Respond Power

Good Afternoon,
We are sorry if the customer felt under-informed when making his selection for an energy supplier. We encourage the customer to visit the PA Power to Choose website for additional information regarding fixed versus variable rate plans. We will take the customers...

comments under consideration as we continue to work to better serve our customers. 
Regards,

I went with respond power as my natural gas supplier because they would save me 30% off my heating bill. this month they charged $0.99 per ccf and [redacted] is only charging $0.49. I switched back to [redacted].

Good Evening,
The customer enrolled in a variable rate plan. The sales representatives of our partner vendor are strictly prohibited from guaranteeing savings, however, they may state that historically we have saved customers money. Unfortunately, the energy
market...

performed very poorly this past winter due to decreases in energy supply
and increases in demand due to the cold weather. While suppliers like Major
Energy/Respond Power base the rate on a daily rolling average and hedging, most
utilities purchase energy in massive block and adjust quarterly or
semi-annually. Because of that, sometimes suppliers find themselves with higher
rates than utilities. Eventually trends reverse and utilities are forced to
adjust their rates to make up for losses due to underpriced supply sold to
customers during high markets.
The customer's account has now been cancelled. No refund or adjustment is due in this situation.
Regards,

Good Afternoon,
We are sorry that the customer is dissatisfied with our last response.  The salesman the customer interacted with is an outsourced independent sales agent that works for a partner vendor, separate from our company.  I have attached the customer's application as verification that she did enroll in a variable rate account.  
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 Never was I given or sent anything in writing informing me that rates were variable.  I believe that as a responsible business it is Respond Energy's duty to give customers a written agreement saying that they are being put into the debt of a company that uses "variable rates".  I have spoken to a number of other people whom share my distress with this company, all of whom live in apartment complexes and have less of a budget for issues like this.  It is also my belief that Respond Energy has targeted these areas to dupe people of lesser means.  I am not satisfied by a response saying it was "because of the weather".  My normal supplier's charges increased by 1 cent.  Your rates tripled after the sales rep who knocked on my door guaranteed me that it would be cheaper to go with Respond Power.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Morning,
Please note that we are only the commodity charge of your bill.  The rest of the bill are charges from your utility.  Your account has been cancelled.  Please contact your utility for budget billing options.
Regards,

Good Morning,
Please refer to our earlier response for an explanation of our charges.  We do not handle your billing directly.  You will need to talk to [redacted] for copies of previous bills.
Regards,

Good Morning,
Please note that the time it takes to switch you back to your utility is entirely up to the utility itself.  We forward requests for cancellation within 24 hours, but most utilities take one to two billing cycles to process the switch.  
Regards,

Good Afternoon,
We are sorry the customer remains dissatisfied. We will take the customer's comments into account as we continue to evaluate the sales practices of our partner vendors and grow as a company.
Regards,

Good Afternoon,
According to the complaint, the customer is unhappy with the recent rate being charged.
The customer agreed to 12 month fixed rate contract.  After that 12 months, the customer's account switched to a variable rate plan, meaning the rate would be...

determined by the energy market.
As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February ** press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well.
[redacted]
Finally, the account has been canceled and it is now up to the utility to process the cancellation.  
We are truly sorry for your experience.  If you have further concerns please contact customer service.
Regards
 
In addition please see this informative article.
Why Have
Energy Bills Increased – Explaining Price Volatility
It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.
Why did
prices rise?
Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.
There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.
This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.
Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.
It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.
As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.
In the
meantime, there are some things that can be done to help manage energy bills.
Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.
Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.
Customers interested in price stability can also investigate
fixed price options that many suppliers offer.
Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.
Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

BUYER BEWARE. Respond Power sent out door-to-door sales reps and in person they give you promises to provide lower FIXED rates than my prior supplier. Then when they provide you with the paper work and invoices it does not match, it is a variable rate and they do not meet what they promise you in person.
Respond Powers rates .35 cents per kWh. Other power companies rates are 0.07-.09 cents per kWh during the same period of time. It is not only the local company that has these low rates. Current market prices do not support these crazy price hikes they are charging. Please note that I have been aware by the ** Attorney General office, they have a file open regarding Respond Power.
And per their response below they are not willing to rectify their price gauging. I tried working it out with them directly, and when they were not willing, I cancelled my account for a better more honest company.
Yes, I did contact the Public Utility Commission and they were not able to help me, but they did recommend another course of action that I am taking as well.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Morning,
We apologize that the customer has experienced rate increases recently.  The customer was enrolled in a variable plan, meaning her rates would be determined by the energy market.  Please see the article below for more information on why rates have risen....

 We have now cancelled your account.  Please note that while we forward cancellation requests to your utility within 24 hours, it typically takes the utility one to two billing cycles to process those requests.  We are sorry to lose you as a customer.
Regards,
Why Have Energy Bills Increased – Explaining Price Volatility
It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.
Why did
prices rise?
Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.
There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.
This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.
Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.
It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.
As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.
In the
meantime, there are some things that can be done to help manage energy bills.
Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.
Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.
Customers interested in price stability can also investigate
fixed price options that many suppliers offer.
Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.
Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites,[redacted]

The customer has been with our company for over 2 years on a variable rate.  A member of our customer service has answered the customer.

