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Spark Energy, L.P Reviews (54)

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Case # [redacted] Thank you for bringing Mr [redacted] ***’s concern to our attention and for allowing us to address it Mr [redacted] has filed a complaint because he received a disconnect notice from both ComEd and [redacted] ***He states that his daughter contacted Spark and was advised that the supply portion for both is gas and electric were switched to SparkMr [redacted] claims that he did not authorize the switch to SparkHe is requesting to have all charges adjusted and would like to be refunded all of the money he has paid Investigative Results: Electric · On 06/17/2014, Mrs [redacted] (Spouse) authorized an enrollment into Spark’s Green Preferred plan, which offers a residential fixed rate of cents/kWh for months with no monthly service fee and no early termination feeMrs [redacted] also enrolled in Spark’s Advantage Plus plan, which offers a residential fixed rate of cents/therm for months with a monthly service fee of $and an early termination fee of $(TPV Attached) · On 06/24/2014, Spark generated and mailed the Welcome Letter(Letter Attached) · On 07/31/2014, Spark’s service became active · On 06/18/2015, [redacted] contacted Spark and inquired on the enrollmentShe indicated that her father would not have enrolled in Spark’s services since he is on Budget Billing with the utility · On 06/26/2015, Spark attempted to contact Ms [redacted] so that she could hear the TPVUnfortunately, there was no answer and a voicemail was left · On 07/07/2015, Spark contacted Ms [redacted] and allowed her to listen to the TPVShe confirmed that the person who authorized the switch was in fact her mother o That same day, Spark submitted a cancellation request per Ms*** o The utility confirmed the termination date of 07/31/ Investigative Results: Gas · On 06/17/2014, Mrs [redacted] (Spouse) authorized an enrollment into Spark’s Advantage Plus plan, which offers a residential fixed rate of cents/therm for months with a monthly service fee of $and an early termination fee of $(TPV Attached) · On 06/20/2014, Spark generated and mailed the Welcome Letter(Letter Attached) · On 07/07/2014, Spark’s service became active · On 06/18/2015, [redacted] contacted Spark and inquired on the enrollmentShe indicated that her father would not have enrolled in Spark’s services since he is on Budget Billing with the utility · On 06/26/2015, Spark attempted to contact Ms [redacted] so that she could hear the TPVUnfortunately, there was no answer and a voicemail was left · On 07/07/2015, Spark contacted Ms [redacted] and allowed her to listen to the TPVShe confirmed that the person who authorized the switch was in fact her mother o That same day, Spark submitted a cancellation request per Ms*** o The utility confirmed the termination date of 07/31/ Outcome: Spark apologizes for any inconvenience that this may have caused but believes that the TPV completed on 06/17/by Mrs [redacted] validates the enrollment The verifier provided all the essential information in order to complete the authorization and Mrs [redacted] agreed to the terms that were presented to him Unfortunately, no adjustments are warranted at this time Please let me know if you have any further questions or concerns Best regards, Martha L [redacted] | Consumer Affairs Supervisor CityWest Blvd, Ste | Houston, TX Tel: 832-333- ml***@sparkenergy.com | http://www.sparkenergy.com / [redacted] Style Definitions */

