Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Someone from your business, TPV360, came and forced me to sign paperwork and didnt give me any paperwork.

  

  Business response

  01/15/2025

  
  Response: Santanna Energy Services has reviewed Mr. Hills complaint and has taken the necessary steps to provide a resolution. On 12/10/2024, Santanna Energy Services confirmed the request to rescind Mr. Hills enrollment. As such, by 12/11/2024, the cancellation/rescission of Mr. Hills enrollment was completed. Mr. **** never began service with Santanna Energy services, nor is he pending any enrollment with us. The customer success lead attempted to call the customer on 12/19/2024 to confirm the recission but was unable to reach him. Santanna is displeased to hear that Mr. **** had a negative experience with one of our contracted Door to Door vendors during his enrollment and all appropriate actions to address this complaint with the 3rd-party vendor and the agent in question have been taken. Santanna notes that all appropriate paperwork including terms and conditions, third-party-verification receipt, and welcome packet were sent to Mr. Hills email and physical service address upon completion of the enrollment. A cancellation confirmation was also sent out to Mr. **** on 12/12/2024 verifying the success of his recission.
  
  

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Via a phone call, this company used manipulation tactics to lead me to believe they were partnered with/a section of Consumer's Energy company to offer us better rates on gas, and then used intimidation tactics also over the phone to get me to quickly sign their contract saying it would expire in a matter of minutes if I didn't sign while on the phone with the representative, after telling them I was unsure if I even had authorization to sign our company up for something like this. They reassured me that they were partners with consumers and this was normal procedure. Come to find out, that they have never been affiliated with Consumer's Energy, they are a separate entity. After that phone call initially happened on March 14th of 2024, I received a confirmation contract on 3/15/24 with NO SIGNATURES, which I declined to sign and send back to them. I switched us over to Kratos shortly thereafter, and received a confirmation of termination from Santanna on 6/14/24 that stated the only possible charge we would receive from cancelling would be $1. By July 2024, ****** was our supplier on our consumers bills. Just today, 9/26/24, I received a bill from Santanna for $915 for liquidation fees for cancellation of contract. I can not even fathom why this company would think they can charge us $915 in September over a contract that was cancelled in to June, after having sent us the confirmation of cancellation letter in June stating the only charge would be $1. All documents mentioned have been supplied to BBB. The only solution to this issue is for Santanna to retract the termination bill.

  

  Business response

  12/16/2024

  Santanna Energy Services has investigated the following complaint. The customer was enrolled via a 3^rd party Broker on April 5^th, 2023, authorized by the same signee, ***** ******. In March of 2024, the Brokers reached out again for a renewal since they were already almost a year into their original contact. A renewal was signed in March ********************************** June 2024, the customer cancelled due to switching to another supplier. On June 21, 2024, the broker asked Santanna for the Early termination fee estimate for this customer since they had cancelled. Once ********************** quoted the Liquidated Damages, the broker responded that a reinstatement was completed by the customer. A customer can avoid LQDs by reinstating their contract. In September 2024, the customer cancelled their contract again through their utility. Santannas contract lists the Liquidated damages clearly as it is based on the remaining load. The cancellation letter is automatically generated, and the binding contract supersedes the cancellation letter. In addition, Santanna directly sent the final Liquidated Damages fee in June following their cancellation. Attached are the contracts with the Cancellation terms and ETFs outlined. Our timeline shows that the customer cancelled their initial contract from April 2023 in June 2024, then reinstated that same month, only to cancel again in September of this year. As such, September is when the Liquidated Damages bill was sent out. Santanna outright denies any wrong doing with this customer but will waive the Liquidated Damages as a courtesy since we have not been able to come to a resolution with the customer.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My original contract was almost up with Santanna Energy Services. I received a notice in the mail with a new amount that was $153 a month ($123 more than what I was already paying). The notice said that if I didnt do anything to cancel or change my contract I would be automatically be renewed for this new price. I called and spoke with a representative that helped me secure a new contract price that was $33 ($3 more than what I was originally paying). The representative referred me to a 3rd party vendor that verified me (I have the confirmation number if need be) and I agreed to the new contract. Several days later (after my original contract had expired), I was contacted by the same representative and informed that they would no longer abide to my new contract price and that instead, I was automatically put on the $153 a month price.

