Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is an electric company. They sent me a security system and wanting to charge me more. I never asked for this product. They have been refusing to send me a label to return the item. They have now charged me $372.03. Stating they are concerned this a sale to me. I don’t appreciate this harassment and force of a sale of a product I didn’t order, want or need. I am requesting a credit, and additionally, I $500.00 check sent to me as they compensation for their desire to waste my time. And their refusal to take responsibility for their error.

  Business response

  06/04/2024

  This customer signed up on that plan which was not eligible for solar buyback credits even though the customer, he then informed Rhythm five and half months after signing up that he had solar panels and had completed the interconnection process with the utility. It seemed he had not referenced the contract documents to understand what was included in each offer. We then swapped him to Rhythm's Solar Buyback plan as a courtesy, even though he had a binding contract for 24 months without solar buyback credits and gave him $240.29 in retroactive credit for the plan as a courtesy. A check was mailed 5/11/23. He kept the security system from the original contract.

   

  The term for the Solar Buyback plan was shorter than the original offer (12 versus 24 months) that gave him the no charge security system. When he cancelled at the end of the 12-month term, a Device Cost Recovery Fee was applied for $249 to recoup the cost of the customer not staying with Rhythm for the full term agreed upon for the free security system. Our customer support offered to waive the $249 fee if he sent the security system back (even used), shipping would be the customer's responsibility in this case since it is a recovery fee similar to any other product return, but he refused. We have since waived the fee as requested, but we will not be giving him hundreds of dollars for inconvenience. Nor waiving the energy charges rightfully due to Rhythm for energy consumption. Mr. Solis paid the outstanding invoice in full 5/22/24 and Rhythm refunded $249 back to his VISA 5/23/24. We do not believe any further action is warranted.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When I first signed up with this company I spoke to Norma and told her that I am a special need person with a profound hearing loss and that I would need a person with a male voice, no accent, who spoke clearly and did not mumble, on a hand held phone and that voip and headsets should never be used for me. Since then, I have been scolded and put to shame for lack of hearing. This is so wrong. Iris told me to leave if I do not like the system they use. The company hates those of special needs and is not is ada compliance.

  Business response

  12/21/2023

  Ms. ******** protrayal is inaccurate. Rhythm has tried to assist in all her asks but she insults our customer support agents for their accent and/or gender.
  She has opened two complaints with the Texas PUC and Rhythm was found to have acted consistently will all commission rules in both reviews.

  We take customer quality of care tremendously seriously so Ms. ******** ever interaction with Rhythm has been fully reviewed and in all cases Ms. ****** could respond to agent questions, clearly indicating that she understood the words being said but would yell back that she wanted a supervisor who was male and did not have an accent. Additionally, the subsequent language used by Ms. ****** when someone female or accented tried to help her exceeded the bounds of decency.

  We have offered her the opportunity to seek service from another provider without assessing an early termination fee because she has voiced dissatisfaction with our Care.

  Customer response

  12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  I need for you to forward this to the business asking that they accomodate special needs and to let me hear.

  
  
  Regards,
  
  
   
  

  Business response

  12/26/2023

  Ms. ****** has been provided care by phone when she called, and we have asked repeatedly to interact by email if that is easier for her. She was able to interact by email, but then chose to keep calling and voicing complaints about hard of hearing. This complaint does not align with the responses Ms. ****** gives the agents' questions in reviewed call recordings that show she heard the question/answer fully and responded in kind. It is clear she can hear but does not want to speak to anyone female or with an accent and has used derogatory language with our Care Team to that effect.
  
  Thank you,
  
  Jen *******
  Senior Director
  Operations and Customer Care
  (281) 961-****
   
   
  

  
  

  Customer response

  12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [I use amplified phones for profound hearing loss that are 55 amps and which are not compatible to stay at home phones or voip internet based phones. 

  Background noise, headsets, most female voices are difficult too.

  I did talk with Jen at Rythym who did agree to talk with her techology team to see if anything can be done for better communication.

   

  Email and text are not an option.

  
  Cindy

  
  
  
   

  
  

  Business response

  01/02/2024

  Good morning, I have been working directly with Ms. ****** and spoke to her several times last week. We were able to fully communicate and I have given her my personal cell phone as her point of contact to provide a form of handheld phone as she requested. She seemed satisfied with the approach so this subsequent response is confusing. Can you please confirm that Ms. ****** still has concerns? If so, Rhythm would like to move forward with mediation if necessary.

  Customer response

  01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

  Jen has been a gem. She has gone up and above for me and has agreed to be my contact. 

  I do understand that the previous customer service reps do not understand how difficult it is for a hard of hearing person not to hear on voip and the stresser. 

