ComplaintsforProvider Power, LLC

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  my customer number is ********* with a contract with E&H power with a start date of 3/26/24 at a rate of ****** /kWh. i have received 3 bills now (april , may , and june) all at the wrong rate from E&H of ****** resulting in overcharges of *****, *****, and ***** respectively totaling *****. I have, each time i called, been promised a credits ((which can take 4-6 weeks???) and also a fix to get it to bill me correctly going forward. nothin yet. on a call today i received the same promises again of gift cards from customer person id ***** and his supervisor "*****". i am skeptical... and have thus filed this complaint with the BBB and also involved the ** Power commission. I will also call unitil to verify they now have the correct rate from E&H

  Business response

  07/15/2024

  To Whom It May ************************** is Electricity New Hampshires (ENH) response to the BBB Case Number ******** regarding *************************. 
  
  Upon receipt of the BBBs case, Mr. ****** concerns were reviewed. During our review we found that on February 2, 2024, ENH mailed out a Contract Renewal Notice to ************** to inform him that his auto contract with *** was set to expire on or around his meter read date on March 26, 2024. (Notice attached)  
  
  On February 13, 2024, ************** contacted *** to renew his contract. He was offered a new 12-month plan with a fixed rate of ***** cents/kWh which included a $100 Early Termination Fee (ETF). ************** approved, and the renewal was processed. 
  
  On May 8, 2024, ************** contacted ***** because his bill did not reflect the new rate. Majors ******** Care agent reviewed the account and advised ************** that a ticket would be opened to further review his account. Following the review, on May 10, 2024, Major contacted ************** and informed him that it could take from one to two billing cycles for the new rate to take effect. To amicably resolve Mr. ****** inquiry, the ******** Care member offered to perform a further review. 
  
  On June 7, 2024, Major contacted ************** to remind him that it could take from one to two billing cycles to process, and the rate of ***** cents/kWh would take effect on his next meter read. ************** advised that he thought the new rate would take effect on March 27, 2024, and requested credit for the higher rates paid after his renewal. The ******** Care agent offered to have a supervisor call back within ***** hours to further resolve. 
  
  On June 10, 2024, Majors ******** Care Supervisor contacted **************, however, there was no answer, and a voicemail was left. 
  
  On June 11, 2024, Majors customer Care attempted to contact ************** again, however, there was still no answer, and another voicemail was left. 
  
  On July 5, 2024, ************** contacted Major to inquire about his rate. He was informed that a supervisor attempted to reach out to him but there was no answer. ENHs ******** Care agent also informed him of the process to change rate and assured him that the new fixed rate would take effect by his next invoice. 
  
  To accommodate **************, Major will send a $100 **** Pre-Paid card for charges above the renewal rate from March 26, 2024, to June 25, 2024. The card will arrive within 4-6 weeks via **** at the mailing address of ************************************************* 
  
  We would like to confirm that the rate change transaction was approved by the utility to take effect on June 25, 2024. Lastly, we kindly ask the BBB to find this resolution acceptable and kindly consider this matter as resolved.
  
  Please let us know if you have additional questions or concerns. 
  
  Best regards, 
  
   
  ***************************** | Regulatory Specialist
  *************************************************
  Tel: ************ | Mobile: ************ | 
  ************************************ | **************************************
  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bait and Switch: Sign up at a low rate, then charge a well above market rate for electric generation without notification of new rate. Consumers beware. ENH Power / Provider Power, LLC has violated its agreement with me, under section 3 of the agreement: Contract Expiration and Renewal. This section states "At least forty-five (45) to sixty (60) days prior to the end of the fixed rate term your Supply Contract, ENH Power will provide you with a contract expiration notice (Notification) with the date your fixed price ends, an explanation your renewal options, including the deadlines for choosing a renewal option."Without the required notice under section 3, ENH Power / Provider Power, LLC changed my rate from ****** / KWH to ******/ KWH ENH Power / Provider Power, LLC did NOT notify me as per the agreement. No emails, written correspondence, telephone calls or any other notifications were at any point in time delivered from ENH Power / Provider Power, LLC.The sole communication I have form ENH Power / Provider Power, LLC is the initial contract sent on Aug 15th 2022 at 5:06PM. I attempted to resolve this issue with customer service, whom offered me a 25 dollar gift card. This is a trivial amount, and is unfair. I attempted to resolve the dispute via the published method, emailing *********************************************** on Feb 21, 2023 at 8:56 AM. I have received no response.I am requesting a credit to my Eversource account or check in the amount of $513.76. This is the delta between the contract rate and actual charges. This accounts for 2 periods of service, one of which is forecasted (Jan-Feb), one of which is actual (Dec-Jan) Please see supporting attachment. I would request the business issue a formal apology, and adjust their practices to ensure this "bait and switch" tactic is not employed with other consumers. I would like the service to be immediately returned to generation from Eversource

