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Complaint Details
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Initial Complaint
08/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was approached by a representative from Inspire Energy Holdings while shopping in ***. I was told I could switch to their company for my electricity supplier, and for the first 3 months my electricity charge would be 39.99. I was told I could cancel any time. I signed up at the beginning of June 2023. At the end of June I received my bill from **********. I noticed that my energy supplier was Inspire, and that the charges were much higher than normal for me. I called Inspire Energy to ask about my account. I was told by their representative that they could not find an account in my name, and that I did not have an account with them. I was relieved. I then received a bill for significantly higher costs in July, about $250 dollars more than my bill at this time last year. I immediately switched my supplier to another provider for 15 cents/kW hour. This is instead of the .2499 cents/kW hour Inspire charged me. I just got my bill after turning off my central air for a month, and it is again significantly higher, at .2499 cents/kW hour. What happened to the 39.99/month for the first 3 months? I feel like I was totally scammed and I am a single mother with 3 kids just trying to make ends meet. I want the balance of the amount over the 39.99/month for last two months and I want immediate termination of my agreement with the supplier.
Business response
09/12/2023
Thank you for contacting Inspire regarding a complaint filed with the Better Business Bureau by ***********************. Inspire received this complaint on September 7th 2023, and the following outlines our research and resolution.
On June 1st 2023, ************ enrolled the account with Inspire at a local ***. **. ***** personal information was provided and a third-party verification was completed, confirming the decision to enroll. Following enrollment, Terms of Service were emailed to the email provided.
Upon receiving this complaint, a Member Experience Representative attempted to contact ************ on three separate occasions with no return call. Should they wish to return our contact attempts, we would be happy to discuss their concerns.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.fInitial Complaint
08/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Since February 2023---ttl $828.37 getting charged from an outside utility company that i did not authorize. Bill needs to be adjusted with national grid from Inspire for the $499.80 from this month but inspire stated that they will not adjust but refund me $320, which I have not received.Business response
08/30/2023
We have been working with ********************** on this issue. I believe this BBB report was delayed to our team. The complaint was submitted 8/17/23 and the check arrived and was deposited 8/21/23. Considering this issue resolved.Initial Complaint
08/11/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Hi I was told I was locked in 129.99 until 10/2023 . I was confirming my cancellation in October and they informed my rate has Ben over 400 dollarsBusiness response
08/21/2023
On September 12, 2023, **. ********* account was enrolled at their local ***. ******************** provided their personal information and completed a third-party verification, confirming the decision to enroll.
During research of this complaint, we were able to identify an operational error leading to the issue mentioned by ********************. A representative on the Member Experience team spoke with ******************** and offered a refund to resolve the concerns. This was accepted.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.
Initial Complaint
08/09/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Inspire Energy Holdings enrolled me into their energy supply program without my consent. According to their representative on the phone somebody agreed to enroll in person with somebody that knocked on the door in the month of April, 2023, which is not true, the representative provided a name totally unfamiliar (as the enroller) and a phone number used as our contact to enroll totally unknown to our household *************), I have no idea who that number belongs to. They are saying we agreed to enroll and have them as our energy supplier and we just found out this week while taking a closer look to our ********* bill which is extraordinarily higher than usual. Somebody working for this company somehow used our information to get us enrolled without our consent. This company offered a $30 refund for the inconvenience but I feel we should not be responsible for this $141.85 (minus the $30, if they actually give it back) we are being charged for, or the bills since April when they had us enrolled for.Business response
08/24/2023
Thank you for contacting Inspire regarding a complaint filed with the Better Business Bureau by ***************************. Inspire received this complaint on August 18th 2023, and the following outlines our research and resolution.
On April 10th 2023, **************** enrolled the account with Inspire at her home. **************’s personal information was provided and a third-party verification was completed, confirming the decision to enroll. Following enrollment, Terms of Service were emailed to the email provided.
Upon receiving this complaint, a Member Experience representative spoke with **************** and offered a refund to resolve their concerns which they accepted.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.