  I have had a long time with Jen, and, it is far more workable by far. I thank Jen for going up and above to make this happen.

  I am sorry that the other email from them came before this as yes Jen, I am please with you and you also have a good low voice that I can understand. 

   

   

  
  
  
  
   

  
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August of 2023 I called to renew my contract for my electricity and they put me on the simply green 36 plan at 8.55cents/kWh and they told me it would start on09/27/23 which then I moved on 10/05/23 I believe so I moved my same electricity to my new address and they told me I would remain at the same plan that I had just renewed. Now I see on my bill that they have been charging me at my old plans rate Texas flex which is a higher rate. I called them and they state they do have the notes where I switched to a lower rate but they are not wanting to resolve and credit my bills

  Business response

  12/18/2023

  Ms. ******* processed a transfer of service on 9/7/2023 after renewing service at the prior address on 8/29/2023, but that renewal contract had not started yet when the transfer was processed. No renewal was processed on the new account so that is why the service address went on to a month-to-month rate. Rhythm has re-rated the new address to reflect the intended renewal offer and provided a rerate credit of $609.95 on 12/1/2023 and the renewal plan shown in the screenshot attached for the prior address is now reflected on the new account. We apologize for the misunderstanding and opportunity to remedy for the customer.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 19 I was supposed to move into an apartment and requested to start service with Rhythm (as that is a requirement to have services before you move in) at 1:13pm I received an email stating "Your all signed up" I decided not to move into the apartment, I never received keys nor did I move it. On July 19 requesting the service to be cancelled. On July 20 I spoke with a representative over the phone and officially cancelled the service. I received an email on August 1 with the subject line "sorry to see you go" Rhythm is trying to extort me for an apartment that I never moved into and wants me to pay for services from July 19-29 even though I cancelled the service on the 20th for an apartment that I never even stepped foot in. I should not be expected to pay for a service or energy that I did not use.

  Business response

  08/24/2023

  Hi Jessika,

  Thank you for reaching out through BBB and we apologize for the inconvenience caused.

  We have waived the charges for the apartment you did not move into. To clarify the question of why the charges are valid- the intended address was enrolled as requested and Rhythm ended service as quickly as it was able.

  That still left usage because the new tenant moved in several days after the address was incorrectly enrolled. Rhythm incurred charges for the electricity used during the period because the cancellation took several days to complete since it required interactions with Rhythm and the prior electricity supplier. Rhythm has waived these charges to you as a courtesy since you attempted to cancel as quickly as possible.

  Your account reflects a $0 balance and is fully cancelled.

  Please let us know if you have any further questions or concerns.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently renewed my plan back in April and thought I was receiving the same plan. Upon receiving my first bill I noted that my bill jumped from $50.00 to 182.00 then to 275.00. I contacted the customer support team via email and also phoned advising them that my plan did not renew as the same plan; but renewed at a higher rate. It was at this time that I learned that my original Rooftop buy back plan was conveniently phased out before. I renewed my plan. The new rate is exteremely higher and not affordable. Secondly, I was advised by an unknown customer service representative that my Solar Panels are not producing enough energy to support my home; which I never heard before my plan was switched. I have asked several times exactly how much KWatts my panels are producing as ******* ***** nor Ken ****(**** ******** the salesperson has not been responsive for the past 6 months to my capacity concerns.

  Business response

  07/21/2023

  Hi Kimberly,
  
  We have swapped you to the plan requested (contract terms were sent to your email automatically).
  Rhythm has re-rated the billings on the renewal to the plan above. The change from $50 to $200 bill is also seasonal because panels perform best in the spring when there is lots of sunshine but low A/C use.
  I have included the math behind the rerate (attached) to see how the new rates compare to the other renewal plan across seasons. $90.80 in Rhythm Rewards represents the delta from the last two bills.
  We have added another $50 in Rhythm Rewards to help transition to the new bill structure as requested. This is a one-time accommodation that we had to get special consideration for.
  We placed an Early Termination Exemption on the account so that should you find a plan that better suits your needs from a competitor, you can switch to take advantage of those terms at any time.
  
  Rhythm takes our Customer Experience very seriously, but we show no record of this account contacting our customer care to discuss the new plan prior to receiving the first full bill post-renewal on 6/9/23.
  Please provide this date/time of conversation so we can review it.
  
  Thank you for reaching out so we could find a current plan that suits your needs. 
  Rhythm has not offered the plan you originally enrolled on for quite some time. The term lengths provide customers with price protection for that period.
  Just like at the gas pump, the electricity price changes constantly and Rhythm has adapted its plans to better reflect the current economics.
  The renewal contract included in the email confirmation had the new terms of the contract as well as the terms being visible on the Rhythm website prior to renewal in the same way that the terms for Solar Buyback Select 12 were reviewed more recently.
  
