Complaints

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

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  New Wave Energy LLC

  410 Main St Buffalo, NY 14202-3735

  
• 

  New Wave Energy LLC

  410 Main St Ste 3 Buffalo, NY 14202-3735

  

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:04/11/2025

  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.

  I cancelled my contract with New Wave Energy on Feb. 14, 2025 and they are still charging me DOUBLE the amount of gas charges on my utility bills through March. Buyers BEWARE OF THIS COMPANY. They Will NOT save you money, they will double charge you the amount your utility companies normally charge. They use hard pitch sell tactics on older citizens. These are the people who believe their scam pitch that they will save you money on your utility bills. As soon as I wouldn't sign their contract within a month, they charged me double the current rate of the natural gas. I was stick paying double on 12 rental unit bills. It amounted to thousands of dollars of overcharges. BE WARY OF THIS COMPANY.

  

  Business Response

  Date: 04/14/2025

  Hello, and thank you for bringing this to our attention.
  The customer enrolled in a variable rate product with New Wave Energy. We received a request from the customer to cancel in February, and we submitted the drop on the date of that contact. Please note that cancellations do not take effect immediately; it can take up to one full billing cycle for the account to be fully closed.
  At this time, New Wave Energy will not be issuing a refund for this customer.
  If you have any further questions or concerns, please feel free to contact our Support Manager at ###-###-####.
  Best regards,
  Brett Z******

• Initial Complaint

  Date:02/24/2025

  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.

  We entered an agreement for natural gas with new wave on a variable rate in January. The first month was a promotional rate of 3.15/MCF. The second month the rate was 9.19/MCF. Natural gas prices on the open market just went above $4.00/MCF last week. 9.19 is nowhere close to 4.00. It's a classic bait and switch. The company would adjust the rate only if I agreed to a fixed rate going forward. After my initial experience with them, I don't feel they can be trusted. I am seeking an adjustment to the outrageous rate of 9.19/MCF. Our nation is producing record amounts of natural gas. Natural gas is forecasted to close below $4.00/MCF at year end, making a variable rate an attractive option with a trustworthy provider.

  

  Business Response

  Date: 02/25/2025

  Hello,Thank you for bringing this to our attention.The customer signed a variable-rate contract with an introductory price. The terms and conditions clearly state that the product is not fixed, and there is no termination fee.New Wave is not offering a refund to this customer. Best regards,Support Team

• Initial Complaint

  Date:02/03/2025

  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.

  The company sent an employee for us to look at their product… We switched and were completely misrepresented and it cost us four times what it would cost us and we are now under collections due to the increase of charges that we caught them's bating and switching us

  

  Business Response

  Date: 02/04/2025

  Hello and thank you for bringing this to our attention.This customer has been spoken to and his counsel - this was settled with the customers counsel.Customer has not been with New Wave since May 2024.There was no misrepresentation on this contract as it was signed directly by Mr. *******.

• Initial Complaint

  Date:01/29/2025

  Type:Order 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.

  New Wave Energy, LLC, a variable rate energy supplier, became our energy supplier without our permission. We have no signed contract and no other documentation showing that we authorized the switch from the provider with which we have a three-year contract. Moreover, New Wave Energy does not return phone calls.

  

  Business Response

  Date: 02/03/2025

  Hello,This customer entered a contract agreement in December 19th 2024. Account has been cancelled effective January 1/30/2025

  Customer Answer

  Date: 02/03/2025

  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.Please ask New Wave Energy for a signed contract. They will not be able to provide one as I never received one and therefore never signed one. I believe this company used deceptive tactics by asking, in a phone call, if I was ********* *******.  When I answered "yes" this company used my response as agreeing to switch energy suppliers. This should be illegal and must stop. New Wave Energy is acting in bad faith.Regards, ********* *******  

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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.

  I am trying to contact New Wave Energy for the past 2 weeks in order to see if they have better rates for electricity. Nobody picks up the phone, despite me leaving several messages and asking them to call back. I also send them e-mail from their website and nobody contacted me that way too. What kind of business is that if you can not get any answers and nobody is on the other side. makes you wonder if they are legit

  

  Business Response

  Date: 02/03/2025

  Good morning,

  A customer service agent has attempted to reach the customer for the last five days and has not received any contact back. 

