To Whom This May Concern:
Thank you for bringing [redacted]’s additional concern to our attention and for allowing us to address it.
While Oasis certainly understands Ms. [redacted]’s concern we’d like to advise that the variable rate pricing is purchased on the spot making the price volatile depending on market conditions. Because of this the rate will most likely increase from the initial fixed rate pricing. Unfortunately, the account does not warrant any credit adjustments.
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]
To whom it may concern:
'Calibri','sans-serif'; COLOR: black">
Our records show that a valid enrollment for both of [redacted]’s accounts was obtained on 05/30/2013 for a 24 month term as authorized by [redacted]. Attached is a copy of the Third Party Verification.
Once our company received the enrollment accept transaction from [redacted] a Welcome Letter, which included the customer’s disclosure statement, and Terms of Service documents were immediately mailed to the customer. Our records show that these documents were mailed to [redacted] on 06/06/2013. (Attached is a copy of the Welcome Letter.)
On 10/23/2014 [redacted] contacted our Customer Service department regarding her account. The customer was advised that her gas service had expired and was being billed at the market variable rate, and her electric account was still under contract. [redacted] was offered a fixed rate for her gas service. The customer declined indicating that she would continue shopping for a lower rate, and would call us back to advise how she would like to proceed. At that time [redacted] made no indication that she wished to cancel her accounts.
According to our records, contract expiration notices were emailed to [redacted] on 04/26/2014, and on 11/12/2014 indicating that her contracts will expire on 06/10/2014, and 12/27/2014 along with renewal options. The notification explained that if service was not renewed her service will be switched to a variable rate plan. [redacted] did not renew her contract, and she was billed at the market variable rate. Please find a copy of both renewal notices also attached.
On 10/29/2014 we received an inbound cancellation request for the customers gas account from the utility company. [redacted]’s gas account terminated with us on 12/01/2014. [redacted] contacted our Customer Service department on 02/05/2015 to find out why her electric account was still active. It was explained to the customer that a cancellation request was never received for her electric account. During that phone call, the representative immediately submitted the cancellation as requested. The electric account belonging to [redacted] resumed with the utility company on 02/25/2015, as determined by the utility company ([redacted])
We do as much as possible to avoid unsatisfied customers; in this situation [redacted]’s accounts were billed correctly and handled exactly according to the terms of service she agreed to. If [redacted] should have any questions regarding her usage reported by [redacted] or need payment arrangements she should contact [redacted] directly to discuss her increased usage over the past few months, as [redacted] is the entity that handles the billing of her account.
Feel free to contact us if you have additional questions.
[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 would be satisfactory to me.
Thank you for your assistance I appreciate the Revdex.com helping and I am glad that Oasis took my concerns seriously
To whom it may concern:
This is Oasis Energy's formal
response to the above mentioned complaint.
We’d like to thank...
[redacted] for
communicating her experience with our sales agent to us. Please allow us to
begin by assuring you and the customer that we take these types of complaints
very seriously. Oasis Energy makes every effort to ensure that all sales
representatives that contact prospective customers are conducting themselves in
a truthful and professional manner. We spend time training our agents and
expect that they maintain professionalism at all times. The customer’s concerns have been
communicated to our sales group so that any additional training and/or coaching
could be conducted.
Oasis Energy has placed the
customer on our internal Do Not Contact list to ensure that she is not
contacted in the future. Based on the
phone number provided, we have also confirmed that an enrollment has not been
processed for the account belonging to [redacted].
Oasis Energy sincerely
apologizes for any misunderstanding that may have occurred. A $25 gift card has been sent to the customer
for the inconvenience that she has experienced.
Please do not hesitate to
contact me if you should have any questions or concerns regarding this
matter.
Best regards,
[redacted]
Oasis Energy Customer Support
To Whom This May Concern:
This is Oasis Energy’s (“Oasis”) response to Revdex.com Rebuttal Complaint No. [redacted]
Thank you for bringing [redacted] concern to our attention and for allowing us to address it.
Oasis understands [redacted] concern. Please be advised that the account will be re-rated from 10/1/2016-10/6/2016 at 0.0458 cents/kWh which is the fixed rate the customer was on prior to the contract expiring. Please allow 1-2 billing cycles for the calculation and processing of the adjustment. Once the re-rate is processed, [redacted] can expect to receive the refund check within 14 business days.
Please let me know if you have any further questions or concerns.
