ComplaintsforPulse Power, LLC

• Initial Complaint

  12/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pulse Power makes it impossible to cancel your electric account. I sent a certified return receipt letter to cancel my account as instructed within the last 14 days of the account, after November 10, 2022, but before the deadline of November 24, 2022. They refuse to acknowledge the cancelation and keep sending me notices. I have a credit balance that I want refunded immediately and as the date of November 24, 2022.

  Business response

  12/20/2022

  December 19, 2022
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Edwin *******
  Complaint ID #: ********
  Account Number: **********
  
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from Edwin ******* on December 1, 2022. Mr. ******* completed an enrollment with Pulse Power on , 2021, over November 24, 2021, over the phone. During the enrollment Mr. ******* verbally agreed to all the terms and conditions in his agreement including the cancellation process.
  
  Mr. ******* requested to cancel his account with Pulse Power once his contract expires. As of December 14, 2022, Mr. *******’s account with Pulse Power is cancelled. Mr. ******* requested that the remaining credit balance of $71.90 on his account is sent to him. On December 16, 2022, Pulse Power requested that Mr. ******* provide us with his forwarding address to ensure that he receives the check for his remaining credit balance.
  
  Pulse Power submitted the credit refund request for Mr. ******* on December 17, 2022, once the forwarding address was confirmed. The remaining credit balance of $71.90 will be sent to our accounting department to process a refund check on January 3, 2022. Pulse Power asks that you please allow 7-10 business days after that date for Mr. ******* to receive his refund check.
  
  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,
  Pulse Power Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  
  
  
  
  

  
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Customer service representatives at Pulse Power are not helpful in any way and when you asked to speak to management, they say a manager will give you a call but the manager never calls. Customer service at Pulse Power does not return emails about complaints either. Here is my latest complaint I need answers to as I do believe this company is not reading meters correctly and are overcharging for kilowatt hours at my place of residence. Latest email I sent to Pulse Power on Nov 18, 2022 that I never received a response to is below. Hello Pulse Power, I’m writing in regards to billing overages on my account. I am on a fixed rate and was out of town from October 29th through November 5th. With all electricity turned off and I’m still being charged electricity when no one was here. Some of the days look correct but the other ones don’t, for example Electricity charges for Monday Oct 31st, Thursday Nov 3rd , Friday Nov 4th and Saturday Nov 5th look outrageous when no one was here to use any more electricity then the previous days. I have proof of being out of town for 7 days. Also, I received a newsletter for the week after (Nov 6-12) and its saying that I used 160 kW that week when there’s no way. I haven’t used that much electricity in one week at this place the whole time I’ve been living here. Also, I did not run my air conditioner, washing machine, dryer or dishwasher during that time. I don’t think this billing is fair. Why am I being charged for kilowatt hours I never used?

  Business response

  12/13/2022

  December 13, 2022
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: ***** *******
  Complaint ID #: ********
  Account Number: **********
  
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from ***** ******* on November 29, 2022. Ms. ******* completed an enrollment with Pulse Power on September 9, 2022, over the phone along with a third-party vendor. During the enrollment Ms. ******* verbally agreed to all the terms and conditions in her agreement including the pricing that her transmission and delivery utility (TDU) charges.
  
  On November 18, 2022, Ms. ******* emailed Pulse Power disputing her electricity usage and TDU charges for her billing cycle 10/6/22-11/4/22. Pulse Power responded to Ms. ******* on November 20, 2022, informing her that we submitted a billing dispute for the billing cycle in question to be reviewed and it can take 30 to 45 days. Following up on her billing dispute inquiry, Pulse Power spoke with Ms. ******* on December 1, 2022, to explain that we received her meter readings from ***********, and we will bill based on her selected plan. Ms. ******* was also advised that she can monitor her usage on Smart Meter Texas.
  
  As of December 7, 2022, Ms. *******’s usage has been verified as accurate by subsequent readings from *********** (TDU). Pulse Power will not make any adjustments to Ms. *******’s billing 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 (888) 853-5141 or [email protected].

  
  Best regards,

  
  Pulse Power Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I previously filed a complaint but haven't heard anything on any resolution.I switched to plus power for a lower rate and this was all done by phone and I remember asking agent if there was any contract and I was assured no and I could switch at any time with no penalty. I am in a one bedroom apartment and my light bill is always like $150 and that's even higher than the company I haven't from ever charged. I called to cancel so I could switch to another company but was told I was in a 3 yr contract. I was shocked and disappointed this since this isn't what I was told. The manager stated he would request and listen to the phone call to verify that I was told incorrectly but that's been nearly 2 months now and they still haven't listened to call so I'm still being billed these high rates and locked in a contract I never agreed to. I'm looking to switch to a company that doesn't lie to get your business because this has been a nightmare that I want out of.

  Business response

  12/06/2022

  December 6, 2022
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: ********* ****
  Complaint ID #: ********
  Account Number: 

  
  

  **********
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from ********* **** on November 16, 2022. Ms. Mims completed an enrollment with Pulse Power on December 30, 2021, over the phone. During the enrollment Ms. Mims verbally agreed to all the terms and conditions in her agreement including the billing processes and the pricing per kilowatt-hour (kWh).