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it [redacted] has filed a complaint because he wasn’t charged for supply services for the past months and now Spark is charging him a large sum due to the error Investigated Results: · On 04/24/2015, it was discovered by Spark that [redacted] supply charges were rejected for billing periods 8/01/2014-04/30/ Therefore, the charges for the rejected periods were not included in [redacted] ’s utility bill · On 05/04/2015, Spark issued a letter of apology to [redacted] as well as a [redacted] dollars booklet valued at $due to the inconvenience · On 05/12/2015, Spark made an attempt to contact [redacted] to discuss his balance and payment options and left a voicemail · On 06//18/2015, [redacted] called in to inquire about his balanceSpark explained that his supply charges were being rejected [redacted] requested to speak to a supervisor · On 06/23/2015, per [redacted] ’s request, a call center supervisor contacted him to discuss his account issueSpark offered to re-rate his account back to the utility rate and apply a credit of $to the balanceFurthermore, Spark offered to reduce his total balance by 30% if he renews his account under a new contract as well as place him on a payment plan [redacted] did not agree to the terms at this time and decided he will call back with his decision · On 06/24/2015, Spark sent [redacted] his billing summary(Summary Attached) Outcome: Spark apologizes for any inconvenience that this may have caused but believes that [redacted] was charged correctly per the terms agreed upon Due to the missed billing windows, the customer did experience reduced invoices; consequently, she would be responsible once these oversights were corrected Please be aware that Spark discovered that the utility was not rejecting accounts individually if they were found to have errors and were in fact rejecting entire files (all of Spark’s customer records) if even one record had an error Unfortunately, the process to resend the “good” records was not working effectively However, Spark has since implemented a new process to identify the rejected files, extract the flawed accounts, and immediately resend the remaining accounts in accordance with the utility billing window In an effort to resolve [redacted] ’s concern, Spark completed a re-rate for the affected billing periods and applied a credit of $to the accountFurthermore, Spark will gladly assist [redacted] in setting up a payment plan as well as offering a 30% reduction on his balance should he renew his contractSpark will continue to reach out to [redacted] in efforts to reach an amicable agreementSpark also strongly suggests that [redacted] contact Spark’s Customer Service department to make arrangements Please let me know if you have any further questions or concerns.Best Regards, Hector [redacted] | Consumer Affairs Specialist

To Whom This May Concern: This is [redacted] ’s response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because she is getting charged a higher rate than her agreed upon contractShe states that her contract expires on [redacted] and should be charged [redacted] per kWh but instead is being charged [redacted] per kWhWhen she called [redacted] to inquire about the error, she was told that the billing department would review her account and that she should receive an updated bill total in two business daysShe didn’t get an updated bill and she called [redacted] back on [redacted] [redacted] was told by a different representative that the first person she spoke to provided incorrect information and that it takes a couple weeks to process bill correctionsShe was promised she would have an updated bill shortly [redacted] contacted [redacted] again on [redacted] for a follow up, and was advised that the bill corrections would be resolved by the next billing cycle and that the changes would be reflected on the [redacted] invoice [redacted] received the [redacted] invoice with the incorrect rate and no corrections [redacted] feels that [redacted] is unwilling to honor her contract and repeatedly provided inaccurate information She wants to make sure that her final invoice is correct so that she doesn’t have to go through the process again Investigated Results: · [redacted] , [redacted] self-enrolled for [redacted] Energy services through the website [redacted] [redacted] signed up for [redacted] ’s flex plan which offers an introductory rate of [redacted] per kWh and then rolls over to a month-to-month rateThere is a $ [redacted] monthly fee and no early termination fee · On [redacted] , [redacted] issued the Welcome Letter(Letter Attached) · On [redacted] , [redacted] called in to inquire about her rateThe agent advised her that he will submit a request to have her account reviewed for accuracy · On [redacted] , [redacted] reviewed the account and determined that [redacted] was charged the correct rate based on the ter [redacted] agreed upon · On [redacted] , [redacted] called in to follow up on her bill review request [redacted] advised her that the account is still under review and that upon completion of the review, she would be rebilled · On [redacted] , [redacted] called in to cancel her account with [redacted] and was given confirmation number [redacted] Outcome: [redacted] apologizes for any misunderstanding that may have occurred [redacted] originally enrolled in a flex plan which offers an introductory rate of [redacted] and then rolls over into a variable rate** [redacted] was not on a fixed rateUnfortunately, when [redacted] discussed her account with the [redacted] agents, her plan details were not thoroughly reviewedAs a result, [redacted] was led to believe that she was initially supposed to be on a fixed rate as opposed to the flex plan she agreed uponHowever, the Welcome Letter sent to [redacted] on [redacted] confir [redacted] that she signed up on the flex plan as the description of the ter [redacted] displays as “month-to-month.” The agents involved with this case have been referred for Management review In efforts to resolve [redacted] ’s concern, [redacted] will process a cost analysis which will compare the utility rate versus the [redacted] rate for billing periods [redacted] Once [redacted] receives the final meter reading from the utility, the cost analysis will determine what the amount of the adjustment will be [redacted] will send a refund check to [redacted] ’s mailing address [redacted] Please let me know if you have any further questions or concerns.Best Regards, [redacted] | Consumer Affairs Specialist [redacted]