  Business response

  03/03/2023

  To Whom This May *********************** is Electricity New Hampshires (ENH) response to BBB complaint No. ********.

  
  *********************** filed a complaint with the Better Business Bureau (BBB) alleging that he signed up for a lower rate and was then charged above market rate for electric supply.    
  
  Upon receipt of BBB Complaint No. ********, ****************** concerns were reviewed. During our review, we found that ****************** electric account was originally enrolled with ENH on August 15, 2022, via Web. The account was enrolled onto a 4-month plan at a fixed rate of ***** cents/kWh along with a $100 Early Termination Fee (ETF).
  
  On November 2, 2022, ENH sent a Contract Renewal Notice to *************** informing that his fixed rate with ENH was expiring around his meter read date on 12/21/2022. The notice indicated that his account would renew onto a variable month-to-month rate with a current variable price of ***** cents/kWh. Because ENH did not hear from **************** and we did not receive any return mail to indicate that he did not receive our notice, the account continued at the variable rate outlined in the notice.
  
  Based on the information provided, ENH deems the charges valid with no credits or adjustments warranted.
  
  Lastly, wed like to confirm that on February 22, 2023, ENH received a cancellation request transaction from Eversource effective the same date. 
  
  Please let me know if you have additional questions or concerns. 
  
  Best regards,
  
  
  
  
  Perla Ramirez | Regulatory Specialist
  12140 **************, Ste 100 |*******, ** 77079
  
  *********************************** | **************************************
  
  
  
  

  Customer response

  03/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ENH Power did not provide notice as stated. There were no communications sent electronically as I was enrolled in electronic communications. Additionally, there were no paper mail communications received. For the avoidance of doubt, ENH Power did NOT notify me. There is no evidence of notification about the rate increase.

  Additionally, one can observe other complaints filed with the BBB regarding failure to notify of rate increase, with a resolution of refunding that customer the difference between the "market" rate and the contract rate. 

  The scenario here appears identical, and hopefully isn't demonstrative of a pattern. I have cancelled the service as a protective measure and would be happy to re-enroll with a competitive rate lower than the local utility with proper notification of rate changes.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  03/10/2023

  Good morning,  
  
  Thank you for bringing ****************** additional concerns to our attention. Wed like to confirm that per the attached Contract Renewal Notice sent on November 2, 2022, **************** was properly informed that his fixed rate with ENH was expiring around his meter read date on 12/21/2022. The notice indicated that his account would renew onto a variable month-to-month rate with a current variable price of ***** cents/kWh. Because ENH did not hear from **************** and we did not receive any return mail to indicate that he did not receive our notice, the account continued at the variable rate outlined in the notice. However, to amicably resolve ****************** concerns, ENH will complete a rate adjustment at the previous fixed rate for the service period of December 20, 2022 (Date fixed rate expired) to February 22, 2023 (Date of Termination) We ask that you allow up to 21 business days to process the rate adjustment. **************** can expect to receive a **** Pre-Paid card via ***** The card will arrive in a 5x7 envelope with the return address of:
  
  SPARK ENERGY
  PROGRAM HEADQUARTERS
  PO BOX 6100
  *********, ** 60517
  
  Please let me know if you have any additional concerns regarding this matter.

