North American Power

black;">Hello,
([redacted]) 
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we truly apologize for the challenging experience the customer has
had with NAP.
 Attempts
have been made to contact the customer, but to no avail. In the interest of
customer satisfaction, we are sending the customer a refund check in the amount
of $201.64, which is the difference between the variable rate the customer was
charged and what they would have paid if they were charged at the utility’s
rate-to-compare for the last three billing cycle, and also includes $50.00 to
substitute for the welcome bonus.
 Lastly,
the customer has been enrolled into NAP’s $0.0799/kWh 3-month fixed rated,
which will be reflected on the customer’s next invoice.
 We
encourage the customer to contact me directly at [redacted] with any additional questions or
concerns. 
 -[redacted]
 [redacted], Regulatory Compliance Analyst
North American Power
[redacted]

Hello,
Complaint # [redacted]
We take all customer claims very serious and thoroughly review a complaint in order to best address the questions or concerns a customer might have.  Typically, a customer's dispute can be caused due to an error or misunderstanding of some sort. However, we are always eager to work together with the consumer in order to fully understand the nature of their grievance, that way their issue is resolved promptly allowing us to provide a great customer experience.  In [redacted]'s case, not only was his dispute addressed, he was issued a courtesy accommodation - which by all accounts has been honored. 
Attached you will find the following: (1) a copy of the customer's courtesy accommodation check that was mailed and (2) a copy of the customer's tracking receipt for his package containing the mentioned courtesy accommodation check.
Should you have any additional questions, please do not hesitate to contact us directly.
Sincerely,
Compliance DepartmentNorth American Power & Gas, LLC

Complaint: [redacted]
I am rejecting this response because:
I received an email from [redacted] from North American Power & Gas on 3/19/2014. There are two reasons I have to reject his response:
1) He stated a refund of $437.77 within 14 days in his email to me, which is different from the amount of $601.77 in his response to Revdex.com.
2) The refund only includes over charge on gas and electricity. North American Power & Gas also charged me "adjustment fees" total of $200.80. I've asked them what the adjustments are all about, but they never answered my question. I believe they should refund me these 'adjustment fees' as well.
Attached is the email from [redacted], and my responses to him. Unfortunately, he hasn't replied any of my emails so far.
By the way, North American Power uses higher-than-usual variable rate as excuses for their rates, which I can hardly accept. I follow futures market regularly, and knew the natural gas price were  volatile this winter.
However, first, while the rates they charged me increased about 300%, the natural gas price didn't go up 300% this winter.
second,  the rates they charged me simply went from $0.5999 to $1.5999 for gas and from $0.0999 to $0.1999. How conveniently they just added '1' to their rates. If they want to cook numbers, they should've spent a little more efforts than just adding '1'.
third, even  if they could partially blame the market for volatile gas price, but that doesn't explain their higher rate on electricity.
Anyway, I cannot accept their response.
I really appreciate Revdex.com's efforts on protecting small consumers' interests. And I'm looking forward to more sincere and positive responses from North American Power & Gas.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
While I am grateful that Northeast power did make the adjustment towards the first bill, it does not address the fact that I still could not change suppliers until the NEXT billing cycle. This billing cycle they are charging an even more inflated rate, more than double the original locked in rate. Because of Northeast's error by not sending out the letter, I am in effect at the mercy of what they bill and hope they will make good on the next and final bill.  
Since they currently offer 8.99 cents per kwh, I would be willing to pay that amount on my final bill. I do not believe that I should have to pay a highly increased rate or have to lock in with them for another 6 months because of their error. I believe that is more than fair for all the trouble and added time incurred trying to straighten this out.Sincerely,[redacted]

Our Account Specialist sent the following email to the customer after being unsuccessful in reaching them via phone:
 
Hello Mr. & Mrs. [redacted]
 
With regards to the higher-than-usual variable...

rate that you received last month, wholesale electricity costs have been astronomically high in Connecticut this winter—in fact, they've been high throughout New England, the mid-Atlantic, and the Midwest.
 
