Spark Energy, L.P.

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Case # ***
Thank you for bringing *** *** concern to our attention and for allowing us to address it
*** *** has filed a complaint because she states that someone went to her door and said they could lower
her utility bill and she decided to try it on the condition she could cancel at any time. She states it didn’t work for her and requested to cancel but is being charged $She is requesting to be cancelled without being charged the fee
Spark would like to apologize for any inconvenience that the customer may have experiencedAs soon as we received the complaint, a cancellation request was submitted on the accountWe would like to confirm that this is not how we train our sales agents nor do we condone that type of behaviorThe complaint has been forwarded to Spark’s marketing department so that they may further investigate the customer’s complaint
As it stands, the account will be terminating with Spark on 7/19/and to confirm, the *** will be waived from the accountSpark understands that Ms*** is on a fixed income and as an act of good faith; Spark will be processing a cost analysis on the account from the time it became active, 2/16/17, up until it terminates on 7/19/If a credit is deemed as due, it will be applied to the billing balance and any remaining credit will be refunded to the customer
Please let me know if you have any further questions or concerns
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 Spark Energy may have kept a detailed record of the dates that they have spoken to me, but they have not addressed my concerns except to say that they are not responsible. I have still yet to receive any documentation of the $charge that was rejected by the local *** company at no fault of my own. They just keep saying it is for delivery with no detail provided. Additionally they say they fully communicate that they offer low introductory rates and then send a notification letter that I never received. Their variable rate that they switch you to has rates way above fair market rates and in my opinion that is their intent. To draw you in with a good up front price and huge cancellation fees and then wager on the fact that people will either miss the renewal mail or overlook it allowing them to reap huge profits. In addition they have not addressed their door to door hard sell tactics
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
[They (Spark Energy) approached my elder parents by knocking at their door and telling them, they would be paying much lessThat wasn't the caseTheir gas bill was the same amount as usual and then spark energy was billing them another amount of equal or moreHow were my elder parents saving money? They only ended up getting another bill for the service they have had for more than yearsThat doesn't make senseThe resolution is for Spark Energy to cancel and stop harrassing rude calls to my elder parents because they do not want Spark Energy's service.]
Regards,
*** ** ***

[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 ***, and find that this resolution would be satisfactory to me. I do wan to emphasize that me as the account holder could not object because I was not physically present in my home when the enrollment attempt was maceYes, *** *** is a household member, but the *** bill that the Spark employee wrote on clearly has my name as the account holderAs a form of respect, they should actually make attempts to get authorization from the actual account holders*** *** informed me later in the evening that *** came by to upgrade the services (that occur every year)Clearly, there was something unclear on the part of Spark Energy's representation of themselves and out of courtesy, they should consider trying to reach persons who are actual account holdersIt is truly disrespectful the actions that occurredI am satisfied with the outcome because I never consented to enroll in Spark Energy the first placeI consider the situation resolved

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 Spark energy company provided dates that they called our home and that they mailed us lettersI have proof from my phone company that there was no phone call to our home from SparkI can not prove that there was no mail without trying to go through the post office somehow but I assure you we did not get any lettersEither way, the generation and transmission charge is different than the distribution charge and the rate given to us The generation and transmission charge was on no letters not even our first staletterIt is a charge that we were never told we would be charged and just a rip-off charge that is not based on our rate and usage, just an extra charge that is not described anywhere on Spark's website or any paperwork or ANYWHERE from themSo even if our distribution rate changed because we were no longer in contract, the generation and transmission charge rate is not in any legal paperworkThe gift card they said they offered was only if I would continue service with them which is just more manipulation on their part I read all available reviews for Spark before signing up with them and saw positive reviewsNow all I can find are negative reviews on their Facebook page, Spark website and any page with info on energy providersSpark is not even on the chooseenergy webpage as an option for Peco customers any longer, likely due to this kind of customer manipulationWe went from a bill of $to over $for monthThey can either charge us the original generation and transmission charge and give back the difference for the last months or at minimum they can give a gift card no strings attached
Regards,
*** and *** ***

