Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 10-21-2022 I received the following via email from ***********************: "Thank you for choosing NOVEC ENERGY SOLUTIONS as your natural gas supplier. Your account is enrolled. Please visit our website www.novecenergysolutions.com to view/print the terms and conditions page..." On 1-26-2023 I emailed the sender of the above: "Would you please inform me of my current natural gas rate (cost $/Therm)? Your web site says "Typically, it takes 30-45 days from the date of enrollment to see NOVEC Energy Solutions reflected on your bill." I don't believe my rate is reflected on the January 18, 2023 bill. Also, what specifically will be the 'end date' of this enrollment?" 1-26-2023 email from ***********************: "Your rate was effective 12/31/22 so you should see your winter fixed rate of .753/therm on the next invoice. Your plan ends 10/31/23." 1-26-2023 email to ***********************: "Thanks for the expedient response. Why will it take over 10 weeks, vs the predicted 30-45 days, from the date of enrollment to see the new NOVEC Energy Solutions rate reflected on my bill? I also believe I signed up for the 1-year fixed rate option. Therefore, shouldn't the end date be one year from the start date and not 10 months?" 1-30-2023 email from ***********************: "I have updated your account, you are now at a fixed rate of .799/therm starting Feb 1st through Jan 31 2024." 3-17-2023 email to ***********************: "Would u look into my 1/14/23 to 2/13/23 bill, attached, as to why my rate is $0.95/therm for the entire period?" 3-17-2023 email from ***********************: "Ill take a look, sorry again for any inconvenience." I asked for status updates from ***** on 4-10-2023 & 4-20-2023 without any response to date.

  Business response

  07/19/2023

  July 18, 2023

  Attention: Dispute Resolution Team
  This letter is in response to your correspondence.
  *** ***** sent request for enrollment with NOVEC ENERGY SOLUTIONS (NES) on October 24, 2022. His account began billing thru NES as of his December bill. *** ***** signed up for a ONE YEAR FIXED RATE plan at $0.799 per therm or unit of gas. *** ***** was charged a rate of $0.95 for the months of March and April 2023, for which a credit of $12.92 was issued and applied to his account on his June 2023 bill. His rate was corrected at the same time credit was issued.

  Please contact me if additional information is needed.
  Truly yours,
  
  NOVEC Energy Solutions
  Customer Service Analyst

  Customer response

  07/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It is not true in fact and does not address all the issues raised in the complaint.

  The 1st sentence of the response ("*** ***** sent request for enrollment with NOVEC ENERGY SOLUTIONS (NES) on October 24, 2022.") is incorrect. Otherwise, explain how I received your email dated 3 days prior stating my application for enrollment was accepted. That implies my 'request for enrollment with NOVEC ENERGY SOLUTIONS (NES)' was sent, received, processed and acknowledged well before 21 October 2022. I cannot accept a factual misstatement as a satisfactory response.

  I also want an explanation as to why my accepted enrollment was not effective in the 30-45 day period stated on your website and took over 10 weeks.

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

  Customer response

  08/09/2023

  The complaint was finally answered to my satisfaction in the recent past.  Thanks for your help.

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to use NOVEC's "convenient" autopay feature and have missed two payments do to the service not working. I work shift and am unable to talk during business hours and there is not a good alternate way to get in touch with NOVEC. I just would like to know what and why an autopay program is provided yet does not work and causes my payment to be late. Wouldn't you want to be paid on time?

  Business response

  05/26/2023

  Dear ************

  Thank you for expressing your concerns about the autopay services.

  All auto-pay payment options will not take effect until your next billing cycle. On March 22, 2023, you signed up for autopay.  Your April bill printed on March 21, 2023, making the April bill not covered by your new autopay. You had to have signed up prior to March 21, 2023, to have Aprils bill paid automatically. This means your first auto payment would be drafted on May 15th.

  After reviewing your account, your account is up-to date, properly enrolled in our autopay program and scheduled for an auto draft on June 15,2023. On the top left corner of your bill, you can view the date your account will be debited. You may also view the date for your autopay on your ******** app or online at NOVEC.com.

  We apologize for any inconvenience you experienced. I have removed all late fees associated with the delay.

  Please let us know if you have any questions or concerns. If you are unable to call within our business hours of Monday through Friday between 7:45am and 5:30pm please feel free to email us at CustomerService@NOVEC.com anytime.
  
  Sincerely,

  **** * 

  NOVEC

• Initial Complaint

  08/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  NOVEC charged me a late fee of 35.00. On top of this fee they are charging a fee for not paying the late fee--15.00. They are also charging me a late charge of .49. This is fees on top of fees on top of fees. The first 35.00 fee was an error I had with my bank. The bill pay app used the wire transfer rather than the option that NOVEC requires. This caused the payment to be late. This is COMPLETELY unfair and unethical. Fees on top of fees on top of fees are unfair. Also I was NEVER notified that there would be fees. Also, they refused to listen to the situation with the bank and charged the 35.00 anyway!

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I sold my house and canceled my account with the, have the confirmation code, it was effective 6/30, I received what was suppose to be my last bill 7/14, which was auto debited from my account. I saw another auto debit 8/1 of $180.04 and I got an email saying I owe $60.91 that is due on 8/4. I never received any invoice from them, even though when I filled out their form, I gave my forwarding address and the post office is forwarding my mail. I have tried giving them a call, with their wait time I opted for the call back, I got a voicemail from them saying "sorry we missed you". I did not get a missed call on my phone though and have my phone with me at all times and it is linked with my watch.

*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. ↩