North American Power

When I was speaking to the rep, I was told that I would be saving money and being green. So I signed up. The final bill at my previous address was a month and a few days, all of which I was not living there, totaled over $200 two times what the electric company would have charged me. I called the company, I asked if there was anything that could be done. They just kept repeating the same sentence of "We're sorry but you signed up for the Green program and that's what we have in our system." I tried to explain again that I was told that I would be saving money, but there's no way to prove that is true. I'm very disappointed and I would go with another company.

We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, has 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 extraordinary 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 $154.85, which is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's last billing cycle.
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.

Complaint:[redacted]
I am rejecting this response because:
1- HOW DID THEY NOTIFY ME ?????
2- WITH ALL COMP. I HAD IN THE PAST I ALWAYS GOT A PHONE CALL ABOUT STOPPING PLAN
3- WHEN I FIRST NOTICE THE CHANGE, I WENT ONLINE, THEY DIDN'T HAD ANY PLAN IN SIMILAR RATES AT ALL ONLINE (IT WAS MORE THEN A 1/3 CHEAPER ONLINE)
4- ALWAYS THE FLEXIBLE RATE IS 2-3 POINTS HIGHER OR LOWER THEN THE FIXED, NOT 2X THE THE RATE 17.99 INSTEAD OF 8.99-10.99 
5- THE SAME, THAT ESCO ARE ALWAYS WITHIN RANGE OF THE REGULAR SUPPLIER, IN THIS CASE NYSEG, WHICH WAS AROUND 5.99 ALL THE TIME 
THEY FOOLED ME , AND ALL MY FRIENDS THAT THEY ARE IN THE RANGE OF OTHER COMP., AND WITH FIXED I WOULD EVEN GAIN MUCH MORE, NOT ONLY I LOSE WHEN I WAS FIXED
AS NYSEG WAS THEN 5.99+/-, AFTER THAT THEY USED UP OUR MISUNDERSTANDINGS TO CHANGE IT TO 2 x THE RATE, NOT COUPLE POINTS HIGHER, (AND 3  x THEN OTHERS)
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, assuming I'll get suggested refund 
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.
Sincerely,
[redacted]

Hello,
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 yearUnfortunately, the customer's fixed rate expired and defaulted to
the variable rate for one month
Attempts have been made to contact the customer, but
to no availIn the interest of customer satisfaction, we are sending the
customer a check in the amount of $24.76, 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 billing cycle
Lastly, the account is no longer enrolled with NAP, and will not incur any further charges.
We
encourage the customer to contact me directly at [redacted] with any additional
questions or concerns.
[redacted] Regulatory Compliance Analyst
North American Power
[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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  the amounts provided are still a fraction of what would be reasonable.  I have replied directly both to the associate as well as the [redacted] with no response.  Earlier attempts to phone NA Power and was advised to e-mail to resolve issue.  Find below last correspondence:
 
[redacted]
Thank you for the consideration but I still do not understand how you are calculating 'difference at the utility's rate to compare'?  Even with the accommodation the rates charged during the period are not reasonable.  I would prefer to reach resolution directly with NAP versus pursue with Board of Public Utilities or other options.  Please advise.
Sincerely,
[redacted]

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]

We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, has 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 extraordinary 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 $334.18, 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 billing cycle.
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], directly at [redacted] with any additional questions or concerns.

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]

What North American Power and Gas, LLC fails to understand, we no longer require services for electricity for our home. We have rented our home out long term because we could not afford the cost of electric that North American Power and Gas, LLC was charging us (double industry standard rates). Again, we paid out over 1,000.00 in 3 months to a home no one uses full time. It's only a ski house that we occasionally rent out. The new tenants have selected their own electric provider.
Again, we no longer have a home to heat thanks to the electric being so expensive.
I also would like to mention that we never received this letter asking us to respond whether or not we want our electric to double. Does the merchant have proof of delivery? Matter of fact, I would like to see that letter or form of correspondence they allegedly sent us. They can send to my home address which is (and they have this on file[redacted]
thank you.
PS - Please issue a credit

[redacted] - Complaint # [redacted] (Rebuttal) Attached you will find a copy of the customer's refund check and tracking receipt for their shipment.Thank you,Compliance Department

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 e-mail from Business today promising that I will receive 
rebate within next two weeks and giving me $0.0549 / kWh for the next three
billing cycles. I consider this as a satisfactory outcome and complaint
being solved to my satisfaction.
 
