Sign in

Novec Energy Solutions Inc

Sharing is caring! Have something to share about Novec Energy Solutions Inc? Use RevDex to write a review
Reviews Novec Energy Solutions Inc

Novec Energy Solutions Inc Reviews (24)

Review: I am requesting a refund of $49.43 from NOVEC Energy Solutions. This amount was added to my gas bill incorrectly.

In August 2012, I agreed to a service offered by NOVEC Energy Solutions. This agreement was to begin November 2012 and end October 2013. It is a twelve month agreement where NOVEC Energy Solutions would work with [redacted] and keep the gas price to my house lower and at a consistent price. Their charges would be added to my [redacted] bill. A contract was mailed to me and I agreed. I paid the bills on time and in full for the twelve months. In August 2013 I was mailed a blue post card to sign and mail back with a renewal contract. The choices on this OPEN IMMEDIATELY post card were to either choose to extend my current contract until September 2014 at a fixed rate of $.595 per therm or to renew my contract under the variable rate option beginning October 2013 billing at no additional charge. I wanted to cancel my contract so neither one of those choices worked for me. I called NOVEC Solutions and asked the question to not renew the contract what would I have to do? The woman told me that all I had to do was hand write on the blue postcard that I wanted to cancel the service. That is what I did. I wrote on the blue postcard that I would like to cancel the service. I placed the postcard in an envelope and brought it to the [redacted] Post Office on September 4, 2013. It was mailed on September 4. The postcard said " As an exiting customer, you need do nothing to sign up for year of gas supply fromNES at our fixed rate. However, if you choose to select a different option, please return the response slip by September 15, 2013."

When my October bill was delivered, I called NES (NOVEC Energy Solutions) on October 17 and spoke to [redacted] and asked about the contracted services. I told her that I did exactly what I was told to do about not continuing the services. She checked my account and told me that she did not see that I was re-enrolled but she was not sure. She would check on it and call me in 2 days. The next week, I received a letter from [redacted] dated October 22, 2013. It was a Cancelllation Notification Third Party Natural Gas Supplier. I called [redacted] about the letter to make sure I was still going to have gas with [redacted]. They told me everything was good with them. My October gas bill should have been the last charge from NES as my current contract had expired from NES services. I gave them enough notice, I called and checked on my account, and I paid my bills on time. When my November bill came, there was a charge from NES of $49.43. I called November 18 and spoke to [redacted]. She told me that I should get a refund. shortly. It is January 7 and I did not get a refund.Desired Settlement: I expect a refund of $49.43 as soon as possible.

Business

Response:

Date: January 13, 2014To Whom It May Concern,This letter is written in response to a complaint that was submitted to the Revdex.com as of 1/10/2014 regarding [redacted]. The customer called our office on 10/17/ 2013 and was informed by a representative that we had not received the renewal card that customer claimed they returned to our office by 9/15/2013. The renewal card should have been returned to our office by 9/15/2013 as specified on the renewal card. NOVEC Energy Solutions has never received the customer’s renewal card to date.I have attached a copy of the customer’s contract for review as well to corroborate the claim. At the time the customer called and was upset about the renewal of the contract, we immediately offered the customers fee to be waived as well as offered to returnthe customer to [redacted] as soon as possible. At no time was the customer offered a refund nor will the customer receive a refund via NOVEC Energy Solutions. Due to the clause in the term of agreement paragraph of the contract the customer verbally agreed to, we hold no liability if customer’s mail is not returned received or if a call is not placed to cancel our service in the reasonable time frame to be cancelled with the scheduled end of contract. Customers account was cancelled after the automatic renewal and the customer’s fee was waived as well. We will not be refunding customer any monetary funds, the customer’s request was obliged and the customer owes the debt because the customer consumed after they did not adhere to the contractual agreement. NOVEC Energy Solutions cannot issue a refund for gas already consumed due to a customer not being accountable for their contract terms and conditions. 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:

