Nationwide Energy Partners, LLC

NEP attempts to read every meter every month Occasionally, it is not possible for NEP to read a meter as scheduled This may be due to bad weather or inability to access the meter At these times we estimate usage based on seasonal and historical information consistent with the same policy used by this customer's host utility which in this case is AEP We have reached out to this customer and offered to change out his meter free of charge

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of our servicesPer the agreement between NEP and the property owners we partner with, residents are responsible for usage in their unit for the full term of their leaseUpon review of Ms [redacted] ’s account, NEP observed that, through no fault of the resident, we did receive late notice of her move out dateMs [redacted] did speak to a resident services representative about moving out on September 25th, however her property informed us that her lease did not end until September 30thAs a courtesy, NEP removed charges for those five days.The resident’s balance has been adjusted to reflect her move out dateUsage for the period after September 25th has been removed and no penalties were appliedMs [redacted] ’s next billing statement will contain these changesAn NEP resident advocate has reached out to Ms [redacted] to share this information and answer any questions she might have

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of the services we provide on behalf of our partner property owners (i.eour “customer(s)”)As a condition of service with our customers, NEP is obligated to always match or charge less than the given rate of the local host utility providers for both residential electricity and water usageAt this particular community, the host utility providers for water services are Pittsburgh Water & Sewer Authority (PWSA) and the Allegheny County Sanitary Authority ( [redacted] )In response to the resident's concerns and at our customer's direction, NEP provided the resident with an explanation of the water host utility costs NEP matches and locations where the resident can compare directly against the host's posted ratesIt's important to understand that our customer decides on how best to measure and pay for common area charges (CAU)NEP does not participate in the landlord/tenant relationship and cannot amend or alter the terms of the resident's lease agreement NEP's Resident Support Supervisor called the resident directly to provide this information and answer additional questionsFurther concerns can be directed to our Resident Support Group Monday through Friday8am to 6pm

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of the services we provide on behalf of our partner property owners (i.eour “customer(s)”)As a condition of service with our customers, NEP is obligated to always match or charge less than the given rate of the local host utility providers for both residential electricity and water usageIn other words, the rate that is applied to a resident’s water and electric usage will never be higher than that of the host utility provider.NEP’s Resident Care team has provided additional information, including an explanation of charges to the residentAdditionally, NEP’s Resident Advocate contacted Ms [redacted] directly by phone to provide additional information

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of the services we provide on behalf of our partner property owners (i.eour “customer(s)”)As a condition of service with our customers, NEP is obligated to always match or charge less than the given rate of the local host utility providers for both residential electricity and water usageIn other words, the rate that is applied to a resident’s water and electric usage will never be higher than that of the host utility provider.Upon review of this resident’s account, NEP observed an average monthly cost of $since its creation in As the resident may be aware, NEP provides a unified bill at the request of the resident’s property owner (our customer) that includes electricity, water and common area usage costsNEP’s Resident Advocate reviewed the account and confirmed that the rates utilized to produce the costs on her bill match those that would have been applied by the respective host utilities.A review of the resident’s account also showed that, since 2014, payment was made partially and/or late on more than two dozen occasionsNEP’s Resident Care Team offered multiple assistance options, including payment arrangements to encourage the resident to pay her bill on time to no availIn September of this year, before this complaint was filed and as a courtesy in response to a stated need, NEP removed two late payment penalties from the resident’s account at her request.NEP’s Resident Care Department has contacted Ms [redacted] directly to provide additional information and answer any remaining questions the resident may have regarding payment options

Nationwide Energy Partners (“NEP”) values and appreciates the resident's feedback regarding her billing statementUpon review of the resident’s account, we did observe $in penalties accrued over a period of monthsOn nine occasions, NEP delayed a late fee by business days after payment was dueOn six other occasions, a late penalty was delayed by more than five daysWe offer a number of free online payment options and a free auto payment feature for our resident’s convenienceIt’s also important to note that NEP never uses previous late penalty amounts in the calculation of a new penalty.We received late notice, through no fault of the resident, of the end of service for this residenceAs such, the resident’s bill has been adjusted to remove the portion of the billing period for which she was no longer living thereTwo penalties were also removed because they were applied after the resident’s move out dateAs a courtesy, NEP has also removed the resident’s most recent penalty from her time living thereWe appreciate the feedback this resident has provided about our serviceNationwide Energy Partners’ Resident Advocate has attempted to reached out to this resident multiple times to provide a summary of these changesWe look forward to continuing communication between our valued resident to resolve any questions or concernsPlease do not hesitate to contact us at [redacted]

