North American Power

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.
Sincerely,
[redacted]

NAPG respects [redacted] position on the matter and his concerns have been escalated to the appropriate parties internally to review his concerns and make the necessary adjustments where appropriate.  Therefore, in an effort to resolve his complaint, NAPG would like to offer [redacted] an adjustment to the rate of 6.99/kWh for his last 3 billing cycles with NAPG.
We appreciate the customer bringing this matter to our attention and attempts are being made to contact him at this time.
We regret [redacted] had an adverse experience and sincerely hope this response has meaningfully addressed this complaint.
Sincerely,
Compliance Department
North American Power and Gas <

Hello,
([redacted])
NAP takes the satisfaction of both our customers and our potential
customers very seriously, we apologize for the challenging experience the
customer has had regarding their fixed rate.
Regrettably,
there seems to have been a glitch with our systems that affected the rate
groupings of certain customer accounts.
One
of these accounts happened to belong to [redacted], however, several
attempts have been made to contact this customer, to explain the reasons for the rate error, but all
attempts have been unsuccessful. A corrective refund in the amount of
$33.74 will be issued, which is the difference between what the customer paid
with us for their supply and what they would have paid if they were charged
properly at the fixed rate for the 9/16/2014 – 10/16/2014 billing cycle.
Lastly,
the customer’s account is no longer enrolled with NAPG, and will not incur any
further charges.
Should
you have any further questions or concerns regarding this matter, please don’t
hesitate to contact me directly.
Sincerely,
Compliance Department
North American Power

Hello,Complaint#  [redacted]) - RebuttalWe truly apologize for any inconvenience this customer may have experienced.  Based on the customer's account details, all charges which the customer incurred are accurate and coincide with the terms applicable to the rate plan which the customer elected when initially enrolling with NAPG.However; in an effort to provide customer satisfaction, we are further reviewing this customer's account. we have made several attempts to contact the customer, but these attempts have been unsuccessful.Should you have any further questions or concerns, please do not hesitate to contact us.Sincerely,Compliance DepartmentNorth American Power & Gas

NAPG offers its customers a $50 Welcome Bonus as an incentive for enrolling with its service.  Per the Terms of Service provided upon enrollment, it indicates that the customer must submit by e-mail or mail, the Welcome Bonus Redemption Request Form and a copy of their first...

month's bill for the applicable account showing North American Power and Gas as their supplier; within 60 days of the date of the customer's first bill. 
According to our records the Welcome Bonus request form was never received.  However and despite this, NAPG will accommodate the customer by issuing him a $50 accommodation check in lieu of the Welcome Bonus, as a measure of courtesy.
We regret [redacted] was dissatisfied with our service and hope this response has meaningfully addressed this complaint.
Sincerely,
Compliance Department
North American Power and Gas<

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been...

astronomically high in New Jersey this winter—in fact, they've been high throughout the Tristate, the mid-Atlantic, and the Midwest.
 
The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spike. In fact, the highest winter demand day ever was recorded in January.
 
We understand your frustration, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
 
Electric - 527136
-       $100.48 – 3/08-4/04
-       $172.62 – 2/05-3/07
-       $172.28 – 1/07-2/04
-       Difference at the utility’s rate to compare
 
Total refund $445.38
 
The accommodation will be issued to you in a check and should be received within the next 14 business days.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas...

this winter have sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinarily cold weather. We do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switch. 
 
In the interest of customer satisfaction, we are sending the customer a check in the amount of $402.31, which is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's last two billing cycles. 
  
We sent an email to the customer outlining these points after first attempting to call them several times. We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, [redacted] with any additional questions or concerns.

We're truly sorry that Ms. [redacted], like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas this winter have sky-rocketed as a result...

of a severe winter energy shortage caused, in large part, by the extraordinary cold weather. We do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switch. 
 
In the interest of customer satisfaction, we are sending the customer a check in the amount of $454.53, which is the approximate difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's last two billing cycles. 
We are continuing to attempt to reach out to Ms. [redacted] and outline these points. We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, [redacted], directly at [redacted] with any additional questions or concerns.

