Spark Energy, L.P.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
Hello,Thank you for the respondI still have yet received a call from your the manager and I probably won't and don't want to anywaysI called last Wednesday 2/18/and today is 2/27/How can you not have a manager on hand to speak to your customer? I disagree with the respond from Spark Energy representative, H***I called to cancelled the day I signed up 11/22/because I was suspicious of the serviceI confirmed it with ***, a representative on 2/3/She told me that when I called to cancel the day of 11/22/I was too new and wasn't in the system yet so they couldn't cancelAccording to her, the next day they tried to cancel they couldn't reach SDGE?! Then when they called again the next day(I don't know the exact date because she didn't tell me) to cancel with SDGE, they gave *** the wrong info/meter number?! which sparks more delays12/4/was NOT the the first time I tried to cancelledI must have called and wrote to cancelled at least times after I signed up with your agent on 11/22/who tricked me into thinking that I will get a $in credit and *** has changed to Spark EnergyYou have not addressed the $in credit and why did you lie about SDGE? Therefore, I did not cancel my service outside of the rescission period of daysIt was more like the DAY ofYou should have taken care of this cancellation the first day I signed up so none of this would have happenedDid you address why your agent told me to stop bothering him after I told him I want to cancel? Your agents was not very polite and had made so many mistakes and somehow I suffer by payingMistake 1: Misrepresented your company and tell customers wrong informationMistake 2: Couldn't reach *** (really?) Mistake 3: Gave *** the wrong meter numberMistake Didn't even know that I called the day off and times after that before 12/4/Mistake 5: Everytime I called your agent seems to tell me something differentDon't you have everything written down or recorded? For example, I called in again on 2/25/and the agent told me I owe an extra $2? Why does it take 2-billing cycle to waive the $termination fee even after I had called to cancel and got a confirmation#? I don't have time to argue with you and the amount isn't even worth for me to stress overI just don't want my name to be on the collection agency that is why I am paying you $and another $beforeYou made so many mistakes as an energy companyI noticed you have more than complaints on the Revdex.com and most of them are the exact same complaintAs a big company that would be a big red flag to try to correct your mistakesI am not satisfy with your respond and don't agree with your service agreement nor your recorded messages Somehow you only recorded what you want to record and don't recognize any of my cancellation callsI don't have time to "make up" thingsTake the money and my name off your companyThank you

From: Hector P*** [mailto:***] Sent: Monday, April 13, 2:PM To: drteam Cc: *** *** Subject: Revdex.com Complaint No*** To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection *** *** *** has rejected Spark’s response because she feels that her complaint was not resolvedShe states that she received a disconnection notice for $and then received her bill for $that was due on 04/04/She thought that the new bill meant that her issue was corrected and she disregarded the disconnection noticeHer services were disconnected due to non-payment so she contacted SparkShe ended up paying $to have her services back on but would like her calls with the CSR’s reviewed because she feels that they are rudeOutcome: Spark contacted *** *** on 04/13/to discuss the complaint outcomeIn efforts to resolve the customer’s concern, Spark has agreed to issue a $gift card as well as waive the disconnection fee from the account*** *** was satisfied with the offer and had no further questions at this timeSpark advised that the gift card should take up to two weeks for her to receive itPlease let me know if you have any further questions or concerns Best Regards, Hector P*** | Consumer Affairs Specialist CityWest Blvd, Ste | Houston, TX Tel: 832-333-*** | http://www.sparkenergy.com 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

This is Spark Energy's ("Spark") response to Revdex.com Complaint No***Spark
apologizes for any inconvenience that this may have caused but believes that
*** *** was charged correctly per the terms agreed uponFurthermore, Spark
issued a Welcome Letter on 10/15/providing the terms of service and
details for *** *** to review
Mr
*** account will be terminated on 2/12/as determined by the utility
company and he will be responsible for all charges and fees on the accountSpark believes that an adjustment is not warranted at this time. Best Regards, *** *** * *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
3rd request Please close the complaint as unresolved Spark Energy refuses to make any accommodations and is unable to provide proof that the letter or email were received They say they mailed it, I never received it It is essentially their word against mine We can agree to disagree The business scammed me out of a little more than $by price gouging me when my contract expired I am pursuing remedies available to me with the *** *** *** The Revdex.com has been helpful in facilitating correspondence between me and Spark Energy
Regards,

