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NextEra Energy Services Reviews (11)

Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com), regarding your electric service with [redacted] Energy Services Your complaint states e called to find out if you could switch your service without a cancellation fee, and was told there would be no cancellation fee for switchingYou state that after switching you found out there would be a $ [redacted] penalty for switching; therefore you called [redacted] to question the penalty and were told that if you switch back immediately the penalty would be waivedYou also state in early [redacted] ***, a [redacted] representative placed a work order and after several calls and finally requesting to speak with a Supervisor who contacted the Sales department about your re-enrollmentIt was denied and you were told you had to pay the $ [redacted] penaltyYou state you should not be penalized for misinformation you received from [redacted] Energy A detail investigation of your account revealed that [redacted] ***, you signed a 24-month contract for the rate of $ [redacted] per kWh The contract was executed on [redacted] and was scheduled to start in the month of [redacted] and end in [redacted] ***Your contract outlined your pricing details on Addendum B of the agreement, which is enclosed for your review The Terms of Service (“TOS”) also enclosed states on page # TERMINATION OF AGREEMENT BY CUSTOMER - “If Customer terminates this agreement, in whole or as relating to any single Account(s), before the end of the Initial Term, Customer shall pay [redacted] Energy Services the Early Termination FeeIn addition, if Customer terminates this Agreement with less than thirty (30) days advance written notice, Customer shall pay [redacted] Energy Services the Insufficient Notice Fee.” Review of her account revealed the following: On [redacted] ***, [redacted] Energy received a switch request from your Utility with a [redacted] ***, effective date Our records do not show any calls received from you prior to your switch date; therefore, on [redacted] ***, [redacted] sent your final bill which indicated the Insufficient Notice Fee of $ [redacted] and the Early Termination Fee Charges of $ [redacted] On [redacted] ***, you called about the Early Termination Charges and asked if we would consider waiving the charges if you re-enrolled with usYou were advised that a request would be submitted to our Sales Team to find out Several attempts were made to contact you with the results of your request but there was no answer to the phone number we had on fileOn [redacted] ***, we were able to get in contact with you and informed you that [redacted] would waive the Early Termination Charges if you re-enrolled with usTherefore, a request was sent to your broker to contact you with renewal rates but [redacted] never received a renewal contract We sincerely apologize for any inconvenience this issue may have caused youHowever, [redacted] Energy will stand behind the information provide to you that we will waived the Early Termination Charges if you re-enroll with usWe understand that since this issue has taken some time to get resolved and also taking into consideration that you may be in the middle of another contract which could cause you to inquire Early Termination Charges from your current Supplier if you switched at this timeTherefore, will waive the Early Termination Charges and we only ask that you consider [redacted] Energy Services for your electric service when your current contract expires We thank you for providing us with an opportunity to address your complaint Sincerely, [redacted] Energy Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
as soon as we saw we were getting charged we canceled our servicethey continued to charge us for extra months. we need an adjusted bill including partial refund for two months at the very least
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10343274, and they ended up refunding us, they said we will get a credit within billing cycles

September 22, 2015
[redacted]
[redacted]
[redacted]
 
RE:   Revdex.com # [redacted]
      
Dear Mr. [redacted],
Your complaints states on Feb 2014 I purchased a fixed rate contract for electricity delivery to my residence in...

Pennsylvania and you failed to notice the company changed you from fixed to variable. On September 15, 2015, I attempted to contact the company to have the contract changed back to a fixed rate but you had some difficulties using the number provided on your electric bill. You state at no time were you given the opportunity to speak with a representative to discuss your problem. I reported this issue to my local Electric service, PP&L, and to the PUC as NextEra Energy is not providing the correct customer service number to their clients.
You are requesting to have a refund for the months of April, May, June, July, August, and September 1 - 15 for overcharging you above your fixed rate. You are also requesting NextEra Energy to fully investigate as to why there isn’t a proper customer service number to take complaints or questions.
A detailed investigation of your account revealed that you initially enrolled with NextEra Energy Services under the Standard Offer Customer Referral Program offered by your Electric Distribution Company (“EDC”) PPL Electric on February 18, 2014 at the rate of 0.0814 cent per/kWh for 12 months (see attached confirmation documents). 
 
