Starion Energy, Inc.

A representative from Starion’s compliance department spoke with *** *** on November 9, regarding her complaintAt that time, *** *** accepted Starion’s efforts to resolve her complaint as a satisfactory resolution to her concernsStarion makes every effort to review and appropriately
resolve consumer complaintsPlease do not hesitate to contact me with any questions or concernsSincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
At the time of enrollment, the Starion sales rep stated the rate was NOT a variable rate, he stated that it would never go above This manipulative sales practice is common among Starion sales representatives, and we are not the only customers this has happened toStarion has recently been fined by the *** *** *** because they found that Starion's sales reps were misrepresenting policies and misleading customersThere are hundreds of these complaints online that mirror our own.
When we contacted Starion, their customer service agents were coarse and defensive After days of arguing, I was offered a $refund (months), where we are owed more than $1500.
If this issue does not get resolved, we will be retaining legal counsel and moving forward with litigation.
Sincerely,
*** ***

It is Starion’s position that Ms*** has been charged for supply correctly in accordance with her agreement, as stated in its initial response submitted on October 15,
A representative from Starion’s compliance department attempted to contact Ms*** on October 27, and again on October 28, to further discuss her concerns but was unsuccessfulAs of October 29, 2014, Starion has yet to receive a response
Starion will issue the customer a one-time courtesy rebate equal to the two billing cycles her account she was charged the account management feeA check will be sent to the customer within to business days
Based on the foregoing, Starion has determined a good-faith effort was made in an attempt to resolve Ms*** concerns
Please do not hesitate to contact me with any questions or concerns
Sincerely, *** ***

Below please find Starion’s response to the Revdex.com complaint filed by Mr*** ***
According to Starion’s records, Mr*** enrolled in “Starion Simple” monthly variable rate product on June 19, Starion has determined that Mr*** has been charged for
supply correctly in accordance with his agreementThe product in which his account was enrolled included a variable rate subject to fluctuate monthly based on market conditions
Starion’s records indicate Mr*** contacted Starion’s customer service department on September 10, regarding his accountIn an attempt to alleviate the customer’s concerns, Mr*** was offered the opportunity to enroll in a fixed rate productHe initially accepted the offer, which included at a fixed rate of cents per kwh for a term of twelve (12) billing cycles; however, Starion is in receipt of a drop request transaction date from the utility of September 17,
A representative from Starion’s compliance department contacted Mr*** on September 26, to further discuss his concernsAt that time, the customer was informed he will not incur an early termination fee and that his account is scheduled to end service with Starion on October 8,
Notwithstanding the foregoing, in a good-faith effort to resolve his concerns, Starion will issue the customer a one-time courtesy rebateA check will be sent to the customer within to business days
Starion makes every effort to review and appropriately resolve consumer complaintsPlease do not hesitate to contact me with any questions or concerns
Sincerely, *** *** Compliance Analyst

Upon receipt of his complaint, Starion added *** *** contact information to its internal do-not-contact listsStarion implements policies intended to ensure compliance with applicable laws concerning telephone solicitations, and subscribes to the National Do Not Call RegistryThe Company
regrets any inconvenience *** *** may have experienced based on his statement provided with his complaintStarion makes every effort to review and appropriately resolve consumer complaintsPlease do not hesitate to contact me with any questions or concernsSincerely, *** ***

A representative from Starion's compliance department spoke with Ms*** *** on June 3, to further address her complaintOn June 15, 2015, Ms*** accepted Starion's efforts as a satisfactory resolution to her concernsStarion makes every effort to review and appropriately resolve
consumer complaintsPlease do not hesitate to contact me directly with any additional questions or concerns. Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

A representative from Starion’s compliance department spoke with *** *** on November 7, regarding his complaintAt that time, *** *** accepted Starion’s efforts to resolve his complaint as a satisfactory resolution to his concernsStarion makes every effort to review and appropriately
resolve consumer complaintsPlease do not hesitate to contact me with any questions or concernsSincerely, Ivette A***

Starion has reviewed the customer’s complaint and has been unable to confirm the customer’s allegationOn October 30, a representative from Starion’s compliance department contacted Ms*** to further discuss her concernsAt that time, she was informed that her
account will end service with Starion on November 11, and that she will be receiving a one-time courtesy rebateMs*** acknowledged Starion’s efforts as a satisfactory resolution to her concerns before ending the call
Starion makes every effort to review and appropriately resolve consumer complaintsPlease do not hesitate to contact me with any questions or concerns
Sincerely *** *** *** ***

A representative from Starion’s compliance department attempted to contact [redacted] to discuss her concerns on several occasions, including on September 22, 2017, September 26, 2017, and September 29, 2017, but was unsuccessful. Voicemails were left requesting callback; however, as of October...

