Planet Energy

A door to door salesman came to my house this evening telling me in a very fast manner that he was "required" to gather my electrical supplier information. By the time he was done filling out his tablet, I realized it was a sales pitch. I point blank asked him if this was sales and he told me no!
Now I'm going to have to try and undo this mess. A company who allows its employees to lie is absolutely unscrupulous.

Please be advised that the 10 day cancellation period – which is outlined in the agreement, is for cancellation without early termination charges.  As the consumer cancelled within the 10 day period, cancellation charges were not applied to the consumer’s account.    However, Planet Energy did service the consumer’s account for a short period of time.  The consumer’s statement that Planet Energy had not serviced the consumer’s account is non-factual.  The consumer’s bill will reflect this, including some charges from Planet Energy.   As the consumer’s agreement was cancelled without fee, the agreement was handled in accordance with the terms and conditions of the agreement.  In addition, the consumer is responsible for charges occurring during a service period pursuant to the terms and conditions, even if such is for a short period of time.   Should the consumer have any further questions, please contact Planet Energy customer service department.

The consumer ([redacted]) entered into an electricity supply agreement with Planet Energy on November 30, 2015.  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 3 years.  The statement by Ms. [redacted] that Planet Energy, nor its representative did not state the agreement is for 3 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.

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.It is true that, after speaking to the representative at my door, I was called by Planet Energy. However, that is not what is in dispute. Planet Energy's call had no details of the contract, which is what is in dispute. The representative who came to my door offered me a 1 year deal. I did not see a contract to verify his information, he had me sign on a tablet. He then coached me into answering the questions that the caller asked. It is also true that I mentioned getting a better rate in the call in February, but if they bothered to listen to the whole call, they would have also heard the complaints I am mentioning here. What calls were exchanged are not in dispute here. Their representative scammed me into signing a contract I did not agree to. Regards,[redacted]

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.We have already been in contact with customer service. It is their customer service who told us not to bother sending in the documents previously listed, as they would not be acceptable. Either there is some serious lack of communication within the company, or lying is a matter of standard business practice at all levels, not just their door to door representatives, which matter has still not been addressed either here, or with customer service when we contacted them previously. At this time, we no longer reside in the house in question. My family has moved out of state, and I will shortly follow. As far as I am concerned, the matter may as well be closed. In complete honesty, I'm not sure I trust this company with any documents other than some of those listed previously, and their customer service has told us they won't work. That's why they weren't sent in. 
Regards,
[redacted]

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 has reviewed the account and apologies for any confusion and troubles pertaining to the consumer’s account and process. 
size="3">Planet Energy can confirm that the account is now in good standing with Planet Energy.  Planet Energy can also confirm that the consumer paid the early termination charges.  The customer does not need to send any documentation to clarify payment.
 
Planet Energy has attempted to contact the consumer and left a voicemail for the consumer.  Planet Energy is issuing a reimbursement of the termination charges to the customer, in full, which the consumer paid.  The consumer does not need to take any further action for this to take effect.
 
Should the consumer have any further questions, they are advised to contact Planet Energy.

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]

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 August 18, 2016.  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 agreement. The 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 $1,800 fee to break the agreement with Planet Energy.  This is a non-factual statement.  The consumer’s termination charges are $225 which the consumer was informed of in writing as well as verbally. The consumer signed and verified the agreement with Planet Energy, and as such, the consumer’s agreement is valid. Planet 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.

The consumer ([redacted]) entered into an electricity supply agreement with Planet Energy on November 30, 2015.  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 3 years.  The statement by Ms. [redacted] that Planet Energy, nor its representative did not state the agreement is for 3 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.

The consumer’s complaint has a number of non-factual statements, and contradictory statements within the complaint.  For example, the consumer stated that she was applying for the CAP program, however also stated that she had been a long standing CAP program customer, for many years.  The...

consumer stated that she contacted Planet Energy via mail and via telephone, however the consumer’s record does not contain contact records from the consumer.  The consumer also stated that she was being billed by Planet Energy, however also stated that she was not a customer of Planet Energy.  These statements are contradictory and non-factual. However, Planet Energy has confirmed that the consumer is a CAP customer.  As such, Planet Energy has as a good will gesture, cancelled the consumer’s account without early termination charges.  The consumer is not required to take further action for this to be in effect. Planet Energy has closed the matter as a resolved.

The consumer’s complaint has a number of non-factual statements, and contradictory statements within the complaint.  For example, the...

consumer stated that she was applying for the CAP program, however also stated that she had been a long standing CAP program customer, for many years.  The consumer stated that she contacted Planet Energy via mail and via telephone, however the consumer’s record does not contain contact records from the consumer. 

The consumer also stated that she was being billed by Planet Energy, however also stated that she was not a customer of Planet Energy.  These statements are contradictory and non-factual.

However, Planet Energy has confirmed that the consumer is a CAP customer.  As such, Planet Energy has as a good will gesture, cancelled the consumer’s account without early termination charges.  The consumer is not required to take further action for this to be in effect.

Planet Energy has closed the matter as a resolved.

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.  Planet Energy contacted the consumer via an outbound...

telephone call in order to verify the agreement with the consumer.  During the verification call the consumer confirmed having entered into the agreement with Planet Energy, as well as pertinent points of the agreement. The consumer claims that Planet Energy did not inform her that it was a separate company.  The consumer specifically and affirmatively confirmed with Planet Energy that Planet Energy was an independent company and that it was not affiliated with the government of Ohio or Cleveland Illuminating.   The consumer claims that Planet Energy did not inform her that she entered into a 3 year contract.  The consumer specifically and affirmatively confirmed with Planet Energy that the agreement was for a three year term, and that she entered into the agreement. The consumer is also not correct about a policy regarding Saturday sales, which is Planet Energy’s practise.  Planet Energy cannot comment on what some other person told her. Upon review, many of the consumer’s statements were significantly non-factual.  As such, Planet Energy determined the invalidity of the consumer’s statements.    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 want to pay the applicable early termination charges.  If the consumer provides valid documentation, termination charges will be waived.

The consumer confirmed entering into the agreement with Planet Energy, and conducting a verification call which includes outlining the consumer’s 10 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, 2016 to enquire about cancellation periods, but does not have record of 3 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 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 10 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 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 10 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.

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.
0pt;"> 
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.

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.

Planet Energy appreciates the opportunity to respond via the Revdex.com forum. Upon review of the consumer’s accounts, it appears that the account was mistakenly escalated to collections.  The account was withdrawn from collections in September, 2017.  Should any further matters require...

resolution, the consumer is encouraged to contact Planet Energy.

The young men who came by to offer Planet Energy's services were very polite, articulate, and knowledgeable about energy services. They were very patient with my questions and they were very professional; they even showed me their badges without me having to ask.
I'm interested in switching to green-sourced, renewable energy, and I plan to purchase the Planet Energy plan.
Thank you for offering more choices for my electric supply.