Hiko Energy

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Good Afternoon,
We received this complaint and have attempted to investigated this. We are unable to locate any account in our system under the name, address, or phone number provided in the complaint form.
If you have additional contact information for this customer, please advise.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In the last 3 billing cycles, even after adjusting the refund amount, net effect is that I had to pay $55 more than [redacted].
I am not happy with this because I did not get guaranteed saving for first 6 months.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
My Inline Reply to Business response
The customer enrolled on a variable rate plan
with two of HIKO’s incentives:1.
Savings up to 7% over the course of one year, and – They charged me more than 7% within 2 months, so I lost confidence on
them that they will not charge me more in following months.2. One
free month of energy supply after 12 months of services. – After
12 months I would have more financial damage than I thought of, so I have to
cancel my account with Hiko.The
rate that we offer is a variable rate. Unfortunately, due to the big increase
in the cost of the energy, our rate has gone up. 
Although we can't guarantee
savings every month, This is contradictory with "Savings up to 7% over the course of one year", so if they can not guarantee savings every month, I am not sure how they will guarantee savings over 12 months ? To prevent future losses I have to cancel my account with them.
it is always our intention to do so. On a variable rate
there will be times we can be higher or equal to the utility company’s rate.
The variable rate is determined by HIKO Energy, based on numerous key factors,
including current market conditions and climateBecause
we understand the customer felt misled by the sales agent, we issued a one-time
courtesy rate adjustment. They are ready to refund some of amount but still they are charging me lot more than PSEG. 
The account has been cancelled without penalty.
– I never told there will be any
cancellation charges or early account closing penalty.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: They double the amount inI will never ever use this company again. Me or any family members or friends. 

[Your AnTswer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
So let the record reflect that this "business" deems it acceptable to TRIPLE their rates at a time when no other energy provider did so. I plan on taking further legal action.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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The rate that we offer is a variable rate with savings over the course of one year plus one free month of energy supply after 12 months of services. Unfortunately, because of the extreme weather and other determining factors, the cost of electricity and natural gas skyrocketed this winter. Because we only offer variable rates, our rates went up to reflect our cost. We reached out to the customer by phone and informed we will be processing her free month of energy supply.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Today is 3/**/14 and I have not yet received check #[redacted] for $93.78 which Hiko said was mailed on 3/[redacted]/14. Also, they make no mention of the refund for the February 2014 overcharge of $158.61.
The February 2014 Monthly Statement states that the PSE&G charge would have been $69.59. Ten percent off that PSE&G charge, as promised in the original sales call in February 2013, equals $62.63. The Hiko Energy charge was $221.24. Subtracting: $221.24 minus $62.63 equals an overcharge of $158.61. I am still due that refund.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
At this time, my complaint, ID [redacted]regarding Hiko Energy LLC has been resolved.  They issued me a refund for two of my bills and I am currently waiting on the third.  
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

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Good Afternoon,
The customer enrolled her electricity and gas supply account on our monthly variable rate plan in October of 2013. Although she was on a variable rate, we kept our rates lower than the utility’s supply rates for most of the year. During the winter, however, the cost of energy skyrocketed, causing our rates to increase as well. As stated in our Terms and Conditions, our variable rate is based on the market, cost, supply and demand, and other determining factors.
However, because of this recent rate increase, HIKO has been experiencing extremely high call volume. Because customers were having difficulty reaching our Customer Service Department, we expanded our CSD over the past few weeks. We have representatives working around the clock to respond to all customer calls, messages, and inquiries.
On 04/**/14, we contacted the customer and informed her through her son, (due to language barrier) [redacted]that as a one-time courtesy a rate adjustment refund will be sent to her.
This customers electricity account was cancelled with us as of 02/[redacted]/14 and her natural gas account was cancelled with us as of 03/*/14 without any penalty.
A copy of this resolution has been sent to this customer.
Thank you.

Our call volume had drastically increased during the period the customer tried to contact us, but to ensure that customers are able to reach us, we have doubled our staff. Our records show our Customer Service Department spoke to the customer 02/**/2014 and 03/**/2014. We explained to the customer she had enrolled on a variable rate plan which offered six months of guaranteed savings over the course of one year, and one free month of energy supply after 12 months of services. Unfortunately, because this winter we’ve seen some of the harshest weather in years. The cold affected electricity generation systems, particularly natural gas, in the Mid-Atlantic and the Northeast such that supply weakened and prices skyrocketed, catching many homeowners and business by surprise. Because we only offer a variable rate our rates went up to reflect our cost. On 03/**/2014 per NJ Board of Public Utilities compliant we processed a one-time courtesy r ate adjustment and mail out a refund check of $117.10 March **2014.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We feel that by HIKO charging 3 times more than the local company in the coldest months of winter, is simply taking advantage.  It is hard to believe that 0.24174 per kwh s the market price compared to NYSEG at 0.078 per kwh.  And that by charging this price in the month after an estimated month, is simply taking advantage of people's  useage.  Most people could not even get to their meters the estimated month due to snow to read them.  So, therefore, the next month would be more, due to the extreme weather.
We tried to initially get in touch with HIKO and there was not even a Supervisor on the premises, and we were told there would not be one for a few days.   This in and of itself is probably bringing up the cost of HIKO by not properly running the business.  2 months later, and we are finally hearing from HIKO stating that they plan to do nothing about our bill for $877.53 bill for one month.  Keep in mind that electric is our supplemental heat.
We are not satisfied at all with this company and their resolution.  This matter has been filed with the Public Service Commission.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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Good Afternoon,
This customer enrolled on a monthly variable rate in April of 2013. Although he was on a variable rate, we kept our rates lower than the utility’s supply rates for most of the year. During the winter, however, the cost of energy skyrocketed, causing our rates to increase as well. As stated in our Terms and Conditions, our variable rate is based on the market, cost, supply and demand, and other determining factors.
The customers electricity supply account has been cancelled as of 04/**/14 with out any penalty.
After investigation, we have decided to honor this customer’s request and have adjusted her bills accordingly. As a one-time courtesy we have decided to do a rate adjustment refund.
A copy of this resolution has been sent to this customer.
Thank you.

