Complaints

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently received a PECO letter dated 5/16/2024 (copy attached) referencing a confirmation of Electric Supplier Switch. This representation of a change to ************ is fraudulent. I have not entertained a change nor authorized a change from PECO. The letter references a supplier phone number ************* that corresponds to Respond Power, LLC in **********, **. They appear to employ street solicitors and they were rebuffed despite a no solicitor notice and an outright NO.I am reporting this to the BBB as another deceptive business practice for a company under a current alert by the BBB. ***************************************************************************************************************************************.

  Business response

  06/11/2024

  To Whom This May ************************ Services LLC (Major or the Company) provides the below response to BBB Case Number ********.
  Thank you for bringing ******************* concerns to our attention. Upon receipt of the BBBs complaint, *** ****** concerns were investigated. During our review, we found that on May 13, 2024, an individual who identified as ********************* authorized the electric enrollment to Major via Door-to-Door representative associated with LCM. The electric account was enrolled onto a 12-month plan at a fixed rate of ***** cents/kWh which included a $5.99 *************** Fee and a $100 Early Termination Fee (ETF). Our records show that the account became active on May 22, 2024.
  The enrollment was completed via ***** which is a series of questions sent to the customer via link to their personal device which must be answered and submitted by the customer for verification of enrollment. As a general requirement, throughout the ***** the customer is made aware of the switch to Major and the terms of the contract in which affirmative confirmation of understanding was provided. 
  On June 7, 2024, Major received a cancellation request transaction from Peco, with the effective drop date of June 12, 2024.
  To amicably resolve ************** concerns, Major will complete a rate adjustment at the utilitys rate for the service period of May 22, 2024, to June 12, 2024. Within the next 6-8 weeks, ************** should anticipate receiving a refund in the form of a Pre-paid **** card at the mailing address of ************************************************************. To ensure the refund is not overlooked, the card will be enclosed within an envelope with the return address of: *************** P.O. Box ****** *****************, ****
  
  Please let us know if you have additional questions or concerns. 
  
  Best regards,
  
  
  ************************* | Regulatory Specialist
  *************************************************************************************************
  ************************
  
  
  
  
  

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint **# ********, and have determined that my complaint has NOT been resolved because:

  Deceptive business practice that is clearly fraud on behalf of company by door-to-door solicitation. I was not even in residence on the date in question. The Mobile Web TPV Receipt has a scrawl sign off per Tablet and TPV. However the key evidence is the Customer TPV Smartphone Information. My key information phone number and specific email address is not in the public arena. So the information on the Mobile Web TPV Receipt is for a *****************************. Sale Rep ** ****** falsified the transaction on behalf of the company

  The reply is filled with falsehoods there were no mailing made by **** or email. I am preparing a formal complaint to the Pennsylvania Attorney General to investigate the company's business practice and seek sanctions. A concurrent action will be directed to the local television station consume action reporter. I am clearly not the only victim of this deceptive business practice.

  Where is the official acknowledgement and apology for this abuse!!! Concurrent with a complete reversal of the power switch.
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/20/2024

  **************,
  
  Thank you for the additional information and clarification. We apologize for any inconvenience or frustrations this may have caused.   ************ takes very seriously its compliance with the Pennsylvania laws.  *********** by no means intended to deceive you with the enrollment of your account.  We diligently train our sales force to provide accurate and clear information to consumers, and to ensure that proper consent is obtained.  As described, your experience is unfortunate and by no means acceptable to the Company. 
  
  As a general practice, the Commonwealth does allow authorized persons (other than the person listed on the account) to make changes to energy accounts, and once the enrollments are processed all customers, including yourself, are mailed a welcome package, such as the one we previously provided in response to your concerns.  We appreciate your following up to advise that you are not familiar with ****************.  We will further review your enrollment and the agent activity.  
  
  As previously noted, your last day of receiving electricity supply from ** was **** 12,2024. 
  
  To amicable resolve your concerns, we will provide you with a $25 gift card that can be used generally wherever a **** cards are accepted.  While our review showed that a  complete rate adjustment at the utilitys supply rate for the service period of May 22, 2024, to **** 12, 2024 would result in a refund of $1.57, we are providing additional accommodation in recognition of your efforts and possible inconvenience.  The gift card should arrive within the next 6-8 weeks at your mailing address at *****************************************************. To ensure the gift card is not overlooked,for your awareness, the card will be enclosed within an envelope with the return address of: *************** **** ****************************, ****
  
  We are taking things a step further, to ensure that you are not solicited in the future, we have added you contact information to our Do Not Contact lists. 
  
  Again,we apologize and anticipate that the above actions have resolved your concerns.
  
  Regards,
  

  Customer response

  06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The company response is absent any official company letter head and identified party replying on behalf of the company. I find it unbelievable the state of ************ allows "any person" other than the account holder to authorize a change. How does ************ in their flawed business practice identify and validate the supposed "authorized persons"? The door-to-door solicitor falsified the authorization process and the telephone number identified was not related to the account holder and in another geographic location. In fact, calling the number listed revealed a not in service. 

  The Pennsylvania Attorney General has to stop ************ and affiliates from doing business in the state. This public exposure will be the only way to protect the consumer from predatory practices.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company used to be under a different name of synergy power. Back on December 3, 2015.I canceled my 3rd party provider. Fast forward to today I am reviewing my bill and I see a 3rd part power supplier by the name of Respond Power, LLC. This concerns me because I do not have a 3rd power provider. after calling Respond Power, LLC I am notified that they see I canceled my account on December 3, 2015. Then I was reactivated in 2021 when they acquired the company. They have no information for me other than my name and home address, I was never notified of me being RE-ACTIVATED. I requested all fees be returned to me because i should have never been on their power plan. They refuse any assistance in this matter and only offer to cancel my acount starting today. How is this acceptable?

  Business response

  10/27/2022

  To Whom This May *********************** is Respond Powers (Respond) response to BBB Complaint Number *********

  
  Thank you for bringing ******************************* concerns to our attention.

  
  Upon receipt of the BBBs notice, *** ********* concerns were immediately investigated. During our review, we found that ******************************* authorized the electric enrollment to Respond Power on October 27,2015, via Door-to-Door representative associated with DSS2. The account was enrolled onto a 3-month plan that included a fixed rate of 9.9 cents/kWh. Our records indicate that the account became active with Respond on December 1,2015.
  
  Please be aware that all change orders and records of customer authorization and switches shall be retained by the *** for a minimum of three (3) years.Recording of the marketing portion of calls may be disposed of six months after the call was recorded and need not be retained for 3 years. In accordance with this rule, Respond no longer possesses the *** that was conducted on October 27, 2015. Wed like to confirm that the account was never terminated and has been supplied by Respond for seven (7) years. Additionally, our records do not show ******************** contacted Respond on December 3, 2015, to cancel the account and has not objected or disputed any supplier charges which appeared on his monthly utility statements since his enrollment began. For this reason, the Company has deemed the enrollment and charges valid with no adjustments warranted.
  
  On October 13,2022, ******************** contacted Respond and requested to cancel the account. On this same date, a cancellation request transaction was submitted to the utility, and it was accepted with the effective drop date of 11/01/2022.
  
  Best regards,
  
  
  
  ************************* | Regulatory Specialist
  Respond Power Services
  ***** ********************************************************************
  

*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. ↩