  In terms of the value of the solar panels, it is true that Rhythm cannot see your total production, we have visibility into the meter which is the amount of power consumed from and pushed back to the grid. As more people have panels, there is a greater supply of solar being pushed to the grid at the same time which means that the value of that kWh is lower (greater supply with same demand = lower price). Your solar installer, which Rhythm is not affiliated with, should have provided an app that lets you see the readings on your inverter. That represents the total production before much of the power produced by your panels is consumed by your home. Generally, you do not want a lot of excess energy to sell back to the grid because self-serving (not needing to pull consumption kWh from the grid) is the most economical part because it avoids retail electricity costs. Generally, buyback rates are less economical than the cost of the additional panels. Rhythm's plans have changed because the most expensive electricity is now late in the evening when it's dark, not midafternoon when the solar panels are producing. A storage solution may help balance your home's economics more directly.
  
  Please feel to reply directly to this email or give us a call if you would like to discuss anything above in more detail.
  

  Customer response

  08/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I have recived yet another bill for 278.00 from this establishment.  KH
  

  Business response

  08/22/2023

  The customer was informed that her bill was a result of the increase in usage due to high temperatures since it is summer in Texas. These reads have been reviewed and verified. Rhythm allowed her to change plans as she requested (provided the resulting re-rate) and expressly warned that this would not address the high bill concern since that is being driven by the customer's actual meter readings. Rhythm would like assistance resolving this concern with the customer since there is no quantitative or contractual basis for reducing the charges due.

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   The usage did not increase; but rather the original plan was removed quietly removed with no warning/communication prior to me renewing my contract. the thermostat is always set at the same temperature and my AC unit was serviced  adequately during my original contractI have opened up a complaint with the Federal Trade Commission to address issues with Rhythm and also  ******* *****.

   

  My bill went from $50.00 to an astronomical amount. 

  
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I didn’t get 2 months free, and my bill suppose to be the same for 24 months and it’s not going to be that.

  Business response

  06/23/2023

  Rhythm reached out to the customer and explained the terms of contract. Rhythm reviewed the Rhythm Rewards options but the customer had not qualified for those promotions. The customer is reviewing their options. Rhythm has a 30-day Test Drive that allows the customer to cancel without an Early Termination Fee during the first 30 days for any reason. We have also given the customer additional plan options that she can swap to if any are a better a fit. There didn't seem to be a core dispute, just desire for more information which Rhythm has provided. We will action any subsequent requests from the customer and don't believe any further action is warranted at this time.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I enrolled into this company I was told my energy production would carry over month to month ;however, I just left the company because of extremely higher prices. Due to this, my carry over production after completing their contract is being kept for their profit. They refuse to refund to me an over production of electricity in the amount of $10.94. This amount is noted on their 03/30/2023 bill inv # ********. This amount is due to me since I produced it . In the event the situation was in reverse they would of made a collection on me and report it to the credit bureau. I would appreciate an investigation on this matter since it does not appear justified .

  Business response

  04/06/2023

  Mr. ***** signed up with Rhythm on a solar buyback plan. At the end of his contract, he chose a different provider instead of renewing with Rhythm. There was $10.94 of Solar Buyback credits that can be applied to Rhythm invoices but have no cash value per the terms of the plan. Mr. ***** wanted that value returned to him by check which would be a cash value ask. Rhythm has made an exception and is sending a check for the $10.94 to Mr. ***** as a courtesy but emphasizes that Solar BuyBack credits do not have cash value. We appreciate Mr. ***** choosing Rhythm for his prior plan and hopes he will consider Rhythm in the future.

  Customer response

  04/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Misleading written information regarding Referring a Friend reward program. Their website states “Referred customer must enroll in a non-Solar Buyback Plan of 12 months or longer.” However they don’t offer any other plans other than the one which is for 12 months. I feel this is deceptive, if they had not added on “of 12 months or longer” and offered other plan options I would understand why they refused the referral. I’ve attached a screenshot of the statement.

  Business response

  01/19/2023

  Thank you for the feedback on the wording. To clarify no solar buyback plan is eligible and the plan the person enrolls on must be more than 12 months.
  The screenshot shown is fully public and our Rhythm Rewards program has certain constraints but as you have listed, they are minimal.

  We understand the disappointment that solar plans are not eligible for Refer-a-Friend but there are a few reasons for this.

  The main reason is that solar buyback customers are already able to earn bill credits on the energy they sell back to the grid and Rhythm already partners with solar installers for many referrals so we don't want those initiatives to overlap.

