ComplaintsforPulse Power, LLC

• Initial Complaint

  03/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I spoke with Pulse power on Jan 16 to cancel my electricity contract which started on Jan 13. Since this was the second business day of the contract, the agent insured me there would be no cancellation charge. I started my contract with a new supplier on Jan 17. On Feb 10, I notified Pulse Power via their website (see attached) and email that my account had been charged a cancellation fee. I received an answer on Feb 11 from Pulse power that the early termination fee would be waived and should see that in my account in several business days (see attached file). On Feb 20, I contacted Pulse Power by email (see attached) that my account had not been corrected and also contacted them by phone. They ndicated that the account would be corrected in several business days on the phone. On March 1, I saw that my bank account had been charged $503.07 from Pulse Power on Feb 26. I contacted Pulse power that day by phone and spoke with an agent named Andrew. He stated the charge included a $480 cancellation fee. He said he was submitting another request for a refund and that I should see the credit in my account in several business days. My account has still not been credited as of 3/9/2024.

  Business response

  03/15/2024

  March 15, 2024
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Steven *********
  Complaint ID #: ********
  Account #: *******
  
  To Whom it may concern,

  Pulse Power received complaint #******** from Steven ********* on March 9, 2024. Our records indicate that Mr. ********* completed a contract renewal with Pulse Power on November 20, 2023, online. During the renewal of his contract, Mr. ********* provided his consent that he understood and agreed to the terms of service, including the cancellation policies.

  In the review of the account, Pulse Power determined that Mr. *********’s contract was set to expire on January 13, 2024. On November 20, 2023, Mr. ********* completed an early contract renewal through the customer portal. Mr. ********* renewed his contract to our 24-month Free Energy Nights (FEN) plan set to go into effect on January 13, 2023.

  On January 17, 2023, Mr. ********* called Pulse Power requesting to change his plan, if possible, because he believes that the FEN plan, he signed up for is not charging him correctly. Mr. ********* also asked to confirm how much the early termination fee (ETF) would be to cancel the agreement if he could not change his plan. Pulse Power advised Mr. ********* that we were submitting a case to cancel his contract renewal which will allow him to view the other plan renewal options that Pulse offers. Pulse Power also confirmed that if Mr. ********* decided to switch to another retail electricity provider (REP) he would not be charged the ETF because he is within the rescission period. However, Mr. ********* was misinformed regarding the ETF. Per the terms of service (Section 2.3), Mr. ********* had 3 federal business days from the time that he received the terms of service to complete a rescission.

  Mr. ********* completed his contract renewal and received the Terms of service along with the other contract documents on November 20, 2023. Mr. *********’s rescission period would have ended on November 23, 2023. Since Mr. ********* completed his switch to another REP on January 17, 2024, he was charged the ETF of $480 due to being outside of the rescission period.

  As a courtesy for the delayed resolution and miscommunication provided to Mr. *********, Pulse Power has waived the early termination fee of $480. Pulse Power issued a refund in the amount of $480 back to Mr. *********’s original form of payment on March 15, 2024. Mr. ********* should expect to receive the refunded amount in 3-5 business days. Additionally, Mr. *********’s account is canceled as of January 17, 2024. There is no outstanding balance on Mr. *********’s account, and he is no longer under any obligation to Pulse Power.
  
  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

  Customer response

  03/19/2024

  [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 would be satisfactory to me.

  
  
  
  
   