Our records indicate that on December 12, 2014, and December 15, 2014, NextEra Energy sent you two notices informing you that your fixed rate plan would be expiring on February 17, 2015. Also, on December 27, 2014, NextEra Energy sent your ‘Official Electricity Plan Options Notice’ indicating the following: “If you do not enroll in a new plan, after the 02/17/2015 your electricity service will continue on a month-to-month basis and your rate will be a holdover, variable rate. Your first applicable variable rate will be $0.155 per kWh. That rate, which may be higher or lower each month, includes generation charges, transmission charges and the gross receipts tax but it excludes sales tax and any other applicable taxes. It will be effective after the first meter read following 02/17/2015.”
 
Mr. [redacted], you failed to renew your fixed rate plan or request to be dropped prior to the end of your initial contract; therefore your rate was migrated to the variable on February 25, 2015. NextEra Energy received your request to drop service on September 17, 2015, and immediately processed the request which was completed on September 21, 2015. NextEra Energy has only billed you in accordance with the rate agreed to within the referral program and the Plan Options Notice for the usage provided by your Utility.
 
We sincerely apologize for any inconvenience this issue may have caused you. As previously indicated, NextEra Energy Services did in fact provide you with three separate renewal notices prior to your contract end date; however, you never requested a renewal. Therefore, NextEra Energy Service is unable to warrant a rate change or refund of charges. Please know that our Customer Care Center Management has been notified of the issues you state you experienced when you attempted to contact our Customer Care Center and your recommendations will be taken into consideration. We thank you for your feedback and providing us with an opportunity to address your complaint. 
 
Sincerely,
 
 
 
NextEra Energy Customer Relations

October 6, 2014
[redacted]
[redacted]
RE:   Revdex.com # [redacted]
      
Dear [redacted],
You rejected our response indicating that as soon as you saw the rate change you canceled your service with us but NextEra continued to charge you for an additional 2 months.  You state you want an adjusted bill including a partial refund for two additional months.
Our records indicate that you contacted NextEra Energy’s Call Center on July 22, 2014 and requested to be dropped to the Utility and were informed that it could take up to two bills before we come off your bill and your effective drop date was September 4, 2014. Therefore, you were only with us for one additional bill. NextEra Energy does not control the date you are dropped, that is based on the date of your request and your Utility’s ([redacted]) meter read date for your meter.
As previously mentioned, the contract stipulates that your price is fixed for the duration of the Initial Term.  The Terms of Service (“TOS”) indicate that after the Initial Term expires, the contract shall continue on a month-to-month basis at the Holdover Price unless and until either Party terminates the agreement. Again, [redacted], you failed to execute a renewal with NextEra or select another electric supplier before the end of your initial term; therefore, your rate was moved to the Holdover Price after the expiration of your initial term.
We sincerely apologize for any inconvenience this issue may have caused you. However, by signing the agreement you agreed to the terms and conditions set forth in the agreement.  Therefore, NextEra Energy cannot warrant an adjustment of any charges on your account. Your account has a past due balance of $[redacted], you should remit your payment immediately in order to avoid additional fees.
Sincerely,
NextEra Energy Customer Relations

Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com), regarding your electric service with [redacted] Energy Services.  Your complaint states e called to find out if you could switch your service without a cancellation fee, and was told there would be no...

