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: Not only had I researched all other energy providers rates for the months that the "price spike" happened that I found none of the other energy suppliers rates went up at allThis is a price gouge to all of their customersI called and left messages to end the service with response energy and emailed them as wellNobody at any time called me or emailed me back to end the service back in DecemberThey ignored my calls to change energy providersThis entrapped me to their rates for another months until I could get another provider and get out of this price gouging messThe company is currently under a class action lawsuit from customers that were taken advantage of by response energyNot being able to transfer providers unless you get in contact with the company ties the hands of the customer that they cannot change their provider In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

To whom it may concern; Thank you for reaching out to us regarding your issuesAfter a review of your account I have been able to investigate your complaintAs you mention in your complaint, you validly enrolled in a fixed rate agreement with Major Energy for a rate you felt was competitive at the timeYou further state that "closer to the expiration of the contract I decided to wait" instead of contracting for a new known fixed rateInstead you decided to "wait" and see what would happenOnce your fixed rate ended your contract defaults to a variable rate, as noted in your contract, and the market takes over control of the prices charged each monthIf you would like to re-enter our services, many times we are able to retroactively assist in times such as this, however, you should be made aware that if you ever let a fixed rate expire, it will default to a variable rate and on a variable rate plan you will loose the price protections afforded to fixed rate contract pricesThank you for your time and effort in this matter Customer Service Representative

Good Afternoon, Please provide the cr for this account as well as the account holder name so that we can properly respond to this complaint Regards,

The customer has been contacted by our customer service and their account has been canceled Ragrds

Good Morning, We are sorry the customer had a bad experienceThe customer was previously enrolled in a variable rate plan with our companySince making the complaint, the customer has enrolled in a fixed rate plan Regards,

Good Evening, We are sorry that you are unhappy with our last response Again, the signed contract, attached earlier, contains the customer's name and signature If the customer believes that someone fraudulently signed her name, please contact our customer service department Regards,

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] first of all, your representative, ***, filled out a form (it is not my handwriting)that he said was just using for information purposes...not a sales agreement and he didn't show me the form or explain he was checking the variable rate...second, my name is [redacted] not [redacted] ...third of all, the line that he asked me to initial (he did not give me the form to view) has my initials but not my signature; I would be happy to send you a copy of my drivers license to verify that is not my signature...fourth of all, the verification phone call was on his cell phone and barely audible, again he said it was for inquiry purposes and not to switch over...the bottom line is that customers are being deceived then ripped off...I have been a PECO customer for over twenty years and no longer go over my bill closely because there is no reason to after all this time (or so I thought)...apparently I have been switched over to respond since sept, and when I spoke to a PECO representative, they informed me that I have been over-charged (what you call variable rate) since...fifth of all, I have been trying to call respond power repeatedly and the initial computer generated voice says "wait time will be minutes or more"...how is this possible of a business that cares about their customers and are dedicated to providing the best rates (that is what your website states)...in lieu of the deception and lack of response I have received from respond energy (I have also sent two emails), I believe I have not been given an appropriate response and I do not feel I am entitled to pay them anything higher than what I would have been charged by PECO...the reason I cancelled my service initially is because PECO answers their calls and they were the only people I could get some answers from 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 had a bad experience with our companyWe will take the customer's comments into account as we continually evaluate the sales practices of our independent partner vendorsThe customer validly enrolled in a variable rate plan with our companyI have attached the signed sales agreement as confirmation The rates on a variable rate plan are subject to change based onmarket conditionsUnfortunately, the energy market performed very poorly thispast winter due to decreases in energy supply and increases in demand due tothe cold weatherWhile suppliers like Major Energy/Respond Power base the rateon a daily rolling average and hedging, most utilities purchase energy inmassive block and adjust quarterly or semi-annuallyBecause of that, sometimessuppliers find themselves with higher rates than utilitiesEventually trendsreverse and utilities are forced to adjust their rates to make up for lossesdue to underpriced supply sold to customers during high markets.The customer's account has now been cancelledAs the customer notes, it usually take the utility company one to two business cycles to process the switchWe unfortunately have no control over that time period Please contact your utility directly for questions about when you will return to the utility company and also for budget billing questions.Regards

We apologize for any inconvenience the customer experiencedUnfortunately, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weatherWhile 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-annuallyBecause of that, sometimes suppliers find themselves with higher rates than utilitiesEventually 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 Customer has already submitted a dispute to the Pennsylvania Public Utility Commission, which regulates energy supply companies like [redacted] Following an investigation, it was determined by the PUC that the customer was validly enrolled and was billed in accordance with the terms and conditionTherefore, no refund is warranted and none will be issuedCustomer's account has been cancelled since March/

I would like a refund from my Feburary bill and an adjustment from my recent bill to reflect current cost of electricity that is more in line with there competion

Good Morning, We are sorry the customer has been unhappy with our service As the customer notes, he enrolled in a variable rate plan, meaning that rates would fluctuate with the energy market While we can't get into the specifics of the customer's bill in this public forum, please note that we are only responsible for the commodity charge that appears on your bill We are sorry to lose you as a customer Please speak to your utility directly for budget billing options Regards,

