ComplaintsforNew Wave Energy LLC

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My company, *********** ***** ******* LLC switched three accounts from New Wave to ******** back in October of 2022. Since then New Wave has "hijacked" my account thru *** and made themselves my supplier...twice! After numerous calls to *** and Marathon, it is still not corrected. I don't understand how *** can allow this to happen with no regulation. New Wave rates have been obscene! I did have one month with ******** (rates much better) but then New Wave hijacked the account again. I feel as a small business owner there should be some regulation that will not allow this to happen to consumers.

  

  Business response

  02/10/2023

  ****** This is a commercial customer that entered into a supply agreement with New Wave Energy. See attached. We will allow the customer to leave the contract, with no penalty fee to close this complaint. If not, the customer can contact us via the dispute resolution process on our contract they signed. Brett Z******Customer Support ManagerP:###-###-####F:###-###-####C:###-###-####E:**********************W:www.NewWaveEnergy.comCorporate Headquarters | 410 Main Street, Buffalo, NY 14202

  Customer response

  02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will reach out to this company and share my dis-satisfaction with their manner of doing business.  I was told by their sales Rep, Tony N******** that I could cancel at any time without a penalty.  Unfortunately, this company did not give me a copy of the contract I signed, plus it was not signed by an authorized agent of their company (therefore not a fully executed contract).  They do not operate as an honest company, "hi-jacking" my account from *** twice, as I previosulyt stated.
  
  Regards,
  
  *** ******
  
  
  
  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  New wave was suppose to issue a refund check for there services. They issued a check We deposited it, it cleared and then bounced. After this the have knocked my bank account in the negative. I spoke to Brett, he said they switched banks and will contact me on Tuesday. I am waiting for him to call. If I had this check my account would not be in the negative. I want all my over draft fees that they have caused me to be paid in full. They have caused us not to be able to use our account and pay bills.

  

  Business response

  01/19/2023

  This has been resolved with the customer.  Ok to close complaint

• Initial Complaint

  11/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tony from New Wave Energy approached my Dad (who is almost 90) when I wasn't there to get him to switch to his Company (all his power utilities). So - because I work for my Dad and he is my boss - I did what I was told. I currently had been with a wonderful company and great service and rates. In doing so - for ease - I decided if they are going to provide great rates - I also asked for rates for my tenant business and my home. I decided to completely leave Clearview and place everything with Tony at New Wave because the rate he TOLD me was a good rate. I even signed contracts for each. Unfortunately - Tony and his Company did not see to it to put the contract through. Since deregulation decades ago - I have never had someone lie like this. Also when I told him I am getting charged double what we agreed on - he told me to figure it out for myself. He did not want to follow through. Months have passed and no resolution and we will be escalating to to receive monies/credit due to us. I feel he was also taking advantage of a very elderly man - but that is another issue I will deal with elsewhere. Attached are 3 of the accounts that he said he would get us the said rates - but instead didnt. (I have more but not on this computer). We seek and sill not stop seeking - for complete credit according to his rates he TOLD ME and we SIGNED FOR

  

  Business response

  12/06/2022

  Customer has been serviced according to the terms and conditions of our agreement.  If customer feels otherwise, they may contact our support team to further discuss their concerns.  M-F 9-5PM @ 716-887-9700

  

  Business response

  12/12/2022

  A member of our support team would be able to assist this customer, and attempt to resolve their complaint.  They are encouraged to contact our support team at 855-998-9283 Monday - Friday 9AM - 5PM

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  

  I am still waiting for a call back on one of the accounts, they have concluded that I did not get the rate that I signed for for 2 of the counts but yet nothing has been done about it. They need to get ahold of the utility company to make sure  I get the credit I deserve and expected when I signed the contracts

  ****** *****
  

  
  
  
  

