Novec Energy Solutions Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I will like an explanation as to why they attempted to commit a fraudulent act against meI'm concerned how many other people this has happened to and if I should be filing legal charges against this companyMaybe even a class action lawsuit
Regards,
*** ***

This letter is written in response to a complaint regarding the customer *** * ***The customer claims in the complaint that Novec EnergySolutions (NES) charged him $to cancel his account*** *** also stated he paid the termination fee to *** *** ***I reached out to
*** *** (attached email and response) to explain the reason of the fee*** *** had a contract which was set to expire May 31, *** *** closed his account on October 31, which triggered the termination fee of SI reached out to *** *** to offer him a payment arrangement to cancel the fee, but he advised he had already paid the fee in full.At this time we consider this account paid in full and closed.Jessica *Z*** NOVEC EnergySolutions Customer Service Analyst

This letter is in response to your correspondence dated January 7, and received at our offices on January 19, 2018.*** *** states in his complaint he signed for our services September 1, to August 31, Our Terms and Conditions states if the customer does not call before the
expiration date, the contract will automatically renew for one yearSince *** *** did not call before August 31, 2017, his contract has automatically extended to August 31, 2018.I have attached a copy of the sample mailer he received and agreed to when he signed up for our services In the back of the mailer, under “Cancellation Provisions” we state:After the tenth (10) business day, Customer may terminate contract with calendar days written notice prior to the first day of the calendar month in which the termination is to be effective A cancellation fee must accompany this written notice The customer agrees to pay $cancellation fee to cancel the contract at any time before the end of the contract termSuch termination fee should be made in the form of a check, cashier’s check, money order or credit card Once the termination fee is processed, the customer will be returned to the utility on the next cancellation date set by CGV.At this time, we will sustain the $termination fee, should service before August 31, 2018.Truly yours,Jessica Z***NOVEC Energy Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
NOVEC has repeatedly stated they have sent a postcard as a "chance to cancel their services and renew their yearly contracts".  This is a complete and blatant lie.  To my count, I would have received at least 4 of these postcards since I have been a customer of NOVEC, however, I have received not one of these said postcards.  I was never given the opportunity to cancel my account and this is completely unfair to keep customers in this ridiculous contract that is nearly impossible to removed themselves from.  I am rejecting this response because of those reasons and still request that this $150 termination fee be waived.
Regards,
[redacted]

[redacted] subscribed to a one year contract for services with NOVEC Energy Solutions on September 1, 2016.  His contract is scheduled to end on August 31, 2017. However, we received a request to cancel his services effectiveMarch 31,2017.  Due to [redacted]'s cancellation prior to his...

contract expiration date, an early termination fee of $150.00 was assessed to his account.[redacted] account with NOVEC Energy Solutions is cancelled at his request. However, the termination fee at this time is sustained and will not be waived. Truly yours,Jessica ** Z[redacted]NOVEC Energy SolutionsCustomer Service Analyst

This letter is written in response to a complaint regarding the customer [redacted]. The customer claims in the complaint that Novec Energy Solutions (NES) charged him $150.00 to cancel his account. [redacted], states in his complaint that he has never received a renewal card from NES.In fact, all...

of our customers are given a chance to cancel their services and renew their yearly contracts. We send a postcard to remind our customers of their contract termination date. The renewal postcard also tells them the new rate they will be renewing their contracts. In terms of our termination fee, our renewal card states:“All other terms in your current contract will continue for the next twelve months”[redacted] closed his account on January 31, 2015. His contract was due to cancel on October 31, 2016. NOVEC Energy Services purchases gas according to the amount of customers we have. If a contract is cancelled before is due; we lose the allocated revenue for the specific account. [redacted] was given several opportunities to cancel his account on time and he did not. At his request a copy of his contract Terms and Conditions was mailed to his service address.At this time, our termination fee is due and sustained.Truly yours,Jessica *. Z[redacted] NOVEC Energy Solutions Customer Service Analyst

November 10th, 2015Dear [redacted],This letter is written in response to a complaint regarding the customer [redacted]. The customer claims in the complaint that Novec Energy Solutions (NES) charged him $150.00 to cancel his account before the end of his contract. [redacted] also states...

