Ambit Energy Holdings Reviews (%countItem)
Ambit Energy Holdings Rating
Address: 6555 Sierra Drive, Irving, Texas, United States, 75039
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omission of facts on the contract.
rep did not clearly state that changing the provider will result in a fee
i need the penalty fee to be waived when i cancel ambit energy
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over an applicable Early Termination Fee ("ETF"). Please review below:
A review of the account shows that the account was currently under Lone Star Core variable product. Please note, prices are subject to fluctuate with this month-to-month product.
Records show that on 05/18/2018, authorized account *** contacted Ambit to complete a product change. The Ambit representative discussed current products available and their details. One of the products discussed was the Lone Star Basic 12-month product in which the Ambit representative informed Ms. that if she were to choose this product, she could select another product with Ambit within 60 days if not satisfied without a penalty fee. Please note, the Ambit representative did not inform Ms. of being able to change Retail Electric Provider ("REP") prior to the term expiration without incurring an early termination fee. Ms. completed a product change to the Lone Star Basic 12-month product. Please note, the Ambit representative informed Ms. of the applicable early termination fee should the account be cancelled prior to the product expiration. In addition, early termination fee details are included in the product update documents sent to the customer upon the completion of the product change.
Records show that Ms. contacted Ambit on 07/10/2018 through our chat option to inquire on the product status. The Ambit representative informed Ms. of the above and confirmed that the customer had a period of 60 days to change product within Ambit without penalty. In addition, the Ambit representative informed the customer of the applicable early termination fee if the account is cancelled and changes provider prior to the term expiration.
Records show that on 07/12/2018, Ambit received a drop due to switch transaction informing Ambit of
the account cancellation the same day and switching to another electric provider. An early termination
fee in the amount of $203.30 ($199 + tax) was assessed due to the services being cancelled before the
term expiration.
On 07/17/2018, Ambit received an Inadvertent Loss ("IAL") request to have services regained. A back
dated move in request was sent to have services regained with Ambit from the date of loss and services
became active with Ambit once more.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that
Ms. was properly notified of an applicable early termination fee that would be assessed if services
were terminated prior to the term expiration. An adjustment has been made in the amount of $203.30
(ETF) as a customer gesture as services were regained. An early termination fee will be applicable should
the account be cancelled and enrolled with another provider prior to the term expiration.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
(The consumer indicated he/she DID NOT accept the response from the business.)
ambit energy rep crafted the explanation of the $199 fee as a penalty if cancel plan after 60days ad no fee if under 60days. there was NO further explanation of ANOTHER $199 termination fee.
Another conversation took place much later, Ambit rep put the blame on me for not asking more questions. it is the responsibility of the speaker to properly communicate all details without omission or ambiguity.
Ambit Energy Rep had ALL THE INFORMATION and intelligent and the responsibility to communicate correctly but did not do so. that is bad faith.
In response to the above supplemental information received, records show that Ms. contacted Ambit on 07/10/2018 regarding to the applicable early termination fee if the customer switches electric provider prior to the term expiration date. The Ambit representative retrieved and played back the renewal call completed by Ms. to listen and review. The call recording did show that Ms. was informed of an applicable early termination fee if the account is cancelled and switched to an alternate electric provider. In addition, Ms. was informed that if she was not satisfied with the chosen term product, she could request to change to an alternate product within Ambit without incurring any early termination fee or penalty fee. An early termination fee is applicable if the account is cancelled and switched to an alternate provider prior to the term expiration.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
Ambit Energy renewed my contract to a much higher rate without my consent or notification and doubled my bill!
Ambit Energy renewed my contract to a much higher rate without my consent or notification! I want my rate reduced to the previous rate for this last bill and do not want to pay any late, disconnection or discontinuance fee of any kind - because I have just switched to *** which starts in 5 days. The dollar amount disputed is for the unauthorized $243 June 2018 energy bill and for the $150 termination fee they are trying to charge me also! So because this is THEIR fault - I have NO emails or calls from them saying they were switching my plan or that it had expired - I want to pay only the previous rate payment around $150 and NO DISCONNECTION OR EARLY TERMINATION FEES!
I want a billing adjustment from $243 to $150 and a guarantee of NO TERMINATION FEE since I did NOT renew in the first place or choose the plan - but they did without my consent!
Customer Name: *** (***) ***
Account number: AXXXXXXX
Address: *** Round Rock, TX XXXXX
Mailing Address: Same as Service Address
Complaint #: XXXXXXXX
Attn: Mr. ***
Customer Assertion from Complaint Note:
Ambit Energy renewed my contract to a much higher rate without my consent or notification and
doubled my bill!
Ambit Energy renewed my contract to a much higher rate without my consent or notification! I
want my rate reduced to the previous rate for this last bill and do not want to pay any late,
disconnection or discontinuance fee of any kind - because I have just switched to *** which
starts in 5 days. The dollar amount disputed is for the unauthorized $243 June 2018 energy bill
and for the $150 termination fee they are trying to charge me also! So because this is THEIR
fault - I have NO emails or calls from them saying they were switching my plan or that it had
expired - I want to pay only the previous rate payment around $150 and NO DISCONNECTION
OR EARLY TERMINATION FEES!