Best regards,
April L[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
From the previous response it was not clear (1) at what rate the charges from 10/1/16-10/6/16 would be "re-rated" at, and (2) whether it was deemed that a credit was due. As of now (10/17/16), I have not received any check from Oasis.
Regards,
[redacted]
Oasis Energy’s (“Oasis”) response to Revdex.com Complaint No. [redacted].
Thank you for bringing [redacted]’s concern to our attention and for allowing us to address it.
[redacted] has filed a complaint because she was charged a monthly fee of $5.95 and was advised that the fees would be waived but says the charge still appears on her bill from 8/11/16-9/12/16. Ms. [redacted] also states that she found a lower rate prior to the Oasis service cancelling and prior to the service switching. She feels this is false advertising as well as price gouging.
Investigative Results:
· On 6/24/2016, Oasis generated and emailed the Contract Expiration notice to [redacted].
· On 8/8/2016, [redacted] contacted Oasis to verify that an Early Termination Fee would not be assessed as she stated that she would be switching soon.
· On 8/10/2016, Oasis received an inbound termination request from the utility with an effective date of 9/14/2016.
· On 8/13/2016, Due to no response from the customer the Oasis service defaulted to a variable month to month rate per the terms agreed upon.
· On 9/14/2016, the Oasis service terminated.
· On 9/19/2016, Oasis received Revdex.com Complaint No. [redacted].
Outcome:
Oasis would like to apologize for any inconvenience that the customer may have experienced. To re confirm, Ms. [redacted] states that Oasis price gouged her prior to the service switching to another supplier, however, please be advised that Oasis proactively sent Ms. [redacted] a Contract Expiration Notice on 6/24/2016 in an effort to avoid any price increase as the notice instructs the customer to contact us directly at 1-800-324-3046 for a low fixed rate along with the option of renewing online at www.oasisenergy.com. The notice also states that if the customer does not renew that the service will automatically switch to a variable rate plan once the contract expires.
As it stands, the Oasis service terminated 9/14/2016. Please note that the termination date is solely determined by the utility and not by Oasis. Lastly, as an act of good faith Oasis will adjust the $5.95 Monthly Fee that the customer was assessed for the billing cycle of 8/11/2016-9/12/2016. Please allow 1-2 billing cycles for completion. Unfortunately, [redacted]’s account does not warrant any additional credits or adjustments. The customer will be responsible for the billing as it is for the household’s consumption.
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]
To whom it may concern:
Our
company makes every effort to ensure that all representatives are presenting
our services correctly.
face="Arial">
Our
records show that on 04/15/2013, [redacted]’s account was enrolled in our
Immediate Savings program for the opportunity to receive an immediate savings
of up to 8% off of [redacted]'s rate for the first two billing cycles and a new
variable rate thereafter for the next twenty-four months. Please also note
that [redacted] indicated that she understood that our company is not an
affiliate of [redacted], and specified that she was authorized to make changes to
the account. Attached is a copy of the Terms of Service along with the Third
Party Verification for your review.
Once our company
receives the enrollment accept transaction from [redacted], a Welcome Letter,
which includes the customer’s disclosure statement, and Terms of Service document
is immediately mailed to the customer. Our records show that these
documents were mailed to the customer on 04/22/2013. It’s our understanding
that [redacted] also sends every customer a letter notifying them of the change
of supplier and the effective date of the change. Customers are also
advised to contact [redacted] if they did not agree to change suppliers or wish to cancel the enrollment.
On 01/28/2015, [redacted]
contacted our company requesting to cancel her account indicating that she
believed the account was enrolled without consent. The agent proceeded
with the call and played the Third Party Verification for [redacted] to hear.
[redacted] became upset stating that was not her on the recording and requested
to have her account cancelled. We then submitted a cancellation for [redacted]’s
account. Her account is scheduled to resume with [redacted] on 02/12/2015, as
determined by [redacted].
We apologize for any
misunderstanding that may have occurred, but believe that this was a valid enrollment.
The customer is responsible for the consumption charges billed by our company,
as we supplied energy to [redacted]’s premise for 12 months without objection or
dispute prior to 01/28/2015. We’d also like to confirm that the early
termination fee has been waived.
Please
do not hesitate to contact me if you should have any questions regarding this
matter.
Regards,
O.E.
