Mobile Specialties

MPower's prices are set according the price at which the commodity is purchasedSome months our rates may be higher than the utility's ratesThis is the nature of competitive marketsOur savings are not guaranteedThe customer acknowledges that our customer service representative was receptive and helpful and issued a refund as requested$is an arbitrary amount that we cannot agree to refund but we will happily analyze his past charges and issue a refund for any difference in his favor based on the utility's rates for the corresponding periodsThis amount will be wired directly to Coned and applied to his account

The customer was speaking to a telemarketer - not to MPower Energy directlyThough agents are both required to respect a request for addition to the DNC and to report them, we often do not find out about their failure to do so until the issue is reported to us directlyThe customer's information has been added to our internal DNC list and the customer will not be contacted again in the future We do, however, request a grace period to allow all marketers to scrub their lists

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 repeatedly asked if this was regarding business that I currently have with them and they implied that they doUntil I made it clear that I understood they were scanning me then they hung up In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

In cases of this nature we are often unaware of the telemarketer's behavior until it is reported to us directlyWe do not permit our marketers to contact any number more that a total of times and requests for addition to our DNC list must be reported to the Compliance Department immediatelyWe do not condone or tolerate failure to abide by our regulations and the callers will be identifies and dismissed for disregarding a customer's requests to be added to the DNCThe number will now be added to our internal DNC list which will prevent all future contact

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: M Power knows perfectly well what kind of tele-marketing company they hired and my complaint is only one of 1,000'sThey are well aware of the tactics this outsourced third party and a canned answer from M-Power's PR department is insufficient to overcome the absolute rudeness these callers displayed on the phone with me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We have contacted the customer for more information on the offensive agent Of the team that went to her address on the week of the incident, only one agent remains with our company at this time We have had no complaints filed against him to date and we require the name of the individual in order to proceed with disciplinary action if he is the one she is reportingThe address has been added to our DNK list and will not be visited by our agents again in the future

The customer seems to have been dealing directly with the marketers until nowAlthough this does not excuse them from the requirement to report requests for addition to the ***, our Compliance Department has only become aware of this issue because of the complaint filedImmediate action has been taken to stop the calls The customer's information has been added to an internal [redacted] and [redacted] list which will stop all contact by our marketers

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.I would appreciate if all activities pertaining to my account has been closed Sincerely, [redacted] ***

MPower Energy's policies are in strict compliance with FTC and FCC telemarketing regulationsOur telemarketers are only permitted to call between the hours of 8am and 9pmCold calls to cellphones are prohibitedOur lists are scrubbed against state and federal DNC lists regularly in accordance with regulations and our leads are purchased from licensed vendors exclusivelyAdditionally, MPower Energy maintains an internal DNC listNumbers on this list are immediately removed from lead lists provided to our in-house sales agents and these numbers are updated and accessible in real-time to all independent contractorsCalls to any number on our internal DNC list are punishable by steep fines and ultimately terminationOur agents are required to report requests for addition to the DNC list immediately and to instruct the potential customer to contact us directly regarding this request as wellIn the case of verified failure to do so, agents are promptly terminatedAs our calls are spot checked, there are times that we only become aware of an agent’s failure to report a request for addition to the DNC list after a complaint has been lodgedMPower Energy has allocated significant resources toward record retention and compliance including numerous Quality Assurance specialists whose sole responsibility is the close monitoring of sales and retention campaigns and who are usually able to locate the recording in question swiftly.If our agents failed to report the request for addition to the DNC, they will be held responsible for not relating the request or advising the customer to contact MPower directly.The number listed in this complaint has now been added to our internal DNC list and the customer will not be contacted again once the change goes into effectPlease be advised that this may take a few days as we must allow for all of our marketers to update their lists