Consumerâ??s Desired Resolution:
I want a billing adjustment from $243 to $150 and a guarantee of NO TERMINATION FEE
since I did NOT renew in the first place or choose the plan - but they did without my consent!
Issues and Resolutions:
A review of the account confirms that account holder *** was properly noticed, in
writing, prior to the expiration of his fixed rate term plan. Please find below a timeline of activity regarding the customerâ??s complaint.
In April 2016, records confirm that the account holder enrolled unto a twelve-month fixed rate
plan with a rate of $0.0882.
3/4/17: Records confirm that a renewal reminder letter (attached) was mailed, advising the
customer their current plan was set to expire if not renewed by 4/4/17.
*** NORTH *** STREET
SUITE ***
DALLAS, TEXAS XXXXX
2
3/19/17: Records confirm that a second renewal letter (attached) was mailed to the customer,
reiterating that their plan would transition to a variable product if not renewed by 4/4/17.
4/5/17: Ambit shows no record of a renewal request from the customer, nor do we show record
of returned mail in relation to the above referenced documents. As such, the customerâ??s plan
expired and transitioned to a month-to-month variable product as outlined in the attached Terms
of Service.
6/22/18: Ambit received a notice of cancellation for this account, with service cancelling the
same day. Please see below.
Please note, Ambit shows no record of the customer calling to inquire about the variable rate for
their tenure on the plan. Additionally, please note, the customer was not charged an Early
Termination Fee upon cancellation.
Ambit respectfully reiterates that the customer was noticed, in writing, prior to the expiration of their plan. No termination fee was charged, and the account is now cancelled with a zero
balance.
Sincerely,
Paul ***
Regulatory Compliance Specialist
XXX-XXX-XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Somehow this time I did not realize that my current plan had expired and They should give you a last resort red pop up notice when you log on just like they do when they are threatening to disconnect or discontinue service -how hard would that be??? and that would solve all problems because I have been a faithful customer for 5 years and NEVER missed a renewal or payment and they could not give me a discount of some kind or refund keeping this in mind! If they want to refund me $200 then I would be satisfied that they are an honorable company and they need to be willing to step up the needed actions to prevent this problem from occurring over and over with so so many people - not just me! Give us a red pop up notice that we have to click out of and acknowledge that we have read it! And give me some kind of refund for all these months of charging me for a sky high plan without my knowledge!!!
In addition to the response submitted on 7/3/18:
Please note, in addition to the two renewal notices (attached) that were mailed to the customer on 3/4/17 and 3/19/17, records confirm that email notifications were sent to the customer on 3/5/17 and 3/20/17. Please see below.
Additionally, records confirm that phone messages were also left for the customer on 3/13/17 and 3/27/13, reminding them that their plan was set to expire. Please see below.
Please note, Ambit also provided the customer's plan expiration date on each of their monthly invoices. Attached you will find the last three invoices mailed to the customer prior to their plan expiration. Below you will find a snapshot with the area highlighted.
Ambit respectfully reiterates that multiple notices were mailed to the customer in a variety of ways: mail, phone, and email. As such, no re-rate adjustments are warranted at this time.
Sincerely,
Paul ***
Regulatory Compliance Specialist
I told a rep I wanted to enroll in the free nights plan and without my knowledge he enrolled me in a higher priced plan and now they won't change it.
On March 31, 2018, I called Ambit Energy to set up electricity for my new apartment and told the consultant Juan F. Ledon that I wanted a free nights plan if they offered one. He told me they did and he would enroll me in that plan and set up Account Number AXXXXXXX for me over the phone. I assumed he did his job correctly and was not deceptive but turns out he LIED and signed me up for a different plan. I received my second invoice number 378E6K5 and it was higher than I expected it to be, I then noticed my Current Plan was called Lone Star Plus 12. I got on the website to see if this was the free nights plan and it is NOT the free nights plan it is a completely different plan than the one I asked for and agreed to. I called the customer service line to get my plan changed and they said the only way they can change the plan is if I pay a $199 early termination fee. I informed them that I was deceived and the only reason I was enrolled in this plan is because THEY signed me up for it even though it is not what I asked for. They then said I had 60 days to correct the plan and since it had been more than 60 days they could not waive the termination fee. They also said I confirmed it with a third party vendor. I did get a call after I got off the phone with Juan and if I did agree to it it was only under false pretenses assuming he enrolled me in the plan he said he was going to, I did not know the specific names of the plans until I researched them after getting my second bill. They deceived and tricked me and I would have never agreed to the plan they enrolled me in, I was putting my faith and trust into an established Texas company assuming they would abide by their mission statement:
"Our mission to be the finest and most respected retail energy provider in the country is built upon delivering
the best service and value to our customers, while hosting an honest, friendly workplace for our employees." said ***, Jr., co-founder and CEO, Ambit Energy.
There was nothing HONEST about what their consultant did and now they are trying to cover themselves with a contract that was agreed to under false pretenses. They HAVE NOT DELIVERED the Best Value and Service to their customers.
