Complaints

• Initial Complaint

  03/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a representative come into our business from Constellation, explaining how we could save money by switching, as it offers a price protection on our electric bill. Since we made the switch 3 months ago, our electric bill has increased almost $200 a month. We called constellation, and could not get an explanation as to why it increased. We did find out that Constellation is charging more per KWH than our local provider. We called to cancel our contract, and was told there may be an early termination fee. About a week later, we get a bill in the mail from Constellation in the amount of $4184.71. When we called, they explained that is the price to cancel, and they never promised us to save money, but protect our price, which they failed to do. They said they could reinstate the account, and the termination fee would go away, but in the end, we will still end up paying more than if we had stayed with our current company. This is by far the biggest mistake we have made in our business, and we regret ever doing business with them. They did not do what they say they would, and in the end, and we feel we were scammed by a snake oil salesmen with a smile. They said our neighboring businesses all joined, but when we asked them, they said they did not. They are scammers, liars, and theives.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/23) */ CNE acknowledges this inquiry and is currently working on a response. Please allow CNE until Monday, March 28, 2022 to post a full response. Consumer Response /* (3000, 10, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is nothing more than copies of the contract re-stated. The fact of the matter, is your salesmen whom you admit is a third party company lied to us. The only thing that would satisfy us at this point would be a cancellation, and waiver of early termination fee. We cannot believe how wrong this is, and feel like we have been scammed. We will be telling our neighbors so they do not make the mistake we did!

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have reached out to this company several times through chat to contact me. I have been told multiple times that someone would contact me. No one has reached out. I have also called and left messages and still no response. They continue to keep billing me when I have stated that I need to cancel service. Their customer service has always been bad, but I have never seen it this bad.

  Business response

  03/08/2022

  Business Response /* (1000, 7, 2022/03/07) */ Constellation reviewed the ****** account and concern. Constellation Contact records reflect Sunday Feb 27, 2022, 7:58 AM e-mail sent to *****************@constellation.com requesting to cancel my service effective immediately. I already removed my card from autopay. Please mail my final bill and you will be paid. Your rates are too high and no incentives to keep current customers. I am making switch to another provider with cheaper rates, and they offer a gift card for the switch. Please e-mail me at ************@gmail.com on Monday morning confirming this cancellation. Thank you. Constellation records further reflect a responding e-mail issued 03/01/2022 11:49:16 AM informing the ******, that we are sorry to know you would like to cancel your service; in order to cancel gas service, you will need to call our Customer Care team at 877-677-4355 or reply to this email with additional information. Customers in the Georgia market requesting to change providers, the new provider will initiate a marketer switch through the utility ******************* *** Constellation will receive this switch request from ***. It is not necessary for you to schedule a turn-off with Constellation. All marketer switches are performed on the first day of the next available month. Orders before the 20th of the month take effect on the first of the next month. Orders placed after the 20th will not take effect until the following first of the month. Your service with the new provider would begin 04/01/2022 and no matter when your switch is effective, based on arrears billing in the *** market you will receive at least one additional bill from Constellation. In summary Constellation contact records reflect a timely response to Mr. ******'s request to cancel and as noted in the Georgia market the customer simply needs to contact a new provider and schedule a marketer switch, Constellation will receive this request from *** and begin the final billing process. Constellation appreciates the opportunity to provide further details and if additional documentation or information is required or needed, please contact Constellation directly at choicecompliance@constellation.com Regards Escalated Customer Support Consumer Response /* (2000, 9, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for new electric service with Constellation Energy on a 1-year fixed rate plan at 12.5 cents per kwh, as advertised online. I've been using online electric providers for 18 years, and have never been lied to or cheated until now, so this has never been a problem. On receipt of the first bill, Constellation charged me 49.5 cents per kwh. I tried repeatedly to call in, and when I finally reached a service representative, it was explained that there was a special clause that showed a charge of $99 per bill if 1 kwh was used, and that the rate of 9.9 cents per kwh (base) that I thought I was signing up for only applied if over 2,000 kwh was used. This was NOT the contract I signed up for online. The agent said that this was emailed to me on January 31. I pulled up the email on January 31, which did NOT contain a contract. There was link on that email to purported contract documents, and when I clicked on the link, it took me to a blank / null page - so there is no evidence of what I allegedly signed up for. Simply put, Constellation openly lies about the products that they are selling, hits customers with a high bill, and does a classic bait-and-switch by sending them a contract that they never agreed to. Aside from highly unethical, this practice should be stopped, though I would be happy just to have my charges rescinded. - *********