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it [redacted] has filed a complaint because he feels that he was misled into enrolling in Spark servicesHe was told that Spark would save him about 20% on his billLater, he received a bill from [redacted] for $ and noticed that there were no savingsHe then received a call from Spark notifying him that he has a past due balance with them for supply servicesMr [redacted] became very upset and advised the representative to cancel his accountHowever, he was told that he has an early termination fee on the account if he were to terminate the servicesHe feels that Spark has very deceptive sales practices for enrolling customers Investigated Results: · On 11/09/2014, Mr [redacted] authorized the switch to Spark services with the third party vendor, [redacted] ***Mr [redacted] enrolled in Spark’s Carbon Neutral plan which offers a fixed rate of per therm with a $monthly fee and a $early termination fee · On 11/13/2014, Spark issued the Welcome Letter (Letter Attached) · On 12/22/2014, Spark services became active · On 01/30/2015, Spark issued the first invoice for billing period 12/22/2014-01/26/in the amount of $ · On 02/20/2015, Spark’s collection department contacted Mr [redacted] to advise him of the past due amountMr [redacted] chose to cancel his account on this day · On 02/23/2015, the utility company confirmed the termination date of 03/26/ Outcome: Spark apologizes for any misunderstanding that may have occurred The Welcome Letter states the following: “Depending on your LDU, you will either receive one monthly bill and the bill will include both your Transmission Charge and your Commodity Charge, and any other charges incurred in accordance with this Agreement; or you will receive separate bills from Spark Energy (for Commodity Charges, Transmission Charges, Fuel Charges and any applicable service fees and taxes) and your LDU (for LDU charges).” The statement above sets expectations in regards to the dual billing that Mr [redacted] was enrolled underHowever, in efforts to resolve Mr [redacted] ’s concern, Spark will waive the early termination fee of $ but he will be responsible for all usage charges on the account through his termination date of 03/26/ Spark Energy has submitted this information to the third party vendor and will obtain a statement from the agentSpark energy would like to assure [redacted] that this is not how we train our representatives nor do we condone this type of behaviorAgain, Spark Energy apologizes for any inconvenience that this may have caused Please let me know if you have any further questions or concerns.Best Regards, Hector P [redacted] | Consumer Affairs Specailist

