Complaints

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

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  SmartEnergy Holdings, LLC

  400 Madison Ave Fl 9 New York, NY 10017-1909

  
• 

  Smart Energy Holdings

  106 Maplewood Dr Hazle Township, PA 18202-9266

• 

  SmartEnergy

  2040 Avenue C Ste 200N Bethlehem, PA 18017

• 

  SmartEnergy Holdings, LLC

  201 E 5th St 19th Floor Cincinnati, OH 45202

• 

  SmartEnergy

  7450 Tilghman St Ste 100 Allentown, PA 18106-9044

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:03/21/2025

  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.

  I'm s consumer related into eversource the electric supplier has introduced their selves to regard using their supply for more than 6 months they offer to grant me $ 200 gift **** card once i produce a bill for 6 months along with the suppliers name (smart energy) an the bill is currently paid up with my account number as well.A redemption form was sent to me along with returning my current bill an account number I fax that feb 21 st with the new bill of 6 months more recent I've.tried to call to check status now all of a sudden no is knot answering an calls t o the offer I felt miss lead and cheated regarding the program an it's offer as a potential consumer my account ******************* my fax did go through on feb 21 2025 no answer any business numbers that are listed on the goggle apps I find this incredibly ridiculous all my attempts to touch base with was unsuccessful in my attempts I don't know what happened . I.was really anticipating the rebate as a consumer according to.smart energy the notices stated 4/6 weeks the **** card will mailed i.undertand it takes time what frightened me I can't contact an speak verbally about when expect gift card every time I dial the number I get clicked - off like a disconnection as if someone is hanging up the phone on every number to smart energy's network , absolutely horrible they she knot be in business

  Business Response

  Date: 03/21/2025

  Hello,
  Were sorry to hear about your experience. Our lines are always open Monday to Friday, 8 AM to 7 PM, and Saturday, 9 AM to 6 PM. You can reach us at **************.
  We received your fax in February, but the required six months were completed on March 18th, 2025. Your **** gift card has now been approved, and one of our representatives will call you shortly to provide more information regarding the approval of your incentive.
  

• Initial Complaint

  Date:02/13/2025

  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 am 83+years old in a wheel chair and partially blind. Smart Energy somehow got on my ***** account **** found out they began charging me double or triple the rates the past few months. Now my bill went from ****** to over ****** a month. I called them to have them removed from my ***** account and notified Pepco.I have no idea how smart energy got on my account. I have filed a complaint with the ********************, and smart energy. I want them to issue a credit for the outrageous charges. Can you help me ***** account ***********. I have no complaint with *****. Just smart energy for financial abuse of the elderly and h****capped.1000.00

  Business Response

  Date: 02/14/2025

  Dear *** *************** are sorry to hear that you had a negative experience with our service. We are currently investigating your case and will provide a detailed response as soon as possible. In the meantime, we are happy to let you know that our ************* team is working on your refund request. For more information, please call us at **************.

  We appreciate your patience and understanding in advance.

  Sincerely,

  The SmartEnergy Team

  Customer Answer

  Date: 02/19/2025

  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:

  What do you want me to do. The business said they are investigating. Do not close my case

  ***NOTE FROM BBB 02/21/2025: CONSUMER ADDED MESSAGE BELOW***

  Yesterday, *** called from Smart Energy. He said he would call me again 

   

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

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

  Business Response

  Date: 03/05/2025

  Dear *****,

  Thank you for the conversation today. Im glad weve been able to address your concerns and come to an agreement. If you have any further questions or need clarification, feel free to reach out.

  Regards,

  *******

• Initial Complaint

  Date:02/11/2025

  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 am the property owner and *** account holder at *********************. The *** account for that address was fraudulently changed to SmartEnergy without my consent. The *** account is solely in my name and no one is authorized to make changes to that account besides myself. Smart energy made changes to my account without my knowledge or consent. I called them to have it canceled and questioned how they altered my account and they refused to help me or cancel an account that I did not sign up for. The customer representative refused to let me speak with a manager and hung up on me. This is fraudulent. This scam of a company should not be able to change my *** account without my consent!

