Complaints

• Initial Complaint

  02/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Apparently I was subscribed to them without my knowledge (I had my two hip surgeries one in march and one in july last year and was on medications) They had called and called despite me saying i was unable to make a decision at that time and would need to talk to my husband. However next thing i know i get no bills for months from nyseg and go to fix that. . . they say its the solar farm. . . i signed up for no solar farm to my knowlegde and recieved absolutely NO Information From them. . . not ever. no phone numbers, no account numbers and my billing was auto pay but the missing months messed stuff up. I have been round and round with ***** trying to even find out who the heck i was supposedly signed up with and we finally got down to this phone number for the company. . . no one returns the calls or answers the phone. I am a 100% disabled veteran, i can not have two bills a month on a fixed income, this has caused increased stress and health issues from all the worrying while spending almost a year now trying to end this so i can have normal bills again. Again i dont remember signing up with them and recieved no information from them about any account in the mail so had no way to contact or find out who was even billing me any sooner or I would have. Please help me resolve this issue with them. All I want is for this business to cancel my account so I can get normal monthly bills again. Thank you in advance for your help.

  Business response

  02/17/2023

   

  My attachment includes a recorded verification that shows that *************************** did enroll in the program.

  The table in the attachment shows that ****************** did save money in the program.

  She has requested to be removed and we have initiated a process to remove her from the program.
  

  Thank you,

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

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

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

• Initial Complaint

  10/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Trying to reach this business with no answer. Charged me a fee without my knowledge. Want a response ASAP.

  Business response

  11/09/2022

  Below is Icon Energy LLC d/b/a Source Power Companys (Source), response to ********************************* (Customer)complaint, ID # ********.
   
  Source reached out to Customer on October 31, 2022 to discuss the issues raised. On the call, Customer requested to cancel her account with Source.Source processed the request immediately, and dropped the Customers account on October 31, 2022.
  
  At this juncture, Source considers this matter closed.
  
  Should you need any additional information,please do not hesitate to reach out.

  Customer response

  11/10/2022

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

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We got solar panels and it did not decrease my electric bill at all.but they kept billing us. We told them that the panels were useless. We paid the $2511.04 and, We told the company we did not want the service anymore on 4/23/22. They have continued to bill us. I am dictating this letter to my companion since I can no longer do it. I am 85 years old Please help me stop them from this continued billing. Thank you. ************************* (***************).

  Business response

  08/22/2022

  
  Below is Icon Energy LLC d/b/a Source Power Companys (Source) response to ************** ******** complaint, ID # ********.
  
  Source reviewed its records, and ****************** is not a current or former customer of **********************. Additionally,  Source does not do business in **********, nor install solar panels.
  At this juncture, Source considers this matter closed.Should you need any additional information, please do not hesitate to reach out.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have contacted icon energy dba source power company to cancel my service. I contacted them at the end of April to cancel my contract, several days before the billing close date as stated in the agreement. However the following month I was again billed on Icon energy supply. I called back to again cancel my agreement and was assured it had been cancelled. The next month I get a **** from my utility company and Icon is still on my account as the supplier. I cancelled in April, but still being billed in June!

  Business response

  06/08/2022

  Below is Icon Energy LLC d/b/a Source Power Companys (Source), response to ********************************* (Customer)complaint, ID #********.
   
  ********* electric account was enrolled with Source on February 3, 2021,de-enrolled on April 26, 2022 and dropped back to the utility on May 27, 2022. When the Customer called on April 26, 2022 to de-enroll his account, and again on May 6, 2022 to check on the status of his account, Source informed him that it would take one to two billing cycles for the account to drop back to the utility. Customer seemed satisfied with the response at the time. ********* account has been confirmed by the utility to be dropped from Source on May 27,2022 and the following June invoice is the last time Source will appear as the ********* supplier.
  
  At this juncture, Source considers this matter closed.
  
  Should you need any additional information,please do not hesitate to reach out.

