I called and left Mr*** a message to call me back and sent him an email as well. I let him know that I have waived any cancellation fees associated with him switching back to ***
Complaint: ***
I am rejecting this response because: These people are lyingWe were charged a $20/month fee on top of the cost of gasThey have a history of complaints from customers over charging mystery feesWe were not informed in person or in writing about the $20/ month feeWe want this fee refunded from our bills
Sincerely,
*** ***
I contacted *** *** this morning to explain that she will be switched back to *** on 8/23/ I also explained to her that I will request that *** process a retro disconnect effective 2/23/ Once processed, Ms*** will see a credit on her *** invoice in approximately
one billing cycle I also gave her my direct contact info in case she has further questions or if something else comes up
I have read and reviewed this complaint After pulling up the account information, I recognized this customer originally signed up back in September of We are now in I have submitted the request to cancel the customer's service with Blue Spruce Energy This
process is handled by the utility (PG&E) and will take one billing cycle to complete I can provide a copy of the sales agreement and/or TPV if the customer wishes Because so much time has passed between the enrollment date and the date this complaint was submitted, we feel it would be unfair for us to reimburse the customer 2+ years of servic
Hello ***, I completely understand and have sent you an email directly. I have attached a copy of my email for the record. Please let me know if there is anything else we need to do for you. Thanks,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf the company does not follow through with a refund an additional complaint will be filed
Sincerely,
*** ***
I have tried calling the customer a few times and I am unable to leave a voice message. I have requested a copy of the sales agreement and am also asking the Director of Sales to investigate this matter. I can see that the customer did call in on 2/1/16 and submitted a cancellation...
request. This request will be finalized on 3/15/2016. I would like to speak with the customer directly. Please call me back at [redacted].The original rate the customer signed up for should have been our discounted intro rate of 10% below PG&E's posted price for the first two months of service. Again, I am having the Director of Sales investigate this and to provide a copy of the sales agreement.
As per the required process, the Agent called into a third party verification and there were no issues during the verification call. The purpose of the third party verification call is to ensure that a neutral third party can confirm the consumer understanding of the terms of agreement....
During the verification, does not ask any questions or object any statements. During the recorded call, which I’ve attached for your reference, the third party verification agent goes over the following points and received affirmative responses confirming understanding: - The customer is choosing Blue Spruce Energy Services as their gas supplier. - The offer is a fixed rate of 68.9 cents per therm, which is good through October 2016, along with a $4.95 monthly customer service fee. - Cancellation parameters of $50. - The customer is selecting to participate in the Renewable Energy Certificate program, at approximately 1.5 cents per kilowatt hour used. - As with Blue Spruce’s natural gas energy products, the RECs will appear as a line item on the customer PG&E bill. Per the third party verification recording, the customer was made aware and agreed to the monthly fee, supply rate and the cancellation parameters. Unfortunately, this enrollment pre-dates the third party verification addition of the language which advises the customer that the offer does not promise financial savings. We been able to contact 121 enrollments of his during welcome calls to customers throughout his tenure on the campaign and the agent, [redacted], does not have a history of other incidents where customers have reported a similar situation of misrepresentation of offer. Please note that based on this allegation however, that the agent was retrained and addressed on ensuring that the Green offer is not presented in any way shape or form as a ‘savings’ offer as a precaution. Please advise what additional information may be needed with regard to this enrollment or if there are any questions with regard to the information that has been provided.
Initial Business Response /* (1000, 6, 2015/12/17) */
I called and left [redacted] a message letting him know that I have submitted a cancellation request for the [redacted] enrollment. He will not become a [redacted] customer. I am also addressing the concern about the rep in question. ...
all of the [redacted] reps need to be wearing ID badges as well as a shirt with our logo on it. I will be in contact with the manager of the sales dept.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to [redacted] from [redacted] for his rapid response to this issue. [redacted] does seem like a good company doing good work; but this particular salesperson gave a poor representation. In addition to claiming to be from PG&E, the salesperson's ID had the PG&E logo, and a laminated paper on top of his clipboard also had the PG&E logo.