cancellation fee for switching. You state that after switching you found out there would be a $[redacted] penalty for switching; therefore you called [redacted] to question the penalty and were told that if you switch back immediately the penalty would be waived. You also state in early [redacted], a [redacted] representative placed a work order and after several calls and finally requesting to speak with a Supervisor who contacted the Sales department about your re-enrollment. It was denied and you were told you had to pay the $[redacted] penalty. You state you should not be penalized for misinformation you received from [redacted] Energy.
A detail investigation of your account revealed that [redacted], you signed a 24-month contract for the rate of $[redacted] per kWh.  The contract was executed on [redacted] and was scheduled to start in the month of [redacted] and end in [redacted]. Your contract outlined your pricing details on Addendum B of the agreement, which is enclosed for your review.  The Terms of Service (“TOS”) also enclosed states on page 5 # 9. TERMINATION OF AGREEMENT BY CUSTOMER - “If Customer terminates this agreement, in whole or as relating to any single Account(s), before the end of the Initial Term, Customer shall pay [redacted] Energy Services the Early Termination Fee. In addition, if Customer terminates this Agreement with less than thirty (30) days advance written notice, Customer shall pay [redacted] Energy Services the Insufficient Notice Fee.”
Review of her account revealed the following:
On [redacted], [redacted] Energy received a switch request from your Utility with a [redacted], effective date.
Our records do not show any calls received from you prior to your switch date; therefore, on [redacted], [redacted] sent your final bill which indicated the Insufficient Notice Fee of $[redacted] and the Early Termination Fee Charges of $[redacted].
On [redacted], you called about the Early Termination Charges and asked if we would consider waiving the charges if you re-enrolled with us. You were advised that a request would be submitted to our Sales Team to find out.
Several attempts were made to contact you with the results of your request but there was no answer to the phone number we had on file. On [redacted], we were able to get in contact with you and informed you that [redacted] would waive the Early Termination Charges if you re-enrolled with us. Therefore, a request was sent to your broker to contact you with renewal rates but [redacted] never received a renewal contract. 
We sincerely apologize for any inconvenience this issue may have caused you. However, [redacted] Energy will stand behind the information provide to you that we will waived the Early Termination Charges if you re-enroll with us. We understand that since this issue has taken some time to get resolved and also taking into consideration that you may be in the middle of another contract which could cause you to inquire Early Termination Charges from your current Supplier if you switched at this time. Therefore, will waive the Early Termination Charges and we only ask that you consider [redacted] Energy Services for your electric service when your current contract expires.  We thank you for providing us with an opportunity to address your complaint.
 
Sincerely,
 
 
 
 
[redacted] Energy Customer Relations

September 23, 2014
[redacted]
[redacted]
RE:   Revdex.com # [redacted]
      
Dear [redacted],
[redacted] received your complaint filed with the Houston Revdex.com (Revdex.com) on September 15, 2014, which states...

you were supposed to be informed when your contract rate was over. However, you state you were not informed or provided with renewal details, and charged double. Therefore, you canceled and were still charged an additional month and continued to do so while automatically taking the money which was unauthorized out of your bank account. You also state you were charged double for 3 months total.
A detail investigation of your account revealed that you signed a 12 month contract with NextEra Energy Services on May 9, 2013 with an effective start date of June of 2013 and ending in June 2014. Your contract outlined the pricing details on Addendum B of the agreement, which is enclosed for your review.  Furthermore, the contract stipulates that your price is fixed for the duration of the Initial Term.  The Terms of Service (“TOS”) indicate that after the Initial Term expires, the contract shall continue on a month-to-month basis at the Holdover Price unless and until either Party terminates the agreement.
[redacted], our records indicate that you failed to execute a renewal with NextEra or select another electric supplier; therefore, in June of 2014 your rate was moved to the Holdover Price after the expiration of your initial term. As noted in the contract, the Holdover Price is set forth on NextEra’s website at [redacted] under “Legal Notices and Terms”.  NextEra later received your request to cancel service on July 22, 2014 and immediately processed the request which was completed on September 4, 2014. 
We sincerely apologize for any inconvenience this issue may have caused you. However, by signing the agreement you agreed to the terms and conditions set forth in the agreement.  Your notification of rate change was outlined in your contract and TOS.  Also, please no that NextEra Energy does not handle your billing. Your Utility provides us with your usage for the billing cycle and NextEra provides them with the energy charges based on your usage and your energy usage rate.  Your Utility generates your bill and receives and processes all payments.
Sincerely,
NextEra Energy Customer Relations

December 19, 2014
      
Dear Ms. [redacted],
Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on December 12, 2014 regarding your electric service with NextEra Energy Services.  Your complaint states NextEra Energy...