Revdex.com:
This letter is to inform you that Spark Energy, L.Phas carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/9/11:39:PM and assigned ID ***
Regards,

To Whom This May Concern:
This is Spark Energy’s *** *** ** *** *** *** ***
Thank you for bringing *** Pascall’s concern to our attention and for allowing us to address it
*** Pascall has filed a complaint because the customer states that someone used his information
without his authorization and signed the account up for gas supply
Spark would like to apologize for any inconvenience that the customer may have experiencedAfter careful review of the TPV we have deemed it as invalidPlease be advised that the neither the gas or electric account became active nor will they switch from the utility
Additionally, Spark takes complaints of this nature very seriouslyIn an effort to resolve the customer’s concerns, we have submitted *** Pascall’s complaint to the Marketing department in an attempt to obtain a statement from the gent associated with this case as well as take any disciplinary action deemed necessaryWe 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 ***

Spark has received the rejectionHowever, there is no reason or any additional information includedPlease provide additional questions or concerns so that we may address them.Regards,Martha L***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
To Whom It May Concern:I was told to wait business days before following up with the Dispute Resolution TeamAs of last Friday (April 10th) the business day window has expired and I have yet to receive said $gift card promised to me by Spark EnergyI feel this is yet another example of their poor business practices and their lack of customer service/care. I would like this matter reopened again in the hopes that this issue will be resolved. Thank you again for your time and attention to this matter!All the best,*** ***

Sent: Monday, April 06, 11:AM To: drteam Subject: Revdex.com Case ID: *** To Whom This May Concern: Thank you for allowing us to address Mr***’s additional concernsMr*** states that Spark is targeting minorities and low income familiesMr*** also continues to state that was told he would save 20% on his billsHe has also requested for Spark to adjust the rate per therm that he was chargedSpark Energy apologizes for any misunderstanding that may have occurred but believes that all essential information was provided in the TPVPlease note that at no time during the TPV is there any mention of a 20% savingsTo reiterate on Spark’s previous response, Mr*** agreed to a fixed rate of cents/therm with a $monthly fee and a $early termination feeSpark Energy has already agreed to waive the etfMr***’s account was billed accordingly; the customer is responsible for charges as billed by Spark EnergyAt this time no adjustments are warranted We’d like to assure Mr*** that Spark Energy is definitely not a scam nor do we target minorities or low income familiesWe’re an electricity and natural gas provider that’s been in business for more than a decade and serve hundreds of thousands of customers from coast to coastSpark Energy makes every effort possible to ensure that all sales representatives that visit prospective customers are conducting themselves in a professional and truthful mannerWe have communicated the customer’s complaint to our sales group to ensure that all representatives are presenting Spark Energy’s service correctlyPlease let me know if you have any further questions or concernsBest Regards, Martha L*** | Consumer Affairs Supervisor CityWest Blvd, Ste | Houston, TX Tel: 832-333-

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No***Ms*** feels that Spark has not resolved her concern in regards to her billingShe was under the impression that her account had been cancelled since she was not receiving any charges from SparkSpark apologizes for the delay in responseOn 6/09/2015, Ms*** contacted Spark to set up payment arrangements on the outstanding balanceAttached are the payment arrangements that have been set up on the accountOn 07/01/2015, Spark applied a payment made by Ms*** of $onto the accountThe balance on the account at this time is $Again, Spark apologizes for any inconvenience Ms*** may have experiencedPlease let me know if you have any further questions or concernsBest regards,

