Planet Energy

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is the same exact response as they previously replied with, which is missing the point! The point was that it the company's practices are facetious and my account was NOT serviced for any length time based on all of the information provided by the salesperson at my door, the lady who called to verify, and the representative that processed the cancellation of my accountThe company's responses to my complaints are totally invalid as they are avoiding the actual issues at handThe company lied to a customer to get their business and is now avoiding that with an invalid response My account should not have been touched by them until the cancellation grace period was over which again (and by the saleperson's words, not started until the beginning of the NEXT month), was part of their criminal act that they are not responding to at all in these responses I cannot believe that a company that runs on lies and taking advantage of people cannot just refund me the $that they STOLE from me without my consent This is totally unreasonable! Regards, [redacted]

Planet Energy would like to thank the Revdex.com for providing the opportunity to respond to the consumer’s concerns via the Revdex.com forum Please be advised that a PCAP consumer is not restricted from entering into agreements with third party suppliers, including switching supply to Planet Energy In addition, as noted by the consumer, he was already a customer of a third party supplier when he entered into an agreement with Planet Energy Upon entering into the agreement with Planet Energy, Planet Energy conducted an outbound verification call, wherein the consumer confirmed their enrollment with Planet Energy In addition, the consumer confirmed various aspects of the agreement with Planet Energy, including the rate and term of the agreement The consumer also rated his interaction with Planet Energy’s representative as a out of 10, with being the highest possible score Planet Energy offers additional programs which may better suit the consumer’s needs Should the consumer wish to discuss additional program options, Planet Energy would be happy to review and offer the consumer those programs

Planet Energy appreciates the opportunity to respond via the Revdex.com forum Planet Energy has spoken with the consumer and resolved the discrepancies and confusion pertaining to the consumer’s change in address The consumer confirmed her understanding and the matter was fully resolved to the consumer’s satisfaction

The consumer entered into an agreement with Planet Energy on August 8, Planet Energy contacted the consumer via outbound telephone call, during which the consumer conducted verification of the agreement The consumer confirmed entering into the agreement, as well as various aspects of the agreement, including the rate and term of the agreement In addition, the consumer also confirmed his day cancellation right under the agreement Planet Energy understands the consumer’s comments and would like to suggest and/or recommend alternative programs to the consumer which may better reflect the consumer’s program preferences The consumer is encouraged to contact Planet Energy to discuss these alternative options

The consumer entered into an agreement with Planet Energy on August 8, Planet Energy contacted the consumer via outbound telephone call, during which the consumer conducted verification of the agreement The consumer confirmed entering into the agreement, as well as various aspects of the agreement, including the rate and term of the agreement In addition, the consumer also confirmed his day cancellation right under the agreementPlanet Energy understands the consumer’s comments and would like to suggest and/or recommend alternative programs to the consumer which may better reflect the consumer’s program preferences The consumer is encouraged to contact Planet Energy to discuss these alternative options

The consumer ( [redacted] ) entered into an electricity supply agreement with Planet Energy on November 30, Planet Energy called Mr [redacted] via outbound telephone call, after entering into the agreement with Planet Energy, in order to conduct a verification and quality assurance call During the call, Mr [redacted] confirmed entering into the agreement with Planet Energy In the complaint, the complaint is filed by [redacted] Mr [redacted] is the account holder, and the party which entered into the agreement with Planet Energy, as well as the party which confirmed the agreement with Planet Energy Mr [redacted] confirmed the agreement was for a term of years The statement by Ms [redacted] that Planet Energy, nor its representative did not state the agreement is for years is non-factual Mr [redacted] confirmed the rate of the agreement The statement by Ms [redacted] that Planet Energy, nor its representative did not outline the rate of the agreement is non-factual Mr [redacted] also confirmed that he entered into an agreement with Planet Energy, as well as his cancellation rights The statement by Ms [redacted] that Planet Energy, nor its representative did not state that it was an agreement, is non-factual Planet Energy acknowledges that the call from Ms [redacted] involved inappropriate language from Ms [redacted] However, Planet Energy wishes to resolve this matter with the consumer As a result of some of the non-factual statements made by the consumer, Planet Energy was not able to confirm the consumer’s statements in full Planet Energy would like to resolve the matter with the consumer and understands the consumer’s concerns as well as apparent near term location changes Planet Energy would be happy to provide the consumer with a variety of options which may better suit the consumer’s needs Planet Energy would advise the consumer to contact Planet Energy in order to have a productive conversation

