Business Profile

Electric Companies

Pulse Power, LLC

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Complaints

This profile includes complaints for Pulse Power, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

61 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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Submit a Complaint

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:05/13/2024
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.
As many previous complaints have stated we were affected by the software switch by Pulse Power. We then received a bill for $700+ (and no way to confirm accuracy as no bills were added online for that time frame) which most people know that is a hard hit to family in this day. We continued to get invoices and we continued to pay. I did reach out and was told no late fees would be applied. In March of 2024 we cancelled our service and then received a final bill in the amount of $1200. I have reached out to Pulse Power in attempt to get a payment plan as I do want to pay my debt. I was told they could not set up a payment plan because the account was closed. I understood and asked if I could get more time to pay the account before they send it to collections which ultimately was unsuccessful. I am trying to make it right and pay but they are doing zero to help especially since I am in this predicament because of their software switch. I have no problems paying the balance but some help for their s**** up would be great.
Business Response
Date: 05/16/2024
May 16, 2024

BBB Dispute Resolution Team
*****************************
*******, Texas 77027

Customers Name: ****** ****
Complaint ID #: ********
Account Number: *******

To whom it may concern,
Pulse Power received complaint #******** from customer ****** **** on May 13, 2024. Our records indicate that Mr. **** completed an enrollment with Pulse Power on February 2, 2023, online. During the enrollment,Mr. **** provided his consent that he understood and agreed to the terms of service,including our billing and payment policies.
Pulse Power underwent a system migration in September 2023. Pulse placed a banner on its website on September 29, 2023, letting customers know of the system migration. In October of 2023, Pulse Power validated the system migration and began invoicing in the new system. Please be aware that disconnections and late fees were suppressed beginning two weeks in advance of the cutover and continued through the end of January. Nevertheless, Pulse Power generated Mr. ***** invoices on time as he was not impacted by any delay in his invoices. Pulse Power refutes the allegations that Mr. ***** account was not being billed per the terms of the service. However, Mr. **** did see an increase in his monthly invoices due to his contract expiring in February of 2024, therefore he was billed at the real time market rate. Additionally, Mr. **** was submitting partial payments to Pulse Power resulting in the remaining balances being carried over to the following month.
Mr. **** contacted Pulse Power on May 10, 2024, to request a setup of a payment arrangement for their outstanding balance totaling $1,166.53. Mr. **** noted that they were only able to make a payment of $100 toward the deferred payment plan (DPP). The customer service *** transferred the customer to a ********************** supervisor in order to review the customers DPP options. The ********************** supervisor informed Mr. **** that because his account had been canceled as of April 22, 2024, Pulse would not be able to set up a payment arrangement. Pulse Power informed Mr. **** that after the account is closed if the balance is not paid off within 1-2 months, the remaining balance would be sent to collections. However, as a courtesy, Pulse Power advised ******* that we would request an extension on his account being sent to collections.
As of May 15, 2024, Pulse Power has approved the extension of sending Mr. ***** account to collections until after June 30, 2024. If there is a remaining balance after that date, the outstanding balance will be subject to be sent to collections. Mr. ***** account is canceled as of April 22, 2024.Once the outstanding balance is paid in full 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 **************************************

Best regards,
Pulse Power *********** Team
Customer Answer
Date: 05/22/2024
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.]

Regards,
Initial Complaint
Date:04/19/2024
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.
I am writing to express the latest reason for my extreme dissatisfaction with this company, Pulse Power. Ever since I moved to Texas I can say that my experience with the utilities here have been extremely lackluster.From technical incompetence to draconian disconnection measures with no flexibility in terms of choices for paying back what's owed.The technical incompetence is what led to this problem. A while back Pulse Power performed a system upgrade on their online website/system and it was impossible for me to be able to migrate to the new system and use the new account.I called ********************** and they gave me or pointed me to instructions but I was not able to successfully migrate to the new system. I don't remember exactly what happened on the phone but I do know that I was not able to get on the new system.Thus, I was not able to pay my bill. I am a very busy person and unless things are already working or there is a path towards a solution it's very easy for me to forget about things in the wake of every day work struggling in a failing economy.I was finally able to get on the new system a month ago or so, and then I started to pay my current monthly electric bills in order for the amount due to not keep going ******** I got a disconnection notice and no where in the notice was anything about setting up payment plans. I called and on the phone I was told the only option was to pay half of the total bill now, and then the future bill would be split into 5 monthly payments added on my bill.There is no way I can pay half the bill by the 29th as after I pay all my bills I have very little or no money left over thanks to this economy.The person on the phone said there is no other option so I tried to make a virtual card with one of those loan companies that will loan you money on a virtual credit card, but it was a no go.I can tell you that I will probably be leaving Texas because I'm sick of the clusterfudge that is the utility companies here.
Business Response
Date: 04/29/2024
April 29, 2024

