ComplaintsforMC Squared Energy Services

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our ************* was switched to MC Squared without our knowledge or consent, and the bill nearly doubled for the same usage we usually have, I call ComEd and they told me that the bill is controlled by MC2 and that the usage rate went from 6 cents per KW to around 77 cents a KW. I cancelled today through their website but I feel that got robbed for months and wasn't aware it was happening until I called about a faulty meter. Please rectify the situation as I would hate to take it up legally.Thank you

  Business response

  06/24/2024

  Dear BBB, 

  On August 10, 2009, Governor ***** signed into law Public Act 096-0176, which allows municipalities to arrange for the provision of electric to residential and small commercial retail customers by alternative electric suppliers (i.e. suppliers other than ComEd). Under this law, the municipality may seek bids for the provision of aggregate electric supply services to their residents and small businesses.  

  The Village of **************** signed an agreement on October 3rd, 2023, with MC Squared Energy Services, LLC (MC2) to administer an Electric Municipal Aggregation Program.  Notices regarding the program were mailed on November 13, 2023, from the Village,informing residents that they would be automatically enrolled with MC2,unless they opted out of the program.  Because we did not receive a request to opt out of the program, Mr. ********* account was enrolled into the ***************** Aggregation Program. 

  I directly emailed the customer this morning in response to his complaint regarding his enrollment with MC2. I informed him that his enrollment with MC2 was through the ****************** Aggregation Program and that MC2 will issue a refund for the difference in supply charges between MC2 and if he remained on ComEd's basic electric service rate. Please see attached correspondence and the calculated anticipated refund amount. We are awaiting this customer's final usage amount to add to the total refund as his drop date is scheduled for 7/18/24.  I will follow up with the customer via email when the refund check is mailed. Please let me know if you have any additional questions. 

   

  Sincerely, 

  *****************************

  Marketing Program Manager 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I guess I was signed up with MC Squared and I did not know that. My comed bill is outragous since I have been with them. I would like my money back. I canceled with them today.

  Business response

  03/21/2024

  Dear BBB, 

  On August 10, 2009, Governor ***** signed into law Public Act 096-0176, which allows municipalities to arrange for the provision of electric to residential and small commercial retail customers by alternative electric suppliers (i.e.suppliers other than ComEd). Under this law, the municipality may seek bids for the provision of aggregate electric supply services to their residents and small businesses.

  The ********************* selected MC2 to serve the eligible residents and small business customers with electric supply services for a 25-month term beginning with the September 2023 ComEd meter read cycle. ************ aggregation program with MC2 includes *******-generated wind Renewable Energy Certificates (RECs) equal to 100% of the electricity consumed by the participating accounts during the program term.
  
  Notices regarding the Electric Aggregation Program were mailed to residents by the Village on July 17, 2023, informing them they had 21 days to opt out of the program. Otherwise, they would be automatically enrolled.Because we did not receive an opt out request, *******'s account was enrolled into ************ Electric Aggregation Program.
  

  Because ******* filed a complaint requesting a refund, we analyzed the difference between what MC2 charged on the program vs what it would have been if he remained on ComEd tarrif rate. We will issue a refund for the difference. ******* should expect a refund check in the mail within the upcoming weeks. Please find attached the analysis on the refund for his account attachedl. I did send an email this morning further explaining and informing him of his refund to the email address provided in the complaint, however if came back undeliverable. I will send a letter in the mail with this explanation and analysis as well to the address we have on file.

  Additionally, there is a pending drop on your account and you will be returned to ComEd on your next available meter read. 