2, 2017, Starion has not received a response from the Consumer. Starion’s records show [redacted]’s account was charged for supply correctly in accordance with her Agreement. Additionally, our records confirm the account is scheduled to end service with Starion on or about October 11, 2017.Starion makes every effort to review and appropriately resolve consumer complaints. The Company believes that a reasonable effort has been made to reach out to [redacted] in an attempt to resolve her concerns. The Consumer may contact us directly should she wish to discuss her concerns. Sincerely, Ivette A[redacted]

A representative from Starion’s compliance department spoke with Ms. [redacted] on February 21, 2018 regarding her complaint. At that time, Ms. [redacted] accepted Starion’s efforts to resolve her complaint as a satisfactory resolution to her concerns. Starion makes every effort to review and...

appropriately resolve consumer complaints. Please do not hesitate to contact me with any questions or concerns. Sincerely, Ivette A[redacted]

A review of [redacted] complaint shows her concerns were addressed prior to Starion’s receipt of the complaint. Our records show Starion received an email from [redacted] on October 2, 2017 at 12:11 p.m. regarding concerns similar to those in her complaint. A representative from Starion responded...

to the Consumer via email later that same day at 1:48 p.m. Additionally, our records confirm [redacted] telephone number has been added to Starion’s internal do-not-call list. Starion makes every effort to review and appropriately resolve consumer complaints. Please do not hesitate to contact me with any questions or concerns. Sincerely, Ivette A[redacted]

A representative from Starion’s compliance department spoke with [redacted] on December 20, 2017 regarding his complaint. At that time, [redacted] accepted Starion’s efforts to resolve his complaint as a satisfactory resolution to his concerns. Starion makes every effort to review and...

appropriately resolve consumer complaints. Please do not hesitate to contact me with any questions or concerns. Sincerely, Ivette A[redacted]

Below please find Starion’s response to the Revdex.com complaint filed by Ms. [redacted].
According to Starion’s records, Ms. [redacted] enrolled in the “Starion Simple” monthly variable rate product on April 13, 2013. Starion has determined Ms. [redacted] has been charged for supply...

correctly in accordance with her agreement. The product in which she elected to enroll included a variable rate product subject to fluctuate monthly based on market conditions.
Starion’s records indicate Ms. [redacted] the customer’s daughter, contacted Starion’s customer service department on August 21, 2014 regarding her mother’s account. In an attempt to alleviate the customer’s concerns, Ms. [redacted] was offered the opportunity to enroll the account in a fixed rate product; however, she declined the offer. Starion submitted Ms. [redacted] cancellation request accordingly.
A representative from Starion’s compliance department contacted Ms. [redacted] on September 11, 2014 to discuss her concerns regarding her mother’s account in response to a letter received on August 25, 2014. At that time, Ms. [redacted] was informed that her mother was enrolled in a variable rate and verified the enrollment by completing a [redacted] recording. Ms. [redacted] then spoke with the compliance department manager who informed her that Starion will offer her a one-time courtesy rebate in a good-faith effort to resolve her concerns. The customer repeatedly declined the offer and ended the phone call before further addressing her concerns.
Based on the foregoing, it is Starion’s position that Ms. [redacted] account was charged for supply correctly in accordance with her agreement and that an appropriate effort was made in an attempt to alleviate her concerns. Additionally, the courtesy rebate is still available to the customer should a she accept it as a satisfactory resolution to her complaint.
The customer‘s account ended service with Starion on September 12, 2014.
Please do not hesitate to contact me with any questions or concerns.
Sincerely, [redacted]

