Power Provider

This customer signed up with Electricity Maine in October Has gone through three other renewal periods with no complaintsThe last renewal was in August which the customer was sent a letter in June 3, She called and spoke with a Customer service rep on June 18, The letter states that if you do not like our rate then you are to call the office within daysThis customer called our office and said would call backWe follow the guidelines of the Maine Public Utility Commission and do not do anything that we are not suppose to doWith each renewal periods the terms & conditions are attached for the customers reviewIn those terms it does mention that there is a cost recovery fee of $for cancelling outside of the day windowAt this time we are not willing to waive the cost recovery fee due to it being several months later, but if this would like to call our customer service department we may be able to work with them in offering them a different rateThank you

Revdex.com:I will accept the lower rate but I do have the same email I have always hadThis is my work email you have hereAn email sent should not constitute a signed contractI will expect to see the lower rate on my future bills or I will be going back to standard rate I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Hello, Could you please provide us more with additional information as I cannot find your account with Electricity MaineIf you could provide your utility account number that was be very helpfulOnce you have given this information to us I will be more than happy to help youI apologize for the inconvenience Thank you

When Mr [redacted] signed up with Electricity Maine he signed up for a two year periodWhen a customer leaves before their contract is up they are usually charged a cost recovery fee of $We did not charge him this feeWe waived itAlso, customers don't always understand that there are two parts on their electricity bill but are billed as one fee but those fees are separated into a supply part and a delivery partThe delivery portion comes from Central Maine Power who delivers the power but the supply portion the customer has a choice on who they have and this customer chose Electricity MaineI hope this helps with the clarificationThank you

I have reviewed this complaint and did try to call the customer to discussI noticed that the email that we have on file is not the same email that we have listed on the accountWe do follow the rules of the Maine Public Utilities Commission which allows Suppliers to do correspondence through emailIt would be the customers responsibility to update their email addresses if for some reason they were to change themThis customer has been a customer of Electricity Maine since and her rate did go up at a time when the power was really high to purchaseThe market has come down since then and we had already bought the power for this customerI would of been willing to drop her rate to a rate that would of been lower than the Standard OfferBecause we do value this customer and would love to have her back I am willing to waive the cost recovery fee of $due to the situation of this accountThank you [redacted]

Hello,Back in we were the first in [redacted] to offer customers a lower rate than the Standard Offer rateSince then there have been several competitors who have entered into the market in ***The prices have raised due the harsh winters as wellWe have sent out renewals to our customers 30- days prior to a customer term endingYou have had this time to choose if you wanted to stay with Electricity MaineOur Terms and Services were also sent with each renewal period which does tell customers that if they leave in the middle of their term they will be charged a cost recovery fee of $At this time I can offer you a rate of for mosor until NovemberIf you would like to call us we would be more than happy to help you in any way we can.Thank you

I apologize that no one was able to explain the markets to you so that you could understand it a little betterI'm also sorry to see you leaveAt the time that your accounts renewed the market was higherThey have come down drastically since thenIt's similar to when you buy oil one week and the next week/day they are either up or downThe reason for the Cost Recovery fee is that we have to buy the power in advance for each customerIt does look like this customer was able to speak with someone in our office and the fees were waivedI can assure you that we always try to do what is right for our customers and if this customer would of called us before leaving we may have been able to do something for them at that timeThank youElectricity Maine

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I have no record of any "renewal" and I am diligent in tracking my obligationsIt appears that they've found an effective way to scam the customer Regards, [redacted] ***

I have reviewed the accounts and noticed that the accounts have a different email address then the one that is listed in this complaintThe one that we have on file is [redacted] Electricity Maine follows the rules by the [redacted] and sending notices by email is acceptableNotices (renewals) are sent with the Terms of Service which explains to customers about the cost recovery fee if canceled in the middle of their termCustomers have days to respond and we have even been lenient in offering customers other options if they call us after their renewal has gone byIf a customer calls us several months later we have been still trying to help the customer by offering them what we have at that timeIf they choose not to stay with us then we are charging the cost recovery fee of $for leaving in the middle of their termPlease let me know if something different was not mentioned to you and I will be more than happy to call you to see if there is something else that we may be able to offer youThank you