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Pulse Power, our Account # *******, decided to migrate new Billing Software sometime over 3+ months ago, which changed many features and settings and prevented online Payments to be made because we have an Apple computer and the browser is Safari and also we use Fire Fox as our browser which is no longer compatible to their new software.I have attempted to talk to Pulse Power both on the Telephone and emails to get some issues resolved but to no avail. Without our permission or consent, Pulse Power switched us to Automatic Payments, which my wife (Mona C ********) and I never signed up or requested prior to the New Software and also without our permission or consent switched us to paperless Billing. Also shortly after the new Software migration we were Billed two (2) times within a 2 to 3 week period, our normal Billing due date was toward to end of the month. Pulse Power has also now required us to switch our computer browser to Google Chrome or Internet Explorer, which we refuse to use either of these browsers for our own reasons and No other Company has ever required this and our Apple Computer's browser we use has no problems with any other Utility or other Company we have accounts with. Lastly, we requested several times to be provided with a Paper Statement and the last two (2) Billing Statements we received were after the Due Date of the Electric Bill. We have requested that Pulse Power allow us to find a new Electric Provider, without an early termination fee, considering all the issues we continue to encounter and Pulse Power has not willing to fix their non compatible New Software to accommodate Apple Computers utilizing Apple's browser or Fire Fox as a browser for online payments. We feel as though Pulse Power has breached our Contract with them and want to find a provider that does not have these types of issues for payments and request no penalty for early termination. To date Pulse Power has not responded to our request, See Attached.

  Business response

  01/09/2024

  January 9, 2024
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Edward H ******** Jr
  Complaint ID #: ********
  Account #: *******
  
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from Edward H ******** Jr on January 5, 2024. Our records indicate that Mr. Edward H ******** Jr and his wife Mona ******** completed an enrollment with Pulse Power on July 2, 2020, over the phone with a third-party broker. During the enrollment, The ********s provided their verbal consent that they understood and agreed to the terms of service, including billing and cancellation policies.

  In the review of the account, Pulse Power was able to confirm that Mr. ******** self-enrolled in AutoPay on May 7, 2023, via the online portal. However, please be aware that although Mr. ******** self-enrolled in his AutoPay, Pulse Power has not drafted his account because Mr. ******** makes one-time payments each month via the website before his bill due date. As of November 9, 2023, per Mr. ********’s request, AutoPay has been removed from his account.

  Please be aware that we are unable to corroborate Mr. ********’s allegations that he was placed on paperless billing without his consent. Records show that Mr. ******** elected to have his monthly invoices sent via email and print. In the review of our records, we can confirm that no returned mail has been received for Mr. ********. Nevertheless, please note that we have updated his invoice delivery method to standard USPS only.

  Pulse Power underwent a system migration impacting Mr. ********'s October invoice as Pulse validated the system migration and began invoicing in the new system. However, the invoice was still sent within the window requirements. Please note that customers were not negatively impacted due to this migration. Pulse placed a banner on its website on September 29, 2023, letting customers know of the system migration. Please be aware that disconnections and late fees were suppressed beginning two weeks in advance of the cutover and continued through the end of October. Nevertheless, Mr. ******** is currently current with his invoice; however, a Deferred Payment Plan would have been an option if needed. No other invoices were impacted at this time and Mr. ******** is back to the regularly scheduled invoicing.

  Pulse Power has not violated the terms of service outlined in Mr. ********’s contract. Mr. ******** may cancel his agreement with Pulse Power at any time. However, per the terms of service, he will be subject to an early termination fee of $125. Once the final balance, including the early termination fee, is paid Mr. ******** will be under no further obligation to Pulse Power. At this time, Mr. ******** has not requested to cancel his agreement with Pulse Power so his account will remain active until further notice.
  
  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

  
  

  Customer response

  01/10/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  Pulse Power refuses to support Customers with Apple Computers utilizing Apple's browser Safari or Fire Fox with their New Software (See Attached Pulse Power Email), so said Customers may make payments online, which prior to the new Software by Pulse Power this was never an issue. Pulse Power has also failed to provide us with a Paper Statement prior to the due date the last two (2) Statements arrived after the due date. Pulse Power automatically switched us to a paperless Statement when they migrated their new Software and we had to request  a paper statement again. Pulse Power has failed to provide a Paper Statement in a timely fashion to support payment of the bill as prescribed by applicable Consumer requirements and/or Laws. In fairness we have requested Pulse Power allow an early Termination without any Penalty since Pulse Power knowingly implemented the use of New Software that does not support all Customers in their data base and does not support the normal online payment structure for paying the Pulse Power Electric Bill and has discriminated against  Customers with Apple Computers and Browsers.
  Regards,
  
  
   
  

  Business response

  01/19/2024

  
  January 19, 2024
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Edward H ******** Jr
  Complaint ID #: ********
  Account #: *******
  