  
  On September 26, 2022, Ms. Mims contacted Pulse Power to review her options to cancel due to receiving a higher-than-expected electricity bill. Ms. Mims was informed that she is under a 36-month contract term. Ms. Mims requested for Pulse Power to review her enrollment call due to because she never agreed to a contract or an early termination fee.
  
  As of November 29, 2022, after reviewing her enrollment call, Pulse Power determined that Ms. Mims is eligible to have her early termination fee waived if she decided to move her services to another Retail Electricity Provider (REP).
  
  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,
  Pulse Power Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a house fire on 8-6-2022. Our gas end electrical were destroyed and cut off in the fire. Since then Pulse Power has been billing us and will not resolve this issue. We have been displaced since 8-6-2022 and will be until early next year.

  Business response

  11/29/2022

  November 29, 2022
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Alfredo and Samantha Hernandez
  Complaint ID #: ********
  
  
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from Alfredo Hernandez on November 14, 2022. Mrs. Hernandez completed an enrollment with Pulse Power on December 15, 2021, over the phone. During the enrollment Mrs. Hernandez verbally agreed to all the terms and conditions in her agreement including the billing processes.
  
  On October 1, 2022, Mr. Hernandez reached out to Pulse Power via email to inform us that they have been misplaced since August 6, 2022, due to a house fire. Pulse Power did informed Mr. Hernandez that the Transmission and Distribution Utility (TDU) continued to send an estimated usage to us and that is why they continue to be billed. Pulse Power requested that Mr. and Mrs. Hernandez send us a copy of the fire report to complete the billing dispute request on October 3, 2022. Mr. and Mrs. Hernandez again contacted Pulse Power to follow up on billing adjustment request and requested a supervisor on October 12, 2022. A supervisor from Pulse Power reached out to the Mr. Hernandez on October 13, 2022. However, Pulse Power was unable to reach the customer or leave a voicemail.
  
  As of November 6, 2022, Pulse Power has received the requested fire report from Mr. and Mrs. Hernandez. It can take 1-2 billing cycles for the adjustment to be completed per the terms of service. We will send a confirmation to Mr. and Mrs. Hernandez once the billing adjustment has been completed.
  
  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,
  Pulse Power Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  
  
  
  
  
  
   
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about October 12th, an unknown individual opened an electricity account with Pulse Power in Fort Worth, Texas using my name and my social security number. I found out about it thru ************* after recieving letters in the mail from them 3 times, and them running my credit. I filed a report with BBB on them when they would not respond, and they responded to my complaint with detailed info. I called Pulse power and confirmed there is an acct with my info. I asked for a supervisor multiple times, but they would not connect me. They scheduled me for a call, but that was a week ago and no call back. I have filed a police report with Fort Worth police dept but was told they cannot do anything since I do not know the service address. I want a resolution to this immediately, as my next step is contacting the News Media. I can prove my identity and where I live. I tried contacting Pulse power corporate office but all you can do is leave a message and never heard back.

  Business response

  11/21/2022

  November 21, 2022
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Megan B****
  Complaint ID #: ********
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from Megan B**** on November 14, 2022. Ms. B**** completed an enrollment with Pulse Power on October 12, 2022, over the phone along with a third-party broker. During the enrollment Ms. B****, provided her verbal consent that she understood and agreed to the terms of service.
  
  We do understand the frustration Ms. B**** may have experienced with receiving a bill for an account that does align with her current residence. Ms. B**** reached out to Pulse Power on November 9, 2022 to inform us that this account did not belong to her and requested to speak with a supervisor. The same day a supervisor contacted Ms. B**** via email to inform her that she would need to send us a police report and proof of her current residence to close the account as fraudulent. As of November 21, 2022, Pulse Power has not received the requested documents from Ms. B**** and the account will remain as is until those documents are received.
  
  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,
  Pulse Power Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  
  
  
  
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I was searching for electric companies, and I came across something in section 4 part C of the terms of services where it states former or current active duty military members may have the deposit fee waived with proper presentation proof of service. Now when I ordered the service and contacted them on getting the fee waived, they claimed they do not follow with what is listed in the terms of services. Which to me is a bit peculiar because from what I know, as a company you are suppose to follow the terms of services otherwise what is it for? Waste of time and I thought I would put it out that they do not follow all terms of services so BEWARE!

  Business response

  11/01/2022

  November 1, 2022
  
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Cameron ********
  Complaint ID #: ********
  Account Number: N/A
  
  
  To Whom it may concern,
  
  Pulse Power received complaint #******** from Cameron ******** on October 7, 2022. Mr. ******** completed an enrollment with Pulse Power on October 7, 2022, over the phone. During the enrollment Mr. ********, provided his verbal consent that he understood and agreed to the terms of service, including reasons for waiving the deposit.
  