Response: face="Times New Roman" size="3"> Planet Energy would like to thank the consumer for her feedback and review Please be advised that the account has not, and will not be enrolled for services with Planet Energy All of Planet Energy’s agreements require multiple steps in order to enroll with Planet Energy, including a positive verification call conducted with the consumer Planet Energy contacted the consumer in order to conduct a verification call, however at the time of the call, the consumer requested to not be serviced by Planet Energy Planet Energy processed a cancellation of the consumer’s account, informed the consumer, and the consumer acknowledged As part of the process of enrollment, consumers are always provided with copies of agreements with Planet Energy, however this is only one step in the process of enrolling with Planet Energy As the consumer did not complete the process, no enrollment was done Planet Energy is investigating in full the consumer’s concerns and once again appreciates the consumer’s feedback

The consumer entered into an agreement with Planet Energy on February 9, The consumer was provided with the agreement details and documentation Planet Energy contacted the consumer via outbound telephone call in order to conduct a review and confirmation of the agreement with Planet Energy The consumer confirmed her agreement with Planet Energy, and the details of the agreement, including the day cancellation right On the consumer’s agreement page, early termination charges are noted, should the consumer cancel outside of the day cancellation period The consumer was also provided with a Contract Summary, which in larger text than the document, outlines the cancellation fees, should the consumer cancel their agreement The consumer was also provided with a Disclosure Statement, which in larger text than the document, outlines the cancellation fees, should the consumer cancel their agreement The consumer was also provided with the Terms and Conditions of the agreement, which in larger and bold text than the rest of the document, outlines the cancellation fees, should the consumer cancel their agreement Further, upon review of the calls, the consumer spoke with a Planet Energy manager, per the consumer’s request, within business day Planet Energy is willing to offer the consumer a variety of options, some of which were presented during the call with Planet Energy’s manager Should the consumer wish to discuss alternative options, Planet Energy will provide details of options to the consumer

Planet Energy appreciates the opportunity to respond via the Revdex.com forumUpon review, the consumer entered into an agreement with Planet Energy The consumer contacted Planet Energy to cancel services, within the period where there would not be any termination charges for cancellation Planet Energy processed the cancellation of the account per the consumer’s request However, the consumer had begun service and billing within the period prior to cancellation with Planet Energy As a result, the consumer completed a billing cycle, and was cancelled without fee As a result, the consumers account transactions are valid However, Planet Energy understands the consumer’s concerns pertaining to billing, and as a good will gesture, will issue the consumer a good will payment of $ Should the consumer have further questions, please contact Planet Energy’s customer service department

The consumer ( [redacted] ) entered into an electricity supply agreement with Planet Energy on November 30, Planet Energy called Mr [redacted] via outbound telephone call, after entering into the agreement with Planet Energy, in order to conduct a verification and quality assurance call During the call, Mr [redacted] confirmed entering into the agreement with Planet Energy In the complaint, the complaint is filed by [redacted] Mr [redacted] is the account holder, and the party which entered into the agreement with Planet Energy, as well as the party which confirmed the agreement with Planet EnergyMr [redacted] confirmed the agreement was for a term of years The statement by Ms [redacted] that Planet Energy, nor its representative did not state the agreement is for years is non-factual Mr [redacted] confirmed the rate of the agreement The statement by Ms [redacted] that Planet Energy, nor its representative did not outline the rate of the agreement is non-factual Mr [redacted] also confirmed that he entered into an agreement with Planet Energy, as well as his cancellation rights The statement by Ms [redacted] that Planet Energy, nor its representative did not state that it was an agreement, is non-factualPlanet Energy acknowledges that the call from Ms [redacted] involved inappropriate language from Ms [redacted] However, Planet Energy wishes to resolve this matter with the consumer As a result of some of the non-factual statements made by the consumer, Planet Energy was not able to confirm the consumer’s statements in fullPlanet Energy would like to resolve the matter with the consumer and understands the consumer’s concerns as well as apparent near term location changes Planet Energy would be happy to provide the consumer with a variety of options which may better suit the consumer’s needs Planet Energy would advise the consumer to contact Planet Energy in order to have a productive conversation