  To Whom it may concern,
  
  After further review, Pulse Power determined that while Google Chrome or Microsoft Edge would be the optimal browser for our customer portal, Mr. ******** may still use Safari or Firefox. We do apologize for the misinformation previously communicated. On January 10 and 17, 2024, Pulse Power called Mr. ******** to provide corrected information and walk him through the steps for troubleshooting his issues with the customer portal. However, Mr. ******** was unresponsive to our call attempts. Additionally, Pulse Power emailed Mr. ******** correcting the information previously provided regarding the browser limitations for our customer portal.

  Please be aware that we are unable to corroborate Mr. ********’s allegations that he was placed on paperless billing without his consent. Our records indicate that Mr. ******** elected at the time of enrollment to have his monthly invoices sent via email and print. In the review of our records, we can confirm that no returned mail has been received for Mr. ********. Nevertheless, please note that we have updated his invoice delivery method to standard USPS only as of December 19, 2023.

   In review of the account, Pulse Power is able to conclude that Mr. ******** has been billed correctly in accordance with the established contract terms and the monthly usage reported by the Transmission and Distribution Utility. Records show that Pulse Power has been mailing Mr. ********’s invoices in accordance with Substantiative Rule: §25.479(b)(2) – Issuance and Format of Bills. Please note that Pulse Power has no record of any returned mail. Should Mr. ******** continue to experience issues with his mail, we encourage him to contact his local USPS office for assistance.

  Pulse Power has not violated the terms of service outlined in Mr. ********’s contract. Mr. ******** may cancel his agreement with Pulse Power at any time. However, per the terms of service, he will be subject to an early termination fee of $125. Once the final balance, including the early termination fee, is paid Mr. ******** will be under no further obligation to Pulse Power. At this time, Mr. ******** has not requested to cancel his agreement with Pulse Power so his account will remain active until further notice.
  
  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

  Customer response

  01/30/2024

  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.  Know I have an email from Pulse Power and they have waived the $125 early termination Fee and we have already switched to a New Electric Service Provider. It appears Pulse Power does not know what the left or right hand is doing and again Pulse Power has discriminated against a Class of Customers who use Apple Computers and Safari for a Browser, all the more reason for finding a new Provider, which we did.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  Dr Edward H ******** Jr
  
   
  

  Business response

  02/06/2024

  
  February 6, 2024
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Edward H ******** Jr
  Complaint ID #: ********
  Account #: *******
  
  To Whom it may concern,
  Pulse Power spoke with Dr. ******** on January 24, 2024, to advise him that we agreed to allow him to switch to another Retail Electricity Provider (REP) without imposing the early termination fee of $125 once the switch is finalized. Dr. ******** will only be responsible for the usage until the account is fully terminated. After the account is terminated and the final balance is paid, Dr. ******** will be under no further obligation to Pulse Power.

  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

  Customer response

  02/06/2024

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last month on 11/03/2023 while I still had money from CEAP in the account, Pulse Power was charged to my credit card, which is why I am complaining Pulse Power is unauthorized to get money from my credit card

  Business response

  01/03/2024

  
  January 3, 2024
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Trung ****
  Complaint ID #: ********
  Account #: *******
  
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from Trung **** on December 29, 2023. Our records indicate that Ms. Trung **** completed an enrollment with Pulse Power on November 16, 2021, online along with a third-party broker. During the enrollment, Ms. **** provided her consent that she understood and agreed to the terms of service.

  
  On November 16, 2023, Ms. **** called Pulse Power to request cancellation of her auto pay. Ms. **** followed up on December 12 and 15, 2023, regarding her autopay cancellation because her bank account was drafted again on November 27, 2023, in the amount of $179.11. Pulse Power submitted a case request for Ms. ****’s autopay to be cancelled as well as a refund for the payment of $179.11 that was drafted from her bank.
  

  On 12/15/23, Pulse Power issued a refund to Ms. ****’s account for the payment of $179.11, that she should have received within 3-5 business days. As of January 2, 2024, Pulse Power confirms that Ms. ****’s autopay was cancelled. Additionally, Pulse Power issued a refund for the remaining balance on Ms. ****’s account of $283.31 to the original form of payment.

