ComplaintsforSmartEnergy Holdings, LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Smart Energy continually misrepresents the rebate that they are offering and is calling me multiple times during the week to persuade me to sign up for their service. I have repeatedly asked for the company to remove me from their call list to no avail. At this point, the continued calls are pure harassment. Smart Energy should not be allowed to continue to misrepresent the nature of the rebate and respect individuals who do not wish to use the company.

  Business response

  07/18/2024

  Dear *********,
  We sincerely apologize for the inconvenience and frustration you have experienced. Your concerns are very important to us, and we are committed to addressing them promptly.  We respect your request to be removed from our call list and will ensure this is actioned immediately. Your contact information will be added to our Do Not Call list to prevent further calls.

  Thank you for bringing this matter to our attention. If you have any further concerns or need additional assistance, please do not hesitate to reach out.
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received mail addressed to an unknown person who does not live at my address. The communication looks fraudulent and I am extremely concerned.

  Business response

  06/18/2024

  Dear ****, Thank you for bringing this to our attention. We apologize for any inconvenience our mailings may have caused. We take your concerns seriously and aim to respect our customers' preferences. Rest assured we have process your request to be removed from our mailing list, you will not receive any other mailing from our end.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Smartenergy keeps sending solicitation to my house after already being a victim of a scam through Smartenergy! They keep sending solicitation to switch power companies and everytime they do the postcard is in someone's name at my household who's name is not even on the bill offering them a $100.00 gift card to switch over! I pay the bill if anyone is going to switch the bill it will be me! Someone in the past switched over without my permission and I didn't appreciate it! I asked them already to stop sending solicitation to my house but it continues, how can I end any solicitation from this company from being sent to my home address I am not associated with I would like any and all further solicitation from Smartenergy from being sent to my house! At this point its getting repetitive and is Harassment I already been a victim of a scam to this company in the past by a door to door salesman for Smartenergy and someone I live with!

  Business response

  06/14/2024

  Dear ******, We sincerely apologize for the inconvenience. Your feedback is invaluable, and we understand the importance of respecting your request to cease contact. Rest assured, we have placed your contact information on our do-not-solicit list, and you will not receive any further communications from us. Your satisfaction is important to us, and we are committed to ensuring this does not happen again. Thank you for bringing this matter to our attention.
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We received a letter on 5/23/2024 from SmartEnergy addresed to a persons name that does not reside at our address. We did not contact this company for information and did not make a request to have information from this company sent to us. We are concerned that this company is fradulently setting up accounts using our address and a false name or selling our address information.

  Business response

  05/29/2024

  Dear *******, We apologize for the inconvenience caused by the letter you received. To rectify this and remove your address from our mailing list, please contact our customer service at ************** or **************************************** We appreciate your cooperation and will promptly address this issue.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been reccinv unsolicited postal mail from here there website is blank the persons name on this mailing is ****************** no longer lived here for 3+ years take off the list

  Business response

  05/21/2024

  Dear ****, Thank you for contacting us. We apologize for the inconvenience of receiving mail for someone who no longer resides at your address. Your request to be removed from our mailing list has been processed, and you
  will no longer receive mails from us.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had smart energy back in December and tried to cancel back in January they gave me a better rate so I stayed until the end of January told them to cancel they didn't cancel until the middle of February then said I won't see them again on my bill. On March 21st we spoke to someone and was told they were refunding us all the way back to February for smart energy charges. We were told a $100 credit will be applied and we would only pay $70 and some change to be correct. A charge of 317 was takin off a card that isn't ours and then put back onto my bill and no credit was given, neither smart energy or ohio ****** has a record they talked to us or took a payment. But smart energy spoke to a ****** in February I don't know any *******'s and how she got my info from smart energy. I am on the ohio ********************* but smart energy is under my husband's name. I'm getting no where on getting refunded the money I was promised I wouldn't pay. We have a charges on our bill that are suppose to be taken off but they refuse to do that and tell me to send my bill to the email they provided. Well we already gave them a card number over the phone and it wasn't taken off that card so I want a credit and refunded like I said I would have. Smart energy lied and will not stop trying to get my business back so many people have had nothing but issues woth this company.