Initial Complaint
08/09/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I was approached while shopping in March of 2021 and offered a $50 **** gift card to sign up with Inspire. Before switching I asked important questions. For Example. " How many cents per kWh would I be paying and how did that compare to their competitors. I was assured by the representative that the fixed flat rate plan of 334.99 a month was the best and cheapest. So I believed her and her false paperwork she showed as "proof". I found out only too late that it was all lies. That the average family using 973 kWh a month average would only pay about 124.00 a month. Even though I was angry I was happy I had only signed a 12 month contract to end March of 2022.Imagine my shock when I was advised just a month ago that this company has been charging me for an additional year. The representative at the company first tried to lie and tell me I approved the renewal they sent. I said she was lying because I never signed consent or gave verbal consent to an additional year. She then says that they sent the renewal out and even if they do not hear from the customer they will continue charging the account. I told her that they did not send one in the mail because I never received it. She then says it was sent to my email on file. I then informed her that I no longer use that email which her company would have known if they had gone about things the correct way. She only wanted to argue and I told her I'm disputing the account and I want my money back, that to me, was taken illegally and without my consent. She said she could only have a supervisor call in one to two days. I cannot believe how this company has treated a mother of four, living in a trailer, and going through a pandemic. At one point our electric was turned off and my family suffered greatly. This is appalling. The fact that they have taken all this money from me as their "customer" but are making me wait two days for a phone call is all the proof I need about this companies horrid business practices.Business response
08/24/2023
Thank you for contacting Inspire regarding a complaint filed with the Better Business Bureau by ****************. Inspire received this complaint on August 21st 2023, and the following outlines our research and resolution.
On March 7th 2021, ************ enrolled the account with Inspire at a local ***. **. ****** personal information was provided and a third-party verification was completed, confirming the decision to enroll. Following enrollment, Terms of Service were emailed to the email provided.
Upon receiving this complaint, a Member Experience Representative attempted to contact **. ***** on three separate occasions with no return call. Should they wish to return our contact attempts, we would be happy to discuss their concerns.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.
Initial Complaint
08/09/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I signed up for inspire with a rep at a mall. He said I would receive a gift card whether I decided to sign up or not, to just listen to his pitch. I listened, signed up, and was told I would receive my $10 gift card in my email. It never came. I contacted inspire support and was told that the application was rejected by my energy company because my policy number was wrong. But the sales rep typed in the number directly from my energy companys app. But what difference does that make, I still gave them my info and listened to the pitch. I should have received the gift card whether i got approved or not. Shady marketing.Business response
08/24/2023
Thank you for contacting Inspire regarding a complaint filed with the Better Business Bureau by *****************************. Inspire received this complaint on August 18th 2023, and the following outlines our research and resolution.
On July 21st 2023, **************** enrolled the account with Inspire at a local mall. The enrollment was rejected by her utility, ****. Inspire attempted to resolve this with the utility but was unable to. The gift card referenced in the complaint arrives after successful enrollments go active for 2 months so **************** did not receive it.
Upon receiving this complaint, a Member Experience Representative attempted to contact **************** on three separate occasions with no return call. Should they wish to return our contact attempts, we would be happy to discuss their concerns.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.
Initial Complaint
08/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was at our Local ***** ***** when I was approached byxx CD a gentleman about who my energy carrier was. He then proceeded to do his whole talk on how he could save me money on my energy bill. Over the past few months I started noticing an increase and upon looking at my current bill, it has now doubled. Needless to say I have been scammed out of my money. I am going to cancel my contract!!!!!! I got z fooled!!!! Dont fall for it like I did!!!!Business response
08/18/2023
Thank you for contacting Inspire regarding a complaint filed with the Better Business Bureau by ***************************. Inspire received this complaint on August 16th, 2023, and the following outlines our research and resolution.
On January 11th, 2023, ******************** enrolled their account with Inspire while at their local ***. ******************** provided their personal information and completed a third-party verification, confirming the decision to enroll. Following enrollment, Terms of Service were mailed to the service address.
Upon receiving this complaint, a Member Experience Representative attempted to contact ******************** on multiple occasions but were unable to set up a phone call. We have canceled the account and ******** confirmed the account will return to their supply services on August 21st 2023. We've lowered their rate to match ********* as the account finishes out service. Should the member wish to return our contact attempts, we would be happy to discuss any other concerns.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.
Initial Complaint
08/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Through my ******** **** bill, I learned this company switched my energy provider without my consent. They do not (and never did) have authorization to do this. I have never even heard of this company, never gave them my account or address information and somehow they are allowed to make changes to my utilities?! Our system is broken if a third party can make a change that only benefits them, without the consent of the end party who is responsible for paying the bill.Business response
08/21/2023
Thank you for contacting Inspire regarding a complaint filed with the Better Business Bureau by ***********************. Inspire received this complaint on August 16th 2023, and the following outlines our research and resolution
On June 30th 2023, ****************** account was enrolled with Inspire at a ******* ****** in Cape Cod. During the enrollment, ****************** personal information was provided and a third-party verification was completed, confirming the decision to enroll.
Upon receiving this complaint, a Member Experience Representative attempted to contact **************** on three separate occasions with no return call. We have proactively sent a refund to **************** based on our investigation and the concerns listed in the complaint. Should they wish to return our contact attempts, we would be happy to discuss their concerns.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.
