Mobile Specialties

The account will be released in response to this complaint, however, it should be noted that we request that customer's contact us directly to request cancellation of their accountsMPower Energy deals with a significant amount of customers who are slammed by other companies and reserves the right
to reclaim a customer that we deem to have been wrongfully switchedThere can be no disputing the customer's intentions when a customer contacts us directly to inform us of the decision to switch

The customer informed me that she had already contacted our Customer Service Department and that the representative who assisted her cancelled her account and provided a cancellation numberWe will be investigate the name of the agent who closed this saleHe will be retrained and the incident will
be noted on his recordRepeat offenses will result in immediate terminationIt appears from the customer's complaint that the agent crossed professional boundaries and whether it was implied or overt, it is not our policy to sell through intimidation

The account was dropped in the *** and never went into serviceThe customer will not receive any charges from MPower EnergyWhile our policy is to give our customers the benefit of the doubt, we have no similar complaints to date against the agent who submitted the accountThe account was
enrolled with a TPV recording which the customer claims he could not understand, however, our script, which is recited by an unaffiliated party that does not stand to gain from the sale in any way, clearly states the name of the company multiple times and makes clear that the customer is electing to receive supply service by completing the processIt's lengthy, designed to prevent any misunderstanding or misrepresentation and difficult to mistake for a simple confirmation of customer contact informationFurthermore, if the agent's intent were fraud he would not have provided a pamphlet that identified the company as the customer legally has days to cancel the agreement prior to enrollment We believe this may have been a misunderstanding and given that no charges were issued, we have done everything in our power to rectify the situation

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 find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]

MPower's prices are set according the price at which the commodity is purchased. Some months our rates may be higher than the utility's rates. This is the nature of competitive markets. Our savings are not guaranteed. The customer acknowledges that our customer service representative was receptive...

and helpful and issued a refund as requested. $500 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 periods. This amount will be wired directly to Coned and applied to his account.

The customer's information will be added to an internal DNC list which will ensure that the agents stop calling.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that it is a self serving response. It does not identify the company that gave my phone number or the relationship between that company and MPOwer . Is Mpower an owner of that company and trying to prevent legal liability by creating an arms lenght between the two companies. At the very least the Revdex.com should find out what company Mpower used and is that company (and its owners) in violation of current DNC federal laws. Someone violated federal law .I would also note that I did request Mpower to stop calling me, but until I put in two requests to the Revdex.com did the calling stop. I have not received any further calls from MPower since the rep called me (and I did miss the call). However it seems that another type of electric vendor is calling and I will have to see if that continues.
Sincerely,
[redacted]

It is unclear why this customer filed a complaint or why it was accepted by the Revdex.com. The customer is requesting to be added to a DNC/DNK list and does not want to be a customer. The account was never enrolled. That the agent "seemed" to be working with Coned does not mean that he misrepresented...

himself in any way. Our agents wear clearly branded shirts in the field, are required to give business cards with the MPower logo clearly displayed, are required to wear prominently displayed MPower IDs at all times and give documents that all clearly identify the company being represented. Furthermore, the TPV which all customers must complete prior to enrolling requires customers to state their understanding that the agent represents MPower Energy and that MPower Energy is not affiliated with the utility. The customer admits that he was aware that it was an "MPower line". No one deceived him. The agent was a salesperson whose job it was to make and retain a sale. He, of course, attempted to dissuade the customer from cancelling, but the customer was not denied his request as evidenced by the fact that the account was not enrolled or charged any fees. The customer appears to be complaining that he was enrolled for services that have bad reviews online. This is not an offense. With respect to those reviews, the customer claims that MPower falsely offers lower rates. MPower agents are not authorized to guarantee future pricing or savings. They are only authorized to cite real, average historical savings as an example of a customer's future potential savings. As with any other competitive service or industry, there are times that our prices are necessarily higher. Our pricing is based on the purchase price of the commodity and at times the utility may charge less. The customer's information has been added to our DNC/ DNK list as requested but he could have requested this from the company without filing a complaint with the Revdex.com.

