NRG Retail Solutions

Good Morning *** ***, Below is our complaint response, please let me know if you need anything else. NRG Home received *** *** ***’ complaint on May 18, The following outlines her enrollment, account status, and our resolution. *** ***’
account was enrolled in person for NRG Home on August 17, During the enrollment, *** *** was presented with, and accepted, all required disclosures including the fact that our electricity product was for a month introductory variable supply price *** *** also completed third party verificationFollowing the enrollment, *** *** was mailed a copy of the Terms of Service for the electricity account which additionally outlined the variable supply price, including that it may be higher than her local utility’s supply rate. Prior to receiving this complaint, NRG Home spoke with *** *** on November 2, We reviewed the terms of enrollment, supply prices charged, and offered alternative supply price plans available to her *** *** decided to remain a customer with NRG Home under one of our alternative variable supply price plans NRG Home spoke with *** *** on April 22, We reviewed the terms of enrollment, supply prices charged, and offered alternative supply price plans available to her Lastly, during that conversation, as a show of good will, we offered to issue a courtesy credit in the form of a check *** *** accepted our offer and agreed to remain a customer with NRG Home under one of our alternative variable supply price plans NRG Home spoke with *** *** on May 16, We reviewed the aforementioned conversation, and discussed that any changes made to a customer pricing plan can take a billing cycle to take place To remedy this, NRG Home issued an additional credit in the form of a check to assist with *** ***’ recent invoice that did not reflect the change she had requested Upon receiving this complaint, NRG Home spoke with *** *** on May 18, We reviewed the terms of enrollment, supply prices charged, and the aforementioned conversations We consider this matter closed. Please let me know if you need any additional information regarding this complaint

NRG Home received Ms*** ***’s complaint on December 18, The following outlines the enrollment, account status, and our resolution.Ms***’s account was enrolled in person at a retail event for NRG Home on November 25, As part of the enrollment, Ms*** was
presented with and accepted all required disclosures, including the key terms which included that the plan was for a month promotional variable supply price, and that our supply price may be higher than the *** rate Following the enrollment, Ms*** was mailed a copy of our Disclosure Statement, which included a description of the variable supply price, and reiterated that the supply price may be higher than the ***’s rate.Prior to receiving this complaint, NRG Home spoke with Ms*** on December 4, During this call, Ms*** requested to cancel the enrollment with NRG Home Her request was processed immediately, and she will not start service with NRG Home Additionally, Ms*** advised us that she was enrolled under pretenses, and that the sales representative did not tell her she was enrolling to switch to NRG Home for the supply portion of her electric bill NRG Home advised Ms*** that we would investigate the representative to determine if there was a history of similar complaints During this investigation, NRG Home found that the sales representative has had similar complaints on their record As such, we have provided additional training for that representative, to ensure this does not happen in the future NRG Home has a strict code of conduct policy for all in person enrollment.Upon receiving this complaint, NRG Home is respecting Ms***’s wishes to not be contacted further by NRG Home Additionally, we have added Ms***’s information to our Do Not Solicit data base, to avoid any communication in the future NRG Home apologized for any dissatisfaction this experience has caused We consider this matter closed.Please let me know if you need additional information regarding this case.Frank SanchezNRG Northeast Retail Phone: (267) 295-

To Whom It May Concern,NRG Residential Solutions received *** *** ***'s complaint on April 15, The following outlines her enrollment, account status, and our resolution.*** *** became an NRG Residential Solutions customer through an acquisition of her account from ***
*** (***)Notification of the acquisition and transfer of the account was sent on April 21, with an opt out date of June 11, As *** *** did not exercise this right, NRG Residential Solutions sent an enrollment request to ***, her local utility, on July 18, *** *** began service with NRG Residential Solutions on August 5, 2014, as determined by ***NRG Residential Solutions honored all Dominion Energy Solutions contracts upon acquisition of the account*** *** was in a fixed supply price plan with ***, and remained in that fixed plan with NRG Residential Solutions.Prior to receiving the complaint, NRG Residential Solutions spoke with *** *** on April and 14, We reviewed the terms of the transfer and supply prices charged*** ***'s supply price, in accordance with her fixed supply price plan, had not and did not change at any point during the life of her account with NRG Residential SolutionsDuring the call on April 14, 2015, *** *** requested to cancel her account with NRG Residential SolutionsHer request was processed immediately, and her account will end service on May 5, 2015, as determined by her local utility company, ***.Upon receiving this complaint, NRG Residential Solutions attempted to speak with *** *** on April 21, and 24, Unfortunately we were unable to reach herShould she return our calls, we will work to resolve this complaintUntil then, we consider this matter closed.Please let me know if you need any additional information regarding this complaint.Please note that NRG Residential Solutions began using the trade name “NRG Home” for marketing purposes in October of Frank S

