North American Power

Hello,Complaint #[redacted]Customer service and satisfaction are certainly of great importance to us; which is why, all complaints filed against NAPG are taken seriously and thoroughly reviewed in order to address the concerns alluded to by the complainant.Based on [redacted]...

account details, on 2/4/2013, he enrolled his account with NAPG and selected a variable rate. During this time period NAPG did not offer nor market any fixed rate agreements; but when these rate options were implemented they were offered to current, potential, and former customers. Several methods were used to inform customers of the newly added rate contracts.  Whether it was via an outbound telemarketing campaign or the mailing of advertising pieces; we encouraged all customers to take full advantage of the various plans that were available; which in turn, would insulate them from the unpredictability the variable rate could bring about throughout a given year.In [redacted]s case, not only was he (and/or household) the possible recipients of a mailer or phone call, he was mailed a courtesy notification alerting him that his price for supply would increase due to factors plaguing the market. We never heard back from [redacted] until this past February when he contacted us. In the course of him speaking with an agent, he was informed of the details mentioned above – which prompted him to request the cancellation of his account. Although no refunds or adjustments were warranted; with the hopes to retain M[redacted] as a customer, we offered to rerate his Jan-Feb billing period at the difference between the rate he was charged and our fixed rate (offered at the time).  However, in order for M[redacted] to receive this credit it was contingent on him not cancelling his account; and secondly, enrolling onto the offered rate plan.  Regrettably, he declined the offer and requested that his account be terminated.Despite M[redacted] declining our offer, please be advised that, this offer is still being extended to him should he decide to reconsider. His request to cancel was processed, and as of 3/15/2017, his account will no longer incur any further supply charges from us. Attached you will find the [redacted] of [redacted]’s enrollment.We hope that this response has meaningfully addressed all of [redacted]’s concerns.  Should you have any additional questions, please do not hesitate to contact us directly.  Sincerely, Compliance Department North American Power & Gas, LLC

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Hello,This
email is in response to the complaint filed by [redacted]s Nelson - Complaint # [redacted]
NAPG
does not take complaints in which a...

customer claims they were misled at any
part during their enrollment lightly nor will it be tolerated.  It is
clearly specified to all DTD representatives during their training that any
form of misrepresentation or the manipulation of the specifics of our product
will lead to immediate termination of one’s employment.  The DTD agent
implicated in this complaint has been removed from the DTD campaign while we
undergo a further investigation into this matter.
Mr. [redacted]’s account with NAPG have been cancelled and will return back to
his respective supplier.  Fortunately, the customer’s account never went
on flow with us. Therefore, he has not incurred any supply charges from us nor will he in the future.
We
deeply apologize for any inconvenience Mr. [redacted] might have experienced and
hope this response was meaningful and addressed the customer’s concerns.
Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Complaint: [redacted]
I am rejecting this response because: I was told on August 7th by the representative that I would be charged until the billing cycle ended on August 27th and I would be able to switch back over after that. I was never told at any time it would take 1 to 2 billing Cycles. I recently was told that again by the representative who was resolving my issue that I would be refunded the difference back starting the billing cycle August 28th. At no time again was I told it would take one to two billing cycles and that it would not affect me until the end of September. Therefore my expectation is that I would be refunded the difference from the August 28th start that billing cycle
Sincerely,
[redacted]

Hello,
([redacted] - Rejection) 
We
at NAPG have diligently reviewed Ms. [redacted]’s ’s account to provide a reasonable
response according to our records.
After
further review and consideration, To address her claims of not receiving the
renewal letter, an additional accommodation of $159.58 will be issued. This
refund 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 the
utility’s rate-to-compare for their 7/9/2014 – 8/12/2014 and 8/12/2014 –
9/9/2014 billing cycles.
The
customer will also be refunded at the utility’s rate-to-compare for their final
billing cycle with NAPG, however, this invoice has not yet been generated in
our system. We advise Ms. [redacted] to contact our customer care department once
she has received her November – December invoice. We will then determine the
refund amount, and will issue the refund.
Should
you have any further questions or concerns regarding this matter, please don’t
hesitate to contact me directly.
  
Sincerely,
[redacted]
North American Power
[redacted]
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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.
  HOwever, pleaes note that this resolution is only partial.  North American Power did not take into account the February bill that I was also overcharged, and only settled the March and April bils.  I have communicated direclty with them to resolve that piece as well.
Sincerely,
[redacted]

We’re happy to
inform you that all...

the customer’s concerns have been addressed, and an
accommodation check in the amount of $133.37, which is the difference between
what the customer paid with us for their supply and what they would have paid
to the utility at its rate-to-compare for the customer's last billing
cycle. 
We
encourage the customer to contact me directly at [redacted] with any additional
questions or concerns. 
[redacted] Regulatory Compliance Analyst
North American Power
[redacted]
[redacted]
[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, on 11/11/2014, that the customer called into our customer
care department to request cancellation of their accountHowever, contained in
the NAPG Terms Of Service, it clearly specifies that a customer's cancellation
notice must be received via email at least five (5) business days prior to the
scheduled charging of your credit card in order to avoid future charges, in
this case, the customer was informed by the CSR to send an email to [redacted] to request the
cancellation of their account.
Attached
you will find the TOS that outlines the specifics pertaining to the
cancellation of an account
Although
this customer was charged accordingly, as a courtesy, the $that was
debited for the customer's November billing period will be refunded back to the
customer debit/credit cardThe customer is no longer enrolled and will not
incur any further charges from NAPG.
We
certainly wish there was more we could have done and regret that the customer
was dissatisfied with our service
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly. Sincerely,[redacted]
North
American Power[redacted]
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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 $247.03, 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] with any additional questions or concerns.