I appreciate [redacted]'s response and hope they can prevent these types of sales practices in the future.
I called and spoke with the customer's daughter today and explained that I will have the Director of Sales review this with the rep in question. Also, this enrollment has been cancelled and will not take place. The customer will remain with PG&E. The customer seemed to be ok...
I have cancelled [redacted]'s enrollment and she will remain with PG&E. There will not be any cancellation fees. I have attached a copy of my email to [redacted].
Left message for customer explaining that I have no problem waiving the $50.00 cancellation fee. I also explained that according to the notes on the account in our system, one of our customer service reps pulled the TPV (Third Party Verification) recording and it was valid. I also asked...
[redacted] to give me a call back directly to disucss anything further.
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. I did not take the call from Blue Spruce but a voicemail was left for me. A manager named [redacted] said he would cancel my contract with them and there would be no fees associated with my "account".
Sincerely,
[redacted]
I called and left a message for [redacted]. I explained I need the ESP number on his mom's bill from PG&E. I am unable to pull the account information with what was give in this complaint. I have asked [redacted] to either give me a call back, send me an email and/or respond to this complaint...
Complaint: [redacted]
I am rejecting this response because: His response: Also, this enrollment has been cancelled and will not take place. The customer will remain with PG&E. The customer seemed to be ok with this being the resolution. thanks.What other option do I have. And BTW, the enrollment was cancelled because I CALLED and canceled it the day before. When I asked about the recorded message that my Mother-In-Law had agreed to switching services, it miraculously had disappeared. What a coincidence. Yeah, I am sure they will go back and talk to their customer representative who identified himself as a PG&E employee and reprimand him. Although I question why an employee at Blue Spruce Energy would even think of identifying himself as a PG&E employee unless instructed to do so. I also wonder how "legal" they were in getting the okay from my Mother-in-law to switch plans especially when she told them over the phone that she did NOT understand what they were saying and to please call her son (my husband) and gave them the number. I am very disappointed that they appeared to be taking advantage of the situation just to get a customer.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
Initial Business Response /* (1000, 15, 2015/06/17) */
I have reached out to the customer to let her know I'm researching the issue and will get back to her later this afternoon. I will also update this complaint at that time.
Initial Consumer Rebuttal /* (3000, 18, 2015/06/18) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
I have not received any communication from them.
Final Business Response /* (4000, 20, 2015/06/25) */
I, [redacted], requested a refund check in the amount of $202.00 to be sent to the customer's address of record. I also sent the customer an email letting her know that she should be getting this check in the mail. The $202.00 covers all customer charges for the time she was a customer with Blue Spruce.
Complaint Response Date bumped because: Holiday
The tape of record ([redacted]) is the only thing we can go by. if the person on the line confirms he/she is authorized to make decisions, that is what we go with. The customer is now back with [redacted] and we did waive the $50.00 cancellation fee. We feel the situation has been handled...
Hello - I have reviewed the information and as a courtesy I am willing to reimburse...
the customer for what he is asking ($170). Although we do have a tape of record, the customer stated it wasn't him or someone authorized. I will grant the customer's request as a courtesy. The reimbursement check should be received by the customer within a 2 week period from today, 5/3/2017.