  Sincerely, 

  *****************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter from MC2 energy services stating I am automatically being enrolled in there program created for ************************ unless I opt out using 1 of the 4 methods they provided to opt out. My opt out by date is yet to come, 3/11/2024, and I have had to already try 3 of the 4 ways to opt out without having success to do so. The options I have tried listed on there letter is to scan the ** code they provided on the enclosed card to opt out via mobile device ******************** it took me to to a form that required a special 13 digit ID number needed to enter from the letter they sent but the letter doesn't have the special ID on it in the area the example shows it should be so it is preventing me from opting out that way. The 2nd option I tried opting out on was an online website that was just the same site as the ** code and without that special 13 digit ID number it didn't work again. A 3rd way of trying to opt out was to call them at ************ but no live employees ever pick up so that also is preventing me to opt out. From what a lot of people from my town are saying is they are all having the same problems with opting out of this. None of us want to be automatically enrolled due to all the past reviews on this company by people of other towns that said they wish they never got automatically enrolled because eventually the electric prices were higher then if they hadn't been enrolled and just had stayed with Com ** electric. Please help with getting me opted out.

  Business response

  03/22/2024

  Dear BBB, 

  We are in receipt of ******************** complaint regarding the difficulty he experienced when opting out of the ****************** Aggregation program. After further looking into the issue, I do see an error on the print job of the letters where the unique code was omitted from this mailing. However, there are three other options provided to residents as a way to opt out of the program besides using the opt out portal found on our website that requires the unique code needed. Additional ways to opt out include by phone or email provided in the letter, as well as returning the pre-paid opt out card located at the bottom of the letter. 

  **************** mentioned he called in so I did investigate further to our customer care team to ensure no issues with the phone lines. They were not able to locate a call from the phone number provided in this complaint. Our customer care team searched this customers phone number dating back to Jan 1st and have no record of this number calling in.
  They reported they have received 83 calls total in the day and the average speed of answer is about 1 minute. They also tested this phone number and did not have issues getting through to an agent.

  We went ahead and opted this customer out as he requested and furthermore placed him on a permanent opt out list. 

  Sincerely, 

  ****************************;

  Customer response

  04/02/2024

  Better Business Bureau:
  
  Thank you for the update. If they are giving their word that I am not automatically being enrolled in their program that I do not wish to be a part of then I am satisfied with their solution. Thank you.
  

  Sincerely,
  
  **********************;  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business claims to have transferred our ************************* company (ComEd) to its service (MC Squared Energy Services). We did not request this, nor do we want it. They have no right to do this!

  Business response

  02/05/2024

  Dear BBB, 

  On August 10, 2009, Governor ***** signed into law Public Act 096-0176, which allows municipalities to arrange for the provision of electric to residential and small commercial retail customers by alternative electric suppliers (i.e. suppliers other than ComEd). Under this law, the municipality may seek bids for the provision of aggregate electric supply services to their residents and small businesses. 

  The City of Highland Park signed an agreement with MC Squared Energy Services (mc2) for an Electric Municipal Aggregation Program.  An opt out letter was sent on December 19, 2023 from the City, informing residents that they would be enrolled with mc2,unless they opted out of the program.  We do not have record of an opt out by ************ at that time.
  
  We have received ************ emails to mc2 last week regarding the program and wanting to be opted out. We have responded to his emails informing him of the ************** Aggregation Program and opted him out of the program per his email request. **************** account will revert to ComEd on his next available meter read. Additionally, we have informed ************ that we placed him on a permanent opt out list so he will not receive any further correspondence from mc2 regarding future programs with the City of Highland Park. We have attached the email responses to this letter for your review.
  
  If you have any further questions, please email or call ***************************** at ********************************************************* or ************.  Thank you.
  
  *******************************************************
  Marketing Program Manager 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received a letter in June ********************************************************************** our Village and sent us a post card with the option to opt out. I immediately opted out of the program and sent it back per the instructions on the form and very much before the due date timeframe of July. They still took and used my private personal information to create an account at a higher price than would have been provided from the direct energy supplier. I want a refund of the difference all of the 'aggregate' supply pricing that you forced me into without my consent. I did not sign any paperwork agreeing to this program, in fact I did the exact opposite, requesting to opt OUT. I will be looking into privacy law representatives.