Unfortunately, this is the only electric company I can use at my apartment complex so I have to keep my electric plan with them but I would like to be enrolled in the plan I originally asked for: Free & Clear Nights 12 and I want the $199 termination fee they are forcing me to pay to do this waived since they are at fault regardless of the fact that it falls out of the 60 day free charge change window.
A review of the account confirms that Ambit received an online enrollment request from customer *** on 3/31/18. Per the enrollment documents that have been attached for your review, records confirm that the selected plan upon enrollment was the Lone Star Plus 12.
The Lone Star Plus 12 does not offer fee nights.
While Ambit can confirm that Juan F. Ledon is the consultant associated with Ms. account, we cannot confirm or speak to an off-sight conversation between he and customer.
Ambit will, however, grant Ms. wish to be placed on the plan that offers free nights with no cancellation charge for her current plan. Ms. is instructed to contact us at X-XXX-XXX-XXXX to have the change facilitated at her earliest convenience.
Sincerely,
Paul Colter
Regulatory Compliance Specialist
I am routinely charged an administrative fee of $1.07 on each. I decided to contact Ambit to inquire about the charge. The charge is for a late fee.
I was told my money would be refunded and the problem corrected. I received a refund of $1.07 and the late fee is applied on this month bill as well. This is fraud...
I would like my money refunded to my account and I don't want any more bills contain late fees that are not applicable to my service.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over billed late fee applied to her invoice. Please review below:
Records show that on 04/27/2018, invoice 319D0J2 in the amount of $132.29 due by 05/16/2018 is mailed. Ambit received a payment in the amount of $91.20 via ACH on 05/16/2018. Late fee in the amount of $1.07 was applied as the full amount displayed on invoice was not received. As a customer gesture, the billed late fee was removed for current and previous invoice.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that there is no current billed late fee on the account. Late fee penalties will not be applied in the future for invoice balances covered by its perspective due date. I attempted to contact Ms. to assist with the concerns referenced above and there was no response. A voicemail was left asking her to please contact me for further assistance if needed.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol Mijares
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. Mijares is a liar. I always pay invoices in full prior to due date. I proof of bills and payments. The bill each month has contained a late fee. I will seek legal counsel.
Please see attachment.
Do not choose Ambit Energy! This is my first experience in a deregulated power state so I was a little confused at first. I talked with an energy consultant and they chose a pretty good plan that worked well for a year. I missed the notices to renew my plan and went for 2 months on a variable rate and my bill shot up by 40 bucks. I called customer service and they were no help choosing a new plan. they told me my average usage and directed me to the website to choose a plan. after choosing a plan my bill went up by 50 bucks! When I called another Texas energy consultant for help, she told me that they hear these kinds of complaints about Ambit all the time. She also found a plan for me with the Transfer charges are included in the rate which Ambit does not include and change every month based on the delivery company. So now I owe ambit $200 in a cancelation fee because I won't go back with their service, even though I only had my new plan for a month.
Hello Mr.
I am sorry to hear that you had a negative experience with Ambit. Feel free to contact me here at the corporate office should you need additional assistance.
Sincerely,
Paul ***
Regulatory Compliance Specialist
***@ambitenergy.com
I was switched from my regular energy provider to Ambit Energy without any of my knowledge or my authorization. they have use my name and address and somebody else's email to switch me. they start sending me bills. I have spoken to them to cancel the contract in March,2018. the contract was canceled on March 25 and April 30 I spoke with another representative and was advised it will take seven weeks to receive a refund to be credited to my account, I was also assured that they will not send me to the collection and three weeks after my conversation with the agent I received a collection notice. my credit history has been compromised at this point because I was placed on collection with the company that I have never heard.
Product_Or_Service: Energy
Other (requires explanation) I am looking for my account to be credited and collection proceeds canceled and my credit history with all three credit bureau's to be cleared. I am also looking for $500 reimbursement for all the time spent on the phone.
After an investigation into the customer's account, it was determined that she will not be held responsible for the account or charges associated with this. Our Credit and Collections department has reached out to the outside collections agency to have the balance removed from the customer's name and will be removed from all credit bureaus in the next 30 days (the timeframe it takes to complete such request).
We apologize for the inconvenience caused and respectfully reiterate that the process has started to remove the balance as requested.
Sincerely,
Paul ***
Regulatory Compliance Specialist
Charges due to identity theft. Ambit agreed to remove charges but will not provide written verification.
Identity theft caused false charged on credit report. Proved false charges. company stated they would remove but refused to provide written proof that charges would be removed.
Letter stating false charges will be removed due to identity theft.
Records confirm that Ambit removed charges in the name of *** in the amount of $1,398.16 due to the customer being the victim of identity theft.
Please also find attached a statement on company letterhead confirming that *** is not responsible for the balance. As stated in the attached letter, the Outside Collections Agency will also provide written documentation that the balance has been removed. The customer should receive the notification from the agency within the next 30 days.