Services failed to notify you that your contract was ending and after your contract ended we increased your rate. You state that since NextEra failed to inform you of your contract end date you want the price that all contracted clients have.
A detail investigation of your account revealed that a representative of [redacted] signed a 24 month contract with NextEra Energy Services on August 29, 2012 with an effective start date of September of 2012 and ending in September 2014. After this contract expired you failed to renew your contract rate, therefore; your rate was migrated to variable (holdover) rate.
Your contract outlined your pricing details on Addendum B of the agreement, which is enclosed for your review.  Furthermore, the contract stipulates that your price is fixed for the duration of the Initial Term.  Both the contract and the Terms of Service (“TOS”) indicate that after the Initial Term expires, the contract shall continue on a month-to-month basis at the Holdover Price unless and until either Party terminates the agreement.
 
Our records indicate that NextEra Energy Services sent your “Notice of Holdover Period for MD Commercial Customers” on August 6, 2014, which informed you that your fixed price contract was about to expire and that your service would continue on a month-to-month bases. The Notice also informed you that you had the option of renewing your fixed price contract with NextEra Energy or switching your service to another supplier. Ms. [redacted] you failed to execute a renewal with NextEra or select another electric supplier, therefore, in September of 2014 your rate was moved to the Holdover Price after the expiration of your initial term. As noted in the contract, the Holdover Price is set forth on NextEra Energy’s website at www.nexteraenergyservices.com under “Legal Notices and Terms”. 
 
We sincerely apologize for any inconvenience this issue may have caused you. However, by signing the agreement you agreed to the terms and conditions set forth in the agreement. Since you enrolled with NextEra Energy Services through a broker, you must contact your broker ‘[redacted]” for our current rates. We thank you for allowing us the opportunity to address your concerns.
 
Sincerely,
 
 
 
NextEra Energy Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me as long as I am not responsible for the charges from nextera on my gas bill. I feel I should not have to pay for this error.

January 26, 2016
 
[redacted]
[redacted].
[redacted]
 
RE:   Revdex.com # [redacted]
      
Dear Ms. [redacted],
 
Your complaint states in December of 2016, you opted out of this company and wanted to stay with your current gas...

company but you are still being billed for a charge that should not be there.
 
A detail investigation of your account revealed that NextEra Energy still has not received your opt-out request. Since no opt-out was received prior to the enrollment date the enrollment was sent to the utility and accepted on 12/20/2016.
 
On December 22, 2016, an enrollment rescission request sent by the utility received by NextEra Energy and processed immediately; therefore, your enrollment has successfully been rescinded and you will not invoice with NextEra Energy as your supplier.
 
We sincerely apologize for any inconvenience this issue may have caused you. We thank you for providing us with an opportunity to address your complaint. 
 
 
Gexa Energy/NextEra Energy Customer Relations Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Subject: My issues are not yet resolved .   Hi my name is [redacted] my assigned ID is [redacted].  I thought I responded to your request but I guess something happened. sorry. This issue with [redacted] Energy Services has not yet been resolved.  I have not talked to or can not get a hold of anyone in upper management that can help me. Due to them not calling me back. I do hear from there creditors almost daily to get me to pay the fee. The dispute amount is $[redacted].00 with interest added each day I don't pay.  I have been a customer of next energy since [redacted]. I have been calling [redacted] Energy since [redacted] of [redacted]. I first called to ask if I can switch to another energy carrier and they said I can without being penalized.  When I switched I got this $[redacted] bill saying I broke there terms.  I said but I called and when they went to look my account up there was two accounts for me. One expired and the other one did not. So I guess I got miss informed.  So I asked them if I can switch back without being penalized.  [redacted] said yes I will sent the sales order in and then that is when I did not hear from him for awhile. so I called back [redacted] and asked again and he said he will send another sales order in. Again no return call. I called and called and left him messages. Then I finally got a hold of [redacted]. He said he can help me and will definitely call me the next day. Well the next day came and gone so I called him back and he said didn't [redacted] call you. I said no and he said [redacted] will explain it to me. so I waited for his call because he said he would call by the end of the day and the call did not come. So the next day I called him and left messages and finally after a few weeks I got a hold of him by him answering the phone. That is when they told me they can not do anything for me because it already went to collections. I  They would not let me talk to anyone higher up. From [redacted] till [redacted] all I did was get the run around.  I have been with there company for almost 4 years and this is what I get. Please help me.  Regards,

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Address: 20455 State Hwy 249 Suite 200, Houston, Texas, United States, 77070

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