  Business response

  08/14/2023

  Dear BBB, 

  ************** emailed us directly last week on 8/9/2023 and I responded to her inquiry. We did not have record of receiving her opt out request either by phone or receiving the returned post opt out card which is why her account was enrolled into the Rolling ******* ****************** Aggregation program. Her account was billed two cycles with MC2 on the municipal Electric Aggregation program. The first bill cycle,  the ComEd rate w/PEA was ****** which was higher than ***** cents. Taking that difference by her usage for the month,  it would have saved ~ 39 cents. The second bill cycle usage was 586 kWh.  The ComEd rate for July 2023 was .06797/kWh w/PEA and the Rolling *********************** Aggregation rate is ***** so the difference would be $2.65.

  I did include in my email to ************** an Amazon eGift card for the inconvenience of being enrolled and not receiving the returned post card in the mail that she sent in. 

  Sincerely, 

  *****************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has stated they are the new power aggregate of our village, they state we have option to "opt out" of service before aug 7th. Calls to their call center end up on hold four extended periods with changes in the number in the cue. From 5th, to 3rd, to 12th, to 7th. Then when you actually talk to a rep. **** hang up when you request the opt out. ****** was returned with opt out also, i have no faith they will process if they are unwilling to do it over the phone. This is unacceptable practice.

  Business response

  07/26/2023

  Dear BBB, 

  On August 10, 2009, Governor ***** signed into law Public Act 096-0176, which allows municipalities to arrange for the provision of electric to residential and small commercial retail customers by alternative electric suppliers (i.e. suppliers other than ComEd). Under this law, the municipality may seek bids for the provision of aggregate electric supply services to their residents and small businesses. 
  
  The ********************* selected MC2 to administer their Electric Aggregation Program. On July 17th,notices regarding the ****************** Aggregation program were mailed to residents. An opt out notice was mailed to this resident informing him of the program and that he has 21 days to opt out before being automatically enrolled. The 21-day opt out period is not over until August 7th.

  I asked the call center to further look into this complaint. ************** called from that phone number on 7/24/23, inquiring about the electric aggregation program and talked to our CSR agent, ****. **** provided information about the ******************* Aggregation Program,along with the pricing. The agent did not hang up on ************** and he did opt ************** out as requested on the call. I can provide the recording of the call for your review. I tried attaching in response to the complaint, however MP4 files are not supported. I would be happy to provide via email as additional support to this complaint. 

  In regards to the hold time ************** experienced, the call volume was high all day. Therefore the call center was experiencing hold times at times throughout the day. We do offer the option to receive a call back which was not utilized by the customer. We did ask the call center to increase the number of agents to reduce any hold times on high volume days. 

  If you have any further questions, please email or call ***************************** at ********************************************************* or ************.  Thank you.
  
  *******************************************************
  Marketing Analyst 
  

   

  Customer response

  07/27/2023

   
  Complaint: 20371834
  
  I am rejecting this response because: There were multiple calls made, with each attempt resulting in a "hang up" or disconnection as soon as the opt out was mentioned. only the one call was referenced, only through persistence and multiple attempts was this accomplished. there was NO information given about MC2 as a company which is the reason for the *** out. I asked for mailer to be sent to me... I don't believe I received the initial one that was allegedly sent. Was told that they would not send another to my address of record as one was not received. these practices are deceptive, are stalling in order to force residents to the Aug 7th deadline without ability to opt out.  
  
  Sincerely,
  
  *********************

  Business response

  07/31/2023

  Dear BBB,
  
  MC2 reviewed the additional calls from the call center given the customer stated his multiple calls in. The customer called in on 7/24 at 11:49 a.m. EST and was in a call queue for 1m 41s, he requested a callback. Agent ****** called him back at 12:17pm EST. After 1m and 10 seconds on the call the call disconnected, and the system indicated that it was a Contact Hang Up. This means it was on the customers end.   At 3:01pm EST the customer called in again and disconnected after being in the queue for 29 seconds.  At 3:01pm EST the customer called in again and spoke with agent *****.   The agent opted out the customer as requested. On 7/26 at ****** EST, the customer called in again and spoke with agent **.  He requested to opt out and the agent advised that the account was already opted out on 7/24. He advised ** that previous reps refused to provide him any information, which we did not hear on any of the recorded calls. 