  Business Response

  Date: 02/14/2025

  Dear *** **************** sincerely apologize for the negative experience you had with our customer care team and understand your frustration. Our records indicate that the enrollment was authorized by your tenant who called us in response to our mailing material and had access to the utility bill. As requested, your service with Smartenergy has been successfully canceled. We have added the address to our Do-Not-Mail list, so no further solicitations will be sent in the future.
  Once again, we are sorry for the negative experience.

  
  The SmartEnergy Team

• Initial Complaint

  Date:01/21/2025

  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.

  I am filing a complaint against SmartEnergy for engaging in deceptive and misleading advertising practices. They have been sending flyers to my area that are designed to look like official communications from PSE&G, our local utility company. The flyers attempt to trick people into calling them under the guise of offering a refund on their PSE&G bill.These advertisements are misleading and intentionally deceptive. The flyers only disclose in fine print at the bottom that SmartEnergy is not affiliated with PSE&G. This critical information is easy to miss, and any average person could reasonably mistake the flyer for legitimate correspondence from PSE&G. This appears to be a deliberate tactic to confuse and exploit consumers.This type of practice is unethical and should be considered fraudulent. It preys on individuals who may not scrutinize every detail, especially the elderly or non-native English speakers, and it creates unnecessary stress and confusion.I urge the BBB to investigate SmartEnergy's advertising practices and take appropriate action to prevent them from misleading more consumers. Companies like this should not be allowed to operate in such an underhanded way.

  Business Response

  Date: 01/24/2025

  We apologize for any confusion caused by our marketing material. SmartEnergy is a third-party electric and gas supplier licensed by the State of ************************************ and we use direct mail as our main form of marketing. Consumers who respond to our mailings' call-to-action receive ample information about our offer for 100% renewable electricity supply and a $100 bill refund after remaining a customer for six months. Once they have all the information and their questions answered, they can decide to sign up. 
  
  
  We appreciate the feedback, whether negative or positive, and will use it to improve how we reach out to consumers. 
  
  

  Customer Answer

  Date: 01/25/2025

  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]

  The business has not addressed my problem or made any effort to solve it.  

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

  
  Sincerely,
  
  ** **
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  We are really sorry our response did not meet your expectations. We take these matters very seriously, and when we received your complaint, we forwarded your thoughts to our marketing team.

  Please note that all of SmartEnergy's mailing material for the electric supply and a rebate reward after 6 months offer include the following statement in the body of the letter: "Our phone representative will assist you in selecting SmartEnergy as your electricity supplier. Then simply remain a customer for at least six months to qualify for a refund on your <Utilityy> bill in the full amount of $100.00."

  
  Once again, we apologize for the negative experience and hope that you trust we are addressing these concerns and want to do better.
  Sincerely,

  
  SmartEnergy ************* Team

  Customer Answer

  Date: 02/06/2025

  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:

  Again, the business did not address my initial complaint, or try resolve the issue.

  BBB should do something to punish them for sending out malicious and misleading ads. 

  Sincerely,
  
  ** **
  
  
  
  
   
  

• Initial Complaint

  Date:01/14/2025

  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.

  In the past two months I have received two letters from "SmartEnergy", addressed to me an "Eversource Customer", claiming that I have a "refund" waiting for me in the amount of $100. I decided to call to see what kind of scam this was after the second letter. The agent on the phone informed me that it was not actually a "refund", as stated in the letter, but that they would send me a check for the afformentioned amount if I were to switch the supply portion of my electric bill to them for a fixed rate. He claimed if I did this I would be getting a check for $100. I believe he told me it was around $25. I pulled up the list of past bills from **********. I informed him that the my most recent charge for delivery was a little less than $9. He then asked me if I use solar panels, which is ridiculous. I responded by telling him "well, no, I just have up to date electronics and shut my lights off when I don't have an immediate need to actually see or when it's light enough out that I can see without them which is a pretty normal practice for most" and hung up. I'm putting this here because I don't want to be getting letters from them every month from now on. They probably have my number on file now which won't help so I want to catch this early. Getting a letter in the mail with the name of your electric company on it can immediately cause anxiety these days. Additionally, having a letter that states I will get a "refund" when it isn't, by definition, a refund at all, as well as trying to catch the attention of people with the promise of some sort of lump sum, is extremely low. I also find it strange that I've seen reports about "SmartEnergy" from many people online, all of which are not at all located near the address the letter came from, which is a few towns over from me. I even saw someone from **** who got one. Clearly they are not actually located where they say.

