ComplaintsforAtlantic Energy, LLC

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I enrolled in a plan after a lengthy discourse with a door-to-door representative who guaranteed not only lower monthly energy payments, but also assured that my energy usage would be reduced. This has turned out to be a scam, with third party supplier "Atlantic" service charges exceeding my monthly energy bill. The representative was explicit in that my energy cost would be less by signing up with this service, and that is 100% false. This company is taking advantage of customers by pitching savings and delivering the opposite, and no where does it detail a nearly $80 monthly premium to be a customer- outrageous for a small apartment unit with few appliances that is empty most of the week, does not use heat, has run 1 window AC unit for a maximum of 2 days this entire year. My bill has almost tripled with no explanation, notice, payment notifications- I had been signed up for automatic **** payments so there was no messaging or alerts with the charge discrepancies until logging into **** and seeing on my bill that Atlantic Energy has essentially been robbing my account, preying on customers who seek to lighten the economic burden of utilities while being environmentally conscience and energy efficient.

  Business response

  06/08/2023

  On  3/8/22, an Atlantic Energy sales representative enrolled *** ************************* via an in-person sales meeting. The enrollment was confirmed by a digitally signed sales agreement. The sales agreement was signed by an individual who identified herself as an authorized party to enroll the account. The customers account became active on 4/1/22. At no point after the initial enrollment did *** ***** or anyone representing her account contact ********************.
  Atlantic Energy received BBB- ******** on 6/6/23. Upon receiving the BBB complaint Atlantic Energy attempted to contact *** ************************* to get more information regarding her complaint. The customer stated that she was unaware that she was on a variable rate with Atlantic. The customer requested the cancelation of her account. The account was canceled immediately upon request. The customers account was placed on *********************** internal Do Not Contact list. Wholesale prices of electricity have risen significantly and Atlantic Energy is sympathetic to the customer's concerns. The customer's account was placed on **********************'s internal Do Not Contact list. *** ***** was satisfied with Atlantics resolution.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2021, an Atlantic Energy marketer came to my neighborhood and upon the speech given to me, I signed up with their services. In the speech, I was promised much lower rates than what my current distributor offered. I signed up, the rates were lower for a few months, and then they spiked. In May 2021, I cancelled ALL services through Atlantic Energy. But wait, there's more. Upon further inspection of my gas bill, I realized why it was so high. I found that Atlantic Energy was still my distributor. They are charging me MORE money than what the usage even costs! This month my usage cost (customer cost and delivery charge) is $104.73. The marketer charges is $128.84!! I called Atlantic Energy to ask them why when I called to cancel their services entirely, they didn't cancel their services for gas, also. I was told that when I called back in May 2021, that I didn't specify that I wanted gas and electric removed from their services. Instead, I had only requested "services". Not specific to both gas AND electric. This is completely and utterly unacceptable!!!! When I verbalized my feelings, I was met with a "I'm sorry that you feel that way, but you didn't ask for the gas to be removed". UNACCEPTABLE.

  Business response

  03/24/2023

  On  12/16/20, an Atlantic Energy sales representative enrolled *************************** via an in-person sales meeting. The enrollment was confirmed by a digitally signed sales agreement. The sales agreement was signed by an individual who identified herself as an authorized party to enroll the account. The customer contacted ********************** on 5/31/2022 to cancel her electric account but failed to mention that she wanted her gas account canceled as well. The gas account remained active with Atlantic as the supplier. The customer did not contact ******************** again until 3/20/2023. Upon speaking to the customer she was informed that ********************** did not receive a cancelation request for the gas account at any point since the enrollment.
  
  
  Atlantic Energy received BBB- ******** on 3/21/23. Upon receiving the BBB complaint Atlantic Energy attempted to contact *************************** to inform her that after review a supervisor did approve a rerate and refund of the customers gas supply as compared to her local utility companys gas rates for the months of service after the initial cancelation date of 5/31/22. Atlantic will send the customer a check for this amount, as a courtesy. Thank you and please feel free to contact me if you have any questions or require any information.
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Atlantic energy promised me that my rate would be a lot lower then my current energy supplier. They gave me a low Rate for the 1st Month after that they kept raising my rate till it was over triple the amount that they had said I would be paying. On top of that they said that we would be receiving gifts after staying with them there was gift you receive after 6 months 9 months 12 months 18 months etc my neighbor saw me sign up and I convinced her to sign up she got her gifts and I still have yet to receive mine that is false advertising. They are clearly scamming their customers and overcharging lying to get people to sign up with them not cool