We're sorry that the customer has experienced this inconvenience. In the interest of customer satisfaction, we are sending the customer a check in the amount of $134.53, which is the difference between what the customer paid with us and what they would have paid at the fixed rate. They should...

receive this check within the next 1-2 billing cycles. 
 
We hope that the customer is satisfied with this outcome, and we encourage them to contact us with any additional questions or concerns.

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,
Complaint# [redacted] ([redacted])
We at
NAPG take the customer’s claims very serious and have diligently investigated Mr.
[redacted] account to provide a reasonable response according to our reports.
Based
on the customer’s account details, on 2/5/2015, the customer enrolled his
account into a 12-month $0.0999/kWh fixed rate. Typically, a rate change
request of any kind can take up to 1-2 meter reads from the date which the
request is submitted to the utility company. In Mr. [redacted] case, the request
was made and submitted to the utility company on 2/5/2015. The fixed rate was
then reflected on the customer’s 3/4/2015 – 3/31/2015 billing cycle, which is
within the time period that a rate change may take before it goes into effect.
Although
this customer was in the middle of their billing cycle when they elected to
enroll into the mentioned fixed term above, the customer was issued an
accommodation in the amount of $122.30 – which was calculated at the difference
between what the customer paid for supply with us and what they would have
paid, if the customer was charged at the 12-month $0.0999/kWh fixed rate for
their 12/31/2014 – 2/6/2015 billing cycle. 
As
of 3/31/2015, the customer’s account has been cancelled with NAPG and has not incurred
any further charges beyond this date.
Should
you have any further questions or concerns, please do not hesitate to contact
me directly.
 
Sincerely,
 
Compliance
Department

If I received a letter from north American power I don't recall seeing it.  I think they are lying, however I will always encourage anyone I know to stay away from these criminals! 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]

Hello,   This email is being sent in response to the complaint filed by Scott Marchese - complaint #11423608  
11pt;">With regard to the customer’s concerns pertaining to the renewal letter provided to him upon his request. Back in 2013, these files were generated in-house using an internal application. When archived files were pulled during this time-period the data stamp listed is from when we pulled the last copy - not when the original letter was generated. The letter generated on 3/09/2016 is proof of that. We now have a letter generation and mail vendor that we use to generate and mail all business transactional correspondence to customers.   Furthermore, the fixed plan that Mr. Marchese enrolled onto was for a 6-month $0.0979/kWh fixed rate, which was supplied to him for the indicated term length. In fact, he received an additional 2 months at the mentioned rate plan after his agreement had expired. Hence the customer received an 8-month fixed rate plan rather than a 6-month term. In addition to this it is important to mention that the customer contacted us 2 years later after his fixed agreement had ended, requesting a refund – which by all accounts was not and is not warranted, because a renewal notice was mailed to Mr. Marchese, and the rate he was charged for supply is clearly listed on his utility invoice.  If there was a concern Mr. Marchese could have contacted his utility or North American Power within a few months of his plan expiring, not 2 years later. Also, a customer has the option to log into their customer portal, and change their own rate without contacting North American Power’s customer service department.   Although we show that a refund is not necessary and the customer was properly charged for service; in the hopes to provide customer satisfaction, the customer will be issued a $25.00 accommodation check for any inconvenience he might have experienced.   As of 4/25/2016, Mr. Marchese’s account has been cancelled with us and has not nor will he incur any further supply charges beyond this date.   Should you have any further questions or concerns, please do not hesitate to contact me directly.   Sincerely, Compliance Department North American Power

Hello,
([redacted])
We're
sorry that the customer, like many customers of both suppliers and utilities
across the region, have
experienced higher-than-usual variable rates this year
The customer was enrolled into NAP's guaranteed savings plan, however, the plan
expired and defaulted to the variable rate
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
$135.49, 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 customer's past two billing cycles.
Lastly,
the customer will be refunded at the utility's RTC for their final months of
service
We
encourage the customer to contact me directly at [redacted] with any
additional questions or concerns.
[redacted]
North American Power
[redacted]
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Complaint: [redacted]
I am rejecting this response because:  Once again, FOr well over a year, I have heard this companies agreement to pay me the monies they have agreed to pay me. Yet they have not paid anything. I do not believe anything this company promises. They have not paid me what they owe me and I will not be satisfied or believe them until  I see the payment.. Do not believe anything this company tells you
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
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,
font-family: Cambria, serif; color: black;">([redacted])
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 year, unfortunately, wholesale prices for both electricity
and natural gas have sky-rocketed as a result of a severe winter energy
shortage caused, in large part, by the extraordinarily cold weather. 
Attempts
have been made to contact the customer, but to no avail. In the interest of
customer satisfaction, we are sending the customer a check in the amount of
$289.55, 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 two billing cycles.
Lastly,
the customer will be refunded the difference at the utility’s rate-to-compare
for last billing cycle with NAP.
We
encourage the customer to contact me directly at [redacted] with any
additional questions or concerns.
-[redacted]North American Power
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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 would like to keep this open until we have received this check.
 
Sincerely,
[redacted]

I share the same experience that others have. The pricing structure is predatory. I would strongly recommend staying away from this power supplier.