Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The business refuses to cancel my subscription. I requested multiple times in writing for the subscription to be cancelled. The first time was March 27th of this year. They refuse to cancel it and are continuing to try and charge me for a service I no longer want and haven't wanted since March. Specific employees who were notified of the cancellation and continue to ignore cancellation requests and are ************************* and ************************* two Pivot employees who are completely oblivious to customer service and satisfaction and quite frankly unethical in their business practices.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 14, we had a salesperson from Pivot Energy come to our home saying we could save on our energy bills by getting credits from a local solar garden. I asked him questions about if there was a cost to sign up. He said no, that they were just working with my energy company to get solar bill credits to pay for the project. And that we just needed to opt in.The moment we signed the contract we were asked for our bank information. I asked why. They said that they bill us instead of the electric company. I said I wasn't ok with this and asked why I wasn't told this when signing up.Since then I've sent emails to them asking to cancel this contract, as I had 72 hours to do so. I got a single response **************************************************** I've called the number they provided. It goes to voicemail every time. I've left multiple messages at this point.I've also called my electric company to see if I can block them. I cannot.All I want to do is to cancel this contract so I can go back to paying my electric company like normal. I feel that I was misled by the salesman because he left that information out until after we signed. And this company has been unresponsive since.

  Business response

  04/24/2024

  We have received complaint ******** and understand that the subscriber had an experience where the payment terms of our product may not have been fully explained by the sales representative. Our subscriber contracts do clearly state the payment terms, including how payment is calculated and how payment is required. When contacted, our customer service team did reiterate those terms. The subscriber then requested to cancel their contract, within the rights outlined in the contract.
  
  While it does not look like we were able to make phone contact with the subscriber, we did exchange nine emails culminating with a termination of the agreement. It appears that this complaint was filed prior to the resolution. The subscriber also noted that they would close the case with the BBB once they feel confident that the subscription does not impact their utility participation (which it does not) stating:  "We'll wait until our next few billing cycles from Xcel are normal before resolving our complaint with the BBB."

  We have also sent a follow-up to the subscriber again confirming their termination.

  Customer response

  04/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ******* from SunCentral sent me the attached letter confiming the contract's cancellation.

  My only refute is that the business should have attempted to contact me by phone. I called them and did not get a response. The implication here is that they tried to respond. This complaint was resolved only by email. 

  Sincerely,
  
  *********************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have not received a **** from Nyseg since April 2022. I called Nyseg and they said I am now in a solar energy program that I may have signed up for, or it is community based through Pivot Energy. I never signed up for solar energy and my neighbors told me it is not community based so it would have been my choice. Nobody told me about this, but somehow Im in the program against my will. I have called Nyseg and they said I had to speak to Pivot energy in person to get out of it. I have tried a few times to get a hold of them via telephone and left a few messages without any response. I have not had a meter read now for months and it keeps changing. It was June 14th, now its July 14th. Now the amount owed will be sky high which will be no fault of my own. I want out of Pivot energy and back to my usual billing and energy services. I did not sign up for this and I do not want this.

  Pivot Energy Headquarter Location
  1750 *****************************************************************

  Business response

  07/18/2022

  July 11, 2022

   

  Better Business Bureau 
  PO Box 140015 
  *****, ** ***** 

  
  Reference: BBB Complaint ** ******** 

  I am writing to acknowledge receipt of the complaint identified above from ******************* regarding billing issues with ************** Energy & Gas (NYSEG). In her complaint, **************** suggests that she has not received a **** from NYSEG since April and when she spoke with their customer service team, they said that she has not received a meter reading since due to her being enrolled in our community solar program. Further, she suggests she did not sign up. 

  To these points, we are requesting that this complaint be removed from our account for the following reasons: 

  1. We have been in touch with NYSEG and clarified that the billing delays are on the utilitys side. They are manually adjusting bills for those who are enrolled in community solar programs, leading to a delay in them sending utility bills. Per our contact with ***************************** in July, Due to the manual processing of the bills, the bills have been delayed.  When a customer calls to inquire about the delay in billing, we advise the customer the delay is on NYSEGs end and it is due to the manual processing of the billing.
  2. We have also reached out to **************** regarding her concern and included her signed agreement for her enrollment in the program. We have a tracking system in place and we have not received any contact via email or phone from **************** prior to this notice. We can honor her request to cancel per her subscription agreement.

  If further response is required, please reach out. 

  Best regards, 

  ***** Hadayia 
  Sr. Director, Client Solutions Operations 
  Pivot Energy 
  *********************************** 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