[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: they sent nothing. NoVEC Energy Solutions (NES) sent a recording of me accepting their contract. On the recording I clearly say my name and address. The response should not contain any of this information. NES clearly did not follow Revdex.com directions.I understand the contract. I read and accepted all the requirements before signing it. NES did not. Do they understand? It's not complicated. The contract clearly states that NES services to me were to last only 12 months. I paid their charge on my [redacted] bill for the required 12 months. On the thirteenth month, there was a NES charge on my [redacted] bill of an additional $49.43. I paid my [redacted] bill which included the NES charge on the 13th month of the contract, November 2012. The contract was only for 12 months, not 13.I called and mailed a postcard clearly stating that I was not interested in extending the contract at any cost. I wanted the service to stop after 12 months. I called in August and mailed their renewal form clearly stating that I was through with their service. I again called in October, which should have been the last month charge, to check on the service being stopped. I talked to [redacted] and told her my concern. She told me that my contract was not renewed and if I were to be charged any additional expenses, I would get a refund. The November 2012 [redacted] bill contained a charge from NES of $49.43. I again callled NES and talked to [redacted]. She was at a loss of words. I told her that I expected a refund immediately. It has been 2 months and I received no refund.NES has claimed that I did not cancel my contract in enough time. They claim that they did not receive my written notice. That is a lie. They lost it or misplaced it. I have a copy of that postcard, both sides. If they would like to see the copy, I would be more than happy to personally drop it off so NES cannot blame the post office for lost mail.What happened was that NES decided to renew my contract despite my efforts to decline the service. NES charged an additional month. NES must refund the over charge of $49.43 and any interest that I lost in 2 months. If I were to pay my bill late, I would be charged late fees and interest for two months.Like the recording says, "Do you understand?"

Regards,

Review: Because our check was lost somewhere within NOVEC the following things happened:

On 2/19/13 a NOVEC technician showed up at my door, for which my 17 yr old answered (a minor) and proceeded to turn off our power because we had a past due amount of $155.23 outstanding without any other notice (phone call, letter or certified letter).

- My wife nor myself was home to explain to this technician that an amount of $163.00 was mailed on 1/28 (which was the same day the [redacted] bill was mailed which posted on 2/06/13) and therefore something must have gotten lost with our payment

- Because no one was home, the technician proceeded to turn off our power with my 17 yr old at home (again I will add this is a minor child) in the middle of winter scaring him because he is home alone with no power.

- My wife arrives home with my other 3 children (ages 2, 5 and 7) to find we have no power or heat and I am in Los Angeles, being pulled out of two separate meetings trying to explain to both her and my 17 yr old the bill was in fact paid like it is every month.

- In order to have our power restored, my wife was required to pay $340.00 which was the sum of the amount past due ($155.23), current amount ($182.32) and $2.45 Western Union fee. We were also told we will have to pay a collection fee ($40) and reconnection fee ($45) on our next bill. All of these charges were incurred because NOVEC lost our check.

- After paying this exorbitant amount of money to have our power restored because we have young children that need to be cared for, our original check for $163.00 posted on 2/20/13 (the day after NOVEC unethically addressed the situation) which I find quite a coincidence

- None of this mentions the phone calls and treatment given to my wife trying to rectify this situation where she was actually hung up on by a NOVEC CSR. I am sure there are phone records to validate this.

- After this entire ordeal, we receive another bill in the mail from NOVEC stating we owe an additional $154.74 due by 3/26/13 – how is that even possible?

Now, the best way to summarize this is NOVEC treated us like repeat offenders of missed payments and turned off our power in the middle of winter with young children living in the residence. When the situation was attempted to be rectified, we were treated like people whom miss payments on a regular basis. I would think that someone within NOVEC could look at our track record as a customer with NOVEC and find we were wrongly mistreated through this entire ordeal. I intend to find that person, however high I need to take this because what transpired on 2/19 was completely unfair and unjust. No company should be permitted to scare minor children and hold a family at the mercy of that company because power is needed in order to protect the young children also living at our residence during cold winter nights. I cannot imagine what would have happened if we went without power for entire night because NOVEC lost our check? If I could go to another power company after this incident, believe me we would have done that already. My only choice is to again find the right person to understand we were overcharged (paying $163.00 twice) and had over $503.00 taken from our account between 2/20 and 2/21 on top of being completely mistreated by NOVEC customer service representatives. I understand companies have to take a hard stance on people whom miss payments regularly but that was not us and what NOVEC did to my family was flat out wrong. Surely there has to be better treatment for customers who always pay their bill versus customers who repeatedly miss payments?Desired Settlement: Trying to find someone in NOVEC who recognizes this was in fact an unethical collection practice and we were wrongly mistreated and overcharged through this ordeal. Finding the right people to send this issue to within NOVEC has proved to be challenging and I cannot get past a NOVEC CSR to escalate this any further. I believe a refund and written apology is deserved. I am also looking into possible law infraction for turning off power in the middle of winter with young children in the residence.

Business

Response:

Dear [redacted]

The complaint to Revdex.com was copied to us by [redacted]. A supervisor in our customer service center responded directly to him on Wednesday, March 20, 2013. Her response is copied below. We have not been contacted by [redacted] since [redacted]'s email to him on 3/20/13.