As the customer himself has pointed out, our agents carry picture ID's which they are required to display prominently when out in the fieldIn addition to branded company uniforms and an assortment of other company paraphernalia, the agents carry marketing materials and legal documents which all bear the name of the company they representWhen customers agree to enroll for services they are also required to complete a telephonic third party verification during which a non-commissioned, impartial third party verifier asks the customer a series of scripted questions designed to prove that the customer has fully understood the services they are accepting and the terms of their agreement with MPowerPart of that script not only identifies the company clearly but asks the customer to confirm his/her understanding that we are retail suppliers of electricity and gas, unaffiliated with the utility or governmentWhatever an individual may choose, of his own accord, to do in the field, it is clearly not in our interest, company policy or agent training to encourage, tolerate or condone any form of deception or misrepresentationFurthermore, I can't fully understand the alleged strategy of attempting to hide their identities when the eventual steps of the enrollment process will necessarily make these knownOur agents go out in groups, usually accompanied by a supervisor, not for intimidation tactics but for accountability in situations exactly like this oneThe team that visited this address will be called in for investigation and if appropriate, disciplinary actionAs far as banning our agents from marketing on the premises, our agents are required by law to respect non-solicitation signsViolations are severely penalizedIf no sign is present, we would be happy to add the customer's address to our DNK list but our agents will be permitted to continue marketing to the rest of the building

The customer's information has been added to our DNC list and he will not be contacted again in the future Our Quality Assurance Department will go through our call logs and identify the agents in question They will then be called in for retraining or dismissal at their supervisor's discretionUpon request our agents are absolutely required to direct customer's to where they might find additional resources and information on our servicesFurthermore, they are required to identify themselves by name, ID and to respect a customer's wishes not to be calledThese agent's violation's of our Code of Conduct is in no way representative of MPower's marketing tacticsWe have tested out our toll-free number and did not experience any difficulty in getting through

Our agents are required to report requests for addition to the DNC list, and continuing to call a customer who has explicitly requested that the calls stop is against our Code of ConductFurthermore, our calling platform discards a lead after attemptsUnfortunately, we cannot always account for agents who choose to deviate from the rules though their actions are neither encouraged nor condoned by MPower and are dealt with severely when brought to our attention In the event that a caller reports such behavior, we search our call logs in order to locate recordings of the call and to identify the agent or agents in questionVerified offenses are punishable by immediate termination.It is always best to request addition to our DNC list directly through MPower and not through its telemarketersThe Compliance Deptcan ensure immediate addition to our internal DNC list against which all contractors are requested to scrub their listsAlthough like the FTC's list, this can take up to days to go into effect, every effort is made to ensure that the calls stop as soon as the complaint is brought to our attentionThe number has been added to our list and the calls should stop by the start of next week

We followed up with the customer by phone to ensure that he had not been contacted again by any of our agentsWe were unable to make contact and a voicemail was left requesting a call backAs stated in our first response, the customer was added to an internal DNC list against which all MPower marketers are required to scrub their call listsMpower Energy maintains a QA department whose sole job is to listen to calls to ensure customer service and compliance with DNC regulations and general marketing standards and regulationsViolations of any kind result in immediate termination

Customers who sign up with MPower Energy incur no additional fees at allBy enrolling with MPower Energy the customer agreed to contract supply of energy through a third party rather than through the utilityDelivery and maintenance continue to be provided by the utilityThe customer continues being billed for the exact same two services, supply and deliveryMany customers assume that they are being billed for additional charges or fees because of the addition of a third page to the [redacted] bill that includes MPower Energy's charges, but if the customer compares the new charges to those on an older bill she will see that the supply charges that were previously displayed on the same page as the delivery charges are now displayed on the third pageThere is no evidence of malpractice in this case as we have a recording of the customer accepting our services and we are unable to refund the entire amount paid to MPower as the energy has been consumedAs a gesture of good will however, MPower Energy will credit the account for any difference (in the customer's favor) between MPower's charges and what the utility would have charged for the corresponding periodThe amount will be wired directly to the utility and will appear as a credit on the accountThe account has already been dropped

[redacted] ***, I attempted to reach you by phone and left a voicemail requesting a call-back from youAlthough I would like to discuss the particular circumstances of the solicitation visit, I can state without any knowledge of the case that the alleged sales tactics are not in line with Mpower's rigorous agent training or company policiesWe uphold a zero tolerance policy toward deceptive marketing and violation of our Code of Conduct is grounds for immediate terminationOur agents are required to state clearly who they represent, that our services are optional and that we are not the utilityIt is implicit in this disclaimer, as well as the portion of the TPV which informs customers that the utility (BGE) continues to maintain the grid, respond to gas emergencies or power outages and issue and collect bills that BGE continues its operationsThe agent acted outside the scope of her authority whether she deliberately informed you otherwise or took advantage of you misunderstanding of the situationBecause of the nature of D2D sales, it is impossible for management to oversee every sale at the doorand in cases such as yours, we are only alerted to an issue after the factI assure you however, that we will take the necessary steps to make you wholeThe account will be rerated based on BGE's rates for all cycles in service In this way it is effectively as if you had never been switchedThis agent has already been removed from the fieldSincerely, Yael D [redacted] Compliance Manager###-###-#### [redacted] ***