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it Ms [redacted] has filed a complaint because her credit report reflects that she has a past due balance with Spark for the amount of $ However, she made this payment on 7/1/and she is still a Spark customer Ms [redacted] has had several billing issues with Spark and now her credit has been tarnished due to the collection activity from Spark Investigated Results: · On 12/08/2014, Spark issued a Termination Notice for the total amount of $474.08, which included a past due balance of $ · On 12/09/2014, Spark received payment for $leaving a balance of $ · On 01/02/2015, Spark generated an invoice in the amount of $193.38, which included the current charges of $and past due charges of $ · On 01/22/2015, Spark applied a late fee of $ onto the account, making the balance $ · On 1/29/2015, Spark received a payment of $leaving a balance of $ · On 02/02/2015, Spark generated an invoice in the amount of $340.01, which included the current charges of $and past due charges of $ · On 02/21/2015, Spark applied a late fee of $onto the account, making the balance $ · On 2/25/2015, Spark received a payment of $leaving a balance of $ · On 03/03/2015, Spark generated an invoice in the amount of $180.87, which included the current charges of $and past due charges of $ · On 3/5/2015, Spark issued an email explaining that there was a past due balance on the account and that she can contact Spark to make payment arrangements · On 03/22/2015, Spark applied a late fee of $ onto the account, making the balance $ · On 04/01/2015, Spark generated an invoice in the amount of $316.87, which included the current charges of $and past due charges of $ · On 05/05/2015, Spark generated an invoice in the amount of $446.45, which included the current charges of $and past due charges of $ · On 5/21/2015, Spark’s AutoPay made an attempt to charge Ms [redacted] bank information but the payment was declined · On05/28/2015, Spark applied a late fee of $ onto the account, making the balance $ · On 06/03/2015, Spark generated an invoice in the amount of $615.17, which included the current charges of $and past due charges of $ · On 6/19/2015, Spark’s AutoPay made an attempt to charge Ms [redacted] bank information but the payment was declined · On 06/25/2015, Spark applied a late fee of $ onto the account, making the balance $ · On 7/1/2015, Spark’s Collection department contacted Ms [redacted] in regards to her past due balanceMs [redacted] confirmed that she would be making a payment on this day · On 07/02/2015, Spark generated an invoice in the amount of $803.99, which included the current charges of $and past due charges of $ o That same day, Spark posted the payment of $623.28, leaving a balance of $ · On 7/7/2015, Spark placed Ms [redacted] account with a third party collection agency · On 8/29/2015, Ms [redacted] called in to dispute the charge of $on her credit report and stated that she made a payment on 7/1/ · On 8/31/2015, Spark’s Collections department spoke to Ms [redacted] and advised her that the charge will be deleted from her credit on 9/2/ o Spark generated an invoice for billing period 7/29-8/27/in the amount of $ Outcome: Spark apologizes for any inconvenience that this may have caused Spark has requested to have the amount of $removed from Ms [redacted] reportDespite Ms [redacted] having made a payment of 7/1/for the full balance of $623.28, Spark did not post the payment until 07/02/Furthermore; Spark had not received a payment on the account as of 2/25/Spark made an attempt to notify Ms [redacted] of her past due balance via email on 3/25/and advised her to make a payment and/or update the Autopay information on the accountAlthough the customer had yet to remit payment from 2/25/– 7/1/2015, the customer’s past due balance was inadvertently sent to our 3rd party collection agencyFurther review of the customer’s account reveals that she was not issued a Disconnection Notice for her past due balances as her account had also been inadvertently removed from Spark’s dunning process After further review, Spark has been able to identify the issues that impacted the customer’s account and has since rectified this matter and Ms [redacted] should no longer experience the aforementioned problems Again, Spark was able to confirm that the collection account has been closed as of 9/8/At this time, Ms [redacted] balance is $and her next payment is due on 9/16/ Please let me know if you have any further questions or concerns Best regards, Hector [redacted] | Consumer Affairs Specialist [redacted] | Houston, TX [redacted] / [redacted] Style Definitions */

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states that the sales agent did not properly explain the services and billingThe customer also states they were unaware that Spark would charge them for gas or that they would be required to mail a $check prior to being able to cancel the service Investigative Results: · On 10/8/2015, [redacted] (care taker and sister) authorized the enrollment to SparkShe agreed to a month fixed rate at cents/ therm with a $Monthly Service Fee (“MSF”) and a $Early Termination Fee (“ETF) · On 10/9/2015, Spark generated and sent the Welcome letter · On 11/25/2015, the Spark service became effective · On 1/6/2016, [redacted] contacted Spark regarding the service and the agent educated the customer on how she would be billed for delivery by the utility and consumption by SparkThe customer understood · On 4/11/2016, [redacted] called to cancel; the agent explained the benefits of Spark and the customer decided to compare the service against her utility and call back · On 4/12/2016, [redacted] called to cancel the Spark serviceThe agent submitted the cancellation request · On 4/14/2016, Spark received an inbound transaction from the utility with an effective termination date of 5/26/ · On 4/27/2016, Spark received a $payment for the ETF and applied it to the customer’s billing ledger · On 5/26/2016, the Spark service terminated · On 7/28/2016, Spark received Revdex.com Complaint No [redacted] Outcome: Spark would like to apologize for any inconvenience that the customer may have experienced but believes that the TPV authorized by [redacted] on October 8, validates the enrollmentSpark thoroughly disclosed the plan details to [redacted] at the time of enrollmentThe verifier made it clear that the customer was enrolling in Spark servicesUnfortunately, since [redacted] did not fulfill the contract’s obligations by cancelling the service prior to the service end date; the ETF was assessed and deemed as properly charged Spark’s service terminated on May 26, 2016; Unfortunately, Spark does not have any control of the termination date, as it solely is determined by the utility Please let me know if you have any further questions or concerns Best regards, April ***

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it Ms [redacted] has filed a complaint because Spark representatives approached her house and they lied stating that they were part of ***She requested several times for them to leave the premise but they refused to move and began insulting herThey finally left when she called the police to have them forcefully removedShe states that she felt unsafe in her own property and that this should be illegal Outcome: Spark apologizes for any inconvenience that this may have causedThis is certainly not the way we want our sales agents to present themselves to potential customersSpark had forwarded this incident to our Marketing department to obtain a statement from the agent as well as take any disciplinary measures necessaryWe would like to confirm that this is not how we train our representatives nor do we condone this type of behaviorLastly, we have placed Ms [redacted] ’s address on the Do No Solicit list We appreciate this feedback as it will help us better the quality of our customer service Please let me know if you have any further questions or concernsBest Regards, [redacted] | Consumer Affairs Specialist

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint # [redacted] Thank you for bringing [redacted] ’ concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states that he has requested to not be contacted by Spark several times but he continues to get calls via the auto dialing system Spark would like to apologize for any inconvenience that Mr [redacted] has experiencedAs soon as we received his complaint a request was submitted to the Marketing Department to place him on Spark’s internal [redacted] list Spark’s Marketing Department confirmed that phone number [redacted] has been on the [redacted] list and they are following up with our vendors to ensure that they are not dialing out to Mr [redacted] Please let me know if you have any further questions or concerns Best regards, Luis C***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I had asked for specific actions to settle this issueFirst, as per Sparks Energy response, I don't see a clear statement regarding changes to their Sales practices to avoid these types of issues in the future, more important when it comes to targeting minorities and low income families Second, I don't agree to pay those two unpaid bills at their current ratesAgain, I only signed with Sparks Energy because I was told by the company rep that my bill would go down about 20%She read my current gas bill and came to that conclusionThere is no way a person would sign with a new gas service provider if he would have been told that his bill was going to be almost doubleNO WAY I am only willing to pay for the gas usage if my bill is ammended to reflect the same cost per term that I used to pay with [redacted] This cost per term should be about only a few cents, not $ [redacted] charges me about $per term but it includes all costs including transportationIn summary, what I should pay would only about $in total to Spark EnergyI will wait for your response before I make a decision regarding my next steps Regards, [redacted]

Tell us why here To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it [redacted] has filed a complaint because she states that she cancelled her Spark service after receiving a high billShe recently received a collections letter and is disputing the balance Investigative Results: · On 12/30/2015, [redacted] called Spark to cancel the service due to increased billingSpark submitted the cancellation and advised the customer to allow 30-days for the request to complete · On 12/31/2015, Spark received the effective termination date of 1/12/from the utility · On 1/12/2016, the Spark service terminated · On 6/16/2016, Spark erroneously placed [redacted] account with a Collection’s agency due to the remaining account balance of $reflected · On 7/6/2016, Spark received Revdex.com Complaint No [redacted] · On 7/14/2016, Spark removed the account from collections and waived the balance of $ Outcome: Spark would like to apologize for any inconvenience that the customer may have experiencedAfter careful review of the account, we were able to determine that [redacted] account was placed with collections in errorWe cannot apologize enough for this occurrence and have done our absolute best to make it right for the customer In an effort to resolve the customer’s concerns, Spark has adjusted the balance of $The Spark account now reflects a zero balanceIn regards to [redacted] credit report; Spark utilizes a third party collection agency to assist in collecting balancesSpark does not report this to any credit bureau Please let me know if you have any further questions or concerns Best regards, [redacted] ***

To Whom It May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’s concern to our attention and for allowing us to address it Ms [redacted] has filed a complaint because she did not authorize the switch to Spark yet she was still enrolled in servicesShe contacted Spark to cancel the account and was allowed to listen to the TPVMs [redacted] claims that the voice on the recording did not sound like her and the last name was pronounced incorrectlyThe agent assisting her confirmed that Mr [redacted] did not authorize the switch and would waive the early termination feeHowever, the agent stated that she would be responsible for usage charges Investigated Results: · On 1/20/2016, Ms [redacted] called in to cancel the account because she did not authorize the switchSpark advised that a request would be sent to retrieve the TPV · On 1/21/2016, Spark contacted Ms [redacted] with the TPV resultsSpark confirmed that Ms [redacted] did not authorize the switch to Spark and would waive the early termination feeHowever, Spark advised that she would be responsible for all the usage charges on the account o Ms [redacted] requested a re-rate and for a supervisor to call her backSpark also confirmed that a re-rate would be processed on her account o The utility confirmed the termination date of 2/11/ Outcome: Spark apologizes for any inconvenience that this may have causedAfter reviewing the TPV, Spark determined that Ms [redacted] did not authorize the switch to SparkIn efforts to resolve Ms***’s concern, Spark has waived the early termination fee and will process a re-rate for billing periods 10/13-2/11/If a refund is due, Spark will issue a refund check within days of the termination date Spark has forwarded this information to the Marketing department and will obtain a statement from the agent associated with the enrollment as well as take any disciplinary action deemed necessaryWe would like to further confirm that this is not how we train our sales agents nor do we condone this type of behavior Please let me know if you have any further questions or concerns Best Regards, Hector [redacted] | Consumer Affairs Specialist