BBB Dispute Resolution Team
*****************************
*******, Texas 77027

Customers Name: **** ********
Complaint ID #: ********
Account Number: *******

To whom it may concern,

Pulse Power received complaint # ******** from customer **** ******** on April 19, 2024. Our records indicate that the customer completed a Renewal on December 21, 2021, Online and agreed on a 36-month term contract.
Our records do indicate that Mr. ******** contacted Pulse Power on February 14, 2024, because he had accumulated a high balance and did not want to be negatively impacted by the credit reporting agencies and wanted to advise that he will be paying off his balance once he receives the funds to do so, which would be within the next 10 business days. Pulse Power did confirm that Mr. ********* account was not at risk for disconnection of services at the moment and provided Mr. ******** the amount due of $855.89, advising this was due to (4) unpaid bills. The customer also informs ********************** that he had created his customer online portal (1) week after ********************** upgraded systems. The customer was able to confirm that he was now able to see his usage and invoices.
On March 25, 2024, Pulse Power generated and sent an invoice,and had not yet received a payment from Mr. ********* This invoice reflected a total amount owed of $976.23 with a due date of April *******, this invoice included the previous balances and no late fees.
On April 19, 2024, Pulse Power sent out a Disconnection Notice for an amount due of $976.23, due to no payment received to the account.The Disconnect date of April 29, 2024, was listed. The disconnection notice does reflect useful information such as asking the customer to call us back to discuss payment plan arrangement along with possibly securing payment assistance from State and/or federal energy assistance programs.

Our records do indicate that Mr. ******** did contact Pulse Power on April *******, after the customer received communication regarding the Disconnection of Services due to nonpayment. Mr. ******** was offered to set up a Deferred Payment Plan arrangement to prevent disconnection of services by making payment of 50% the past due balance of $976.23 and setting up (5) installments of the remaining balance to appear on his invoices. Terms and conditions were read out to the customer and ********************** received verbal agreement; however,the payment was not successful, and Mr. ******** was to call back to complete the payment arrangement.
On April *******, Pulse Power attempted to reach out to *********** in efforts of completing the deferred payment plan to prevent interruption of services and left a voicemail. Mr. ******** returned our call and was able to protect his account by completing the payment arrangement (Deferred Payment Plan) Pulse Power accepted payment of $242.19 and placed the remaining balance of $726.56 in a deferred payment plan of (5) installments of $145.31, the written agreement was emailed to the customer.

We hope that this response has provided a resolution to your concerns. Reminder, the customer may also contact ************************** and apply for Utility payment assistance programs offered by the State of Texas. If you have any further questions, please contact us at **************************************

Best regards,

Pulse Power *********** Team
Initial Complaint
Date:03/09/2024
Type:Billing 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.
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
Date: 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 Answer
Date: 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
Date:03/08/2024
Type:Billing 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.
We have made two payments that have not been credited to the account. We have provided proof of payment from our bank and still no credit for our payments.
Business Response
Date: 03/19/2024
March 19, 2024

BBB Dispute Resolution Team
*****************************
*******, Texas 77027

Customers Name: **** *****
Complaint ID #: ********
Account Number: *******

To whom it may concern,

Pulse Power received complaint #******** from customer **** ***** on March 08, 2024. Our records indicate that Ms. ***** completed an enrollment with Pulse Power on June 3, 2022, over the phone along with a third-party broker. During the enrollment, Ms. ***** provided her consent that she understood and agreed to the terms of service, including our payment process.
Our records indicate that Ms. ***** called Pulse Power on January 30, 2024, to confirm that the payment she made to us on December *******, was received. Pulse Power confirmed that we had not yet received her payment, but we opened a case (#********) to request that our billing department locate the missing payment. On March 2, 2024, Pulse Power emailed ******** requesting proof of her missing payment because we were unable to locate the payment./