  Business response

  04/22/2024

  Dear ******,
  Thank you for reaching out and providing details about your experience with SmartEnergy. We understand the frustration you've encountered, and we apologize for any inconvenience caused.
  Upon reviewing your account, we found that you requested a cancellation with SmartEnergy on February 3rd, 2024, which was duly processed and completed by the end of the billing cycle on February 28th, 2024, in accordance with your utility standard cancellation procedure. However, we couldn't find any records of a credit being offered towards your account during our investigation, your account was active for 2 bill periods and charges are valid. We thoroughly checked all phone interactions and recordings associated with your account but couldn't locate any evidence of such offer. It's important to note that SmartEnergy doesn't have access to your payment information. Payments are handled directly by your utility company, and we don't have the capability to process payments from your card or make adjustments to your billing in that regard. If you have any other question, please contact us at **************.
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a postcard for a person that has NEVER resided at my address (***********************) for a Pin to a **** card. I worry that they are trying to switch my utlities without my permission.I have never heard of this company.

  Business response

  03/20/2024

  Dear ****, We sincerely apologize for the confusion caused by the postcard addressed to *********************** that you received at your address. After thorough investigation, we have confirmed that it was a marketing piece that was mistakenly sent to you. Your concerns regarding unauthorized utility switching are completely valid, but please be assured that there is no such attempt associated with our company. Your address is not enrolled with us, and we will promptly remove it from our mailing list to prevent any future misdeliveries. We apologize for any inconvenience and appreciate your understanding.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled in SmartEnergy for electricity on 2/13/2024.At the beginning of March, I received a notice thanking me for enrolling, and offering me a $100 **** gift card if I called before my next billing cycle and no later than March 31. The notice I got clearly states that the gift card is SmartEnergy's way of thanking me for enrolling for 6 months I complied with all of the above, but when I called, they refused to honor their promise of sending me the gift card. They told me that I would have to switch to a higher price, in order to get the gift card because it couldn't be combined with other offers.

  Business response

  03/08/2024

  Dear *******, thank you fro sharing your feedback. Our records indicate that you signed up for a SmartEnergy online-exclusive plan for electric supply service and, shortly after, received promotional material for another product that included a reward. Unfortunately, you can only enroll for one plan and it is not possible to combine offers. If you wish to change your current plan, which is for a 6-month fixed rate of $0.0720 per kWh with no reward, our customer care team can assist you in
  changing your plan to the 6-month fixed-rate plan at a rate of $0.0940 per kWh eligible for a $100 **** gift card reward, please contact us at **************.

  Customer response

  03/09/2024

  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 enrolled in SmartEnergy for electricity on 2/13/2024.At the beginning of March, I received a notice thanking me for enrolling, and offering me a $100 **** gift card if I called before my next billing cycle and no later than March 31.    The notice I got CLEARLY states that the gift card is SmartEnergy's WAY OFTHANKING ME FOR ENROLLING FOR 6 MONTHS.  It did not state that it was a different offer.  This is a good example of bait and switch.

  [Your Answer Here]

   

   

   

   

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

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

  Business response

  03/22/2024

  Dear *******, thank you for taking the time to share your feedback; per our previous response please contact us at **************, if you'd like to change your plan, we'll be happy to assist you.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I never agre** to do business with this company. I have never heard of this company. But some how they are list** on my com ** electric bill as my ********** supplier. And the amount of $455.45 plus $77.86 for delivery of their service!? Never had I had bill from com ** like this. 2 month bill for a 2 b**room apartment is in the amount of $1814.07 Im on social security disability. Im so mad who are these people

  Business response

  03/08/2024

  Dear ************, thank you for sharing your feedback. Our records indicate that, on January 27, 2024, ************ contacted SmartEnergy in response to our mailing material and signed up ***** account No. ********** for a six-month fixed-rate residential plan for SmartEnergy's 100% renewable electricity supply at a rate of $0.1120 per kWh, with a contract effective date of February 22, 2024.

  SmartEnergy has not placed charged on your account yet as the billing cycle goes from February 22, 2024 to around March 21, 2024, please refer to your local utility company to validate who the supplier is on the last bill. We have processed the cancellation request for this account which will be effective by March 21, 2024. If you have any additional question, please don't hesitate to contact us at **************.
  

*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. ↩