   

   

  Customer Answer

  Date: 02/03/2025

  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. I have spoken to the company since they finally called back. They should have responded in that way. Very poor customer service with noone who actually picks up the phone as they used to do.
  
  Regards,
  
  **** *********
  
  
  
  
  

• Initial Complaint

  Date:12/17/2024

  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.

  My name is ***** ****, and my ************ ******* Customer Number is ********************. My service address is **** ******** *** ****** ** ****** I have noticed significant discrepancies in the supplier component of my recent electric bills, which need to be addressed immediately. For reference, Bill 4 (Sep 30–Oct 29) and Bill 5 (Oct 30–Nov 28) are examples of correctly calculated bills. In these cases, the supplier charges reflect credits for the KWH we generated and charges only for the KWH we consumed, which is how it's supposed to be done. However, in Bill 1 (Jan 30–Feb 27) and Bill 2 (Feb 28–Mar 27), we were charged for all KWH consumed without any credit for the KWH we generated, which is clearly a discrepancy compared to bill 4 and 5. Additionally, in Bill 3 (Aug 28–Sep 29), we generated 988 KWH but consumed only 780 KWH, so we should have received a credit for 988 KWH and should have been charged for 780 KWH (should have resulted in a net credit for supply). However, New Wave did not submit any supply charges to the ************ *******, avoiding this net credit for supply. The ************ ******* indicated that this should have been made up for in the subsequent billing cycle (Bill 4, Sep 30–Oct 29), but no such adjustment was made. I contacted the ************ *******, and they confirmed that these errors originate with New Wave and are not because of the ************ *******. Please review these discrepancies and provide a clear resolution. I suspect there may be additional errors beyond the past 12 months since that is all the billing history that is viewable to me. If this issue is not promptly addressed, I will escalate the matter to the Public Utilities Commission.

  

  Business Response

  Date: 01/03/2025

  Hello, New Wave has looked into this and provided the customer the correct amount as a bill credit for $41.58 that was applied on their invoice for 11/29/2024-12/31/2024.

• Initial Complaint

  Date:12/13/2024

  Type:Billing 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.

  We selected New Wave to supply electrical power to our address at the rate of 6.6 cents. The rate was locked for 3 months. After the 3 months I tried several times to find what the new rate would be but could never find it. On the utility company website (PPL) when I checked after the 3 months period, it was listed still at the 6.6 cents. This led me to believe that the rate did not change. Then I received the bill this month (December 2024) at the rate of 15.99cents and the bill almost $1,000 more than expected. The bill is for $2,370.85 and I would like this amount adjusted for lack of transparency and communication.

  

  Business Response

  Date: 01/03/2025

  Hello,New Wave and this customer have settled and closed this complaint out.Customer is satisfied.

  Customer Answer

  Date: 01/03/2025

  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.  Regards, ***** ********

• Initial Complaint

  Date:12/09/2024

  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.

  I had chosen new wave energy asy electricity supplier on a 3 month contract at $0.069/kWh. As stated in the contract, they were required to notify me twice before any changes were made. "If you have a fixed duration contract that will be ending, or whenever NWE wants to change the terms of service, you will receive two separate notices before the contract ends or the changes happen. You will receive the first notice 45-60 days before, and the second notice 30 days before the expiration date or the date the change becomes effective. These notifications will explain your options going forward" I got my most recent electric bill and saw they over doubled my rate to $0.15/kWh without sending me either of the required notices. I contacted them about it and they claimed to have sent the because "the system shows they were generated". I have USPS informed delivery which verifies I never received either of the required notices. They refused to do anything further to fix the issue. I then requested to cancel on Wednesday 12/4 and when I noticed they're still my energy supplier I emailed them and today (12/9) they claimed they never got the request. They supposedly put the request through today but claim it will take up to 3 business days to take effect, this charging me the increased rate I didn't agree to for three more days. I am seeking a refund for the increased charges I paid due to their breach of our agreement as well as for the time it takes for them to actually cancel my account with them