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of the services we provide on behalf of our partner property owners (i.eour “customer(s)”)As a condition of service with our customers, NEP is obligated to always match or charge less than the given rate of the local host utility providers for both residential electricity and water usageIn other words, the rate that is applied to a resident’s water and electric usage will never be higher than that of the host utility providerA notice of NEP’s late payment penalties is included on our billAdditionally, NEP provides a 7-day grace period after the due date that enables residents to make a payment without receiving a penalty.NEP delivers a unified bill at the request of the resident’s property owner (our customer) that includes electricity, water, common area usage costs and a $trash collection feeWhile the average monthly cost on the resident’s account is $145.91, it is effectively for three separate services the resident utilizes at their communityUpon review of the resident’s account, NEP found an average monthly electrical cost of $Ms [redacted] ’s most recent bill included an electrical charge of $based on kWh of usageAs stated above, this cost is inline with what the local host utility, AEP Columbus Southern Power, chargesUsing AEP’s rate calculator, NEP’s Resident Advocate input the same usage and found a cost of $NEP’s Resident Advocate contacted Ms [redacted] directly to provide information about her account and answer any questions she may have

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of the services we provide on behalf of our partner property owners (i.eour “customer(s)”)As a condition of service with our customers, NEP is obligated to always match or charge less than the given rate of the local host utility providers for both residential electricity and water usageIn other words, the rate that is applied to a resident’s water and electric usage should never be higher than that of the host utility provider.NEP delivers a unified bill to each resident in the community at the request of the resident’s property owner (our “customer”) that includes electricity, water, common area usage charges (referred to as “community charges” on a resident bill) and, also by request of the resident’s property, a $security deposit applied to all new billing accounts openedThis, being Mr [redacted] first bill with NEP, included all of four these charges, which combined, totaled the $referred to within the complaint.For the water portion of Mr [redacted] bill , several agents and the Resident Support Manager spoke directly with the resident to fully explain the charges It was explained to Mr [redacted] , that we can only tell him how many cubic feet of water go through the meter each billing period, but we are unable to speculate as to what within the unit caused the water usage We recommend that Mr [redacted] continue to work directly with his Property Manager to investigate any possible infrastructure or maintenance issues within his unit, however, NEP provided possible explanations he could discuss with them, such as a toilet flapper malfunction, which if happens could cause high daily usage as was seen in Mr [redacted] daily usage report Those types of ”leaks” could also occur when no one is in the unit and able to fix the flapper manually Many times, once regular use begins again, flappers no longer malfunction, which would account for the maintenance team not able to find a “leak” within the unit at the time of their inspection But again, NEP could not know for sure what caused the water usage in this resident’s unit, only the number of cubic feet of water that passed through the meter NEP provided this resident with a copy of his daily meter reads and also gave him a detailed explanation on how he could check meter functionality on his own The meters used by NEP are built and tested to the standards set by the American National Standards Institute (for electricity meters) and the American Water Works Association (for water meters)Compliance with these industry standards ensure that NEP is using the most up-to-date and trusted metering equipment in the fieldHistorically, NEP meters have been found to perform within industry requirements percent of the time Additionally, NEP sends out “high usage” reports to all of its apartment property managers These reports detail any unit that uses more than cubic feet of water in a hour period so, the property manager would have been notified and aware of the high usage and would have records they could share with the resident.As we discussed with Mr [redacted] , NEP is more than willing to discuss payment arrangements and reiterate the ways the $security deposit can be waived, should Mr [redacted] want to further explore Although the issue that caused the higher usage appears to be corrected, NEP is also willing to, as a courtesy, perform a water meter test free of charge