[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 ***, and find that this resolution is about as good a result as I am going to get from the company
Addendum:While I appreciate the response from Spark Energy representative's I must express my doubts that anything will change as a resultI have read many complaints similar to my ownThis leads me to believe that: A) Upper management at Spark Energy does not realise what is happening on the street level (which is doubtful considering that it has been going on for so long), or B) that they condone these practices and allow them to continue as long as there are no legal repercussionsThis is further supported by the fact that I experienced similar (but less severe) encounters with Spark Energy salespeople last yearHowever, as a consumer without much legal ground to stand on I guess I do not have much choice other than to accept the company representative's lip service

Sent: Tuesday, May 19, 8:AM To: drteam Subject: Revdex.com Case No*** To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No*** Ms*** believes that Spark’s initial response did not resolve her complaintShe does recall Spark contacting her about renewing her account but blew off the call due to her previous cancellation requestFurthermore, she was not receiving Spark charges which led her to believe that her cancellation request was been processedShe feels that this is Spark’s mistake and that she should not be held responsibleOutcome: Spark understands that the elevated invoices are unexpected since there were missing Spark charges on the invoicesHowever, due to this oversight, Spark has agreed to reduce Ms***’s total balance from $to $as well as offer payment arrangements to satisfy the balanceSpark believes that this is a significant reduction due to the billing errorsSpark will happily consider further options should Ms*** provide proof of her cancellation request prior to 04/29/At this time, Spark believes that any further adjustments are not warranted at this time Please let me know if you have any further questions or concerns Best regards, 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

Sent: Friday, September 11, 8:AM *** *** ***Subject: Revdex.com Complaint No*** To Whom It May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No*** Outcome: Spark apologizes for any confusion regarding this matterHowever, Spark’s records indicate that Ms***’s account was acquired through *** ***Should Ms*** have any questions regarding the enrollment process Spark suggests she contact her utility company for further informationAs it relates to Ms***’s online account, Spark has not yet established the option for Connecticut customers to create an online profileThis would explain her issue in her attempt to access/create her online account through Spark’s websiteLastly, Spark would like to confirm that a credit of $was applied to Ms***’s account and she should expect to see the adjustment within 1-billing cyclesPlease let me know if you have any further questions or concerns Best Regards, Hector *** | Consumer Affairs Specialist CityWest Blvd, Ste | Houston, TX Tel: 832-333-***Connect with Spark Energy** * ***

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 2/6/and assigned ID ***
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
Ms L*** wrote:First and foremost, Spark Energy takes these types of complaints very seriously and investigates fully any allegations of misconduct. The selling tactics that were described are not in line to Spark Energy’s standard business practicesAll third party vendors that Spark Energy utilizes are provided with scripting that has been approved by Spark’s Marketing and Legal teamsAll agents are required to adhere to the sales scripting that is provided as one of many requirements in Spark Energy’s Code of Conduct for Third Party sales agents. Please do not insult my intelligent with such blatant lies To lie to me in this manner is ti suggest that I am stupid and gullible enough to believe what an obvious crook tells me, when it is in direct contradiction to the evidence that I can clearly see I find this deeply offensive. If you really took these kind of complaints seriously, then why does any web search bring up large numbers of the same abuses taking place over and over and over again? I flat-out do not believe that your company has so little control over its representatives as to not be able to bring such abusive behavior under much better control That these abuses continue to happen so prolifically, with so many complaints being made about them, and acknowledge by your company, puts the lie to any claim that your company has any interest at all in mitigating these problems. If your company took this issue seriously, then it would do something about it beyond simply posting empty responses such as yours