Resolution Specialist
To whom it may concern:
0in 0pt">
This isn’t acceptable: Our company has a zero tolerance for this type of activity. We are no longer doing business with the third party marketing company who enrolled this customer.
This should not have happened: During the sales training process this issue is specifically addressed and the sales reps are trained to not solicit elderly or impaired consumers.
The energy plan the customer signed up for was a standard fixed rate product, but the combination of unusually high season usage and the fact that the customer was no longer eligible for budget billing, combined to make this plan not a good fit for this particular customer.
Our management team has personally reached out to the customer’s daughter by phone and resolved the issue.
Please do not hesitate to contact me if you should have any questions or concerns regarding this matter.
Tell us why here...
To Whom This May Concern:
This is Oasis Energy’s (“Oasis”) response to Revdex.com Complaint No....
[redacted].
Thank you for Dennis [redacted]’s concern to our attention and for allowing us to address it.
Dennis [redacted] has filed a complaint because he received notification that the electric and gas supply service that his mother had with [redacted] had been changed to Oasis. Mr. [redacted] states he contacted Oasis on 9/6/2016 to dispute the change and was informed that his mother spoke to an agent and switched the service a week ago. Mr. [redacted] disputes this as he states that his mother has been deceased since 2014 and requested that the company cancel the service.
Investigative Results:
· On 8/31/2016, someone identifying himself as Oi [redacted] authorized the enrollment to Oasis with a Door to Door agent from third party vendor Energy Group Consultants for a 6 month fixed rate plan. This plan offers a rate of 80.9 cents/therm with a $0 Monthly Service Fee (“MSF”) and a $0 Early Termination Fee (“ETF”). The customer also enrolled the electric supply onto a 6 month fixed rate plan at 0.1065 cents/kWh with $0 MSF and $0 ETF. (TPV Attached)
· On 9/12/2016, Dennis [redacted] contacted Oasis to cancel stating that his dad cannot speak English so he does not know how the service was enrolled. The cancellation was submitted for both the gas and the electricity.
· On 9/19/2016, Oasis received Revdex.com Complaint No. [redacted].
Outcome:
Oasis would like to apologize for any inconvenience that the customer may have experienced. After careful review of the TPV we have deemed it as invalid. Please be advised that Oasis takes complaints of this nature very seriously and for this reason we escalated this occurrence to the Marketing department and will obtain a statement from the agent associated with this case as well as take any disciplinary action deemed necessary. We would like to confirm that this is not how we train our sales agents nor do we condone this type of behavior.
As it stands the pending enrollments have been cancelled and will not become active. Mr. [redacted] will remain with the utility and not be billed or assessed any cancellation fees.
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]
This is Oasis Energy's formal
response to the above mentioned complaint.
Our records show that a valid enrollment
was obtained for the accounts belonging to [redacted] as authorized by [redacted] on 1/25/2014. The customer’s electric service became
active with Oasis on 3/6/2014 and the gas service became active on
3/1/2014.
Mr. [redacted] contacted Oasis
Energy on 3/13/2014 to request cancellation of the accounts. The
cancellations were submitted on his behalf. The gas service has resumed
with BG&E as of 4/1/2014 and the electric service has resumed as of
4/4/2014. Our records do not reflect that the customer requested to
cancel the accounts prior to 3/13/2014.
In the BG&E market,
customers do have the choice to select their own supplier. When a
customer opts to enroll with a supplier, the budget billing payment option is
only applied to the delivery portion.
Although we have a valid
enrollment, considering the circumstances, we have waived the early termination
fee so that the customer could resume with BG&E; however, we recommend that
he contact the utility company to discuss the amount of his invoice. We
believe the amount the customer is being billed may be reflecting multiple
months of usage or a “true up” of his supply charges prior to his enrollment
with Oasis Energy. The customer was only billed by Oasis Energy for one
bill cycle. For the billing period of 3/6/2014 – 4/4/2014, the customer
was billed $262.54 for his electric supply and for 3/1/2014 – 4/1/2014, the
customer was billed $46.58 for his gas supply. Therefore the amount the
customer has described does not reflect supply charges billed by Oasis.
We apologize for any
misunderstanding that may have occurred. Please do not hesitate to
contact me if you should have any questions or concerns regarding this matter.
[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] I consider this complaint resolved.
