Think Energy

Thank you for notifying us of Ms***’s complaint We take these types of allegations very seriously and have looked into and addressed this matter Think Energy immediately put Ms [redacted] on our “Do Not Knock” and “Do Not Call” lists Ms [redacted] will not receive any further solicitation attempts from Think EnergyWe called and spoke to Ms [redacted] regarding her complaint She expressed her concerns and provided us with a description of the agent who came to her house We provided the description to our third party vendor who sells on behalf of Think Energy in her area They are researching and attempting to identify the agent In the meantime, we have mandated that the entire office go through a full retrain with an emphasis on professionalism and walking away when the customer is not interested The full retrain will be completed by June 02, The customer was appreciative of our call and asked that we add her sister to our “Do Not Knock” list as well This request has been fulfilled Ms [redacted] is happy with the outcome of our investigation Think Energy wants to give a special “Thank you” to Ms [redacted] for the detailed information she provided in the complaint and on the phone when we spoke It is only when people let us know about these events that we can take action and address any problems that may exist We are thankful that she allowed us to address the problem and took time to help us collect as much information as possible

IN APRIL OF I WAS NOTIFIED BY FIRST ENERGY THAT THEY WOULD NO LONGER SUPPLY SERVICES TO MY ADDRESS & THAT I WOULD HAVE TO CHOOSE A NEW SUPPLIER AT THAT POINT I WENT ON LINE TO CHOOSE ENERGY & COMPARED RATES & CHOSE THINK ENERGY WITH A RATE OF WHICH CHOOSE ENERGY HAS VERIFIED ON MAY 22, I STARTED RECEIVING SERVICE FROM THINK ENERGY BUT I DIDN'T CHECK THE RATE ON MY BILL DUE TO THE FACT THAT I HAVE EYE PROBLEMS & THE PRINT IS SO SMALL ABOUT A MONTH AGO, WHEN I WAS GATHERING INFO FOR MY TAXES, MY DAUGHTER DISCOVERED THAT I HAVE BEEN CHARGED SINCE MAY OF I HAVE CONTACTED THINK ENERGY MANY TIMES & ACCOMPLISHED NOTHING - THEY JUST KEEP TELLING ME THAT THEY WOULD INVESTIGATE THE MATTER THIS HAS CAUSED ME MUCH DISTRESS & SO I FINALLY CALLED CHOOSE ENERGY & THEY ADVISED ME YESTERDAY THAT THEY HAD CONTACTED THINK ENERGY ABOUT THE DISCREPANCY BUT HAVE NOT HEARD BACK FROM THEM THE THINK CHARGES ARE AUTO DEDUCTION FROM MY CHE

I purchased a contract for electric supply in September for months of electricity supply at a fixed rate of cents per kWH Last month, I checked my electricity supply rate and saw that it was cents per kWH while the rate from the local electric supplier is cents per kWH After the month contract, the rate converts to a variable rate However, the rate is not competitive, but is very inflated, far higher than what can reasonably be called a market rate I called customer service to complain The agent told me tha I had received an email and a paper letter at the end of the contract inviting me to renew a fixed rate I checked my archive for emails and I did not receive one on the day the agent said it was sent I did receive emails every month on other matters I do not recall receiving a letter from Think Energy I am very interested in purchasing low cost electricity because I am a very high user of electricity, so I believe I would have opened a lette

At the end of July 2017, I contacted think energy about renewing my contract I am to be getting my electric for per K I called them in Octto let them know I was being billed wrong I just got my refund a couple of weeks ago To this date 12/21/17, I am still being billed at the incorrect price and I received a notice that it is going up again in January when I am supposed to be locked in at the price

IN APRIL OF I WAS NOTIFIED BY FIRST ENERGY THAT THEY WOULD NO LONGER SUPPLY SERVICES TO MY ADDRESS & THAT I WOULD HAVE TO CHOOSE A NEW SUPPLIER AT THAT POINT I WENT ON LINE TO CHOOSE ENERGY & COMPARED RATES & CHOSE THINK ENERGY WITH A RATE OF WHICH CHOOSE ENERGY HAS VERIFIED
ON MAY 22, I STARTED RECEIVING SERVICE FROM THINK ENERGY BUT I DIDN'T CHECK THE RATE ON MY BILL DUE TO THE FACT THAT I HAVE EYE PROBLEMS & THE PRINT IS SO SMALL
ABOUT A MONTH AGO, WHEN I WAS GATHERING INFO FOR MY TAXES, MY DAUGHTER DISCOVERED THAT I HAVE BEEN CHARGED SINCE MAY OF
I HAVE CONTACTED THINK ENERGY MANY TIMES & ACCOMPLISHED NOTHING - THEY JUST KEEP TELLING ME THAT THEY WOULD INVESTIGATE THE MATTER THIS HAS CAUSED ME MUCH DISTRESS & SO I FINALLY CALLED CHOOSE ENERGY & THEY ADVISED ME YESTERDAY THAT THEY HAD CONTACTED THINK ENERGY ABOUT THE DISCREPANCY BUT HAVE NOT HEARD BACK FROM THEM THE THINK CHARGES ARE AUTO DEDUCTION FROM MY CHE

