Respond Power

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:

Though sales reps may be restricted from guarenteeing savings they did so on two different occasions. I had two reps come to my house promising the same thing, regardless of what the compans "official" policies may be.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Morning,
We are sorry the customer has been unhappy with her experience.  Due to a clerical error, we sent you a check that was short $100.  I have just put in the request to send you $100 and you should have it within a couple weeks.  We sincerely apologize for...

our error.
Regards,

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]

Good Afternoon,
According to the complaint, the
customer states that she is unhappy with the current rate being charged and
didn’t believe that our company had contacted properly signed anyone in the
household up..
The customer’s husband...

agreed to a
variable rate contract (verification call attached), meaning her rate would be
determined by the energy market.  We did
send the customer a notification as indicated by the contracted salesperson
(Please see attached for proof of mailing).
As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February **press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well. [redacted]
Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.
We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.
Regards
 
In addition please see this informative article.
Why Have
Energy Bills Increased – Explaining Price Volatility
It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.
Why did
prices rise?
Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.
There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.
This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.
Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.
It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.
As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.
In the
meantime, there are some things that can be done to help manage energy bills.
Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.
Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.
Customers interested in price stability can also investigate
fixed price options that many suppliers offer.
Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.
Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit http://www.CompetitiveEnergy.org.

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:

First of all, one of your employees claimed to be a state employee conducting research to ensure that we were not being double charged distribution charges from our electric supplier (at the time [redacted]). He explained to me and had me speak to a person on the phone. At this time I did not see a document stating anything about Respond Power nor did anyone claim to be a representative of Respond Power. I also have a witness to verify this.
Regardless though, when your competition has variable rates and they are costing about a third of the cost of what your company is charging, you're obviously charging an unethical price. This is one of my issues with your company.
Listen, I told you how to resolve it. You've already lost me as a customer, and there is already a grass roots movement to boycott your company entirely in this state. If you continue your practice of leading customers into contracts while LYING ABOUT WHO YOU WORK FOR, then that's the major issue. Do you honestly think there will be no repercussions from a lack of ethical behavior?
I will pay you the .0799 rate from December to January from my bills. I want that rate applied to the next two bills I had already  paid and I want a refund of the difference. It's a fair compromise because I am still paying you a higher rate than most of your competition out here, but I am not letting you charge me that .1499 rate and think that you can get away with it without me continuing the process. I have already contacted the Attorney General's office, as have many other citizens of [redacted].
Until I get a partial refund, this issue is not resolved in my book.
 
 
 
 
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:

I do not believe the company is telling the whole truth.  I have read the different complaints on this website concerning the company.  I noticed that some people were charged the higher prices in January.  I was not.  So, I would like to know if the company charged all people with a variable rate the same amount as they charged me. It would stand to reason that if the polar vortex is to blame for the higher prices, shouldn't that affect all of the variable rate customers?  Why are some people charged one rate while another customer is charged a different rate?   I understand that this was a tough winter.  It was for consumers as well.  However, charging consumer's five times the normal rate is ridiculous.  I would like the company to provide the formula they used to figure out the rate that I paid.   It seems to me that the company is arbitrarily charging customers whatever price they choose.  Since Pennsylvania has no legislation (though they are currently in the process of passing legislation to cap this type of price gouging) preventing this type of outrageous price gouging the company is taking advantage of their customers.  Which, I guess they feel is good business since most consumers are not paying close attention to their bills.  But, my hope is that customers, like me, check their bills closely and leave a company that charges such high rates.  I have and will continue to follow up with the attorney general as well as the utility commission in hopes of getting this type of business practice changed to protect future consumers. 
I still want the company to reimburse me for the two months that they overcharged me.  I am willing to pay a fair price, and I am willing to take in to account the Polar Vortex.  But, the rate they charged was not an ethical price to charge.  I will not settle until the company provides their formula and or reimburses me for some of the unreasonable prices that they charged.  
 
 
 
 
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:

[I am unable to pay.  ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Mohammed Rashid

As stated before, customer was billed in accordance with the terms and conditions. No refund will be issued.

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]
 
 
My response to the company: You never contacted me to inform me that my rate would triple. Your lack of customer service was and still is atrocious. I don't feel this has been resolved. Your customer service representative ensured me that someone would assist me and they never did. I feel as though I deserve compensation.  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good...