Please note that I researched this company online, and read multiple complaints about OASIS. I was put out by having to go through the motions to complain. If more consumers would go the motion to formalize their complaints, annoying marketing would lessen. It would completely subside if all complainants should be paid for the inconvenience imposed by THESE BRASH CALLERS.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
My position stands. Oasis energy price guaged me for energy, charging me double vs. every one else. I have also filed with the Texas attorney general.[Provide details of why you are not satisfied with this resolution.]
Regards,
To whom it may concern:
black">
Our records show that a valid enrollment for Mr. [redacted]’ account was obtained on 07/03/2013 for a 12 month term as authorized by Mr. [redacted]. Attached is a copy of the Terms of Service along with the Third Party Verification.
We’ve confirmed that a contract expiration notice was mailed to the mailing address on file of 1803 Beth Bridge Circle, Forest Hill, MD 21050 on 06/06/2014. This notice indicated that Mr. [redacted]’ contract would expire on 07/03/2014 along with renewal options. The notification reiterated the original TOS and explained that if he does not take action to renew his account, the account would automatically be switched to a variable rate plan. Please find a copy of the renewal notice attached for your review.
On 02/23/2015, Mr. [redacted] contacted us to discuss his rate. At that time he was advised that his account was on a variable rate due to the expiration of his contracted term. Mr. [redacted] indicated that he did not receive a renewal notification. Mr. [redacted] was informed that the renewal notification was sent to the mailing address that we have on file. Mr. [redacted] was offered a fixed rate plan however; the customer declined and requested a cancellation of his account. During that phone call, the representative immediately submitted the cancellation as requested. The account belonging to Mr. [redacted] resumed with B.G.E on 03/12/2015, as determined by the utility company (B.G.E). We understand this transfer is often not as quick as the account holder would like, but this timeframe is completely controlled by B.G.E., and the transfer dates are at their sole discretion.
We do as much as possible to avoid unsatisfied customers; in this situation Mr. [redacted] account was billed correctly and handled exactly according to the Terms of Service agreed to at the time of enrollment. The customer is responsible for the consumption charges billed by our company as we have supplied his service.
Feel free to reach out to us if you have additional questions.
[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 would be satisfactory to me.
To Whom This May Concern:
Thank you for bringing [redacted]’s additional concern to our attention and for allowing us to address it.
While Oasis certainly understands Ms. [redacted]’s concern we’d like to advise that the variable rate pricing is purchased on the spot making the price volatile depending on market conditions. Because of this the rate will most likely increase from the initial fixed rate pricing. Unfortunately, the account does not warrant any credit adjustments.
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]
To whom it may concern:
'Calibri','sans-serif'; COLOR: black">
Our records show that a valid enrollment for both of [redacted]’s accounts was obtained on 05/30/2013 for a 24 month term as authorized by [redacted]. Attached is a copy of the Third Party Verification.
Once our company received the enrollment accept transaction from [redacted] a Welcome Letter, which included the customer’s disclosure statement, and Terms of Service documents were immediately mailed to the customer. Our records show that these documents were mailed to [redacted] on 06/06/2013. (Attached is a copy of the Welcome Letter.)
On 10/23/2014 [redacted] contacted our Customer Service department regarding her account. The customer was advised that her gas service had expired and was being billed at the market variable rate, and her electric account was still under contract. [redacted] was offered a fixed rate for her gas service. The customer declined indicating that she would continue shopping for a lower rate, and would call us back to advise how she would like to proceed. At that time [redacted] made no indication that she wished to cancel her accounts.
According to our records, contract expiration notices were emailed to [redacted] on 04/26/2014, and on 11/12/2014 indicating that her contracts will expire on 06/10/2014, and 12/27/2014 along with renewal options. The notification explained that if service was not renewed her service will be switched to a variable rate plan. [redacted] did not renew her contract, and she was billed at the market variable rate. Please find a copy of both renewal notices also attached.
On 10/29/2014 we received an inbound cancellation request for the customers gas account from the utility company. [redacted]’s gas account terminated with us on 12/01/2014. [redacted] contacted our Customer Service department on 02/05/2015 to find out why her electric account was still active. It was explained to the customer that a cancellation request was never received for her electric account. During that phone call, the representative immediately submitted the cancellation as requested. The electric account belonging to [redacted] resumed with the utility company on 02/25/2015, as determined by the utility company ([redacted])
We do as much as possible to avoid unsatisfied customers; in this situation [redacted]’s accounts were billed correctly and handled exactly according to the terms of service she agreed to. If [redacted] should have any questions regarding her usage reported by [redacted] or need payment arrangements she should contact [redacted] directly to discuss her increased usage over the past few months, as [redacted] is the entity that handles the billing of her account.
