Spark Energy, L.P.

To Whom This May Concern:
This is Spark Energy's ("Spark") response to Revdex.com rejection 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 does not agree with the balance showing
owed to SparkMs[redacted] states that she has paid all monies that were due to
Spark to her local utility company and that she should not have a balance
Outcome:
Spark apologizes for any inconvenience
that this may have causedAfter careful review of Ms[redacted]'s account, in an
effort to resolve the customer's concern; Spark has opted to waive the
remaining balance of $
On 10/5/Spark called Ms[redacted] to
inform her that we had waived supplier charges shown as due; unfortunately,
there was no answer and a message was leftThe current balance reflected is now
$0.00; therefore Ms[redacted] will not be responsible for any charges
Please
let me know if you have any further questions or concerns
Best regards,
April [redacted] | Consumer Affairs Specialist
Wickchester Ln, Ste | Houston, TX
Tel: 832-333-
a[redacted]@sparkenergy.com
| http://www.sparkenergy.com

[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 ID [redacted], and find that this resolution would be satisfactory to me.  However, I would like to note that the message that was left by Spark Energy, didn't reflect the outcome and was stated that there would be a returned phone call, as I couldn't call them back because it was an outgoing line only. I do appreciate the fact that this has been resolved, I do hope that Spark Energy is able to contact utility company (as I asked them to do) to retain an account overview, but haven't heard about that either, which was told about 2 business days. As you can see, we are well past that mark.  Nor do I want a call now in regards to the situation, just because I have noted it in my response.    When I spoke to the utility company, I asked them to review the account and send the appropriate monies due to them.   I do hope they are able to resolve this matter with the utility companyThank you [redacted]
 











10/6/2015

To Whom This May Concern:
This is [redacted]’s (“[redacted]”) response to Revdex.com Complaint
No. 10596463
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 states that the
[redacted] agent that approached...

her house was lying and being deceitful. The agent
asked to see her bill and also claimed to have been sent from the government to
make sure she was receiving benefits and payment protection. She feels that
people are being scammed in her area.
Outcome:
[redacted] has submitted
this information to the third party vendor and will obtain a statement. We
would like to confirm that this is not how we train our representatives nor do
we condone this type of behavior. [redacted] sincerely apologizes for any
inconvenience this may have caused and would like to ensure that we are
continuously reinforcing our training and sales guidelines with all of our
sales vendors on how to properly inform potential customers of our products and
services.
We’d like to
confirm that [redacted] has placed Ms. [redacted]’s address of [redacted]
, [redacted] to our “Do Not Solicit” list as well as added the phone number of [redacted]
[redacted] to our “Do Not Call” list.
Please let me know
if you have any further questions or concerns.Best Regards, [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 states he was tricked into signing up with Spark....

The customer states the cancellation fee was waived but his money was not given back.
Investigative Results:
·         On 9/30/2016, [redacted] authorized the electric enrollment to Spark with an agent from third party vendor Energy Group Consultants for the Green Freedom Plus plan. This plan offers a 12 month fixed rate at 0.0819 cents/kWh with $0 Monthly Service Fee (“MSF”) and $0 Early Termination Fee (“ETF”). The customer also authorized the gas enrollment for the Blue 12 plan, which offers a 12 month fixed rate of 0.55 cents/therm with a $4.95 MSF and a $50 ETF. (TPV Attached)
·         On 10/1/2016, Spark generated and sent the Welcome Letter. (Letter Attached)
·         On 10/20/2016, the electric service became effective.
·         On 10/27/2016, the gas service became effective.
·         On 11/7/2016, [redacted] (Caregiver) contacted Spark to keep service active and the Spark agent advised the customer that the service was pending termination for the date of 11/22/2016 but to contact the utility to be reinstated.
·         On 11/8/2016, the utility reinstated the Spark service.
·         On 2/9/2017, [redacted] contacted Spark stating he called to cancel the service months ago. As a courtesy, the Spark agent waived the ETF and submitted the cancellation request.
o   On this same day, Spark received Revdex.com Complaint No. [redacted].
·         On 2/14/2017, Spark submitted the cancellation request for the electric service.
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced but based on the TPV authorized by [redacted] on 9/30/2016 for both the gas and electric without any objections; we have deemed the enrollment to be valid. Please note that prior to the Spark services becoming effective the customer received a Welcome Letter which outlined the rate and terms of service. For this reason, Mr. [redacted]’s account does not warrant any credits or adjustments.
 