  Customer response

  06/11/2022

  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

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Source Power Co's customer service and sales departments use lies and deceit to get new customers to sign up for their residential electricity supply's ******************* Plan." I fell victim to their deception. At sign up, they promised that my monthly energy supply **** would always be less than what my electricity deliver's supply would cost. I believed the lie and used Source Power as my supplier for 4 months. The 1st month's and 4th month's supply chargers from Source Power were double what they promised me, and Source Power's 3rd month supply charge was triple what they promised it would be. In total, I overpaid Source Power nearly $200 for the 4 months that I was their customer. When I called *********************************************'s customer service to complain about their overcharges, I always spoke to *******. He repeatedly lied to me, refused to transfer me to his manager, and frequently put me on hold while I was speaking to him (in the middle of my sentences). I had to go around him to get anywhere with this corrupt company. Source Power Company is corrupt, and should not be allowed to operate in any state, let alone ********.

  Business response

  04/27/2022

  Below is Icon Energy LLC d/b/a Source Power Companys (Source), response to ******************** Bradshaws (Customer)complaint, ID #********.
   
  ********* electric account was enrolled with Sources guaranteed savings product. After receiving the complaint, Source immediately called the Customer on March 31, 2022 to discuss the ********* concerns. Source was unable to reach the Customer and left a voicemail. On the voicemail, Source explained that although he may not initially receive monthly savings on his bills, per his contract, by the end of the initial twelve-month service period with Source, through participation in the guaranteed savings program, his total cost of supply for the billed period would be less than if he had purchased electricity supply from his local utility.
  Source re-rated the Customer to the utility rate for the full billed period of October 18, 2021 through February 15, 2022 and mailed the check directly the Customer on March 10, 2022. At this juncture, Source considers this matter closed.
  
  Should you need any additional information,please do not hesitate to reach out.

  Customer response

  04/27/2022

  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]

   When Source Power called me on March 29, 2022, ***************************** (from Source Power) simply asked me to return the call so that we could discuss the matter further.  I called **** back on April 7, 2022 and left a voicemail for **** to call me back.  He has yet to respond.  I have saved his voicemail and and will provide it to you upon request.  *************** 29 voicemail to me, he did not state the following:

  "although he (I) may not initially receive monthly savings on his bills, per his (my) contract, by the end of the initial twelve-month service period with Source, through participation in the guaranteed savings program, his (my) total cost of supply for the billed period would be less than if he had purchased electricity supply from his local utility."  

  I am still waiting for *****************************, from Source Power, to return my call.

  Sincerely,

  ******** ******** 

   

   

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

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

  Business response

  05/11/2022

  Below is Icon Energy LLC d/b/a Source Power Companys (Source), response to ******************** ********* (Customer) April 27, 2022 correspondence, ID #********.
  
  After receiving the Customers initial complaint,Source immediately called the Customer on March 31, 2022 to discuss the Customers concerns, but was unable to reach the Customer and left a voicemail. As ********************** was unable to connect with the Customer, as a courtesy, ********************** performed an early reconciliation of the Customers account and mailed a check to the Customer on March 10, 2022. The Customer cashed the check on March 17, 2022.
  Source continued to reach out to the Customer to discuss the concerns raised in the complaint and called the Customer twice on April 27, 2022. ********************** was unable to reach the customer via phone, and therefore emailed the Customer the same day and explained that the Customers guaranteed savings contract with Source provides that Customer will realize savings over a twelve-month service term. While the Customer may not realize savings within any given month, the total cost of electric supply for the contract term of twelve-months will be less than if the Customer had purchased electric supply from his local utility. If at the end of the twelve-month service term the Customer paid more to ********************** for electricity supply than the Customer would have paid the local utility, Source will issue the Customer an additional credit to account for the difference.
  Source called the Customer again on May ****** and left a voicemail. On the voicemail, Source reiterated the message conveyed in the email, and again explained the savings guarantee.  
  
  At this juncture, Source has answered all questions and addressed all concerns. Should you need any additional information,please do not hesitate to reach out.
  

*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. ↩