Feel free to contact us if you have additional questions.
O.E. Resolution Specialist.
[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 would be satisfactory to me.
Thank you for your assistance I appreciate the Revdex.com helping and I am glad that Oasis took my concerns seriously
To whom it may concern:
This is Oasis Energy's formal
response to the above mentioned complaint.
We’d like to thank...
[redacted] for
communicating her experience with our sales agent to us. Please allow us to
begin by assuring you and the customer that we take these types of complaints
very seriously. Oasis Energy makes every effort to ensure that all sales
representatives that contact prospective customers are conducting themselves in
a truthful and professional manner. We spend time training our agents and
expect that they maintain professionalism at all times. The customer’s concerns have been
communicated to our sales group so that any additional training and/or coaching
could be conducted.
Oasis Energy has placed the
customer on our internal Do Not Contact list to ensure that she is not
contacted in the future. Based on the
phone number provided, we have also confirmed that an enrollment has not been
processed for the account belonging to [redacted].
Oasis Energy sincerely
apologizes for any misunderstanding that may have occurred. A $25 gift card has been sent to the customer
for the inconvenience that she has experienced.
Please do not hesitate to
contact me if you should have any questions or concerns regarding this
matter.
Best regards,
[redacted]
Oasis Energy Customer Support
[redacted] [redacted]
[redacted] [redacted]
To Whom This May Concern:
This is Oasis Energy’s (“Oasis”) response to Revdex.com Rebuttal Complaint No. [redacted]
Thank you for bringing [redacted] concern to our attention and for allowing us to address it.
Oasis understands [redacted] concern. Please be advised that the account will be re-rated from 10/1/2016-10/6/2016 at 0.0458 cents/kWh which is the fixed rate the customer was on prior to the contract expiring. Please allow 1-2 billing cycles for the calculation and processing of the adjustment. Once the re-rate is processed, [redacted] can expect to receive the refund check within 14 business days.
Please let me know if you have any further questions or concerns.
Best regards,
April L[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
From the previous response it was not clear (1) at what rate the charges from 10/1/16-10/6/16 would be "re-rated" at, and (2) whether it was deemed that a credit was due. As of now (10/17/16), I have not received any check from Oasis.
Regards,
[redacted]
Whom This May Concern:
This is...
Oasis Energy’s (“Oasis”) response to Revdex.com Complaint No. [redacted].
Thank you for bringing [redacted]’s concern to our attention and for allowing us to address it.
[redacted] has filed a complaint because she was charged a monthly fee of $5.95 and was advised that the fees would be waived but says the charge still appears on her bill from 8/11/16-9/12/16. Ms. [redacted] also states that she found a lower rate prior to the Oasis service cancelling and prior to the service switching. She feels this is false advertising as well as price gouging.
Investigative Results:
· On 6/24/2016, Oasis generated and emailed the Contract Expiration notice to [redacted].
· On 8/8/2016, [redacted] contacted Oasis to verify that an Early Termination Fee would not be assessed as she stated that she would be switching soon.
· On 8/10/2016, Oasis received an inbound termination request from the utility with an effective date of 9/14/2016.
· On 8/13/2016, Due to no response from the customer the Oasis service defaulted to a variable month to month rate per the terms agreed upon.
· On 9/14/2016, the Oasis service terminated.
· On 9/19/2016, Oasis received Revdex.com Complaint No. [redacted].
Outcome:
Oasis would like to apologize for any inconvenience that the customer may have experienced. To re confirm, Ms. [redacted] states that Oasis price gouged her prior to the service switching to another supplier, however, please be advised that Oasis proactively sent Ms. [redacted] a Contract Expiration Notice on 6/24/2016 in an effort to avoid any price increase as the notice instructs the customer to contact us directly at 1-800-324-3046 for a low fixed rate along with the option of renewing online at www.oasisenergy.com. The notice also states that if the customer does not renew that the service will automatically switch to a variable rate plan once the contract expires.
As it stands, the Oasis service terminated 9/14/2016. Please note that the termination date is solely determined by the utility and not by Oasis. Lastly, as an act of good faith Oasis will adjust the $5.95 Monthly Fee that the customer was assessed for the billing cycle of 8/11/2016-9/12/2016. Please allow 1-2 billing cycles for completion. Unfortunately, [redacted]’s account does not warrant any additional credits or adjustments. The customer will be responsible for the billing as it is for the household’s consumption.
