Public Power, LLC

Complaint: [redacted]
I am rejecting this response because: They are offering no relief from incorrect information that was mailed to me, or any alternatives. What was their purpose for sending out that letter? Was it purposeful to mislead me to stay with the company, so that I would have to pay for more expensive month to month, or yearly contract pricing. I am very unsatisfied with any of the information they responded back with. None of it was helpful, and how many other people have they sent this letter out to, to mislead them as well? If they are not offering any assistance, besides information that I already found out, then they are only further wasting my time. I am not satisfied and ant to pursue this issue further.
Sincerely,
[redacted]

March 2014
 
Viridian response to Complaint ID 9958036
-...

  SHAWN Murphy
We acknowledge receipt of your complaint with the RevDex.com on 3/07/2014 and apologize to you for any inconvenience that you
may be experiencing at this time.
Please accept this response as confirmation that we have launched an
investigation into your complaint and will make every effort to resolve your
complaint shortly.
Sincerely,
Public Power Compliance

July 27, 2015  Submittedvia web to: [redacted]ComplaintConsultantBetterBusiness Bureau29 BerlinRoad[redacted]...

**
[redacted]  Re:          [redacted], Case # [redacted]  Dear Ms. [redacted]: This letter is in response to the complaint filed by [redacted] (“Customer”)on July 22, 2015 regarding Public Power. In the complaint, Customer claims she has been monitoring her bills andhas not noticed savings with Public Power as her provider.  Customer has also expressed dissatisfactionwith the $50 early termination fee (“ETF”) she would be required to pay if shecancels her contract before end of term. Public Power does not guarantee savings as compared to anotherproduct. The prices of the utility’s standard offer service, as well as theprices of competitors, are constantly fluctuating.  In any given month Public Power’s rates maybe higher or lower than the rates offered by another company, which is statedin Customer’s contract.  Customer’scontract also provides for a $50 ETF if a contract is cancelled prior to theend of term. On July 27, 2015, I was able to speak with Customer regarding hercomplaint. In an effort to retain Customer’s business, Customer was offered a6-month fixed rate plan at $.0781.  Customer stated that she would take this offerinto consideration and notify Public Power by July 30, 2015. Public Poweris committed to compliance and customer satisfaction.  If you have any questions, please do nothesitate to contact me by email: at [redacted].    KindRegards,  [redacted]
Compliance Specialist        Tell us why here...

September 12, 2014
[redacted]
Manager, Marketplace Operations
Revdex.com
[redacted]
[redacted]
Re: Sue Richards, Case # [redacted]
Dear [redacted]:
This letter is in...

response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on September 10, 2014.  Customer’s complaint states that: 1) Customer’s agreed upon Fixed Rate was not applied initially and Public Power agreed to refund Customer for the difference between the Fixed Rate that she agreed to and the Variable Rate that she was charged; and 2) Customer has not received her final refund check of $89.89, which had been promised on June 30, 2014 with a delivery date of 4-6 weeks. 
I sincerely apologize for the time that it took to switch Customer to a Fixed Rate and for the delay in sending Customer’s refund check.  The Representative that Customer spoke to on June 30, 2014, is no longer with the Company and did not process Customer’s refund check properly.  As a result, the refund check was never issued to Customer.  I have spoken to our Accounts Payable Department to insist that Customer’s refund check is issued immediately.  Customer’s check will be sent out next week.  I am happy to provide an email update to [email protected] indicating the Customer’s check has been mailed.
Again, I sincerely apologize for Customer’s inconvenience and hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted].
Warmest Regards
[redacted]
Counsel

January 24, 2015
[redacted]Revdex.com[redacted]
Re: [redacted], Case #[redacted]
Dear Ms. [redacted]:This letter is in response to the complaint that[redacted] (“Customer”) filed...