  

  Business response

  09/27/2024

  On August 23, 2023, Mr. Adair signed up for an Unlimited Energy rate of $30 per month online. On June 24, 2024, 60 days prior to his contract expiration date, Santanna sent Mr. Adair a renewal notice indicating that his rollover Unlimited Energy rate would be $153 per month with instructions on how to opt out or renew to a different product. Mr. Adair called into Santanna’s customer service center on July 1,2024 and spoke to one of our representatives to inquire about the renewal notice and included rate. Mr. Adair asked why he could not renew for the $30 per month plan he was currently on. Our representative explained that as a new customer, we offered him a default unlimited energy rate of $30 per month that was only available to new customers due to not having any of his previous usage history available. The agent explained that now that he was up for renewal, we had enough of the customers usage history to determine which tier of the Unlimited Energy program he would qualify for. Based on his usage, the new rate for unlimited energy renewal was $153. Mr. Adair explained that per our terms, he qualified for the Unlimited Energy program based on his usage being under 30,000 kWh. Our representative clarified that he was still eligible for the Unlimited Energy program as his usage was under 30,000 kWh, but that his tier within the program, what he qualifies to pay per month, has changed based on the average of how much energy he has used and that the $30 per month tier was suited for customers who used less electricity than he was averaging over the year. Mr. Adair stated that he wanted to cancel but not at this time because he wanted to stay on his current $30 per month plan as long as he could. Our representative advised to call back to cancel after his next billing cycle and meter read on July 25th if he wanted to keep services a little longer. Mr. Adair acknowledged and agreed. Mr. Adair then called back on August 22, 2024, and spoke to another representative. He explained that his contract renewal date was the next day and because his rate was increasing, he wanted to discuss rates. The sales representative he spoke with mistakenly enrolled him in a $33 per month plan as a new customer which is the same plan he signed up for last year. This rate, like his initial one, is designed for new customers who we do not have usage information for and who do not already have an account with us. The enrollment was subsequently rejected by the utility due to the duplicate existing account number since he had to enroll as a new customer to receive this rate. On August 27th, 2024, that same sales representative gave Mr. Adair a call to let him know that the enrollment for the $33 per month Unlimited Energy Plan was rejected. She went on to explain that his initial rate was designed for new customers that we don’t have usage history for and that the $153 per month he was quoted in his renewal was based on his actual usage. Mr. Adair expressed frustration that we waited until after his renewal to reject his enrollment, as he had now renewed for the $153 rate. Santanna understands Mr. Adair’s frustration but denies having rejected his enrollment to keep him on the higher renewal rate. The renewal, as stated in the notice, is automatic unless the customer decides to cancel or switch. Santanna does acknowledge that the second sales agent erred by offering him a rate he didn’t qualify for and enrolling him as a new customer when he was already active. We have taken the steps to correct this and ensure another error like this does not occur. On September 27, 2024, Santanna’s Customer Success Lead was able to get in contact with Mr. Adair to explain the situation and find a resolution. She explained the error, the reason for the rejection, and how the different tiers within the unlimited energy program are determined and where he fit into them. Understanding the customers frustration and taking accountability for our error, Santanna was able to offer Mr. Adair a different Unlimited Energy rate that satisfied the customer while taking into consideration the customers usage. Mr. Adair agreed to the new rate which was processed during the call and thanked us for the explanation and resolution. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December I received a bill for services as my gas utility - Approximately $168. I NEVER authorized Santanna Energy to take my service from NICOR. Santanna highjacked my account and the only contact I ever had was a bill.I have requested Santanna to change my account back to NICOR and to remove me from all further contacts (phone and mail). Highjacking an account without the customers knowledge is a Fraud of the highest order.

  

  Business response

  03/01/2024

  Our records indicate that ***************************** has been a Santanna customer since signing up on June 26, 2002. Santanna has been consecutively supplying Mr. ******** *** since service began on 7/19/2002. Our invoices are all generated on ********* monthly statements that are sent to ******************. 

  On 2/15/2024, per the customers request, we issued a cancellation for Mr. ******** account. The cancellation was approved and our last day of service for his account was 2/16/2024. Our customer success lead has tried to reach out to ****************** via phone call to provide him with this information and confirm his enrollment details, but was unable to connect with the customer. Since ****************** has requested no further contact, we have removed him from all future correspondence and call attempts at this time. 

  We politely reject any allegations that we have committed any act of fraud on Mr. ******** account. We have taken steps to reach out to the customer to confirm this and have complied with his requests for cancellation and no further contact going forward. We sincerely apologize that ****************** is not satisfied with his experience, but hope he is satisfied with our compliance in a resolution for him. For any further assistance, ****************** can contact Santanna directly at ************. 
  

  
  

  Customer response

  03/01/2024

  Complaint: 21303759
  
  I am rejecting this response because:

   

  I have been receiving and paying bills from NICOR for my *********** since I moved into my home in August or 1996.

