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Business Profile

Energy Service Company

SmartEnergy Holdings, LLC
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

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

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SmartEnergy Holdings, LLC has 8 locations, listed below.

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    Customer Complaints Summary

    • 136 total complaints in the last 3 years.
    • 28 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/06/2024

      Type:Product Issues
      Status:
      Answered
      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 never requested service from this company. They have sent a *** for a gift card to my address. This company has a name on this letter with the *** for someone I do not know nor has this person ever lived at my house. I suspect that this company's business practices are not rigorous and they are mailing out **** gift cards to people without really checking details. This company is sending the *** for the gift card to switch a utility energy service (guessing natural gas) to them from another company. It is possible that this is a scam as well. I have no way of knowing. I want this business, SmartEnergy, to verify that they are not changing my energy service, that they will not associate my name or energy service with this person listed on the letter, and that they have removed my address from any of their data storage systems. Attached are photos of the front and back of the letter that was delivered by the post office to my house this evening.

      Business Response

      Date: 02/08/2024

      Dear ****, thank you for taking the time to share your feedback. We have reviewed your concern and confirmed that a postcard was sent to your address with the wrong details by mistake. We have placed your information on our do not contact lists and you should not receive any mailing from SmartEnergy moving forward. We have also confirmed that you are not enrolled with our service. We apologize about the inconvenience this has caused.

    • Initial Complaint

      Date:02/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This company that I never done business with some how obtained my name and address through a mailing list and currently soliciting thru the ** MAIL. I called the company and asked them to remove my name and address from their data, they refused stating they need the *** number on the postcard I was sent. I refused to give it too them Im calling to be removed from your data just remove my name and address.

      Business Response

      Date: 02/06/2024

      Dear ******,

      Thank you for contacting us. We have processed your request to be removed from our contact lists. SmartEnergy is able to remove you from our mailing list by obtaining the *** number or with the name and address you provide. We're sorry for the inconvenience you experienced.

      Customer Answer

      Date: 02/07/2024

      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

      Date:01/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 told to send an image of the ORIGINAL OFFER I WAS GIVEN. After 6 months I claimed the offer and was only given $100 this was NOT the original deal I was told and SIGN up under.I signed up for this service based on this invitation OFFER and WOULD NOT HAVE USE THIS SERVICE IF ANY OTHER OFFER WAS GIVEN IM NOW REQUESTING A FULL *********** COMPENSATION AS THE COMPANY AFTER MULTIPLE CALLS HAVE DENIED I SIGNED UP FOR THIS PROMOTION. THESE SORT OF BUSINESS PRACTICES ARE UNACCEPTABLE

      Business Response

      Date: 02/06/2024

      Dear *******, thank you for your feedback, we appreciate your patience. We carefully reviewed your enrollment and confirmed that you signed up for the $100 **** Card promotion; we can see that you later received a $200 **** Card offer to sign up a new account. Understanding your concern, and as a gesture of goodwill, SmartEnergy will be sending you a $100 check, please allow 2-4 weks to receive it.

      Customer Answer

      Date: 02/08/2024

      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:

      [Your Answer Here]

       

      I have received no calls or voicemails to confirm these calls are being made to me ! I also provided a second number. 


      As for my claim you are incorrect! I SIGNED UP UNDER THE $200 OFFER and made sure to ask your REP on the phone about this offer details BEFORE switching my provider from PECO to SMART ENERGY. I WAS ENSURED ABOUT THIS $200 OFFER. 


      AFTER calling 6 months later to claim my offer your company sent me a $100 card and NEVER told me $100 would be missing this is unacceptable business behavior 

       

       

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


      Sincerely,

      *******************************




       

      Business Response

      Date: 02/15/2024

      Dear ********************, Thank you for reaching out to us. We sincerely apologize for any inconvenience or dissatisfaction you may have experienced. Your feedback is valuable to us as we continuously strive to enhance our customer experience.  To address your concerns promptly, we have issued a $100 compensation check, which has been mailed to you, this should complete the $200. We hope this gesture demonstrates our commitment to resolving the situation and ensuring your satisfaction. Please don't hesitate to contact us if there's anything else we can assist you with at **************. We appreciate your understanding and the opportunity to make things right.

    • Initial Complaint

      Date:01/26/2024

      Type:Billing Issues
      Status:
      Answered
      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 doubled the amount of electricity I used from the previous two months three months and Im doing the same thing I did back then nothings changed in my house but my light bill goes from almost $400 a month. I know 100 of it goes for delivery theres no way I use that much electricity.

      Business Response

      Date: 01/31/2024

      We are sorry that you had this experience. Please give us a call at ************** so one of our Care Specialists can review your bill with you and help resolve this matter. We look forward to hearing from you.

      Customer Care

      Customer Answer

      Date: 02/01/2024

      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:

      [Your Answer Here]

       

       Four months from Cmp was doing a campaign. Im trying to keep the business here. My bill is *** wants to campaign was over the next month. My bill was 100% higher. Thats the same thing I did for the last four months before that all smart energy says oh well drop **. 

       

       

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


      Sincerely,

      ***************************




       

      Business Response

      Date: 02/08/2024

      Dear ********************, thank you for taking the time to share your feedback. We have confirmed that you enrolled with SmartEnergy at a fixed rate plan for 6 months which expired by December 8th, 2023. Prior to the rate expiration, two renewal notices were sent informing of the upcoming rate variation, unfortunately, no response was received from your end. Understanding your concern, we updated your rate to another fixed rate plan, for your last bill with SmartEnergy and processed a $200 **** CARD which you should receive in 4-6 weeks. Please don't hesitate to contact us at **************, if you require any additional assistance.

    • Initial Complaint

      Date:01/23/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Received three phone calls from Smart Energy,(****) **** would NOT identify who he was and asked for names of people who do not work here. When pressed, states he is with Ameren-that is also a fraudulent lie. I attempted to speak with the supervisor and requested such, but both **** and ****** disconnected the call. Phone number and information found on ******* ************- ******* based Smart Energy. I have never had a company be so rude and continue to call a business without the proper identification or requesting the correct account holder. This is a sales call and they are acting as if they ARE Ameren. SCAM SCAM SCAM SCAM SCAM.

      Business Response

      Date: 01/25/2024

      Dear *****,

      Thank you for bringing your concerns to our attention, it was a pleassure assisting you today regarding this inquiry.
      We want to clarify that we adhere strictly to regulatory guidelines in our communication with customers. Understanding your concern, we'd like to inform you tat we have placed you on our do not contact lists; we apologize for any inconvenience and appreciate your patience. Should you have further concerns, please feel free to contact us directlyat **************

    • Initial Complaint

      Date:01/18/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Smartenergy is charging nearly double the standard offer for their variable rate in *****. I understand the word variable but this company gets you in with a great introductory offer then sends you no notifications that your rate is going to nearly double. The standard offer in ***** for electricity is between $10-14, Smartenergy is charging Mainers $22.50. Their resolution is to lock in again with them for another rate but they cannot adjust your bill for 2-3 months in the future, no redemption for current month or past months.

      Business Response

      Date: 01/19/2024

      Dear ***.

      Thank you for taking the time to provide your feedback.

      We carefully reviewed our records and confirmed that two renewal notices were sent, informing of the upcoming variation and inviting you to renew, unfortunately, due to no responde, your account rolled into a variable rate plan. Understanding your concern, we have agreed to process a $150 check as a courtesy and a fixed rate plan for 12 months. We appreciate your understanding and remain at your service.

    • Initial Complaint

      Date:12/14/2023

      Type:Order Issues
      Status:
      Answered
      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.
      was scammed into signing up for a third party **************** supply service was told my rates wont change, there are parts of the conversation i misheard, either because of poor phone connection or misunderstanding, had i heard proper numbers i would never have signed up i am willing to pay the correct rate at 12 cents/kw not 23 or 17 cents per killowat the business failed to inform me on what i pay, and lied about maintaining a flat rate and failed to notify my rate would spike on the 6th month prior to it occurring almost as if they were looking for a reason to get me jammed up and scam money from me i am owed $1000 and thats it i do not want the full amount. thanks much

      Business Response

      Date: 12/15/2023

      Thank you for bringing your concerns to our attention, we are sorry to hear that you had this experience, we assure you that we don't enroll customers without explaining the program in great detail. After a thorough investigation, our records indicate that we sent the proper notification informing of the upcoming rate variation. We understand there may have been challenges during the phone conversation, and we value your feedback. To address any misunderstandings, we invite you to call us at **************, where our team is ready to assist and provide further clarification on the notice sent. Your satisfaction is our priority, and we look forward to resolving this matter with you directly.

      Customer Answer

      Date: 12/20/2023

      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:

      unfortunately i did not receive anything in the mail to further explain the scam they signed me into while on the phone , had i got more information , i would gladly have cancelled the program much earlier than 6 months  i will call the business and try to resolve it if not i will bring this to small claims for scam/fraud if the company chooses to play victim thanks much

       

       

       

       

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


      Sincerely,

      ***************************




       

      Business Response

      Date: 03/20/2024

      Dear *****, despite our efforts, we regret we can't fulfill your request, we consider this matter now closed.

      Customer Answer

      Date: 03/25/2024

      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 have still not found the time to deal with this i am busy with work this is entirely a scam BBB should treat this company as such thankyou

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

      ***************************




       

    • Initial Complaint

      Date:12/14/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Smart Energy has been overcharging me on my electric bill. They charge me more than they told me on the phone and the West ********** also charges me for the same electric. It was supposed to be cheaper but instead my bill doubled because I'm being billed from both companies. They also advertised a $100 gift card that never came. I called to cancel their service but they continue to charge me saying they never got the call. I wish I could *** them and get my money back but I just want it to stop right now. I can't afford double bills and face having my electric being shut off. Please help me with this matter and if possible have them refund the last two bills that I shouldn't have gotten. Smart Energy is charging me 19 cents per Kilowatt and West ********** is charging 4 cents per K. That isn't the price they quoted on the phone. Every month the price triples when it is supposed to stay the same. Thanks **

      Business Response

      Date: 12/20/2023

      We appreciate your concerns and apologize for any confusion you've experienced. We've been trying to reach out to you over the phone to address these concerns.

      It's important to clarify that having a supplier doesn't result in a double bill; instead, it reflects charges from both Smart Energy and West ********** for different portions of the bill. Concerning the  rate increase, you initially enrolled at a fixed rate plan for 6 months; prior to it's expiration, two written notices were sent regarding the upcoming rate variation, providing options for renewal, unfortunatelty we didn't hear back from you. Understanding your decision to  cancel, we've processed your cancellation request with an effective date of December 14, 2023. Moreover, we have also approved your $100 **** Gift Card as a courtesy; please allow 4-6 weeks to receive it. Please  call us at ************** to discuss these details further.

      Customer Answer

      Date: 12/24/2023

      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:11/22/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Hello,I have been used smart energy service aince July and first billed on August.Since I was running swimming pool filter alll day at the moment, I thought the billed amount is similar than usual but after shutting down the pool, it is 2 times and more expensive amount have been billed.I would like to cancel electricity supply service due to higher energy bill than I expected.Account number is ********************************* advise the process.

      Business Response

      Date: 11/22/2023

      Thank you for taking the time to provide your feedback. We're really sorry to hear that you wish to cancel your service with us, your cancellation has been requested and may take 1 billing cycle to be completed. We would love to clarify any inquiries regarding your charges, for this, one of our representatives will be contacting you over the phone; You may also contact us at ************** and we'll be happy to help.

      Customer Answer

      Date: 11/29/2023

      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:11/22/2023

      Type:Order Issues
      Status:
      Answered
      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 for electric supply with Smart Energy because of the low rate. for 6 months. I expected that the rate would go up after 6 months. The paperwork supplied by Smart Energy said that I would not receive a notice of rate increase unless it was greater than a 25% increase. Right after the 6 month special rate was up, they jacked my rate from $0.126/kWh to $0.229/kWh, which is significantly more than a 25% increase, with no notice. It also has been more than 6 weeks since I mailed in my redemption form for the $100 gift card promised with the completion of my 6 months with Smart Energy.These deceptive practices need to stop. The public needs to be aware of the "bait and switch" this company will pull at the end of their special rate period.

      Business Response

      Date: 11/27/2023

      Thanks for your feedback! After checking, we found your renewal notice was sent before your fixed rate expired, but as there was no contact, your plan switched to variable. Regarding your incentive, our policy requires and active and current account, although your account was past due when the claim was received, it's now up to date. We'll make an exception and approve it for youexpect it in 4-6 weeks!

      Customer Answer

      Date: 12/01/2023

      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 did not receive the renewal notice sent by Smart Energy as they claimed. 

       

       

       

       

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


      Sincerely,

      *******************************




       

      Business Response

      Date: 12/28/2023

      Dear ******************. Thank you for contacting us.


      Upon researching our records, we confirmed that your $100 **** Gift Card was mailed on December 16, 2023, via ***** If you have not received it  yet, please contact our ******************* line at ************, and we will gladly look into this for you.

      We have confirmed that you had service with us for 8 months, 6 of them charged at the agreed fixed rate plan of 13 cents per kilowatt hour and 2 of them charged at a variable rate of 23 cents per kilowatt hour; your fixed rate expired by August 15, 2023. Please note that prior to the initial plan's expiration, on June 15, 2023 a renewal notice was sent informing of the upcoming rate change,  indicating that your next rate would be ***** cents per kilowatt hour, due to no response from your end, the plan was transitioned to variable.

      We have attempted to contact you over the phone to go over these items  with no success, you may call our **************** line at  ************** and ask to speak with ******* who has detailed information regarding the case.

      Customer Answer

      Date: 01/13/2024

      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:

      [Your Answer Here]

       I finally did receive the $100 promotional gift card shortly after Christmas. I am not satisfied with the continued insistence that I was notified of the exorbitant rate increase prior to its implementation as I did not receive any such notice. Had I received the notice, I would have immediately switched my supplier service over to ************************** who was offering a lower rate than even their promotional rate. It is clear that the company is not about to change their position that somehow it was my fault they used a low rate to lure my business in and then doubled it with no notice immediately after the promotional period was over. At the very least, I would like other potential customers to know to expect huge price increases in the promotional rates this company offers when the initial period is over, and to consider other companies or community power organizations with more honest pricing practices.

      I seek no further response from the company. I will not do business with them again.

       

       

       

       

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


      Sincerely,

      *******************************




       

    SmartEnergy Holdings, LLC is BBB Accredited.

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