  
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In July of 2020 I signed a 36 month (3 year) contract with New Wave Energy to supply my electricity at a rate of 0.049/kWh (4.9 cents). This rate should've been locked in until June/July 2023, however when my bill for the period of Jul 8-Aug 7 (2022) arrived, there were numerous additional charges from New Wave Energy. These additional charges continued for the Aug 8-Sep 7, Sep 8-Oct 6, and Oct 7-Oct 13 billing periods. These additional charges were itemized on the bills as "Billing Adjustment", "Pjm Transmission Charges", and "Rps Charges". I reached out to New Wave Energy's customer service on August 10th to inquire about these additional charges, and was advised by Brett Z****** that these charges were due to "market volatility" and there was nothing they could do about it, and that the additional charges would continue to appear on the bills for the foreseeable future. The net effect of these additional charges was that I was now paying 0.122/kWh (12.2 cents) for electricity supply from New Wave Energy, 2.5x the agreed upon rate when the 36 month contract was signed in 2020. Finally on October 13th, after reaching out to New Wave Energy on September 23rd to confirm that there would be no early termination fee, I switched back to my provider (Met-Ed) for electricity supply and dropped New Wave Energy. The total additional charges from New Wave Energy for the period of Aug 8 - Oct 13 (2022) was $182.73, which I believe I am entitled to have refunded as they did not honor their original contract. I have attached all of the relevant bills from ***-** as supporting documentation. 

  

  Business response

  11/10/2022

  A member of our support team is reaching out to this customer now to discuss their concerns and remedy the complaint.   

  Customer response

  11/11/2022

  Better Business Bureau: New Wave Energy contacted me yesterday afternoon and proposed to resolve this complaint (ID ********) by sending me a check refunding the disputed charges of $182.73. I find this resolution to be satisfactory conditional on receipt of the check.  Regards,  ********* *****

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  New Wave energy overcharged me for four month starting in June of 2022 by adding additional charges to my **** electric bill. These added up to double the amount that I was supposed to pay according to my agreement of $.065 per kWh. Once I discovered the error I called them on 10/3. My latest bill does not have the additional charges but there was no credit given (over $400) When I called them a month later about the issue they promised a refund check was being processed. So far no check. I do not recommend this company at all. My next step is to complain the the ** *** and have them removed from the list of electric suppliers if no refund check is received in the next couple of weeks

  

  Business response

  11/10/2022

  We are contacting this customer to discuss the nature of the complaint, and discuss ways in which we might be able to remedy it

• Initial Complaint

  09/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with New Wave for distribution at .0659 for 36 months in February 2021. Last month and this month 08/2022 and 09/2022 they added three other line charges to my bill and tripled the billing? If I want out of the contract they want to charge me 200.00$ but this is not the rate I signed up for and they should have to honor the contract.

  

  Business response

  09/27/2022

  Power and natural gas markets are experiencing extreme volatility.  Some of New Wave Energy's customers are susceptible to additional market based charges based on their contract.  Customers should contact our support team immediately to discuss their concerns in an attempt to resolve their complaint.  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a fixed rate contract with New Wave for 36 months with a rate of 5.5 cents. This past month I got a bill from *** ** for > $1000 dollars. After calling them and reading through my bill (attached) it appears New Wave skipped a month of billing then sent some crazy charges this month. Based on what came across I am well above any *** ** rates and more than double what I should be charged. The charges on my bill are not clear and confused the *** ** rep as well. I contacted Brett Z****** from New Wave on 9/8 and sent him all the details. He said he would call me back the next day and has not, nor responded to multiple emails. At this point I would like all New Wave charges refunded and to be returned to default supplier if they cannot provide the rates in the contract. How are they still allowed to supply power in Pennsylvania?

