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 Yes Spark did give a credit on my account but I still ended up paying almost $dollars to them And of course the account has a -0- Balance because I paid the account in fullI do not agree with what this company is doing to people but I will never be satified with this decidsionI think I deseved a full credit on my account and that if the peson who was not doing their job should have paid for itI work hard for my money and do not like throwing it away

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
Sent: Thursday, August 24, 7:PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #***I do not accept this resolution.I was told by a spark representative that a rerate had been processed for both properties.Both me and mom would receive refund checks for the difference between and until my new energy supplier took effect which is billing cycles.They r lying*** ***

Good morning,Can you please forward the customers additional concerns. The only item we saw was that he was dissatisfied and a copy of our responseWe are unable to address his concerns if he did not provide anyPlease review as we feel we have address everythingand provide documentation as proof.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 she states that a Spark Energy representative
is
continuously contacting her to pitch supplier servicesMs*** feels that she
is being harassed and bulliedShe does not want Spark Energy services and
would like for the calls to stop
Outcome:
Spark Energy
sincerely apologizes for any inconvenience that this may have causedSpark
Energy makes every effort to ensure that all sales representatives that contact
prospective customers are conducting themselves in a professional manner
We have communicated the
customers feedback to our sales group to research if the customer experienced
excessive calls for further review and handling
Spark Energy has added phone number 908-964-to the Do
Not Call listMs*** should not expect to receive further calls from Spark
energy
Please let me know if you have any questions or concerns
Best Regards, *** *** | Office of the President***@sparkenergy.com

From: Hector P*** [mailto:***] Sent: Thursday, February 26, 12:PM To: drteam Cc: *** *** Subject: *** *** Response To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com rejection no*** *** *** has reviewed Spark’s response to complaint no*** and determined that Spark has not resolved her complaintShe states that she never received the $gift card as promisedShe believes that Spark should not have switched her price without her consentOutcome: As stated in Spark’s previous response, Spark applied a courtesy credit of $to Ms***’s account on the 02/18/invoice(Invoice Attached) Therefore, the gift card request was not sentSpark would like to confirm that per the terms agreed upon; if Ms*** fails to execute a renewal the account automatically rolls over to a variable rateMs***’s account was terminated on 02/12/and she will be responsible for the remaining balance of $Please let me know if you have any further questions or concerns Best Regards, Hector P*** | Consumer Affairs Specialist *** *** *** *** *** * *** ** *** *** *** *** | http://www.sparkenergy.com Connect with Spark Energy *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** ** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

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 spreadsheet attached is not clear on chargesDoes not reflect the monthly charges and amount paid by meThere are quite a few late charges which is not late and it was promised thyat it will be remoedApparently it is notIt will be good if some one can explain the charges and sytematically go over the billing.]
Regards,

To Whom It 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 it. Outcome:Spark apologizes for any inconvenience this may have caused; however, we are unable to locate
*** ***' account based on the information providedSpark made an attempt to contact *** *** to obtain additional information but was unable to reach him or leave a voicemail. Should *** *** provide further information Spark will be more than happy to look in to this matter. Please let me know if you have any questions or concerns. Best Regards, Hector P*** | Consumer Affairs Specialist

Good Afternoon,
Spark understands that the customer is unsatisfied with our response; however, we would like to re-confirm, the enrollment has been deemed as valid and the charges from Spark are for the supply of gas to Ms***’s homeSpark will not waive those charges as those are for the household consumption while the account was active with us
Spark again apologizes for any inconvenience and believes that Ms***’s concerns have been addressed and that all necessary documentation has been presentedTo re-confirm, the billing error has been corrected and the current balance on the account is $We stand by our previous response that no further adjustments are warranted and believe that this complaint should be administratively closed
Best Regards,
Luis ***