Complaint: [redacted]
I am rejecting this response because: I have to wait and see if the company actually did what they said. As I mentioned, the company had "promised" to canceled this agreement twice since two weeks ago, but in fact it didn't happen. In addition, when I called the company today to ask for any written evidence, an Email or anything to show they actually cancels the agreement, they refuse to provide anything. As a result, I find myself not able to trust the company, not yet. However, I do think this resolution is satisfactory to me if it is true. I need something more than "what they say", some concrete proof, or I have to wait until I see my next month's PG&E bill. Nonetheless, I appreciate the company's quick response. Sincerely, [redacted]
Sincerely,
[redacted]
I called and left Mr*** a message to call me back and sent him an email as well. I let him know that I have waived any cancellation fees associated with him switching back to ***
Complaint: ***
I am rejecting this response because: These people are lyingWe were charged a $20/month fee on top of the cost of gasThey have a history of complaints from customers over charging mystery feesWe were not informed in person or in writing about the $20/ month feeWe want this fee refunded from our bills
Sincerely,
*** ***
I contacted *** *** this morning to explain that she will be switched back to *** on 8/23/ I also explained to her that I will request that *** process a retro disconnect effective 2/23/ Once processed, Ms*** will see a credit on her *** invoice in approximately
one billing cycle I also gave her my direct contact info in case she has further questions or if something else comes up
I have read and reviewed this complaint After pulling up the account information, I recognized this customer originally signed up back in September of We are now in I have submitted the request to cancel the customer's service with Blue Spruce Energy This
process is handled by the utility (PG&E) and will take one billing cycle to complete I can provide a copy of the sales agreement and/or TPV if the customer wishes Because so much time has passed between the enrollment date and the date this complaint was submitted, we feel it would be unfair for us to reimburse the customer 2+ years of servic
Hello ***, I completely understand and have sent you an email directly. I have attached a copy of my email for the record. Please let me know if there is anything else we need to do for you. Thanks,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf the company does not follow through with a refund an additional complaint will be filed
Sincerely,
*** ***
I have tried calling the customer a few times and I am unable to leave a voice message. I have requested a copy of the sales agreement and am also asking the Director of Sales to investigate this matter. I can see that the customer did call in on 2/1/16 and submitted a cancellation...
request. This request will be finalized on 3/15/2016. I would like to speak with the customer directly. Please call me back at [redacted].The original rate the customer signed up for should have been our discounted intro rate of 10% below PG&E's posted price for the first two months of service. Again, I am having the Director of Sales investigate this and to provide a copy of the sales agreement.
As per the required process, the Agent called into a third party verification and there were no issues during the verification call. The purpose of the third party verification call is to ensure that a neutral third party can confirm the consumer understanding of the terms of agreement....
During the verification, does not ask any questions or object any statements. During the recorded call, which I’ve attached for your reference, the third party verification agent goes over the following points and received affirmative responses confirming understanding: - The customer is choosing Blue Spruce Energy Services as their gas supplier. - The offer is a fixed rate of 68.9 cents per therm, which is good through October 2016, along with a $4.95 monthly customer service fee. - Cancellation parameters of $50. - The customer is selecting to participate in the Renewable Energy Certificate program, at approximately 1.5 cents per kilowatt hour used. - As with Blue Spruce’s natural gas energy products, the RECs will appear as a line item on the customer PG&E bill. Per the third party verification recording, the customer was made aware and agreed to the monthly fee, supply rate and the cancellation parameters. Unfortunately, this enrollment pre-dates the third party verification addition of the language which advises the customer that the offer does not promise financial savings. We been able to contact 121 enrollments of his during welcome calls to customers throughout his tenure on the campaign and the agent, [redacted], does not have a history of other incidents where customers have reported a similar situation of misrepresentation of offer. Please note that based on this allegation however, that the agent was retrained and addressed on ensuring that the Green offer is not presented in any way shape or form as a ‘savings’ offer as a precaution. Please advise what additional information may be needed with regard to this enrollment or if there are any questions with regard to the information that has been provided.
Initial Business Response /* (1000, 6, 2015/12/17) */
I called and left [redacted] a message letting him know that I have submitted a cancellation request for the [redacted] enrollment. He will not become a [redacted] customer. I am also addressing the concern about the rep in question. ...
all of the [redacted] reps need to be wearing ID badges as well as a shirt with our logo on it. I will be in contact with the manager of the sales dept.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to [redacted] from [redacted] for his rapid response to this issue. [redacted] does seem like a good company doing good work; but this particular salesperson gave a poor representation. In addition to claiming to be from PG&E, the salesperson's ID had the PG&E logo, and a laminated paper on top of his clipboard also had the PG&E logo.