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 have repeatedly asked if this was regarding business that I currently have with them and they implied that they do. Until 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]

This customer was signed up by a third party telemarketing vendor that no longer works for MPower Energy and has not done so for some time.  A telemarketing sale would not have involved any signatures, therefore there is no forgery to investigate. Phone enrollments require the completion of a...

Third Party Verification process which is recorded and retained for both the company and the customer's records. Unfortunately, MPower suffered a major server failure that resulted in the loss of all records that preceded it. Since this enrollment dates back to 2012, in this customer's case, we are unable to verify whether the customer completed that process and how. Our policy in such cases is to refund the rate differential between what MPower charged and what the utility would have charged had the customer not been switched for all cycles in service. This refund will be sent by wire to the utility and applied by them to the account. The refund will exist as a credit or be applied against any existing balance on the account. Alternately, the customer may claim a check refund directly from [redacted]ison once we have sent the wire. We are legally unable to process direct refunds to the customer. A message was left for [redacted] at the number provided and I requested that she return my call to further address any concerns or questions she may have. While we cannot defend the validity of the enrollment without the documentation, it's important to clarify that it is absolutely not our policy to enroll accounts without customers' consent under any circumstances. Whether this was the deliberate doing of a dishonest third party contractor, an honest administrative oversight or a misunderstanding between the customer and sales agent, MPower fully accepts responsibility for its representatives and will take every possible step to make our customer whole and work toward a satisfactory resolution. Please allow two weeks for the refund to be processed.

We followed up with the customer by phone to ensure that he had not been contacted again by any of our agents. We were unable to make contact and a voicemail was left requesting a call back. As 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 lists. Mpower 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 regulations. Violations of any kind result in immediate termination.

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.That being said, I believe that - regardless of this one salesman's techniques, Mpower's business practices are the culprit - not this one employee. Sales people are sent into apt buildings specifically to solicit business. They knock on doors saying "Building Verification!" instead of "MPower Energy" - in order to disguise their purpose: making people switch to their product. I told the sales person that if I want to switch to their company, I should be able to do this on my own, without him here. "Can't I just call the # or do it on the internet?" He replied, No. I cannot because I need an employee ID to make the change. Looking back now, I believe he probably said that because he wanted commision for the sale or something. In any case - what kind of company doesn't allow someone to purchase their product on their own? I want to work with companies I trust. And at this point, Mpower energy is not one of those companies. The issue may be "resolved" (I canceled what I signed up for) but I still think this warning should be on the record for other customers who have "Building verification" knocks at their door.Sincerely,
[redacted]

The customer's number has been added to an internal DNC list. This should stop the calls immediately.

The customer has rejected our response because she insists that she has been charged additional charges. This is simply untrue. We 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 utility. The only difference is the way the bill appears which confuses some customers and leads them to believe they've received additional charges. Since the customer refuses to accept this explanation there is nothing further that we can say at this time that she would find satisfactory. We have presented the facts. MPower Energy ONLY bills for supply which is a portion of the services provided by [redacted] and [redacted]. This is what Mpower billed her for. We 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 switched. We 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.

The customer's information has now been added to an internal DNC list which is sent out to all of our marketers. This will prevent all further contact as violation incurs steep penalties.  It goes without saying...

that what has occurred has been a breach of policy. MPower agents are permitted to call a maximum of 4 times total. Our 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 directly. Unfortunately, they do not always report the request. We have identified the agents in question and are handling the situation. We ask that customers permit a grace period before the DNC takes effect as our vendors may not get to scrub their lists immediately.

MPower Energy does not currently and never has used robo calling to market its services. The customer's number has been added to our DNC list as a matter of course but the robo calls he has been receiving cannot be from our company.

The customer seems to have been dealing directly with the marketers until now. Although this does not excuse them from the requirement to report requests for addition to the [redacted], our Compliance Department has only become aware of this issue because of the complaint filed. Immediate 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.

In cases of this nature we are often unaware of the telemarketer's behavior until it is reported to us directly. We do not permit our marketers to contact any number more that a total of 4 times and requests for addition to our DNC list must be reported to the Compliance Department immediately. We...

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 DNC. The number will now be added to our internal DNC list which will prevent all future contact.