Sincerely,
Paul ***
Regulatory Compliance Specialist
I'm being billed 2 months at a time. I'm on a fixed income and only get paid once a month I don't know how this is fair.they said they will disconnect
Only want to be billed once a month
I only want to be billed once a month
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over invoice received. Please review below:
Records show that 03/12/2018, invoice 243J2E1 for billing period of 02/08/XXXX - XX/09/2018 was issued and mailed in the total amount of $152.38 due by 04/02/2018 (attached). Ambit received a payment in the amount of $154.88 via credit card on 04/02/2018.
On 04/11/2018, invoice 291B9A6 for billing period of 03/09/XXXX - XX/10/2018 was issued and mailed in the total amount of $95.92 due by 04/30/2018 (attached). Ambit received a payment in the amount of $98.42 via credit card on 05/02/2018.
On 05/10/2018, invoice 337G6K8 for billing period of 04/10/XXXX - XX/09/2018 was issued and mailed in the total amount of $104.62 due by 05/29/2018 (attached).
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that the customer was properly billed and was issued one monthly invoice. In addition, as shown in the invoices attached, the customer was not issued a billed invoice containing charges for 2 months.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
I Myself and my family have been customers of ambit since 2008 , at first I didn't understand how to read/understand my electric and gas bill provided by my utility company. I didn't know my energy charges were composed of Supply charges & Delivery Charges! I always assumed it was all one monthly charge. When I received my first bill, I thought I was being double charged, because my utility company in NY posted my supply & delivery charges seperate on page one, unlike previously- they added everything on a seperate page only posting one energy charge on page one. Ambit Customer service explained and educated me on how it all works! I value this company and its mission goal, they actually do right by its customers , even the ones that complain online, and boast to their friends, depriving them of a wonderful benefit. I love this company's ability to offer free energy also! I've since then decided to educate my family and friends on how it all really works and how to understand their monthly bill, and that now we can actually save money guaranteed in writing instead of being fooled by countless pseudo other companies offering bogus savings to fool you into contracts and ridiculous rates. I Understand the whole being used too paying these monopoly power companies is all coming to an end, and as a consumer I realized I deserved the right to give myself the time to learn how it all works!! I highly recommend this company because it's one of the few actually cares about doing the right thing - that is Help People!
Good Morning,
On behalf of Ambit we certainly thank you for you for being a valued customer. Your patronage is appreciated. Should you have any questions about your account or need assistance for any reason then do not hesitate to contact us toll free at X-XXX-XXX-XXXX.
Sincerely,
Paul C
Regulatory Compliance Specialist
***@ambitenergy.com
I want a refund the don't have business in my area
We spent $101.60 to join to save money on our electric and gas bill with no help contact or info of the company and was never told about a monthly fee of $26.60
I just want the money that was taken under miscommunication of the business I never saved a cent on anything.
An account review confirms that Mr. *** became an Ambit consultant in March 2018. Records also confirm that Mr. paid $101.60 for his starter kit and sign-up fee. To operate his consultant website, Mr. was required to pay a monthly fee of $26.60.
On 5/11/18, records confirm that Mrs. (secondary account holder) contacted Ambit to request a cancellation of the consultant account. The Browns also requested a full refund of monies paid.
Please note, as outlined in the Independent Consultant Application and Agreement (attached) that was provided to Mr. upon enrolling, Ambit disclosed that this transaction may be cancelled without penalty and with full refund if done within three (3) business days. Please find excerpt below.
Although the rescission period has passed, Ambit refunded Mr. his $26.60 sign-up fee. Please see below.
Ambit respectfully reiterates that Mr. did not qualify for a full refund, and as a courtesy, provided a $26.60 refund to the card that made the payment. The account is now cancelled.
Sincerely,
Paul ***
Regulatory Compliance Specialist
XXX-XXX-XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
They don't have service in my area the person who signed us up knew they don't have services in our area and just used us for a deposit.I certainly believe there are others tricked out ut of there money they don't service Nassau or far rockaway they have no business here.
Final Business Response /(4000, 9, 2018/05/29) */
Ambit became my electric supplier without my authorization.
I received electric bill of $100.49 last month and never received that much amount in the past. I just called to National Grid customer support and they told me that I need to call to Ambit Northeast LLC because they are service supplier.
I was shocked, how they became my supplier, I never sign up or authorize any other company to become my supplier. Then, I called to Ambit Northeast LLC XXX-XXX-XXXX and provided them my Ambit account number AXXXXXXX listed on the bill. They had correct address on file but wrong name, phone number and email address in my account. So the CSR ask for my contact phone number and I refused to give her. Today I called again and spoke with Michale 3388 and she gave me the complain id sqXXXXXXXX, my case is still under investigation and I never receive callback from Ambit about my case investigation. I provided them my name and phone number in my today call.
First I would like to investigate that how they got in my account without my authorization? and also want to dispute the charges on the bill $100.49.
