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:07/22/2022

  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.

  I signed up with smart energy about 6/7 months ago. Because they promised me a lower monthly energy **** and a 100$ gift card that Ive still havent received. Every time I call its like playing a phone game this person connects me to this person and so on and I can never get someone to explain to me what is going on. Now this month for my Duquesne light **** is saying that smart energy is charging me supply charges $103.54 and I am extremely ****** off about this and I want to know why?? Why now all of a sudden are they charging me money when they never once charged me before? This company told me they are supposed to help me save money!! And now they are charging me money and I lied to me about the 100$ gift card I still never received. Please can someone help me get in contact with them because I can not get in contact with someone Ive been calling for days now and no one can answer my questions or help me thank you.

  Business Response

  Date: 08/09/2022

  Thank you for reaching out. Per your request, we will have someone on our ************* team contact you to resolve this matter.

  ************* TEam

• Initial Complaint

  Date:07/13/2022

  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.

  I have Ohio ****** for electric and I am the only one who lives and receives mail at my address.on my postal ***** informed delivery was screenshot of a piece of mail from smart energy(********** ****) about the $100gift card.Addressed to a transient/ *********************************** using my address W/out my permission. When ii went out to mailbox to get it.it wasnt in my box.I met This *********************************** at a nieghbors about 6 month ago .but he has never been to my residence.this is the second time he has used my address.a couple months ago I got mail addressed to him w / a bank card. I intercepted it.and destroyed it.Every time I try to call smart customer service to report it at **********. and when they answer my phone literally powers off.which really upsets me..Im not sure what to do.The wedgewood St. ellet **** post office hasn't been much help either.Im not sure what to do.yet there is attempted fraud using my address..Im reporting it. to you now .I dont know what else to do. thank you *************************

  Business Response

  Date: 07/14/2022

  Thanks for reaching out. We are sorry that you are having a problem with your mail. Please call our customer service number at ************** and we can help you figure out what transpired. In the meantime, we will put your address on our Do Not Mail list.

  Customer Care Team

   

• Initial Complaint

  Date:07/12/2022

  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.

  They hacked my account somehow I was with a company called NRG, and they got my name and address and stuff somehow and I never even called them , and are charging me a extra 100$ a month and I didnt even sign up for them

  Business Response

  Date: 08/09/2022

  Hello,

  I am sorry you have had this experience. We have no way to access your account without your clear permission. Please call us at ************** and we can go over the details of your enrollment.

  Customer Care Team

• Initial Complaint

  Date:07/07/2022

  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.

  **** electric **** charging me over $400 for one month without sending me notice of rate changes a scam where they tell you that smart energy will save you more money on your **** when in reality it triples your electric ****. Sends out **** gift cards as an incentive to join there business just to steal money for you month to month blaming the customer the entire way through

  Business Response

  Date: 07/21/2022

  Our records indicate that you signed up for SmartEnergy's six-month fixed-rate plan for 100% renewable energy supply on July 20, 2021. Please call our customer care team at ************** so they can share the details of your enrollment. Your account was canceled on July 5, 2022, we do not charge any type of enrollment fee, cancellation fees, or additional charges. We will place you on our do not mail list so you will not receive mailings from SmartEnergy in the future. 
  
  Thank you for bringing this matter to our attention. 

  The SmartEnergy Team

  Customer Answer

  Date: 07/21/2022

  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]

   I still had to pay the 443$ when they told me my **** should be lower. It tripled my normal electric **** and they paid me nothing back. 

   

   

   

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

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

  Business Response

  Date: 07/29/2022

  
  Thank you very much for taking the time to provide us with your feedback. Please accept our sincerest apology for this disappointment regarding pricing, I can assure you that this is not the type of experience we want for our customers. We would love an opportunity to speak to you directly and possibly make it up to you. If you are willing, please give us a call at ************** to discuss this matter. 

  We look forward to hearing from you. 

  
  The SmartEnergy Team

• Initial Complaint

  Date:07/05/2022

  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.

  June 9th, 2022, I called SmartEnergy to save monies on my electric **** as well as because they were offering ****** **** card if you stay with them for 6 months, the guy was telling me what I would save. When I was told 19 cents was a fair price to pay for a kw, , well I thought it was until I received my electric **** from ******* in which was 17 dollars higher ,turns out after I placed a call to them they said they only charge me 8 cents a kw, ,well here it is July 5th after the holiday and I called SmartEnergy and they told me it would be several months until they cancel my account and put it back to ******* .I feel this whole thing was a scam and feel cheated , I want a refund for any additional costs I have to pay as well as to be switched back A.S.A.P. ,I am a senior citizen and fell prey to a fast talker and thought I was going to save, I am on fixed income and cannot afford this extra cost right now,thank you for any help you may offer

  Business Response

  Date: 07/29/2022

  Thank you very much for taking the time to provide us with your feedback. Please accept our sincerest apology for this disappointment regarding pricing, I can assure you that this is not the type of experience we want for our customers. We would love an opportunity to speak to you directly and possibly make it up to you. If you are willing, please give us a call at ************** to discuss this matter. 

  We appreciate your feedback very much ***** and we look forward to hearing from you. 

  The SmartEnergy Team

  Customer Answer

  Date: 07/29/2022

  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:06/27/2022

  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.