Thank you very much for your assistance.
Sincerely,
[redacted]

Hello,([redacted])NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we apologize for the
challenging experience the customer has had
regarding their account
Our
records indicate, that the customer was enrolled into a 6-month fixed rate at $0.0999/kWh
As a standard, NAP 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 planAdditionally, as stated in the terms, if the customer takes no
action, their account will default back to the standard variable rate
plan. According to our records, this was the case with Mr[redacted], however,
on 10/13/2014, a request was made by the customer in enroll into a 6-month
$0.1159/kWh fixed rate – which was approved and has been reflected on the
customer's 9/12/– 10/10/and 10/11-- 11/10/billing cycles
Several
attempts have been made to contact the customer to address their concerns, but
the attempts have been unsuccessful
In Although this customer was
properly charged for supply, In an effort to provide customer satisfaction, a
courtesy accommodation in the amount of $will be offered to the
customerThis concession will be issued for two months in which the customer was
charged at the variable rate, because their initial fixed rate expired and
defaulted to the market rateThe accommodation was calculated at the
difference between what the customer paid with us for their supply and what
they would have paid if they were charged at NAPG's fixed rate ($0.1159/kWh)
for the customer's 7/15/–
8/12/and 8/13/– 9/11/billing cycles
Should you have
any further questions or concerns regarding this matter or offered
accommodation, please don't hesitate to contact us directly
Sincerely,
[redacted]
North American Power
[redacted]
T ###-###-####
F ###-###-####

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]

Our Account Specialist sent the following email to the customer:
 
Hello [redacted],
 
North American Power apologizes for the inconvenience regarding the delay of your $50.00 Welcome Bonus. To...

expedite the process a $50.00 check will be issued to you, as a means to substitute the Visa card. The check should be received within the next 14 business days.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

Complaint:[redacted]I am rejecting this response because:1- HOW DID THEY NOTIFY ME ?????2- WITH ALL COMP. I HAD IN THE PAST I ALWAYS GOT A PHONE CALL ABOUT STOPPING PLAN3- WHEN I FIRST NOTICE THE CHANGE, I WENT ONLINE, THEY DIDN'T HAD ANY PLAN IN SIMILAR RATES AT ALL ONLINE (IT WAS MORE THEN A 1/3 CHEAPER ONLINE)4- ALWAYS THE FLEXIBLE RATE IS 2-3 POINTS HIGHER OR LOWER THEN THE FIXED, NOT 2X THE THE RATE 17.99 INSTEAD OF 8.99-10.99 5- THE SAME, THAT ESCO ARE ALWAYS WITHIN RANGE OF THE REGULAR SUPPLIER, IN THIS CASE NYSEG, WHICH WAS AROUND 5.99 ALL THE TIME THEY FOOLED ME , AND ALL MY FRIENDS THAT THEY ARE IN THE RANGE OF OTHER COMP., AND WITH FIXED I WOULD EVEN GAIN MUCH MORE, NOT ONLY I LOSE WHEN I WAS FIXEDAS NYSEG WAS THEN 5.99+/-, AFTER THAT THEY USED UP OUR MISUNDERSTANDINGS TO CHANGE IT TO 2 x THE RATE, NOT COUPLE POINTS HIGHER, (AND 3  x THEN OTHERS)Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
North American is claiming that their variable rate is based on Market conditions. This claim is strictly bogus, since they have doubled their market rate since I signed with them 2 years ago and everyone knows that energy costs have gone down dramatically over that period. They provide no evidence of actual market conditions. It is strictly a unilateral rate they make up to gouge customers claiming a change in market conditions. They have already been sued for this practice in several states. In addition, they claimed to have made several unsuccessful attempts to contact me. This is an absolutely lie, since I've received no correspondence, no phone messages (I have an answering machine backed up by Verizon voicemail)and no text messages. In fact, when I tried to reach them, no one answers a call. I finally spent over an hour on hold before any customer service rep picked up. This company is becoming well known for its fraudulent practices and the Revdex.com should do its best to keep the public informed.

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 $126.15, which is the difference between what the customer paid with us for their 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], directly at [redacted] with any additional questions or concerns.