[redacted], NOVEC Public Relations

3/20/13

[redacted],

Review: On 5/21 I came home to disconnected power. I received no courtesy call prior to this. I was perplexed by this as I use a third party bill pay service to pay all of my bills. When I checked my third party biller it did not show there were any bills due but said there was an error connecting to the NOVEC. I called NOVEC to explain this and they stated they had just updated their system and it required users to update their account information before they could login. So I asked them to waive the $85 reconnect fees because it was not my fault that I did not pay the bill. This occurred because of the update to their website which prevented my bill pay provider from accessing my NOVEC bill. Because of this, my third party bill pay could not retrieve my bill. I have never had an issue having my power disconnected before; never less, they refused to refund the disconnect and reconnect fees. They simply stated, they do not refund any fees regardless. That's nice to know that they can do whatever they want to people since they are the sole source of power in my area. To add insult to injury, the customer service agent informed my I had to drive to NOVEC to pay my bill when I could have actually paid it by phone. Thank for nothing!!Desired Settlement: Refund all penalty fees associated with this incident!

Business

Response:

In response to [redacted]’s complaint a thorough review of his account including his payment history was conducted. The relevant results reveal that on 3/28/2013, NOVEC received an inbound call from [redacted]’s spouse inquiring about the amount of the bill and the due date. She was advised $133.62 due on 4/25/2013. On 4/25/2013 upon no receipt of payment the bill became past due. Per NOVEC policy, if payment is not received by the due date it will appear as a past due notice on the following month’s bill and that this is the only required past due bill notification. The NOVEC Owners’ Manual goes on to state that if payment is not received by the cutoff date, that a collector maybe dispatched to the home to collect for which NOVEC charges a $40.00 fee. It also discusses the charge to reconnect service as $45.00 - $65.00 depending on the time of day the request is made.

Review: Subscribed to Novec Solutions on August 4, 2014 for Service Package ordered: Water Heater Repair and Replacement. Received a letter dated August 15, 2014 indicating that my coverage start date: September 3, 2014, Attached to the letter was the terms and conditions, and no one called to schedule an inspection as per item number 11 in the agreement.

My water heater broke, the technitian came to assess the situation, and he decided that the water heater need to be changed. He called his supervisor to schedule an appointment for changing the water heater and she told him that my coverage started at September 3 and we are on Monday September 8, he went outside the house claiming to make another call and came and told me that my claim is denied because it is pre-existing condition, tried to explain to him that the water was leaking either friday September 5, or Saturday September 6 and he insisted on that was a pre-existing condition and I have to take it with Novec Solutions.

Called Novec solutions and they insisted that this is a pre-existing condition based on the cement discoluration. I took the same pictures and have couple of plubmer came to give me an estimate of the repair, and none of the was able to determine when the waster heater started to leake. Claiming the discoulration of the water shows that the water was leaking for some time that is not a definete timing or good measure to determine the pre-existing condition.

According to itme 10 in the terms and condition and I am quoting "By enrolling, Custome represents that to the best of his/her knowledge the water heater system is free from any pre-existing problems or malfunctions." this clause conclude that Novec solutions trust the coustomers. As per item 11 in the terms and conditions and I am quoting "Program Administrator reserves the right to determine whether reapir of replacemtn is warranted, and also resreves the right to determine coverage eligibility and/or inspect the water heater to determine coverage eligibility within 60 days of enrollment." Novec never called for inspection, and when I call to file a claime at this point they decieded that I am not eligible and the person I talk to offered to return my enrollement fees.

The issue is the water heater broke down while I am covered, and Novec is trying to get out of the warranty agreement. there waSubscribed to Novec Solutions on August 4, 2014 for “Service Package ordered: Water Heater Repair and Replacement”. Received a letter dated August 15, 2014 indicating that my coverage start date: September 3, 2014, Attached to the letter was the terms and conditions.

Saturday September 6, 2014 noticed that I do not have hot water and went to the basement to check what is going on and found out that my water heater broke, and the floor was flooded with water. Cleaned it and called the provided number to report the damage, and scheduled an appointment for September 8, 2014. The technician came to assess the situation, and he decided that the water heater need to be changed. He called his supervisor to schedule an appointment for changing the water heater and she told him that my coverage started at September 3 and we are on Monday September 8, he went outside the house claiming to make another call and came and told me that my claim is denied because it is pre-existing condition, tried to explain to him that the water was leaking either Friday night September 5, or early Saturday September 6 and he insisted on that was a pre-existing condition and I have to take it with Novec Solutions. I asked him what is the basis of his decision and he told the discoloration of the cement indicate that the water was leaking for some time, but he could not tell for how long.

Called Novec solutions and they insisted that this is a pre-existing condition based on the cement discoloration. I took the same pictures and had couple of plumber came to give me an estimate of the repair, and none of them was able to determine when the water heater started to leak. Claiming the discoloration of the water shows that the water was leaking for some time that is not a good measure of timing and is not reliable as he was not able to tell how long it was leaking and in my opinion same as the other plumber that came that is not a definite measure to determine the pre-existing condition.