You have a record of when NEP shut off our electric and was supposed to shut off another neighbors and refused to come out to turn it back on in this winter Now the problem is ongoing This is written as a current isue 2-19-NEP is overcharging us on these bills there is "no one" here all day and until after 7pm and later and that includes weekend only here for short duration so how is this much electric being used? Is someone connected to our electric? How is our electric bill used when we unplugged the major appliances or electronics and still are being over billed? No one uses more electric than gas in the winter months when our "garden" apartment is gas and electric I received a threat from them to turn off our electric if our bill is not paid by Monday I have permanent arrangements made with them I am a human and I have to work and I have a serious injury a couple weeks ago on the ice in the parking lot I have to work and so does my daughter and she does not work ft even after finding employment just graduating from college not too long agoI was off on disability leave for almost two years I do not have funds to just throw away and we have other billsI was told at another apt complex where I applied for an apt that NEP has been overcharging tennants there and one gentleman was out of the country for four months and was billed a very expensive bill for four months and he was not home or in the USA Also a tennant showed me where people are trying to get a class action lawsuit against NEP for overbilling their customers Our other concern is that they turned off our electric by mistake and refused to come out an turn it back on during the winter and we both have asthma A medical cert was sent to them by Licking County Leads several months ago Now they sent me a credit of and promised payment arrangements and then I get a threat to turn our electric and water off again They also refused to tell me what the bills ran in this apt before we moved here Feb22, There is something seriously wrong with this bill! We were charged a deposit of and did not find out about it until it appeared on our first bill No one's bill is more on the electric during the winter months summer yes, if the air condition is being used Also, they had shut our electric bill off and we have a dog do you think we wanted him in the severe cold he has an illness alsoWe had guests coming over that Friday as well that is embarrassing and they refused to come out and turn it on when it was their faultAn apology and a gift card to Kroger was nice and to credit the bill but is NOT enough when it is happening again

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of our servicesPer the contract between NEP and the property owners we partner with, NEP is required to maintain the same rates as the host utility provider for both electricity and waterIn other words, you will never be charged more for usage than a rate equal to or lower than your local host utilityAEP Columbus Southern Power and Columbus Public Utilities are the respective host providers for electricity and waterTheir fixed fees are structured in such a way that, at current rates, a host utility customer will pay a minimum of $for electricity and $for water regardless of usageBy virtue of NEP matching host utility rates, we also apply these fixed feesA minimum charge of $will appear on a combined bill in these rate structures even if no usage occurs.NEP was made aware that this particular condo is currently being shown for leasing or sales purposesWe would expect low, but periodic usage to occur due to heating and other activities related to displaying the unitUpon examination of the account, NEP did observe a decrease in electrical usage in the two most recent billing cyclesMr [redacted] owns a condo of approximately square feetBetween June and November NEP measured an average kWh of usage at the residenceIn the two most recent billing periods, usage in the unit has seen a marked decreaseFrom November to December 15, NEP measured kWh, with most of that usage occurring at the beginning of the billing cycleBetween December and January 14, NEP measured kWhThe most recent billing cycle has not been completed, but NEP measured kWh of usage between January and February Mr***’s most recent bill had a total balance of $for water, electricity and common area usage, which falls in line with the observed lower usage and a decrease in CAU chargesThere are contributing factors that impact resident bills in this communityA significant portion of an average bill is composed of common area usage chargesCommon area usage is consumption by any source that no single resident is responsible forIn the case of this property, there are several power-consuming amenities that lead to average common area charges above $per resident, per billThe property heats and lights a common atrium, which is a multi-story open area with large glass windows adjacent to unheated spaces or exposed to the outsideThe property also maintains a parking facility with three separate electric car lifts as well as several recreational facilities, meeting rooms and game loungesHeating, lighting and operating costs for these common elements is split among the condos of the community and can have a significant impact on a typical bill regardless of individual usage.NEP takse resident concerns very seriously and strives to be an open, transparent companyOur resident advocate has contacted Mr [redacted] directly to provide additional information and answer any additional questions he may havePresently, the resident advocate is awaiting a response from the resident

Nationwide Energy Partners (“NEP”) values and appreciates feedback regarding the quality of the services we provide to residents on behalf of our partner properties.Upon review of the resident’s account, we found that only one fee of $was assessed due to “No account/unable to locate account” error for a transaction attempted in SeptemberBanks and other financial institutions will apply this kind of charge when a transaction is attempted and fails due to incorrect information - in particular, we see this fee occur when eCheck payment information is entered incorrectlyUnlike credit or debit card payments, verification of eCheck information is not typically immediate, and may take as long as a financial institution requires to process the transactionA member NEP’s Resident Care team reached out directly to the resident and confirmed that the payment information for the transaction in question was incorrectResident Care reviewed the resident’s account history with Mr [redacted] to discuss charges as they appear and answer additional questionsThe resident acknowledged the error and discussed ways to avoid a similar problem in the future

NEP indicated that they would send me more information than they did, additionally, they did not respond to the reply to their message that I provided yesterday afternoon (See attached Emails)I expect NEP to at the very least provide all the information they said they would provide when speaking on the phone (comparisons to similar properties that are served by NEP and PWSA) as well as take into account the response I made to their rate schedules which incorrectly double bill us for sewer serviceAt this time I do not consider the matter closed and fully expect further documented correspondence with NEP until such time that they can show to me that their billing is as they say it is, exactly the same rates as the host utilities

