PALMco

Regarding case [redacted]
 
UPDATE
We spoke to [redacted] on 3/*/2014. We apologize that [redacted] was not satisfied with the courtesy credit given to her. As a show of good faith, we offered to re-review [redacted]’s electric account for any additional potential courtesy credits. Upon review, we offered [redacted] a courtesy credit of $707.81 for the billing cycle of 10/**/2013 – 2/**/2014. We advised [redacted] that we already processed a check of $421.24 and we will sent her another check for the difference of $295.57. Our credits are a courtesy to assist customers who request assistance. [redacted] was satisfied, thanked us and ended the call.
 
Contrary to this complaint, PALMco does not price gouge our customer; we did explain the increase in charges and explained the bills to her. Additionally, PALMco does not scam customers as [redacted] alleges. PALMco values all of our customers and do our best to provide quality service.
 
Please let us know if the Revdex.com would like any other information
 
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
 
 
This claim is a continuation of case # [redacted].(Please refer to this case number to view original issue) Upon the Revdex.com's involvement into this matter, I am happy to say that Palmco Energy has refunded me $614.00 to attempt to make up for their fraudulent business practices. After I recieved my refund check, I contacted Palmco to ask when the last month will be that I will be a Palmco "customer (this conversation occured around the third week of February 2014) She GUARANTEED me that the last month I will see Palmco's name on my electric bill would be March 2014, and their services would be cancelled. She also instructed me to fax Palmco the last electric bill (which would be for March 2014) so that it would be re-rated. I followed her instructions explicitly and sent the fax at the end of March (Because payment is due by April [redacted]) Well, I am very sad and sorry to say that in the time that I sent this fax (which was almost a month ago) my phone has not rung once nor have I recieved any e-mails from Palmco to re-rate this bill. This company has COMPLETELY ignored me and leads me to believe they have no intention whatsoever of resolving this. To add insult to injury, I just recieved my electric bill for the month of April and...lo and behold...Palmco's name is still on my electric bill!! (After they GUARANTEED me I would never see it again!) I cannot tell you how sick and completely disgusted I am with this situation. This company will not go away!  I am requesting that Palmco honor their word and re-rate my bill for March 2014. I want them to get out of my life!
 
 
Sincerely,
[redacted]

Hello [redacted] and the Revdex.com,
Regarding case [redacted]; [redacted]
In response to this rebuttal, we spoke with [redacted] on 5/*/2014. We advised [redacted] that a check in the amount of $519.74 was sent out on 5/*/2014, and it is now up to the USPS to deliver it. As discussed in our previous conversation, we reviewed [redacted]’ final bill. Upon review, we offered him a credit of $90.66 for his final billing cycle of 3/**/2014-4/**/2014, which will be mailed out in the form of a check. [redacted] thanked us and the call was ended.
  
Please let us know if the Revdex.com would like any further information.
 
 
 
Thank you,

Hello [redacted]and the Revdex.com,
 
Regarding case [redacted]; [redacted]
 
RESULT
In response to this complaint, we will not be reaching out to [redacted]. We previously spoke with [redacted] on 3/**/2014. During this call, we offered [redacted] a credit of $374.85 for billing cycles 1/**/2014- 3/**/2014, which will be mailed in the form of a check. At this point in time, we believe this matter is resolved.
 
BACKGROUND INFORMATION
[redacted] enrolled his gas and electric accounts in PALMco’s service on 11/**/2012. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding his enrollment, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s accounts on 1/**/2013.
 
After thirteen months of service, on 2/**/2014, we received an inbound cancelation request for [redacted]’s gas and electric accounts, which was processed promptly and without penalty. Per the determination of PSE&G, [redacted]’s electric account stopped receiving PALMco’s service on 3/**/2014, and his gas is scheduled to stop receiving PALMco’s service on 4/**/2014.
 
On 3/**/2014, we received a call from [redacted] regarding [redacted]’s gas and electric accounts. We reminded [redacted] that PALMco has no contract or cancelation fees, and that rates are variable and savings are not guaranteed. We advised [redacted] that the gas and electric accounts have been canceled without penalty, and that per the determination of PSE&G, the electric account stopped receiving PALMco’s service on 3/**/2014, and her gas account is scheduled to stop receiving PALMco’s service on 4/**/2014. As a courtesy, we offered to review [redacted]’s gas and electric accounts for courtesy credits. Upon review, we issued [redacted] a credit in the amount of $171.98, of which $105.73 will be for the billing cycle of 2/**/2014-3/**/2014, and $66.25 for the billing cycle of 2/**/2014-3/**/2014, and will be sent in the form of a check. [redacted] declined our offer, and ended the call.
 