If you need any further information, please call on my cell phone # XXX-XXX-XXXX
Thank you,
*** Imran
Close my account and refund the amount which I paid.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer
*** Imran ***. In his complaint, Mr. is expressing concern over having his services enrolled with Ambit without authorization. Please review below:
A review of the account shows that Ambit received an online enrollment on 10/25/2016 for residential National Grid account number XXXXXXXXXX for the service address referenced above. A Third-Party Verification ("TPV") was also completed on 10/25/2016. The account was enrolled in the Bay State Select Variable product in which prices are subject to fluctuate. Please note, there is no cancelation fee associated with this product.
Records show that contract documents were sent on 10/27/2016 which contained our Terms of Service
and Right to Rescind information (attached). Please note, Ambit does not have record of the customer
contacting Ambit regarding an enrollment dispute or request to rescind.
Records show that on 01/10/2017, a product change request was completed through My Ambit Energy
("MAA") online account to the Bay State Select 12-month term product with a fixed rate of 9.5000¢ per
kWh. On 01/02/2018, a document was sent to Mr. regarding the current product enrolled in. This
document served as a notification to the customer that his current product was about to end on
02/05/2018 and informed of options to complete a product change if desired. Please note, Ambit does
not have record of returned mail.
Ambit did not receive a response from Mr., therefore, the account transitioned to the Bay State
Select variable product. Please note, this product does not have guaranteed savings and prices are subject
to fluctuate.
Records show that customer did not contact Ambit until 04/09/2018 and requested a cancelation of
service. The Ambit representative immediately submitted a cancelation request that was accepted with
key date of 06/07/2018 (please see excerpt below):
Please note, Ambit does not have record of Mr. contacting Ambit during the life of the account
regarding enrollment dispute or billing inquiry.
Ambit regrets the circumstances that led to Mr. complaint, however, we respectfully contend that
Ambit had no reason to believe that the enrollment was invalid for the service address referenced above.
As a customer gesture, Ambit will complete a cost analysis upon receipt of the final usage. The cost
comparison will be Ambit rate vs Incumbent rate and if any refund amount is due it will be sent to the
customer in the form of a check or credit transaction to the utility.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol Mijares
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
I have 3 different Ambit Energy account locations. Ambit posted a payment to an incorrect account, cut off service and required fees be paid
A payment was mailed 4/24/2018 for $90.43. The payment was posted in error to another one of my accounts. Terriann was lacking in skills and it was not until I was finally elevated to Richard, supervisor, were the fees waived. My daughter is still without power at 4:14 pm CST and I am being quoted 24 hours before the service is connected.
I am trying to have my daughter's electric service turned on and to have the $15.03 fee, $40.67 fee and $125 deposit fee reversed. The fees are being quoted as being reversed although I am now faced with spoiled food and no where for her to stay this evening. Displaced daughter with her dog who was in a non air conditioned.
A review of the account confirms that a disconnection of service occurred on 5/8/18 for the premise: *** XXXXX due to non-payment. Please find below a timeline of activity regarding the customer's complaint.
4/7/18: Invoice - *** was issued to the customer, advising that her balance of $90.43 was due by 4/26/18. The invoice has been attached for your review.
4/27/18: Due to no payment received, records confirm that a disconnect notice was mailed to the customer. The letter, which is attached for your review, provided 5/7/18 as the final date to pay.
5/8/18: Due to not receiving a payment for the above referenced invoice, records confirm that a disconnect order was issued for this premise.
Records confirm that Ms. contacted Ambit to inquire about the disconnection of service and stated that she made the payment prior to the order being sent.
A payment investigation was opened, and it was discovered that the payment posted to a second account belonging to Ms.. The payment was transferred to the account the same day, and service was restored the same day as well.
Please note, the disconnect fee, reconnect fee, and security deposit associated with the disconnection were all waived. The account is now set up for automatic payment deductions, and the premise is energized with a zero balance.
Ambit regrets the circumstances that led to the customer's complaint and can confirm that all fees were waived as requested by Ms..
Sincerely,
Paul C
Regulatory Compliance Specialist
My husband and I have been customers with Ambit for 5 years. We also became Independent Consultants in order to bring another income stream into our lives. The customer service is great and renewing to stay on the annual Guaranteed Savings Program is very simple. We have taken advantage of this program every year.
Good Morning Ms.
We sincerely thank you for choosing Ambit as your energy supplier, and we are thrilled to have you represent us as consultants. If you have any questions or concerns do not hesitate to contact us toll free at X-XXX-XXX-XXXX.
Sincerely,
Paul ***
Regulatory Compliance Specialist
Upon extending a fixed price contract I was put into a variable plan at twice the cost. Company was not willing to address the issue.
Electric supply now in MA has supplier contracts. If you are in a fixed price contract and agree to extend how can you put my account into a variable contract at twice the cost. I was trying to remain a loyal customer. Based on usage I estimate my electric bill to double from $150 to $300. I am not alone in understanding of this unfair business practice.
I would like the company to keep me in my fixed price contract of $.0925 instead of the variable plan they put me in at $.18.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over experiencing an increase in rate. Please review below:
A review of the account shows that Mr. is enrolled for services with Ambit for residential electric National Grid account number XXXXXXXXXX for the service address referenced above. The customer was enrolled in the Bay State Select 12-month term with a fixed rate of 9.2500¢ per kWh. Please note, there is no cancelation fee associated with this fixed product.