NORTH AMERICAN POWER and AND GAS L has not ethics. They would double the rate as soon as initial contract gets expired without any notification.
BE AWARE of NORTH AMERICAN POWER and AND GAS L and STAY AWAY from them. They would rob you.

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.
Sincerely,
[redacted]

Revdex.com:North American Power and Gas, LLC customer service representative [redacted] contacted me and reviewed my Revdex.com complaint.  He said that according to NAPG's information the notification for my renewal was sent to me(although I told him I did not receive it).  He also said he saw the obvious jump in my bills and would like to make it right.  He assured me that they will reimburse the difference for 2 consecutive months that were the highest.  [redacted] was waiting to review the February 17th, 2015 bill, and from there cut a check to me for the difference.  When that happens, I will then find that the resolution is satisfactory to me.  I would also like to mention that the representative [redacted] was factual and thorough, along with compassionate and kind.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

The company has made attempts to reach [redacted] to discuss her concerns but to no avail at this time.  After a thorough review of her account it was determined that NAPG would issue [redacted] a reimbursement check for $578.60 to settle her dispute. NAPG takes [redacted]'s...

claims very seriously, upholds its business practices and refutes the unethical claims made by the customer.   We regret any inconvenience she may have experienced and further attempts will be made to contact her.  We look forward to resolving this matter amicably.   Please accept our apology for the delay in this response however we ask that you update your records accordingly.   Regards,   [redacted] Compliance Manager North American Power & Gas | [redacted] tel: [redacted] | fax: 203 286 2064

Hello,
[redacted] - Complaint #
[redacted] (Rebuttal-2)
It is important to mention that, an
alternate supplier cannot and is not responsible for the delivery of a customer's
energy supply. This task is handled by
the customer's Utility, which also includes the meter reading, servicing or any
form of emergency supportWe suggest that Ms[redacted] contact her Utility regarding
her billing and consumption concerns, because this information is provided to
us from the Utility
In the interim, in the hopes to
provide customer satisfaction; as opposed to Ms[redacted] re-enrolling back with NAPG
to attain the courtesy refund mentioned in my previous response – the customer
will be issued the accommodation without complying to the stipulation. The accommodation comes to a total of $
that was calculated at the difference between our current non-new customer
fixed rate ($0.0889/kWh,12-month) and the market rate Ms[redacted] was charged on
her final billing period with us (1/19/- 2/18/2016)
This goodwill refund will be
issued to the customer in the form of a check and should be received within the
next 10-business days
As of 2/18/2016, Ms[redacted]'s
account has been cancelled and has not incurred any additional charges since
this date, nor will she in the future after receiving her courtesy refund
If you should have any additional questions or concerns, please do
not hesitate to contact me directly
Sincerely,
Compliance Department
North American Power

black;">Hello,
We're truly sorry that the customer, like many customers of both
suppliers and utilities across the region, have experienced higher-than-usual
variable rates this year, unfortunately, wholesale prices for both electricity
and natural gas have sky-rocketed as a result of a severe winter energy
shortage. We do offer fixed rates that can help insulate customers from these
types of market fluctuations, and our variable rate customers can always call
us to make this switch.
Attempts have been made to contact the customer, but to no avail.
In the interest of customer satisfaction, we are sending the customer a check
in the amount of $240.79, which is the difference between what the customer
paid with us for their supply and what they would have paid at the utility's
rate-to-compare for the customer's past four billing cycles. 
We encourage the customer to contact myself directly at [redacted] with
any additional questions or concerns.
 [redacted], Regulatory Compliance Analyst
North American Power
[redacted]
[redacted]
[redacted]

According to...

our records,[redacted] 6-month fixed rate contract expired.  Rather than contacting the company directly to renew his fixed rate plan, he visited an online shopping website [redacted] and attempted to re-enroll as a “new customer”. After doing this, the customer received an auto reply confirming the transaction had been completed.  However, these actions resulted in a new enrollment record being submitted to the company which automatically rejected due to duplication, and did not result in the customer being issued a 2nd Initial Contract.
 
We regret the customer did not make contact with the company directly to renew his fixed rate plan and wish there was more that we could do.
 