with the Revdex.com on January 15, 2015.  Customer’s complaint states that: 1) Public Power confirmed that it had received Customer’s completed contract for a Fixed Rate of 8.99 cents per kWh for 9 months on July 14, 2014, however, Customer’s Fixed Rate never went into effect; and 2) Customer would like to receive the Fixed Rate she contracted for as well as a refund back to May 2014.First, Customer’s complaint states that Customer’s completed contract for a Fixed Rate of 8.99 cents per kWh for 9 months on July 14, 2014, however, it never went into effect.  I apologize that Customer’s Fixed Rate has taken so long to go into effect.  Customer’s Fixed Rate is expected to be in effect on Customer’s next bill cycle, which begins around February 1, 2015.Next, Customer’s complaint states that Customer would like to receive the Fixed Rate she contracted for as well as a refund back to May 2014.  Customer will receive the Fixed Rate that she contracted for and is expected to begin receiving this rate on her next billing cycle, which begins around February 1, 2015.  Public Power did not have Customer’s completed contract until July 14, 2014.  As it takes one-to-two billing cycles to apply a Fixed Rate, Customer has previously been refunded for her 9/29/14 – 10/27/14 billing cycle and will also be refunded for all the billing cycles until her Fixed Rate is applied.  Customer will not be refunded back to May 2014, as Public Power did not receive Customer’s Fixed Rate contract until July 2014 and it takes one-to-two billing cycles to apply a Fixed Rate. I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted].Warmest regards,
[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.
Sincerely,
[redacted]

when I called public power in November i was told specifically that there was NO early termination fee  because it was within 30 days of the end of the contract - they didn't waive a fee - since I was  within the 30 days.  When I got the  ETF notice of me owing $50 , the rep told me that I didn't owe any fee and that it was sent out in error  -  when I asked how many other people got these messages in "error" I was told he didn't know;  I would like to know :1. why I was sent the ETF charge in the first place?2. how any others were sent this notice?the reason for number 2 is that I would like to contact those others who received it and contact the state attorney general to see if this was purposeful and grounds for a class action suit. By law , my understanding is that if it was sent out to others, that the company must make available the contact information for them[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

August 10, 2015Submitted via web to: [redacted]Manager, Market Place OperationsRevdex.com[redacted]
[redacted]Re: [redacted] Case # [redacted]Dear Ms. [redacted]:This letter is in response to the complaint filed by [redacted]...

(“Customer”) on August 2, 2015 regarding Public Power.  In the complaint Customer disputes her enrollment and inquires about a letter she received from Public Power stating her “fixed rate” ends August 31st, 2015. Public Power’s records demonstrate Customer’s electric account was enrolled through the utility’s Standard Offer Program.  Customers opting for the Standard Offer Program are automatically referred to a qualified supplier of the utility’s choosing, which in this case was Public Power.  Customer’s service began with Public Power on July 3, 2015 and immediately following enrollment, Public Power sent Customer a welcome package with details of enrollment and the terms and conditions of the account.  Due to a processing error at the time of enrollment a renewal letter was sent to the Customer in error. Public Power sincerely apologizes for this error and any inconvenience that may have been caused.  In recognition of the error, Public Power will send Customer a letter of apology advising to disregard the renewal notice. On August 6, 2015 Customer spoke with a Public Power customer representative who provided an explanation.  Public Power records reflect the Customer was satisfied with the explanation.  Additionally, as a Customer courtesy and follow-up, I called Customer on August 7, 2015.  As Customer was not available I left a detailed message and provided my direct contact details.I sincerely hope this meaningfully responds to the above complaint.  However if you have any questions, please do not hesitate to contact me by email at [redacted]Sincerely,[redacted]Compliance Coordinator

Bait and switch / Sales person on phone never disclosed early termination. Avoid this company. The are good legitimate ESCO's that don't play games, are cheaper and totally transparent. My bill was raised many times from the time I used them. This had nothing to do with fluctuating energy prices since I googled energy prices in New york (I guarantee nobody else tried this, and would recommend it to any one who needs to dispute this companies underhanded practices. Also, I was hounded by cold calls from this company for months until I was able to block them. This is not a company with ethical terms. Small print jockeys- Oldest trick in the book. Avoid at all costs. And ignore their reply on here, what ever it is it's going to be a lie.