A review of Ms. [redacted] customer account shows the Consumer’s concerns were addressed by Starion’s
compliance department prior to receipt of this complaint. Upon receipt of this
complaint, Starion left a voicemail for Ms. [redacted], the Consumer’s daughter, on
April 14, 2015 notifying her of Starion’s...

resolution. Please feel free to
contact me with any further questions or concerns. Sincerely, [redacted]

Below please find Starion’s response to the Revdex.com complaint filed by Ms. [redacted].
According to Starion’s records, Ms. [redacted] enrolled in the “Starion Simple” monthly variable rate product on August 5, 2014.
Starion was unable to locate evidence to support the...

customer’s claim regarding the sales agent’s use of deceptive practices at that time of enrollment. Starion neither tolerates nor condones the use of deceptive tactics when marketing to potential customers. Further, Starion requires its authorized telemarketing vendors to disclose information regarding all supply charges with its marketing materials at the time of enrollment, including the account management fee. Starion’s account management fee is charged for customer database management, utility data reconciliation, energy procurement, and various additional internal operations. By completing the aforementioned [redacted] recording, which states she “will continue to receive a monthly bill from [redacted] containing their delivery charges, any applicable taxes and Starion Energy’s name, price for supply, and applicable fee,” Ms. [redacted] confirmed her understanding of the variable rate product.
Starion’s records indicate that on September 30, 2014, Ms. [redacted] contacted Starion’s customer service department regarding her account. At that time, Starion submitted the customer’s cancellation request accordingly.
A representative from Starion’s compliance department attempted to contact Ms. [redacted] on October 14, 2014 to further discuss her concerns but was unsuccessful. As of October 15, 2014, Starion has yet to receive a response.
The customer’s account is scheduled to end service with Starion on October 23, 2014. Additionally, Starion has added the customer to its internal “do not call” list.
Starion makes every effort to review and appropriately resolve consumer complaints. Please do not hesitate to contact me with any questions.
Sincerely, [redacted] Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I HOPE IT WORKS!!!!!!!!!!!  THANK YOU SO MUCH.
Sincerely,
[redacted]

Starion strictly prohibits misrepresentation, as alleged, and requires its authorized third-party telemarketing sales agents to clearly disclose that they are representing Starion Energy and the purpose of the call before engaging in any further discussion with customers.Our records show [redacted]...

completed the enrollment process on February 1, 2018, which was verified with a third-party verification (“TPV”) recording. The account has been cancelled and [redacted] is no longer a Starion customer as of February 22, 2018. Starion has also placed her telephone number on its internal do-not-call list to ensure she does not receive future calls on behalf of the Company.Starion makes every effort to review and appropriately resolve consumer complaints and we regret that the Consumer had a less than positive experience. Please do not hesitate to contact me with any questions or concerns. Sincerely, Ivette A[redacted]

Below please find Starion’s response to the Revdex.com complaint filed by Mr. [redacted].
According to Starion’s records, Mr. [redacted] enrolled in the “Starion Simple” monthly variable rate product on June 2, 2014. Starion has determined that Mr. [redacted] has been charged for...

supply correctly in accordance with his agreement. The product in which his account was enrolled included a variable rate subject to fluctuate monthly based on market conditions.
Starion’s records indicate Mrs. [redacted] submitted a cancellation request to Starion via electronic mail on September 29, 2014. In an attempt to alleviate the customer concerns, a representative from Starion’s customer service department contacted Mrs. [redacted] later that same day and offered her the opportunity to enroll in a fixed rate product. As a result, she accepted the offer.
A representative from Starion’s compliance department contacted Mrs. [redacted] on October 9, 2014 to further discuss her concerns. The customer was notified she will be receiving a one-time courtesy rebate. Mrs. [redacted] acknowledged Starion’s efforts as a satisfactory resolution to her concerns.
Notwithstanding, in a good-faith effort to resolve his concerns, Starion will issue the customer a one-time courtesy rebate. A check will be sent to the customer within 5 to 10 business days.
Starion makes every effort to review and appropriately resolve consumer complaints. Please do not hesitate to contact me with any questions or concerns.
Sincerely, [redacted]