Complaints

This profile includes complaints for MPower Energy LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

MPower Energy LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MPower Energy LLC

  24 Hillel Pl Fl 2 Brooklyn, NY 11210-2923

• 

  MPower Direct

  2124 E Carson St Pittsburgh, PA 15203

• 

  MPower Direct

  2124 E Carson St Pittsburgh, PA 15203

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August a representative of MPower of which i have shared his contact with the complaint department harrassed my family. He stated that we NEED to change our energy to them because we are being very behind for the times and without clear energy thats the reason Covid and Monkeypox are happening. I told him that we are not interested and to leave our property. On top of everything he gave me a number to call if i was interested. I called and hung up quickly and when they called me back it was a scam likely number. I am beyond dissapointed at BBB for not posting my review and this is just for awareness for other clients because the company will act like they care and will act like they are trying to solve the issue but they will not. They train agents to be this agressive with false promises. Do not switch your energy to this scam of a company. I have emailed them for 1 month and still dont have a respond as to what has happened to the agent.

  Business Response

  Date: 03/14/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by email shortly after you filed this complaint. At your request, we removed your information from our database and placed your address on our internal do-not-knock list. Additionally, while we confirmed that the enrollment process was initiated as mentioned in your complaint, we note it was not completed. As a result, we did not enroll your account.

  
  We want to assure you that our company is not a scam. We are a regulated entity that operates within the guidelines set forth by the regulating commissions in your state. We take our responsibilities seriously and work hard to ensure that our customers can trust us.

  
  While we understand that you'd like to be kept abreast of the status of the agent, we are unable to share employment status and information with outside parties. Regardless, we'd like to assure you that this matter has been managed internally.

  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion, or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   This company totally stopped responding to my emails. After, i asked for an update they never gave me one. No matter what you say it was not a friendly encounter and nobody agreed to anything. Your agent stricly stated i need to see your *****************, go get your ***************** to my non english immigrant parents. He could not care less about their concern. And nothing was resolved because the agent literally told me you will receive a fine if you dont sign up totally not true and totally trying to install fear in someone who clearly had no idea what the agent was telling them. Even after asking him 3 times to leave my property he did not only until i told him that i will call the police if he doesnt leave. So this attempt to resolve this after 5 months of not a single update is absurd. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:09/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sends these sales people from door to door without any proper information or current rates of what you are signing up fot. I did allow this sales person into my home as he has said that his company can save me money on my gas and electric bills and that the ******************** is promoting their company because of the savings all residents of ************ will receive. I did not sign anything, they only wanted my phone number to get the accounts started. The sales person gave me a paper about MPower and left. On this paper, there was NO costs of their rates just that it was a green energy co. I looked at it the next day and I called the company and told them to cancel if I unknowingly signed up with this company. While I was out of town and arrived back, I received my first bill from PECO with the supplier as MPOWER. I was completely satisfied with my what I thought was my current supplier to MPOWER. My bill TRIPLED in price. Called MPOWER to ask them why my bill is that high and was then informed that I was paying **** cents per watt. Their resolution to this problem was to offer me $50.00 to help with these costs. I think this company is practicing bad bussiness with their sales people along with their customer service reps. .

  Business Response

  Date: 03/02/2023

  We apologize for any inconvenience or confusion you experienced and we are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we have terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. At this time, we can confirm your account is no longer active with Mpower Energy.

  
  As a regulated entity, we strive to provide our customers with the highest level of service and transparency. We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We have no tolerance for misleading sales tactics. To address the issues raised in your complaint, we have launched an internal investigation to review the details of your interaction with our sales agent, including your representation that the sales agent provided inaccurate information. Please be assured that our investigation is ongoing and that we will take appropriate measures to ensure that these issues are corrected and that consumers receive the level of service and transparency that they expect.

   

  Unfortunately, variable rate pricing for energy has increased drastically over the past eight months due to factors outside our control. All consumers, including our valued customers, have been adversely impacted by this. We apologize for the unexpected temporary increase in rates that were necessary to enable us to continue to provide renewable energy to consumers. 

   

  However, we do note that all details of our offering, including pricing, are outlined in our sales agreement. We also rely on multiple levels of redundancy in the rare event a sales agent does not disclose or adequately explain the nature of our services and/or a customer is confused. In this regard, before enrollment can take place, each prospective customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. During this process, and in order for any enrollment to take place, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier, and that they understand all material aspects of their enrollment, including the price charged by Mpower for its renewable energy program. Each prospective customer must also confirm that they were provided with a copy of the sales agreement. Absent confirmation of this information, no enrollment can occur.

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was never giving a sales agreement, just a brochure about Mpower which did not have any rate information what so ever.  The sales person tricked me into not only my electric bill but also my gas bill.  The phone call that I made the next day to cancel the services told to wait a month to see the saving that I would get.  Not a savings at all.  In fact my electric bill tripled in price. I would like the $100 gift card that the customer service rep. said that they would send me for the misleading of the rates.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 06/05/2023

  We have attempted to reach out to you in order to offer a courtesy reimbursement and clear up any misconceptions, however, our emails and calls have gone unanswered. 