  The first bill - or any other contact I recieved - from Santanna Energy was in December 2023.   I do not know what record they are looking at - but their response does not coincide with reality.

  
  
  Regards,
  
  *************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Mother, *******************************, age 80, was suffering from Dementia and was fooled into using ******* Energy and then when we realized that they were charging her double for her bills she cancelled it. My parents got a letter in the mail stating that the service was cancelled. However, they continued to bill them and would have continued on all accounts if not for her passing away and the accounts having been closed. When I called to inquire, they said they were very sorry and would send to financial department for settling. They would call me back in 2 business days. The did not call me back. The following week, they then sent my Dad a letter saying they would cancel the services and that he would be charged a fee. I called them today and they gave me the same statement that they did not follow through with 2 weeks ago.

  

  Business response

  10/03/2023

  Santanna Energy Services has been in touch with ************ regarding her concerns with her parents accounts and have expressed our condolences in regard to the passing of her mother, *******************. ******************* was a customer with ********************** since 2017 with multiple renewals on multiple accounts and service locations on file. We can confirm that on January 2023, 3 of Mr. and ******************* accounts had issued cancellation requests from their respective utility, DTE Energy. 2 of 3 cancellation requests were successful.  However, 1 account, the one ************ brought forward in the complaint, was never cancelled due to the utility rescinding the cancellation request which reinstated the account. That account remained active until ************ called on 8/31/2023 to let us know that the account should have been cancelled but they were still being billed. Santanna sent in a cancellation request to the utility that same day, and it was accepted on 9/5/2023 with an effective date of 10/18/2023. On 9/21/2023, Santannas Inside Sales Manager called ************ to discuss her concern regarding the account being active and her parents being double billed. Our inside sales manager apologized for the miscommunication around calling her back as she was promised on 8/31/2023, and explained to her that the account has been successfully cancelled.  Santannas Inside Sales Manager also walked ************ through the bills and charges to clarify that there were no instances of being double billed, explaining that Santanna Energy Services charges customers for supplying the energy to their homes, and their utility, in this case DTE Energy, has their own fees for delivering. Our Inside Sales Manager suggested that ************ call the utility, DTE Energy, to find out the reason why the cancellation was rescinded by them and to inquire about any credit she is seeking. Our Inside Sales Manager assured ************ that there will be no termination fees for any of these accounts and that she has set a follow up on 10/19/2023, the date after the effective cancellation date for this account, to verify that everything went through as planned. 

  Customer response

  10/03/2023

  Complaint: 20628239
  
  I am rejecting this response because:
  I believe the mistake in cancellation was a miscommunication between DTE and *******. This is not something my Father should be responsible for.  He or my Mother clearly cancelled the service, as is written in their letter to my parents dated Dec, 2022.  The ******* representative claims that I should call DTE and ask them what happened.  I already did this and they sent me to ******* in the first place.  I feel I am getting the run around.  The ******* representative clearly is familiar with this scenario and it is their responsibility to figure this out with DTE and refund the extra that was charged.   If the account was truly reinstated in January, why didn't they send out a notice as they did immediately (within 2 days) for the cancellation in December?  The representative claims that my parents were loyal customers since 2007.  This is how we treat our loyal customers??
  Regards,
  
  *****************, Dpoa *******************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A representative named **** in the ******** **** area, pounded on my door. He made it seem he was from *** and was fixing my bill, however he confused me by signing me up for Santanna. He stood there and I felt forced to answer questions on a call he directed to my phone. When the operator on the line asked me questions he stood in a demeaning manner and shook his head yes to me to answer yes to every question. I felt scared for what would happen if I didnt answer these questions for him. I was signed up for this service without a full explanation on what I was signing up for, with no knowledge on how I can cancel. I feel taken advantage of.

  

  Business response

  08/21/2023

  Santanna Energy sincerely apologizes for the negative experience **************** had. We have reached out to the customer and let her know that we have launched an investigation into her claims and have taken appropriate action internally to document this and prevent situations like this in the future. We also offered to process the cancellation of her enrollment, which we did at that time at her request. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A solicitor from this company used intimidation tactics to force my registration for their service at my door. He lied about the servicetelling me it was required to switch after 30 days of initiating utility servicesand he refused to step away during the confirmation process. The surveyor asked via phone if the representative had stepped away, and he hadnt, but he was stepping closer to me and mouthing say yes until I did. I was so afraid of what he would do if I said no or even shut the door. I felt like I had no choice but to obey him, or he would enter my home. He would not leave my doorstep until I signed up. He at no point asked if I wanted to switch; rather, he told me I had to. There is no reason employees of this company should be allowed to use flirtation and aggression to get customers. It is unfair and predatory. I demand my service be cancelled without paying the $200 cancellation fee.