The business has responded, please read below.
In regards to the complaint filed by [redacted], please see our position below.
This customer voluntarily chose to enroll in HIKO's variable rate service with no guaranteed savings for both her gas and electric supply....

Upon enrolling with HIKO the customer must complete a third party verification, which specifically details the terms and conditions of HIKO's variable rate service. 
The customer is also notified by mail from the utility explaining of the customers decision to change suppliers to HIKO. HIKO also sends customers a welcome packet with details about the variable rates, terms and conditions and other important information about the variable rate service they have chosen to participate in. The information also advises the customer that HIKO service can be canceled at any time without penalty. 
Although HIKO only offers a variable rate service, we endeavor to keep our rates lower then the utility through out the course of the year. As stated in our terms and conditions our variable rate is determined by the cost, current market, supply and demand, and other determining factors to supply energy to our customers. 
HIKO representatives spoke with this customer on two separate occasions recently to discuss her account, variable rates, terms and conditions of the enrollment and to cancel HIKO service at the customers request. The customer was instructed at that time to contact her utility company to clarify billing discrepancies and possible inaccurate meter readings. 
The customers accounts have since [redacted]n canceled without penalty and have now returned to the utility for both gas and electric supply. 
After reviewing customer’s complaint, terms of enrollment, and HIKO charges, we find that we have [redacted]n compliant with the terms of this enrollment. Unfortunately there is nothing further we can do for this customer at this time. 
If you have any further questions or concerns please feel free to contact HIKO customer service at ###-###-####.

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Upon thorough review of the enrollment, the customer gave full consent to the enrollment 12/**/2013 and agreed to the terms and conditions of the Third Party Verification recording. On 02/**/2014 two cancelations were submitted to BG&E. Electric account cancelation tracking # [redacted] and gas account cancelation tracking #[redacted]. The electric account was cancelled and never started with HIKO but the gas account never cancelled and will return to the utility 04/**/2014 (this end date is determined by BG&E). We will do a courtesy rate adjustment and refund the difference of what the customer would had paid with the utility (BG&E). We also reached out to customer via email of our final resolution.

Revdex.com:
At this time, I have not been contacted by Hiko Energy LLC regarding complaint ID [redacted].
Sincerely,
[redacted]

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Good Afternoon,
This customer enrolled on a monthly variable rate with no guaranteed savings. This was confirmed in the TPV recording and welcome packet.
We are doing a courtesy adjustment for this customer and will send her the refund that she requested of $158.00.
This account has been cancelled without penalty.

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Good Afternoon,
This customer enrolled with HIKO’s monthly variable rate with two of HIKO’s incentives – six months of guaranteed savings and one free month of energy supply after 12 months of service. We evaluated his billing history and found that each month, for six months, we were lower than his utility's price to compare. This current bill is this customer’s ninth bill.
As stated in customer’s contract, after six months of guaranteed savings, the rate will automatically roll over to a regular variable rate with no guaranteed savings.
Therefore, this customer is fully responsible for the full payment of this bill and no rate adjustments will be done.
Part of the cancellation process is determined by the dates that the utility company gives the suppliers. When Hiko submits a cancellation request, the utility company in turn provides the date that they (PSEG) will supply the customer’s account. This date becomes the cancellation date for the supplier.
This customer's electricity account has been cancelled as of 03/**/14 and the gas account will be cancelled as of 05/**/14 with out penalty.
A copy of this resolution has been sent to this customer.
Thank you.

In regard to the complaint filed by [redacted], please see our position below.
The customer is stating that an additional refund is owed after receiving a one-time courtesy refund. Customer states that the account was not canceled in a reasonable time frame. Customer states they could...

not get in contact with HIKO. Customer states they had been on a budget plan with the utility prior to enrollment with HIKO. 
This customer enrolled on HIKO’s variable rate in April 2013. We received a request from the customer to cancel the account within the seven day cancellation period. Although we only offer a variable rate, HIKO rates were lower than the utility’s supply rates for the duration of the enrollment. As a courtesy, a refund was offered and accepted by the customer on 10/**/13 as a settlement of this issue. 
The utility company was contacted in regards to the customers budget billing plan. The utility company advised " Third party supply charges are never included in our Equal Payment Plan amounts, they are a separate charge." The customer was advised to contact the utility company directly to get further explanation into this issue. Customer was also advised that the utility would re-rate and adjust her billing due to this error. 
The customer advised they could not reach HIKO.
Because of this recent rate increase, HIKO has been experiencing extremely high call volume. Because customers were having difficulty reaching our Customer Service Department, we expanded our CSD over the past few weeks. We have representatives working around the clock to respond to all customer calls, messages, and inquiries. 
We feel we have been compliant with the enrollment and at this point there is nothing further that we can offer this customer.