  
  Please note that we have reviewed all call recordings between you and our **************** team, and at this time we can confirm that while you did initially request to cancel your enrollment, our representative presented all possible options to move forward, which included moving forward with your request to cancel, or to try the service before making a change. In that call, you chose to remain in service with Mpower to try out the benefits of renewable energy at a fixed rate. We apologize for any inconvenience or confusion. At this time, your accounts are no longer active with Mpower Energy.

  
  

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today a woman from this company came to my door and told me that **** shouldve called me about switching my energy provider. I naively believed her and she walked me through setting up this service. I agreed (note that I DID NOT sign anything physically) and confirmed with her that nothing would be changing regarding my billing. I felt uncomfortable so when I got inside I did some research and then texted her (she had sent me a confirmation via text) that I no longer felt comfortable and wanted to cancel. She badgered me with text messages after I kindly explained to her that I was uncomfortable with it and I wanted to cancel (that should have been the end of it right there). I continued to get text messages and screenshots of random ****** searches. When she sent me the agreement, I saw my initials signed. SHE (or someone else) FORGED MY INITIALS. I NEVER signed or initialed anything. I want to note that this woman was very nice and personable, but works for a completely unethical and disrespectful company. PLEASE REMOVE ALL MY INFORMATION AND CANCEL. I have advised my energy company and will be taking legal action if this is not cancelled immediately.

  Business Response

  Date: 02/21/2023

  We apologize for any inconvenience or confusion. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list. At this time, we can confirm your accounts have returned to the utility.

  
  As a regulated entity, we strive to provide our customers with the highest level of service and transparency. To address the issues raised in your complaint, we have launched an internal investigation to review the details of your account and interactions with our sales agent. We will take appropriate measures to ensure that any errors or issues are corrected and that you receive the level of service and transparency that you expect from us.

   

  Please note that we train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 24, right before I had to leave the house, a lady knocked on the door. I had explained that I have some event to attend to that I rather not have the talk now if it is going to take a long time. She made it sound like it will take 2-5 minutes, and unfortunately, it did not. She asked to see my energy bill, which I showed because I thought she was related to the ***************** and wanted to check on our electricity meter or something. Also, based on her explanation, it sounded like we had to switch to green energy for whatever reason, and got me to answer the questions to her supervisor on the call, while she stood next to me and told me what to say. I agreed to everything they had said on the phone, because I was in a rush so I looked up some information about the company on my way to the event, and it sounds very much like a scam. I do not understand what it is for, how it works, whether I am going to pay more or less, or how it would affect me financially. She did not leave me any pamphlet or any information where I can be assured that I made a sound decision, and I would very much like to cancel. I hope these sales agents do not harass other people.

  Business Response

  Date: 02/23/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list.

  
  As a regulated entity, we strive to provide our customers with the highest level of service and transparency. To address the issues raised in your complaint, we have launched an internal investigation to review the details of your account and interactions with our sales agent, including your representation that the sales agent remained at your premises during the third-party verification call. We will take appropriate measures to ensure that any errors or issues are corrected and that consumers receive the level of service and transparency that they expect from us.
  

  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Much like others experiences with this company, a man came to my door and convinced me to sign up for this service. I saw my neighbor doing it and figured it would be fine. However after reading reviews and looking into it, I dont feel comfortable continuing with the service and am nervous having given out my information. The man made me believe Im harming my neighbors, that my current utility service is overcharging me, and had me answer a phone call, on speaker, in front of him while he fed me the answers. After reading others reviews Im nervous I wont be able to cancel without the help of the BBB and be charged exorbitant amounts of fees.

  Business Response

  Date: 09/02/2022

  ??We apologize for any inconvenience or confusion. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list.
  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month, I was approached by a door-to-door salesperson about switching to green energy with MPower. I was told that my power bill would not change at all, but that I would be using renewable energy. When I received this months bill from PECO electric company, I was shocked to see that, not only did the bill change, but I was charged over double the rate per kilowatt/hour that I was previously being charged before switching. This rate increase constituted a bill which was over $150 higher than what I would have been charged had I not switch to MPower. Upon calling the customer service line at **********************, I was told that I could be sent a $50 customer appreciation rebate as long as I stayed with the service. This indicates that they are well-aware of what theyre doing, not delivering on the false advertising of their sales representatives. Completely unethical business practice. I cannot imagine how many people have been taken advantage of in this way by MPower. Worse still, I was told that it may take up to two billing cycles to no longer be charged for MPowers services. This is completely unacceptable, and I will do everything in my power to ensure that every person I know is told about this experience with MPower unless this situation is resolved (i.e., I am issued a refund of the overage and the service is cancelled with no impact on the next billing cycle) immediately.

  Business Response

  Date: 02/20/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. Please note the courtesy credit offered was not contingent on your account remaining active with Mpower, but rather to help you with the increase you saw in your overall bill due to the increase in usage during the months in question. Additionally, we'd like to clarify that your utility, PECO, is responsible for selecting the date in which you return to their services. At the time of your call, we could estimate that the change would become effective at the beginning of your next billing cycle, which at the time was about a month out from your phone call. At this time, we can confirm you were returned to PECO's services on August 12, 2022.