We apologize for any inconvenience the customer may have experiencedOur customer service center is open Monday-Friday, 9AM-5PMCustomer was able to speak to a representative on Customer's account was enrolled via a door to door salesperson in May of The account was enrolled by account holder's spouseUnfortunately, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weatherWhile suppliers like Major Energy/Respond Power base the rate on a daily rolling average and hedging, most utilities purchase energy in massive block and adjust quarterly or semi-annuallyBecause of that, sometimes suppliers find themselves with higher rates than utilitiesEventually 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 Regarding the billing, our company does not bill the customer directlyThe customer's local utility company delivers the energy purchased by our company for the customerOn the past twenty-five bills from the utility company, our company's name is listed as customer's supplier in the section where the supply charges are located As customer was validly enrolled, no refund or adjustment is warranted

Good Afternoon, We are sorry the customer was dissatisfied with our serviceThe customer enrolled in a variable rate plan with our companyThe rates on a variable plan fluctuate with the energy marketUnfortunately, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weatherWhile suppliers like Major Energy/Respond Power base the rate on a daily rolling average and hedging, most utilities purchase energy in massive block and adjust quarterly or semi-annuallyBecause 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 For information on budget billing and payment plans, please contact your local utility Regards,

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 offered Restore Energy a reasonable compromise in my original complaint to you to adjust my outrageous electric bill, which they completely ignoredInstead they offered me excuses as to the reason for my variable rate hike I believe their excuses are ludicrous...first of all, because I can see on my [redacted] bill that if I had stayed with [redacted] for my transmission/generation charges, nothing at all would have happened to adjust my rate, regardless of the alleged "supply bottleneck," polar vortex issues, gas consumption increases, etcthat they listed If it hasn't been a problem for [redacted] , then why are all these things such a problem for them? Secondly, when I signed up with Restore Energy it was explicitly explained to me by their door-to-door salesman [redacted] that my variable rate was going to be based on the amount of electricity I used (i.ethe more we consumed in our home above a certain amount, the less it would cost compared to the going regular rate being offered by our regular company, [redacted] ) There was absolutely no mention of the "energy market" having any effect at all on the rate Third, I tried before I even received the last bill (the one with the outrageous rate hike) on several occasions to cancel my contract with Restore to no avail because no one ever answered the phone or returned my emails, as I also explained in excruciating detail in my original complaint This issue was also not addressed in their rebuttal I would like to say that I have absolutely no plans to pay the money that I owe Restore Energy at this point I will continue to pay [redacted] their part of the bill and any future bills that I receive from them, which will not allow my electricity to be shut off and the balance owed Restore Energy will remain on my bill until they agree to a fair compromise Until then, they will not see a dime from me Sincerely, [redacted] ***

Revdex.com: At this time, I have not been contacted by Respond Power, LLC regarding complaint ID [redacted] 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: The man that came to my home did not explain variable rates He scammed not only me but a number of people in our neighborhoodI have a big family to feed and bill which the company has not called back regarding I have called and left messages to RESPOND POWER and no one has called backThe issue is not resolved! They know they scammed people and won't call back because they will lose moneyI am still upset and by telling me that there is a high peak in energy costs, I get that but what about the business contacting us and at least working with us in paying the bill off The man flat out lied to us and we did not understand and when we called to cancel, we couldn't and we called again-next time we got someone that said it's not a problem A lot of inaccuracy and would like additional follow up and to speak with someone about the bill to see what can be done THAT is not fair In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Good Afternoon, According to the complaint, the customer states that she is unhappy with the rate being charged and not being able to contact our customer service department We are very sorry that she could not reach our customer service We have been in contact with many customers and are returning calls as soon as possible As has been widely reported, there has been a spike in the wholesale energy market which was reflected on the most recent billThis 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 recordWe 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 by our company and it is now up to the utility to process the cancellation 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 highRegardless 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 gasWhen 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 ownerJust 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 powerIn the short-term, this electricity generation is putting further strain on the natural gas capacity in certain parts of the countryAt 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 marketsThe result? Competitive energy suppliers and utilities alike are paying higher than prices when purchasing from the wholesale market in order to provide energy to homeowners, tenants, and business ownersThis 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 normalizeHowever, winter weather may very likely be around for some weeks to comeDespite the unusual weather, the gas and electric delivery systems have proven to be highly reliable this winterA 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 possibleFor example, make sure doors and windows are well insulated, seal any air leaks, and lower the water temperature setting to 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 programsIn 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

Good Afternoon, 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 billThis 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 recordWe 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 [redacted]

Good evening, We are sorry the customer is unhappy with our response Regards,

Good Afternoon, According to the complaint, the customer is unhappy with the recent rate being charged and would like to cancel her account 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 billThis 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 recordWe 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 highRegardless 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 gasWhen 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 ownerJust 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 powerIn the short-term, this electricity generation is putting further strain on the natural gas capacity in certain parts of the countryAt 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 marketsThe result? Competitive energy suppliers and utilities alike are paying higher than prices when purchasing from the wholesale market in order to provide energy to homeowners, tenants, and business ownersThis 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 normalizeHowever, winter weather may very likely be around for some weeks to comeDespite the unusual weather, the gas and electric delivery systems have proven to be highly reliable this winterA 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 possibleFor example, make sure doors and windows are well insulated, seal any air leaks, and lower the water temperature setting to 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 programsIn 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]