North American Power

Complaint: ***
I am rejecting this response because: I do not wish to re-enroll with North American PowerI don't want to pay for a service that I'm complaining aboutDoesn't seem like a reasonable reconciliation.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, Complaint #*** *** *** We apologize for any frustration or inconvenience *** *** might have experienced. Immediately after being made aware of her concerns, her mailing address was added to our “Do Not Mail” list It is important to note, that after an address has
been added to our DNM list, it can take up to hours before this request is updated within our database Should you have any further questions or concerns, please feel free to contact us directly. Sincerely, Compliance Department North American Power & Gas, LLC

Please see attachment of consumer documentation

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response Because I will be satisfied when I actually have a check in handOn numerous occasions they promised to send the bonus but we never received itOnce they deliver on their promise I will be satisfied.?
Sincerely,
*** ***

Hello,This
email is in response to the complaint filed by ***s Nelson - Complaint # ***
NAPG
does not take complaints in which a
customer claims they were misled at any
part during their enrollment lightly nor will it be tolerated? It is
clearly specified to all DTD representatives during their training that any
form of misrepresentation or the manipulation of the specifics of our product
will lead to immediate termination of one’s employment.? The DTD agent
implicated in this complaint has been removed from the DTD campaign while we
undergo a further investigation into this matter
Mr***’s account with NAPG have been cancelled and will return back to
his respective supplier.? Fortunately, the customer’s account never went
on flow with usTherefore, he has not incurred any supply charges from us nor will he in the future
We
deeply apologize for any inconvenience Mr*** might have experienced and
hope this response was meaningful and addressed the customer’s concerns
Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Complaint: This response does not in any way address the central concern reported to Revdex.com:? the deceptive business practice of North American Power, which has been well-documented to the Revdex.com by hundreds of other customers 1.? North American Power’s response regarding the claim of sending me a letter in no way constitutes “proof”:? this is certainly not proof.? Rather, it is a simple claim from a company with clearly deceptive business practices.? Also, North American Power does not provide an explanation as to why they ignored three (3) earlier requests from me on March 20, March 29, and April 5, for such proof 2.? North American Power’s response indicates that “In fact, he [customer] received an additional months at the mentioned rate plan after his agreement had expired”:? this raises an additional concern.? Why would this company, that wantonly? charges their customers rates that exceed their local power company's rates by? up to 67%, offer two additional months at a reduced, promotional rate without communicating it?? This is the period when the customer is scheduled to return to North American Power’s default "variable rate".? One could conclude that North American Power does this to further facilitate their bait and switch practice, leading customers who are watching for a rate change into thinking that the “variable rate” they defaulted to is fair, which of course it is not.? North American Power should explain the rationale behind this additional deceptive practice 3.? North American Power states that “a customer has the option to log into their customer portal”:? no such portal was communicated to me, not a single time.? This is because, as noted in the original complaint, North American Power did not contact me a single time by any channel including US mail, email, or phone for the entire period of my relationship with them, i.e., approximately two (2) years.? North American Power cannot and does not dispute this, but provides no explanation for this practice.? In addition, there is no reference to a “customer portal” in what North American Power claims to be the physical letter they sent in advance of my original promotional rate expiring.? North American Power clearly does not wish to remind their own customers who are paying their excessive “variable rate” of these charges, and North American Power will continue to reap the rewards of their deceptive practice.? For me, this excess over reasonable charges reached almost $500/year 4.? North American Power states that “the customer was properly charged for service”:? this statement is both despicable and untruthful, since North American Power’s rates that exceed customers’ local power company's rates by? up to 67% for a basic utility would not be considered “proper” by any reasonable estimation In summary, the central intent of this complaint is to further expose the deceptive business practice of North American Power, as reported by me and hundreds of other former customers.? North American Power focuses their response on how long I took to notice this deception and cancel my contract with them, however that is not the central concern of this complaint.? This diversion and North American Power’s failure to address the actual complaint is another indication of a mature practice of deception by North American Power Thank you Scott VMarchese

Hello,
This email is in response to the complaint filed by ***
*** - Complaint # ***
According to
our records, Mr*** enrolled with NAPG on 3/19/2014, onto a 6-month
$0.0799/kWh fixed term? - which was supplied to the customer for the
indicated term length.? As a standard, NAPG sends renewal notices to
advise customers when their fixed rate contract is soon to expire and encourage
them to contact us to renew their rate plan; in the hopes to insulate them from
the volatile variable marketAdditionally, as stated in the terms, if the
customer takes no action, their account will default back to the standard
variable rate plan
Mr
***’s account has been cancelled and slated with a service end date of
1/7/2016.? No further supply charges will
be incurred beyond the mentioned service end date
Should you
have any further questions or concerns, please do not hesitate to contact us
directly
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
* ***
* ***
*** *** ***