  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
  
  

  
  

  Customer response

  01/11/2024

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For months Pulse power has been billilng me for eletricity I have not even used. Imon a free nights plan and my october to november billthey billed me for 789kw but I only used 569. This has been going on for months. I had a 36 month contract wich I am brakeing because my attempts to resolve this have gone no where. I call and spend hours trying to get through and talk to managers who say they will get back with me but never do. I have emailed them through the coustermer portal with no reply. Im not going to to paying for what Im not using. I have asked them to review my account for months and credit me what they owe me. I no longer have acess to previous bills so I dont know how long this is going on. I want them to cancel my contract and reimburst me for what they have over billed me.

  Business response

  12/14/2023

  December 14, 2023
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027

  
  Customer’s Name: Michael *****
  Complaint ID #: ********
  Account #: *******

  
  To Whom it may concern,

  Pulse Power received complaint #******** from Michael ***** on December 4, 2023. Our records indicate that Mr. Michael ***** completed an enrollment with Pulse Power on August 3, 2022, online.
  During the enrollment, Mr. ***** provided his consent that he understood and agreed to the terms of service, including billing.

  Mr. ***** initially contacted Pulse Power on November 16, 2023, requesting a review of his electricity usage because he was being billed for more usage than he believed he had consumed. Pulse Power
  initiated a MarkeTrak investigation which can typically take 30-45 days. On November 28, 2023, the utility (Oncor) confirmed that the usage on Mr. *****’s account was accurate, so there would be no
  billing adjustments made. However, upon further investigation, Pulse Power determined that there was a billing calculation error on Mr. *****’s account. Due to recent system migrations, Pulse Power
  determined that we overbilled Mr. *****’s account in the last 3 billing cycles from 9/11/23-12/4/23 by 852 kWhs. We recognized these discrepancies and have since issued a credit in the amount of $158.46.

  As of December 4, 2023, Mr. ***** switched to another retail electricity provider, resulting in his account with Pulse Power being canceled. Pulse Power generated Mr. *****’s final invoice on December
  14, 2023, including the aforementioned credit. Once the final balance of $97.44 is paid, Mr. ***** will be under no further obligation to Pulse Power.

  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

  Customer response

  12/15/2023

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They billed me from 7/26-8/24 and it was $480, they added credits onto my bill on 8/29 and it paid the bill in full. I called on 9/1 when going through my bills because I was confused as to why I didn’t have a bill. They informed me it was some sort of tax credit/overpayment through the year and it was paid in full. I asked specifically if it would be reversed or if it was permanent (they record calls but no one seems to be able to pull it) I then cancelled service to go to another provider on 8/25 and was then billed again 1 month later on 9/28 for a $630 bill, confused as to how this was possible I called and tried to get to the bottom of it. The manager just as confused said she would send it to accounting and call me back by the next day… never happened (shocker I know. Customer service sucks these days) so I called again. NOW they’re saying it was a billing mistake and the credits were to “void” the last bill out to reissue the correct bill which included the ETF which I will happily pay. But I called and asked specifically if these credits would be reversed and I can only think they “reversed” them because I cancelled their service. Now I’m waiting for “requests” to be made to pull the call from the representative who told me that my credits were from overpayment in the year and he said “they will likely come back and find this bill to be correct and you will likely still be responsible for this bill”.I already had new service and was paying for my new service by the time I got my new final bill. Their accounting mistake sounds more like the ball was dropped on their part. I called and asked about the credits and regardless of their explanation now, the explanation was overpayment and if their representative is misleading customers, be it inexperience or ignorance… this is a pulse power issue at this point and they should be held responsible for what they tell customers.