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of our productsAs a condition of service with the properties NEP partners with, we always match the rates of the local host utility providers for both electricity and waterIn other words, you will never pay more for usage than a rate equal to or lower than your local host utilityNEP’s Resident Advocate has reached out to Ms [redacted] to address her concerns directlyThe resident stated that she was satisfied with the offered resolution

Inresponse to the Revdex.com complaint list above, it is important to note severalitems: A) November and the most recent month (January) were both day billcycles, whereas December was a day bill cycleThis period covered anadditional week’s worth of usage and would increase bills for this time periodcommunity-wide B) Reviewing the customer’s bill in December one can see that herbill was higher than other months because she had more usageIn November theamount used was kWh; in December the amount used was 1,kWh and thendecreased in January with an amount used of kWh C) NEP applies the posted residential tariff rates of the hostelectric utility which services the customer’s communityMeaning, we arecontracted to charge the same or below rate that would be charged with thehostShould you have further concerns or questions please feel free to contact us

We changed out Mr [redacted] 's meter on Monday 11/in an effort to eliminate further estimates on his account However, it must be acknowledge that estimates will happen from time to time and that estimates are a commonly accepted practice when a meter read is not received due to technical or environmental factors Every major utility in Ohio will perform estimates and a review of their estimation polices demonstrates that all of them use an estimation methodology that bases the estimation on a mix of factors including past usage history, seasonal temperatures, and last available read Our estimation policy is no different than the policy of the host utility in Mr [redacted] 's service territory which in this case is AEP

Nationwide Energy Partners (“NEP”) values and appreciates resident feedback regarding the quality of the services we provide on behalf of our partner property owners (i.eour “customer(s)”)As a condition of service with our customers, NEP is obligated to always match or charge less than the given rate of the local host utility providers for both residential electricity and water usageIn other words, the rate that is applied to a resident’s water and electric usage will never be higher than that of the host utility provider.NEP delivers a unified bill at the request of the resident’s property owner (our customer) that includes electricity, water, common area usage costs, which includes a $trash collection feeWhile the average monthly cost on the resident’s account is $189.15, it is effectively for three separate services the resident utilizes at their communityThis resident has had a strong payment history through December of We have provided this resident with all available assistance agency information and with payment arrangement options on several occasions

Nationwide Energy Partners (NEP) would like to thank thecustomer for their concernsAs such, we have researched the account and hereare the findings: It is important to note this customer lives in a communitythat has directed NEP to produce a combined bill for water and electric service Therefore comparisons directly to [redacted] electricbills should remove the water portion for accurate comparisons It is also important to note that NEP is contractuallyobligated to match the regulated residential rate for electric usage in the ***service territory This customer moved in 3/10/ Since moving in 3/10/the customer has had bills:Bill #1: 3/10/15– 3/28/- The customer had a $electric bill and a $water bill.Additionally, this bill also contained a $deposit Bill #2: 3/28/– 4/28/– The customer had$electric bill and $water billBill #3: 4/28/15– 5/28/- The customer had a $electric bill and $for water The customer first contacted NEP on May 7th regarding their bill NEP’s CustomerAdvocate contacted the customer the same dayDue to non-payment on theaccount, NEP provided two ways to remove the refundable deposit to lower thetotal balance Option - if NEP receives a Letter of Credit from a previous utility provider showing that there were nomore than two missed or late payments within a twelve month period or Option 2- if a customer signs up for the Auto Pay Service (ACH).NEP also provide the customer with a detailed Electric Usage Report for theiraccount and a rate structure comparison showing that NEP matches the rates of* On May 11th NEP offered a Payment Plan ArrangementThecustomer responded via e-mail accepting the Payment Plan Arrangement, but noresponse was given once the Pay Plan was establishedNEP’s offer for a PaymentPlan is still available and we are waiting for a response.The Customer Advocate has reached out to this customer providing Electric Usage Reports, rate structures,their billing ledger, and a Payment Plan ArrangementNEP is willing to provideassistance to the customer and will be waiting on a responseWe can be reachedMonday through Friday 8:through 5:PM at ###-###-####

They should credit back all fees / late fees, and any other present fees if they so should be charge to my account, Should be investigated for wrong doing towards those that have a disability and be forced to follow the same guidelines of any Utility CompanyThere letter are full of lies and untruths about helping and etc If this was so the fact of them wanting to help then they should follow the laws that are set for by Ohio Companies like this is what is hurting Ohio residents

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

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me