To Whom This May Concern: This is Spark Energy’s response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] o filed a complaint because she was told she could get 20% off of her gas billShe was not informed that she would be purchasing gas from [redacted] and from [redacted] *** [redacted] called [redacted] on [redacted] to cancel her service but every week after that, her gas company advised her that they have not received such request [redacted] contacted [redacted] again on [redacted] and was advised that her services would be canceled after her first billing cycles even though she called in to cancel days prior When she contacted her gas company again, she was told that her services would be terminated on [redacted] She feels that she has been lied to in regards to her cancellation Investigated Results: On [redacted] , [redacted] authorized the switch to [redacted] with [redacted] ; an agent who is with the third party vendor, *** [redacted] signed up for [redacted] ’s Carbon Neutral plan which offers a fixed rate of cents per therm for month with a $ monthly fee and a $early termination feePlease note that in the TPV (TPV Attached), the verifier specifically states the following “You will be on the dual billing program and will receive one bill from [redacted] for gas transportation services and another bill from [redacted] for the gas commodity charges“ On [redacted] , [redacted] called in to cancel her services with [redacted] and was provided with confirmation number [redacted] [redacted] submitted the cancellation request on this day On [redacted] , [redacted] called in to inquire about her cancellation request [redacted] advised her that a response was not received from the utility company and that a 2nd request would be submitted On [redacted] , the cancellation transaction was sent to the utility company On [redacted] , [redacted] received a response from the utility company which confirmed the termination date of [redacted] On [redacted] , [redacted] called in concerned about her previous cancellation requestShe stated that the utility company has yet to receive a cancellation request from [redacted] [redacted] explained that a response was already received and that her account is set to be canceled On [redacted] , [redacted] called in to inquire as to when [redacted] was going to cancel her services [redacted] advised her that the termination date is [redacted] and she will then continue gas supply services with the utility company Outcome: [redacted] apologizes for any inconvenience that may have occurred [redacted] believes that all vital information was provided at the time the TPV was completed However, in efforts to resolve [redacted] ’s concern in regards to the cancellation, [redacted] will process a re-rate for ***- [redacted] once the final meter reading is received from the utility companyThe re-rate will compare [redacted] ’s rate vsthe utility company’s rate for the aforementioned billing period Please let me know if you have any questions or concerns

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Tuesday, April 28, 9:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] Hello, This complaint has NOT been resolved and I am still receiving billing from Spark Energy even though they accepted by cancelation of services two months ago [redacted] Regards,

Sent: Friday, March 27, 8:AM To: drteam Subject: Revdex.com Complaint No [redacted] Good Morning, Spark Energy would like to confirm that [redacted] ***’s early termination fee has been waived and a cost analysis to compare Spark Energy charges versus [redacted] charges has been processed [redacted] should expect to receive a refund check in the amount of $within the next 10-days Spark Energy apologizes for the delay in response Please let me know if you have any further questions or concerns Best Regards, H [redacted] | Consumer Affairs Specialist CityWest Blvd, Ste | Houston, TX Connect with Spark Energy This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you are not the named addressee you should not disseminate, distribute, or copy this e-mailPlease notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your systemIf you are not the intended recipient you are notified that disclosing, copying, distributing, or taking any action in reliance on the contents of this information is strictly prohibited

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution would be satisfactory to me