Records show that on 03/29/2018, a document was sent to Mr. regarding the current product enrolled in. This document served as a notification to the customer that his current product was about to end on 05/02/2018. Please note, document also informs the customer that a new product selection needs to be made at least 10 days prior to the term expiration date to ensure that the utility product change timeline is met.
Records show that Mr. did not contact Ambit until 05/01/2018 to complete a product change to the Bay State Select 6-month term with fixed rate of 9.2500¢ per kWh. The Ambit representative immediately submitted the product update request, however, due to the utility's timeline not being met, the new product did not take effect immediately. As stated in the customer's terms of service, product change request not made within the requested adequate time would delay the start of the new product until the following billing period/s. As Mr. did not complete the product change within the adequate time, his account transitioned to the Bay State Select variable product. Please note, this month-to-month does not have any guaranteed savings and prices are subject to fluctuate.
Ambit regrets the circumstances that led to Mr. complaint. Ambit respectfully contends that the customer was properly noticed, in writing prior to the discontinuance of his original product. As a customer gesture, a cost analysis re-rate will be completed for time under the variable product upon the completion of the product change. The difference will be refunded to the customer in the form of a check or credit transaction to the utility.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the solution for the account referenced above but note there are 2 accounts which fell under this issue. Account XXXXX-XXXXX and XXXXX-XXXXX. Account XXXXX-XXXXX is the home of my 88 year old father. Can you confirm the above solution for this account as well? Or does a seperate complaint need to be filed? If both accounts will have the above applied - I AM COMPLETED SATISFIED WITH THE RESOLUTION.
Applied and approved for services on April 2. No services started.
On April 2, 2018 I applied to be an energy customer with Ambit. They agreed to start services immediately. I completed all their requirements, including the required phone verification of identity and paid the deposit. I was guaranteed same day service. On April 2, 2018 no services started. On April 3, 2018 I contact Ambit and was told that there was an issue with CenterPoint who is the electricity deliverer. I contacted CenterPoint and was informed that they were not having any issues and they they had never received a connection order for me from Ambit. I contacted Ambit back and the representative informed me that they were going through a system update and the order would be submitted and services would start. This did not happen. On April 4, 2018 I contact Ambit again because no services had been started. I was told they were going through a system update, but for sure my services would be started. I waited a few hours, and still no services. I contacted the company again and was told yes, two orders had been sent and services should start soon, including a safety net/rush order. The services still did not start. On today, April 5, 2018 I contacted Ambit and was told by Elizabeth that CenterPoint confirmed that they still had not received the order. She stated that Ambit was submitting orders manually and mine was somewhere in cue. This has been nearly 4 full days of no electricity. I have lost several items and was then told that Ambit does not replace items in the home, but they were lost because the company did not fulfill the electricity services as they stated from the beginning on April 2.
I am seeking to be reimbursed 350.00 for all items lost and the cost of securing other electricity while Ambit works out their system issues. I am also seeking a credit for the required deposit, any taxes and charges, and any same day service fees.
A review of the account confirms that customer *** contacted Ambit on 4/2/18 to request service to start the same day. Records confirm that a move in order was submitted the same day for Ms.. Please see below.
Ambit's electronic data interchange (EDI) vendor, ESG, experienced an outage to its systems on March 29th that continued through 4/5/18. During this outage, many retail providers were prevented from or delayed in executing customer transactions. Ms.' transaction was one of them.
Once discovered, a new order was submitted for Ms. with an effective date of 4/6/18. Records confirm that service started the same day.
As a result of the delayed order, please note that Ms.' $60.00 deposit will be waived and credited back to her account. Additionally, Ms. will not be responsible for a move in fee due to the delay in activating service.
Ambit regrets the circumstances that led to the customer's complaint and will ensure that the charges associated with setting up the account will be waived.
Sincerely,
Paul ***
Regulatory Compliance Specialist
(The consumer indicated he/she DID NOT accept the response from the business.)
During the process, I lost serveral perishable items that I need to know how to get replaced.
As a follow up to our original response, please note that the move in fee associated with Ms. enrollment was waived and not billed to her initial invoice. Additionally, records confirm that the $60.00 that Ms. paid as the first installment of her $120.00 security deposit was credited back to her account. The second $60.00 installment was waived as shown below.
I personally reached out to the customer today and spoke with *** (husband / secondary account holder). I provided the above listed information regarding the deposit credits and asked if he could provide receipts for the items listed in their original assertion. Mr. took my phone and fax number and stated that he would provide that information.
We will review the documentation immediately upon receipt and follow up with the customer accordingly.
Sincerely,
Paul ***
Regulatory Compliance Specialist
Ambit unlawfully charged a termination fee after convincing me to stay for a cheaper energy plan.