that he was willing but not able to pay such termination fee with his credit card over the telephone. [redacted] also states he is afraid to lose his security clearance and to damage his credit score.[redacted]’s account is not in collections, nor has it been forwarded to any collections agency. The letter we mailed him on October 21st was to make him aware that because he closed out his account with NES on June 30th, 2015 and his contract ended on January 31st, 2016; an early termination fee was assessed of $150.00 which was previously disclosed to him.We are aware of [redacted]’s good faith in trying to make his payment. I apologize to the customer because the letter we mailed him should have stated the telephone number to call to make an over the phone credit card payment. Because this information was missing, the customer was misled and misinformed.My Manager has authorized me to waive the $150.00 early termination fee at this time. [redacted]’s account balance is now ZERO. This letter will serve him as proof of such adjustment.If you have any further questions in regards to this issue, please feel free to contact me. Thank you for your time and attention in this matter.Truly yours,
Jessica  Z[redacted]
 Customer Service Associate

NOVEC Energy Solutions submitted this account for cancellation on April 30th to be effective May 31, 2015 to [redacted]. In addition, NES waived the termination fee of $150.00. If you have any other questions or need further assistance, please let us know. Thank you and have a wonderful day.
NOVEC Energy...

Solutions

Revdex.com:
NOVEC says they cancelled the request on July 1st, but I have received two letters from [redacted] regarding a switch of my supplier; one dated July 6th and one July 9th. I called [redacted] this afternoon to determine the status.  They only had the intent to switch.  I had them re-instate my service.
Given this and since NOVEC has said they cancelled on their end, I have reviewed the response made by the business in reference to
complaint ID [redacted], and find that this resolution is satisfactory to
me.
Regards,
[redacted]

May 17, 2016 Revdex.com 1411 K St. NW, 10th Floor Washington, DC 200005-3404 This letter is written in response to the rejection message from **. [redacted]. The customer claims in the complaint that Novec Energy Solutions (NES) charged him $150.00 to cancel his account. [redacted] 
[redacted], states in his complaint that he has never received a renewal card from NES. NOVEC Energy Solutions has more than 19,500 customers between Residential, Small Business and Large Business. Our customers acknowledge receipt of their renewal cards, daily, when they call our center to discuss their accounts and decide whether they are cancelling or extending their contracts. We do not receive calls from customers stating they do not receive their renewal cards. In the case of [redacted] and in attempt to close out this complaint we can offer him a 50% discount of his termination fee. [redacted] can submit $75.00 by Check or Money Order to the following address: NOVEC Energy Solutions 10323 Lomond Dr. Manassas VA 20109 Once received, I will mail him a cancellation letter stating his account is fully paid and satisfied. Truly yours, Jessica *. Z[redacted] NOVEC Energy Solutions Customer Service Analyst 1-855-447-4204 [email protected]

Dear [redacted],This letter is in response to your correspondence dated September 15, 2017 and received at our offices on September 19, 2017As [redacted] states in his original complaint, when he submitted proof he moved from his home NES waived the termination fee of Sliš0.00 and at the same time...

we notified our collection agency UCI to close the account at their end. [redacted] requested a confirmation of this debt cancellation and we told him he needed to call UCI the collections agency to confirm the account was closed. He continued to call our offices using profane language and threatening words to our Call Center personnel.Attached you will find the email we sent to him on August 24, 2017 confirming the account was settled.This complaint is closed at our end.Truly yours, Jessica Z[redacted]NOVEC EnergySolutionsCustomer Service Analyst

January 28, 2016Revdex.com 1411 K St. NW, 10th Floor Washington, DC 200005-3404Revdex.com Case Number: [redacted] NES/WWASHINGTON GAS ACCOUNT NUMBER: [redacted]Attention: [redacted]Dear [redacted],This letter is written in response to a complaint regarding the customer [redacted]. The...

customer claims in the complaint that Novec Energy Solutions (NES) charged him $150.00 to cancel his account. [redacted] also alleges that when he received his yearly renewal cards they did not state a termination fee would apply if he cancelled his service before the end of the contract.In fact, our renewal card states:“All other terms in your current contract will continue for the next twelve months”[redacted]’s account renewed the last time on November 1st, 2014 for twelve months. The contract was schedule to last until October 30th, 2015. However, we received the customer’s request to cancel his service with us as of April 30th, 2015. Therefore, the contract was cancelled before due time, and an early termination fee was automatically generated.At this time, our termination fee is due and sustained.Truly yours,Jessica *. Z[redacted] NOVEC Energy Solutions Customer Service Analyst Office: ###-###-#### Fax: ###-###-#### [redacted]@novec.com

July 15th, 2015Dear [redacted],This letter is written in response to a complaint regarding the customer [redacted]. The customer claims in the complaint that her mother was coerced and forced into agreeing to change her gas natural supply services to Novec Energy Solutions (NES)....