Sent: Thursday, July 09, 10:AM Subject: Response to Revdex.com Case # *** To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No***Mr*** feels that Spark has not resolved his issue since his account was not cancelled as requestedSpark apologizes for the delay in responseSpark has confirmed that the cancellation was not submitted as requested, which is why Spark agreed to process a re-rate on the accountOn 06/15/2015, Spark applied an adjustment of $onto Mr***’s account We’d like to confirm that Mr***’s account terminated with Spark on 06/10/Mr*** has a zero balance on the accountPlease let me know if you have any further questions or concernsBest regards,

To Whom This May Concern:
This is Spark Energy’s response to Revdex.com Complaint No***
Thank you for bringing *** ***’s concern to our
attention and for allowing us to address it
*** *** has filed a complaint because when he signed
up for Spark Energy he was told he would
no longer be a customer of the Gas
Company*** *** became upset when he found out that he received two (2)
invoices in the month of OctoberWhen he contacted the Gas Company, he was
informed that Spark Energy is a third party supplier*** *** also states
that when he contacted Spark Energy to cancel his supply services, he was told
that he would have to pay a $early termination fee*** *** felt that
he was misled and that he should not be responsible for any fees
Investigated Results:
On 08/15/2014, *** ***
authorized the switch to Spark Energy with *** ***; an agent who is
with the third party vendor, EMS*** *** signed up for Spark Energy’s
Carbon Neutral plan which offers a fixed rate of cents per therm for
months with a $monthly fee and a $early termination feeThe TPV
is attached for your review
On 10/15/2014, Spark
Energy generated *** ***’s first invoice for billing period
9/12-10/10/in the amount of $
On 10/22/2014, *** ***
contacted Spark Energy to cancel his supply services because he did not
agree to receive two different invoicesThe Spark Energy representative
explained that there is a $early termination fee based on his contract
agreement*** *** stated that he would file a complaintSpark Energy
submitted the cancellation request on this day
On 10/23/2014, Spark
Energy received a response from the utility company which confirmed the
termination date of 11/10/
Outcome:
Spark Energy apologizes for any misunderstanding that may
have occurred but believes that all vital information was provided when *** *** completed the TPVPlease note that the verifier in the TPV
specifically states the following:
“You will be on the dual billing program and will receive
one bill from *** for gas transportation services and another bill from Spark
Energy for the gas commodity charges“
Furthermore, the verifier also explains that if the account
is canceled outside the rescission period (business days after receipt of the
Terms of Service), he will be charged an early termination fee of $The
verifier asked *** *** if he understood his right to cancel to which he
answered “yes”.
Lastly, the verifier states:
“By choosing Spark Energy as your supplier, you will remain
a customer of *** for delivery services and *** will still read your meter,
bill you and should be contacted in case of an emergency“
Based on the information provided, *** *** will be
responsible for all charges accrued from his effective date of 9/12/to his
termination date of 11/10/2014; however, Spark has agreed to waive the early
termination fee of $
Should you need anything else please let me know. Best Regards, *** *** | Office of the President***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 read spark energies response and disagree with their responseI would like to know where the accountability is for my request to cancel serviceIf it takes or billing cycles, that's fineWhy should I be forced to pay for service beyond they're or billing cycle cancellation process because of their incompetence? As far as the last phone call is concernedI would like to see what kind of technology they have that shows who hung up on who When Juana placed me on hold, my phone had a series of beeps and when I looked at the screen, the phone said "call ended" I didn't end the call and would like to be reimbursed for the service fees I have paid since my cancellation requestI will accept a reimbursement for fees paid from the date I initially called to cancel service to current date minus billing cycles for spark energies cancellation processI am not trying to be given money back from any of the gas used during this time just the monthly service fee I am charged from spark energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
> Spark Energy was not approved to be a providerAnyone can state anything, I need a signature proof from Spark Energy to backup their claim of approvalIf no phyiscal proof can be generated with theiur claim of clients signature, it will not hoin court as a he-said / she-said> Spark Energy, needs to fix the charge for the old residency *** ** ***, *** *** address as no usage is being utilized and the rediculous high charge for a vacant house> Spark Energy is nowhere ever invited nor approved for ANY property we owe, they are Band!