In Connecticut, the issue has been two-fold—extremely cold weather, and a lack of adequate natural gas pipeline capacity to meet the increased demand in the winter months.
 
The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spike. In fact, the highest winter demand day ever was recorded in January.
 
We understand your frustration about the rates and Welcome Bonus, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
 
95005 - Electric:
-       $160.01  3/13-4/10
-       $285.78  2/11 – 3/13
-       Difference at the utility’s rate to compare
 
Total refund: $445.79
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Please contact me at [redacted] if you have any questions or concerns.
 
Thank you,

Hello,
Complaint# [redacted] - Rebuttal)
Mr** was enrolled into a 6-month $0.0699/kWh
fixed rate which was supplied to its entiretyOur records indicate that the
fixed rate expired and defaulted to the variable rate, because the customer did
not contact NAPG to cancel or to renew his rate after the mailing of his
renewal letters for both accounts
Attached you will find Exhibit A & B:
both the renewal letters that were mailed to the customer
Keep in mind, the customer was charged accordingly,
but was issued an accommodation in the amount of $on 3/11/This
accommodation was calculated at the difference between the variable rate the
customer was charged for both his accounts and what he would have paid if he
were charged at the utility's rate-to-compare for his 1/5/– 2/3/
billing cycle (both accounts)
The customer claims the accommodation which was
issued was incorrectly calculatedUpon reviewing the customer's cost summary
provided, his calculations were based off the $0.0669/kWh fixed rate which
expiredNAPG's calculations were based off the utility's rate-to-compare for
the customer's 1/5/- 2/3/billing cycle
Mr** references his final billing cycles with
NAPG and expresses his displeasure with being charged at the variable while he
waits to be transitioned back to his utility companyBear in mind, the
supplier can not determine the start date or end date of a customer's account,
these decisions are made solely by the customer's utility provider
Although this customer has already been
accommodated and our records indicate the customer was charged accordinglyIn
the hopes to provide customer satisfaction - the customer will be re-rated at
the utility's rate-to-compare for his final billing cycles with NAPG
We ask that the customer contact NAPG's customer
care department when he has received his billing invoices following after his
1/5/- 2/3/statementHe will then be issued an accommodation at the
difference of the utility's rate-to-compare for the invoices that apply until
his accounts are no longer supplied by NAPG
Should you have any further questions or concerns,
please do not hesitate to contact me
Sincerely,
Compliance Department
North American Power and Gas

Complaint Information:
...



Upon receipt of this complaint, our Account Specialist sent the following email to the customer after being unable to reach them via phone: Hello Mr. & Mrs. [redacted] We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be made. Below you will find a summary of the accommodation issued: [redacted] (Electric) - 1/21-2/21 - $302.78 - 12/19-1/21 - $185.50 - Difference at the utility’s rate to compare Total electric refund: $488.28 The accommodation will be issued to you in the form of a check and should be received within 14 business days. Please contact me at [redacted] for any questions or concerns. Thank you,

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.  I received an email directly from the company, and emailed them directly. 
I asked that instead of issuing a check, that they credit my account.   I also wanted some type of guarantee that the charge that I will be receiving on my last billing cycle with them be a reasonable rate. To date, I have not received a response.
Sincerely,
[redacted]

It is NAPG’s standard practice
to notify its customers of their renewal options prior to the expiration of
their...

fixed contract.  However, if the customer takes no action and/or
opts out of renewal, the Terms of Service indicates that their account will
automatically default to a variable rate plan. 
 
Variable rate plans offer
customers the flexibility to make changes to their account as their energy
needs change, without incurring any penalties.  However, this rate plan is
also subject to price fluctuations based on energy market conditions and other
price related factors.  That being said, rates can go higher or lower than
the local utility in any given month and savings are not guaranteed.
According to our records, [redacted]s rate change request was processed and took effect as of his Jan - Feb 2015 bill cycle.  Any rate change requests are processed pursuant to the utility's rate change timing rules and therefore could indeed take 1 to 2 bill cycles to take effect.  Per NAPG's customer interaction logs, [redacted] was provided with this information on 12/18/2014. 
Concerning cancellation, if [redacted] opts to cancel supply with NAPG, the company will waive any early termination fees associated, as a courtesy to the customer. 
 