I appreciate [redacted]'s response and hope they can prevent these types of sales practices in the future.
I called and spoke with the customer's daughter today and explained that I will have the Director of Sales review this with the rep in question. Also, this enrollment has been cancelled and will not take place. The customer will remain with PG&E. The customer seemed to be ok...
with this being the resolution. thanks.
I have cancelled [redacted]'s enrollment and she will remain with PG&E. There will not be any cancellation fees. I have attached a copy of my email to [redacted].
Left message for customer explaining that I have no problem waiving the $50.00 cancellation fee. I also explained that according to the notes on the account in our system, one of our customer service reps pulled the TPV (Third Party Verification) recording and it was valid. I also asked...
[redacted] to give me a call back directly to disucss anything further.
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. I did not take the call from Blue Spruce but a voicemail was left for me. A manager named [redacted] said he would cancel my contract with them and there would be no fees associated with my "account".
Sincerely,
[redacted]
I called and left a message for [redacted]. I explained I need the ESP number on his mom's bill from PG&E. I am unable to pull the account information with what was give in this complaint. I have asked [redacted] to either give me a call back, send me an email and/or respond to this complaint...
with the ESP#.
Complaint: [redacted]
I am rejecting this response because: His response: Also, this enrollment has been cancelled and will not take place. The customer will remain with PG&E. The customer seemed to be ok with this being the resolution. thanks.What other option do I have. And BTW, the enrollment was cancelled because I CALLED and canceled it the day before. When I asked about the recorded message that my Mother-In-Law had agreed to switching services, it miraculously had disappeared. What a coincidence. Yeah, I am sure they will go back and talk to their customer representative who identified himself as a PG&E employee and reprimand him. Although I question why an employee at Blue Spruce Energy would even think of identifying himself as a PG&E employee unless instructed to do so. I also wonder how "legal" they were in getting the okay from my Mother-in-law to switch plans especially when she told them over the phone that she did NOT understand what they were saying and to please call her son (my husband) and gave them the number. I am very disappointed that they appeared to be taking advantage of the situation just to get a customer.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
Initial Business Response /* (1000, 15, 2015/06/17) */
I have reached out to the customer to let her know I'm researching the issue and will get back to her later this afternoon. I will also update this complaint at that time.
Initial Consumer Rebuttal /* (3000, 18, 2015/06/18) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
I have not received any communication from them.
Final Business Response /* (4000, 20, 2015/06/25) */
I, [redacted], requested a refund check in the amount of $202.00 to be sent to the customer's address of record. I also sent the customer an email letting her know that she should be getting this check in the mail. The $202.00 covers all customer charges for the time she was a customer with Blue Spruce.
Complaint Response Date bumped because: Holiday
The tape of record ([redacted]) is the only thing we can go by. if the person on the line confirms he/she is authorized to make decisions, that is what we go with. The customer is now back with [redacted] and we did waive the $50.00 cancellation fee. We feel the situation has been handled...
correctly.
Hello - I have reviewed the information and as a courtesy I am willing to reimburse...
the customer for what he is asking ($170). Although we do have a tape of record, the customer stated it wasn't him or someone authorized. I will grant the customer's request as a courtesy. The reimbursement check should be received by the customer within a 2 week period from today, 5/3/2017.
Complaint: [redacted]
I am rejecting this response because: I have to wait and see if the company actually did what they said. As I mentioned, the company had "promised" to canceled this agreement twice since two weeks ago, but in fact it didn't happen. In addition, when I called the company today to ask for any written evidence, an Email or anything to show they actually cancels the agreement, they refuse to provide anything. As a result, I find myself not able to trust the company, not yet. However, I do think this resolution is satisfactory to me if it is true. I need something more than "what they say", some concrete proof, or I have to wait until I see my next month's PG&E bill. Nonetheless, I appreciate the company's quick response. Sincerely, [redacted]
Sincerely,
[redacted]