Respond Power

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: That is what they kept telling me on the phone over and over again and I was talking to our property maintenance people and they said that this has happened to the people who ended up cancelling the service and not to everyone In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Good Morning, The customer's fiance enrolled in a variable rate plan and confirmed that she was authorized to make changes to the account I have attached the signed sales agreement as confirmation The customer was enrolled with our company for over a year The account has now been cancelled We are sorry if the customer had a bad experience Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint My Complaint has NOT been resolved because: [Your Answer Here] My complaint has not been resolved because my bill has NOT BEEN ADJUSTED TO REFLECT A MANAGEABLE RATEI have heard nothing from the *** or Respond Power In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We are sorry the customer feels that our company has done something wrong We are not refunding for the commodity that was provided, but we have looked into our independent marketers to ensure they follow proper guidelines Cancellation fees are only charged to customers who cancel a fixed rate Please see the below article to learn about the recent market fluctuationWhy 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 highRegardless 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 gasWhen 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 ownerJust 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 powerIn the short-term, this electricity generation is putting further strain on the natural gas capacity in certain parts of the countryAt 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 marketsThe result? Competitive energy suppliers and utilities alike are paying higher than prices when purchasing from the wholesale market in order to provide energy to homeowners, tenants, and business ownersThis 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 normalizeHowever, winter weather may very likely be around for some weeks to comeDespite the unusual weather, the gas and electric delivery systems have proven to be highly reliable this winterA 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 billsConserve energy as much as possibleFor example, make sure doors and windows are well insulated, seal any air leaks, and lower the water temperature setting to degrees on the water heaterCustomers 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 questionsCustomers interested in price stability can also investigate fixed price options that many suppliers offerCustomers in need of financial assistance should investigate their state’s home heating assistance programsIn many states, a customer can stay with a competitive supplier and still receive assistance paying utility billsCustomers should visit their state’s “energy shopping” websites to compare offers from different suppliers For a list of shopping websites, visit [redacted]

Good Afternoon, The customer received the additional information he requested from our customer service department via email on If he should require further assistance he should continue to communicate with our customer service department Regards

We apologize for any inconvenience the customer has experienced. The customer enrolled in a variable rate plan with our company via a door-to-door sale on April **, 2012. The customer’s signed application is included for confirmation. T /> 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 [redacted] /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 reason the local utility company's rate was less is due to the fact that they purchased the energy for their customers months prior to the spike in prices. Since the customer was on a variable rate plan, the energy was purchased on a month to month basis at the then current market prices. Customer has also submitted a complaint to the Pennsylvania Public Utility Commission. An investigation was undertaken and it was determined that no refund or adjustment is due. The customer’s account was cancelled on 32014 and was processed by the utility on 42014. No termination fees were assessed. Because the customer validly enrolled in a variable rate plan, no refund or adjustment will be given.

Good Morning, We are sorry the customer is unhappy with our response We will not be issuing a refund For help paying your bill, please contact your utility for budget billing options Regards,

Good Afternoon, Apparently there was a problem with your utility processing the cancellationIt has now been cancelled and we will not appear on any of your bills going forward Regards,

Good Afternoon, We are sorry that you had trouble reaching our customer service departmentYour account has been canceled, but it usually takes 1-billing cycles for your account to return to your utility You can contact your utility to confirm the request has been received Regards,

Good Morning, According to the complaint, the customer is unhappy with the recent rate being charged and would like to cancel her account The customer agreed to a variable rate contract, 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 billThis 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 recordWe 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 The request should be forwarded to your utility company within hoursTurnaround time for returning the account to your utility can take 1-bill cyclesYou may contact your utility to confirm the request has been receivedPlease 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 highRegardless 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 gasWhen 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 ownerJust 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 powerIn the short-term, this electricity generation is putting further strain on the natural gas capacity in certain parts of the countryAt 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 marketsThe result? Competitive energy suppliers and utilities alike are paying higher than prices when purchasing from the wholesale market in order to provide energy to homeowners, tenants, and business ownersThis 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 normalizeHowever, winter weather may very likely be around for some weeks to comeDespite the unusual weather, the gas and electric delivery systems have proven to be highly reliable this winterA 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 possibleFor example, make sure doors and windows are well insulated, seal any air leaks, and lower the water temperature setting to 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 programsIn 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]