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 and the matter has been resolved.*
Sincerely,...


[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I DID NOT ACCEPT ANY CONTRACT WITH THSI COMPANY BUT ON MARCH ** OR ** I GOT AN EMAIL SAYING THAT MY CONTRACT WAS CANCELED
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Morning,
We are sorry the customer remains dissatisfied.  However, our last response was responsive to the customer's complaint.
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Again the company has avoided the major issue which is the fact that they solicited an unauthorized change to my account!!  I want reimbursed the coverages on my account due to the UNAUTHORIZED change that resulted in a massive spike in my bill!!!!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
So basically you are saying that what you did was wrong. Thank you for that. So it is OK to do such a thing to a loyal customer of 3 years and not to just any of your customers. Glad this is your business model. I no longer use their service and have told everyone in my area to droip them as a business provider. I guess this is all I can do. Thank you SO kindly.
Sincerely,
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
[redacted]

We apologize for any misunderstanding the customer may have. Customer's allegation of price gauging is factually incorrect. As stated before, no refund or adjustment is warranted as customer was billed in accordance with the terms and conditions

Good Afternoon,
According to the complaint, the
customer states that she is unhappy with the rate being charged and not being able
to contact our customer service department.
We are very sorry that she could not
reach our customer service.  We...

have been
in contact with many customers and are returning calls as soon as possible.
As has been widely reported, there
has been a spike in the wholesale energy market which was reflected on the most
recent bill. This is merely a reflection of the current energy market where a
shrinking supply of electricity is under the strain of massive demand due to
one of the coldest winters on record. We are referring customers to the
February 14 press release from the PUC regarding this issue. (Please see
attached)  In addition, this is not just happening in Pennsylvania. 
Please see this link relating to New York prices as well. [redacted]
Finally, the account has been
canceled by our company and it is now up to the utility to process the
cancellation.  Please contact your
utility for budget billing concerns.
We are truly sorry for your
experience and advise you to sign up on a fixed rate that will ensure price
protection.
Regards
 
In addition please see this informative article.
Why Have
Energy Bills Increased – Explaining Price Volatility
It has
been a record cold winter across much of the country, and many have been
expressing deep concern as to why energy bills have been so high. Regardless of
whether energy is purchased from a utility or a competitive energy supplier,
customers have seen electricity and natural gas prices spike in many parts of
the Northeast and Mid-Atlantic regions.
Why did
prices rise?
Simply
put, the issues at hand are the cold weather, electric grid and natural gas
pipeline capacity, and the increasing use of natural gas not just for heating
purposes, but to create electricity.
There is
ample gas supply in the United States, especially given the boom in shale gas.
What customers are feeling are the results of a strained transportation and
infrastructure system that delivers electricity and gas. When demand is high
and capacity is constrained, costs increase.
This
winter’s “polar vortex” has increased the demand for both natural gas and
electricity, resulting in significant congestion in the natural gas pipelines
and on the electric grid (the highways of the energy system). Everyone relies
on these natural gas pipelines and the electric grid to get energy from where
it is produced to where it is used by the homeowner, the tenant, and the
business owner. Just like only so many cars can efficiently travel along a
highway, only so much natural gas and electricity can move through the natural
gas pipeline system and the electric grid.
Also,
while more and more people are using natural gas directly for heating purposes,
electricity generators are also increasingly using natural gas to produce
affordable power. In the short-term, this electricity generation is putting
further strain on the natural gas capacity in certain parts of the country. At
the same time there are also bottlenecks on some parts of the electric grid,
preventing electricity from getting from the generators to the consumers in an
efficient manner.
It’s
known from economics that constraints on supply (such as not being able to get
gas from where it is plentiful to where it is needed) cause prices to rise, and
this has occurred in the wholesale energy markets. The result? Competitive
energy suppliers and utilities alike are paying higher than normal prices when
purchasing from the wholesale market in order to provide energy to homeowners,
tenants, and business owners. This is causing everyone’s bills to rise.
As the
winter weather gradually improves and temperatures rise, the demand for energy
to heat homes and businesses will decrease, placing less pressure on the
nation’s electricity grid and allowing energy prices from suppliers and
utilities to normalize. However, winter weather may very likely be around for
some weeks to come. Despite the unusual weather, the gas and electric delivery
systems have proven to be highly reliable this winter. A number of new natural
gas pipelines and electricity transmission lines are planned or under
construction which should reduce the chances of a similar price spike in the
future.
In the
meantime, there are some things that can be done to help manage energy bills.
Conserve energy as much as possible. For example, make sure
doors and windows are well insulated, seal any air leaks, and lower the
water temperature setting to 120 degrees on the water heater.
Customers using a competitive supplier and who are on a
variable rate plan or whose fixed contracts have expired, should review
their contract to confirm the accuracy of the pricing and call their
supplier if they have any questions.
Customers interested in price stability can also investigate
fixed price options that many suppliers offer.
Customers in need of financial assistance should investigate
their state’s home heating assistance programs. In many states, a customer
can stay with a competitive supplier and still receive assistance paying
utility bills.
Customers should visit their
state’s “energy shopping” websites to compare offers from different suppliers.
For a list of shopping websites, visit http://www.CompetitiveEnergy.org.