Morning,
According to the complaint, the
customer is unhappy with the recent rate being charged.
The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy market.
As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
[redacted]
Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.
We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.
Regards
 
In addition please see this informative article.
Why Have
Energy Bills Increased – Explaining Price Volatility
It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.
Why did
prices rise?
Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.
There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.
This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.
Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.
It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.
As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.
In the
meantime, there are some things that can be done to help manage energy bills.
Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.
Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.
Customers interested in price stability can also investigate
fixed price options that many suppliers offer.
Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.
Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit [redacted]

Good Evening,
According to the complaint, the
customer is unhappy with the recent rate being charged.
The customer agreed to a variable
rate contract, meaning the rate would be determined by the energy...

market.
As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February [redacted]press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
[redacted]
Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.
We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.
Regards
 
In addition please see this informative article.
Why Have
Energy Bills Increased – Explaining Price Volatility
It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.
Why did
prices rise?
Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.
There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.
This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.
Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.
It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.
As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.
In the
meantime, there are some things that can be done to help manage energy bills.
Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.
Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.
Customers interested in price stability can also investigate
fixed price options that many suppliers offer.
Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.
Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit [redacted]

We would like to apologize to the customer for the issues they had reaching our call center. We have been receiving an extreme call volume which has adversely affected our response time with customers concerns. I do see that the customer spoke with Nancy on 2/**/14 and a refund check in the amount...

of $221.66 was processed. This check reflects a reduction in the rate to .1899. Market rates skyrocketed in January and millions of consumers in the US were adversely affected. A low fixed rate has also been applied to the account and we believe this matter is now closed.

Good afternoon.  We apologize for any inconvenience, but again, meter reading issues must be taken up with [redacted] directly. We do not read meters.  [redacted] will be able to provide you an actual meter reading for any given month.
Regards

Our last answer was responsive to the customer's complaint.

Good Morning,
We are sorry the customer is unhappy with our response.  We will not be issuing a refund.  For help paying your bill, please contact your utility for budget billing options.
Regards,

We apologize for any inconvenience the customer has experienced. 
The customer enrolled in a
variable rate plan with our company via a door-to-door sale on April **, 2012. The
customer’s signed application is included for confirmation. T
/>
Unfortunately, the energy
market performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like [redacted]/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.
The reason the local utility company's rate was less is due to the fact that they purchased the energy for their customers months prior to the spike in prices. Since the customer was on a variable rate plan, the energy was purchased on a month to month basis at the then current market prices. 
Customer has also submitted a complaint to the Pennsylvania Public Utility Commission. An investigation was undertaken and it was determined that no refund or adjustment is due. 
 
The customer’s account was
cancelled on 3/**/2014 and was processed by the utility on 4/**/2014. No
termination fees were assessed. Because the customer validly enrolled in a
variable rate plan, no refund or adjustment will be given.

Good Afternoon,
According to the complaint, the
customer states that he is unhappy with the current rate being charged.
The customer agreed to a variable rate contract, meaning his rate would be
determined by the energy market.
As has been...

widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in [redacted]. 
Please see this link relating to New York prices as well.
[redacted] 
Finally, the account has been
canceled and it is now up to the utility to process the cancellation.  Please contact your utility for budget
billing concerns.
We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.
Regards
 
In addition please see this informative article.
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Good Evening,
As the customer has indicated, she has already spoken and corresponded with our customer service department.  The account has already been cancelled, but it will take 1 - 2 billing cycles for the utility to process the switch.  We will not be issuing a refund in this situation.  We are sorry if the customer remains dissatisfied.
Regards,

Good Morning,
We are still investigating this complaint. It does appear there was a technical issue with the customer's cancellation. We will update as we learn more.
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:
[Your Answer Here]This in no way resolves my complaint.   I am not interested in the spike in energy.  I was told when I signed up with this company that I would see an immediate decrease in my electric bill.  Instead they raised the rate by three cents on the first bill and then after I cancelled, they sent me another bill that DOUBLED the rate.  This is false advertising.   I absolutely would have never signed on if I thought my rate would go up.  That doesn't even make sense.  why would anyone do that???   I signed up because they promised I would see a decrease by 20 to 30 percent.  
Also, I understand that after cancelling it may take a billing cycle for them to be removed from my electric bill, a billing cycle, ONE BILLING CYCLE, but they are staying on my bill for two billing cycles.   That is not at all acceptable and then they double the price on top of it.   God knows what they will charge next time, triple???  In my mind this is just their way of reaping some kind of penalty from the customer for cancelling.   All it takes is a phone call to get them off my bill.   There's no reason this should take two billing cycles.  
No, I am not at all satisfied with this response!!!   I want them off my bill immediately and I want the bill where they doubled the rate to be adjusted.    This company is making promises to consumers about reducing their electric costs and they have absolutely no intention of doing so.    This is absolutely outrageous.   No, I am not satisfied!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]