Revdex.com:The business thrives off ordinary people not noticing that they are being grossly overcharged This is PREDATORY! I am completely unsatisfied with their service and I believe someone should look into the entire industry of reselling power It was always regulated and nobody ever was taken advantage of, everyone paid the fair rate With the deregulation people are now being ripped off by the likes of dirty companies including both Ambit and Electricity Maine Further, when I told the representative I was unsatisfied he offered to put me back on the standard rate but informed me there would be a disconnection charge, even though their website expressly says there is no fee and I never signed a contract to begin with! [redacted] I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

I have given the customer a few choicesThis customer has had two renewal periods with us since Each time the customer is given the Terms of Services as well as the option to call us and opt of the term at that timeOnce the new term begins the customer needs to stay in the term until they receive their next renewal term otherwise they will receive a cost recovery fee of $At this time I can offer the customer our current rate of for mos and this will get them through the winter months when the power can be more expensive or they can take the until November or they pay the $cost recovery fee and stay with ***.Thank you

This customers complaint was that he never received the emailAfter researching with our IT department we show that this customer did open his emailand shows as read on the same day it was sentThe customer could of contacted us at that time to cancel and did notThank you

Hello, I do show Mr. [redacted] contacting our office in regards to his bankruptcy notice. I believe the confusion is that when applying for bankruptcy you need to list the companies of whom you owe money too. He may have listed the Utility as the deliverer of electricity but he didn't list Electricity... Maine as the supplier. We are separate from the utility and our name would need to be added to the list and that needs to be done by Mr. [redacted] contacting his attorney to have us added to the list. Once this has been completed he can send us a copy of the bankruptcy notice showing Electricity Maine as being listed as one of the companies he owes. At that time we can take care of the balance for Mr. ***. Thank you Electricity Maine

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I see a pattern emerging from the other complaints that Electricity Maine has hadI will let the reviewers take the information that we have all given them and they can make their own judgementThey know what they are doingThey are manipulating the system to their advantage and taking advantage of hard working people of Maine.
Regards,
*** ***

Revdex.com:
The *** email address forwards automatically to my current address, that is not the issue I also did notify them of the new address, which I see they have not changed I remain adamant in my request to resolve this issue to have the opportunity to review the options I should have been presented to make a decision without penalty, that's all I'm asking for.
Regards,
*** ***

This customers renewal happened at the time the Markets were highNo one could of predicted that they would of been higherSince then the markets have come down and we were able to offer this customer a lower rateWe follow the rules of the MPUC and we are allowed to send renewals through
emailWe have done nothing fraudulent and that is not the kind of company we arePlease see our Terms of Service that are provided with every renewal period This customer has gone through a few renewals with EME and the latest one was in Nov for his January date. Never had issues with previous renewal periodsThe email was delivered to *** on 11/1/If the customer would of called us sooner we may have been able to offer him something different at that timeThere will be no refund at this timeThank you***

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

Hello,The customer has been with us since Utility bills always have two parts on their billYou will have the supplier portion and the delivery portion on each of these billsA lot of people don't understand thatI don't have any idea why *** *** would tell the customer that the there
is a $feeOur Terms of Service say what we charge if you leave in the middle of the termWhich is the $cost recovery feeThese terms are sent to each of the customers 30-days prior to a customers term endingSince this customer was with us since they have received two other terms of service since We could offer this customer a rate that we currently have which is for mosor a rate of until NovemberPlease let us knowIf you call our office we would be happy to help you with thisThank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***

I apologize for not responding soonerI show the account under *** ***There are no fees attached at this timePlease let me know if there is something more we could help you with
Thank you