  Sincerely, 

  *****************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted me via mail on behalf of the village I am in. The letter claimed that my energy services are being switched to theirs. No proper notice from the village or Comed. Extremely suspicious and untrustworthy.

  Business response

  07/24/2023

  Dear BBB, 

  On August 10,2009, Governor ***** signed into law Public Act 096-0176, which allows municipalities to arrange for the provision of electric to residential and small commercial retail customers by alternative electric suppliers (i.e.suppliers other than ComEd). Under this law, the municipality may seek bids for the provision of aggregate electric supply services to their residents and small businesses.  
  
  The *************************** signed an agreement with MC Squared Energy Services (MC2) for an Electric Municipal Aggregation Program.  An opt out letter was sent on July 17, 2023 from the Village informing residents that they would be enrolled with MC2 unless they opted out of the program.  We do not have a record of an opt out  but due to this filed complaint, we have opted the account out now.

  I directly emailed the resident this morning informing ************** that the mailing was not a suspicious notification but related to the **************** ****************** Aggregation Program. Additional I informed her that she can check an independent source by contacting the *************************** directly to confirm ************ Electric Aggregation Program.  I have attached a copy of the email sent to the resident as well as the original notice mailed regarding the Electric Aggregation Program. 

  
  If you have any further questions, please email  or call ***************************** at ********************************************************* or ************.  Thank you.
  
  *******************************************************
  Marketing Analyst 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They have sent me a mailing saying they are changing my electric. They say you can opt out but never answer their phone to opt out. Who do they think they are.

  Business response

  06/20/2023

  Dear BBB,
  
  
  On August 10, 2009, Governor ***** signed into law Public Act 096-0176, which allows municipalities to arrange for the provision of electric to residential and small commercial retail customers by alternative electric suppliers (i.e. suppliers other than ComEd). Under this law, the municipality may seek bids for the provision of aggregate electric supply services to their residents and small businesses. 
  
  Lee County selected MC2 to administer their Electric Aggregation Program. On June 13th,notices regarding the **************** Aggregation program were mailed to residents. This resident received an opt out notice, informing him of the program and 21 days to opt out before automatically being enrolled into the Countys Program. The 21-day opt out period is not over until July 4th.Therefore, no enrollment has taken place.
  
  Our records indicate no email or postcard was received to opt out as of yet, and we investigated with our ************************* to locate a call from the phone number provided on the complaint. Our call center found and informed ** that he did call in three times yesterday (Monday June 19th).The call volume was high all day, therefore experiencing hold times at times throughout the day. We do offer the option to receive a call back which was not utilized by the customer. Our ******************** did receive other call backs yesterday, so the feature was properly working. Furthermore, we reminded our call center to add more staff on high volume days.
  
  We did opt the customer out and he will not be enrolled into the **************** Aggregation Program. I have communicated to ********************** via email, confirming we have opted him out.  I have attached a copy of the opt out notice that was mailed from the County as well as our email confirmation to the resident letting him know we opted him out and he will not be enrolled.
  
  If you have any further questions, please email or call ***************************** at ********************************************************* or ************.  Thank you.
  
  Sincerely,
  
  *****************************
  Marketing Analyst 

  Customer response

  06/21/2023

   
  Complaint: 20207349
  
  I am rejecting this response because: *********** lied in their response. They say I called 3 times; I called 5 times. They say that the call volume was high all day, when on a couple of my calls the recording said I was number 1 and number 2 in line with a wait time of a minute or 2. So, I waited and then a minute later they said you are now number 12 in line with a wait time of 62 minutes. They also said I did not use the call back option, which is another lie, I did, but nobody called me back. These people nor anyone else has the right to send me a letter saying they are going to change my electric or change anything. I solely make those decisions. They have no right to send that letter and say I have to opt out or they are changing it. If I receive any other letters from this company other than an apology, I will take further action. This has consumed several hours of my time, and I am not happy. Time is money, and I lost at least 5 hours of my time. 
  
  Sincerely,
  
  *****************************

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