Mr. [redacted]’s caregiver contacted Spark on 11/7/2016 and requested to have the service remain with Spark. Spark has initially received a termination date, and then received a reinstatement. No further contact was made by either Mr. [redacted] or his caregiver.
 
As it stands, the gas and electric service are both pending cancellation per the customer’s request.  Additionally, please be advised that the termination date is solely determined by the utility and not by Spark. Lastly, as an act of good faith, Spark adjusted the ETF, however the customer is responsible for the billing until the service terminates as it is for the household’s consumption.
 
Please let me know if you have any further questions or concerns.
Best regards,
 
April [redacted]

Sent: Friday, June 26, 2015 1:27 PM To: drteam Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection [redacted]. [redacted] has requested to have the Early Termination Fee (ETF) waived. In an effort to appease [redacted], Spark has agreed to waive the ETF associated with his account.   Regards, Martha L[redacted] | Consumer Affairs Supervisor [redacted] | [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 received a
bill with charges from...

February through his current billing period in the
amount of $295.79.He contacted spark and requested to speak to a billing
specialist in regards to his charges and was told that he would get a call back
in three days. [redacted] did not receive a call so he contacted Spark again.
He explained that [redacted] has not received any charges from Spark since
February;therefore, they do notknow how much is owed.
Investigated
Results:
·        
On 02/11/2015, Spark generated a charge for
billing period 01/08-02/06/2015 in the amount of $133.65. However, Spark was
not able to provide the utility company with the supply charges within the
allotted billing window.
·        
On 02/13/2015, [redacted] called in to
inquire as to why she did not have supply charges on her February bill. Spark
explained that it was due to missing the billing window when submitting the
supply charges to the utility company. Furthermore, Spark offered a $50.00 gift
card for the inconvenience.
·        
On 03/09/2015, [redacted] called in to cancel
her account with Spark due to the bill issue.
·        
On 03/10/2015, the utility company confirmed the
termination date of 04/08/2015.
·        
On 03/13/2015, Spark generated a charge for
billing period 02/06-03/09/2015 in the amount of $290.84. This bill included
charges from the previous billing period of 01/08-02/06/2015. Again, Spark was
not able to provide the supply charges to the utility company.
·        
On 04/14/2015, Spark generated a charge for
billing period 03/09-04/08/2015 in the amount of $369.11. This bill included
charges for billing periods 01/08-03/09.(Invoice Attached)
·        
On 04/16/2015, [redacted] called in to state
that she made a payment to [redacted] in February in the amount of $405.00 and
was assured that she would not have any further billing issues. However, she
feels that her issue is not resolved.
o  
Spark submitted a request to the B&T
department to investigate the missing supply charges.
Outcome: 
Spark apologizes for any inconvenience that his may have
caused but believes that all charges on [redacted]’s account are correct per
the terms agreed upon. Due to the missed billing windows, the customer did
experience consecutive reduced invoices; consequently, she would be responsible
once these oversights were corrected. Unfortunately, the aforementioned
consecutive missed billing windows contributed to the high bill she received in
April.
In efforts to resolve her concern, Spark issued a $75 gift
card as well as a [redacted] booklet valued at $500.00. However, [redacted] will be responsible for all usage charges on the account. Should [redacted] deem it necessary, she will be able to make payment arrangements with Spark
for the remaining balance.Please let me know if you have any further questions or concerns.Best Regards, [redacted]  [redacted]