The customer has rejected our response because she insists that she has been charged additional chargesThis is simply untrueWe have attempted to explain in our prior response that MPower Energy does not offer or bill for services that are not already being provided by the utilityThe only difference is the way the bill appears which confuses some customers and leads them to believe they've received additional chargesSince the customer refuses to accept this explanation there is nothing further that we can say at this time that she would find satisfactoryWe have presented the factsMPower Energy ONLY bills for supply which is a portion of the services provided by [redacted] and [redacted] ***This is what Mpower billed her forWe have agreed to reimburse her for the difference in rates, if any exists in her favor, but a full refund cannot be granted since she consumed the commodity in the same way as she would have done had she been with the utility Our refund would effectively make it as if she had never switched since she will be returned to the utility for service and will not have pain a cent more or less than if she had never switchedWe request that the Revdex.com close this case or advise what steps should be taken by MPower to get this case closed immediately since the customer's insistence on her misunderstanding is continuing to negatively impact MPower's rating without any basis for her claims

MPower Energy's policies are in strict compliance with [redacted] and [redacted] telemarketing regulationsOur telemarketers are only permitted to call between the hours of 8am and 9pmCold calls to cellphones are prohibitedOur lists are scrubbed against state and federal DNC lists regularly in accordance with regulations and our leads are purchased from licensed vendors exclusivelyAdditionally, MPower Energy maintains an internal DNC listNumbers on this list are immediately removed from lead lists provided to our in-house sales agents and these numbers are updated and accessible in real-time to all independent contractorsCalls to any number on our internal DNC list are punishable by steep fines and ultimately terminationOur agents are required to report requests for addition to the DNC list immediately and to instruct the potential customer to contact us directly regarding this request as wellIn the case of verified failure to do so, agents are promptly terminatedAs our calls are spot checked, there are times that we only become aware of an agent’s failure to report a request for addition to the DNC list after a complaint has been lodgedMPower Energy has allocated significant resources toward record retention and compliance including numerous Quality Assurance specialists whose sole responsibility is the close monitoring of sales and retention campaigns and who are usually able to locate the recording in question swiftly.If our agents failed to report the request for addition to the DNC, they will be held responsible for not relating the request or advising the customer to contact MPower directly.The number listed in this complaint has now been added to our internal DNC list and the customer will not be contacted again once the change goes into effectPlease be advised that this may take a few days as we must allow for all of our marketers to update their lists

The customer's information has now been added to an internal DNC list which is sent out to all of our marketersThis will prevent all further contact as violation incurs steep penalties It goes without saying that what has occurred has been a breach of policyMPower agents are permitted to call a maximum of times totalOur lists are purchased from reputable license vendors who guaranty that their lists are scrubbed regularly in accordance with federal regulations and our agents are required to report requests for addition to the DNC list or to desist calling to MPower directlyUnfortunately, they do not always report the requestWe have identified the agents in question and are handling the situationWe ask that customers permit a grace period before the DNC takes effect as our vendors may not get to scrub their lists immediately

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, And your company is no longer on my " [redacted] ***" and also the person that was on that recording wasn't me that you heard it was my brother-n-law and it was brought to my attention that my brother-n-law had signed me up for your companies service because he mention to me that it was going to make my bill cheaper which I notice that it didn't Sincerely, [redacted] ***

I took my van to have a alarm installed by them since they were not very far from my houseBiggest Mistake of my Lifefirst they decided to drill a hole through a perfectly restored dash (never bothered to tell me they were going to do this)Heard clicking in my steering wheel after I picked it upeven questioned them about ita few hundred dollars later to have my steering column looked at it was a cut zip-tie the had got in to my steer columnAlso when they drilled the hole for the wire for the led, which they didn't tell me about they nicked the back of my instrument cluster, and shorted dash board lights [redacted] dollar alarm [redacted] in repairs to have what they did fixed., and still have a blinking led in my dash that no one can see and I never asked for