We spoke with [redacted], [redacted]’s daughter, on 3/**/2014. We reminded [redacted] that PALMco has no contract or cancelation fees, and that rates are variable and savings are not guaranteed. As a courtesy, we offered to re-review [redacted]’s account for potential credit. Upon review, we offered [redacted] a credit of $374.85 for billing cycles 1/**/2014- 3/**/2014, which will be mailed in the form of a check. We advised [redacted] that per the determination of PSE&G, [redacted]’s electric account stopped receiving PALMco’s service on 3/**/2014 and his gas account is scheduled to stop receiving PALMco’s service on 4/**/2014. We also advised [redacted] that we will place [redacted] on our internal Do Not Call list. [redacted] understood and ended the call.
 
Contrary to [redacted]’s complaint, PALMco does not take advantage of, nor do we discriminate against, our customers. PALMco values all of our customers and do our best to provide quality service. Additionally, PALMco does not practice unethical business.
 
 
Please let us know if the Revdex.com would like any further information
 
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint is not yet resolved because despite all of the promises of credits...no checks nor any credits have been received - to date.
Yes, the rates are variable, but in this case they tripled from one month to the next; certainly such a significant jump should be preceded by some kind of COMMUNICATION to the customer. 
As far as the notion that this past winter was 'arctic', winters are by definition arctic; perhaps such deceptively low so-called sign-on rates should not be quite so  low if the company cannot work actively to maintain good relations and communications with its customers.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted] and the Revdex.com,
 
Regarding case # [redacted]; [redacted]:
 
class="MsoNormal">RESULTS
In response to this complaint, we spoke with [redacted], [redacted]’s wife, on 4/**/2015. As a courtesy we offered to re-review their
account for potential credit. Upon review, we offered [redacted] a credit of
$170.14 for billing cycles 3/**/2015-4/**/2015, which will be mailed in the
form of a check. This will void out the previous credit of $75.62 given on
4/**/2015. [redacted] accepted the credit and the call was ended.
 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted]’s  electric
account was enrolled in PALMco’s service on 10/**/2014. Shortly thereafter, a
welcome packet was sent to [redacted] that included all the necessary
information regarding his enrollment, including the fact that rates are
variable and savings are not guaranteed. PALMco began servicing [redacted]’s account on 11/**/2014.
 
On 10/**/2014, we spoke with [redacted], [redacted]’s wife. We
advised [redacted] that per the determination of [redacted], their
electric account was scheduled to start service with PALMco on 11/**/2014.
 
On 1/**/2015, we sent [redacted] &
[redacted] a $25.00 Restaurant.com Gift Card as part of a promotion the
customer selected at the time of enrollment.
 
On 3/**/2015, we sent [redacted] &
[redacted] a $25.00 Restaurant.com Gift Card as part of a promotion the
customer selected at the time of enrollment.
 
We spoke with [redacted] on 4/**/2015. [redacted]
requested the cancellation of the account, which was processed promptly and
without penalty. We advised [redacted] that it is per the determination of
[redacted] to schedule an end date on the account. We reminded [redacted]
that they enrolled their account in PALMco’s service at a variable rate with no
guarantee of savings. As a courtesy, we offered to review [redacted] & [redacted]’s account for potential credit. Upon review, we offered [redacted] a
credit of $75.62 for billing cycles 3/**/2015-4/**/2015, which would be applied
to the supply portion of their bill. [redacted] understood and the call was
ended. Per the determination of [redacted], [redacted] & [redacted]’s account
is scheduled to stop receiving PALMco’s service on 5/**/2015.
 
Contrary to this complaint, PALMco does not scam our
customers. PALMco values all customers and potential customers and do our best
to provide quality service. [redacted] and [redacted] agreed to a variable rate with
no guarantee of savings when they enrolled in PALMco’s service.
Additionally, [redacted] and [redacted] were sent all of the necessary information
regarding PALMco’s supply following enrollment in our service. PALMco informs
customers that they have enrolled in a variable rate plan with no guarantee of
savings. All of this information is included in the welcome packet sent to customers
shortly after enrollment.
 
Please let us know if the Revdex.com would like any further
information.
 
Thank you.
 