Customer states her mother repeatedly said “No”. However, we have obtained a copy of the call between [redacted] and our Telemarketing Company and [redacted] never said, expressed or uttered the word “No” If the Revdex.com petitions a copy of the call, I can forward it to you. The agreement with the customer was verbal.The customer claims we ignored her mother’s wish to cancel the account. However, on July 1st, 2015 [redacted] called NES to cancel the service she signed up for on June 30th. Upon receipt of the call, we stopped the account transfer process and the customer’s account was never transferred to Novec Energy Solutions.To summarize; [redacted] agreed to switch her services to NES per verbal agreement; her request was cancelled when she called NES, the customer account was not changed to NES, and the customer has not incurred in any additional fees. Furthermore, the [redacted]’s telephone number ###-###-#### has been placed in our Telemarketers Do Not Call List. This way we will comply with the customer’s desired settlement.If you have any further questions in regards to this issue, please feel free to contact us. Thank you for your time and attention in this matter.Truly yours,Jessica Z. NOVEC Energy Solutions Customer Service Associate

Review: Issue: I received a letter on April 15, 2013 from NOVEC Energy Solutions saying that NES (NOVEC) has not received a termination fee of $150 as of Jan 6 2013.

I did not explicitly sign up for or cancel any service from NOVEC and I was never informed of any contractual arrangement or obligations therein. My gas account was attached to this service before I purchased my home but without any communication with me at any point up before April 15th 2013. On researching this matter with [redacted] Gas, my home has been enrolled with NOVEC from November 2009 - March 31 2013 (over 2 years). From NOVEC this contract is a 1 year contract and has been renewed without my consent for the last 2+ years. Without knowing any of this I signed up with a new Energy provider and they (Smart Energy solutions) cancelled my NOVEC contract without my knowledge. My last billing date with Novec was Mar 31 2013. The date of Jan 6 2013 is incorrect as my contract was not (indirectly terminated) until Mar 31 2013. Further this termination fee is wrongly directed to me as I never signed up for this contract and was never informed of this contract or termination fee. Also I have been in good standing for several years so in good faith it is unfair to levy this fee.Desired Settlement: Please waive this termination fee of $150 that is being requested of me. I did not sign up with NOVEC. I did not cancel a NOVEC contract. I entered no contractual agreement with NOVEC and further it is unfair to auto renew a contract without someone's consent and to charge a $150 termination fee for a 1 year contract (auto renewed) after the person has been enrolled for several years.

Business

Response:

Hello **. [redacted],

Attached you will find all of the information needed pertaining to complaint #[redacted] for [redacted]. There is an attached rebuttal to the complaint, an original contract as well as a copy of the renewal card that the customer would have received. Please contact me back if you have any questions, comments or concerns. Thank you for your time and attention in this matter and have a wonderful day.

Sincerely,

NOVEC Energy Solutions

T. ###-###-####

F. ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I am not able to see the attachments but from reading the text I can tell you that this is all a lie. I never received any renewal card of contract. Do they have any sort of post marking or any sort of trail at all proving that this was sent? Was my signature or consent ever explicitly on any contract? Please tell them do send me a copy of these so called contracts and renewal cards as I would love to see them FOR THE FIRST TIME!!

Regards,

Business

Response:

Hello **. [redacted],

Attached you will find a response the customers rejection. If you have any questions, comments or concerns, please feel free to contact me here in the office. Have a pleasant day.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I would like you Revdex.com to reflect negatively in your next review of this company for the following reasons:

1. They transfer contracts to new residents of a premesis without that new resident's knowledge or approval and yet demand that the new resident uphold spurious and unreasonable contracts.

Review: A sales representative called stating that we would save money if we switched our Gas Supply service to Novec Energy solutions because we would pay a fixed amount for each therm rather than have it fluctuate monthly. I was told that the market fluctuates and having the consistent lower Novec therm rate will save money. He also stated that the rated do fluctuate, but typically only by couple of cents. After several months of seeing higher than expected gas bills I reviewed my bill in detail and spoken with [redacted] who explained how to read and understand my bill. I compared 7 months of bills to what the bill would have been had I not switched to what Novec Energy Solution charged me ($0.6100 per therm + balancing charge). I have in those 7 months spent in those months a total of $70.48 more than I would have with [redacted] alone. Their balanced rate of $.61 was lower only in May and Jun and by so little that it saved my only $1.45 in May and $1.17 in Jun. During the coldest months of the year, their balanced charge was $.12 higher than Washington gas. Those are also the months we use the most amount of gas.

I called to inquire and to cancel my service. I figured since I had already spent $70.48 more than if I had been with [redacted] that I would be able to cancel based on false advertising since I didn't save anything as promised. But, they were unwilling to cancel my service unless I paid a $150 cancellation fee. I asked if they could reduce the cancellation fee since I already lost so much money switching to them, but they were unwilling. I asked if they could do better on the $.61 a therm rate since it is clearly still higher that Washington's (.56950 in Jul) rate. Again they were unwilling. They said I agreed to the amount.

