Planet Energy

Please be advised that Planet Energy
records all calls to and from its customer service department
Planet Energy reviewed the verification
call with the consumer, as well as the call in February, where Planet Energy
contacted the consumer.
The consumer stated that the
verification all contained no details of the contract. The verification call confirmed with the
consumer, upon other things - the contract rate, term, address, cancellation
period, email, account holder, etc. As
such, the consumer is making misleading and non-factual statements
The consumer stated that the representative
offered him a year deal. The consumer
within the verification call confirmed having enrolled into a year agreement
with Planet Energy. As such, the
consumer is making misleading and non-factual statements
The consumer stated that he did not enter
into a contract with Planet Energy, however has confirmed multiple times,
including within the Revdex.com forum, to having enrolled with Planet Energy. As such, the consumer is making misleading
and non-factual statements
The consumer also confirmed the email
address of receipt of the agreement.
However, should the consumer wish to receive additional copies, the
consumer is advised to contact Planet Energy.
Planet Energy is willing to further
review and resolve the consumer’s complaint.
The consumer stated the reason for his switch in services was that the
other company offered a better deal.
Until that time, and to date, the consumer has not contacted Planet
Energy
Should the consumer have any further
comments and/or concerns, please contact Planet Energy’s customer service
department. Thank you

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.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
You could start by actually looking into this case instead of retrieving call logs in which I admitted earlier I was coached by your representative into answering.If you want to look into this case, then:Ask your representative why he told me that if I did not sign up for your service, I would be fined by Duquesne LightAsk your representative why he promised me a year, term deal and instead signed me up for three.Ask your representative why he coached me into answering questions or receive a fine by Duquesne Light.I am not debating the contract here, I am debating the merits of itI was scammed into a contract by your representatives, yet instead of looking into this practice, you are bringing up irrelevant facts about phone calls that I never objected to havingAnother shady company such as yours came to my house telling me if I did not sign up for them, I would be fined againI mentioned that in your phone call, why not bring that up? I mentioned in the call that your representative promised me one thing, and here I was in the middle of something elseWhere is that in your call? I mentioned in your call never receiving the contract by email, where is that in your synopsis? If you look at the complaints on this forum, a trend starts to occur with how your representatives continuously scam and lie to people to sign them up for service, and you continuously respond to those queries with information that has nothing to do with the caseThe only entity here that is misleading people is you, and I do not care who I have to contact, or what systems I have to go through in order to guarantee that justice is servedWhy not send those call logs to the Revdex.com, and let them review them and see what was going on, given this information? You can cherry pick the information out of those logs all you want, that will not change the fact and recurring trend that your representatives are trained to pray on people and lie to them to sell service
Regards,
*** ***

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 agreement
In addition, the consumer cancelled the agreement on February 18, 2016. 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

Revdex.com:
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.They did not address the false information their representative gave to us at all. They lied about rejection of government issued documentation which we offered. They did not address their timeframe for receiving documentation. They imposed a deadline based on the time we contacted the power company, not the time we would actually end our service, and this is another matter they failed to address. This company has proven by their response that they have no interest in either the truth or the well being of their customers. If they will not even address the false information given by their representative and at a minimum grant us more time to reasonably supply them with one of only 2 forms of ID they have expressed a willingness to accept, then it is imperative that others in the area they do business are made aware of their practices that they may avoid similar outcomes. 
Regards,
[redacted]

All information was provided to the consumer and outlined in full within the documents.  Please note, when a consumer enters into a term agreement, Planet Energy expects the consumer to honor the term of the agreement as Planet Energy honors it.  Cancellation was not prompted by Planet Energy, cancellation was enacted by the consumer. The consumer is permitted to cancel without fee if the consumer moves to an area where Planet Energy does not service.  The consumer is required to provide documentation to that effect should the consumer not with to pay the applicable early termination charges.  If the consumer provides valid documentation, termination charges will be waived.  The consumer must provide valid documentation.

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 10 out of 10, with 10 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.

Revdex.com:
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.Upon signing up for Planet Energy, I was promised a 10 day grace period to cancel the service at no cost to me to which I clearly fell in line with according to the business saying I cancelled within 9 days.  When I called to cancel, the gentlemen I spoke to also verified that "it was like it never happened" and that I would not incur any charges and that I cancelled within the given grace period.  TWO separate representatives of Planet Energy (the lady that called me after the sales person came to my house and the gentlemen that cancelled it for me over the phone) ensured me that if I cancelled within the time allotted to do so and that I would not have any affiliation to or charges from Planet Energy.  In fact, the sales representative that came to my home said that it takes a month for Planet Energy to take over as my electric provider, therefore, I was not serviced for any length of time by Planet Energy and definitely should not have had to pay anything. By no means is their response acceptable! 
Regards,
Lanna Valenti

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, 2014.  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 10 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.