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Rejection Complaint
No***
Thank you for bringing *** ***’s additional concern to our
attention and for allowing us to address it
Ms
*** feels that Spark has not resolved her issue since her account was not
cancelled as requestedShe states that Spark reinstated her service without
her permission and told her the final bill would be $with a termination
date of 11/6/
To
reiterate on Spark’s previous response, Ms*** contacted Spark on 06/01/
to state that she is not paying the bill and for Spark not to send out another
bill to herSpark advised Ms*** that she was still being billed because
her initial Spark account was cancelled on 2/10/but a new account became
active for the address *** * *** ** and later cancelled on 6/11/Ms
*** was made aware that the balance was due immediatelyShe did attempt to
set up a payment plan of $per month; however Spark did not honor that
request
On
10/19/2015, Ms*** was contacted by Spark and was advised that the account
had been reviewed and the balance on the account was reflecting $The
balance of $covered the billing cycle of 11/2014-9/Due to a Spark
billing issue Ms*** was not billed during those monthsMs*** was
also advised that once the account cancels on 11/9/2015, Spark would do a cost
analysis to compare the utility rate against Spark and issue a refund check if
an adjustment is warrantedMs*** understoodSpark also agreed to waive
the $ETF as a courtesy
Spark
would like to apologize for any inconvenience that the customer may have
experiencedTo reconfirm Ms*** was made aware that the service with Spark
had to first terminate before a cost analysis could be performedAs it stands,
Spark’s service has terminated and the cost analysis has been completed by
Spark’s billing department and a credit of $has been applied to the
current bill of $making the remaining balance $
Please
let me know if you have any further questions or concerns
Best regards,
April L*** | Consumer Affairs Specialist
*** *** *** *** *** * *** ** ***
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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
Apparently, the meter was switched back to PG & E on 2/11/16. However, I have continued to be charged for service by Spark Energy. I just checked my ** * * bill dated 4/11/16, and Spark Energy is still listed as my gas service provider. I will consider this complaint resolved when Spark Energy is no longer listed as my service provider. I would also like them to refund the charges for 2/11--4/of 2016, since they have not been providing me any service other than billing me
Regards,*** ***

Sent: Friday, April 17, 2:PM To: drteam Subject: Complaint No*** To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No*** Thank you for bringing *** *** concern to our attention and for allowing us to address itMs***
filed a complaint because she was not aware that she was enrolled by sparkShe thought she was taking a survey and realized that she started getting Spark service chargesLastly, she called Spark in January to cancel her services but is still receiving charges from themInvestigated Results: On 11/28/2014, *** *** authorized the switch to Spark with *** ***; an agent associated with the third party vendor ImmergeMs*** enrolled in Spark’s Blue plan which offers a fixed rate of per therm for months with a $monthly fee and a $early termination feeThe TPV is attached for your reviewOn 12/01/2014, Spark issued the Welcome Letter(Letter Attached)On 12/26/2014, Spark services became activeOn 02/18/2015, Ms*** called to cancel her service with Spark. Spark advised Ms*** that she did indeed enroll in gas supply servicesAs a courtesy, the early termination fee of $was waivedUnfortunately, the agent failed to submit the termination requestOn 03/18/2015, the utility company confirmed the termination date of 03/27/2015.On 04/07/2015, Ms*** called in to inquire about her account since she called in February to cancel the serviceSpark confirmed the termination date of 03/27/and assured Ms*** that her early termination fee will be waived Outcome: Spark apologizes for any inconvenience that this may have caused but believes that the TPV completed by Ms*** on 04/16/validates the enrollmentThe verifier in the TPV specifically asks Ms*** if she is authorized to make the switch to Spark as well as explained the dual billing program that she would be enrolled underAdditionally, Spark issued a Welcome Letter on 12/01/which confirmed Ms*** enrollment in Spark servicesAs a courtesy, Spark agreed to waive the early termination fee of $However, Ms*** will be responsible for all usage charges on the account. Spark would like to confirm that Ms*** account was terminated on 03/27/as determined by the utility company Best Regards, *** *** * *** *** *** CityWest Blvd, Ste | Houston, TX *** *** *** | http://www.sparkenergy.com Connect with 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
I was not satisfied with how the representative presented themselves, I still feel that it was shady businessI have no further comments on this issue and my complaint with the Revdex.com will remainThank you for canceling my service, but I will not cancel my complaintRegardless of what I signed, I will not submit to resolving my complaintIt's shady business and it is well known to be soYour statements were signed under pretenses and that is wrong.
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 First and foremost from the start I believe Spark Energy has inadequately handled this matterIn signing up for this program I was suppose to receive some kind of savings on lowered natural gas usageAfter receiving a call from Spark Energy at the begining of this one who informed me I owe $for a few months of unbilled servicesOnce I looked at the breakdown of the charges I can't see the savings and therefore the entire purpose of this program. In addition, I have been inconvenienced due to their flawed billing system or delayed billing practicesThe inconvenience comes because I now how to redevelop another monthly budget to include additional money to pay off an outstanding and past due balanceMind you this balance is hanging over my head and I have to make sacrifices to care for the balanceThe sole reason to enroll in this program again was to save on my utility payment and not double up on itOverall, all I wanted was a compassionate apologyInstead, I was told that I accumulated the usage, my bill was correct and I was responsible for the chargesNot once did I ever dispute any of this. At any rate, I also believed that I should be compensated with some settlement on the balance since I'm the consumer and was inconvenienced. However, all I received was a superficial apology which they are supposed to give me anyway.Next, in terms of the payment arrangement mentioned in the response to the Revdex.comI never denied or declined itThe recording of the call will prove that the statement they made in the email isn't true. As far as the $diners card I haven't received thatIn fact, about a week ago a representative from Spark Energy called and offered me a $diners card for their inconvenience( check the recording this will validate my above statement) Lastly, two days *** from Spark Energy called me regarding my accountHe wasn't available when I called and no one from his department was available to take my call(This was during business hours) When I inquired about the nature of ***'s call I was informed that *** wanted to speak to me regarding an "adjusted rate"At this point I asked for more details but was informed that none could be given at that timeInstead my information was taken, two days has passed and neither *** nor anyone from his department has returned my call.In conclusion, as you can see even after the initial email I sent to the Revdex.com there still remains flaws, and inconsistencies with this companyIn addition, inaccurate information was relayed in their email response to the Revdex.comNow I find this to be unacceptedable and disrespectful.Consequently, this displays the lack of compassion they have for me as a consumer and an overall disconnect from the serious nature of this matterIn turn, this is why I won't accept their offerAt this point It's clear that this company is jerking me around. 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 I believe this issue was not taken care of it was the company that did not cancel my account in January when I called I should have never received a bill from them in such an outragous amountAnyone whould be upsetThen try calling the company who claimed that they would call me back within five business day and never did til todayToday 6/8/was the first time I have heard from anyone at Spark So I really think they should work on there customer service and find people who are quailfied to work at this companyAs you can understand my frastration with communication issuesI will not ever sign up for this or any other program they are offering and I will make it an effort to let people know this is not a good program at all for anyone I am very disatified wtih all I have gone through and all the trouble of phone calls,the money I have to pay and people who do not know what they are talking aboutIam not sure about the payment plan they are talking about but as I told the gentleman on the phone today I will make sure I pay the bill but I still think they are wrong

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 The attachments are not coming through on the Revdex.com sitePlease email those directly to ***.
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
This company INCREASED my gas bill I am glad they were able to finally close this account It is a shame I have to go to the Revdex.com to close an account.
Regards,

To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Rejection
***
*** *** has filed a complaint because her payment
was not applied to her accountShe sent in proof of payment and was still not
able to get her issue resolvedSpark is still charging her due to the missing
payment
Outcome:
Spark received Ms***’s payment of $through ***;
a third party that accepts payments on Spark’s behalfHowever, after further
research, the contract number that was referenced in the check was i***rrect
***This caused the payment to not be applied to Ms***’s
account since *** was not able to identify the accountSpark applied the
payment of $to the correct contract number *** on 03/10/
Ms*** now has a remaining balance of $for billing period 01/13-02/12/
Please let me know if you have any further questions or
concerns.Best Regards, Hector P*** | Consumer Affairs Specialist

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
On, January 26, , I mailed a notice of cancellation to Sparksenergy, I also faxed it to them Please see attachment
Regards,
*** ***