I feel that the telemarketer/salesperson that called misrepresented their services and did not fully explain that the rates could change so drastically and that the rate they offered me was on the high side to begin with.Desired Settlement: I simply request to cancel my service without being charged the $150 termination fee. I have paid 8 months already, so we are just talking 3-4 months early which is not a $150 inconvenience.

Business

Response:

Hello **. [redacted],

Attached you will find the response to the complaint filed via [redacted]. Please let me know if you have any further questions, comments or concerns regarding this case and I will be happy to oblige your request. Have a wonderful day.

Sincerely,

NOVEC Energy Solutions

Direct Line: ###-###-####

Fax: ###-###-####

September 18, 2013

To Whom It May Concern,

This letter is written in response to a complaint that was submitted to the Revdex.com as of 9/3/2013 regarding [redacted].

The customer called our office on 9/3/ 2013 and was informed by a representative that her account would be immediately cancelled on the 9/2013 cancellations for [redacted] and that her fee of $150.00 would be waived.

The customers contract was submitted to [redacted] for cancellation on that same day 9/3/2013 and was accepted for a 9/30/2013 cancellation. 10/2013 the customers meter will be read by [redacted] and NOVEC’s service will stop that day and revert right back to [redacted] without any interruptions in customer’s service. The final billing will arrive from [redacted] with the customer’s information finalized for NOVEC 11/2013.

If you have any further questions in regards to this issue, please feel free to contact NES for assistance with this

complaint. Thank you for your time and attention in this matter.

Sincerely,

Review: I called the NOVEC company 1/29/2014 and inform them I have not received a bill but I know it's due soon and I have been short on funds, and I will be getting paid Friday 01/31/2014 to make the payment. The woman I spoke to stated she would note the account. Today 01/30/2014 they had an "Overdue Payment Notice" on my front door and want to charge me an extra $40 because someone came to my door to collect. First of all no one is home during the weekday around noon and second of all this is a complete unethical business practice that someone makes an arrangement to pay a bill then the company sends someone to their house to tell them they owe an extra $40 after the company has already been told they will get their money in two days. I called the company today 01/30/2014 and told them of the arrangement I already made and the woman said she saw it in the notes that I'd be making the payment Friday but they don't accept payment arrangements which did not make any sense at all. She then stated that there was nothing she could do about taking the extra $40 charge off my account to be turned back on. I'm struggling with bills and electric is a very important utility, it's unfair that a company try to use unethical business practices on something I already feel is a monopoly.Desired Settlement: To take the extra $40 off

Business

Response:

**. [redacted]’s January bill contained a notice that his account was $164.35 past due, and that the past due balance needed to be paid by January 19th to prevent an interruption in service.

Review: When I signed up with Novec, I was not aware that I could only terminate on Dec. 31 of every year. I was aware that I needed to be with them for a year or I would have a termination fee. I have stayed with them for more than a year at this point. However, when I called them after I got the termination fee ($150) request, I asked them for this documentation. After my phone call (I called them well after I got my warning letter from them) requesting this information, they said they would send my contract information to me. However, instead of sending me the contract information, they sent the account to collections and didn't send me anything I signed. I have paid the termination fee to the collection agency, so my credit doesn't get messed up, but I think they should waive the termination fee for people that have used the product for more than a year. Many third party suppliers now don't have a termination fee, and I believe Novec Energy should provide free termination for me as well. Though everyone I talked to was "friendly" at customer service there, there was no one willing to help remove this termination fee.Desired Settlement: I would like them to refund my termination fee.

Business

Response:

Hello **. [redacted],

Attached you will find the rebuttal to the customers complaint as well as the contract details letter the customer should have received at the requested time of initial service back in 2011. Please let me know if I need to provide further details regarding this matter. I have also taken the liberty of ordering the verfication recording of which I will provide as soon as that information is available to my office. Thank you for your time and attention in this matter and have a wonderful day.

Sincerely.

###-###-####

Review: My acct # is [redacted] my normal monthly bill is around $130 but from in the month of january 23 2014 til Feb 20 2014 I was out of the country and I havent use the electric at all but my bill still come as $130, I spoke to novec bill rep they say bill is correct with out any secsible explainatoin.Desired Settlement: adjust my bill for jan 2014 til feb 2014

Review: For the past 8 months, I have made numerous phone calls, emails, and messages in regards to a $40 charge. They have provided no premises for the charges despite numerous contact attempts. I thought perhaps it was an increase in security deposit, which is understandable and would not be disputed. I have been accumulating extra late payments each month that threaten my credit. I really just want a reason for the charge because I'm a little unsure what I am disputing.Desired Settlement: Remove or explain charge

Business

Response:

The complaint has been received and forwarded to the appropriate department for review and response.