  Business response

  12/28/2022

  On  7/23/2022, an Atlantic Energy sales representative enrolled ******************************* via an in-person sales meeting. The enrollment was confirmed by a digitally signed sales agreement and third-party verification recording. The sales agreement was signed by an individual who identified herself as an authorized party to enroll the account. The customers account began service with Atlantic on 9/8/2022. At no point, after the enrollment did ******************** contact Atlantic Energy for any reason. On 12/13/2022 Atlantic received a cancelation request directly from the customers utility company. The customers account was canceled immediately upon request.
  
  Atlantic Energy received BBB- ******** on 12/15/2022. Upon receiving the BBB complaint Atlantic Energy attempted to contact ******************************* to inform her that her account was canceled upon request on 12/13/2022. Atlantic was unable to speak to the customer.  ********************** was attempting to inform the customer that her account was canceled immediately upon request and would be returned to her local utility company as of 1/9/2023. The customers account was placed on Atlantic's internal Do Not Contact List. The customer will be issued a courtesy refund check of $200. The customer was sent the smart home bundle that she was due to be sent on 1/1/2023. The package consists of 1 Smart Cam & 3 Smart LED light bulbs. Thank you and please feel free to contact me if you have any questions or require any information.
  
  

• Initial Complaint

  10/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Around November 2021, a sales represntative from Atlantic Energy came to my home offering their services. Their sales pitch was that by using Atlantic Energy as my electricity supplier I would save tons of money claiming that their rate was much lower than what my current provider PEPCO was charging me. Sounded like a great deal. However, I never saw a decrease on my bill. In fact, their charges were consistently close to 200% higher than what my previous provider PEPCO was billing me, making my monthly bill 4x higher than what I was already paying. In a span of 11 months I overpaid over $800 to this company compared to my previous energy provider. I was scammed because most of my bills were paid online from my account which I didn't pay attention. Being very frustrated and alarmed, on October 3, 2022 I called Atlantic Energy to cancel my account. While they were willing to cancel my account they claimed that they are charging market price and that they are legit company. They provided the reason for high bill was that I was consuming higher energy which quadrupled when I switched to them. For extremely suspicious reasons my KWH energy consumption quadrupled right after I switched to them. I highly doubt their energy reading. My gas price also skyrocketed. This is beyond my understanding! I haven't done or used anything I haven't used before. They said they provided energy efficient(allegedly) light bulbs which I never installed. I would like my money refunded because the utility company cheated my family!

  Business response

  10/11/2022

  On  12/1/2021, an Atlantic Energy sales representative enrolled *********************************** via an in-person sales meeting. The enrollment was confirmed by a signed sales agreement and third-party verification recording. The sales agreement was signed by an individual who identified himself as an authorized party to enroll the account. The customers account began service with Atlantic on 12/10/2021. More than a year later on 10/3/2022, ***********************************. called Atlantic Energy and requested the cancelation of his account. The customer was informed that he enrolled in a variable rate agreement with an intro rate of $0.119 p/kwh for the initial month of service. The customers account was canceled immediately upon request. Atlantic Energy received BBB- ******** on 10/4/2022. Upon receiving the BBB complaint Atlantic Energy attempted to contact *********************************** to inform him that his account was canceled upon request on 9/22/2022. Atlantic informed the customer that his account was canceled immediately and was returned to his local utility company as of 9/22/2022. ****************** was informed that his account was placed on Atlantic's internal Do Not Contact List. The customer will be issued a courtesy refund check of $100. Thank you and please feel free to contact me if you have any questions or require any information.
  
  

  Customer response

  10/12/2022

  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]

  The response given by Atlantic Energy is totally unacceptable. This is so sad!  I am glad I took action early!
  

   

   

   

   

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

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

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a person ,representing, are current, electric provider, and spoke to ,my elderly father,which is 85 years,old,they told my father,that his bill would, be cheaper, and they talked so fast ,he couldn't understand, he just thought, it was saving him money, Didn't catch the mistake, until he asked, Me to help him,called are regular supplier,about the his bill being so high.what I discovered, was my dad,**** has increased, 3x higher, and has been going on since January ******* and it is now sept.22.2022,over 3,000$ overcharged, How can this go on,stealing from our parents,grandparents, that are financially challenged. It is a deployable.