To Whom This May Concern: Thank you for bringing [redacted] ’s additional concern to our attention and for allowing us to address it Spark would like to apologize for any inconvenience that the customer may have experiencedWe’d like to confirm that the email address on file for Ms [redacted] is [redacted] which is the email address that she provided to us during her self-enrollment to Spark on 8/7/via the Spark websiteAdditionally, Spark’s records do not reflect any return mail in regards to Ms [redacted] ’s address on file since inceptionFor these reasons, unfortunately, Ms [redacted] ’s account does not warrant any credits or adjustments Please let me know if you have any further questions or concerns Best regards, April ***

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’s concern to our attention and for allowing us to address it Mr [redacted] has filed a complaint because his supply charges went from $to $ After speaking with [redacted] ***, he was advised that the majority of the charges were from SparkMr [redacted] does not remember signing up for Spark services but does remember speaking to one of their representativesWhen he spoke to Spark, he found out that his former roommate authorized the switch but he did not have permission to do soSpark explained that his high bills were due to rejected supply chargesMr [redacted] feels that Spark is misleading and that he deserves an adjustment on his charges Investigated Results: · On 07/17/2014, Mike [redacted] authorized the switch to Spark with Joshua [redacted] ; an agent associated with the third party vendor [redacted] Mr [redacted] enrolled in Spark’s Advantage Plus plan which offers a rate of per therm for months with a $monthly fee and a $ early termination feeThe TPV is attached for your review · On 07/21/2014, Spark issued the Welcome Letter (Letter Attached) · On 08/07/2014, Spark services became active · On 05/19/2015, Mr [redacted] called in to inquire about his billingSpark advised that his previous supply charges were rejectedSpark offered a payment plan but Mr [redacted] stated that he did not have time to make the arrangements at this time and will call backHowever, he requested to listen to the TPV because he did not authorize the switch to SparkSpark advised that they would call him back upon getting the TPV results · On 05/29/2015, Mr [redacted] called in to inquire about the enrollment outcomeSpark informed him that Mike [redacted] authorized the switch Spark offered to cancel his services as well as to waive the early termination fee should he provide his new addressHe did not have his new address available No changes were made on the account at this time o Spark received Revdex.com Complaint No [redacted] Outcome: Spark apologizes for any inconvenience that this may have causedDue to Mr [redacted] being the account holder, Spark has determined that Mr [redacted] was not authorized to make the switch despite stating that he was during the TPVIn light of this information, Spark will process a full re-rate for the time that Mr***’s account was active with SparkSpark submitted a cancellation request on the account on 06/08/and is now waiting for the termination date from the utilityUpon receiving the final meter read, Spark will process the cost analysis and will apply the credit, if any, to Mr ***’s balanceMr [redacted] will be responsible for the remaining balance (Spark will call the customer to obtain it) As it relates to Mr***’s balance, please be aware that Spark discovered that the utility was not rejecting accounts individually if they were found to have errors and were in fact rejecting entire files (all of Spark’s customer records) if even one record had an error Unfortunately, the process to resend the “good” records was not working effectively However, Spark has since implemented a new process to identify the rejected files, extract the flawed accounts, and immediately resend the remaining accounts in accordance with the utility billing windowThe affected billing windows in Mr***’s account are 08/11/2014-04/09/ Please let me know if you have any further questions or concerns.Best Regards, Hector [redacted] | Consumer Affairs Specialist