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]
To whom it may concern:
Our
company makes every effort to ensure that all representatives are presenting
our services correctly.
face="Arial">
Our
records show that on 04/15/2013, [redacted]’s account was enrolled in our
Immediate Savings program for the opportunity to receive an immediate savings
of up to 8% off of [redacted]'s rate for the first two billing cycles and a new
variable rate thereafter for the next twenty-four months. Please also note
that [redacted] indicated that she understood that our company is not an
affiliate of [redacted], and specified that she was authorized to make changes to
the account. Attached is a copy of the Terms of Service along with the Third
Party Verification for your review.
Once our company
receives the enrollment accept transaction from [redacted], a Welcome Letter,
which includes the customer’s disclosure statement, and Terms of Service document
is immediately mailed to the customer. Our records show that these
documents were mailed to the customer on 04/22/2013. It’s our understanding
that [redacted] also sends every customer a letter notifying them of the change
of supplier and the effective date of the change. Customers are also
advised to contact [redacted] if they did not agree to change suppliers or wish to cancel the enrollment.
On 01/28/2015, [redacted]
contacted our company requesting to cancel her account indicating that she
believed the account was enrolled without consent. The agent proceeded
with the call and played the Third Party Verification for [redacted] to hear.
[redacted] became upset stating that was not her on the recording and requested
to have her account cancelled. We then submitted a cancellation for [redacted]’s
account. Her account is scheduled to resume with [redacted] on 02/12/2015, as
determined by [redacted].
We apologize for any
misunderstanding that may have occurred, but believe that this was a valid enrollment.
The customer is responsible for the consumption charges billed by our company,
as we supplied energy to [redacted]’s premise for 12 months without objection or
dispute prior to 01/28/2015. We’d also like to confirm that the early
termination fee has been waived.
Please
do not hesitate to contact me if you should have any questions regarding this
matter.
Regards,
O.E.
Resolution Specialist
To whom it may concern:
0in 0pt">
This isn’t acceptable: Our company has a zero tolerance for this type of activity. We are no longer doing business with the third party marketing company who enrolled this customer.
This should not have happened: During the sales training process this issue is specifically addressed and the sales reps are trained to not solicit elderly or impaired consumers.
The energy plan the customer signed up for was a standard fixed rate product, but the combination of unusually high season usage and the fact that the customer was no longer eligible for budget billing, combined to make this plan not a good fit for this particular customer.
Our management team has personally reached out to the customer’s daughter by phone and resolved the issue.
Please do not hesitate to contact me if you should have any questions or concerns regarding this matter.
Regards,
O.E. Resolution Specialist
Tell us why here...
To Whom This May Concern:
This is Oasis Energy’s (“Oasis”) response to Revdex.com Complaint No....
[redacted].
Thank you for Dennis [redacted]’s concern to our attention and for allowing us to address it.
Dennis [redacted] has filed a complaint because he received notification that the electric and gas supply service that his mother had with [redacted] had been changed to Oasis. Mr. [redacted] states he contacted Oasis on 9/6/2016 to dispute the change and was informed that his mother spoke to an agent and switched the service a week ago. Mr. [redacted] disputes this as he states that his mother has been deceased since 2014 and requested that the company cancel the service.
Investigative Results:
· On 8/31/2016, someone identifying himself as Oi [redacted] authorized the enrollment to Oasis with a Door to Door agent from third party vendor Energy Group Consultants for a 6 month fixed rate plan. This plan offers a rate of 80.9 cents/therm with a $0 Monthly Service Fee (“MSF”) and a $0 Early Termination Fee (“ETF”). The customer also enrolled the electric supply onto a 6 month fixed rate plan at 0.1065 cents/kWh with $0 MSF and $0 ETF. (TPV Attached)
· On 9/12/2016, Dennis [redacted] contacted Oasis to cancel stating that his dad cannot speak English so he does not know how the service was enrolled. The cancellation was submitted for both the gas and the electricity.
· On 9/19/2016, Oasis received Revdex.com Complaint No. [redacted].