  Customer response

  07/31/2023

  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.
  
  Regards,
  
  Taylor Treeger

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started using this energy company a few years ago due to our high bills, thinking it would lower them. It did for about one year. We were actually very happy with him. And, this past year, we started looking at rates around our renewal time. It seems that their rates are actually higher than the rates that we can get from Duke Energy. Because of that, when it was about a month before our renewal, we tried contacting the company over and over. Between my husband and I, we probably spent about four hours on hold on different occasions. They only have certain hours, and there is no email address that you can contact them on. On the day before our renewal, we were starting to panic, so we called them on speakerphone together. We literally were on hold for almost 40 minutes, then it would start ringing, then it would immediately hang up with no one answering, and no messaging service. Because they are only open certain hours, and we both work full-time, we were not able to spend that kind of time on the phone constantly, so eventually we just gave up. That means we are currently stuck in a contract again with them. It really did seem like they knew exactly what was happening. Im not sure how, but the fact that we were on hold for hours on end, and when it would finally ring someone would hang up, seems very suspicious. They still are not able to get a hold of them to cancel, and I certainly dont want to have to pay a fee because of their negligence. We are very unhappy with them at this point, because their customer service is awful.

  

  Business response

  06/07/2023

  Santanna apologizes for any issues Mr and *************** had attempting to communicate with us. Our business days are indeed Monday-Friday 7am-6pm CST and we can be reached at **************. We understand that can be tough for people to reach ** as they align with standard working hours. We also have a customer service e-mail address, *********************************************** that is monitored during business hours as well which adds a little more flexibility. Santanna was able to reach out to *************** and process that cancellation for her with ease and without any early termination fees.
  
   

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A former shift manager (not the owner) at Travelers Wine Bar LLC signed up for ******* Energy Services on 6.23.2021. First of all she was not authorized to sign Utility Contracts or any other contract. We have since sold the business to another party and they are starting a new account in their name with ************* So, shouldn't have been a big deal. We called to cancel the service and they said it would take 2 months because of *********** being slow and we would continue to get billed. We also asked about transferring the account to the new owners and were told "No, they will have to sign up as a new account." Then they sent ** an invoice for Liquidated Damages of $721.84. They said we need to call *************** LLC. When we called ************** LLC several times and we did not get a response. We called ******* and spoke to the renewals department because that was the only way we could speak to someone. We spoke with Umer operator #**** and asked what the charge was for. The man stated that thats the charge since you went over **** units in a year, and you must pay it for cancelling before the end of the contract. It clearly does not take 2 months to cancel with any Utility and ******* supposedly states that you can cancel at anytime without Penalty.They clearly take advantage of their customers based on everything I read with excessive billing and listening to their agents strong arm payments out of people.Something needs to be done to protect the consumer.Business response 03/01/2023 , Santanna allows customers the option to renew early halfway through the contract, and ******** customers can cancel anytime without a penalty. For further assistance, **************** can contact Santanna directly at ************.

  

  Business response

  05/24/2023

  Santanna has contacted this customer to resolve this issue. Typically, once a business is sold, Santanna will waive any liquidated damages so long as they provide ** with a copy of the final bill. Santanna reached out to this customer letting them know of this policy and they stated they will provide ** with that bill. Once that bill has been provided, assuming the information is correct, Santanna will, in good faith, waive those fees.

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I find it concerning that they use this approach to collect money from customers and I hope they dicontinue the practice of sending bills and demanding payment when they are not entitled to it. It seems incredibly shady and I'm sure other people have paid. We reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company contacted us promising lower bills with any disruption in service. They are a CON!! Our bills continue to go up at rates NOT indicative of usage. They are based on a usage that we do not come close to using. They lied and smooth talked their way into an agreement that was dishonest from day one. This has nothing to do with energy prices, but is rather a money making scam. And now instead of working with **, they make threats of action due to cancellation and tell ** there is no way to cancel with them. Their ****************** do not go off script and are no help whatsoever. There should be a class action law suit or something. This company needs to be put out of business. We are a small not for profit that struggle for every dime. shame on ** for believing them. Shame on them for doing it!

  

  Business response

  05/04/2023

  
  We are sorry to hear ******************** did not have a good experience with Santanna Energy Services. There is no way to predict market fluctuations. ******************** signed up for a fixed rate plan and the fixed rate they received was below NICORs rate at the time. Santanna has reached out directly to this customer and successfully cancelled both their accounts with **. We understand the customers frustration and as such, have cancelled her plans with ** and waived early termination fees.

*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. ↩