  We do not agree that the current form is misleading as it is both longer than a 12 month term and non-solar plans. The solar product suite is inconsequential.

  That said, we appreciate the feedback and will get with our teams to see if there are alternative ways to say this.

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I still feel your statement online is misleading and you don’t give your customer a choice to get a different plan as you only offer the 12 month one. 
  
  Regards,
  
  
   
  

  Business response

  02/06/2023

  Good morning,
  We believe the language quoted by the customer in the terms of the program indicates clearly that she is ineligible to refer solar customers or customers who choose a term less than 12 months.
  The complaint filed by the customer affirms that she understands that the terms make her ineligible but she wants to be able to refer people.
  We do not offer Refer-A-Fried to solar customers because many come through solar installer relationships so this avoids a conflict between the customer's and installer's relationships.
  Thank you,
  Jennifer

  Customer response

  02/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I still feel their statement is misleading!!!!!!!
  
  Regards,
  
  
   
  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 22nd they withdrew through the automated system as we are scheduled to pay automatically every month 85.26. and the bill that they just sent service date to December 2nd through December 15th shows that we have a previous balance of 9836 how is that even possible if we are paying automatically and it does not even match the amount they even withdrew. This bill shows that we have a current balance of $155.23 with an invoice day of December 18th how is that even possible if you withdrew an amount on December 22nd also it will not let me preview the last bill that was issued it reflects the same bill there's definitely double billing that's going on and definitely an error I attempted to call and they hung up on me the person that I was explaining must have been frustrated and just hung up on me at this point I want everything submitted to me in writing I want copies of the actual bill that won't allow me to open I've included the copies of the previous bill that shows an amount that was due for 9836 invoice day of December 4th 2022 again we have automated billing how is it that we have a previous balance when you withdraw automatically I canceled it this month until they can explain and detail how did they come up with these amounts. I've never had an issue until I canceled my contract with him now I'm being double billed and supposedly they have past balances that's not possible. I have included what the online amount shows reflects which is different from the bill that you issued which I do not have a previous balance because you withdrew on December 22nd..please advise and explain

  Business response

  01/10/2023

  Ms. ***** was concerned about the balance forward of $98.36 on the 12/18/2022 invoice from Rhythm. There appears to be some confusion about the meter read schedule. Normally, payments were charged between the 18th and 21st because these were full billing cycles. Ms. ***** cancelled service with Rhythm by switching to another retail electric provider on 12/16/2022. This triggered an off cycle bill that was sent on 12/18/2022 which was before the prior bill sent on 12/4/2022 was due. That bill was due 12/21/2022 so autopay wouldn't be done before that date. This explains why there was a forward balance on the final bill. There was a payment made on 12/21/2022 of $85.26 which, with the $13.10 in Solar BuyBack credits from the 12/18/2022 invoice, satisfied the $98.36. There was no double billing. Rhythm has included both a billing and payment history for reference. The remaining balance due of $59.97 from the 12/18/2022 invoice is valid.

  The inbound call issue puzzles Rhythm because we don't have a record of Ms. ***** interacting with Rhythm after 10/21/2022. We apologize for any challenges she had in contacting us. We are available Monday through Friday 8 am - 8 pm and Saturday/Sunday 9 am - 3 pm central time at 1-888-774-9846 and support@gotrhythm.com.

  We have included the documentation requested attached to this response and believe this answers all Ms. Lopez's questions. We are available for any further questions at the modes of contact listed above.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Someone stole my identity, I locked my information down because they continued to try and get credit cards in my name. Multiple places have denied this person because of the warning ** ******** *** ******, Rhytm opened an account regardless. When I contacted the company they were no help, and refused to shut the account down, even after providing all my information. They said they could not assist me because I did not know the person who stole my identities address. *** ****** ******* ** ***** ******, where ** ******** *** ******, refused to make a police report because I was not in person. I live four hours away and was visiting, and wasn't aware ** ******** *** ****** ***** * ****** **** ******* ********* ** ******* * ******* had a account with them. Because Rhytm refuses to remove this fraudulent account my credit is at risk, I just want this account disabled and my credit to remain in good standing.

  Business response

  09/27/2022

  Rhythm's credit check did not return any block for fraud so the service was enrolled appropriately. Ms. ******* contacted Rhythm to dispute the account creation and Rhythm returned the service location to its prior provider and has waived the remaining balance of $67.01 within a week of Ms. *******'s initial call. No reports have or will be made to external collections or credit entities for the unpaid service. We appreciate Ms. ******* informing us of the alleged fraud.

  Customer response

  09/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*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. ↩