  Business response

  09/27/2022

  On 1/7/2021, an Atlantic Energy sales representative enrolled ******************************* via an in-person sales meeting. The enrollment was confirmed by a signed sales agreement and third-party verification recording. The sales agreement was signed by an individual who identified himself as an authorized party to enroll the account. The customers account began service with Atlantic on 1/13/2021. More than a year later on 9/22/2022, *********************************** called Atlantic Energy and requested the cancelation of his fathers account. The customer stated that his father was elderly and didn't know what he was signing. The customers account was canceled immediately upon request.
  
  Atlantic Energy received BBB- ******** on 9/23/2022. Upon receiving the BBB complaint Atlantic Energy attempted to contact **********************************, to inform him that his fathers account was canceled upon request on 9/22/2022. Atlantic informed the customer that his account was canceled immediately and was returned to his local utility company as of 9/22/2022. **************** was informed that his fathers account was placed on Atlantic's internal Do Not Contact List. The customer will be issued a courtesy refund check. The customer is satisfied with **********************'s resolution. Thank you and please feel free to contact me if you have any questions or require any information.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Around New Years Day 2022, a sales rep and her supervisor came to my home offering their services. Their sales pitch was that by using Atlantic Energy ** as my electricity supplier Id save tons of money claiming that their rate was much lower than what my current provider (******** ***** **) was charging me (they assured me this by comparing my current bill statement to something they had on their iPad). Sounded like a great deal. However, I never saw a decrease on my bill. In fact, their charges were consistently close to 200% higher than what ******** was billing me, making my monthly bill 3x higher than what I was already paying. In a span of 7 months I was billed $1355 while ******** billed $737. I was hesitant to call and cancel at first since I kept reading about a high cancellation fee; however, when I started receiving shut off notices from ******** I had to call Atlantic Energy. While they were willing to cancel my account (**nfirmation # ********), they claimed that #1 they are not able to promise a lower rate (which their sales person and supervisor did promise), and #2 that while they will notify ******** of the cancelation, it may take 1 to 2 billing cycles for it to take effect. That would likely put me at over $1500. No attempt to offer a refund was made by the person on the phone. Id like my money refunded since they didnt keep their end of the deal (a lower rate).

  Business response

  09/06/2022

  On  12/4/2021, an Atlantic Energy sales representative enrolled *** *********************** via an in-person sales meeting. The enrollment was confirmed by a digital sales agreement. The sales agreement was signed by an individual who identified himself as an authorized party to enroll the account. The customers account began service with Atlantic on 12/10/2021. Several months later on 8/26/2022, **************** called Atlantic Energy and requested the cancelation of his account. The account was canceled immediately upon request.
  
  Atlantic Energy received BBB- ******** on 8/29/2022. Upon receiving the BBB complaint Atlantic Energy attempted to contact *********************** to inform him that his account was canceled upon request on 8/26/2022. Atlantic was attempting to inform the customer that his account was canceled immediately and was returned to his local utility company as of 8/31/2022. **************** was to be informed that his account was placed on Atlantic's internal Do Not Contact List. Thank you and please feel free to contact me if you have any questions or require any information.
  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/27/22, someone from Atlantic Energy came to my house. I was promised lower rates on my electric bill, and I had no idea that I was signing a contract that would make my bills much higher. The contract gave very little information, and I felt manipulated into signing it. I want my account to be cancelled immediately with no cancellation fee, and I want to be refunded the difference as my bill has more than doubled. This company is lying to people.

  Business response

  08/18/2022

  On 6/27/2022, Atlantic Energy enrolled for the electricity supply service.  The enrollment was authorized by *********************. This sale was conducted via an in-person sales meeting. The enrollment was confirmed by a third-party verification recording. The third-party verification recording was performed by an individual who identified herself as an authorized party to enroll the account. The customers account began service with Atlantic on 6/27/2022. On 8/15/2022, ************ called Atlantic Energy and requested the cancelation of her account. The account was canceled immediately. Atlantic Energy received BBB- ******** on 8/15/2022. Upon receiving the BBB complaint Atlantic Energy attempted to contact ********************* to inform her that her account was already canceled via the utility company. The customer confirmed she requested the cancellation. ************ was informed that her account was placed on Atlantic's internal Do Not Contact List. The customer was also informed that she would be refunded the difference in supply cost as compared to her local utility companys rate. The customer was satisfied with *********************** resolution and response. Thank you and please feel free to contact me if you have any questions or require any information.
  