Good Afternoon, According to the complaint, the customer states that she is unhappy with the current rate being charged The customer agreed to a variable rate contract, meaning her 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 billThis 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 recordWe 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 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 highRegardless 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 gasWhen 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 ownerJust 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 powerIn the short-term, this electricity generation is putting further strain on the natural gas capacity in certain parts of the countryAt 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 marketsThe result? Competitive energy suppliers and utilities alike are paying higher than prices when purchasing from the wholesale market in order to provide energy to homeowners, tenants, and business ownersThis 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 normalizeHowever, winter weather may very likely be around for some weeks to comeDespite the unusual weather, the gas and electric delivery systems have proven to be highly reliable this winterA 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 possibleFor example, make sure doors and windows are well insulated, seal any air leaks, and lower the water temperature setting to 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 programsIn 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

Good Morning, We apologize that the customer has had difficulty contacting our customer service department That department has experienced a drastic increase in call volume We have recently taken steps to improve that department and better serve our customers I encourage the customer to try again to contact customer service as it is getting increasingly easier to get through Again, we sincerely apologize for your bad experience Regards,

Our last answer was responsive to the customer's complaint

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: I asked repeatedly to get my money back that was overcharged from the use of the electricity to heat our home The person promised that the rate would not go higher than [redacted] that is all I want to get the money back that was charged In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The customer initially enrolled in a variable rate plan with our company via a door-to-door sale on July **, The customer’s singed sales agreements are included for verificationThe rates on a variable rate plan are subject to change based on market conditions /> Unfortunately, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weatherWhile 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-annuallyBecause of that, sometimes suppliers find themselves with higher rates than utilitiesEventually 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 All of customer's accounts have since been cancelled and no refund or adjustment is warranted

Good afternoon, We are sorry for the experience the customer had in this situation Since making this complaint the customer has talked to our customer service department and had her issue resolved A refund check will be issued to the customer on 4/*/ Again, we apologize Regards,

Good Morning, We are the sorry the customer remains dissatisfiedThe customer's enrollment in a variable rate plan was confirmed by a signed sales agreementWe have no record of the customer attempting to cancel prior to AprilWe encourage the customer to contact our customer service department if there are remaining questions Regards

We apologize for any incovenience the customer has experiencedCustomer was enrolled in the variable rate planPlease see attachedThe rates on a variable plan fluctuate with the energy marketUnfortunately, the energy market performed very poorly this past winter due to decreases in energy supply and increases in demand due to the cold weatherWhile 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-annuallyBecause of that, sometimes suppliers find themselves with higher rates than utilitiesEventually 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 Customer's account was cancelled on 4/ [redacted] and processed by the utility company on 5/**Customer was validly enrolled in the variable rate plan and no refund is warranted

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: [My complaint is in no way resolvedI find it odd the company was unable to answer my question as to why they are able to offer new customers a low rate when "market prices" are so "high." I am not asking for a refund, I want the balance of $adjustedI have spoken to [redacted] and they said I need to work it out with the company.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Good Afternoon, Roman', serif;"> According to the complaint, the customer wants to be canceled because of high rates We have already sent a cancellation request to the Utility and it may take up to a couple of billing cycles for them to process Our customer Service tried to call the customer on February **, without any answer According to the signed sales agreement (attached), Customer agreed to a variable rate contract over a year ago, meaning her rate would be determined by the energy market We do not produce any literature that advises that our rates will always be lower than the utility As has been widely reported, there has been a spike in the wholesale energy market which was reflected on the most recent billThis 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 recordWe are referring customers to the February [redacted] press release from the PUC regarding this issue(Please see attached) Please see the following link for a news article about commodity charges [redacted] We are truly sorry for your experience and advise you to sign up on a fixed rate that will ensure price protection Regards