  Business response

  12/19/2023

  Pulse Power received complaint #******** from Jeff ***** on November 22, 2023. Our records indicate that Mr. Jeff ***** completed an enrollment with Pulse Power on October 18, 2019, over the phone with a third-party broker. During the enrollment, Mr. ***** provided his verbal consent that he understood and agreed to the terms of service, including billing and cancellation policies. On September 5, 2023, Mr. ***** emailed Pulse Power requesting to set up a payment arrangement. Pulse Power responded to Mr. *****’s inquiry instructing him to call us for further assistance with a payment arrangement. Mr. ***** then called Pulse Power on September 14, 2023, to confirm why their online portal reflected a reversal of charges. Pulse Power advised that there was a credit from Centerpoint Energy due to a refund of taxes that were paid, which resulted in the balance being $0.00 at that time. However, the information provided at that time was inaccurate. After review of the account, it was determined that on August 28, 2023, Pulse Power generated Mr. *****’s invoice for billing cycle 7/26/23-8/24/23 totaling $487.04 which was due by September 13, 2023. However, On August 25, 2023, a day after the billing cycle ended, Mr. ***** switched to another Retail Electricity Provider (REP). This resulted in CenterPoint canceling the previous charges which is what is reflected as the “Reissued Invoice Credits” on Mr. *****’s 9/28/23 invoice. Pulse Power generated the rebill on 9/28/23 in the amount of $629.79 including the final charges for the billing cycle 7/26/23-8/25/23 and the Early Termination Fee (ETF) of $125. Mr. ***** contacted Pulse Power on October 16, 2023, to confirm why they received a final bill when they were previously informed that they did not owe us anything. Pulse Power clarified that the credits reflected on Mr. *****’s account were due to a rebill and the corrected charges owed were $629.79, including the ETF. Pulse Power and Mr. ***** came to a mutual settlement agreement that Mr. ***** 

  will pay 50% of the outstanding balance totaling $314.89. Mr. ***** did request the agreement in writing, which was emailed to him initially on December 8, 2023, for him to sign. Mr. ***** was unable to view and sign the documents after several attempts. Pulse Power mailed Mr. ***** the settlement agreement on Monday December 18, 2023. Once Pulse Power receives the signed settlement agreement and the final payment of $314.89 is made, Mr. ***** will be under no further obligation to Pulse Power. We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected]. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Recently, a credit collection company South West Recovery Services has been trying to collect a debt from me for $ 963 and claim that the collection request has come from Pulse Power. I do not have any contract with Pulse Power and have never used Pulse Power. I have tried to call Pulse customer service and they are not able to pull up anything on my name. I am starting the escalations process and would like to speak with someone from Pulse Corporate HQ to see why was this sent on my name when I have never taken any services from you.

  Business response

  12/05/2023

  December 5, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Rohit ******
  Complaint ID #: ********
  
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from Rohit ****** on November 20, 2023. Our records indicate that Mr. Rohit ****** completed an enrollment with Pulse Power on October 31, 2022, over the phone with a third-party broker.

  Mr. ****** stated he has never had an account with Pulse Power. However, our records indicate that there is an account in Mr. ******’s name. Due to security reasons, we cannot disclose any specific information or addresses on a potentially fraudulent account. For Pulse Power to initiate an investigation into the validity of the account, we request that Mr. ****** provide us with a Norton LifeLock letter, a police report, or an affidavit along with his driver’s license as proof that the account, is in fact, not his to [email protected].

  Once the documents are received, Pulse Power will initiate an investigation. After review, if the account is confirmed to be fraudulent, Mr. ****** will have no credit impact from Pulse Power and will not be liable for any fraudulent charges.

  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
  
  

  
  

  Customer response

  12/08/2023

  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.  
  

  I had spoken to the customer care and they asked me to send the FTC Complaint or Police complaint to the customer care ID which I did. Now through BBB, the company is asking me to send my ID and other documents which have my SSN and other details to a non-secure group email address which is not the way to do business, specifically, when I have been a victim of Identity Theft as the company did not do due diligence in verifying the identify of suspect who used my identity to open the account. Right after receiving the BBB response, I contacted the email provided and have not received a response from them. 

  I want the business to provide me an escalation point of contact and a mailing address where I can send all the documents or provide a secure email address rather than a group email address on which there is no response. In addition, they already have a copy of the FTC Identity Theft report I filed. 

  Regards,
  
  Rohit ****** 
   

  
  

  Business response

  12/22/2023

  December 22, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Rohit ******
  Complaint ID #: ********
  
  
  To Whom it may concern,
  
  After further investigation, Pulse Power determined that Mr. ****** emailed us his documents to confirm the fraudulent account opened in his name. On December 20, 2023, Pulse Power emailed Mr. ****** confirming that the documents have been received and they have been forwarded to our fraud department. Pulse Power also explained that the account fraudulently opened in his name will be removed from any collections activity and he will not be responsible for any outstanding balance. Mr. ****** is under no obligation to Pulse Power.
  

  If Mr. ****** would still like to mail us any additional documents, he may do so at the mailing address below:
  

  Pulse Power
  P.O. Box 734377
  Dallas, TX 75373-4377
  
  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

  Customer response

  01/09/2024

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an email that I must register a new account number. The account number I was assigned doesn't match their records and states I must call to fix this issue. The problem is I've been on hold for 4 hours a day for 3 days. I need to speak with someone to pay my bill and I cannot reach anyone that works for this company.

  Business response

  11/08/2023

  November 8, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200 
  Houston, Texas 77027
  
  Customer’s Name: Robert ******
  Complaint ID #: ********
  Account Number: *******
  
  
  To Whom it may concern, 
  
  Pulse Power has received complaint #******** from Robert ****** on November 1, 2023. Mr. ****** initially completed an enrollment with Pulse Power on October 3, 2022, online. 

  On November 1, 2023, Mr. ****** contacted Pulse Power to request assistance with logging into the new online portal after the system migration. Pulse Power sent Mr. ****** the registration email and advised him of the steps on how to login to his online portal. Mr. ****** confirmed that he did not have a device readily available to attempt the login but will do so at a later time. Pulse Power did inform Mr. ****** that his balance at that time was $112.52 due on 11/2/2023, which was successfully auto drafted. 

  As of November 1, 2023, Mr. ****** has successfully registered into the new online portal and is able to view all his account information. 
  
  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

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pulse Power recently did a computer software update that was a total fiasco. Their customer portal was down for several days. The customer service number also was overwhelmed and thus down for several days. When the customer portal finally resumed, only portions of it were functional. For example, trying to update auto pay customer card info popped up message that this part of the system was not yet functional. When I finally did get through to customer service twice over several days and the agents tried to resolve my issue (update auto pay credit card info), but it did not take. So days later I had to make a manual payment since my account showed auto pay as cancelled. I emailed a complete explanation of the time I had to waste due to their dysfunctional system roll out. All she had to say was that the new system will be so much better with no regard for the pain to customers. I asked her to waive the early termination fee and she declined without even considering it. She did offer a $25 credit for my many days of waitng on the phone queue and customer portal frustrations. So I am stuck for two more years with this company. Below is the detailed email I sent them to explain my issue and desired remedy -- waive early termination fee.

  Business response

  10/12/2023

  October 12, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Bert ******
  Complaint ID #: ********
  Account Number: **********/*******
  
  To Whom it may concern,
  
  Pulse Power has received complaint #******** from Bert ****** on October 11, 2023. Mr. ****** initially completed an enrollment with Pulse Power on September 9, 2022, online. During the enrollment Mr. ****** provided his consent that he understood and agreed to the terms of service, including the Early Termination Fee (ETF).

  On September 15, 2023, Mr. ****** was emailed a notification (attached) from Pulse Power that we were going to be closed on September 29, 2023, due to scheduled maintenance. Mr. ****** emailed Pulse Power on October 2, 2023, because he was unable to update his autopay through our online Portal. Pulse Power responded to Mr. ******’s email the same day to advise that all self-service options were currently unavailable and requested that he contact us directly through our phone system to make any payments. Mr. ****** contacted Pulse Power on October 3, 2023, to request an update to his autopay. Pulse Power was able to successfully update Mr. ******’s autopay information and advised him that it could take 1-2 billing cycles for it to begin drafting automatically.

  Mr. ****** again reached out to Pulse Power on October 6, 2023, because his autopay still did not reflect as processed but he did not want to be charged a late fee due to the payment being past the due date. Pulse Power reassured Mr. ****** that he will not be charged any late fees at this time due to the system updates. Mr. ****** requested that we waive the ETF for him to switch to another company because he was unable to contact us during the scheduled maintenance. On October 10, 2023, a Pulse Power supervisor reached out to Mr. ****** to advise him that the ETF is valid. However, Pulse Power offered Mr. ****** a courtesy credit of $25. Ms. ****** agreed to the credit being applied to his account.
  
  Mr. ****** processed a payment online for his outstanding balance of $117.33 on October 9, 2023. As of October 12, 2023, Mr. ******’s account currently has a $0 balance. Pulse Power determined that the ETF on Mr. ******’s account is valid. No further actions or credits will be applied at this time.
  
  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
  
  
  
  
  

  
  

  Customer response

  10/13/2023

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]

  Pulse Power keeps pointing to the contract. That's fine. I would expect any service provider to meet a reasonable level of customer service or the contract terms are not met. If you read the attached email I sent them, you can see that the web portal was down as they emailed, but that their customer service phones were also down. Plus when the portal finally came back up, key portions did not work, with the error message being that section of the portal was not yet functional. In today's business environment, such flawed system rollouts are totally abnormal and unacceptable. I worked in the computer field for 30+ years. If I ever had run a system update like this I would have been fired. Pulling the plug on one system and switching cold turkey to a new system is a 1980's approach. Pulse Power should have tested the system far more before this rollout, and possibly run the systems in parallel until the new system was reliable. That's how the modern professionals have done it since the late 1990's. Their failure to perform a system update as such meant that their customers were majorly inconvenienced. I spent four days of wasted time calling customer service, waiting as long as 35 minutes on hold, and obtaining very little sympathy or sincere apology for their lack of proper planning. Telling customers that the new system will be so much better in not an acceptable response. If Pulse Power will not waive the early termination fee, then I would expect a $100 credit (not $25) for the time and aggravation I endured due to their computer peoples' poor planning and flawed, fiasco of a system update. Pulse Power needs to learn better planning for the benefit of all their customers in the future.

  
  Regards,
  
  
   

  
  

  Business response

  11/29/2023

  After Further investigation, Pulse Power determined that on Thursday, September 28th through Sunday, October 1st, Pulse Power underwent a system migration that temporarily revoked access to our telephone and online systems. This left our customer portal inaccessible until Monday, October 2, 2023, when system access was restored. Please note that customers were not negatively impacted due to this migration. Nevertheless, Pulse Power took necessary actions to properly notify customers ahead of time with communications starting on August 22, 2023. Additionally, Pulse placed a banner on its website on September 29, 2023, letting customers know of the system migration. Please be aware that disconnections and late fees were suppressed beginning two weeks in advance of cutover and continued through the end of October as we continued to validate system migration and begin to invoice from the new billing system. Mr. ****** received notification that the credit card connected to his Autopay would be expiring on October 1, 2023. While Mr. ****** did not have access to his My Account Portal to make the changes himself, when he called on October 3, 2023, a Pulse Power representative assisted him with updating his credit card information. Although Mr. ****** implied that his Autopay not taking effect immediately was due to the system migration, it is standard for Autopay set up or changes to Autopay to take 1-2 billing cycles to take effect.

  Customer response

  11/29/2023

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]

  Pulse Power is missing the fact that customers like me spent hours on the phone during this migration fiasco. They promised a meager $25 credit for 4 hours of my life. Oh and by the way, they did not credit the account. My latest bill did not include any reference to that credit. At this point it's OK to close the complaint, but not as resolved.
  