To Whom It May Concern,NRG Residential Solutions received *** *** *** complaint on April 15, The following outlines his enrollment, account status, and our resolution.*** *** became an NRG Residential Solutions customer through an acquisition of his account from *** ***
*** ***Notification of the acquisition and transfer of the account was sent on April 21, with an opt out date of May 26, As *** *** did not exercise this right, NRG Residential Solutions sent an enrollment request to ComEd, his local utility, on June 10, *** *** began service with NRG Residential Solutions on July 1, 2014, as determined by ComEdNRG Residential Solutions honored all *** *** *** contracts upon acquisition of the account*** *** was in a variable price plan with DES, and remained in that plan with NRG Residential Solutions. Prior to receiving the complaint, NRG Residential Solutions spoke with *** *** on April 9, We reviewed the terms of the transfer, supply prices charged and offered alternative price plans available to himDuring this call, *** *** requested to cancel his account with NRG Residential SolutionsHis request was processed immediately, and his account will end service on April 30, 2015, as determined by his local utility company, ComEd.Upon receiving this complaint, NRG Residential Solutions attempted to speak with *** *** on April 15,and 17, Unfortunately we were unable to reach himShould he return our calls, we will work to resolve this complaintUntil then, we consider this matter closed.Please let me know if you need any additional information regarding this complaint.Please note that NRG Residential Solutions began using the trade name "NRG Home" for marketing purposes in October of 2014.Frank S*NRG Northeast Retail

To Whom It May Concern,NRG Residential Solutions received *** *** ***’s complaint on June 10, I have set out the details of *** ***’s enrollment and account status below.*** *** became an NRG Residential Solutions customer through an acquisition of his account from *** ***
*** (***)Notification of the acquisition and transfer of the account was sent on April 21, with an opt out date of June 11, As *** *** did not exercise this right, NRG Residential Solutions sent an enrollment request to ***, his local utility, on July 18, *** *** began service with NRG Residential Solutions on August 18, 2014, as determined by ***NRG Residential Solutions honored all *** contracts upon acquisition of the account*** *** was in a fixed supply price plan with ***, and remained in the fixed supply price plan with NRG Residential Solutions until it expired.Prior to receiving this complaint, NRG Residential Solutions spoke with *** *** on June 4, We reviewed the terms of the transfer, supply prices charged, and offered alternative supply price plans available to himDuring this call, *** *** requested to cancel his account with NRG Residential SolutionsHis request was processed immediately, and the account will end service on July 18, 2016, as determined by his local utility company, ***.Upon receiving this complaint, NRG Residential Solutions spoke with *** *** on June 13, We reviewed the terms of the transfer, supply prices charged, and confirmed the service end date on the accountLastly, during that conversation, as a show of good will, we offered to issue a courtesy credit in the form of a checkWe believe this resolution was fair, since the Terms of Service clearly indicate that his plan was for a variable supply priceWhile we were not obligated to offer a credit, we did so in order to amicably resolve his complaintAt this time, *** *** has not accepted our offerShould he choose to accept it, we will honor the offer madeUntil then, we consider this matter closed.Please let me know if you need any additional information regarding this matter.Please note that NRG Residential Solutions began using the trade name “NRG Home” for marketing purposes in October of 2014.Sincerely,Frank SNRG Northeast Retail Phone: ###-###-####Fax: ###-###-####Email: (***@nrgenergy.com)

This company is a scamThey will provide you with a better rate for your electicity supply for a month then it will precipitously increase each monthOnce you cancel, they jack up the rate even more to get everything they can out of you before you leaveHorrible service and beware!