Revdex.com:
On 10-11-i made a complaint against spark energy to resolve and disconnect my services from them because they were billing me twice and reinstated services without my permission and I was told my final bill would be about and I will no longer have services with them as of 11-06-but I have recieved to bills since then on 11-16-& 11-25-I have over n over talked to I was blue in the face I need this resolvedTranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:Billing adjustments corrections to credit report no further contact from business no services wanted from this business and investigation in this business

Sent: Wednesday, March 25, 5:PM To: drteam Subject: Revdex.com Case ID: *** Good afternoon, Spark Energy received an email in regards to the customer not being fully satisfied with our original responseUnfortunately, Mr*** did not provide additional information or concerns to addressSpark Energy is more than happy to address any additional concern that he may have. Please be so kind as to forward any additional informationBest regards, Martha L*** | Consumer Affairs Supervisor *** *** *** *** *** * *** ** *** *** *** *** * *** Connect with Spark Energy

To Whom This
May Concern:
This is Spark
Energy’s response to Revdex.com Complaint No***
Thank you for
bringing *** ***’s concern to our attention and for allowing us to address it
*** *** has
filed a complaint because his account was not cancelled per his requestHe
enrolled on
10/01/but he contacted Spark Energy the same day to cancel the
enrollment and was given confirmation number ***He then received a
letter from ***l stating that they have received a request from Spark Energy
to become his new gas supplierAs a result, he contacted Spark Energy again on
11/19/to confirm his initial cancellation request and he was told that the
first request was not processed correctly but that a 2nd request
would be submittedSpark Energy provided him with a second confirmation number
*** and advised him to call back if he receives an invoice with Spark Energy charges*** ***
received an invoice for $so he contacted Spark Energy to inquire about
the bill and he was able to speak to a supervisor*** *** was told that since
he consumed gas through Spark Energy that he is responsible for the supply
charges*** *** believes that he should not have to pay anything since Spark
Energy did not process the cancellation correctly
Investigated
Results:
On 10/01/2014, *** *** called to cancel the Spark
Energy enrollmentThe representative advised him that his account number
(***) would be entered into the rescind queue to prevent the
enrollment from processing*** *** was given confirmation number
***
On 11/19/2014, *** *** called to confirm the
cancellation of the account*** *** was advised that they were not able
to find the initial cancellation request but that they will submit a
second requestSpark Energy provided *** *** with confirmation number
*** and advised that it could take 1-billing cycles to cancel the
servicesSpark Energy also advised him that if they receive an invoice,
to call back and a re-rate would be processed for them
On 11/20/2014, Spark Energy received a response from
the utility company that confirmed the termination date of 12/16/
On 12/22/2014, *** *** contacted Spark Energy and
spoke to a supervisorThe supervisor advised *** *** to fax in a copy of
his bill to indicate that he was paying cents per therm prior to
enrolling in Spark EnergyThe supervisor told *** *** that he would
follow up with him once he receives the faxed invoice
Outcome:
Spark Energy
apologizes for any inconvenience that this may have causedWhen Spark Energy
initially entered *** ***’s account number into the rescind queue, the account
number that was provided and entered was ***However, the Gas Company
only utilizes the first ten (10) digits of the account number for enrollment
purposesAs a result, the enrollment still went through due to the rescind
queue containing an 11th digitIn efforts to resolve *** ***’s
concern, Spark Energy will re-rate *** *** for billing period
11/14-12/16/This will result in a $credit applied to the current
balance of $which will leave a final balance of $
Please let me
know if you have any further questions. Best Regards,Hector P*** | Office of the President***