In addition, pursuant to the Terms of Service provided to the customer upon enrollment and under the section titled Fixed Price Options it states: “If Customer has chosen a Fixed Rate product, Customer Price per kWh is guaranteed not to change during Initial Term.  Following the end of the Initial Term, and unless an alternative pricing provision is negotiated between the Parties, the Price for Service shall thereafter be variable month to month Agreement.”  Therefore, NAPG fulfilled its contractual obligations to the customer and he was charged accordingly.
 
NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint.
 
Sincerely,
 
Compliance Department
North American Power and Gas

Hello,Complaint # [redacted]We take all customer claims very serious and thoroughly review a complaint in order to best address the questions or concerns a customer might have.  Typically, a customer's dispute can be caused due to an error or misunderstanding of some sort. However, we are always eager to work together with the consumer in order to fully understand the nature of their grievance, that way their issue is resolved promptly allowing us to provide a great customer experience.  In [redacted]'s case, not only was his dispute addressed, he was issued a courtesy accommodation - which by all accounts has been honored.  Attached you will find the following: (1) a copy of the customer's courtesy accommodation check that was mailed and (2) a copy of the customer's tracking receipt for his package containing the mentioned courtesy accommodation check.Should you have any additional questions, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Hello,
This email is in response to [redacted] rejection response – Complaint # [redacted]
On 1/13/2016 and 1/14/2016, we attempted to contact [redacted], but to no avail.  These attempts were being made in order to apologize for the inconvenience she might have experienced and to advise her that; in the spirit of providing customer satisfaction, instead of her receiving a fixed term at a rate of $0.0859/kWh she would instead be supplied a 12-month term at a rate $0.0819/kWh - which should be reflected on her next billing invoice.  Now, with regard to the customer claiming she has not received the $25.00 accommodation check that was promised to her.  Our records show that on 12/30/2015, this accommodation was promised to the customer and submitted into our company database for processing.  It is important to mention that the processing and mailing of said accommodation can take up to 14-21 business days before it is received by the customer. 
I hope that this response has meaningfully addressed Ms. Allen's complaint.  Should you have any further questions or concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance TeamNorth American Power & Gas, LLC

Complaint Information:
...



We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas this winter have sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinarily cold weather. We do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switch. In the interest of customer satisfaction, we are sending the customer a check in the amount of $212.40, which is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's last 3 billing cycles. We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, [redacted], directly at [redacted] with any additional questions or concerns.

Here is our Account Specialist's summary of the resolution with the customer:
 
I was able to contact the customer regarding the complaint. We discussed the complaint in great detail, along with electrical generation and distribution, as well as why NAP is not...

capable of informing customers every month what the new variable rate will be. I apologized for the inconvenience they experienced and I informed them that after a review we have decided to provide a courtesy accommodation of  $2538.09 that they should receive within 2 weeks at the verified address. The customer was overall happy with this resolution.

Hello,([redacted])We
at NAPG take the customer's claims very serious and have diligently reviewed
Ms[redacted]'s account to provide a
reasonable response according to our records
On
3/27/2014, the customer enrolled into NAPG's 6-month $0.0799/kWh fixed rate
The customer claims that she was not notified of the expiration of her fixed
rateIt is customary that NAPG sends renewal notices to advise customers of the conclusion of their fixed rate
contract, as well as, suggesting that the customer contact us to renew their
rate plan. Keep in mind, that noted in the renewal letter - the
terms indicate, if the customer takes no action, their account will default
back to the standard variable rate plan.
It
is important to mention, that even after her 6-month fixed rate expired – the
customer was charged at a rate of $0.0799/kWh for her 7th billing
cycle with NAPG
Our
records indicate, that the customer was correctly billed and properly informed
of the pending expiration of their fixed rate
Attached
you will find Exhibit A and B: the TPV of the customer enrolling
into a 6-month $0.0799/kWh fixed rate and the renewal letter that was mailed to
the customer before the expiration of their fixed rate
Although
this customer was charged accordingly, as a courtesy, a $[redacted] voucher will mailed to the customer
Several
attempts have been made to contact the customer to address their concerns and
to inform them of the accommodation that will be mailed, but these attempts
have been unsuccessful
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly
Sincerely,
[redacted]
North American Power
[redacted]
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