To whom this may concern: Spark Energy has addressed Mr***'s concerns and has confirmed on two separate occasions that his service is not scheduled to switch to Spark EnergyWe understand he feels as though more should be done; however Spark Energy has reached out to the vendor has immediately request that the agent be removed from Spark Energy's campaignHe is not allowed to return onto Spark Energy's campaignMr*** has indicated that he is not satisfied with Spark Energy's responseWe'd like to confirm that Spark Energy takes these types of complaints very seriously and have addressed the issue at handWe sincerely apologize for any inconvenience he may have experiencedAs previous stated, Mr***'s service is not scheduled to switch to Spark and he will remain with his current choice of serviceWe cannot apologize enough for this occurrence and have done our absolute best to make it right by ensuring his enrollments will not become effective and have removed the agent in questionWe believe this complaint should be closed as administratively resolved.Kindest regards,Martha ***

To Whom This May Concern:
This is Spark Energy’s formal response to Revdex.com Complaint No: ***
Thank you for bringing Mr*** ***’s concern to our
attention
and for allowing us to address it
Mr***’s complaint states that Spark Energy continues to
contact him even after he asked to be removed from the call list several times
Mr*** would like Spark Energy to cease contacting him immediately
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 mannerWe have communicated
the customer’s complaint to our sales group to ensure that every representative
is presenting Spark Energy’s service correctly
Furthermore,
Spark Energy has added Mr*** to our internal “Do Not Call” listSpark
Energy has no record of Mr*** calling to speak with a supervisor or any
representative in regards to being placed on the “Do Not Call” list
Nevertheless, Spark Energy has confirmed that Mr***’s phone number of *** *** has been added to our Do Not Call list and he will not receive
any more solicitation calls moving forward
Spark Energy sincerely apologizes for any inconvenience this may
have caused and 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
Please do not hesitate to contact me if you should have any
further questions or concerns regarding this matter
Best
regards,
*** *** | Office of the
President, Supervisor
2*** *** *** *** *** * *** ** ***
*** ***

To Whom It May Concern:
This is Spark Energy’s (“Spark”) response to Revdex.com Case # ***
">Thank you for bringing Mr*** ***’s complaint to our attention
and for allowing us to address it
Mr*** has filed a complaint on behalf of his parentsHis
complaint states that Spark is targeting low income customers and that his
parents were misled to believe that they would receive a 50% savingsThe
complaint goes on to state that he has tried to contact Spark by phone and has
not been able to get through after spending hours on holdMr*** feels
that Spark is a scam and is requesting that Spark refund his father the $
paid
Spark reached out to Mr*** *** and requested additional account
details as the information provided was not sufficient to locate an account
Mr*** hung up after I attempted to provide my email address so that he
can send me copies of documents that he had regarding a 50% savings claim. Spark is unaware of such a solicitation, and
was willing to investigate this matter furtherSpark is willing to review the
account in full, should Mr*** supply his parents account details
Spark sincerely apologizes for any inconvenience Mr*** and his
parents may have experiencedHowever, at this time Spark is requesting to have
the complaint “administratively closed.” Please don’t hesitate to contact me
should you have any additional questions or concerns
Best regards,
Martha L*** | Consumer Affairs Supervisor
CityWest Blvd, Ste | Houston, TX
Tel: 832-333-
ml***@sparkenergy.com | http://www.sparkenergy.com
Read More Customer Complaints:
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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

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 4/7/1:13:PM and assigned ID ***.From: *** *** [mailto:dr***a***@gmail.com] Sent: Tuesday, April 28, 1:PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #***Hello friends,Thank you so much for all that you do to protect consumersSince emailing you this morning I’ve gone back over all the communication, including a critical one I missed (the one with the response from Spark)I am satisfied with its resolution if indeed on April 3, they have discontinued their service and will not be charging me for anything after that date.Sincerely,***Regards,

To Whom This May Concern:
This is Spark Energy’s formal response to Revdex.com Complaint No: ***
Thank you for bringing Mr*** *** additional concerns to our attention and for allowing us to address it
Mr*** complaint states that he received another call from Spark Energy after requesting to be placed on the Do Not Call listMr*** provided the number that appeared on his caller ID, and he also stated that the representative that contacted him informed him that he was calling from the main office in Texas
On 10/24/2014, Spark Energy submitted a request to add Mr*** contact number of *** *** to our internal Do Not Call listUpon receipt of Mr*** additional concerns, Spark Energy’s sales group was notified and confirmed that his contact number was added to the Do Not Call listOur sales group has contacted the vendor soliciting Mr*** and has requested the call history made to the customer in an effort to resolve his concernsUpon further review, it was determined that the customer’s number was not provided to all of the call centers operating under the vendor that has been contacting Mr***The vendor has since confirmed that Mr*** has been added to all call centers’ Do Not Call lists
Spark Energy sincerely apologizes for any inconvenience this may have caused and we are continuously reinforcing our training and sales guidelines with all of our sales vendors to ensure this does not happen againPlease do not hesitate to contact me if you should have any further questions or concerns regarding this matter
Best regards,
*** *** ** | Office of the President
*** *** *** *** *** * *** ** ***

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
*** *** *** *** *** * *** ** ***
10/13/

Good Afternoon,
Spark understands that Mr*** is not satisfied with the resolution and states that he was told he would be re-rated on both accounts from the month fixed rate of cents/kWh to the enrollment rate he processed online at cents/kWhTo confirm, Spark has reviewed the final invoices for each account and they did not bill at cents/kWh, they instead billed at his previous contracted rate of cents/kWh
For this reason, Spark did not process a re-rate on the accounts as the re-rate charges would have been more at the rate of cents/kWh; Mr***’s accounts benefitted by being billed at his previous fixed rate of cents/kWh
Please contact me if there are any additional concerns
Best Regards,
Luis ***

To
Whom This May Concern:
"line-height:115%Cambria","serif">This
is Spark Energy's formal 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]'s complaint states that upon enrollment, Spark Energy ("Spark") informed
him that he would continue to be billed by [redacted] and remit payment to [redacted]
directly for his electric billsHowever, when [redacted] received a bill for
$from Spark Energy he was assured by a representative that if he made his
payment with [redacted] that Spark would retrieve the payment from them directly
The customer states that he received a final notice for the $and after again
speaking with a Spark agent he was told if the balance was left unpaid he would
be placed in collections[redacted] is requesting a refund for the $of
which he states was already paid to [redacted]
Investigated Results:
·
On 10/24/2011, Mr[redacted] enrolled in Spark's Preferred
PlanThis plan offered a fixed rate of cents/kWh for a period of
monthsThis plan did not have a Monthly Service Fee or Early Termination Fee
·
On 04/30/2014, [redacted]'s electric service was terminated with
Spark
·
On 05/13/2014, Spark Energy generated [redacted]'s final bill for
the service period of 04/14/– 04/30/
·
On 8/19/2014, a Final Notice for $was sent via US postal mail
to the customers mailing address of 1[redacted] [redacted] for his
final billing period
·
On 10/16/2014, [redacted] called in to Collections regarding
the $past due bill that he states he had already paid to [redacted]The agent
advised the customer that the $was in deed past due At this time, the customer made a payment but requested
to speak with a supervisor and was able to leave a message with the collections
manager for a return call
·
On 10/17/2014, Spark received [redacted]'s complaint. Please note that at this time, when the
customer's complaint was received it was transferred to Spark's Office of the
President for further review and handling
Outcome:
Upon
enrollment Spark mailed the customer his Welcome Letter and Terms of Service
("TOS") The customers TOS does indicate
that he would continue to receive a monthly bill from [redacted]. However, if the suppliers charges are applied
to the customers final bill with [redacted] and the customer fails to remit payment,
the accounts receivable balances is dropped back to the supplier for collection
efforts
Furthermore,
the customers TOS indicated that Spark may use the services of debt collection
agencies, consumer reporting agencies and other remedies as allowed by law to
collect any unpaid balances on his account
Spark
Energy sincerely apologizes for any inconvenience or misunderstanding that may
have occurred, but believes our intent to collect the past due balance for
services rendered coincides with the TOS providedThe now paid balance of $
was for the customer's final billing cycle of 4/14/14-4/30/for kWh used
as [redacted]'s service with Spark Energy was terminated on 4/30/Therefore,
a refund is not deemed necessary and the current balance reflected is $Please
do not hesitate to contact me should you have any further questions or concerns
regarding this matter
Best
regards,
[redacted] | Office of the President
[redacted] | [redacted]
[redacted] | [redacted]