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 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.

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 forum.   Please be advised that Planet Energy records all calls made to and from its customer service department.  In addition, Planet Energy conducts outbound telephone verification calls for its sales.  The consumer...

completed a verification call with Planet Energy upon enrollment with Planet Energy.  During the call, the consumer confirmed entering into the agreement with Planet Energy, upon other things, including that Planet Energy’s representative was wearing their Planet Energy identification badge, and that Planet Energy was an independent company which is not affiliated with West Penn Power.  The consumer confirmed that with Planet Energy.  As a result, Planet Energy was not able to substantiate the claims made within the Revdex.com file.   Planet Energy reviewed the consumer’s statement pertaining to the consumer’s bill and noticed an irregularity.  The consumer’s average monthly usage is approximately 753 kWh’s per month. However, in the consumer’s most recent billing period with Planet Energy (a 31 day period), the consumer’s usage was approximately 1528 kWh’s.  This represents an approximate 103% increase in the consumer’s consummation when compared to the average, which would result in a corresponding increase in the consumer’s bill.    The consumer stated that her bill almost doubled at the time she enrolled with Planet Energy.  This statement appears to be consistent with the consumer’s increase in usage, as the consumer’s usage is nearly double what the consumer’s average monthly usage is.  Planet Energy cannot account for the increase in usage, only the consumer or consumer’s utility can.   Should you have any further questions, please contact Planet Energy’s customer service line at ###-###-####.

Revdex.com:
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.My mother has still not received a refund of her money.
Regards,
[redacted]

The consumer entered into an agreement with Planet Energy on February 9, 2016.  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 10 day cancellation right.    On the consumer’s agreement page, early termination charges are noted, should the consumer cancel outside of the 10 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 1 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 interface.
 
Please be advised that Planet Energy retains and records all calls into and out of its customer service department. 
 
Upon review of the consumer’s account, Planet Energy noted some discrepancies.  The consumer contacted Planet Energy on September 15, 2016 to enquire about his bill, and was advised to contact the utility.  Planet Energy received a notification of cancellation of the consumer’s account on September 16th from the consumer’s utility.  This series of events is not in-line with the consumer’s statements.
 
Planet Energy sent the consumer notification of the cancellation on the same day.  The consumer contacted Planet Energy on September 20, 2016, wherein the consumer was then advised of the applicable early termination charges.  This series of events is not in-line with the consumer’s statements.
 
The consumer declined the various possible options to avoid termination charges, and on September 23, 2016 Planet Energy sent the consumer’s account to collections.  This series of events is not in-line with the consumer’s statements.
 
Planet Energy reviewed the consumer’s account and noticed some extreme irregularities regarding consumption.  These irregularities would cause dramatic shifts in the consumer’s bill.  For example, between June 3 to June 22, the consumer used approximately (as per the consumer’s utility), 472 kWh’s.  However, between June 23 and July 25, the consumer used approximately 1,013 kWh’s – representing an approximate 115% increase in the consumer’s usage, which would result in the corresponding increase in the consumer’s bill.  The consumer’s usage declined in later bills, however there are significant irregularities pertaining to that as well. 
 
Planet Energy would be happy to discuss options to resolution for the consumer’s account should the consumer wish to speak with Planet Energy.

The consumer entered into an agreement with Planet Energy on August 8, 2014.  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 10 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.

I feel this company's sales practices are deceptive. The consultant who solicited my home did not fully explain the pricing he was offering or that I was signing up for a contract. He came far too late in the evening and made me feel very uncomfortable as I was home alone. I would like this company...

to use more ethical sales practices and not target women it the elderly (as I've seen mentioned in other complaints about this same company). Their rating needs lowered as they are certainly not practicing the habits of an A+ rated business.

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 on November 23, 2016, and confirmed via outbound telephone...

call the agreement with Planet Energy, including all key aspects of the agreement.   The consumer contacted Planet Energy on December 2, 2016 to request cancellation of the agreement (9 days later), which Planet Energy processed for cancellation without fee. During that time period, the consumer’s account had begun service with Planet Energy, and Planet Energy requested a discontinuance of service at the time of cancellation.  Both enrollment and cancellation can take several days to process.  As such, the consumer was serviced by Planet Energy for a short period of time.   As the agreement is a valid agreement, and the consumer was serviced by Planet Energy for a short period of time, the charges are also valid.    Should you have any further questions, please contact Planet Energy customer service department.

The consumer entered into an agreement with Planet Energy on February 9, 2016.  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 10 day cancellation right. 
 
On the consumer’s agreement page, early termination charges are noted, should the consumer cancel outside of the 10 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 1 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.