Initial Complaint
08/04/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
My husband was approached by a representative from Inspire Energy while he was shopping at *** back in January, 2023. The company's rep said that if he signed up with Inspire Energy as a supplemental energy provider, that he would get a $50 gift card, one month free of energy fees and most importantly, guaranteed lower rates moving forward. None of those promises were made good. He was completely mislead and downright scammed! Also, I wasn't aware he had signed on, it slipped his mind. Since late February/March timeframe, I noticed our energy bills were getting a lot higher. Then May, June and July bills skyrocketed to over $1100 a month and current bill says I now owe almost $3K. I absolutely panicked and called ******** ****. I thought something must be wrong with my meter. How could a single, basic sized house just under 2200sf generate an electric bill to the size of a mortgage payment?? The ******** **** representative then told me that Inspire Energy was attached to my account and their charges were outrageously high, more than doubling our bill. From March through July Inspire Energy charges $765 a month (charge never fluctuated mind you). I immediately then called Inspire Energy and told the representative there that my husband signed on under false pretenses, he was completely mislead and that he never received any of the benefits promised. In fact, to my horror, our bills tripled and that my husband was completely scammed. I believe the representative's name was ****** phone number ###-###-####. I told her I wanted to cancel the contract immediately and the energy fees for $765 reimbursed for the months I paid for March, April and May and cleared of the amount owed for June and July's bills of $765 each month. She agreed to cancel the contract but not surprisingly with all scammers, refuses to reimburse the fees. Please help us BBB to get our money back and cleared of fees owed. We feel victimized and helpless and now desperate for help.Business response
08/16/2023
Thank you for contacting Inspire regarding a complaint filed with the Better Business Bureau by ************************** Inspire received this complaint on August 15th 2023 and the following outlines our research and resolution.
On November 11th 2022, a **. ********************* enrolled their account with Inspire while at their local **s. They provided their personal information and completed a third-party verification, confirming the decision to enroll. Following enrollment, Terms of Service were emailed to the email address provided.
Prior to receiving this complaint, our Member experience team spoke with ************** and offered a refund to resolve their concerns which they accepted.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.Initial Complaint
08/04/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Around June 20th, I went to the ******************** in Danvers MA for the first time. In the aisle where they were selling suitcases, I was ambushed by an Inspire sales rep trying to strike conversation and push a sale. I am not good at confrontation so I stood there while she spoke, clearly uncomfortable. I gave her all of my information so she could "research my bill" with ******** **** to see if they could save me money. From what I remember, she told me that my bill would be going up in July (it actually wouldn't have from what I have been reading now) and told me that if I switched to Inspire, I would be saving money and paying less for my bill as well as that I would get an AMEX gift card. So I agreed to switch, because who wouldn't want to save money on their electric bill? After I signed up, was I then told that the gift card would come in the mail 6-8 weeks later, and that I would NOT actually get it right away. Very deceptive. Well, yesterday I received my ******** **** bill and it was $40 MORE than what I was paying before. My bill is $110 now. I looked into my bill and they were charging 17.99 per kWh. I had 11.31 before. So the representative completely lied to me and this feels like a scam. I went to cancel and the online customer service even said that the rep should not have done that. They tried to offer me a lower price of 15-something cents kWh if I didn't cancel. I said if they did not match what I was paying before, then I would contact the BBB to report this scam/fraudulent/deceptive behavior. They then cancelled my service with them. I submitted a request to start electric supply service with somewhere else, but I am absolutely disgusted and appalled. I had cancelled my BJs membership partially because of being ambushed in the store by Inspire. For resolution, I want my electric bill total paid for and I would like for these people to never be allowed in stores again to sell their scam to people while following them and ambushing them to speakBusiness response
08/08/2023
Thank you for contacting Inspire regarding a complaint filed with the Better Business Bureau by *************************. Inspire received this complaint on August 4th, 2023, and the following outlines our research and resolution.
On June 18th, 2023, ************** enrolled their account with Inspire while at their local ***. ************** provided their personal information and completed a third-party verification, confirming the decision to enroll. Following enrollment, Terms of Service were emailed to the account provided.
Upon receiving this update, a Manager on the Member experience team spoke with ************** and offered a refund to resolve their concerns which they accepted.
At Inspire, we strive to empower our customers to make a rewarding and informed decision to support cleaner sources of energy. Please let me know if you need any additional information regarding this complaint. We consider the matter closed.Customer response
08/09/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*************************
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Get a QuoteCustomer Complaints Summary
259 total complaints in the last 3 years.
55 complaints closed in the last 12 months.