Complaint: [redacted]
I am rejecting this response because: it is not a resolution and would like to know what I will be reimbursed  and know the rate has been updatedbefore I accept their response. 
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is not true I requested the entire account to be discontinued, I feel misled and poor business assiociation with this company and will continue to pursue my  complaint as well as blast this company publicly not to be trusted for poor communication, high expenses and misrepresentation.    
Sincerely,
[redacted]

deceptive practices in rates - I was placed in a variable rate plan even though I did not agree

November 13, 2014
[redacted]
[redacted]
Revdex.com
[redacted]
[redacted]
Re: [redacted], [redacted]
Dear [redacted]:
On November 10, 2014, [redacted] (“Customer”) filed a complaint with the Revdex.com. Public Power provided a response on November 13, 2014 and Customer filed a rebuttal on November 14, 2014.  This letter is in response to Customer’s November 14, 2014 rebuttal.  Customer’s rebuttal states that: 1) Customer never received a notice that his term was ending and that his rate was subject to change; and 2) Customer is surprised that Public Power’s Variable Rate is double its advertised Fixed Rate.
First, Customer’s complaint states that Customer never received a notice that his term was ending and that his rate was subject to change.  Customer was sent the renewal letter attached in Attachment 1 on August 19, 2014.  In order to receive a Fixed Rate for an additional term Customer was required to fill out the renewal form and return it to Public Power.  This notice clearly stated that a failure to respond would result in a switch to a Variable Rate product at the conclusion of his Fixed Rate term.  Customer was notified of the Terms & Conditions surrounding a Fixed Rate at the time of his enrollment and was further notified by Public Power’s August 19, 2014 renewal letter.  Public Power can only confirm that it sent Customer the renewal letter in Attachment 1, it cannot confirm whether Customer opened the renewal letter or discarded it.
Next, Customer’s complaint states that Customer is surprised that Public Power’s Variable Rate is double its advertised Fixed Rate.  As stated in its initial response, current market conditions and operating factors are such that Variable Rates are higher than Fixed Rates.  Public Power is not currently offering Variable Rates to new customers because it can offer a much more competitive Fixed Rate option.  When a Customer enrolls in a Fixed Rate for 1 year, Public Power will go into the market to secure Customer’s electricity at that price for a period of 1 year.  In a Fixed Rate contact, the Customer has committed to stay with Public Power for a specific period of time, and Public Power has committed to provide electricity at a specific price during that period.  On the other hand, a Variable Rate contract is month-to-month and may be cancelled at any time without a penalty.  As a result, Public Power may purchase the energy for a Variable Rate customer on the spot market closer to the time of the Customer’s consumption.  In volatile markets, this may make the price for a Variable Rate more expensive than a Fixed Rate.  
I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted].
Warmest Regards
[redacted]
[redacted]

February 11, 2015[redacted]Manager, Marketplace OperationsRevdex.com[redacted]Re: [redacted]Dear [redacted]This letter is in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on...

February 10, 2015 and that was sent to Public Power on February 11, 2015.  Customer’s complaint states that: 1) Customer enrolled with Public Power on CTEnergySavings.com and on that website it stated that there was no early termination fee; 2) Customer cancelled with Public Power and received a $50 early termination fee; and 3) Customer has a printout from [redacted] showing that [redacted] stated that there was no early termination fee. Customer’s complaint states that Customer enrolled with Public Power on [redacted] and on that website it stated that there was no early termination fee.  Public Power’s Fixed Rate products do have an early termination fee of $50.  Customer’s complaint also states that she has a printout from[redacted] indicating that there was no early termination fee for Public Power’s Fixed Rate products. If Customer can provide the evidence showing that [redacted] indicated that Public Power Fixed Rate product did not have an early termination, Public Power would be happy to waive Customer’s early termination fee.I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at [redacted] or by email at [redacted]Warmest regards,[redacted]Counsel

April 20, 2015[redacted]Re: [redacted], Case # [redacted]Dear Ms. [redacted]:The following response is made...