  

  Business response

  09/26/2022

  Good afternoon, we would be happy to review this customers complaint, please ask the customer to contact our customer support team to discuss @ *** *** ****

  Customer response

  10/02/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I started this by calling them and talking to the Customer Service Manager I referenced in the original claim.  He promised he would review and call me back the next day, I waited 1 week before emailing him and doing the same again the week after.  I never received a response via phone or email, that is why I contacted the BBB.After further review on the bill they are not only not honoring the contract rate, they are duplicate billing for the period in question.I could reach out, but why would I try that again? Regards, ***** ********  

  

  Business response

  12/15/2022

  We addressed the issue directly with the consumer.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/12/2020 I signed a contract with New Wave Energy to supply my electric at .00670/kWh for 3 years until 11/2023. In July-August of 2022 New Wave Energy did not bill me thru PPL, my local delivery company as they usually do. I contacted PPL and was advised that New Wave Energy had not forwarded any billing for that cycle. However on my next bill for service for August to September New Wave Energy billed me for my past and current billing cycles not only for my agreed upon "Energy Charge" but also added an additional PJM Transmission Charge, RPS Charge and a Billing Adjustment charge that added an additional $264.00 to my bill. I emailed New Wave Energy and the only response I've received is a confirmation of receipt email. I haven't received any other communication from this company addressing my complaint. I called the customer service department on 9/14 and spoke to Chris Kapola. Chris advised me that my contract with New Wave Energy has several clauses and I told him that I was not aware of any clauses. I requested a copy of the contract to be mailed to me USPS. Chris told me he would notify management of my complaint and my request for a copy of the contract. As of today I still have not received a copy of the contract or any other response to my questions and concerns. I would like to receive a copy of our original contract and a refund for the $264.00 that I have been overcharged for my past 2 billings. And until my contract expires in 11/12/2023 I should be billed only the "Energy Charge" that we agreed upon and no more additional fees.

  

  Business response

  09/26/2022

  Good afternoon, we would be happy to review this customers complaint, please ask the customer to contact our customer support team to discuss @ 716 887 9700 

  Customer response

  09/29/2022

  I called Jeff L*** at New Wave Energy on 9/26. He told me I will receive a refund of $406.49 and my future bills will not have any of the additional charges. In the meantime I have received my new billing and it does have the additional charges. I understand it may take another billing cycle to cease the additional billing but I wanted to wait until I actually receive the refund check I was promised and receive my first correct billing before I am satisfied that I can trust New Wave Energy again.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up with New Wave and they claimed to say me money on my ******** **** bill. THe first bill came in and it was double the costs. I immediately called my representative Mark and he informed me that there was a mistake and that he would take care of it and it ******** **** would re bill me. I left many messages with Mark and Finally his boss Jeff called and informed me that I had only tow options that he would guarantee my rate for 6 months or he would release me out of the contract. I was still obligated to pay the amount but my alternatives were only those choices. ******** **** informed that I would have another month that would be high because of the amount of time it takes to transfer back to the account. I asked to speak with the Owner of the company and Jeff refused to give me his name or connect me with him. I had to go on a payment plan in order to keep the lights on. I NEED HELP

  Customer response

  09/22/2022

  This complaint has been satisfied.  

  
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been with New Wave Energy since 2018. Recently I received an electric bill for August in the amount of $605.69. There are several additional fees attached. There are 3 charges for billing adjustment totaling $36.89, 3 PJM Transmission charges totaling $49.61, and 3 Rps charges totaling $14.56. I have tried to call their customer service department several times in the last 5 days during their business hours and have left 3 messages. I saw an extension for their Customer Service Manager on ****** and left him a message as well. I went to their website and sent a message through the site to have them contact me and I've also sent an email. I have not received a response from any of these messages and have not been able to get through. I want to see if this bill is correct and if it is, then I would like to know if there are any cancellation fees so I can switch back to ******* as my provider. Each day I cannot get through is another day I will have to pay these ridiculous rates.

  

  Business response

  09/14/2022

  Thank you for bringing this complaint to our attention.  We have seen a influx of customer inquiries as the electric and gas markets have hit record high pricing this summer.  We appreciate the customers patience.  This complaint has been forwarded to our customer support team and they will be contacting the customer to discuss resolutions.  

*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. ↩