  
  Best regards,

  
  Perla Ramirez | Regulatory Specialist
  12140 ******************************************** *******, ** 77079
  
  *********************************** | **************************************

   

  Customer response

  03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I learned today from Eversource on 01/10/23, ENH Power increased my rate from **** to 29.5.In the Contract I received on 01/04/21, ENH Power stated ENH Power would e-mail me regarding my renewal at least 45 days prior.I did not receive an e-mail.In the contract, ENH Power started the contract is for 24 months and the contract was sent on 01/04/21.ENH Power needs to correct my rate to **** for the 01/06/23 electricity bill and until this is resolved.I need a new rate e-mailed as stated in the contract.The rate I was provided for a renewal (on the phone today) was around *****. I need a much better rate than that. That renewal rate is almost triple what my previous rate was. If ENH does not offer me a better (competitive) rate I will be forced to switch suppliers.

  Business response

  01/24/2023

  To Whom This May *********************** is Electricity New Hampshires (ENH) response to BBB complaint No. ********.

  
  ************************* filed a complaint with the Better Business Bureau (BBB) disputing her rate. 
  
  Upon receipt of BBB Complaint No. ********, Ms. **** concerns were reviewed. During our review, we found that Ms. **** electric account was originally enrolled with ENH on October 2, 2018, via Web. The account was enrolled onto a 12-month plan at a fixed rate of ***** cents/kWh along with a $100 Early Termination Fee (ETF).
  
  On August 30, 2019, ENH sent a Contract Renewal Notice to ********** informing her that her auto contract with ENH was expiring on or about her meter read in October 2019 and her new rate would be ***** cents/kWh for 12 months.    
  
  On September 4, 2020, ENH sent a Contract Renewal Notice to ********** informing her that her auto contract with ENH was expiring on or about her meter read in October 2020 and her new rate would be ***** cents/kWh for 12 months.
  
  On December 28, 2020, ************************* contacted ENH and completed a Product Contract Rate Change. The account was updated to a 24-month plan at a fixed rate of **** cents/kWh along with a $100 ETF. The Rate Change update was backdated to December 8, 2020.
  
  On November 15, 2022, ENH sent a Contract Renewal Notice to ********** informing her that her auto contract with ENH was expiring on or about her meter read in December 2022 and her new rate would be ***** cents/kWh for 4 months. As such, on December 6, 2022, the rate defaulted onto the new fixed rate of ***** cents/kWh as stated on the Contract Renewal Notice. Based on the information provided, ENH deems the charges valid with no credits or adjustments warranted. Currently, the account remains active with ENH under the fixed rate of ***** cents/kWh. If ********** would like to discuss other rates available or her account options, she may contact us at **************.
  
  Please let me know if you have additional questions or concerns. 
  
  Best regards,
  
  
  
  
  Perla Ramirez | Regulatory Specialist
  12140 **************, Ste 100 |*******, ** 77079
  
  *********************************** | **************************************

  Customer response

  01/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  
  Please forward me a copy of the e-mail communication per the contract for the most recent renewal notice. I do not have a copy of this e-mail per the contract. If this e-mail was not sent then ENH did not legally follow the terms of their contract.

   
  Regards,

  ****

   

   

  Business response

  02/02/2023

  Upon further review, the contract renewal was provided via ***** As such, ENH will complete a rate adjustment at the previous fixed rate of **** cents/kWh from December 6, 2022, to January 6, 2023. Currently, the account remains active with ENH under the fixed rate of ***** cents/kWh. Please contact us at ************** to discuss other rates available or other account options.

   

  Best regards,
  

  Customer response

  02/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   

  Thank you for confirming this information and for completing a rate adjustment at the previous fixed rate of **** cents/kWh from 12/6/22 to 01/06/23.

  However, I did not receive a response from ENH until 02/06 that ENH did not comply with the terms of their contract.

  Due to this, further extend the rate adjustment at the previous fixed rate of **** cents/kWh through the next billing cycle. I believe the next billing cycle would be from 01/06/23 through 02/06/23 but ENH can confirm this with Eversource or with their records before the adjustment is made.

  
  
  Regards,

  ****

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