  Business Response

  Date: 01/16/2025

  We apologize for any inconvenience this may have caused. If you require further clarification or have any questions, please do not hesitate to contact us at **************, and we will be happy to assist you.

  
  In response to your request, we have added your information to our Do Not Solicit list. You should no longer receive communications from us.
  
  Customer Care Team
  **********************
  

• Initial Complaint

  Date:01/14/2025

  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 has no cancel fee for any reason. Yet, I got charged $80 and it came out of direct paid. How do I get reimbursed my $80?

  Business Response

  Date: 01/16/2025

  We apologize for any inconvenience this may have caused. In order for us to better assist you with your case, please contact our *********************** at **************.

  
  Thank you,

• Initial Complaint

  Date:08/22/2024

  Type:Product 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 currently have a Smart Energy account and was sent a complimentary **** gift card as a thank you from Smart Energy and Penelec for being a customer on July 17th, 2024. I called the number provided on the mailing post card on July 24th, 2024, and spoke with a customer service representative to a register for the **** gift card to be sent to me. However, the representative stated that, since I have Liheap, that I am not eligible to attain the $200 gift card. My county caseworker and I reread the post card multiple times (including the fine print) and Liheap exclusions weren't listed on the card. I tried to explain this to the representative, but he just apologized and said there was nothing he could do. I would like them to honor their offer and award me the $200 as promised on the document, due to being on physical health disability with SSI and my limited budget and needing this money.

  Business Response

  Date: 08/28/2024

  We apologize for the inconvenience this may caused. Unfortunately, in your state, certain programs may restrict you from registering with suppliers. If you require further assistance or have additional inquiries, please do not hesitate to contact us at **************.

  Regards,
  Customer Care Team

  Customer Answer

  Date: 08/30/2024

  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 that you are following up with the business about these matters. Thank you for coordination.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/09/2024

  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.

  The smart energy holdings LLC a separate company. Orange and ***************** bill. There both trying to say they can see the problem and not correcting it. Orange and Rockland is stating the company had applied a variable rate without my knowledge creating a higher usage than normal on my bill. I want this to be adjusted as I remove smart energy off my account for misleading practices on my account today.

  Business Response

  Date: 08/14/2024

  Dear *****, thank you for speaking with us by phone. We hope that the information provided meets your expectations. Should you require any further assistance, please feel free to contact us.

• Initial Complaint

  Date:07/29/2024

  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.

  Date of transaction 2023 - 2024 Each month they charged us a huge amount, and we never consented to these charges. In the month of July 2024, our Electric Bill quadrupled in costs. This company told us to call back Monday for a confirmation to cancel the services as a supplier. No e-mail or fax provided on website. Something isn't right. We now have a bill over $1,000. One month charges from this Supplier was $336.53.

  Business Response

  Date: 08/05/2024

  Dear ********,
  Thank you for taking the time to share your feedback. We appreciate your effort in reaching out to us. We have attempted to contact you at the number provided but were unable to reach you. To assist you further with your concerns, please contact our customer service line at **************
  

• Initial Complaint

  Date:07/23/2024

  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.

  Deceptive advertising, I never had dealings with Smartenergy and did not give them permission to send me mail. Their scam is to have you call them, give them your peco account number and they switch you without your permission. This should not be allowed! I want my address permanently removed from their lists.

  Business Response

  Date: 07/23/2024

  Dear *******,

  Thank you for reaching out to us. Your concerns are very important to us, and we are committed to addressing them promptly.

  We respect your request to be removed from our mailing list and will ensure this is actioned immediately. Your contact information will be added to our Do Not Mail list to prevent further communications.

  If you have any further concerns or need additional assistance, please do not hesitate to reach out.

  Customer Answer

  Date: 07/26/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************