pursuant to a complaint filed by [redacted] (“Customer”), with the Revdex.com on April 10, 2015 regarding Public Power.  In the complaint, Customer states that he contacted Public Power and requested to cancel his gas and electric services but only his electric service was cancelled.  As a result, Customer is requesting reimbursement for the difference between his utility and Public Power’s rate for his gas service.We have pulled Customer’s recorded call on January 13, 2015 and Customer called and only requested to cancel services for his electric account.  As per Customer’s request, a cancelation was submitted for his electric account.  We would be happy to immediately cancel Customer’s gas services, and will do so today.  This is the first request by Customer to cancel gas services.  We will send a follow-up note when we have a cancellation confirmation number and termination date from Customer’s utility.Public Power is committed to compliance and customer satisfaction.  If you have any questions, please do not hesitate to contact me by email at [redacted]Kind Regards, [redacted]Compliance Specialist

Complaint: [redacted]
I am rejecting this response because: [redacted], as [redacted] for Public Power, continues to ignore my main complaint which was: Why did my generation rate, after the so called polar vortex, not drop down to it's 10.99 rate as evidenced by their quotes in May or June, once the spike was over?
Her answer is in paragraph four:  "Public Power made a decision not to pass on the true cost of electricity to variable rate customers.  Instead Public Power spread the cost of the electricity consumed during the polar vortex over several months."  And overcharged hundreds or thousands of people.
Does Ms [redacted]'s version of "several months" extend to eight months and $220.00 of overcharges?  Public Power chose to overcharge a whole class of variable rate customers.  Or was there a mistake which should have been corrected?  Instead the company stonewalled and refused to return phone calls and emails.  It's nice to know that Public Power's customer care manager will get a slap on the wrist for his dedication to company policy.
Ms [redacted] now admits that we were never offered a fixed rate back in 2012.  But she says that I was able to call and ask for one.  If I didn't even know that there was a fixed rate available how would I know to call?  Another convenient distortion of fact!
Regarding the [redacted] ad on email recently which ms [redacted] claims to be unaware of, Public Power is offering a rate of  10.49 fixed.  [redacted] rate is 12.629"  Again misleading because [redacted] has been charging 9.49 and 9.99 all year. Per [redacted]:  "Public Power rewards customers in a powerful way! Money off your bill.  We reward loyalty."  
In the last paragraph she states that it takes one to two billing cycles for a new rate to take effect.  My July agreement took four months - July to November to reset. Again I was not advised of any such delay.  I expected August to reflect the new rate!   
To reiterate - my eight month overcharge was $220.00.   So much for loyalty and their implied promise to save you money.
I would expect that any reasonably intelligent person reviewing my complaint would agree that a refund was due.  
Thank you for your time and for your help.
[redacted]

Customer Name:  Anne Stein
Complaint
ID:         9956964
Subject:  Initial Company Response
We acknowledge receipt...

of your complaint with the RevDex.com on 3/10/2014 and apologize to you for
any inconvenience that you may be experiencing at this time.
Please accept this response as confirmation that we have
launched an investigation into your complaint and will make every effort to
resolve your complaint shortly.
Sincerely,
Public Power Compliance

May 6, 2015[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Re: [redacted], Case # [redacted]Dear Ms. [redacted]:On April 7, 2015 [redacted] (“Customer”) filed a complaint with the Revdex.com and on April 20, 2015 Public Power responded to Customer’s complaint. On April 23, 2015 Customer filed a rebuttal stating she disagrees with Public Power’s finding that she did not request her gas account be cancelled.  Public Power understands Customer’s position in this matter. In an effort to ensure that its previous findings were correct, Public Power conducted a second review of the recording of Customer’s January 13, 2015 call. As a result of this second review, Public Power confirmed its finding that Customer only requested her electric account be cancelled, and made no mention of her gas account. Public Power stands by its decision not to reimburse Customer.As I stated in my initial response to Customer’s complaint, Public Power has cancelled Customer’s gas account. In response, the utility has provided a service end date of May 29, 2015.Public Power is committed to compliance and customer satisfaction. If you have any questions, please do not hesitate to contact me by email at [redacted]Kind Regards,[redacted]Compliance Specialist