  My name is ***************************. I am the domestic partner of *********************** ****************************************************. Last year we took advantage of a promotional offer by Smart Energy to change our supplier. We needed to call by August 30, 2021 to enroll and give them the following pin **********. We called on August 29, 2021. We were told that if we maintained Smart Energy for 6 months we would receive a $100 **** gift card. We maintained Smart Energy from September 17, 2021 to March 18, 2022. We did not hear anything so after about a month I called at the following number: **************. Talked with *** (did not give his last name). He could not find anything. Called back later talked with ** (did not give his last name). He indicated the gift card had been approved on May 3, 2022 and we should have received it. He transferred me to the gift card company (CardHolderService). I hope that is right. They could not find anything and they gave me a tracking number if I needed to call back. It is *********. I did subsequently call back several times and they continued to say they had no record of a request from Smart Energy. We also received numerous Emails to both of our accounts from the card company asking for more information. We gave them all the information we had. Someone has dropped the ball on this. I've written to several addresses I have of the company: *********, **, **********, **, and ********, **. Please help. We can be reached in one of the following ways. *********************** ************************************************ ************** (home) ************** (mobile) *************************** ************** (mobile)

  Business Response

  Date: 06/27/2022

  Dear ******************,

   

  Thank you for bringing this matter to our attention. I will have a Care Manager research this and call you within 48 hours.

   

  Regards,

   

  Customer Care

• Initial Complaint

  Date:06/22/2022

  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.

  continuos telephone solicitations and mailing requesting I change utility suppliers promising lower price i have requested they not ever contact me and they continue to do so their rates are twice that of comed and nicor, what a ripoff

  Business Response

  Date: 06/23/2022

  Dear ****************,

  We do not doing any telemarketing so you may be confusing us with another energy supplier. That said, we will add you to our Do Not Contact list.

  Thanks,

  SmartEnergy Team

• Initial Complaint

  Date:06/17/2022

  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.

  I made a arrangement to use there service in exchange for a 200 gift card after 6 months of usage. It's been a year I just received instructions to claim said gift card. I called to claim said gift card and was told I needed to call eversource power company in ********** ** to find out why smart energy was not getting there money??? I explained that eversource would not explain nor confirm that money was owed to smart energy. I explained to smart energy that I have no control other then paying my **** to eversource, and can not tell eversource what to do with money they received. I asked multiple customer representatives for a way to identify who I talked to and specifically what office they were working out of so I could file a complaint with BBB. The only response I was ALLOWED to have was a name and extension. All and any other information was NOT allowed to be given to me. This is clearly a scam and diversion tactic to gain customers without fulfilling there end of the deal. The deal was sign up with smart energy and use there service for a minimum of 6 months and receive a 200 **** gift card as a incentive. Now that it is time to complete there end its they haven't received a payment from eversource since June 30th of 2021. Even though I can prove I have been paying eversource every month with receipts and confirmation numbers. Why eversource isn't paying there 3rd party is not up to me nor in my control. All I Can do is pay what is owed on my ****. I've talked to friends/ family and they have received the same treatment of being talked to like we are stupid and being told it is what it is.

  Business Response

  Date: 06/27/2022

  I am glad that we had the opportunity to speak last week. I have some more information for you if you would like to continue our discussion. Please call me at the number provided.

  Thank you,

  ****** *

• Initial Complaint

  Date:06/13/2022

  Type:Delivery 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 want Better Business Bureau to be aware of predatory and unfair business practices of Smart Energy Holdings, LLC, the electric supplier company that recruits customers without their permission and without notifying them that they are, in fact, their customers, and also of unfairly raising prices to take advantage of their customers. I did not know that I was Smart Energy Holdings, LLC customer. I discovered it on 06/03/2022 because they suddenly raised my electricity price from $9.1 per kW to **** per kW. I called BGE and they told me that I am a customer of *********************************************, LLC from February 2018. I called Smart Energy Holdings, LLC *************) and they told me that I was recruited over the phone and my account number is **********). I asked to be immediately released back to BGE and also asked about sudden raise of price (over 200%). They responded that it was because of the overall raise of gas prices. I responded that we do not use natural gas, and also that according to Electric Choice tool from ******** ************************** BGE rate is over 3 times lower than theirs. I also let them know that I have found ORDER NO. ***** of ******** ************************* regarding their company (****************************************************************************************************************************) where they were ordered to release all customers recruited over the phone by 10 calendar days after that order from March 31, 2021. I also asked them to compensate me with the difference of their price to BGE price in accordance with ORDER NO. ***** of ******** ************************* (MPSC). I notified Smart Energy Holdings, LLC, that I will be filing a Complaint with MPSC for their predatory business practices and illegal recruitment of customer who never gave them permission to be recruited and for compensating me for the difference between their prices and BGE prices for all the period that I was their customer without my permission.

  Business Response

  Date: 06/14/2022

  Our records indicate that, on January 27, 2018, ************** contacted SmartEnergy in response to our mailing material and signed up for a six-month fixed-rate plan for 100% renewable electricity supply.  As indicated in our terms of service, variable rates may change from month to month and are subject to change based on a variety of factors. Order No. ***** issued by the ******** ************************* referenced, has been stayed and is pending appeal. That means that any directives contained in the Order are currently unenforceable. Please let us know if we can be of further assistance.
  

• Initial Complaint

  Date:06/08/2022

  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 selected smart energy in sept to provide electricity thru jcpand l and they promised me after 6 months i would get a ****************************************************************************** letter my account with them is ******************** please help

  Business Response

  Date: 06/09/2022

  Dear **********************,

  As you stated, you are eligible for a gift card after 6 months of service. Our records indicate that you have only had 4 months of our service. That said, we value you as a customer and as a courtesy have submitted your request. You should receive your gift card in approximately 4 weeks. Should you require further assistance, please don't hesitate to call us at **************.

  Customer Care Team

  Customer Answer

  Date: 06/10/2022

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