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Rejection
**. [redacted] has stated that he received a letter from Spark
which was supposed to contain his $100.00 gift card. He would like Spark to
cancel the original gift card and resend a new one.
Outcome:
Spark sincerely apologizes for this occurrence. A new $100.00
gift card has been issued and sent through [redacted] which will require a signature
from **. [redacted] upon receipt of the envelope.  
Please let me know if you have any further questions or
concerns.Best Regards, [redacted] | Consumer Affairs Specialist

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 want a thorough explanation of why, when defaulting a month to month contract did services go up 300% and that I was told that if I renewed my contract, the cost would be reduced by a significant amount.  I felt this was a very deceptive practice to hold such an extreme price increase over a customer's head which would force them to renew their contract, even if they were unsatisfied with the service thus far.  I declined to renew and asked to be contacted by a higher authority to express my concerns.  I feel that a utility service bill which should have been $72 and was billed at nearly $300 simply for not renewing a contract is predatory and businesses like this that prey on people in their homes with a lot of double talk and sales pitches in poorer areas with the promise of lower utility costs shouldn't be in business.  I also feel that notice should be given to customers when their contracts are about to expire to give them the opportunity to either renew or cancel their services without being bombarded with such an outlandish utility bill.  I live in a small, 1 bedroom apartment where my heat & hot water are included in my rent.  My electric and gas bill should NEVER be $300 a month!  Plus I was told by the customer service agent that this company doesn't even regularly check the meters!  They can provide dates of service all day, but the fact is that they prey on people, they follow them up to their apartments and wait for them to enter their units and then knock on their doors with a very complicated sales pitch.  Quite frankly, the only reason I signed up for the services, after my husband initially refused, is because I felt bad for these boys that they really didn't know what they were doing, could not answer my questions, but did keep repeating that I could cancel at any time without penalty.  I'm not asking to not pay my bill, but I refused to pay $300 for what should be a bill of $72.  This company is supposed to be about saving their customers money, not waiting until contract renewal dates to pounce on them with outlandish utility bills.  I am simply asking to be billed what would have been my contract price, which I will pay, and keep my service with [redacted].  If you are unable to do so, then I am unable to pay such an exaggerated bill.   Good day.
Regards,

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I have not had that email address for 8 years and when I log on to my account it shows my email because I would not be able to log on otherwise to your site.  I have not rec'd any correspondence from you about my contract.  I have lived at the same address for 16 years.  Not only have I been super over charged on my bill for the past three months I just rec'd a final bill that is close to another 500.00.  What is going on!!!!!  This is so unfair.  In my defense I may have to hire an attorney and then we can see who will be getting a refund or not.  I asked you to send proof that you emailed me.  Please provide the documentation that was sent to me.  Again if it was sent to this SBC Global email provide proof and also provide proof the letter was mailed telling me my contract went out of date.  Also what rate are you using for my bill??  Again I am very disgusted with the fact that you are taking advantage of me and I will NOT tolerate this.  I demand a refund for all the overcharges on my account.  Please let me know if you confirm or deny so that I know which step to take next.

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]
has filed a complaint because he was told by a Spark Energy representative that
they...

offer a program which helps pay his current bill. However, he was not told
that he would be getting billed from Spark Energy. [redacted] states that he
received an invoice from Spark Energy for $29.99. Furthermore, he states that
when he contacted Spark Energy to cancel his service, he was told that he
should pay all his bills until the service is terminated or his balance would
be transferred to a collection agency.
Investigated
Results:
         On **/19/2014, [redacted] authorized the switch to Spark Energy  with [redacted]; an agent who is with the third party vendor, [redacted] enrolled in
Spark Energy’s Secure plan which offers a fixed monthly rate of $29.99 with no
monthly fee and no early termination fee. The TPV is attached for your review.         On **/17/2014, [redacted] called in to cancel his services with Spark Energy and
was advised that it could take 1-2 billing cycles to terminate the supply
services. Spark Energy submitted a cancellation request to the utility company
on this day. 
Outcome:
Spark Energy
apologizes for any misunderstanding that may have occurred but believes that
all essential information was provided in the TPV at the time of enrollment.
The verifier in the TPV clearly states the following:
“You will be on the dual billing program and
will receive on bill from [redacted] for gas transportation services and another bill
from Spark Energy for the gas commodity charges.”
Spark Energy
submitted a cancellation request on **/17/2014 to the utility company and is
currently awaiting a response to determine the termination date. [redacted] will
be responsible for all charged accrued from **/07/2014 through the termination
date provided by the utility company.
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] concern to our
attention and for allowing us to address it.
[redacted] has filed a complaint because he states that he was
misled by a Spark sales agent....