To whom it may concern,? When I spoke to salesperson, he specifically stated that rate would be what he said on contractMy problem is that not only was I lied to about saving money on my bill..but I was not told that I had to pay your fee on top of PSE&gso with that said I have been paying your fee and theirsWithout knowledge? How can you tell me your priority is customer service when your employees don't even know who the president or founder isThey do not even know whom to report toWhen I made the call to your company North American Power I wad told they would investigate..as they finished their investigation they still need to contact me on the resultI called again and the result was there was nothing they can doWith that said I only had asked for a refund of the last bills, but with no response from your company on this matter now I'm filing from the beginning of my contract with youwith a total of more than $All I'm asking is for what I paid and what is owed to me.TThank you,*** ** *** ?
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ** ***

Hello,This
email is in response to the complaint filed by ***s Nelson - Complaint # ***
NAPG
does not take complaints in which a
customer claims they were misled at any
part during their enrollment lightly nor will it be tolerated? It is
clearly specified to all DTD representatives during their training that any
form of misrepresentation or the manipulation of the specifics of our product
will lead to immediate termination of one’s employment.? The DTD agent
implicated in this complaint has been removed from the DTD campaign while we
undergo a further investigation into this matter
Mr***’s account with NAPG have been cancelled and will return back to
his respective supplier.? Fortunately, the customer’s account never went
on flow with usTherefore, he has not incurred any supply charges from us nor will he in the future
We
deeply apologize for any inconvenience Mr*** might have experienced and
hope this response was meaningful and addressed the customer’s concerns
Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Hello, Complaint # ***, *** *** According to the customer’s account details, we show that she enrolled onto a 36-month $0.1029/kWh but the fixed rate still hadn’t been reflected on her account.? Therefore, as a means to make the customer whole she was refunded for the bill cycles
that were affectedUpon learning about this matter this issue has been resolved and the correct rate plan has applied and is reflected on the customer’s accountShould you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance Department North American Power & Gas, LLC ?

",sans-serif>Hello,
This email
is in response to the complaint filed by [redacted] L [redacted] - Complaint #[redacted].?
According to
our records, the customer enrolled on 4/11/onto a 12-month $0.0814/kWh
fixed term which started on 5/19/2014, and was supplied for the indicated term
length? As a standard, NAPG sends renewal notices to advise customers of
when their fixed rate obligation will expire and encourage them to contact us
to renew their rate planAdditionally, as stated in the terms, if the customer
takes no action their account will default back to the standard variable rate -
this happens to be the case for Mrs[redacted]
Attached you
will find the customer’s renewal letters that were mailed prior to the
conclusion of her fixed term
Although we
show that the customer was charged accordingly, in the hopes to provide
customer satisfaction; should Mrs[redacted] decide to
re-enroll back with NAPG onto a new fixed rate, a courtesy accommodation at the
difference between her new fixed rate and the market rate she was charged on
her final billing period (1/19/- 2/18/2016) with us would be issued
As of
2/18/2016, Mrs[redacted]’s account has been cancelled with us and has not
incurred any additional supply charges since this date
Should you
have any further questions or concerns, please do not hesitate to contact us
directly
Sincerely,
Compliance
Department
North American Power & Gas, LLC

To whom It may concern,Until I receive and cash the $check that they claim to be sending me, nothing is resolvedThese people are the absolute, most arrogant, unresponsive, inept and uncaring that I have ever met in the business worldTo put it bluntly they suck![redacted]

Hello,
This
is in response to the complaint filed by *** *** ??" Complaint #
***.? Please be advised that ***
*** enrolled into a 6-month 0.0679/kWh
fixed term, which began on January 16, and was supplied for the indicated
term length
It is NAPG’s standard practice to notify its
customers of their renewal options prior to the expiration of their fixed
contract.? However, if the customer takes no action and/or opts out of
renewal, the Terms of Service indicates that their account will automatically
default to a variable rate plan - this happens to be the case for *** ***’s
account
As
of 8/12/2015, this customer’s account has been cancelled and will no longer incur
any further charges beyond this dateWe
surely wish there was more we could doIf you should have any additional
questions or concerns, please do not hesitate to contact us directly
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