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/03/01) */ Constellation reviewed Mr. ***'s account and concern. Constellation is disappointed Mr. *** was confused regarding the tiered rate plan he selected. This plan charges flat fee of $99.00 for several consumption levels. Constellation records reflect the Welcome documentation and Electricity Facts Label EFL issued to Mr. *** clearly illustrate the rate, levels of consumption and related charge when usage meets or exceeds these levels during any invoice period. attached Constellation is a leading supplier of energy serving over two-million residential and commercial customers across the country. Attempting to bait and switch or deceive any customer simply is not how we operate and would never be tolerated. Again, Constellation sincerely regrets if the rate plan Mr. *** chose was not what he expected or a good fit for his circumstances however Constellation billing records indicate he has been invoiced consistent with the plan's terms of service. Constellation received a drop transaction from the Oncor with an effective cancellation date of 02/21/2022. In accordance with the terms of service a fifty-dollar $50.00 early termination fee invoiced also 02/21/2022 and as a gesture of good will Constellation will be happy to reverse this charge and allow Mr. *** to cancel with no fee. Constellation appreciates the opportunity to address Mr. ***'s concern and if additional documentation or information is required or needed, please Constellation directly at choicecompliance@constellation.com Regards, Escalated Customer Support

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So a little more than 2 years ago a sales person for constellation walked into my Spa GUARANTEEING me he could lower my business's electric bill. And I'd be locked into some awesome rate. Maybe the first two months my electric bill was like $10 cheaper! Then, my electric bills have doubled now or even tripled! I've called multiple times and they say I'm locked into a 5 year contract or it's like $375 to cancel! My Spa business has decreased over the years due to Covid with us now in here only like 2-3 days a week and it's still around $250-$300 a month! Still doubled! We have led lights. And run 2 loads of laundry maybe twice a week! Pre-Covid we were 7 days a week, had a sauna then and now don't and run 15 loads of laundry or more a week and it's STILL the same!!! Please I need help getting out of my "contract" with this company. For Blessed Skincare and Massage Inc. This has been a nightmare and waste of my hard earned money!!!! This is a bait and switch scheme if you ask me. Please look at all my electric bills and tell me I'm wrong constellation!! I'm in Ohio!!! Why am I paying for TEXAS rates and that was never explained to me. I feel I'm owed thousands by constellation for all the misleading information and crap. I will be contacting my attorney soon if you do not do something. Thank you!

  Business response

  03/08/2022

  Business Response /* (1000, 6, 2022/03/01) */ Constellation NewEnergy, Inc. acknowledges the above referenced complaint and is currently drafting a response. A more detailed response and resolution will be posted on or before Friday, March 4, 2022.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of Constellation Energy for about 3 years without any issue until recently. I received a bill that was way higher than any other bill I've gotten from them, even when we had the freeze in Feb 2021. I called to ask what was causing the price increase and was told that my contract had expired and I was being charged a month to month rate. I was never notified that my contract was ending because I would have renewed. I called several times to speak to a manager who stated they would give me a credit of $120 towards my bill if I signed a new 36 month contract for a higher rate to which I said no. I wouldn't have had an issue signing a higher rate with Constellation if they would have given me the opportunity before they gauged me for $450. I think this is very bad business and honestly feel like I was scammed. After I realized the company didn't care about my complaints, I switched to a different provider to then be charged $305.22 for not even a months worth of service from Constellation.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/03/01) */ Constellation reviewed Ms. ******'s account and concern. Constellation records reflect Ms. ******'s fixed rate agreement was scheduled to expire 12/30/2021. In accordance with her terms of service a renewal notice was issued 11/17/2021 notifying her of the upcoming expiration and renewal options available. Additionally, Constellation also provides contract term information on each monthly invoice in an attempt to keep all customers informed of their agreement term and expiration dates. Constellation includes copies renewal notification and November invoice illustrating our disclosing and notification of the 12/30/2021 expiration date. As noted in the renewal notice "If you have not selected a new plan by your expiration date, state regulations require that we continue your service on our month-to-month variable rate". Constellation transaction records reflect a drop/cancel transaction received from the utility with an effective cancellation date of 02/21/2022. Constellation regrets Ms. ******'s decision to switch suppliers however appropriate contract expiration notification was provide and when there was no contact effective 12/30/2021 her account rolled to month-to-month variable rate consistent with her terms of service and TX state regulation. Constellation contact records reflect loyalty credits were offered to Ms. ****** however she declined, and Constellation billing records reflect she was invoiced consistent with her terms of service. Again, Constellation regrets any confusion regarding her expiration and invoicing and appreciates the opportunity to provide further details. If additional documentation or information is required or needed, please contact Constellation directly at choicecompliance@constellation.com Regards, Escalated Customer Support Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I 100% disagree with Constellation's response. I was never sent a notice that my contract was expiring, otherwise I would have renewed my contract. I was signed up for electronic billing and auto draft for my payments, so I never saw my bill unless the payment caught my attention and I went to check. Constellation knew what they were doing and could have very easily sent an email reminding me that my contract was expiring. I have no reason to lie about this, but I want to make sure others are aware that Constellation doesn't care about their customers. As I previously stated, I was offered a $120 credit that I declined because I had already been charged $450. This is very bad business and not an appropriate way to treat loyal customers. I asked a Constellation manager if I could renew my contract at the higher rate and have it back dated to when my original contract expiration date and was told no. There was nothing from Constellation's side to try to help fix this problem and the loyalty credit isn't really for loyal customers. Constellation offers this credit to new customers who sign up for that specific plan so you weren't doing me any favors. Business Response /* (4000, 9, 2022/03/07) */ Constellation reviewed additional comments dated 03/03/2022, Constellation reiterates our previous response and again attaches supporting documentation. As noted, Constellation records reflect the renewal notification in accordance with agreement terms of service was issued via US Postal Service dated 11/17/2021 with no record of returned mail. Texas Public Service requirements instruct all suppliers renewal notices must be issued and mailed to the billing address on file and e-mail renewal notification does not meet renewal disclosure requirements. Additionally, both electronic and postal Constellation monthly invoices display in bold lettering the current contract terms and expiration date. Constellation made attempts to resolve Ms. ******'s concern however as noted the loyalty credit offered which are not provided to new customers was declined. Constellation is disappointed and very much regrets Ms. ******'s decision to switch providers however appropriate notification and disclosures were provided. If additional documentation or information is required or needed, please contact Constellation directly at choicecompliance@constellation.com Regards, Escalated Customer Support

• Initial Complaint

  02/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Without authorization this company is billing me for energy supply. I have contacted them twice to cancel their service and receive a refund of billed charges. They continue to bill me and I want all service with them stopped and credit issued on my account from 9-9-21. This is unethical to make someone unauthorize something never authorized to begin with. Account ********. Cancel immediately and refund all charges.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/03/01) */ Constellation reviewed Mr. ******'s account and concern. Constellation records reflect for ****** ****** service address ******************* Rochester, NY 14606 he resides in the City of Rochester Community Power Aggregation program area and with no opt-out requested was automatically enrolled effective 09/09/2021. Constellation attached copy of the program announcement and overview dated June 30,2021 issued to all eligible residents. As noted, the program is regulated and authorized by New York state authority and Constellation was selected through a competitive bidding process to be supplier of record for the 100% renewable power supplied at fixed rate of $.0580/kWh for a twenty-four 24 month term. Constellation contact records reflect on 01/21/2022 10:18:32AM Inbound call from ****** ****** requesting to cancel service. Agent provided cancel opt-out confirmation #78EY4N and advised 1-2 billing cycles for drop. Constellation apologizes for any confusion or concern this issue may have caused and appreciates the opportunity to address Mr. ******'s concern. If additional documentation or information is required or needed, please contact Constellation directly at choicecompliance@constellation.com Regards, Escalated Customer Support Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree to the cancellation in January but want a refund of all billed charges since 09/21. I do not read solicitation mail if it's something I didn't ask for. So opt out wasn't an option as again I didn't opt in. How can the state add something to a bill that I pay for! If they're willing to pay my supply bill then they can automatically add whatever they'd like but if money is coming from my personal f8nances then it's my choice. Period!!!!

*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. ↩