North American Power

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 $203.84,
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.

Light",sans-serif">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

HelloComplaint # [redacted])We at NAPG take all customer claims very seriously and diligently investigate each case to provide a reasonable response according to our records.Upon further review, it has been determined that due to an administrative oversight, Ms[redacted] account was not properly cancelled.Therefore, the customer will be issued a refund in the amount of $- which is the difference between what the customer was charged for supply with us and what they have paid if they were charged at the utility's rate-to-compare for the all the months after the customer's May meter reading up until the customer's service end date with NAPG (3/17/2015).On 3/17/2015, contact was made with the customer and she was informed of the refund mentioned aboveShould you have any further questions or concerns, please do not hesitate to contact meSincerely,
Compliance Department
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]

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.
North American Power sent me a $68 check.  Thanks Revdex.com for your investigation.
Sincerely,
[redacted]

We're truly sorry
that the Ms. S[redacted], 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 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 $437.48,
which is the approximate 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. 
 
The customer has a
service end date with us of 3/3/14, and we will provide a further accommodation at the
utility's rate for this last cycle. 
 
We sent an email to Ms. S[redacted] 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.

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted]. 
In the complaint, Mr. [redacted] expresses dissatisfaction with the variable rate
charged following the expiration of his fixed...

contract and states he requested a
phone call before the contract ended.
 
To
start, it is NAPG’s standard practice to notify its customers of their renewal
options (by mail) prior to the expiration of their fixed contract. 
However, if the customer takes no action following the notice and/or opts out
of renewal; the Terms of Service indicates that their account will automatically
default to a variable rate plan.  That said, if the customer wishes to cancel
their service, they can do so at any time, in accordance with the Terms of
Service provided at that time of enrollment. 
This was the case with Mr. [redacted].
 
At
this time Mr. [redacted]’s supply service has been cancelled and his service returned
to the utility’s standard offer on 12/16/2014.
 
NAPG
is currently making attempts to contact Mr. [redacted] to further discuss his
concerns.  He should expect a call from an
NAPG customer service agent at any time prior to Friday, 1/9/2015.  We look forward to resolving this matter amicably.
 
Sincerely,
 
Compliance
Department
North
American Power and Gas

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.   I appreciate the stand-up nature of NAPower.
Sincerely,
[redacted]

COMPANY HAS REQUESTED COMPLAINT BE REOPENED SO THEY CAN RESPOND.
 
 
 
Company Response: Richard Weber - Complaint # [redacted] Based on the customer’s account details, it has been determined that the 8-month fixed rate been applied to the customer’s electric account and has been reflected on the customer’s past 4 billing cycles. Regrettably, the refund which the customer was promised was not processed correctly, which has delayed the mailing of the refund to the customer. However, this issue has been resolved. The refund has been requested and will be mailed to the customer via FedEx overnight once it has been printed. Several attempts to contact the customer to have been made, but these attempts have been unsuccessful. Should you have any questions or concerns, please do not hesitate to contact me.

Complaint: [redacted]
I am rejecting this response because:The sales associate on the telephone was EXTREMELY RUDE as she hung up the telephone and did not tell me that I would be added to the do not call list, nor did I get a letter in the mail confirming this. The company needs to revise their materials and provide an easy way to be added to the do not call list, i.e. by including a specific email address where people can send a request rather than having to call and spend several minutes on the telephone with them. Very deceiving and scammish company!
Sincerely,
[redacted]

It appears that the customer inadvertently did not receive the rate she signed up for--as a result, we are issuing a refund for the difference between what she paid with us and what she would have paid at the correct rate for the affected period. We are in ongoing discussions with the customer until...

the issue is fully resolved, and we truly apologize for the customer's inconvenience.

Complaint: [redacted] am rejecting this response because:
I had one phone call from NA Power - from [redacted] on march 6th
He told me he would get back to me with the final number I am due on Wednesday march 8th
the number he quoted me as settlement is about 400 less than I am due based on my own calculations
I also called the Compliance manager in the letter but also got no response from her as well
Sincerely,
[redacted]

Company Response to Complaint:
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.  This was the case
with [redacted].As a courtesy and resolution to this
complaint, NAPG will rerate [redacted]'s last bill cycle to the utility's
standard offer and issue him a reimbursement for the
difference.  Contact is being made to advise [redacted] of this
information.  As an alternative he is also encouraged to contact NAPG's
escalation hotline at [redacted] ext. [redacted] to speak directly with an
escalations agent. 
We hope this response has meaningfully
addressed this complaint. 
Regards,
Compliance Department
North American Power and Gas

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.
[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 fixed rate
Regrettably,
there seems to have been a glitch with our systems that affected the rate
groupings of certain customer accounts
One
of these accounts happened to belong to [redacted], however, several
attempts have been made to contact this customer, to explain the reasons for the rate error, but all
attempts have been unsuccessfulA corrective refund in the amount of
$will be issued, which is the difference between what the customer paid
with us for their supply and what they would have paid if they were charged
properly at the fixed rate for the 9/16/– 10/16/billing cycle
Lastly,
the customer's account is no longer enrolled with NAPG, and will not incur any
further charges
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly
Sincerely,
Compliance Department
North American Power

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.  This was the case with [redacted].
 
According to our records, [redacted]'s renewal letter was sent to her on 7/28/2014, prior to the expiration of her fixed contract and in accordance with New York Rules.  Therefore, the company met its contractual obligations to the customer.  We regret if [redacted] does not recall receiving her letter.
Attempts have been made to contact the customer to discuss her complaint but to no avail at this time.  Therefore, she is encouraged to contact NAPG’s escalation hotline at [redacted] to speak directly with an escalations agent.  We look forward to an amicable resolution.
 
Sincerely,
 
Compliance Department
North American Power and Gas

Complaint: [redacted]
I am rejecting this response because:
On May 14, 2014 I filed a complaint against North American Power and Gas to fully refund the sum of $150 to me. After I signed up as a representative for business presentation. After filing first complaint, I received a call from a representative of North American Power and Gas stating that they would mail out a [redacted] gift card of $50 dollars within 7 days. I have not received any restitution from that initial phone call. I have tried contacting North American Power and Gas to resolve the issue and all I've gotten were the runarounds. I can only speculate that as from the onset North American Power and Gas is only selling smoke and screen.
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Desired Settlement / Outcome
Desired Settlement:



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Desired Outcome:


I want a full refund of $150.00 paid funds due to me.



Sincerely,
John Bidden

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. They have told me I should receive a refund check in a few weeks, if this happens I will be satisfied with the resolution. Sincerely, [redacted]

Company Response to Complaint:

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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 by the deadline and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to a variable rate plan. This was the case with [redacted], since her deadline for renewal was 9/17/2014.
 
Upon review of our customer interactions log, NAPG has no record of [redacted] contacting the company in the month of October 2014.  However, she did call in December 2014 to inquire about the rates and at that time, enrolled in a 12-month fixed rate plan.  She was advised that it would take 1-2 bill cycles for the rate change to take effect.  It’s important to point out that due in part to our consolidated billing with the utility company, transactions such as cancellations and rate changes are processed in accordance with the utility’s rate change timing protocols and switching practices.  Therefore, NAPG can neither change or expedite this processes.
 
We regret that [redacted] was dissatisfied.  However, her service has been cancelled as she requested and will return to her utility’s standard offer on 2/24/2015.  As a courtesy to the customer, NAPG will waive her early termination fee.
 
Several attempts have been made to contact the customer to discuss his complaint but to no avail at this time.  NAPG will make further attempts  however, as an alternative she 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