Complaint: [redacted]
I am rejecting this response because: I do not agree with  Public Powers version of the facts.   Here are the facts.
1.     In 2013 when I originally agreed to have Public Power provide our electricity I was not  offered a fixed rate.   Based on my experience it is obviously advantageous for Public Power to have customers on a variable rate since they can adjust rates at their will.  For  [redacted] to say that the company encourages customers to select a fixed rate is obviously misleading at best.  I would have chosen a fixed rate  if offered.
2.    The rate increased 50% in March 2014 from 10.99 to 15.99.   As far as I can see the rate has never gone down.  If the March spike was legitimate why didn't the rate go back down in May or June when their posted rates were 9.99 and 10.99.
3.     July/August I agreed to a fixed rate of 10.99 for 2 years but was not aware at that time of the large penalty I had been paying by not checking my [redacted] bills more carefully.
4.    Sept. 25, 2014.  Now aware of the extra charges I called Public Power and spoke with [redacted] (sp) to find out why the rate did not go back down in May or June, well after the spike.  She was sympathetic and said someone would get back to me.
5.    Oct. 1, 2014    No call back so I called again.  I spoke with [redacted].  He blamed the rate spike on the Polar vortex and since I was on a variable rate I had no recourse.   No reason as to why the rate stayed high for 8 months long after the spike was over.   He promised to sent the complaint on.  no response
6.    Oct. 7, 2014      I sent an email to Public Power.   again no response
7.   Oct. 15, 2014    I spoke with [redacted] at Public Power who then transferred  me to a supervisor [redacted] (sp)  who seemed to think that since I agreed in July/ August to a 2 year fixed rate of 10.99 the problem was solved.    Our Nov./Dec bill finally reflects the 10.99 rate.  Still no answer as to why the high rate lasted 8 months.
8.    Oct. 30 ,2014 I called Public Power again and spoke with [redacted].  same story but he offered me a $25.00 refund which I declined.    Again he said someone would get back to me within 2 days.   Again no response
Since March I have overpaid Public Power by $220.00.  during this time [redacted] rate was 9.49 and 9.99.  No spike in their rates.  Recently Public Power/[redacted] was advertising a rate of 10.79 stating that [redacted] was charging 12.629.     Obviously this is a misleading advertisement.
My complaint is that Public Power offers to save you money and they do for a short period of time, but while you are not looking, and with no notice they raise your rate and refuse to respond to your calls.
I have forwarded this information on to the [redacted].
I was hoping that Public Power would have responded to my original call and offered a reasonable solution.  I have stayed with Public Power thinking they would respond to legitimate complaints from their customers.
Sincerely,[redacted]

August 10, 2015Submitted via web to: [redacted]Manager, Market Place OperationsRevdex.com[redacted]Re: [redacted] Case # [redacted]Dear Ms. [redacted]:This letter is in...

response to the complaint filed by [redacted] (“Customer”) on August 2, 2015 regarding Public Power.  In the complaint Customer disputes her enrollment and inquires about a letter she received from Public Power stating her “fixed rate” ends August 31st, 2015. Public Power’s records demonstrate Customer’s electric account was enrolled through the utility’s Standard Offer Program.  Customers opting for the Standard Offer Program are automatically referred to a qualified supplier of the utility’s choosing, which in this case was Public Power.  Customer’s service began with Public Power on July 3, 2015 and immediately following enrollment, Public Power sent Customer a welcome package with details of enrollment and the terms and conditions of the account.  Due to a processing error at the time of enrollment a renewal letter was sent to the Customer in error. Public Power sincerely apologizes for this error and any inconvenience that may have been caused.  In recognition of the error, Public Power will send Customer a letter of apology advising to disregard the renewal notice. On August 6, 2015 Customer spoke with a Public Power customer representative who provided an explanation.  Public Power records reflect the Customer was satisfied with the explanation.  Additionally, as a Customer courtesy and follow-up, I called Customer on August 7, 2015.  As Customer was not available I left a detailed message and provided my direct contact details.I sincerely hope this meaningfully responds to the above complaint.  However if you have any questions, please do not hesitate to contact me by email at [redacted]Sincerely,[redacted]Compliance Coordinator