According to item #10 in the terms and condition and I am quoting "By enrolling, Customer represents that to the best of his/her knowledge the water heater system is free from any pre-existing problems or malfunctions." This clause concludes that Novec solutions trust the customers; otherwise they should have sent a technician to evaluate the unit before entering the agreement.

Until the day of my claim I did not receive any call from Novec Solutions to schedule an inspection as per item number 11 in the agreement in the terms and conditions and I am quoting "Program Administrator reserves the right to determine whether repair of replacement is warranted, and also reserves the right to determine coverage eligibility and/or inspect the water heater to determine coverage eligibility within 60 days of enrollment." Novec never called for inspection, and when I call to file a claim at this point they decided that I am not eligible and the person I talk to offered to return my enrollment fees.

The issue is the water heater broke down while I am covered, and Novec is trying to get out of the warranty agreement. After my claim was denied I talked to Novec solution and they told me that they will refund the cost of my enrollment within 7 business days. I strongly believe that is unethical to get out of the warranty agreement like that and hope that you will do something to help me out.Desired Settlement: Honnor the Service Package ordered: Water Heater Repair and Replacement”. Received a letter dated August 15, 2014 indicating that my coverage start date: September 3, 2014, Attached to the letter was the terms and conditions and replace my water heater

Business

Response:

Good Morning:

Recently we received a complaint ID # [redacted]. I am writing to advise that the response to the complaint is imminent and will be submitted by [redacted] Products and Services ([redacted]). [redacted] is the contract holder for the Warranty Product in question and NOVEC Solutions markets the product to end consumers. The initial complaint was addressed to NOVEC Energy Solutions (NES). NES is a seperate NOVEC subsidiary and does not offer warranty services. Thank you for your role in this matter and please feel free to contact us if you have any questions.

Regards,

M. C[redacted]

Consumer

Response:

[redacted]

2:59 PM (39 minutes ago)

to me

Dear [redacted]

We just talked, here is my response and will forward to you [redacted] letter.

Best

From: [redacted]

To: [email protected]

CC: [redacted]

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

Date: Wed, 8 Oct 2014 14:29:21 -0400

Dear [redacted],

In response to [redacted] letter dated September 25, 2014. I would like to emphasize what I stated in my original complaint:

- [redacted] sent me an email and I responded to [redacted] that I had left the country on September 12 and will return in the second half of October

My claim was denied solely based on the time of the event

- There was no known methodology to determine when the leaking started

- I had asked three plumbing company to give me an estimates and all of them could not determine when the leaking started, in addition I was told their is no known methodology to determine the beginning of the leaking.

- [redacted] had a month to inspect the unit and never received any call to schedule an appointment, so claiming pre-existing is doubtful as it is not reasonable to determine it after the fact

- Currently I am still outside the country

- [redacted] cancelled my subscription and until the day I left I have not received any refund to my credit card or any check by mail

- I was not able to replace the unit due to the timing and the overwhelming estimates that ranged between $2,500 to $3,000 so I decided to take care of the matter upon my return when I am not pressed by time, also since I will be away for five weeks I prefer to be using the water heater unit to determine any wrongs with the units after installation.

Thank you

From: [email protected]

To: [redacted]

Subject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

Date: Fri, 26 Sep 2014 18:05:55 +0000

Consumer

Response:

[redacted] <[redacted]>

AttachmentsOct 22 (13 days ago)

to me, [redacted]

Via faxcimile to [redacted] and U.S. Mail and email [redacted]

Assistant General Counsel

[redacted] Resources Services, Inc.

Via faxcimile to ###-###-#### and U.S. Mail and email [redacted]

Subject: Complaint ID [redacted]

Dear [redacted]

Following up on [redacted] letter dated September 25, 2014. I have received two estimates, one in writing – copy attached- and the second verbal for $1,800 (one thousand eight hundred US Dollars). And replaced the water heater using the service of [redacted] plumbing and heating as they are accredited by the Revdex.com or I found them on the Revdex.com website.

As requested I am attaching the invoice of replacing the water heater for $1,200 (one thousand two hundreds US dollars) details as follow:

- $700 parts (include $100 for expansion tank to bring the unit up to code)

- $500 labor

Please let me know if you have any questions or need further classification.

Yours truly,

Check fields!

Write a review of Novec Energy Solutions Inc

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Novec Energy Solutions Inc Rating

Overall satisfaction rating

Description: Natural Gas Companies, Electric Companies

Address: 10323 Lomond Dr, Manassas, Virginia, United States, 20109-3113

Phone:

Show more...

Web:

This website was reported to be associated with Novec Energy Solutions Inc.



Add contact information for Novec Energy Solutions Inc

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated