Complaints

This profile includes complaints for New Power Texas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  New Power Texas

  909 Fannin St Ste 3500 Houston, TX 77010-1034

• 

  New Power Texas

  PO Box 734377 Dallas, TX 75373-4377

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:09/09/2024

  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.

  New power texas has been overcharging me for months and my bill will be 1100 one week and 2500 another week! They threaten me with disconnect when I tell them I don't have that much and when I set up a payment arrangement they have tried and failed to withdraw way more money than agreed out of my account.

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  BBB Dispute Resolution Team
  *****************************
  ******************************* 77027
  
  Customers Name: ****** *****
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  
  New Power Texas (NPT) received complaint #******** from customer ****** ***** on September 9, 2024. Our records indicate that Ms. ***** completed an enrollment with New Power Texas on June 22, 2022, over the phone along with a third-party vendor. During the enrollment, Ms. ***** provided her consent that she understood and agreed to the terms of service, including our deferred payment plan policies.
  
  On April 25, 2024, Ms. ***** contacted New Power Texas because her services were disconnected. She wanted to set up a deferred payment plan (***) but could only make a down payment of $200. New Power Texas accepted this down payment and arranged a *** with five installments of $381.75 each. On May 16, 2024, NPT emailed and mailed Ms. ***** her next invoice for $740.94, which included the first *** installment of $381.75, due by June 3, 2024. Ms. ***** made a payment of $72 on June 3, 2024,and a second payment of $400 on June 5, 2024. However, Ms. ***** did not satisfy her total balance due of $740.94 by June 3, 2024. Therefore, the deferred payment plan was cancelled due to non-payment and as per the terms of the *** agreement. If, at any time after execution of this Deferred Payment Agreement, you fail to make the payments as set forth herein by close of business on the date due as set forth herein, then shall have the right to request disconnection of your electric service in accordance with this Deferred Payment Agreement and your electricity supply agreement with. In such instance,you will be notified in writing at least ten (10) calendar days before your electric service is disconnected.
  
  Thereafter, Ms. ***** received her next invoice on June 17, 2024, for $2,064.83, due by July 3, 2024.Additionally, NPT emailed and mailed Ms. ***** a disconnection notice on July 2, 2024, for the past due balance of $1,651.88. Ms. ***** then processed a payment of $400 on July 3, 2024. She contacted *** to request another *** to avoid disconnection. As a one-time courtesy, *** granted Ms. ***** another deferred payment plan on July 11, 2024. However, she was informed that she would not be able to set up another *** if she defaulted again. The *** terms required her to pay the installment amount and the new invoiced amount. New Power Texas generated Ms. ***** next invoice for $746.85, including the first *** installment of $332.36, on July 16, 2024. Due to Ms. ***** auto pay failing and no other payment being remitted to New Power Texas by August ******, her second *** also defaulted. Consequently, the total outstanding balance of $2,323.75 became due.
  New Power Texas refutes the allegation that we have attempted to auto-draft any amounts other than the balance due, which includes the current charges and *** installment amounts that Ms. ***** has agreed *****. ***** currently has an outstanding balance of $1,934.84 after the second defaulted ***. Once the balance is paid in full, Ms. ***** should not receive any further disconnection notices unless she becomes past due again.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at *************************************************************************. 
  
  Best regards,
  New Power Texas *********** Team
  
  
  

• Initial Complaint

  Date:04/13/2024

  Type:Customer Service 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 is claiming this payments for months prior, which they sent invoices confirming that the payments were received. Then when I go to resolve the issue with them, no one answers their service lines and or service emails now with no response.

  Business Response

  Date: 04/16/2024

  April 16, 2024
  
  BBB Dispute Resolution Team
  *****************************
  ******************************* 77027
  
  Customers Name: ***** **********
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  
  New Power Texas received complaint #******** from customer ***** ********** on April 13, 2024. Our records indicate that ************* completed an enrollment with New Power Texas on May 24, 2022, over the phone along with a third-party broker. During the enrollment, Mr. ********** provided his consent that he understood and agreed to the terms of service,including our payment policies.
  
  On April 9, 2024, Mr. ********** called New Power Texas to inquire why he received an invoice in the amount of $595.71 on April 8, 2024. New Power Texas confirmed that the payment made to us for his February 2024 invoice in the amount of $406.77, was returned due to insufficient funds. Additionally,Mr. *********** April invoice included a $30 insufficient funds fee. The call was accidentally disconnected, and New Power Texas attempted to reach back out to Mr. *********** However, Mr. ********** was unresponsive to our callback attempt. Mr. ********** emailed New Power Texas the same day to follow up regarding his latest invoice in the amount of $594.71. New Power emailed Mr. ********** back on April 10, 2024, informing him that the reason for the higher-than-usual invoice was due to his payment made on 2/21/24, in the amount of $406.77, being returned due to insufficient funds. New Power Texas has responded to Mr.*********** inquiries within the appropriate timeframes. New Power Texas refutes the allegation that Mr. *********** inquiries did not receive a response.
  
  New Power Texas called Mr. ********** on April 15, 2024, to follow up on his concerns. Mr. ********** disconnected the call after a few seconds. New Power Texas made a second attempt to reach Mr. ********** on the same day. Mr. ********** answered but requested to speak with someone else who did not have an accent. Mr. ********** may call our customer service department where one of our agents will be happy to assist him with any further questions he may have regarding his account. Our phone number is *************** We are open from 8:00 a.m. to 7:00 p.m. Monday through Friday.
  
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at ************************************************************************** 
  
  Best regards,
  New Power Texas *********** Team
  
  
  
  
  

• Initial Complaint

  Date:04/25/2023

  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.

  December 2022. I signed up for electricity at a new house. New Power Texas started billing me for this house, AND another address that wasn't mine, that I did not sign up for. I have called multiple times and emailed and they have always said "it's fixed, it was their mistake, I don't owe the bills for this address they just put on my account by mistake". It's taken off of my online account, because the balance is zero when I log into my account. However, I received an email today from a collections company that is trying to get a payment from me for this New Power Texas, on an account that was not mine, for electricity at a house that was not mine, that I never signed up for. I told them I have emails documenting this, and I need this removed. I am trying to purchase a property and I absolutely cannot have anything to tarnish my excellent credit I have worked so hard for. I am at my wits end with with company, and the phone calls and emails never resolve anything. In fact, they say they can't look up the account if I don't provide the full address for the account in question. I told them I have no idea what the full address is, because it's not my address, I've never lived there, and I did not sign up for it. New Power Texas just started billing me for some random address, and they can't fix it, and now they are turning me into collections, which will damage my credit.

  Business Response

  Date: 05/05/2023

  Dear Shanda Brown
  Thank you for your letter.
  We write to acknowledge receipt of your complaint and to let you know that we are currently investigating your concerns.
  
  
  Best regards,
  New Power Texas Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380

• Initial Complaint

  Date:02/23/2023

  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 service with New Power Texas in June 2022 via an agent website by the name of **** ****** ****, whom New Power Texas pays for marketing their services.  I documented the plan details, which were spelled out in the state required EFL. My service with New Power Texas commenced on July 1, 2022.  Upon receipt of the first billing in August of 2022, I noted an incorrect rate charged.  I notified them immediately via email.  Multiple emails as well as written letters were sent addressing this problem.  Unfortunately, their communication was horrendous, often taking weeks to reply and in other cases never replying.
  
  In their eventual replies, they insisted that I had signed up for a ‘different’ plan, despite my repeated provision of the **** ****** **** sign up and associated EFL which clear spelled out the my agreed rate. During email exchanges in September, they even offered to put me on the correct plan, but never did.  One document attached is an EFL as of 9-23-3022 that shows they continued to offer that same rate plan some 90+ days later, but yet continually failed to put me on that plan.
  
  I repeatedly indicated in communication that I was prepared to evoke their “90-day guarantee” if they failed to place me on the correct plan and adjust my account to reflect the correct rate.  Throughout the course of service, I recomputed each bill based upon the correct rate and paid that amount in full each month.
  I patiently waited their response and a remedy that was never forthcoming.  I even filed a complaint with the PUC hoping that might motivate them to correct their errors.
  
  In a nutshell it comes down to a disagreement as to in which plan I had enrolled.  The focus of their efforts seemed not to arrive at a satisfactory resolution, but to try to gather evidence that supports their position rather than to keep me as a customer.
  
  Their complete lack of customer service, absolutely atrocious communication skills, a demonstrated contempt for the customer and an unwillingness to actually resolve this issue forced me to terminate my service with New Power Texas.  In early November I signed up for a replacement provider as soon as the switch can be accomplished.
  
  I have to date, paid all usage computed based upon the rate for which I signed up. I was not to be bullied into their “bait and switch” tactic an pay a higher rate, nor pay late fees or termination fees. I am notifying them and their collection provider to cease and desist immediately. 
  

  Business Response

  Date: 03/01/2023

  March 1, 2022
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Dwight ******
  Complaint ID #: ********
  Account Number: **********
  
  To Whom it may concern,
  
  New Power Texas received complaint # ******** from Dwight ****** on February 23, 2023. Mr. ****** completed an enrollment with New Power Texas on July 1, 2022, with a third-party broker. During the enrollment Mr. ****** verbally agreed to all the terms and conditions in his agreement including the pricing per kilowatt hour (kWh).
  
  On August 15, 2022, Mr. ****** emailed New Power Texas stating that he was billed incorrectly and that he would like us to make the adjustments based on the Electricity Fact Label (EFL) that he provided to us. New Power Texas informed Mr. ****** on August 29, 2022, that the bills he has received are accurate per the agreement and the EFL (attached) on his account that he enrolled in. After further investigation, New Power Texas determined that Mr. ****** may have received an initial quote with the EFL he provided to us. However, at the time of his application for enrollment on June 10, 2022, the plan that was selected had an energy charge of 20.5 cents per kWh for usages above 2000 kWhs plus $248 per month for 24 months.
  
  After the conclusion of the investigation into Mr. ****** concerns, a supervisor from New Power Texas made several attempts to reach out to Mr. ****** on September 24 and 26, 2022 but was unable to reach him. The supervisor did leave a detail voice message and email for Mr. ****** to inform him that his billing was not incorrect per the agreement he enrolled in. Even so, New Power Texas did offer Mr. ****** a plan change and to waive the late fees he was accessed. Mr. ****** was also informed that he would not be rebilled for the invoices he has already received but if he did agree to the plan change that the new rate would apply to all invoices moving forward.
  
  As of November 7, 2022, Mr. ******’ account with New Power Texas has been cancelled due to a switch to another retail electricity provider. Once the balance of $1,027.75, including the early termination fee of $125 is paid, Mr. ****** will be under no further obligation to New Power Texas.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected].
  
  Best regards,
  Power Next Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  Essentially what we have had since early on is a disagreement as to what rate plan I enrolled in.  Since the enrollment involved a third party broker, just one guess is that the online links were corrupt and did not sign me up for what appeared on the site in front of me.  I provided an actual printed copy of the selection screen, the displayed rate info, and the EFL that was attached to that page showing the same rate I maintain that I agreed to.  Contrary to their response, there was never any verbal agreement as I never spoke to anyone during the signup process.  

  As noted in the complaint, they failed to respond in a timely manner, and in some cases not at all to my inquiries, delaying any resolution.  When they did respond, as they did to this complaint, they made it clear that they had no interest in resolving the issue.  I am not going to 'beg' any company to do business with me.  I have had utility accounts in my own name since age 18, and never have I encountered such an argumentative unwillingness to correct errors to maintain my business.

  They offered a 90-day satisfaction guarantee, and I invoked it, plain and simple. 

  As what I can only describe as a token of spite, when I attempted to pay my October bill online, I was unable as they had locked out the payment capability of the account.  So I sent a letter with a check for monthly usage.  That check was not deposited until 12/27/2022.  The final billing was also sent via check with an accompanying letter.  To date that check (#1204) has not been deposited. (See Attachments)

  Finally, this past week I was contacted by a collection agency with whom they contracted regarding what they claim is a balance due.  It was necessary for me to forward letters to both New Power Texas and their representative Southwest Recovery Services ordering them to cease and desist with any and all collection activity.

  I maintain that I paid for all of for all of my usage from July 1 through November 7th 2022, based upon the rate to which I agreed.  All other amounts they claim are due are based upon erroneous rate calculations and additional fees that I maintain are not due and payable.  I have detailed calculations for each month that I will be happy to provide.  I would welcome a detailed line by line reconciliation from them based upon their claim.

  The details provided in my complaint as well as the additional information contained herein should clearly exemplify why New Power Texas maintains an "F Grade" from the BBB.

   

  
  
  
   

  
  

  Business Response

  Date: 06/05/2023

  New Power Texas received complaint # ******** from Dwight ****** on February 23, 2023. Mr. ****** completed an enrollment with New Power Texas on July 1, 2022, with a third-party broker. During the enrollment Mr. ****** verbally agreed to all the terms and conditions in his agreement including the pricing per kilowatt hour (kWh). On August 15, 2022, Mr. ****** emailed New Power Texas stating that he was billed incorrectly and that he would like us to make the adjustments based on the Electricity Fact Label (EFL) that he provided to us. New Power Texas informed Mr. ****** on August 29, 2022, that the bills he has received are accurate per the agreement and the EFL (attached) on his account that he enrolled in. After further investigation, New Power Texas determined that Mr. ****** may have received an initial quote with the EFL he provided to us. However, at the time of his application for enrollment on June 10, 2022, the plan that was selected had an energy charge of 20.5 cents per kWh for usages above 2000 kWhs plus $248 per month for 24 months. After the conclusion of the investigation into Mr. ****** concerns, a supervisor from New Power Texas made several attempts to reach out to Mr. ****** on September 24 and 26, 2022 but was unable to reach him. The supervisor did leave a detail voice message and email for Mr. ****** to inform him that his billing was not incorrect per the agreement he enrolled in. Even so, New Power Texas did offer Mr. ****** a plan change and to waive the late fees he was accessed. Mr. ****** was also informed that he would not be rebilled for the invoices he has already received but if he did agree to the plan change that the new rate would apply to all invoices moving forward. As of November 7, 2022, Mr. ******’ account with New Power Texas has been cancelled due to a switch to another retail electricity provider. Once the balance of $1,027.75, including the early termination fee of $125 is paid, Mr. ****** will be under no further obligation to New Power Texas. We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected].  

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  Unfortunately we are at the same place we were 9 months ago, with different positions of what the facts are, and different opinions as to their interpretation. New Power acknowledges that they offered to switch me, but in fact never did. If perhaps they had been more responsive, we might have at least come to a resolution that would have enabled me to remain their customer. Unfortunately their responsiveness in general, the meaningfulness of responses, and delays in responding left me no choice but to terminate service.  It is not a single incident that leads me to rate their customer service as terrible. It doesn’t matter what product or service one is selling, what is really being sold is customer service. Unfortunately they failed miserably at this as is evidenced buy their complete unwillingness to offer any resolution to this dispute. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 11/29/2023

  After further investigation, New Power Texas determined that as of November 7, 2022, Mr. ******’ account with New Power Texas has been cancelled due to a switch to another retail electricity provider. Once the balance of $1,027.75, including the early termination fee of $125 is paid, Mr. ****** will be under no further obligation to New Power Texas. We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected]. 
  

  Customer Answer

  Date: 12/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This goes back 15 months to the root issue of our disagreement.  I presented all the documentation that showed the details of the plan I selected.  Pulse/New Power refused to accept any responsibility for the sign up via a third party site, which apparently had a technology glitch which showed me signed up for a plan that was different that what I selected.  In spite of that, they offered to put me on the desired plan, but never would.  After a failure to come to a satisfactory resolution to the dispute, I terminated service with them and moved to another provider.  I tried diligently for more than 90 days to resolve the dispute so that I could remain a customer of theirs.  But they dug in their heels and stubbornly refused to 1) honor their 90-day satisfaction guarantee (which I invoked), and 2) failed to honor their offer to put put my service on the plan that I selected and that was still offered to all customers some 90+ days later.  If nothing else, my account was eligible for the 90-day satisfaction guarantee which should clear my account for any excess/disputed charges.  I paid in full for all energy used at the rate to which I agreed at the time of initial signup.  So I maintain that I owe them nothing, and that my account should reflect paid in full.
  
  
  
  
   
  

• Initial Complaint

  Date:02/15/2023

  Type:Product 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 called in wanting to be on the solar buy back program. Solar was new to me at the time. Rep stated that I needed to have it turned on first. It was turned on. The rep didn’t tell me the procedure needed to be done, contract wise, to be on the buy back program. So for the entire year, I thought I was on the plan since there was no further information. The client doesn’t have all the required rules, so we/I depend on the company for guidance. Since it wasn’t provided, I think that I should be credited for the plan I originally requested to be on. This feels like a bait and switch without the switch occurring. I would have definitely chosen a different plan or stayed where I was.

  Business Response

  Date: 02/24/2023

  February 24, 2022
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Che ******
  Complaint ID #: ********
  Account Number: **********
  
  
  To Whom it may concern,
  
  New Power Texas received complaint #******** from Che ****** on February 15, 2022. Mr. ****** completed an enrollment with New Power Texas on March 15, 2022, over the phone. During the enrollment Mr. ****** verbally agreed to all the terms and conditions in his agreement including the process to switch his plan.
  
  On January 27, 2023, Mr. ****** contacted New Power Texas to inquire about his solar buy back plan. New Power Texas informed Mr. ****** that he is on a fixed rate plan (attached Electricity facts label) and not a solar buy back plan. Mr. ****** insisted that we review his enrollment call because he did request to enroll into a solar buyback plan. Once the enrollment call was reviewed, New Power Texas confirmed with Mr. ****** that he did not initially enroll in a solar buy back plan. At the time of enrollment, Mr. ******’s solar panel installment was not completed and active, but he states he was unaware he was supposed to contact us to change his plan once it was finished. New Power Texas informed Mr. ****** that we can only complete a plan change with his consent but we never received a request to do so, which kept his plan on a fixed rate.
  
  On February 14, 2023, New Power Texas offered Mr. ****** to switch to a solar buy back plan moving forward so he may begin to receive the net metering credits. In addition, New Power Texas applied a $25 courtesy credit to Mr. ******’s account. Mr. ****** requested that we refund him for every month that he was supposed to be on the solar buy back plan from the time of his enrollment. New Power Texas informed Mr. ****** that we determined he would not be refunded for the previous months of billing because it was his responsibility to request the plan change. Mr. ****** then inquired how much he would be charged to cancel his agreement. New Power Texas advised Mr. ****** that he would be charged an early termination fee of $125, or he could wait until his agreement end date of March 03, 2023.
  
  On February 22, 2023, Mr. ****** requested to cancel his agreement as of March 03, 2023. Once Mr. ******’s account is cancelled and all balances have been paid, Mr. ****** will be under no further obligation to New Power Texas.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected].
  
  Best regards,
  Power Next Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  
  
  
  
  

• Initial Complaint

  Date:01/21/2023

  Type:Customer Service 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.

  Signed up for service by accident then immediately emailed to terminate service. This did not happen. When I called the agent said they would call me back and never did.

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: David ******
  Complaint ID #: ********
  Account Number: **********
  
  
  To Whom it may concern,
  New Power Texas received complaint #******** from David ****** on January 21, 2023. Mr. ****** completed an enrollment with New Power Texas on October 3, 2022, online. During the enrollment Mr. ****** agreed to all the terms and conditions in his agreement including the cancellation policy.
  
  Mr. ****** contact New Power Texas on October 11, 2022, to confirm that he emailed us to cancel immediately after completing his enrollment. We verified that we did not receive an email request from Mr. ****** requesting to cancel his agreement within the rescission time frame of three (3) business days. A Supervisor contacted Mr. ******, per his request, on October 13, 2022. However, we were unable to reach him or leave a voice mail due to his voice mail not being set up.
  
  If Mr. ****** can provide us the email proof that he requested to cancel his agreement within the three-business day recession, we can honor the cancellation request and waive the early termination fee of $125. At this time, the requested documentation has not been provided to New Power Texas.
  
  As of January 21, 2023, Mr. ******’ account has been cancelled and has an outstanding balance of $224.27. Once the balance on Mr. ******’ account is paid, he will be under no further obligation to New Power Texas.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected].
  
  
  Best regards,
  Pulse Power Social Care Team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  
  
  
  
  
  

• Initial Complaint

  Date:12/30/2022

  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 enrolled in New Power Texas electricity plan on July 17th, 2022. At the time of enrollment, I was not informed of any fixed base charge of $239 for utilization below 2000 Kwh. I enrolled in the Auto Pay feature and noticed that my electricity bill for Sep through December is $250 / mo compared to an average of $60 / mo in 2021. I inquired with the provider and was told I am on a Fixed price plan with a flat fee and was enrolled by their Broker. The EFL I received after enrollment did not mention any such flat fee nor did the representative on the call in July identified himself as a broker. I forwarded the email to the provider and requested them to change my plan to what was discussed (fixed cost per kwh based on usage) for all the bills since July 2022. I initially contacted the provider on December 12th. After back-and-forth interactions, on 12/30, the provider mentioned that they would not backdate the bills with a fixed rate by usage (The ticker number is 1480897). Also, their offer to switch for the current month onwards was 13% more expensive than other providers. I have already paid three months of bills due to the Autopay enrollment. I request BBB to help resolve the issue by getting credits for bills paid and adjusting costs for future bills. I would also request BBB to enforce New Power TX to follow ethical business practices. I am uploading the EFL, and the email received after enrollment. It is important to note that the plan name used in the email differs from what New Power Texas uses.

  Business Response

  Date: 01/18/2023

  January 17, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Karthik *************
  Complaint ID #: ********
  Account Number: **********
  
  To Whom it may concern,
  
  New Power Texas received complaint #******** from Karthik ************* on December 30, 2022. Mr. ************* completed an enrollment with New Power Texas on July 18, 2022, online along with a third-party vendor. During the enrollment Mr. ************* agreed to all the terms and conditions in his agreement including his fixed rate pricing.
  
  Mr. ************* emailed New Power Texas on December 12, 2022, with concerns of why his electricity bill increased when he was using less electricity. On December 19, 2022, New Power Texas informed Mr. ************* that he is enrolled in a flat fee plan, meaning if his usage is ever below 2000 kilowatt-hours (kWhs) he will be charged a flat fee of $238 plus any other applicable taxes and fees.  Mr. ************* again contacted New Power Texas on December 20, 2022, requesting that we pro-rate the bills he has received so far based on his usage.
  
  Mr. ************* was advised by New Power Texas that we are unable to prorate his previous charges. However, Mr. ************* is eligible to switch to another plan that we currently offer that would best suit his electricity needs. Mr. ************* declined switching his plan with New Power Texas and stated he will investigate changing companies. New Power Texas advised Mr. ************* that he can contact us to switch plans in he decides to remain a customer.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected].
  
  
  
  
  Best regards,
  New Power Texas Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  
  
  

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The terns and conditions I agreed on July 18th was shared with BBB and New Power Texas and does not have the $238 flat fee. Also, I signed on phone and not online and there was no mention about the flat fee. New power Texas said that they are unable to provide recordings for contracts made with third party and now they are mentioning that I signed up online which is incorrect. 
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:11/19/2022

  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.

  Told termination fee would be waived if I provided my new address and that the original fee was $120. Also told that I had to say yes that I understand this while being recorded because that was standard procedure, but that it would still be waived. I am now being told I have to pay $740 in early termination fees.

  Business Response

  Date: 12/12/2022

  
  December 12, 2022
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: ***** *** **** ********
  Complaint ID #: ********
  
  
  
  To Whom it may concern,
  
  Pulse Power received complaint # ******** from Erin ******** on November 19, 2022. Mr. ******** completed an enrollment with New Power Texas for his accounts 2011040075, 2012310102 2012310116 in November and December of 2020 respectively, over the phone. During the enrollment Mr. ******** agreed to all the terms and conditions in his agreement including the early termination fees for all three of his accounts.
  
  Mr. and Ms. ******** requested to cancel all their accounts due to moving and provided us with a forwarding address on November 9, 2022. Per the terms of service as of December 08, 2022, all of Mr. ********’ account have been cancelled and the early termination fees assessed have been waive.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions please contact us at (888) 853-5141 or [email protected].
  
  Best regards,
  New Power Texas Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  
  
  

• Initial Complaint

  Date:10/06/2022

  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.

  About 3 months ago a salesman named Matt who works for ***** ***** came to our home to solicit Solar panels. We were told the cost would be a $183 for the 1st 18 months and then $230 every month thereafter to pay off the solar panels. All work was put in my wife's name Beverly Carter because the house is in her name but at the point of transaction (No Contracts) were presented or signed. I later received a call from the bank asking how would these payments be made and was assisted in setting up payment arrangements for direct deposit. Later, we received a bill dated September 27th in the amount of $616.35. This was the first bill received even though direct deposit was set up. I called ***** ***** to request an explanation of charges and because I was not my wife who is incapacitated (dementia) and unable to speak on the phone they refused to give me any information but were willing to take a payment on her behalf from myself. Please assist in any way possible as we are elderly and our services are threatened to be disconnected.

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  When renewing our contract, we were billed (invoice ***********) Service Connection fee SER019 of $144. Per Center Point this fee is charged when processing a Move In for a premise utilizing Self Contained Metering. We were simply renewing our contract and were required to change the name on our New Power account so that they would talk to me (*** *******). The first account (1905310263) was under my wife’s name (****** *******). The current account is ********** and is under my name (*** *******). I have tried many times to get them to correct this charge as seen on ticket numbers ****** and ******. Please note we have lived at this residence for almost 30 years. WE WERE NOT DOING A MOVE IN.