To Whom It May Concern,NRG Home received [redacted]’s complaint on September 9, 2016, however it was filed on August 19, 2016. The following outlines his enrollment, account status, and our resolution.[redacted]’s account was enrolled into the Standard Offer Program with NRG Home by his local...

utility, [redacted], on September 3, 2014. Following the enrollment, [redacted] was mailed a copy of our Disclosure Statement detailing the full terms, including his right to rescind the agreement. [redacted] did not exercise this right and began service on October 9, 2014, as determined by [redacted].Prior to receiving this complaint, NRG Home sent out two contract expiration notifications – an Initial Notice on August 18, 2015 and an Options Notice, which included a new Terms of Service, on September 7, 2015 – advising [redacted] that his fixed price plan was ending and that he would be transitioned to a variable month-to-month price plan. NRG Home spoke with [redacted]’s wife, [redacted], on August 19, 2016. We reviewed the terms of enrollment, supply prices charged, and offered alternative supply price plans available to her. During this call, [redacted] requested to cancel her account with NRG Home. Her request was processed immediately, and her account ended service on August 19, 2016, as determined by her local utility company, [redacted]. Lastly during the conversation, as a show of good will, we offered to issue a courtesy credit in the form of a check. [redacted] accepted our offer. NRG Home spoke with [redacted] again that day on August 19, 2016. We reviewed the terms of enrollment, and the aforementioned conversation.Upon receiving this complaint, NRG Home attempted to speak with [redacted] on September 12 and 13, 2016. Unfortunately, we were unable to reach him. Should she choose to return our call, we will work to resolve his complaint. Until then, we consider this matter closed.Please let me know if you need additional information regarding this case.Sincerely,Frank S

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Never did I once receive any paperwork for a "contract" from these people. Yes, we are not returning calls due to the rude and disrespectful representatives we spoke with on the phone the last time. 
Regards,
[redacted]

To Whom It May Concern,
NRG Residential Solutions received [redacted] complaint on April 15, 2015. The following outlines his enrollment, account status, and our resolution.
[redacted] became an NRG Residential Solutions customer through an acquisition of his account...

from [redacted]. Notification of the acquisition and transfer of the account was sent on April 21, 2014 with an opt out date of May 26, 2014. As [redacted] did not exercise this right, NRG Residential Solutions sent an enrollment request to ComEd, his local utility, on June 10, 2014. [redacted] began service with NRG Residential Solutions on July 1, 2014, as determined by ComEd. NRG Residential Solutions honored all [redacted] contracts upon acquisition of the account. [redacted] was in a variable price plan with DES, and remained in that plan with NRG Residential Solutions. Prior to receiving the complaint, NRG Residential Solutions spoke with [redacted] on April 9, 2015. We reviewed the terms of the transfer, supply prices charged and offered alternative price plans available to him. During this call, [redacted] requested to cancel his account with NRG Residential Solutions. His request was processed immediately, and his account will end service on April 30, 2015, as determined by his local utility company, ComEd.
Upon receiving this complaint, NRG Residential Solutions attempted to speak with [redacted] on April 15,16 and 17, 2015. Unfortunately we were unable to reach him. Should he return our calls, we will work to resolve this complaint. Until then, we consider this matter closed.
Please let me know if you need any additional information regarding this complaint.
Please note that NRG Residential Solutions began using the trade name "NRG Home" for marketing purposes in October of 2014.
Frank S[redacted]
NRG Northeast Retail

[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.]
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. 
Regards,
[redacted]