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because he feels that he was misled by the Spark representativeHe was promised a lower gas bill but instead his procurement rate went from to per therm with SparkMr [redacted] contacted Spark to discuss this matter but was advised that if he wanted to cancel his service with Spark he would have to pay a $Early Termination Fee (“ETF”) Investigated Results: · On 10/20/2014, [redacted] authorized the switch to Spark with [redacted] ; an agent who is with the third party vendor [redacted] ***Mr [redacted] enrolled in Spark’s Blue plan which offers a fixed rate of per therm for months with a $monthly fee and a $ETFThe TPV is attached for your review · On 10/23/2014, Spark issued the Welcome Letter (Letter Attached) Outcome: Spark Energy apologizes for any misunderstanding that may have occurred but believes that Mr [redacted] was provided with all the essential information at the point of sale, in the TPV, and in his Welcome LetterPage three (3) on the letter states the following: “The rate or fixed amount you pay Spark Energy will include the Commodity Charge and Transmission ChargeYour price does not include applicable California sales tax, use tax, local tax or gross receipt taxes imposed by California State Tax LawYou are responsible for any and all taxes (whether passed through to you on ***’s bill as a separate line item or as part of the price of natural gas, as required by law, rule or regulation) and [redacted] charges for delivery and distribution services” Spark Energy takes every possible opportunity to ensure that all sales representatives that contact prospective customers are conducting themselves in the most truthful and professional mannerSpark hires third-party vendors to aide in selling our servicesWe have communicated the customer's complaint to our sales group to ensure that every representative is presenting Spark Energy's service correctly In efforts to resolve the customer’s concern, Spark will waive the ETF of $should Mr [redacted] choose to terminate his Spark accountHowever, Mr [redacted] will be responsible for all usage charges on the account until his account is fully terminated Please let me know if you have any further questions or concernsBest Regards, [redacted] | Consumer Affairs Specialist

Since I accepted their offer please keep your word and cancel the contract as stated free of charge Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] concern to our attention and for allowing us to address it [redacted] has filed a complaint because he states that Spark markets in a deceptive way by offering contracts with a low introductory rate and then switches to predatory pricing after the contract term with no noticeThe customer states he cancelled Spark and months later he received an invoice for a $without explanation that was rejected by [redacted] *** Mr [redacted] states he is now being threatened with CollectionsInvestigative Results: · On 7/12/2014, [redacted] authorized the enrollment to Spark with [redacted] , an agent with third party vendor [redacted] for the Spark Advantage planThis plan offers a month fixed rate at cents/therm with a $Monthly Service Fee (“MSF”) and a $Early Termination Fee (“ETF”)(TPV Attached) · On 7/15/2014, Spark generated and sent the Welcome letter(Letter Attached) · On 8/5/2014, the Spark Service became effective· On 10/9/2015, Spark generated an invoice for billing period 9/4/2015-10/6/in the amount of $However, the charge rejected and was not included in the bill· On 12/17/2015, [redacted] contacted Spark about a high bill and was advised that and invoice was excludedThe customer understoodo On this same day, Mr [redacted] contacted Spark to cancelThe agent submitted the drop request· On 12/18/2015, Spark received a response from the utility with an effective termination date of January 6, as solely determined by the utility· On 6/5/2015, Spark generated and sent the Contract Expiration Notice(Letter Attached) · On 8/4/2015, Due to no response from the customer the Spark service defaulted to a variable month to month rate per the terms agreed upon· On 1/7/2016, the Spark service terminated· On 3/19/2016, [redacted] requested more information on the current generated invoice to be sent to him via mail· On 3/21/2016, Spark generated and sent Mr [redacted] the invoice summary(Letter Attached) · On 7/22/2016, Spark sent a final bill notice to the customer requesting the remaining balance of $· On 7/27/2016, Spark received Revdex.com Complaint No [redacted] Outcome: Spark would like to apologize for any inconvenience that the customer may have experienced but believes that Mr [redacted] has been properly charged based on the terms agreed upon To re-confirm, Mr [redacted] states that Spark offers a low introductory rate that switches to predatory pricing without notice Please note that prior to Mr [redacted] contract expiring Spark proactively sent a Contract Expiration Notice on June 5, via mailDue to no response from the customer the contract defaulted to a variable month to month rate on August 4, per the terms agreed uponAdditionally, Mr [redacted] makes mention that he received a bill for $after he cancelled the Spark serviceHowever, our records indicate that [redacted] contacted Spark on December 17, about the billing prior to cancelling and was advised that an invoice was excluded and rebilledThe customer accepted and then requested to cancel the Spark service whereas the agent submitted the cancellation request Mr [redacted] later contacted Spark again on March 19, about the billing where he requested and was sent an invoice summary via mail that outlined the $balance owed from the billing cycle of 9/4/2015- 10/6/As it stands, the Spark service terminated on January 7, 2016, as solely determined by the utilityUnfortunately, the customer is not due any credit adjustments and is responsible for the billing duePlease let me know if you have any further questions or concernsBest regards,April ***

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