I have been displeased with Ambit for a while due to similar instances so after a friend referred me to Gexa energy who only charges 5.2 per kilowatts I thought that would be my saving grace to leave. When I called Ambit, the sales rep suggested I stay to avoid a termination fee and offered me a similar plan since I do not use very much energy. I agreed to stay with the company for a lower rate as well as avoidance of a termination fee, but got slapped with a fee anyways. I thought their website was hacked because I live in a tiny one bedroom with no washer or dryer so I did not pay the fee and waited for them to fix the issue. I got an email today stating I needed to pay the full amount or my energy service may get interrupted.
I am asking that Ambit fix the error to reflect the energy that I used. I will be returning to my residence in 1 hour April 1st and if my energy is off, I am also requesting that they offer to replace any food or hotel expenses due to having to take my kids elsewhere.
A review of the account confirms that customer *** enrolled for Ambit service under the Lone Star Select - 12 Month Term Plan with a rate of $0.079. The plan took effect on 7/17/17 and had an early termination fee of $199.00. Please find attached the sales agreement, Terms of Service, and the Electricity Fact Label with plan description that was mailed to the customer on 7/16/17.
On 2/28/18, records confirm that Ms. was enrolled onto the Lone Star Classic 6 ($0.0510) with the expectation that Ambit would waive the early termination fee from her previous plan.
Due to a manual processing error, records confirm that Ms. was charged an early termination fee on Invoice - 227F8D7 (attached).
However, on 4/2/18, records confirm that the early termination fee was credited back to the customer's account. Additionally, the customer's late fee penalty of $15.48 was also waived. Please see below.
Ambit regrets the circumstances that led Ms. to complaint, and respectfully reiterates that the customer's early termination and late fees were removed as requested. Also, please note, there was no loss of power at the above listed premise while the customer's needs were being addressed.
Sincerely,
***
Regulatory Compliance Specialist
They charge $10.00 cancellation notice. They claim they sent me notice of change of policy- not certified mail and we were away for that month. There customer service is pathetic- you wait on there line for ten minutes while you have to listen to repetitive elevator music.
In Galveston, many of the "consultants" are convicted felons hired by
Ambit has contacted Mr. to discuss his concerns further and the status of his account. Marysol M Regulatory Compliance Specialist, Ambit Energy
Our agreement was for 11-12 cents per KWH and in my FIRST bill I am being charge for 24 cents per KWH, this is more than double what we agreed.
We agreed for $.049 per KWH plus Destination charges quoted from $0.051 to $0.059, my first month they are charging me with $.24 per KWH and all they say is that was an estimate and they don't control the actual destination fees, that can not be right. We want to terminate the agreement but with their early termination fees it's going to be impossible, they only have a 3 DAY trial time with no penalization, but how can anyone know anything about an electric company in only 3 days!!!
We want to cancel our agreement which they are not honoring without penalization.
Attn: Mr. Lee Stallings
Customer Assertion from Complaint Note:
Our agreement was for 11-12 cents per KWH and in my FIRST bill I am being charge for 24 cents per KWH, this is more than double what we agreed. We agreed for $.049 per KWH plus Destination charges quoted from $0.051 to $0.059, my first month they are charging me with $.24 per KWH and all they say is that was an estimate and they don't control the actual destination fees, that cannot be right. We want to terminate the agreement but with their early termination fees it's going to be impossible, they only have a 3 DAY trial time with no penalization, but how can anyone know anything about an electric company in only 3 days!!!
Consumer's Desired Resolution:
We want to cancel our agreement which they are not honoring without penalization.
Issues and Resolutions:
A review of the account confirms that customer *** enrolled for Ambit service under the Texas Commercial 24-month plan, which offers a fixed rate and additional fees based on usage and demand. Please find attached the contract documents provided to the customer on 2/6/18.
Records confirm that Invoice - 227E3C6 (attached) in the amount of $377.62 was mailed to the customer on 3/2/18. The customer was billed his agreed upon fixed rate of $0.XXXXXX, while the remaining balance was attributed to the Transmission and Distribution fees that are triggered by the demand meter associated with the customer's premise. I reached out to Mr. today and confirmed that we will waive the early termination fees if he decided to cancel service. Mr. understood and had no further questions. Thank you.
Sincerely,
Paul *** / Regulatory Compliance Specialist / XXX-XXX-XXXX
Your company has to be,by far, the worst EVER.....Not only did we not save money,we were charged MORE, alot MORE than our regular carriers! the best part was when we cancelled in 2015, we had no idea we had a final bill too pay...when did we find this out? 2018! Right,3 YEARS LATER....and this little nugget of info was passed *** us by a collection agency...Now, I have cancelled many things in the past...most reputable companies make you aware of a final payment at the time of cancellation. Well, not these jokers...they wait 3 years,then wreck my credit. When I contacted them, they insisted I was repeatedly emailed and mailed this information...which is a total joke...I did a search of my email,which I have had since 2002...1 email from Ambit showed up..from 2016..after we cancelled...asking us to come back for bigger savings..Are you kidding me? Id rather poke my eye out...Now, 3 years later, I am forced to pay some phantom bill, I've never seen,and have my credit wrecked, because THEY say THEY have tried to contact me..for 3 YEARS??? Wouldn't you have turned me over in 2015? This is a total scam,from a complete sham of a company...Someone better contact me now,and explain how this is good business practice. If I ran my business like yours, I wouldnt have one...I've made sure to tell everyone I know about your "company"
Good Morning Mr. Lannon,
I apologize for your negative customer experience and would like to speak with you further on the matter. Feel free to contact me at your earliest convenience.