Compliance

In response to this complaint, we attempted to contact [redacted] on 5/**/2014 and 5/**/2014 but were only able to leave messages. We will continue to reach out to [redacted] until an amicable resolution has been reached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As discussed previously, I have not received the check discussed in the complaint, and the final bill has not been reviewed.  Therefore, I do not consider the matter resolved until both of these occur. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Regarding case # [redacted]; [redacted]
 
RESULTS
In response to this complaint, we spoke with [redacted]n 6/*/2015. As a courtesy, we offered to review...

[redacted]’s account for a potential credit. Upon review, we offered [redacted] a courtesy credit in the amount of $16.09 towards the supply portion of his account for the billing cycle of 4/**/2015 – 5/**/2015. In addition, we advised [redacted] that PALMco would stop servicing his account on 6/**/2015 and that we would review his final bill, should he be unhappy with it. [redacted] accepted the offer, thanked us, and the call was ended. 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted]’s gas account was enrolled in PALMco’s service on 1/*/2015, upon completion of a TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding his enrollment, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s gas account on 2/*/2015.
 
On 5/**/2015, we sent [redacted] a Dinner & Movie gift card as part of a promotion that he selected at the time of his enrollment.
 
After receiving PALMco’s service for nearly four months, on 5/**/2015 we spoke with [redacted] in regards to his account. We advised [redacted] that he agreed to a variable rate with no guarantee of savings when he enrolled in PALMco’s service upon completion of a TPV recording. [redacted] inquired about his budget billing. We advised [redacted] to consult with his utility, [redacted], regarding that information. [redacted] thanked us, and the call was ended.
 
On 5/**/2015, we received an inbound cancellation request from [redacted]’s utility, [redacted]. This request was processed promptly and without penalty. Per the determination of [redacted], PALMco will stop servicing [redacted]’s account on 6/**/2015.
 
Contrary to this complaint, PALMco does not price gouge its customers. [redacted] agreed to a variable rate with no guarantee of savings when he enrolled in PALMco’s service upon completion of a TPV recording. [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.
[redacted]

[redacted]
 
Regarding case # **: [redacted]
 
In response to this rebuttal, we attempted to contact [redacted] on 3/**/2014 and 4/**/2014 but were only able to leave messages. We will continue to reach out to [redacted] until an amicable resolution has been reached.
 
Contrary to [redacted]’s complaint, neither PALMco nor our representatives mislead customers. PALMco values all of its customers. In addition to hearing the terms of PALMco’s service when initially enrolling, [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment.
 
PALMco strives to assist our customers in a timely manner. Recently, PALMco’s customer service department has been receiving a higher than normal volume of calls. We apologize if our hold times were of any inconvenience to [redacted]. We hold customer satisfaction in the highest regards and do our best to satisfy any customer concern politely and efficiently. PALMco values all of our customers and do our best to provide quality service.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.

Hello [redacted] and the Revdex.com,
 
Regarding case #[redacted], [redacted]
 
RESULTS
In response to this complaint, we contacted [redacted] on 7/**/2014. [redacted] stated that she wanted...

to see her agreement. We asked if there was anything else we could do to assist her, but [redacted] said no. We advised [redacted] to contact us if there is anything further that she needs from PALMco. She thanked us and the call was ended.
 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted]’s electric account was enrolled in PALMco’s service on 8/**/2013. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding her enrollment, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s electric account on 9/**/2013.
 
After receiving PALMco’s electric service for ten months, on 7/**/2014, we received a call from [redacted] in regards to her account. We advised [redacted] that her account was enrolled in PALMco’s service upon receipt of a signed supply agreement. [redacted] requested the cancellation of her account, which was processed promptly and without penalty. Per the determination of [redacted]’s utility, [redacted], PALMco stopped servicing her account on 7/**/2014. We also offered to review [redacted]’s account for a potential courtesy credit, and that we would call her back after this review. [redacted] understood and the call was ended.
 
On 7/**/2014, [redacted] returned our call after we had left a message for her in regards to her credit. We offered [redacted] a courtesy credit of $68.87 for the billing periods of 3/**/2014 – 6/**/2014. This credit will be sent in the form of a check. [redacted] thanked us and the call was ended.
 
PALMco values all of our customers and does our best to provide quality service.  In addition to agreeing to the terms of PALMco’s service when initially signing the agreement, [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment.
 
Please let us know if the Revdex.com would like any further information. 
 
Thank you.
 