The consumer confirmed entering into the agreement with Planet Energy, and conducting a verification call which includes outlining the consumer’s day cancellation right In addition, the consumer’s agreement contains terms of cancellation, including termination charges The consumer was provided with a Contract Summary, which in simplified detail, outlines the consumer’s agreements, including cancellation provisions and costs for early termination The consumer was provided with a Contract Disclosure Statement, which in simplified detail, outlines the consumer’s agreements, including cancellation provisions and costs for early termination The consumer was provided with a copy of the Terms and Conditions of the Agreement, which at length outlines the consumer’s cancellation rights, along with applicable early termination charges for cancellation before the end of the term of the agreementIn addition, the consumer cancelled the agreement on February 18, The consumer’s electricity account was reverted to utility supply service within a few days, while the natural gas account took longer Both accounts were processed for cancellation on the 18th, however cancellation periods vary from utility to utility Planet Energy has a record of the consumer calling on March 18, to enquire about cancellation periods, but does not have record of calls, speaking with two representatives The consumer’s accounts (both), have been returned to utility supply service Planet Energy understands the consumer’s comments and would like to suggest and/or recommend alternative programs to the consumer which may better reflect the consumer’s program preferences The consumer is encouraged to contact Planet Energy to discuss these alternative options

Planet Energy appreciates the opportunity to respond via the BBB forum. Please be advised that Planet Energy records all calls to and from its customer service department. The consumer entered into an agreement with Planet Energy in January, 2016. Planet Energy contacted the... consumer via outbound telephone call to confirm the consumer’s agreement. The consumer confirmed entering into the agreement with Planet Energy, as well as confirmed the primary points of the contract. The consumer later contacted Planet Energy in December, 2016 and requested to cancel their agreement. Planet Energy attempted to address any concerns with the consumer, as well as offered a program with a lower rate and term, however the consumer chose to cancel their agreement stating the reason as the utility rate being lower. Planet Energy processed cancellation and sent the consumer an invoice via email for the cancellation charges. The consumer did not pay the charges. A few weeks later, Planet Energy processed the consumer’s account into collections due to lack of payment. Upon review, Planet Energy was not able to validate the consumer’s statements. As the consumer wished to process cancellation, and confirmed entering into the agreement, early termination charges are applicable. Should the consumer require further assistance, they are encouraged to contact Planet Energy.

The agent stood on my porch and instructed me that I would receive a phone call, to agree to what they were saying and that the agent was no longer presentRight there is a complete breach of conductHe stood on my porch and instructed me what to say to the woman on the other line (whom I could not understand...and that is on the recording) and then he proceeded to hit on me and make [redacted] commentsWhen I signed up with [redacted] energy a few days later, I was told that Planet Energy was removed from my account and that I would not have to pay a fee because I cancelled within the day periodI never received a confirmation that the account was deactivated, however, I did receive a notice that [redacted] is now my new supplierFrom that moment on, I assumed that [redacted] was my new supplier (I got the agreement and welcome packet in the mail confirming this) and that I did not need to do anything further with Planet EnergyI have attached the notice in which it states [redacted] is my new provider

Planet Energy appreciates the opportunity to respond via the Revdex.com forum Please be advised that Planet Energy records all calls to and from its customer service department Planet Energy contacted the consumer via outbound telephone call after the consumer entered into an agreement with Planet Energy The consumer confirmed the key aspects of the agreement, including rate, term and representative conduct, wherein the consumer rated Planet Energy’s representative a ten out of ten, with ten being the highest score The consumer contacted Planet Energy eleven days after entering into the agreement to request cancellation The consumer stated that the reason for cancellation was the price, and mentioned no other concerns Planet Energy initially mentioned that there was a cancellation fee – as the cancellation period for cancellation without fee is days, however; waived the cancellation fee due to the small difference in timeline The consumer’s account was cancelled without fee, and notification was sent to the consumer Planet Energy will review the consumer’s statements with the representative However, as the consumer’s account was cancelled without fee, Planet Energy has marked the consumer’s account as resolved

Planet Energy appreciates the opportunity to respond via the Revdex.com forumUpon review of the consumer’s accounts, it appears that the account was mistakenly escalated to collections The account was withdrawn from collections in September, Should any further matters require resolution, the consumer is encouraged to contact Planet Energy