Nevertheless, to remedy the matter, attempts
are being made to contact the customer to discuss his complaint.  As an
alternative, he is encouraged to contact NAPG’s escalation hotline at
[redacted] ext. [redacted] to speak directly with an escalations agent.  We look forward to an amicable resolution.
Sincerely,
Compliance Department
North American Power and Gas

It is NAPG’s standard practice to notify its customers of their renewal options prior to the expiration of their fixed...

contract.  However, if the customer takes no action and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to a variable rate plan. 
 
According to our records, [redacted] renewal letter was sent to him on 5/13/2014.  Therefore, the company met its contractual obligations to the customer.  We regret if [redacted] did not receive his letter and apologize if he had an adverse experience.
 
And so, he is encouraged to contact NAPG’s escalation hotline at [redacted] to speak directly with an escalations agent if he wishes to further discuss this matter.  We look forward to an amicable resolution to his concerns.
 
Sincerely,
 
Compliance Department
North American Power and Gas
%

We're truly sorry
that the customer, like many customers of both suppliers and utilities across
the region, have experienced higher-than-usual variable rates this
winter—unfortunately, wholesale prices for both electricity and natural gas
this winter have sky-rocketed as a result of a severe winter energy shortage
caused, in large part, by the extraordinarily cold weather. We do offer
fixed rates that can help insulate customers from these types of market
fluctuations, and our variable rate customers can always call us to make this
switch. 
 
In the interest of
customer satisfaction, we are sending the customer a check in the amount of $652.46,
which is the difference between what the customer paid with us for their electricity and natural gas supply
and what they would have paid at the utility's rate-to-compare for the
customer's last two billing cycles. 
  
We sent an email to
the customer outlining these points. We sincerely hope that the customer is
satisfied with this outcome, and we encourage them to contact our Account
Specialist, [redacted] with any additional questions or
concerns.

DO NOT DO BUSINESS WITH THIS COMPANY! I was in a 6 month contract with them as my electric supplier. My rate was .0699 cents per kilowatt. They did not notify my in any way at all that the contract had ended. Instead, they just bumped up the rate to their own "variable" rate of .01399 cents per kilowatt. My electric bills were double what it should have been for January and February....two of the coldest winter months in Ohio. I called to see if they would credit some of it, but they outright refused. I'm still paying for it. I've seen that this company has had a lot of complaints. Many of which still have not been resolved. I wish I would have read some reviews before doing any business with them. I think what they are doing is certainly unethical and probably illegal.

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.
Sincerely,
[redacted]

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been...

astronomically high in New Jersey this winter—in fact, they've been high throughout the Tristate, the mid-Atlantic, and the Midwest.
 
The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spike. In fact, the highest winter demand day ever was recorded in January.
 
We understand your frustration, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
 
Gas - 397001
-       $31.05 – 3/22-4/22
-       $48.01 – 2/21-3/21
-       $178.51 – 1/22-2/20
-       Difference at the fixed rated ($0.5590/Therm)
 
Total refund $257.57
 
The accommodation will be issued to you in a check and should be received within the next 14 business days.
 
The fixed rate mentioned above will also be applied to your account for the final month of service.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

Upon receipt of this customer follow-up, we sent the following email to the customer, via our Account Specialist:
 
Hello Mr. & Mrs. [redacted],
 
We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be made. Below you will find a summary of the accommodation issued:
 
209877 (Electric)
-       Dating back to the inception of your enrollment (This excludes the $130.15 that has already been issued)
-       Difference at the utility’s rate to compare
 
Total electric refund: $559.42
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Your account is no longer active and will not incur any further charges.
 
Please contact me at [redacted] for any questions or concerns.
 
Thank you,

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.
Sincerely,
[redacted]

Please see my response to North American Power below, this
was sent via email today. So in addition to last month’s bill we would like to
be compensated for this month as well because we are locked-in until 3/21/14 .  
[redacted]
 
I really appreciate the refund but please keep in mind we are
locked-in with North American Power until our next meter reading which I
believe is tomorrow. We were able to terminate the North American Electric
service last month but for whatever reason we could not terminate the Gas
billing until this month and from what I understand the billing is going to be
the same rate according to one of your coworkers. Please make us happy and
re-rate the March’s bill for Gas only since we were able to terminate the NA
Electric billing.
 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I left 2 messages with 2 different representatives from north power co and neither of them got back to me, I emailed the address that was given on the response and he did not get back to me, this company makes like they want to work this out but does not email me back or call me back, this amount they are crediting me is probably for one month that I had to pay higher amount, I have 2 bills that I was paying a price of like 17.9 for electric when it was supposed to be 7.99, and now I do not have a contract price so I will be paying the high price again. This is unacceptable to me.
Sincerely,
[redacted]

Hello,
[redacted] - Complaint # [redacted]
We
at NAPG take the customer's claims very serious and have diligently
investigated Ms
[redacted]'s account to provide a reasonable response according
to our reports
Please note that within the terms of service, it indicates
that the customer must email or mail the request form and a copy of their first
month's bill for the applicable account showing North American Power and Gas,
LLC as the supplier within days of the date of the customer's first bill
(the "Expiration Date")
Based
on the customer's account details, we do show that a $welcome bonus was
mailed to the customer, however, we are awaiting confirmation from our
promotions department to verify if the welcome bonus which was mailed to the
customer in the form of a [redacted] gift card was activated and used
In
the interim, in the hopes to provide customer satisfaction; an accommodation in
the amount of $will be issued to the customer as a substitute for the
alleged welcome bonus that has not yet been received. This accommodation
will be mailed to the customer in the form of a check and should be received
within the next 7-business days.Should you have any further questions or concerns, please do
not hesitate to contact me directly
Sincerely,
Compliance Department
North American Power
[redacted]
T ###-###-####
F ###-###-####

Hello,
([redacted])
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we
apologize for the challenging experience [redacted] has had
regarding her account.
On
12/13/2013, [redacted] enrolled into a 12-month fixed rate which provided
savingsAs a standard, NAPG sends renewal notices to advise customers when
their fixed rate contract is soon to expire and encourage them to contact us to
renew their rate plan.
In
[redacted]'s case, she contacted our customer care department to discuss potential
rates being offered to renewing customersUltimately, on 12/12/2014, [redacted]
decided to renew into an 11-month $0.1279/kWh fixed rate
Since
the time, [redacted] renewed her fixed rateShe has expressed displeasure,
because the new fixed rate is currently above her respective utility provider's
current standard to offer rate.
Keep
in mind, that there are numerous factors that go into determining renewal rates
that are offered to all customers, however, NAPG works hard to provide competitive
ratesIn this instance, NAPG's fixed rate is slightly above [redacted]'s
utility provider's rate-to-compare
Although
[redacted] knowingly enrolled into a the 11-month $0.1279/kWh fixed rate, in the
spirit of customer satisfaction, we will be rerating the customer to the fixed
term of $0.1139/kWh for 11-monthsIt is important
to mention, for any enrollment, cancellation
or rate change request it may take up to 1-meter reads before the request is
reflected on the customer's invoiceTo further accommodate the customer, we at
NAPG will compensate the customer at the difference of the $0.1139/kWh
fixed rate for the customer's supply, until the $0.1139/kWh fixed rate has been
reflected on the customer's invoice
Contact
has been made with the customer and they were made aware of the mentioned
accommodations
Should you have any further questions or concerns, please do not
hesitate to contact us directly
Sincerely,
Compliance Department
North American Power
[redacted]