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 states that his department
responded to a call for a solicitor complaintThe complaint also states that the
sales agent involved was pushy and insistentThe sales agent involved in this
incident was located and was given a citation for not having a solicitors
permit
First off, Spark would like to
apologize for any inconvenience that may have occurred with the sales pitchWe
have forwarded this issue to our Marketing Sales team for review
Unfortunately, an investigation could not be conducted with the information
providedIn order to conduct a thorough investigation Spark would like to
obtain additional informationIf Mr[redacted] would please be so kind as to
provide the sales agent name and address to where the incident occurred, this
will assist in identifying the sales agent in questionShould he choose not to
provide the address he may also provide the main cross streets and zip code
Secondly,
Spark would like to ensure Mr[redacted] that this is not acceptable and in no way
do we condone this practiceSpark would like to assure Mr[redacted] that
his claim regarding the initial solicitation is not consistent with the
policies, procedures, and the training that each agent receives. We take
these types of complaints seriously and the agent in question will be
investigated once additional information is obtained
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[redacted]@sparkenergy.com | http://www.sparkenergy.com

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 that she found out that Spark
was her supplier December 20, and states that on January 2, she
requested to cancel the servicesMs[redacted] states she was still being billed
by Spark in February and was being charged twice a month when she finally
started to receive a bill
Ms
[redacted] states she had a $1,credit with [redacted] toward her heat for the
winter monthsShe states the months that she was billed should have been taken
care of with the credit that she had but now she has a bill of $4,Ms
[redacted] is requesting the service be cancelled and that the charges be removed
Investigative
Results:
·
On 1/2/2015, [redacted] called and requested to cancel the
service
o
On that same day, she was advised that there would be a $
early termination fee and that the service would cancel on the next meter read
·
On 2/6/2015, Spark was affected by a billing error that
caused the customer not to be billed for the gas supply charges
·
On 6/1/2015, Ms[redacted] called to state that she is not
paying the bill and for Spark not to send out another bill to her
·
On 6/22/2015, Spark advised Ms[redacted] that she was still
being billed because her initial Spark account number ([redacted]) was cancelled
on 2/10/but a new account became active for the address [redacted] [redacted]
Spark account number ([redacted]) and cancelled 6/11/
·
On 6/29/2015, [redacted] called to state she cannot pay
the bill till August and requested to pay $a monthSpark made her aware
that the $a month could not be honored
·
On 10/12/2015, Spark received this ICC complaint
·
On 10/19/2015, Ms[redacted] called and was advised that her
account was still under review by the agent and the supervisor
o
That same day, Ms[redacted] 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[redacted] was not billed during
those monthsMs[redacted] 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[redacted]
understood
Outcome:
Spark would like to apologize for any
inconvenience that this may have causedIn an effort to resolve Ms[redacted]'s
concerns Spark has agreed to perform a cost analysis from 1/2/up until 11/9/
to compare the utility rate against Spark.
If an adjustment is warranted then the refund will be sent out in the
form of a check via mailSpark has also waived the $early termination fee
Additionally, Spark feels that Ms
[redacted] was not properly advised regarding the details of her account(s)
cancellation and billingsSpark has forwarded Ms[redacted]'s concern to our
Director of Customer Experience for re-training and coaching opportunities as
it relates to providing the customer with correct information and monitoring
outbound transactions that ultimately affect the customer
Please let me know if you have any
further questions or concerns
Best regards,
April L[redacted] | Consumer Affairs Specialist
[redacted] [redacted]
Tel: 8[redacted]