offer is a variable rate with savings up to 10% over the course of one yearUnfortunately, because of the extreme weather and other determining factors, the cost of electricity and natural gas skyrocketed this winterBecause we only offer variable rates, our rates went up to reflect our costAlthough we can't guarantee savings, it is always our intention to do soThe customer has been with Hiko for months and out our rates have been lower than utility’s posted price to compare ratesWe also saw that utility’s meter reading for February and March of 2014, the customer consumed an average of 3,kWh per month compared to prior months when he was only using an average of 1,kWh per month
Unfortunately, because the cost of electricity and natural gas skyrocketed this winter our cost went up and we will not be able do a rate adjustment
If the customer has any further questions or comments regarding this matter, the customer could reach us at *** or contact our Customer Service Department at ***

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

Customer enrolled in March on a Standard Variable Ratewith first month guaranteed savings and 12th Month Free program.HIKO has a valid contract and valid TPVCustomer was sent terms and conditionsreflecting the offerThe contract, TPV and terms and conditions clearlyreflect the one month
savings guarantee and a Variable rate thereafter.The customer first contacted HIKO on 6/**/via email tocomplain about her rates and request a cancellationA response email was sentto the customer the same day and a cancellation request was submitted to theutility on 6/**/HIKO does not show any history of calls coming in to theCall Center from this customer nor any additional email(s)A copy of the emailcommunication is included below: Incoming email from Customer : * ** *** ** *** *** *** ** *** *** *** ** *** *** *** *** *** *** * *** ** *** *** *** *** ** *** ** *** *** ** ** ***
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*** *** *** ** *** * Thank you for contacting HIKO Energy, in looking over your complaint, Our offer was for 3% off the Utility rate for the first month then a variable rate thereafter, the cost of electric has risen this current month, but we do expect it to go back down, This contract is a month to month contract with no penalty for cancellationWe also offer the Free Month, you can send in this bill after months of active service and you will get a refund for the HIKO Portion of this bill. Thank you for contacting HIKO Energy ,Customer Service Supervisor The actual date of cancellation is beyond HIKO’s control andwhile the cancellation was submitted within the required timeframe, thecustomer’s final read was 7/**The customer will not be charged a cancellationfee.The complaint includes a statement by the customer that **
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***”These allegations appear to be unfounded as only one emailcommunication was received as mentioned above

We have reviewed the customers rebuttal and will honor the requestWe will reached out to the customer with the details of our resolution

In regard to the complaint filed by *** *** please see our position below
I spoke with the customer today, this issue has been resolvedThe customer has accepted a settlement as a final resolution to this complaint

We have tried to come to a settlement and explain the terms of his enrollment but the customer will not accept our responseAt this point there is nothing further that we can offer this customer

At this time, I have been contacted directly by Hiko Energy LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
"margin: 0in 0in 10pt;" class="MsoNormal">Hiko finally sent me an email in response to my own to them They said I would not be hearing from them again since I had filed a complaint with you, the Revdex.com Please see the attached email document[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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