Sincerely,
Paul Colter
Regulatory Compliance Specialist
469-375-21892
03/14/18
This is the 3rd time we've called to complain about excessive charges to bill end results is were always customer is always wrong
Doesn't matter if Ambit Energy Company is at fault, Doesn't matter if your a good paying customer, Customer is always responsible for Bill and they expect you to pay it no matter how outrageously high it is!
Customer agent saw that we were being charged twice and the reason for that is because they have us paying for two different plans. And claim that that's what happens when u switch. I was told before changing my plan that I would be responsible for the previous bill which I paid and no other fees would be applied now I get a 416.44 dollar bill and now the stories changed. I'm being screwed out of money on top of that lets go back to the fact we're being charged twice. Still didn't reach a positive resolution only thing they can offer is a apology and say we're responsible STILL TO PAY. WHY????????????????????? how can I feel like I'm being scammed.
If not a refund they need to make the necessary changes to the account especially if they noticed we were being charged twice. what company still allows or demands a customer to pay outlandish bills?
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over experiencing an invoice increase. Please review below:
A review of the account shows that Ambit services the service address referenced above for customer Edgington Harmon. The account was enrolled under the Lone Star Select 12-month term product with a fixed rate of $0.0750 per kWh. On 12/16/2017 and 01/01/2018, term expiration notifications were sent to the customer to inform him that his current fixed product was going to expire on 01/19/2018.
Records show that Ms. contacted Ambit on 01/12/2018 and discussed products with an Ambit representative. The Ambit representative also provided details in products that could fit to the customers energy needs based on when energy is used the most. Ms. completed a product change to the Free & Clear Nights 12-month product which offers free nights with an applicable daytime rate of $0.1339 per kWh. This product took effect on 01/20/2018 upon expiration of the previous enrolled product.
On 02/06/2018, Invoice 187H2G6 in the amount of $394.64 due by 02/23/2018 is mailed (attached). The billed invoice was for billing period of 01/06/XXXX - XX/05/2018 containing actual consumption reported by the Transmission and Distribution Utility ("TDU") Oncor. The invoice displayed billed usage from 01/06/XXXX - XX/19/2018 under the previous product with a rate of $0.0750 per kWh as the previous product expired on 01/19/2018. The remaining usage from 01/20/XXXX - XX/05/2018 was billed under the new product elected on 01/12/2018 with the applicable daytime rate of $0.1339 per kWh. Please note, the customer was not billed double.
Records show that Ms. contacted Ambit on 02/12/2018 regarding the current invoice received. The Ambit representative informed the customer of the above. The customer was informed of the applicable early termination fee (199 + tax) if the current enrolled product or account were to be cancelled prior to the term expiration. Ms. was not satisfied with the current product enrolled in, so as a customer gesture Ms. was allowed to cancel the current product and select another product without incurring the applicable early termination fee. Ms. elected to be enrolled in the Lone Start Select 6-month product with a fixed rate of $0.0510 per kWh. The applicable early termination fee (199 + tax) was waived. The customer was also informed that due to the product change happening in the middle of a billing cycle, she would see days billed at the previous product rate and remaining days after the renewal of product billed with the new product rate. In addition, the customer was informed of payment options available if customer would need assistance with a payment extension.
Ambit received payment in the amount of $399.64 via credit card which covered the past due amount of $394.64 along with the electronic processing fee.
On 03/08/2018, Invoice 236E4J0 in the amount of $416.44 due by 03/26/2018 is mailed (attached). The billed invoice was for billing period of 02/05/XXXX - XX/06/2018 containing actual consumption reported by the TDU. This invoice displayed billed usage from 02/05/XXXX - XX/12/2018 under the previous elected product of the Free & Clear Nights with the applicable daytime rate $0.1339 per kWh and the remaining usage from 02/13/XXXX - XX/06/2018 was billed under the new product elected on 02/12/2018 with fixed rate of $0.0510 per kWh. Please note, the customer was not billed double nor incurred additional fees due to the product change.
Records show that on 03/14/2018, Mr. Harmon contacted Ambit inquiring on account and billing details. The customer was informed of the above. In addition, Mr. Harmon was informed on the usage increase reported by the TDU for his premise location. The customer was also informed of the invoice showing different applicable rates due to the product change happening in the middle of a billing cycle and was provided details regarding the billing dates with their applicable billed rate. Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that the customer was properly billed for actual consumptions received from the TDU under the applicable billed rates, therefore, no adjustments are warranted. In addition, the customer was informed of the applicable rates to be billed and displayed on new invoice due to the new product selection happening in the middle of a billing cycle. The account currently has a balance due in the amount of $416.44. Ms. is encouraged to contact Ambit for payment arrangement options if needed.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX. Sincerely,
*** Regulatory Compliance Specialist, Ambit Energy 972.813.039