  
  Regards,
  
  
   

  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my old house **** ******* ****** *** ***** ** ***** has solar panel which also enrolled the buyback program of Pulse Power account number **********. During selling my house, I have moved out to new house (also use pulse power), and didnt use much energy. I sold that house at July 14th 2023 with $1263.64 credit. I called in the request to close the account and request refund by check, they refused. I also request to apply this credit to my another account, they said NO again. They said I signed the contract with these terms, NOBODY told me that the credit can not be refund. It is common sense that I am paying solar panel every month, generating power and they are buying it back, but not they want to use it for free? . Silly company with the worst experience. They have to refund my money now

  Business response

  09/15/2023

  Pulse Power has received complaint #******** from Zhirun **** on July 14, 2023. Mr. **** initially completed an enrollment with Pulse Power on January 3,2023, over the phone. During the enrollment Mr. **** provided his consent that he understood and agreed to the terms of service, including our terms for net metering customers. On June 26, 2023, Mr. **** contacted Pulse Power to request a cancellation of his account (**********) for address **** ******* ****** ** **** TX 77449 because he sold his home. Mr. Chen requested that we send him a refund check or transfer the net metering credit balance of $1,366.00 to his new account (2210171073). Pulse Power advised Mr. **** that per his agreement terms the net metering credits are non-transferrable. According to the agreement summary (attached), “Upon termination of the Customer Agreement, any remaining credits on Customer’s account will first be applied to any and all outstanding amounts owed, and any remaining credit amounts shall be forfeited.” Per the contract terms, Mr. **** forfeited the net metering credits on his account when he moved. Therefore, the credit balance is non-transferable. We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected]. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RE: 1)Overcharged one hour daily from Feb to Sep 2022. No refund or credit was issued from Pulse. Disputed email to Pulse on June 2022. 2)Three overcharged billing statements issued from 9/13/2022-12/13/2022 (Oct.' Nov. & Dec. ). Disputed and requested for investigation on November 2022. 3) Can't accept reissued billing statement #B22121911979 on 12/19/22 along with a wrong or inappropriate re-calculation. The overcharge was caused by "the Current meter read and Usage estimated" by the pulse being incorrect. The reissued Billing statement dated 12/19/2022 was still not honest or had data errors based on or compared to the correct meter data. I sent the Meter Picture with the Actual correct number to Pulse immediately when I found the issues. My Request: (1) Pulse should reissue the Correct Billing Statement Respectively Based on the Actua/correct Meter Read accordingly, i.e. reissue the Oct Bill, Nov Bill & Dec Bill. (2) Refund the overcharged fees ASAP. Have not received a specific explanation or the correct bill and refund regarding the above-mentioned issues in time. The attached Complaint has been sent to Pulse on March 1, 2023. I contacted Pulse by email several times at Social Care and sent Correct Meter Images to Pulse. I thought Pulse, the seller intended to be dishonest tactics for the service. Very disappointing customer service?!!

  Business response

  05/05/2023

  Dear Shulin *****,

  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,
  Energy To Go Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380

  Customer response

  06/01/2023

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Thank you for your email. I reviewed the update from BBB online along with the email below from the "Energy To Go Social Care team". I am still waiting for the Pulse Power Company's investigation/ response and explanation regarding the complaint in the right way as soon as possible.
  
  Please let me know how to continue to file complaints as "Pulse Power"  did not give me any reasonable explanation or response (refund or credit) regarding my complaint of "three overcharged bills".
  
  Sincerely,
  
  Shulin ***** 
  

  
  

  
  

  Business response

  11/29/2023

  After further investigation, Pulse Power determined that on January 18, 2022, Ms. ***** enrolled her electric account to Pulse via a 3rd party broker, Electricity Plan Ratings. The account was enrolled into a 24-monmth fixed rate of 0.0¢ per kWh for usage between 8:00 PM to 5:59 AM and 13.4¢ per kWh for all other times. This plan includes a $125.00 Early Termination Fee (ETF). In review of the electric account, we were able to conclude that Ms. *****’s account is being billed correctly in accordance with the terms of the established plan and the monthly usage reported by the TDU. It is important to note that Pulse immediately submitted a usage dispute upon Ms. *****’s concerns to the TDU via MarkeTrak. Please note that Pulse received usage corrections from the TDU on December 08, 2022, and Pulse immediately made the proper adjustments and applied a credit of $512.71. Please note that a new meter was issued by the TDU on November 29, 2022, and reflects on Invoice dated December 19, 2022. Nevertheless, Pulse deems not further credits of adjustments necessary. 

*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. ↩