  During the enrollment process Mr. ******** was informed that the only reasons that a deposit would be waived to open his account would be if he was 65 years of age or older, provide a letter of credit or if he was a victim of family violence. However, Pulse Power’s Terms of Service does include in Section 4(C) that former or current active-duty military personnel, upon providing reasonable proof of service, are eligible for a deposit waiver.
  We do understand the dissatisfaction that Mr. ******** may have experienced as he did receive some miscommunicated information from Pulse Power at the time of his enrollment. Pulse Power has taken the necessary steps to ensure that the correct information is communicated with our current and potential clients aligning with our Terms of Service.
  
  We hope this addresses your concerns and appreciate Mr. ******** bringing this to our attention. Once again, we sincerely apologize for the miscommunication. Should you have any further questions or additional feedback, feel free to contact us at (833) 785-7797  or [email protected].
  
  Best regards,
  Pulse Power Social Care Team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a new contract aug 2 with pulse power. My next bill did not honor this contract, I called to report this last Friday and they agreed and said it would be resolved. Now a week later I was charged for the wrong amount to my account after that said they would fix it. When I called again they won’t let me talk to supervisor about this just keep saying someone will call back and never do, after I got off the phone they sent me an email saying my contract was cancelled.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 07/29/22, I made a payment of a past due amount of $238.90 (Bill was due on July 1). While setting up the payment, I accidentally made double the payment in the total amount of $477.80. I immediately sent an email to Pulse Power about the double payment. I received a response back, that my request was received, and I would be contacted within 1 business day. On August 1 I still heard no response and sent another email requesting assistance. Again, I received a generated reply that my request was received, and I would here back within 1 business day. After not getting a call or email back. I asked my wife to call (I was overseas on a deployment) to let them know. They informed her that they received the double payment and that I had a credit that would be applied to the next bill due on 8/17/2022. We told the rep that we did not want it to be applied to the next bill because we needed those funds for another bill that was due. in the end my wife was told that we should receive a refund within 7 - 10 business days. After 10 days there was still no refund. On 9/22/22 I called Pulse Power to inform them again of the issues. I also informed them that I was deployed at the time that the issue first started. It was explained to me that the extra payment made was applied to the 8/17/22 bill. I told the rep that was not the plan, and we were told the payment would be refunded. He then told me that it could not be refunded because the payment was past, and the next payment was due on 1 Aug 22, that the new bill was generated on 1 Aug. I replied that I get my statements electronically and the bill was due on 8/17/22 not Aug 1, and that my Aug payment was not past due. I requested some type of resolve for their error in not returning the extra payment and they denied state again the extra payment was applied on 1 Aug when the bill was not due until 17 Aug. These issues caused me to have other services shut off, having to pay a higher cost to restore a service. #**********

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Pulse Power Account number: ********** Problem ongoing since June 2022 My contract with Pulse power ended May 11, 2022. First of all contracts should be unenforceable in Texas. Beyond that, here is what happened. I used the website choosetexaspower and they enrolled me without my express consent into a **** Energy plan. I didn't want that so I tried to switch back to Pulse Power. I called pulse power and they returned my call after almost 2 weeks (red flag here). After about 3 more weeks of running around, a supervisor from Pulse Power told me they can't take my account back because I don't have a contract with them. So I signed up for a proper plan with **** Energy and forgot about it - this was around mid-July. Now end of August suddenly without my express consent Pulse Power switched me back to them, without a contract charging me almost 23 cents pkwh. When I tried to call them they didn't return my calls for almost a week. After that I told them that I will never do business with their company and I told them they have to give me the 16 cents or whatever their cheapest rate is. I spoke to a supervisor (I think his name is Juan) 3 times over the course of a week and he was pressuring me into signing a contract so I can get the cheaper rate. Finally on September 6th he told me that he will escalate my issue to a higher manager level and that I will hear back within 24 hrs. Here I am on Friday Sept 9, 2022. Now I am talking to another supervisor ****** and she is telling me the same thing. There is no accountability. I want the CEO of the company to intervene and resolve this matter. Ms. ****** is telling me to wait a few more days and I am sure by that time they are going to come back and tell me that it is not possible to give me the cheaper rate. They initiated this transfer and now I am left with holding a huge electricity bill. Lately They have taken the money from my credit card account and that too in a matter of a few days. This is ridiculous. I need help

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 2 different bills shown below and in my screenshot it shows that my fixed rates were supposed to last for years however they are claiming to have sent a renewal that I never received by email or mail. The company never called to inform me and just continued charging me. Even after calling to see what I could do to back Date it at least for the month of July to have it changed to a fixed rare as a convenience they denied doing it and still continued to charge me extra. The company had me on hold for 4 hours and then hung up on me never providing a solution even after years of business with them. I only asked them to fix that one month and they wouldn't help. I paid the $619 but will not pay the $500. I want a reimbursement for half of the $600 and to dispute the $500 bill, make sure it is not on my credit. I'm a single mother struggling to get everything paid and they do not care. Paid, would like to look into getting a credit of at least half of this amount that I already paid. Service Period: 06/23/2022 - 07/25/2022 Amount Due: $619.84 Due Date: 08/12/2022 Dispute, have not paid switched company and want make sure it is not placed on my cedit. Service Period: 07/25/2022 - 08/17/2022 Amount Due: $517.10 Due Date: 09/06/2022

*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. ↩