",sans-serif>Hello,
This
email is being written in response to the complaint filed by [redacted] ??" Complaint#
[redacted]
Per
[redacted] complaint summary, when he enrolled with NAPG he did so onto a
variable rate planVariable
rates are subject to price fluctuations based on market conditions and other
price related factorsThat being said, rates can go higher or lower than the
local utility in any given month.? However, we have implemented a variety
of fixed rate options since the time of [redacted]
enrollment with NAPG ??" which have been offered
to potential and existing customers via mail correspondences; in the hopes to
encourage customers to insulate themselves from the different supply price
variabilities during the changing of seasons throughout the year
Although we
show that [redacted] was charged accordingly, in
the hopes to provide customer satisfaction; an accommodation in the amount of $
will be issued to [redacted].? This courtesy
refund was calculated at the difference between the variable rate he was charged
for supply and our current fixed rate of $0.1009/kWh (12-month) for his
1/21/??" 2/18/billing cycle.?
This goodwill credit will be issued to the customer in the form of a check
and should be received within the next 10-business days
Please note
that [redacted] is still an active customer with us, and we would be more than
happy to enroll him onto the mentioned fixed rate.? However, we would have to complete a customer
verification prior to the processing of the rate change.? Several attempts have been made to contact
the customer in order to determine if he is interested in enrolling onto the
fixed rate or if he prefers his account cancelled - regrettably, these attempts
have been unsuccessful
Should you
have any further questions or concerns, please do not hesitate to contact me
directly
Sincerely,
Compliance Department
North American Power

Hello,Complaint #[redacted]Customer service and satisfaction are certainly of great importance to us; which is why, all complaints filed against NAPG are taken seriously and thoroughly reviewed in order to address the concerns alluded to by the complainant.Based on [redacted]
account details, on 2/4/2013, he enrolled his account with NAPG and selected a variable rateDuring this time period NAPG did not offer nor market any fixed rate agreements; but when these rate options were implemented they were offered to current, potential, and former customersSeveral methods were used to inform customers of the newly added rate contracts.? Whether it was via an outbound telemarketing campaign or the mailing of advertising pieces; we encouraged all customers to take full advantage of the various plans that were available; which in turn, would insulate them from the unpredictability the variable rate could bring about throughout a given year.In [redacted]s case, not only was he (and/or household) the possible recipients of a mailer or phone call, he was mailed a courtesy notification alerting him that his price for supply would increase due to factors plaguing the marketWe never heard back from [redacted] until this past February when he contacted usIn the course of him speaking with an agent, he was informed of the details mentioned above ??" which prompted him to request the cancellation of his accountAlthough no refunds or adjustments were warranted; with the hopes to retain M[redacted] as a customer, we offered to rerate his Jan-Feb billing period at the difference between the rate he was charged and our fixed rate (offered at the time).? However, in order for M[redacted] to receive this credit it was contingent on him not cancelling his account; and secondly, enrolling onto the offered rate plan.? Regrettably, he declined the offer and requested that his account be terminated.Despite M[redacted] declining our offer, please be advised that, this offer is still being extended to him should he decide to reconsiderHis request to cancel was processed, and as of 3/15/2017, his account will no longer incur any further supply charges from usAttached you will find the [redacted] of [redacted]’s enrollment.We hope that this response has meaningfully addressed all of [redacted]’s concerns.? Should you have any additional questions, please do not hesitate to contact us directly? Sincerely, Compliance Department North American Power & Gas, LLC?

Hello,
[redacted] - Complaint # [redacted] As...

of today (1/28/2016), Ms. [redacted] phone number has been removed from NAPG’s call list.  It is
important to note, that after a phone number has been placed on the DNC list,
it can take up to 72 hours before this request is updated within our database.
We regret Ms. [redacted]
had an adverse experience and hope this response has meaningfully addressed her complaint.  Should you have any further questions or concerns, please
don’t hesitate to contact me directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Hello, Rebuttal - [redacted] – Complaint# [redacted]
With regard
to the factors which determine a customer’s variable rate.  These
components can differ based on market conditions – which can range from the
procurement in RTO-administered and/or other short term markets, as well as the
costs for supply and associated products that NAPG is required to meet for
electric generation supply (including, without limitation, energy, imbalance
energy, losses, capacity, transmission and ancillary services).
Despite [redacted] enrolling onto a variable rate plan with us and
being charged accordingly, the courtesy accommodation in the amount of
$49.06 will still be issued to the customer. 
Contact has been made with the customer and he has been inform him of
this.
Should you
have any further questions or concerns, please do not hesitate to contact me
directly.
Sincerely,
Compliance
Department
North American Power and Gas, LLC

Hello,[redacted]As of today (2/18/2016), Mr[redacted]'s phone number has been removed from NAPG's call list.? It is important to note, that after a phone number has been placed on the DNC list, it can take up to hours before this request is updated within our database.We
regret that Mr[redacted] had an adverse experience and hope this response has meaningfully addressed his complaintShould you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC