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

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  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:11/14/2022

  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.

  I noticed that my bill had went up $2053 over a 4 month period. When i went back and looked at my bill, it was because Smart Energy went from charging me around $90-$100 per month to $200 one month, then $390 the following month $564 the month after that, then $652 and the last month they charged me $481. They said they sent me out a letter, that I never received and the increase was due to inflation. When I tried to file a complaint through them, they only offered me a $100 gift card (that I was suppose to get for sighing up and never received) and $130 credit. I can understand prices going up a little bit, but a 500% increase is outrageous and times are too hard right now to be playing with people's money. If someone could help with this, I would greatly appreciate it.Thanks :)

  Business Response

  Date: 11/23/2022

  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. The volatility in the commodity markets have been unprecedented. We would welcome the opportunity to speak to you directly. Please call us at ************** so we can try to help. We look forward to hearing from you.

  Customer Care

• Initial Complaint

  Date:11/08/2022

  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.

  Told me my bill wouldnt change and offered a gift card. My bill went up over 30%. Had a very difficult time cancelling. I was on hold for 30 minutes and it took the representative 10 minutes to cancel my service.

  Business Response

  Date: 11/08/2022

  Thank you for taking the time to provide us with your feedback. We will certainly use this feedback to improve our service. Should you require further assistance, please don't hesitate to call us at **************.

• Initial Complaint

  Date:11/02/2022

  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.

  Dates 9/24/2021 $83.10 10/25/2021 $64.24 11/22/2021 $53.53 12/22/2021 $62.65 1/26-10/25/2022 $310.81 I would like to be refunded for the Unauthorized Activation this company has add to my Pepco billing. I do not know how this company allowed *********************** to give them permission to add an account to my Pepco billing without my authorization. The person does not live with me and had NO absolutely No access to my account or account number to give to them. They have been calling person that they see online as next of kind to persuade them to access people's account without consent which is against the law. The company must be held liable as this violation they have committed is fraud and a criminal action. I have had to deal with stress and high blood pressure arguing with the customer service and management for a week to only not get this resolved. I spoke to ***** and *** which are both Supervisor which admitted that the company allow someone else to authorize service that is in my name, and I have to pay for it. This is theft and Fraud and can result to Jail time. I work for top ************** and I am a Law Student and will now be seeking along with this complaint legal counsel and Suggestions from Official Federally to utilize all my assets to stop this company from ripping off other people.

  Business Response

  Date: 11/08/2022

  Thank you very much for taking the time to provide us with your feedback. Please accept our sincerest apology for this disappointment, I can assure you that this is not the type of experience we want for our customers. Please call us at ************** so we can review your enrollment details so you can better understand who authorized this enrollment. Thank you and we look forward to hearing from you.

• Initial Complaint

  Date:10/11/2022

  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.

  As part of a promotional program and to entice customers to switch from Eversource to 'SmartEnergy', was solicited via a mailer that offered a ****** gift card after remaining a customer for 6 months with ********************** electricity supply- at a fixed rate. I switched 2 accounts for my mom's home and my home. During this time, I was caring for my mother who had Dementia and forgot about the program. I had an increase of an additional ****** in my bill for the charges from smart energy and realized I never sent in the 6-month copies of the bills and request for the 'Thank you reward' for $****** gift cards. When I saw how high the bill was, I called them and asked about the ****** gift cards they owed for participating for at least 6 months ( and i had been participating for over 1 year) and they said they could not honor them!!! I have recently been sent a new mailer offering the same thing. This is false advertising. And is dishonest and bad business. How can you help me and others???

  Business Response

  Date: 10/12/2022

  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 welcome the opportunity to speak to you directly and possibly make it up to you. Someone on our team will reach out to you or, if you would prefer, please call us at **************.

• Initial Complaint

  Date:09/28/2022

  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.

  This company sent my mother a flier with an offer of a pin number that would enable her to access a $100 **** gift card. I believe this company, smartenergy, has Intentionally designed their flier to mislead senior citizens. When they contact the company to access their pin number, they will unwittingly switch their electric service over to smartenergy. It is most misleading because the top line of the flyer States in bold type "PPL customer: this is your pin". This is missleading because unless you read the very tiny print on the bottom you do not realize that you will be giving permission to switch service to another company away from PPL. I believe this company has set out to intentionally mislead senior citizens to get their business. I asked that you follow up and take a look at the flyer I've attached.

  Business Response

  Date: 09/29/2022

  We are sorry to hear of your dissatisfaction of the mailing material that you received. We mention multiple times that the offer is from SmartEnergy and that you need to receive 6 months of electricity supply from us to qualify. We will put your name on our Do Not Mail list so you won't receive future mailings from us.

   

  Customer Answer

  Date: 09/29/2022

  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 do not accept the response from the company. In looking at the layout the font size and the wording of the flier it is absolutely clear that it was intended to mislead people. I'm sure it was also obvious to the people who designed the flyer. I want no further response from the company.. I would like people to be aware when dealing with this company. Their ****** reviews further confirm that th

   

   

   I do not accept the response.  In looking at the font the layout and the wording, it is clear thit's clear that the designer of the flyer intended to make it's recipient. I do not want any further contact from this company I just would like people to be aware and be careful when dealing with them.

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

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

  Business Response

  Date: 10/12/2022

  Thank you for your feedback. 

• Initial Complaint

  Date:09/21/2022

  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.

  DO NOT SIGN UP WITH SMART ENERGY!!!! Please read entire review and look at my photos.SMART ENERGY IS A SCAM!!!! DO NOT SIGN UP WITH THEM!! MetEd only charges **** cents per **** cents per KWH and SmartEnergy was charging me 18 cents per KWH. More than double the amount. Unbelievable. This is a scam. MetEd rep told me to never use them again! Its a double bill for the same energy!Last month I made two payments of $77.28 by mistake but I was OK with that because I figure it would pay off next months bill. My energy bill usually comes anywhere from $50-$60 a month.You can see in the photo that smart energy charger their own bill on top of what I would have been charged by MetEd.DO NOT SIGN UP WITH SMART ENERGY Update 9/20/22 - I received my bill for September. I would be paying less than $45 but now I will be paying close to $135 instead because of this SCAM!

  Business Response

  Date: 09/23/2022

  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. The volatility in the commodity markets have been unprecedented. We would welcome the opportunity to speak to you directly. If you are willing, please call us at **************.

• Initial Complaint

  Date:09/16/2022

  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.

  We started rented in July 2021 at our address. We have AEP as our source of electric. On our August 2022 bill went had the charge of ******, when our bills were running along the amounts of *****- ***** a month. I started looking closely at the bill and saw that a supplier by the name of Smartengery was charging us as a supplier. We call Smartengery immediately explaining we did not open an account with them. I spoke with a *****, he could not find me in the system through any time of information he requested from me but found the name *********************** connected to the account by address. ***** explained that an investigation would be performed and he would call back within two to three days. We did not get a call back. Then we received a second bill for September with the charge of ****** and a disconnection notice. Again we called Smartenergy back and talked to ****. **** took all the information and said we will do an investigation and and call you back. This time they Smartengery called back and stated that the account was closed but that we still owed the ****** charges because that account was open prior to the investigation and the closing of the account. Though my information was not read back to me I was told I could not get a copy of the contract, and that AEP is at fault for the billing. We called AEP and it was explained to us that until Smartenergy dropped the charges of ****** there was nothing they could do on their end. This has been a back and forth battle that has caused me severe headaches and anxiety. I did not sign or vocally agree to any contract with Smartenergy and have been a faithful customer of AEP for years. I feel like someone has scammed me and that I am being charged unfairly for a bill on an account I knew nothing about until I started getting charged for the services that I did not approve.

  Business Response

  Date: 10/03/2022

  Kindly call us at ************** so we can try to resolve this matter.

• Initial Complaint

  Date:09/12/2022

  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.

  Someone signed me up for smart energy without my consent. I tried calling them and the stated they had a recording of me giving consensual permission to change my energy over when I asked for the recording. Agent stated that they could not provide it at that time. They sent me a bill for 400 in July and 400 in August. I never paid such high bills. I want them to waive these payments because I did not sign up for Smart energy.

  Business Response

  Date: 09/13/2022

  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. The volatility in the commodity markets have been unprecedented. We would welcome the opportunity to speak to you directly. If you are willing, please call us at **************.

  Customer Answer

  Date: 09/14/2022

  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]

   They lied about me accepting a contract with another party and they said they would call me with response and never did. 

   

   

   

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

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

  Customer Answer

  Date: 09/21/2022

  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]

   They are telling me they have a recording of me granting  ******************************* to be the smart energy subscriber.  ******************************* has no authority to exercise that right.  He does not pay bills in my home and I certainly did not agree to that.

   

   

   

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

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

  Business Response

  Date: 09/23/2022

  We are investigating this matter further.

• Initial Complaint

  Date:09/12/2022

  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.

  I signed up for Smart Energy in July 2022 based upon the assurance that their kWh rate was extremely reasonable. Instead, I have been charged upwards of triple the amount I paid through *******. My bill in July 2022 (prior to going with Smart Energy) was $190. My August 2022 bill jumped to over $260 and now my September 2022 bill is over $400. I want any contract that I have with Smart Energy terminated immediately based upon their predatory behavior, as well as a credit to my bill for at least $420 that they charged me under the guise of their lie about their rates, as well as a credit for anything they plan on charging me for the month of October 2022.

  Business Response

  Date: 09/13/2022

  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 like the opportunity to speak to you directly and resolve this matter. Please call us at ************** so we can review your account information with you. We appreciate your feedback and we look forward to hearing from you. 

  Customer Answer

  Date: 09/15/2022

  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:

  I spoke with a rep named ***** at Smart Energy today, Thursday, September 15th. She tried to tell me that I agreed to pay a kWh of *****, and I asked her to pull the recording of the phone call that I had with the rep I originally spoke to, who assured me that the rate was ***** per kWh. ***** tried to tell me that these rates were the same thing. I disagreed, explaining that these rates were two very different amounts and where the decimal point is placed in the number is extremely important. Since I agreed to switch to Smart Energy based upon this false representation of what rate I would be paying, I requested that they issue a credit/refund of $250, which is less than half of what I was charged for the time I was signed up with Smart Energy (I would have paid much less than this if I had stayed with ******* as my energy supplier. I also explained to her that no one in their right mind would agree to pay ***** kWh when the rate that my regular supplier, *******, charged was between **** and **** per kWh. I told ***** that the original rep that signed me up for this service was deceiving and that their predatory practices were unethical. ***** stated Smart Energy is going to investigate this further and then decide if they will refund me any money. I told her that since she was the manager in charge of this investigation that she should be able to make that decision immediately, and she just replied with the same statement that Smart Energy is going to investigate further. I told her I was extremely unhappy about this. She said someone would be in touch again at a later date. So I did not get any satisfaction from this interaction. 

   

   

   

   

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

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

  Customer Answer

  Date: 09/26/2022

  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:

  I have received this same generic response from Smart Energy through the BBB, telling me the exact same thing. I myself have made calls to Smart Energy more than three times now, and they have called me at least three times, the last time being an extremely rude rep who told me that since I canceled service with them, I won't be receiving the promotional gift card, and told me I better reinstate my contract with them if I want it. I told her that the gift card bait they use to charge people twice as much and the fraudulent practice that they use to sign people up for their service by quoting such a low rate would hardly compensate any consumer they lure in to pay two+ times the going rate for kWh. I have requested a fair refund/credit to my ******* account, and I would like them to address that. I do not want to get the same canned response from them that they have now sent to the BBB numerous times, with no resolution whatsoever.

   

   

   

   

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

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

  Business Response

  Date: 10/12/2022

  I am sorry that you are having this experience however we can't resolve this matter on the BBB site as your privacy is our upmost concern. If you are willing, please call us at ************** so we can try to help.

• Initial Complaint

  Date:08/31/2022

  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.

  In the fall of 2019 when I bought my home, we signed up with SmartEnergy for a fixed rate of electric supply for 6 months, after that, it was a variable rate. I was told we could cancel after the 6 months, which we did. However, after we cancelled, SmartEnergy was periodically becoming our energy supplier on our national grid bill for 1-2 month stints, which we did not agree too. Because of this, they have been charging us an insane amount without our knowledge. I spoke with them today on the phone and they told me we did not cancel, but i know that we did. I unfortunately don't have documentation the cancel because i did it over the phone mid 2020. I have since made sure it was cancelled, but now they are refusing any sort of reimbursement for the high charges that we did not authorize.

  Business Response

  Date: 09/08/2022

  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 review your account history. Please call us at ************** so we can better serve you. We appreciate your feedback very much and we look forward to hearing from you.