To Whom It May Concern,NRG Residential Solutions received [redacted]’s response rejection on July 5, 2016.  I have set out the details of [redacted]’s enrollment and account status below. Upon receiving this complaint, NRG Residential Solutions spoke with [redacted] on July 7, 2016.  We reviewed the terms of the transfer, supply prices charged, confirmed the service end date on the account, and again reiterated the courtesy credit offer previous made.  [redacted] declined our offer.  Should he choose to accept it, we will honor the offer made.  Until then, we consider this matter closed.    Please let me know if you need any additional information regarding this matter.Please note that NRG Residential Solutions began using the trade name “NRG Home” for marketing purposes in October of 2014. Sincerely,Frank S[redacted]NRG Northeast Retail Phone: ###-###-####Fax: ###-###-####Email: ([redacted]@nrgenergy.com)

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:  this man called twice while I was working. Unlike him I do not have the luxury of talking on my phone during the day.  I am too busy to be on the phone. And I NEVER signed up for anything. If I did I would not be complaining about the company's fraudulent activity on my account. I do not wish to have them on my [redacted] power bill. And I think it is ridiculous how he became arrogant and rude. I did not use any language in the complaint so I do not know where he saw any language. He said due to the language he is discontinuing the service. Well that is all fine but I do not know what complaint he was looking at. Obviously not mine. Also what about taking off the almost 300 charge off of my [redacted] power bill. Seeing that they lie and use a service to price gouge people for a service that they are already getting, I dont think them refunding that money is going to hurt them.Regards,Francis S[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:  Many parts of the response are untruthful and inaccurate.1.  They start by saying my name is [redacted].  My name is [redacted].  It is fitting in this case that NRG Home doesn't even know my name since my complaint stems from the fact that NRG Home is taking advantage of their customers and treating them like nameless sheep.2.  They also state that "his plan was for a variable supply rate", but the rate used in all of the billings since the end of the fixed price contractual period did not vary.  Not Once!!!  In fact the rate they used to charge me is a peak demand rate, not even a residential rate that should have been charged to me.  They clearly price gouged me.  And they continue to.  I received my June bill and they once again charged me the NON VARIABLE rate of 11.9 cents per KWH.  3. Residential rates in the area I live have varied from 8.6 to 9.6 cents per KWH.  They average around 9 cents, so to charge 11.9 cents is price gouging and taking advantage of their customers.  Companies such as this need to be exposed for what they are doing and that's what I told them during our conversations.4.  It is true that they offered me a credit.  The terms were for the past 6 months of bills to retroactively make the rate 7.99 cents per KWH.  Amazing how they could obtain a rate that low when they seemed perfectly happy charging me 50% more per KWH.  Also, if you do the math, it doesn't get back all of the money that they price gouged me for the past year.  And it doesn't ensure the rest of their customers stop getting gouged either.NRG Home needs to review their ethical standards and stop taking advantage of their customers.  Its companies like them that hurt this Country.  I'm glad the Revdex.com exists to call them out.Regards,
[redacted]

To Whom It May Concern,
NRG Residential Solutions received [redacted]'s complaint on April 15, 2015. The following outlines her enrollment, account status, and our resolution.
[redacted] became an NRG Residential Solutions customer through an acquisition of her account...

from [redacted]). Notification of the acquisition and transfer of the account was sent on April 21, 2014 with an opt out date of June 11, 2014. As [redacted] did not exercise this right, NRG Residential Solutions sent an enrollment request to [redacted], her local utility, on July 18, 2014. [redacted] began service with NRG Residential Solutions on August 5, 2014, as determined by [redacted]. NRG Residential Solutions honored all Dominion Energy Solutions contracts upon acquisition of the account. [redacted] was in a fixed supply price plan with [redacted], and remained in that fixed plan with NRG Residential Solutions.Prior to receiving the complaint, NRG Residential Solutions spoke with [redacted] on April 13 and 14, 2015. We reviewed the terms of the transfer and supply prices charged. [redacted]'s supply price, in accordance with her fixed supply price plan, had not and did not change at any point during the life of her account with NRG Residential Solutions. During the call on April 14, 2015, [redacted] requested to cancel her account with NRG Residential Solutions. Her request was processed immediately, and her account will end service on May 5, 2015, as determined by her local utility company, [redacted].
Upon receiving this complaint, NRG Residential Solutions attempted to speak with [redacted] on April 21, 23 and 24, 2015. Unfortunately we were unable to reach her. Should she return our calls, we will work to resolve this complaint. Until then, we consider this matter closed.
Please let me know if you need any additional information regarding this complaint.
Please note that NRG Residential Solutions began using the trade name “NRG Home” for marketing purposes in October of 2014. Frank S