To Whom This
May Concern:
This is Spark
Energy’s response to Revdex.com Case No***
Thank you for
bringing *** *** *** concern to our attention and for allowing us to
address it
*** *** *** has filed a complaint because when *** signed up for Spark Energy
*** was
told it would be cheaper*** bill was hig*** than before and now *** has to
pay two (2) invoices*** also states that it took *** several months to
realize the dual billing because *** did not receive a bill from Spark
Energy. *** *** paid the amount due on the account and now *** received
a second invoice stating that *** is three (3) months late*** *** can’t
figure out how to cancel *** supply services with Spark Energy*** has since
switched away to anot*** supplier
Investigated
Results:
On ***2014, *** *** authorized the switch to Spark
Energy with *** ***; an agent who is involved with the third party
vendor, *** *** enrolled in *** *** *** Neutral plan which
offers a fixed rate of $for months with no monthly fee and no
early termination feeThe TPV is attached for your reviewOn ***2014, Spark Energy issued *** *** first
invoice for billing period **/**-***/in the amount of $34.99.On ***2014, Spark Energy issued a 2nd invoice for
billing period ***-***in the amount of $The total balance
at this time was $69.98.On ***/2014, *** *** called in to make a payment due
to a collections call that *** received from Spark Energy*** *** made a
payment of $69.98, which brought the balance to $0.On ***2014, Spark Energy issued an invoice for
billing period **/09-**/06-in the amount of $
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
Furt***more, the verifier in the TPV specifically states the following:
“You will be on the dual billing program and
will receive on bill from *** for *** *** services and anot*** bill
from Spark Energy for the gas commodity charges.”
At this time,
*** *** has an active account with Spark Energy as no switch request has been
receivedPer the complaint, Spark Energy has submitted a cancellation request
to the utility company on ***/and will wait for a response to determine
the termination date
Please let me
know if you have any furt*** questionsBest regards,
*** *** * *** ** *** ***
*** *** *** *** *** * *** ** ***
Tel: ###-###-####
*** * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
My primary reason for rejecting *** ***'s response is because the introductory letter submitted, which includes a copy of the contract, does not specify the length of the introductory periodI have closely re-reviewed the contract and any communications received from *** ***, and I received no notification of the exact length of the introductory period when I signed up for service, not from Choose Energy when I registered for service nor from *** *** within the contract or as an addendum to the contractUpon reviewing my past *** bills, I received the introductory rate for the first three months of service before being switched without warning or notification to the much higher variable rateThe only way to resolve this claim would be for *** to honor the introductory rate for the entirety of the term of service provided, since the precise length of the introductory rate was never included in its verbiage or in any subsequent communications
Regards,
*** ***

To
Whom This May Concern:
This
is Spark Energy’s response to Revdex.com Rebuttal No***
Angelina
*** has reviewed Spark Energy’s initial response to Revdex.com Complaint No***
and has determined that the proposed action would not resolve her concerns.
She states that since was deceived by Spark Energy’s call center agents and that
she was led to believe that she would only pay $per monthFinally, Ms
***, states that she has been in contact with *** and they have
confirmed that no cancellation was submitted when originally requested
Outcome:
Spark
Energy would once again like to apologize for any inconvenience Mrs***
may have experiencedSpark Energy takes these types of complaints very
seriously and investigates fully any allegations of misconductAfter further
review, we have confirmed that Mrs*** did in fact request to cancel her
enrollmentUnfortunately, due to an administrative error the cancellation
request was not submitted to Mrs***’s local utility company
We
have communicated the customer’s complaint to our management team to ensure
that every representative is processing all orders correctly and in a timely
mannerWe would also like to report that this incident is under review so that
the appropriate action can be assessed to the sales agent responsible
We’d
like to also address Mrs***’s concern in regards to the $monthly
chargeAt no time during the verification process did the verifier mention the
amount of $per month. The TPV
previously provided confirms that Mrs*** understood the terms she was
agreeing to
To
recap on our previous response, Spark will re-rate the customer for the months
that she did not save with Spark Energy
Spark Energy apologizes for any
misunderstanding that may have occurredPlease do not hesitate to contact me
if you should have any further questions or concerns regarding this matter.Regards,Martha L*** | Consumer Affairs