NOVEC Public Relations

Review: My name is [redacted]. I am a retired MSgt United States Air Force and current DoD civilian GS-12 with the National Buard Bureau at [redacted] Air Force Base. My wife is currently an active duty MSgt in the Air Force at [redacted] Air Force Base. I have lived in my home in [redacted] MD for 5 years. [redacted] Gas has always provided my heating/air services since moving to this location in 2008. Earlier this year, NOVEC Energy solutions sent me a debt collection letter stating I owed them a fee for cancelling their service. I had no idea what it was about so I called. They stated they were the 'supplier' for [redacted] Gas and that I had cancelled their service prematurely. I claimed I did no such thing. I pay my bill online every month from [redacted] Gas as soon as I receive it in the mail. They said I (or my wife) must have received a call from Smart One Energy (the new 'supplier') and started an agreement with them, therefore cancelling NOVEC's service. Neither my wife and I had recollection of such a phone call, but I told the NOVEC rep I will research the situation. I also stated it would be nice for NOVEC to provide me a contract (or the like) where I agreed to paid a fine/fee if I cancelled their service. Afterwards, I called [redacted] Gas which was no help. They claimed to not be able to assist. I tried calling this Smart One Energy which became even more frustrating. Through all my yahoo and google searches, this company has had many similiar complaints about them AND no listed phone number anywhere for me to even call them. So nothing helpful came from my research. Months go by, I still pay my [redacted] Gas bill as soon as I get it....then out of nowhere a rude debt collector calls me while I'm with my family in our vehicle. We wants to know when I'm going to pay my debt to NOVEC. Since a good bit of time about this subject had passed, I honestly forgot about it. But as I took a moment to reflect, I said "is this the [redacted] Gas thing?". To summarize the phone call: I told the collector I did nothing wrong, NOVEC didn't provide me proof that I owe anything, and he needs to never call me again. Instead of dropping it and hanging up, he got argumentative. In all honestly, he upset me ot the point where I did raise my voice (nothing vulgar though). Anyway, I told him "how about you give me your phone number and I'll call you when you're with family and whether it's your fault or not you owe these people money." He didn't appreciate how I was talking to him and said he was going to hang up....which was I wanted him to do anyway prior to him upsetting me. I said then "fine, hang up". He did. That was last night. After sleeping on the situation I have decided to send this to you for assistance.Desired Settlement: To me, this whole nonsense is between the 'suppliers' for [redacted] Gas. NOVEC and Smart One (maybe others, I don't know) call consumers out of the blue tricking them into change service. To this day, I don't even know Smart One's deal because I have no way to contact them. Anwyay, they contact consumers who only care about paying their monthly [redacted] Gas bill, NOT the 'supplier' that we don't even pay or deal with directly. NOVEC has yet to provide any contract or agreement that I had with them, let alone something that would cause a fine or a fee. It's not about the dollar amount to me, it's about how they go about their business. It's unethical. To have a company send a debt collector after me, a retired military man who's never been a late on paying a bill in his life, and have that collector tell me it doesn't matter whether it's my fault or not I still owe them money. To put it simply, it infuriates me. NOVEC needs to stop asking me for money and never contact me again.

Business

Response:

October 30, 2013

To Whom It May Concern,

This letter is written in response to a complaint that was submitted to the Revdex.com as of 10/27/2013 regarding [redacted]. The customer called our office on 7/30/ 2013 and was informed by a representative that he had switched suppliers and broken our contract and owed nes $150.00 for early termination. The customer's contract was set to end 1/31 /2014 but the customer switched suppliers as of 05/31/2013.

Attached to this response is the customer’s original contract they would have received days after the phone call was placed by our telemarketers. I have already contacted the United Consumer Collection Agency and had them remove this debt. The customer is paid in full with NOVEC Energy Solutions.

If you have any further questions in regards to this issue, please feel free to contact NES for assistance with this complaint. Thank you for your time and attention in this matter.

Sincerely,

Consumer

Response:

I do accept the business's response, but I still understand their logic. They attached a letter in their response dated DEC 2010, and in this letter it stated I could not cancel their service within 12 months. Well, 2013 is well past the 12-month timeframe. Either way, I'm satisfied as long as they are true to their word to drop the fee and leave me alone.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,