I have finally received reimbursement from Think Energy.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for notifying us of Ms***’s complaintThink Energy has reviewed this customer’s account. Unfortunately, Ms***’s account has encountered a couple of problemsMs*** originally enrolled with Think Energy in June 2016. In August 2016, she contacted us to move
apartment units. We immediately enrolled another apartment complex, but unfortunately due to inaccurate information she provided, the incorrect apartment number was enrolled. Additionally, the original account was not dropped until September 12th. Because of this, Think Energy cancelled $in electricity charges and incurred a loss. On September 2nd, the correct apartment was enrolledThe customer also expressed to us that she needed proof of enrollment with Think Energy at the correct location to avoid fees from her apartment. Think Energy provided the customer her enrollment email which confirmed enrollment and included the terms of her contract with Think Energy. The customer stated that the information provided did not prove that she was with Think Energy at the time specific time the utility needed to confirm. In order to make the experience easier on the customer, we have requested and received copies of the statement of fees from her apartment complex. We are issuing a check to cover the charges that she incurred due to the enrollment of the incorrect apartment. We are also issuing a $reward card to compensate for the time that she has spent attempting to resolve this issueIn conclusion, Think Energy agrees that this customer had a difficult time enrolling her new apartment unit. Unfortunately, due to inaccurate information that was provided about her new apartment unit, the incorrect unit was originally enrolled in September. Even though Think Energy made every attempt to quickly enroll the correct apartment once the customer provided us the corrected information, the customer had incurred fees from her apartment complex. Even though Think Energy provided the enrollment confirmation for the customer to share with her apartment, this was not sufficient from the apartment complex’s perspective that she enrolled with Think Energy within the required timeframe. To make things easier for Ms***, Think Energy is going to simply cover the apartment fees that she was charged. We are also issuing a $Reward Card to compensate her for the time she spend on this issue and corrected her bills from $in September 2016. The customer expressed that she contacted the Revdex.com on January 26, in an attempt to cancel her complaint because she was satisfied with the resolution that Think Energy provided to her

Salesman came to the door saying he was from the energy company & a change in policy ment I had money coming backI wasn't thinking and gave him the acct info, he signed me up for Think EnergyDeceptive, and it looks like their rates increase over time, though I luckily got out before then

Thank you for notifying us of Ms. [redacted]’s complaint.  We take these types of allegations very seriously and have looked into and addressed this matter.  Think Energy immediately put Ms. [redacted] on our “Do Not Knock” and “Do Not Call” lists.  Ms.  [redacted] will not receive any...

further solicitation attempts from Think Energy. We called and spoke to Ms. [redacted] regarding her complaint.  She expressed her concerns and provided us with a description of the agent who came to her house.  We provided the description to our third party vendor who sells on behalf of Think Energy in her area.  They are researching and attempting to identify the agent.  In the meantime, we have mandated that the entire office go through a full retrain with an emphasis on professionalism and walking away when the customer is not interested.  The full retrain will be completed by June 02, 2017.  The customer was appreciative of our call and asked that we add her sister to our “Do Not Knock” list as well.  This request has been fulfilled.  Ms. [redacted] is happy with the outcome of our investigation.  Think Energy wants to give a special “Thank you” to Ms. [redacted] for the detailed information she provided in the complaint and on the phone when we spoke.  It is only when people let us know about these events that we can take action and address any problems that may exist.  We are thankful that she allowed us to address the problem and took time to help us collect as much information as possible.

Thank you for notifying us of Mr. [redacted] complaint. Think Energy has investigated the allegations that someone claiming to be associated with [redacted] went to their home and explained that they would be changing their variable rate to a fixed rate.  While Think Energy does pride itself in...

providing competitive fixed rate electricity contracts without any early termination fee for residential customers, Think Energy does not allow its agents to represent themselves as if they were with any company other than Think Energy.  Think Energy agents wear a purple shirt, jacket, and occasionally hat (depending on the weather) with the Think Energy logo.  Think Energy agents are also required to wear a Think Energy lanyard and badge which includes their agent information and also displays the Think Energy logo.  As a safeguard to customers, Think Energy utilizes a Third Party Verification (TPV) service to record any door to door enrollment authorization and to provide additional information about Think Energy.  During the TPV call, the TPV agent asks if the customer understands that Think Energy is not associated with the utility and the enrolling customer must answer “Yes.”  During Mr. [redacted] TPV call, the customer was clearly confused about the program and the TPV call was terminated for that reason.  Mr. [redacted] was not and will not be enrolled with Think Energy.  The supervisor of the agent who visited Mr. [redacted] confirmed that the agent was wearing the Think Energy shirt, lanyard, and badge.  However, because of the TPV call and the customer’s complaint, we feel the customer was still confused due to the sales pitch from the agent.  In order to prevent this from happening again, the agent went through a full retrain to ensure their sales pitch and script is clear, thorough, and in line with our branding guidelines.  The agent’s supervisor also had a one-on-one meeting with the agent and the agent was issued a written warning to the agent stating that if there are any other concerns of this sort in the future, the agent will no longer be allowed to represent Think Energy.  Finally, the agent confirmed that any and all information collected is destroyed at the end of each day. Therefore, Mr. [redacted] information was not retained with our company. Think Energy works diligently to offer value to our customers by protecting them from the volatility in variable market prices by offering competitive fixed price contracts for 6, 12, 18, 24, and 36 months.  We do this by locking residential customers into fixed price contracts with no early termination fees.  We work to retain customers through a good customer experience rather than by force.  We apologize for the experience that Mr. [redacted] had with the agent and hope that our response will pacify all of his concerns.  Also, we are grateful to Mr. [redacted] for bringing this to our attention so that we could address and resolve the situation, and make the enrollment experience for other potential Think Energy customers even better.  Tell us why here...