  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion, mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.

  Customer Answer

  Date: 02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Thank you for your response. During the cancellation call, my memory is that it was explicitly stated that the courtesy credit contribution was contingent on maintaining my business relationship with Mpower. I would like to receive this credit. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 03/30/2023

  Hi **** - thank you for your response. We attempted to reach out to you to confirm your mailing address, but unfortunately, we were unable to reach you. In light of this, we sent the mentioned refund to the address on file. Should you have any questions, or do not receive the refund in a couple of weeks, please reach out to our ****************************

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 4, 2022 - young man somehow got into apartment building being very aggressive about providing information about company. My Mom is a senior and said they have come to her door before pretending to be from **** asking to see her utility **** which she did not give them. She said they have called and sent letters although she said she is not interested. I said I was working and my Mom was a senior and not interested. He said I will come back on Saturday and I said please don't and also mentioned that with Covid rampant he should not be knocking on seniors doors without a mask. I want them to stop harassing my Mom who has said she is not interested.

  Business Response

  Date: 08/11/2022

  We apologize for any inconvenience caused. At your request, we removed your information from our database and have added your information to our internal Do Not Knock list.

  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 21st around 7:05pm, one salesperson from MPower came into my apartment building and knocked on my door, representing herself as belonging to the parent agency of my electric provider and asked to look at my energy bill and the proceeded to take down my account number, saying that she was going to sign me up for cleaner electric. I absolutely should not have, but I shared everything she asked me to (phone, email, address electric account number), without checking the company out on my phone. I believed that she worked with a parent agency of my electric provider. She then told me I would get a confirmation call while she was standing there but told me to tell the person on the line that she had left (a blatant lie and this is where I was getting uncomfortable - she stood in front of my door giving me hand signals on what to say). When I tried to clarify what was happening on the phone, the MPower employee seemed upset. The entire process of signing up for something I did not want and was uncomfortable doing. And the longer I stood there, the more I wanted off the phone and was blatantly lying-- but felt I needed to as the MPower rep was standing right there. It was so overwhelming that it took a few minutes to come to my **** and realize this was a scam. I immediately tried to call back and cancel with the company and heard no response. I then called 311, who advised that I contact my local police precinct, which I did. I feel I need additional support in resolving this matter, as theirs is an incredibly predatory business practice and HIGHLY UNETHICAL. Terminate my enrollment (if applicable), remove my information from your database, and place my address on internal do-not-knock and do-not-call list immediately.

  Business Response

  Date: 02/22/2023

  We apologize for any inconvenience or confusion. At this time, we can confirm that the enrollment process was not completed due to irregularities in the third-party verification call. Thus, you never enrolled with Mpower Energy. Further, at your request, we removed your information from our database and placed your address on our internal do-not-knock and do-not-call list.
  
  As a regulated entity, we strive to provide our customers with the highest level of service and transparency. To address the issues raised in your complaint, we have launched an internal investigation to review the details of your account and interactions with our sales agent, including your representation that the sales agent represented himself as working for the parent agency of your electric supplier and remained at your premises during the third-party verification call. We will take appropriate measures to ensure that any errors or issues are corrected and that consumers receive the level of service and transparency that they expect from us.
  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner - and that neither the sales agent nor Mpower Energy is affiliated with or sponsored by the utility company. As part of that process, the third-party verifier is also required to confirm that the sales agent has left the premises. If not, the call is ended and the enrollment is not processed.

• Initial Complaint

  Date:07/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mpower representatives came to my house and asked me to switch electricity and gas over to their services. At first glance it seemed like a good deal so I went through the process. I was made to answer some questions over the phone with the supposed supervisor of the representative who had come to my home. Once the process was finished and they had left, I had time to look into the company and saw all the horrible reviews and nightmare scenarios of customers who were unable to cancel. I tried to cancel and they made it extremely hard for me to do so. It took me an hour to get them to send me a confirmation email for the cancellation, and it is as of yet wholly unclear as to whether the cancellation has actually taken place. It is also worth noting that their representatives' numbers also come up as Spam Risk (as labeled by ***** my cell phone provider).

  Business Response

  Date: 08/11/2022

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list. 

  
  

  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.

  
  

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An MPower employee unlawfully gained entry to our building by buzzing multiple apartments until someone let him in. He then knocked on my door asking to see a utility **** and claiming he and MPower could save me money. I advised him he was trespassing, this is a no-solitication building, and asked him to leave. He spent the next two hours trespassing - hiding in stairwells until no residents could see him and then continued knocking on multiple doors and harassing other residents including asking for money for charity. He only left when I personally escorted him out of the building and said I would call the police. He made racist and sexist remarks and continued his harassment. This company is NOT welcome in our building.

  Business Response

  Date: 08/12/2022

  Good Afternoon,

   

  We apologize for any inconvenience caused. At your request, we removed your information from our database and have added your information to our internal Do Not Knock list.

   

  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.