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 23, Atlantic Energy knocked on my door and informed me that the ************** is switching over to Atlantic Energy and that all we had to do is sign up to receive their services. The business committed to providing us energy and committed to lowering our energy ****. However, this is not the case. The energy **** increases significantly. I called back to let ****** (The Atlantic sales rep) know that I wanted to cancel my service. He handed his phone over to the manager who was extremely unprofessional and rude, and hung up on me after I informed him, I wanted to cancel. Prior to hanging up, he yelled for about 45 seconds.

  Business response

  06/28/2022

  On 6/23/2022, Atlantic Energy attempted to enroll account number *********** for the electricity supply service.  The enrollment was authorized by ***********************, address of *************************************************************************. This sale was conducted via an in-person sales meeting. The enrollment was confirmed by a signed sales agreement. The sales contract was signed by an individual who identified herself as an authorized party to enroll the account. Shortly after the in-person sales meeting, ************** Hughes  called Atlantic Energys **************** line requesting the cancelation of the enrollment. *************************** stated she changed her mind and no longer wanted to enroll with Atlantic Energy. The enrollment was canceled prior to being submitted.
  
  Atlantic Energy received BBB- ******** on 6/24/2022. Upon receiving the BBB complaint Atlantic Energy attempted to contact *********************** to inform her that her account would not be submitted for enrollment and she would not experience any interruption of service with her utility company. Thank you and please feel free to contact me if you have any questions.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since September 2021 I ******************* & a representative of Atlantic Energy agreed to a energy price of **** cent per KH fixed rate due the fact that I wanted to cancel services with the company because the current rate was too high. September usage **** comes with correct rate. Starting December 2021 the company has been up charging me from **** to **** without my knowledge. We agreed on a fixed rate and they changed without contacting me in any way. In total they have up charged $544.25 and refuse to correct anything. I would like my money back from their unethical business practices. It seems to be something off due to the fact that competing companies rates are as low as .07 and they are tripling the prices.

  Business response

  04/27/2022

  ************** contacted Atlantic Energy on 9/21/202 to inquire about her rate. The customer offered a fixed rate for the remainder of her agreement with Atlantic Energy. Unfortunately Atlantics rate changed due to the customers terms being up and the customers rates changed to a variable rate because of this.  Atlantic attempted to contact the customer immediately upon receiving the ******************** complaint but was unable to reach her. Atlantic will refund the customer the difference in supply cost as compared to the utilitys rates for the five billing periods in question, as a courtesy. Thank you and please feel free to contact me if you have any questions or require any information.
  
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A man came to my door today stating he was representing my electric company ******** *****. He informed me that he was in the area because people in our area might be getting charged an older charge on our bills. He asked to see my electric ****. I showed him on my phone and he explained that a certain charge wasn't supposed to be on there, and all I needed to do was sign a form agreeing to removing the charge. I ended the conversation there and went back inside. A few minutes later I get a text with a link. On the link it had all sorts of agreements to agree to, and then a signature request box at the bottom. I closed out of it, and then got another text a few minutes later explaining that my agreement has been signed and my new policy documents are available. I looked at the documents and apparently my electric supplier was switched to Atlantic Energy LLC. This is not something I agreed to. I also found out its a 12 month contract - Yet another thing I never agreed too, nor signed for. I contacted the company and they informed me they couldn't do anything, and that the contract was final.

  Business response

  04/14/2022

  On  3/31/2022, an Atlantic Energy sales representative began an enrollment with *********************************** via an in-person sales meeting. The enrollment was confirmed by a digital sales verification that was completed by the customer without the involvement of the agent. A copy of the digital sales verification is attached. The enrollment was authorized by an individual who identified themselves as an authorized party, and it clearly stated that the customer would be enrolling with ******************** for their energy supply. The digital sales agreement states that Atlantic is not the customers electric utility but instead is a competitive retail electricity supplier. The same day, 3/31/2022, before the account could be enrolled, the customer contacted *********************** **************** line to cancel his enrollment.  The enrolment was canceled immediately, prior to being submitted to the utility company. The customer was informed that the enrollment was being canceled and that the account would not see any change in service provider or interruption of service. In summary, the enrollment was canceled upon request of the customer on 3/31/2022. The customers account has been placed on Atlantics internal DNC list. The customer has not and will not receive any service from Atlantic,  and the customers account will not see any interruption of service.

*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. ↩