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
 
[redacted]

Hello [redacted] and the Revdex.com,
 
Regarding case # [redacted]
 
In response to this rebuttal, we will not be contacting [redacted] so as to avoid aggravating this matter any further.  As [redacted] states in her rebuttal, she received one electric bill with PALMco charges.  Her actual charges were $62.10, and she was billed a budget amount of $195.  The $62.10 for [redacted]’s actual charges are reflective of a rate lower than what [redacted] would have charged her, and within range of what she said her charges typically are.  Also as stated in her rebuttal, [redacted] acknowledges having spoken with our representative on 11/**/2014.  During this conversation, it was explained to [redacted] that because she is no longer receiving PALMco’s service, we are unable to adjust the charges on her bill.  It was suggested that she pay the bill in full as rendered, and should we receive monies greater than $62.10, we will be sure to refund [redacted] the difference.  At the conclusion of this conversation, [redacted] acknowledged understanding of this and did not have any further questions. 
 
With regard to [redacted]’s desired resolution to this matter, as stated above, we are unable to adjust her bill because she is no longer receiving PALMco’s service.  Additionally, as stated to [redacted] on the phone and in our previous responses to the Revdex.com, we apologize for the actions of the representative in question, and this individual is no longer authorized to sell PALMco’s service or represent PALMco in any way.  The previously agreed upon check for $100 was sent to [redacted], which she cashed on 11/**/2014.
 
We respectfully request that the Revdex.com close this complaint.
 
Thank you.
 
 
 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
 Palmco said my bills ranged from$51-$101 .I have attached the 6 month billing history to this complaint. You can see that prior to Palmco my bills were in range of $135-225, but once I switched to Palmco the bills have susequently shot up. Palmco had promised a lower bill for us.That was the main reason for switch. The ideal resolution would be if Plamco refunded the excess amount of my normal billing ranges.
Thanks
[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
When I spoke with [redacted] ( ID: [redacted]), I asked her to check if she was able to see if my contract had a signature in it. She said that she had to requested and that she will be sending me a copy of it in ( 72hours + mailing time ).
I did not declined any help to resolve the issue. They kept saying that they had a signed contract, when that is not true.
Thank you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I will also note that the two checks have been received and the second one was just cashed yesterday (6/*/14), so a second check is not necessary.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I called back Palmco on 5/**/14 and spoke to a customer service representative. After being on the phone with her for 30 minutes she tried to give me a credit for $214 which I do not accept because they are charging me $964. Palmco states that I am being charged this amount for my Gas usage but yet there is no proof of that I used that amount of Gas for that time period. In the end when I told the representative that I was not satisfied she was giving me an attitude over the phone and she was raising her voice,  she said if there was anything I needed and I said thank you and hung up. She stated that [redacted] never work with the consumers and that Palmco does but yet she couldn't answer me if the reading on my Gas was correct. I told the representative that I had to call or go directly to the [redacted] building to discuss this and yet again she was giving an attitude. As stated before every month I was being charged $80.00 from Palmco and now it's $964.00 and she was not helping me resolve this issue and as much as I stated that this was not fair and that I was getting frustrated.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted] [redacted] 
 
Regarding NJ Revdex.com case # [redacted]; [redacted]:
 
In response to [redacted]’s rebuttal, our customer service staff spoke with [redacted] on 11/**/2016. In an effort to resolve her concerns, we offered [redacted] a courtesy credit of $103.75 toward her account for the billing cycle of 8/**/2016 – 9/**/2016. In addition to the previous credit of $203.28 already given to [redacted], this would give her a total combined credit of $307.03 for the billing cycles of 6/**/2016 – 9/**/2016. However, [redacted] would not accept our offer at this time. We reminded [redacted] that there was no wrongdoing on PALMco’s behalf, and that the credit was being offered as a courtesy. [redacted] still refused the credit and requested to be added to our internal Do Not Call list, which we advised would be processed. It appears that [redacted] is not willing to work with us toward reaching an amicable resolution at this time. However, our credit offer still stands, and [redacted] may contact our customer service line at her convenience if she would like to accept the credit.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.

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 and the matter has been resolved.
Sincerely,
[redacted]

We were mislead by the sales rep who came to the house with promises of our bill being less than that of [redacted]. There has not been one month in which this has been the case. The comparison [redacted] show vs Palco is close to double each time. I called them once and as an apology they sent me a $25 Restaurant.com gift card which by the way can be obtained almost anywhere for almost nothing. Its been close to 2 bill cycles in which I've asked them to remove me from their service and I'm still waiting to have that taken care of. Sure enough, this month's bill, 3 less KWH used in a month vs last with 3 more days in this cycle and my bill is 12% higher. Very frustrated, will never recommend them.