Please be advised that as noted by the consumer, the consumer entered into an agreement with Planet Energy Planet Energy also contacted the consumer via outbound telephone call, wherein the consumer confirmed their enrollment with Planet Energy The consumer is an authorized party to enter into the agreement with Planet Energy Contained within the consumer’s agreement, as provided to the consumer, is a contract page, which outlines potential early termination charges In addition, the consumer was provided with an Electric Generation Supplier Contract Summary, which specifically outlines in bold text, the cancellation and early termination policy and charges In addition, the consumer was provided with a Disclosure Statement for Electricity, which lists potential early termination charges In addition, the consumer was provided with the terms and conditions of the agreement, which in bold and larger text, outlines the cancellation and early termination policy and charges Planet Energy would be happy to work with the consumer to resolve any complaints which the consumer has In addition, Planet Energy can offer multiple options and approaches which can resolve any issues the consumer has Should the consumer wish to resolve the matter and not pay cancellation charges, the consumer is encouraged to contact Planet Energy’s customer service department

Planet Energy appreciates the opportunity to respond via the Revdex.com forumPlease be advised that Planet Energy records all calls to and from its customer service department The consumer entered into an agreement with Planet Energy on August 18, Planet Energy contacted the consumer via outbound telephone call to conduct verification of the agreement The consumer confirmed entering into the agreement with Planet Energy as well as the pertinent parts of the agreementThe consumer made additional calls to Planet Energy and made statements and accusations which were determined as non-factual and invalid As a result, Planet Energy determined the consumer’s complaint to be misleading and non-factual Further, the consumer stated in the Revdex.com complaint that he was informed of a $1,fee to break the agreement with Planet Energy This is a non-factual statement The consumer’s termination charges are $which the consumer was informed of in writing as well as verballyThe consumer signed and verified the agreement with Planet Energy, and as such, the consumer’s agreement is validPlanet Energy attempted to resolve the matter with the consumer, however the consumer stated that they do not wish to be contacted As the consumer cancelled the agreement with Planet Energy, termination charges are applicable Should the consumer wish to explore options for resolution, Planet Energy would be happy to discuss such options with the consumer

Planet Energy appreciates the opportunity to respond via the Revdex.com forum Please be advised that Planet Energy records all calls to and from its customer service department The consumer entered into an agreement with Planet Energy in November, Planet Energy contacted the consumer via outbound telephone call in order to conduct verification of the agreement with the consumer Planet Energy spoke with the consumer and the consumer confirmed entering into the agreement with Planet Energy, as well as the pertinent points of the agreement, including the rate and term of the agreement During the call, the consumer also rated Planet Energy’s representative a ten out of ten, with ten being the highest possible score The consumer stated that she could not understand the lady on the line and finally hung up Upon review of the verification call with the consumer, the consumer’s statement has been determined as non-factual The consumer completed the call in full, including questions being asked multiple times The consumer confirmed all questions, and completed the call in the course, including not hanging up on the representative As Planet Energy has been unable to substantiate the consumer’s statements, and has identified non-factual statements by the consumer, Planet Energy has determined the agreement to be valid Planet Energy can provide the consumer with multiple potential resolutions and the consumer is encouraged to contact Planet Energy to discuss further resolutions

As stated previously: No documentation has been provided by the consumer to Planet Energy As such, the consumer’s statements are non-factual Planet Energy cannot reject documents which it is not in receipt of As stated previously multiple times: Planet Energy is willing to work with the consumer and review any documentation which would substantiate the consumer’s statements (such that early termination charges would not apply) Unless the consumer provides documentation, early termination charges are applicable at this time, however could be waived upon receipt of valid documentation by Planet Energy As stated previously multiple times: Should the consumer wish to resolve the matter, the consumer is encouraged to contact Planet Energy’s customer service department The consumer has not contacted Planet Energy in an effort to resolve matters As the consumer has made a series of non-factual statements, Planet Energy requests that the matter via the Revdex.com forum be closed, and the consumer instructed to provide documentation to Planet Energy for review and/or to contact Planet Energy

Planet Energy is unable to confirm the consumer’s representations, however will further review As the consumer signed an agreement with Planet Energy, and confirmed via telephone having entered into the agreement with Planet Energy, the agreement is valid Planet Energy is unable to comment on the representations made to the consumer by [redacted] energy The consumer did not cancel within days of entering into the agreement with Planet Energy, the consumer was significantly outside the cancellation period As the consumer cancelled the agreement, early termination charges are applicable