His gas charge increased and now wants his
services terminated.
Investigated
Results:
·        
On 10/14/2015, [redacted] authorized the switch to
Spark with [redacted]; an agent associated with the third party vendor
[redacted]. Ms. [redacted] enrolled in Spark’s Price Protect plan which offers a
rate of $0.699/therm with a $4.95 monthly fee and a $100.00 early termination
fee. The TPV is attached for your review.
·        
On 10/15/2015, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 11/13/2015, Spark services became active.
·        
On 1/11/2016, [redacted] called in to cancel his
services with Spark.
·        
On 1/13/2016, the utility confirmed the
termination date of 2/12/2016.
Outcome:
Spark apologizes for any inconvenience that this may have
caused but believes that [redacted] was charged correctly per the terms agreed
upon. Furthermore, Spark issued a Welcome Letter on 10/15/2015 providing the
terms of service and details for [redacted] to review.
[redacted]’s account will be terminated on 2/12/2016 as
determined by the utility company and he will be responsible for all charges
and fees on the account.
Please let me know if you have any further questions or
concerns.
Best Regards,[redacted]

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 she states Spark fraudulently misrepresented the company...

as being [redacted] and switched the gas supplier. The customer states the agent took her phone and clicked on all of the questions sent by email. Ms. [redacted] states she realized it was fraud when the email confirmed her change. The customer states she has contacted Spark and was told to allow two billing cycles and she also states [redacted] will not assist. Ms. [redacted] wants the Spark service cancelled now.Investigative Results:·         On 11/19/2016, [redacted] authorized the enrollment to Spark via the electronic enrollment application with an agent from third party vendor EGC. The plan enrolled is the Blue 12 for 74.90 cents/therm  for 12 months  with a $4.95 Monthly Service Fee (“MSF”) and a $100 Early Termination Fee (“ETF”)(Authorization with signature Attached)·         On 11/18/2016, Spark generated and sent the Welcome Letter. (Letter Attached)·         On 12/19/2016, the Spark service became effective.·         On 1/24/2017, Ms. [redacted] contacted Spark to see why she was being billed and was advised that the utility accepted the enrollment and became active but that the service also terminated 1/20/2017. The Spark agent submitted the billing for review. ·         On 2/21/2017, Ms. [redacted] contacted Spark inquiring as to why she is still being billed. The Spark agent apologized and advised the customer that the billing would be adjusted. ·         On 2/22/2017, Spark received Revdex.com Complaint No. [redacted].·         On 2/27/2017, Spark communicated with Ms. [redacted] via email and submitted a cancellation request per the email received. Outcome:Spark would like to apologize for any inconvenience that the customer may have experienced. To re-confirm, Ms. [redacted] states that the Spark agent posed as a [redacted] representative in order to switch the service. The customer also states that she did not realize the service was being switched until she received an email that confirmed the change. Please note that prior to receiving a list of qualifying statements to authorize the service; the customer reads the Consumer Rights and consents to receiving a TPV via text. Once they do then the attached document, which is a snap shot of the Sales Verification Page, is sent to the customer via a link to the Web TPV verification screen to complete the verification.  This process, which can only be accomplished via the customer’s phone and IP address, requires the customer to click on each one of the verifications for the Terms & Conditions. The selection of “NO” by the customer during this process will cancel the order. Additionally the customer and the sales gent must provide a signature for the completion of the authorized enrollment. (See signatures on attachment provided)As it stands, the Spark service is pending termination; the date is solely determined by the utility and not by Spark. Once the service terminates then Spark will perform a re-rate from the effective date to the termination date. Lastly, Spark takes any customer’s complaint very seriously. For this reason, we have submitted Ms. [redacted]’s concerns to the Marketing department in an attempt to obtain a statement from the agent associated with this case as well as take any disciplinary action deemed necessary. We would like to 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, April [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11878424, and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

Good afternoon,No additional information was provided. Please indicate outstanding concerns.Martha [redacted]

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 her account was not
terminated as requested. Due...

to a system issue between Spark and [redacted]
she was not receiving Spark charges and thought her account was cancelled. She
now has a bill that is over $1,000.00.
Investigated
Results:
·        
On 11/12/2013, Ms. [redacted] enrolled in Spark’s
Advantage plan which offers a fixed rate of .49 per therm for 12 months with a
$4.95 monthly fee and a $50.00 early termination fee.
·        
On 11/15/2013, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 12/30/2013, Spark services became active.
·        
On 11/04/2014, Spark generated an invoice for
billing period 09/30-10/30/2014 in the amount of $77.16. However, Spark missed
the billing window for this charge.
·        
On 12/04/2014, Spark generated an invoice for
billing period 10/30-12/01/2014 in the amount of $122.08. However, Spark missed
the billing window for this charge.
·        
On 12/10/2014, Spark proactively contacted Ms.
[redacted] to advise her of the available products to renew her account. While
explaining the new products Ms. [redacted] asked if Spark can call her back at a
later time.
·        
On 12/12/2014, Spark contacted Ms. [redacted] again
as requested but she was feeling ill and could not discuss her service details.
·        
On 01/06/2015, Spark generated an invoice for
billing period 12/01-12/31/2014 in the amount of $374.32. However, Spark missed
the billing window for this charge.
·        
On 02/04/2015, Spark generated an invoice for
billing period 12/31/2014-01/30/2015 in the amount of $775.26. However, Spark
missed the billing window for this charges.
·        
On 03/05/2015, Spark generated an invoice for
billing period 01/30-03/02/2015 in the amount of $1250.05.
·        
On 04/29/2015, Spark contacted Ms. [redacted] in
regards to a billing issue that impacted her account. Spark explained that for
7 months she was not charged supplier services on her bill and her total at the
moment is at $1127.00.However, Spark offered a payment plan for the balance as
well as a 50% reduction in the rate. Ms. [redacted] became upset and stated that she
would not pay the balance since she cancelled her service seven months ago.
Spark confirmed that no cancellation was requested and that a call was made to
advise her of her contract status. Spark offered a total balance reduction to
$874.90 for the seven unbilled months.
o  
Spark submitted a cancellation request on the
account per Ms. [redacted]’s request
·        
On 04/30/2015, the utility company confirmed the
termination date of 05/28/2015.
Outcome:
Spark apologizes for any inconvenience that this may have
caused. Due
to the missed billing windows, the customer did experience reduced invoices;
consequently, she would be responsible once these oversights were corrected.
Unfortunately, the aforementioned consecutive missed billing windows
contributed to the elevated invoices Ms. [redacted] later received. However, Spark
confirms that all charges are correct on Ms. [redacted]’s account. Spark would also
like to confirm that Ms. [redacted] did not request cancellation of her account prior
to 04/29/2015 as she has stated in her complaint.
In efforts to resolve Ms. [redacted]’s concern, Spark agreed to reduce the
total balance to $874.90 from $1127.00. Furthermore, Spark will also grant a
payment arrangement to assist with the elevated balance. Lastly, as a courtesy,
Spark will issue a Dining Dollars booklet which is valued at $500.00. Please let me know if you have any further questions or concerns. Best Regards, [redacted] | Consumer Affairs Specialist

[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 ID [redacted], and find that this re**lution would be satisfactory to me.  
I accept the business re**lution as of the advice to find the answers with [redacted] company, because **me body has to correct this problem. I do not want any body coming after me latter, for payments, I want to be in good terms with every body.Thank you for helping me out. I am **rry for causing you head aches.Regards,  B[redacted]

To Whom This May Concern:
This is Spark Energy's ("Spark") response to Revdex.com Rejection
No[redacted]
MsM[redacted] has again reviewed Spark's previous response to
complaint no[redacted] and has determined that Spark has not re**lved her
complaint
Spark Energy is a third party supplier and only charges for
gas consumption based on the meter readings provided by the utility company
MsM[redacted]'s first invoice on 12/16/contained a pamphlet (Information
Attached) that provided MsM[redacted] with the following key points:
• [redacted] Gas
will still deliver your gas and read your meter
• [redacted]
will no l[redacted]r charge you for gas supplyThis charge is removed from your
[redacted] Gas bill
• Now that
the supply charge won't be on your [redacted] Gas billSpark will send you separate
bill for supply
• Don't
worry; you're not being double billedSpark Energy will always only charge you
for natural gas supply-not delivery
Furthermore, the invoice attached clearly provides the Spark
Energy chargesShould MsM[redacted]have any doubts about her charges, Spark suggests
she contact her utility company for further explanation and confirmation of her
delivery charges
Spark believes that all appropriate and corresponding
documents were provided to MsM[redacted] in the previous response to support
Spark's stance in this matterSpark al** confirmed the verbiage in the TPV
which provided clear expectations to MsM[redacted] in regards to the Spark gas
servicesAs mentioned before, Spark has no control over [redacted]'s charges and it
is strictly determined by the utility company
At this time, Spark feels that the customer's concern has
been addressed with proper documentation and is requesting that the complaint
be closed as "administratively closed."
Please let me know if you have any further questions
Best regards,
Martha L[redacted] | Consumer Affairs
Supervi**r
CityWest Blvd, Ste | Houston, TX
[redacted]@sparkenergy.com |
http://www.sparkenergy.com

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Thank you for your response. I understand that the cancellation date is up to the utility and have agreed to pay for the natural gas used during the time of the original cancellation date which failed to be processed by spark energy properly to current date. However I have been charged a monthly service fee each month of $21 or $22 dollars that I wish to have refunded. This fee should not be my financial responsibility for the time of 2 billing cycles after my original request to cancel service to current date.

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Complaint
No. 10593368
Thank you for bringing [redacted]’ concern to our attention
and for allowing us to address it.
**. [redacted] filed a complaint because she feels that Spark
took advantage of her grandmother at...

the time of enrollment. She states that
they did not explain the program in its entirety and now she is paying two
accounts for gas. As a result, her grandmother has been placed in collections.
Investigated
Results:
·        
On 10/07/2014, allegedly **. [redacted] authorized
the switch to Spark with [redacted]; an agent associated with the third
party vendor, Immerge. **. [redacted] enrolled in Spark’s Blue plan which offers a
rate of .75 per therm for 12 months with a $4.95 monthly fee and a $100.00
early termination fee. The TPV is attached for your review.
·        
On 10/10/2014, Spark issued the Welcome Letter.
(Letter Attached)
·        
On 11/12/2014, Spark services became active.
·        
On 12/22/2014, Spark generated an invoice for
billing period 11/12-12/12/2014 in the amount of $64.20. (Invoice Attached)
·        
On 01/14/2015, Spark issued a Disconnect Notice
with an expiration date of 1/29/2015. (Notice Attached)
·        
On 01/23/2015, Spark received an email from [redacted] (Granddaughter) stating that **. [redacted] was misled. Spark responded and
explained the service as well as offered to waive the early termination fee of
$100.00 in efforts to appease the customer. Spark also advised that a
cancellation request was submitted but that the customer would be responsible
for all usage charges on the account.
·        
On 01/28/2015, the utility confirmed the
termination date of 02/12/2015.
·        
On 03/06/2015, Spark placed **. [redacted]’ account
in [redacted] collections agency.
·        
On 04/07/2015, **. [redacted] called in to inquire
about the account. She thought that the Spark balance would be transferred to
the utility company and that she would pay them. Spark offered to retract the
balance from [redacted] and process a re-rate for her as a courtesy.
o  
Further research concluded that a re-rate would
result in a higher supply charge for **. [redacted]. No adjustment was made at this
time.
Outcome:
Spark apologizes for any inconvenience that this may have
caused. After further review, Spark has determined that **. [redacted] did not
authorize the switch to Spark but instead the enrollment was authorized by the
sales agent, [redacted]. Spark has
initiated further investigation and has submitted this information to the third
party vendor and will obtain a statement. We would like to confirm that this is
not how we train our representatives nor do we condone this type of behavior.
Spark sincerely apologizes for any inconvenience this may have caused and would
like to ensure that we are continuously reinforcing our training and sales
guidelines with all of our sales vendors on how to properly inform potential
customers of our products and services.
Since **. [redacted]
experienced savings in the time she was active with Spark, no adjustments are
warranted at this time. However, Spark has agreed to make payment arrangements
with **. [redacted] until the remaining balance on the account is satisfied.
Please let me know
if you have any further questions or concerns.Best Regards,[redacted] | Consumer Affairs Specialist

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to the Revdex.com Complaint #[redacted].
Thank you for bringing Mary [redacted]’s concern to our attention and for allowing us to address it.
Mary [redacted] has filed a complaint because she states she was misled by the sales person...

in that if she enrolled, the service would stay the same and without any changes. The customer is requesting to have the Early Termination Fee (ETF) removed from her Spark account.
Investigative Results:
·         On 6/21/16, an enrollment was initiated through a third party vendor, [redacted], by Trish [redacted]. The account was enrolled in a Blue 12 plan. This plan offers a 12 month fixed rate at 39.9 cents per therm with a $4.95 Monthly Service Fee (MSF) and an ETF of $50.00. (TPV Attached)
·         On 6/23/16, Spark generated and mailed the Welcome Letter to the customer. (Letter Attached)
·         On 8/23/16, Spark received an incoming transaction from the utility with a termination date of 10/3/16.
·         On 9/30/16, the customer called Spark and was informed that a $50.00 ETF applied due to the account closing before completing the 12 month agreement.
·         On 10/1/16, Spark received Revdex.com Complaint #[redacted].
Outcome:
Spark would like to apologize for any inconvenience that the customer may have experienced. After careful review of the TPV, we were able to identify that Trish [redacted] (Spouse) enrolled the service, deeming this enrollment as valid. Ms. [redacted] agreed to and acknowledged the statements below:
 
Are you over the age of 18?
 
By providing your Gas today, do you agree to authorize Spark Energy to confirm your usage history with [redacted] for enrollment purposes?
 
You are enrolling in the 12-month, Blue 12 fixed-rate plan, and will be charged 39.9 cents per therm. On your [redacted] Gas bill, Spark Energy will be noted as your natural gas supplier, along with a monthly fee of $4.95. The change will become effective with the date [redacted] switches your account, and will continue in place for 12 months. If you take no further action following the 12 month term, your plan will continue at a month-to-month variable rate. Do you understand?
 
The verifier clearly mentions Spark throughout the verification process. To clarify, only a gas account was enrolled with Spark. As it stands, the account has terminated with Spark as of 10/3/16. Per the Penalties, Fees and Exceptions section in the Welcome Letter:
 
“You will not be charged an early termination fee if you cancel this agreement within 10 business days after the date of the first bill issued for Spark Energy’s products or services.”
 
A cancellation was requested prior to the first invoice being generated on 9/5/16; therefore, Spark will waive the ETF from the account.
 
Lastly, Spark has submitted Ms. Mary [redacted]g’s complaint to the Marketing department and will obtain a statement from the agent associated with this case as well as take any disciplinary action deemed necessary. We would like to 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,
Luis [redacted]