  

  Business Response

  Date: 12/11/2024

  Mr. **** contacted our support inbox regarding this issue, and we promptly provided him with the requested letters, which are attached for your reference.
  Our system records the exact dates and times that letters are generated and sent. Upon review, we confirmed that the mailing address on file matches the address shown in the letters.
  Additionally, Mr. **** mentioned requesting us to drop on 12/4, a request that unfortunately was not fulfilled. I reached out to Mr. **** to kindly ask for documentation of his request, yet we did not receive any follow-up emails from him on the matter.
  To conclude, New Wave provided the necessary notice and has since proceeded to drop the customer's account. As the required letters were sent in accordance with our processes, New Wave will not be issuing a refund.

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this **** not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business is claiming that a system generated date is sufficient to prove that the letters were received but it ****n't show that they were actually sent or received, just that they were generated by the system. I have gone through my past 2 months of saved USPS informed delivery emails which show neither of these letters were actually received at my address (in fact, I have received absolutely no communication at all from them after my initial sign up. Looking through other complaints, it seems this same situation has happened previously which points to an issue with their system not actually sending out these letters 
  
  Regards,
  
  ******** ****
  
  
  
  
  

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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.

  I enrolled with New Wave Energy as my electric supplier with account number **********. Rate was for 3 months: 0.049/kwh. Also in the contract, they mentioned I will receive two separate notices with renewal information. However, I never received any physical mail at my home address, and I check my mail box every day. I also enrolled in USPS online services to send me a soft copy of my daily mails through email, additionally to verify any missing mail. I checked all my history since May 2024 till date, and I never received any renewal notice or letter from New Wave Energy.  Since I didn't receive any mail from them, I assumed there were no rate changes and continued with them. All of a sudden I received this month's energy bill three times higher than usual. My rate changed to 0.15/kwh without notifying me. I reached their customer service during the business hours and no one picked, so I left a voicemail on October 4th about this issue. I never received any call back from them, so I reached back to October 7th and was able to speak with a representative, but they couldn't solve this issue. With having a marketing background, I know that word of mouth can have the biggest impact on a business. Thank you for your time.

  

  Business Response

  Date: 10/29/2024

  Hello,New wave has come to terms with this customer for a resolution of a refund.

  Customer Answer

  Date: 11/04/2024

  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.  Regards, *********** ***********

• Initial Complaint

  Date:08/10/2024

  Type:Billing 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.

  I was called by sales person XXXX at ext 143 and talked into a contract that started at $.059 per KWH for the first month and would not go up any more that $.01 per KWH per month for the remainder of the 12 month contract with no cancellation fees. I never got or signed a contract because XXXX conveniently input my email address as "*********************" instead of "********************" and no contract was mailed to me. The first month was $.059 per KWH, the second month was $.069 per KWH and the third month went to $.1599 per KWH". When I called Customer Service I was told I had to talk to my sales person, I was transferred to XXXX and left a message but got no return call. I called Customer Service again and told them XXXX would not return my calls and asked what my contract stated. Customer Service rep XXXXXX told my contract was for 2 months starting at $.059 for the first month then $.069 for the second month and then going to a variable rate with no cancelation fees. At that time I had XXXXXX cancel the contract and email me confirmation of cancelation and a copy of the contract that I supposedly agreed to which is attached and not signed. I am requesting a refund for month 3 of $204.78 [$404.75 ($381.84(2388KWH * $.1599) + tax$22.91) ] - [$199.97 ($188.65(2388KWH * $.079) + tax$11.32)] and a refund for month 4 of $90.11 [$203.22 ($191.72(1199KHW * $.1599) + tax$11.50)] - [$113.11 (1199KWH * $.089) + tax$6.40)] for a total refund of $294.89.

  

  Business Response

  Date: 08/23/2024

  Hello

  This customer dealt with our customer support team and was able to resolve and satisfy their complaint. 

  Please let me know if anything else is needed to close this out. 

  Brett Z******

  Customer Answer

  Date: 08/23/2024

  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. 
  
  Regards,
  
  ******* ******** **