To Whom It May Concern,   NRG Home received [redacted]’s complaint on April 5, 2017.  The following outlines his enrollment, account status, and our resolution.   [redacted]’s account was enrolled in person at a retail event with a NRG Home representative on November 10, 2016,...

by a [redacted], and his service started with NRG Home on November 18, 2016, as determined by his local utility company, [redacted].  During the enrollment, Mr. W[redacted] presented himself as authorized representative of this account, and was presented with all required disclosures including the fact that our electricity product was for an introductory 3 month variable supply price plan.  Following enrollment, NRG Home mailed a copy of the Disclosure Statement to [redacted] for the electricity account, which additionally outlined the variable supply price plan, and that NRG Home does not guarantee savings compared to his local utility company.    Prior to receiving this complaint, on April 5, 2017, NRG Home received an inbound cancelation request from [redacted]’s local utility company, [redacted], and the account ended service on April 10, 2017, as determined by [redacted].   Upon receiving this complaint, NRG Home spoke with [redacted] on April 6, 2017.  We reviewed the terms of enrollment, supply prices charged, and confirmed the service end date on the account.  During this call, [redacted] advised us that he does not know a Garrett W[redacted], nor would he have given someone he does not know authorization to enroll his account.  Based on [redacted]’s claim, NRG Home believes this may have been an invalid enrollment.  Although we could find no wrong doing on the part of the representative who claimed this sale, we apologized to [redacted] for any inconvenience this had caused.  [redacted] advised his complaint was resolved.  We consider this matter closed.  Please let me know if you need additional information regarding this case.   Frank S[redacted] NRG Northeast Retail Phone: ###-###-#### Fax: ###-###-#### Email: ([redacted]@nrgenergy.com)

To Whom It May Concern,   NRG Home received [redacted]’s complaint on September 16, 2016.  The following outlines his enrollment, account status, and our resolution.   [redacted]’s account was enrolled online for NRG Home on January 25, 2016.  During the enrollment, [redacted]...

[redacted] was presented with all required disclosures, including that the electricity product was for a promotional 3 month variable supply price plan. Following the enrollment, [redacted] was emailed a copy of the Terms of Service for the electricity account, which additionally outlined the variable supply price, including that it may be higher than the local utility’s supply rate.  Finally, [redacted]’s account was enrolled in the NRG Home American Airlines rewards program.  As a result, he earned certain benefits in the course of the enrollment, including an initial bonus, based on his electricity purchases.  To date he has earned 10,865 points.    Prior to receiving this complaint, NRG Home spoke with [redacted] on September 15, 2016.  We reviewed the terms of enrollment, supply prices charged, and offered alternative supply price plans available to him.  During this call, [redacted] requested to cancel his account with NRG Home.  His request was processed immediately, and his account will end service on October 8, 2016, as determined by his local utility company, BG&E.    Upon receiving this complaint, NRG Home attempted to speak with [redacted] on September 16, 19 and 20, 2016.  Unfortunately, we were unable to reach him.  Should he choose to return our calls, we will work to resolve his concerns.  Until then, we consider this matter closed.   Please let me know if you need additional information regarding this case.   Sincerely,   Frank S[redacted] NRG Northeast Retail Phone: ###-###-#### Fax: ###-###-#### Email: ([redacted]@nrgenergy.com)

NRG Home received [redacted]’s complaint on March 6, 2017. The following outlines her enrollment, account status, and our resolution.   [redacted]’s account was enrolled into the Standard Offer Program with NRG Home by her local utility, [redacted], on June 15, 2016. ...