Outcome:
Oasis would like to apologize for any inconvenience that the customer may have experienced. After careful review of the TPV we have deemed it as invalid. Please be advised that Oasis takes complaints of this nature very seriously and for this reason we escalated this occurrence to the Marketing department and will obtain a statement from the agent associated with this case as well as take any disciplinary action deemed necessary. We would like to confirm that this is not how we train our sales agents nor do we condone this type of behavior.
As it stands the pending enrollments have been cancelled and will not become active. Mr. [redacted] will remain with the utility and not be billed or assessed any cancellation fees.
Please let me know if you have any further questions or concerns.
Best regards,
April [redacted]
To whom it may concern:
This is Oasis Energy's formal
response to the above mentioned complaint.
Our records show that a valid enrollment
was obtained for the accounts belonging to [redacted] as authorized by [redacted] on 1/25/2014. The customer’s electric service became
active with Oasis on 3/6/2014 and the gas service became active on
3/1/2014.
Mr. [redacted] contacted Oasis
Energy on 3/13/2014 to request cancellation of the accounts. The
cancellations were submitted on his behalf. The gas service has resumed
with BG&E as of 4/1/2014 and the electric service has resumed as of
4/4/2014. Our records do not reflect that the customer requested to
cancel the accounts prior to 3/13/2014.
In the BG&E market,
customers do have the choice to select their own supplier. When a
customer opts to enroll with a supplier, the budget billing payment option is
only applied to the delivery portion.
Although we have a valid
enrollment, considering the circumstances, we have waived the early termination
fee so that the customer could resume with BG&E; however, we recommend that
he contact the utility company to discuss the amount of his invoice. We
believe the amount the customer is being billed may be reflecting multiple
months of usage or a “true up” of his supply charges prior to his enrollment
with Oasis Energy. The customer was only billed by Oasis Energy for one
bill cycle. For the billing period of 3/6/2014 – 4/4/2014, the customer
was billed $262.54 for his electric supply and for 3/1/2014 – 4/1/2014, the
customer was billed $46.58 for his gas supply. Therefore the amount the
customer has described does not reflect supply charges billed by Oasis.
We apologize for any
misunderstanding that may have occurred. Please do not hesitate to
contact me if you should have any questions or concerns regarding this matter.
Best regards,
[redacted]
[redacted]
[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] I consider this complaint resolved.
Please note that I researched this company online, and read multiple complaints about OASIS. I was put out by having to go through the motions to complain. If more consumers would go the motion to formalize their complaints, annoying marketing would lessen. It would completely subside if all complainants should be paid for the inconvenience imposed by THESE BRASH CALLERS.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
My position stands. Oasis energy price guaged me for energy, charging me double vs. every one else. I have also filed with the Texas attorney general.[Provide details of why you are not satisfied with this resolution.]
Regards,
To whom it may concern:
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Our records show that a valid enrollment for Mr. [redacted]’ account was obtained on 07/03/2013 for a 12 month term as authorized by Mr. [redacted]. Attached is a copy of the Terms of Service along with the Third Party Verification.
We’ve confirmed that a contract expiration notice was mailed to the mailing address on file of 1803 Beth Bridge Circle, Forest Hill, MD 21050 on 06/06/2014. This notice indicated that Mr. [redacted]’ contract would expire on 07/03/2014 along with renewal options. The notification reiterated the original TOS and explained that if he does not take action to renew his account, the account would automatically be switched to a variable rate plan. Please find a copy of the renewal notice attached for your review.
On 02/23/2015, Mr. [redacted] contacted us to discuss his rate. At that time he was advised that his account was on a variable rate due to the expiration of his contracted term. Mr. [redacted] indicated that he did not receive a renewal notification. Mr. [redacted] was informed that the renewal notification was sent to the mailing address that we have on file. Mr. [redacted] was offered a fixed rate plan however; the customer declined and requested a cancellation of his account. During that phone call, the representative immediately submitted the cancellation as requested. The account belonging to Mr. [redacted] resumed with B.G.E on 03/12/2015, as determined by the utility company (B.G.E). We understand this transfer is often not as quick as the account holder would like, but this timeframe is completely controlled by B.G.E., and the transfer dates are at their sole discretion.
We do as much as possible to avoid unsatisfied customers; in this situation Mr. [redacted] account was billed correctly and handled exactly according to the Terms of Service agreed to at the time of enrollment. The customer is responsible for the consumption charges billed by our company as we have supplied his service.
Feel free to reach out to us if you have additional questions.
O.E. Resolution Specialist.
[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 would be satisfactory to me.