Following the enrollment, [redacted] was mailed a copy of our Disclosure Statement detailing the full terms, including her right to rescind the agreement.  [redacted] did not exercise this right and began service on June 29, 2016, as determined by [redacted].   Prior to receiving this complaint, on October 13, 2016, NRG Home received an inbound cancelation request from [redacted]’s local utility company, [redacted], advising us that the account ended service on October 13, 2016, as determine by [redacted].  NRG Home spoke with [redacted] on November 10, 2016.  We reviewed the service end date on the account, and offered to re-instate the customer with us if she wanted to re-enroll in the same Standard Offer Program.  [redacted] agreed to re-enroll with NRG Home.   Upon receiving this complaint, NRG Home attempted to speak with [redacted] on March 7, 8 and 9, 2017.  Unfortunately, we were unable to reach her.  Based on the cancelation request in the complaint, on March 10, 2017, NRG Home processed a cancelation for [redacted]’s account, and the account will end service as determined by her local utility company, [redacted].  Should [redacted] return our calls, we will work to resolve her concerns.  Until then, we consider this matter closed.   Please let me know if you need additional information regarding this case.   Sincerely,   Frank S[redacted] NRG Northeast Retail Phone: ###-###-#### Fax: ###-###-#### Email: ([redacted]@nrgenergy.com)

To Whom It May Concern,
NRG Residential Solutions received [redacted]'s complaint on November 13, 2014. The following outlines his enrollment, account status, and our resolution.
[redacted] enrolled his account with Reliant Energy Northeast on May 11, 2012. [redacted]...

originally enrolled in a 24 month fixed supply price plan. Following the enrollment, [redacted] was also mailed a copy of our Disclosure Statement detailing the full terms, including his right to rescind the agreement. Approaching the expiration of [redacted]'s original 24 month contract, he was sent notices on March 28, 2014 and on May 12, 2014. The March 28th notice informed him that his account would automatically renew on a variable price on June 26, 2014, and that this supply price may be higher than his local utility's supply rate. The May 12th notice reiterated the renewal timeline and contained the new Terms of Service. Reliant Energy Northeast began using the trade name "NRG Residential Solutions” for residential Customers in December of 2013. Notice that the name on [redacted]'s bill would change to “NRG Retail” was sent on November 4, 2013. Despite the different name appearing on the bill, [redacted]'s supplier has not changed nor have his contract terms.Prior to receiving this complaint, NRG Residential Solutions spoke to [redacted] on April 2, 2014. At that time, we reviewed the terms of the fixed supply price plan, including the expiration date. We also discussed alternative fixed supply price options available to him. [redacted] elected to remain an active NRG Residential Solutions customer at that time under his original terms. NRG Residential Solutions spoke to [redacted] again on September 5, 2014 regarding his billing concerns. We again reviewed the terms of his enrollment, supply prices charged, and alternative fixed supply price plans available to him. [redacted] again opted to remain an active NRG Residential Solutions customer at that time. NRG Residential Solutions received and in bound cancellation request from his local utility, PPL, on October 2, 2014, and he ended service on October 27, 2014 as determined by PPL.Upon receiving this complaint, NRG Residential Solutions spoke to [redacted] on November 13, 2014. We reviewed the terms of the enrollment, supply prices charged, and his service end date. Additionally at that time, as a show of good will, we offered to issue a courtesy credit in the form of a check. We believe this resolution was fair, since our Terms of Service clearly indicate that our program was for a variable supply price. While we were not obligated to offer this credit, we did so in order to amicably resolve his complaint. [redacted] accepted this credit. We consider this matter closed.
Please let me know if you need any additional information regarding this complaint.
Please also note that NRG Residential Solutions began using the trade name "NRG Home" for marketing purposes in October of 2014.
Sincerely,
Jeff C
Customer Service Supervisor

We apologize for not being able to reach you in regards to this case. If there is a time you are available Monday through Friday between 8am and 6pm EST, we can have a supervisor reach out to you to discuss this complaint and work to a resolution. In regards to the language used in the original complaint, we were not suggesting you used inappropriate language. We simply inferred that you wished to cancel your account with NRG Home, and wanted to assist with that even though we were unable to reach you. Tell us why here...

[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.]
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. 
Regards,
[redacted]