On March 8, 2024, Pulse Power was able to locate five (5)payments that Ms. ***** has made to us since October 2023, totaling $833.17.Our records indicate that Ms. ***** was submitting the bill payments through her bank with the incorrect account number ********** ********************** applied all the missing payments to Ms. ****** active account ********** ********************** attempted to call Ms. ***** the same day to inform her that the payments were located, and it was noted that she was submitting them to her previous inactive account. ********************** was unable to reach Ms. ***** but we did leave a voicemail providing her the update. Additionally, Pulse Power emailed Ms. ***** on March 8, 2024, informing her of the correct account number and mailing address to remit any future bill payments.

Pulse Power attempted to reach out to Ms. ***** on March *******, to again attempt to provide her with an update on her account and that her account now has a credit balance of ($375.50). However, Ms. ***** was unresponsive to our call attempts. We apologize for the delay in locating the missing payments and any inconvenience this may have caused Ms. ****** To avoid any delay in applying for any future payments, Ms. ***** may make any payments through our customer portal, over the phone or she may remit payment to the account number and mailing address below:
Account Number: *******
Mailing Address: ******* ******
****************-4377

We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at ****************************************************************

Best regards,
Pulse Power *********** Team
Customer Answer
Date: 03/28/2024
[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. I would like to note for the record that Pulse Power reached me and stated that they had a system upgrade which caused the issue. I had previously requested that the old account be closed and had updated the account number on my payments as was confirmed by Pulse Power.
Initial Complaint
Date:02/10/2024
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.
I have contacted this company via email and by phone calls since November stating i have not received a bill for my electric bill. I was told its been escalated and has neen requests that a bill be generated. I waited nothing. Call again in December i was told the same thing as the previous month. I asked them how do tou expect someone to a an outrageous bill when your company is at fault for not send bills to their customers. I was told you can setup a payment plan.i shouldn't have to set anything up when the company is the reason for no bills and *** continued to call them about my bill and get other excuses. As you can see 3 months later they decided to send a bill totaling almost a 1k dollars. They do not give you an option to apply credits to the account to prevent this. I shouldnt be penalized for something a company is responsible for. I was my balance forgiven and my contract canceled bc this is the worst company ive ever dealt with.
Business Response
Date: 02/16/2024

February 16, 2024

BBB Dispute Resolution Team
*****************************
*************************************

Customers Name: ******** *****
Complaint ID #: ********
Account #: *******

To Whom it may concern,

Pulse Power received complaint #******** from ******** ***** on February 10, 2024. Our records indicate that Ms. ***** completed an enrollment with Pulse Power on July 15, 2022, online. During the enrollment, ******** provided her consent that she understood and agreed to the terms of service, including billing and cancellation policies.
In the review of the account, ********************** determined that Ms. ***** began contacting us by phone and email in December 2023 regarding the delayed invoicing. We apologize for any inconvenience that this may have caused Ms. ****** Pulse Power underwent a system migration impacting Ms. ************* November, December, and January invoices as Pulse validated the system migration and began invoicing in the new system. As a result, this balance due was not available within the customer portal for Ms. ***** to process an early payment. Because of this, the usage periods between September 06, 2023,to January 06, 2024, were included in the February 9, 2024, invoice. Please note that Ms. ***** was 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 January. Nevertheless, Pulse successfully generated and sent Ms. ***** an invoice on February 9, 2024.
Pulse Power called Ms. ***** on February 13, 2024, to offer her a deferred payment plan (DPP) and apply a courtesy credit to her account.However, Ms. ***** declined the offers and stated that she processed an enrollment with a different provider scheduled to cancel her Pulse agreement on February 19, 2024. Ms. ***** may cancel her agreement with Pulse Power at any time. Nevertheless, per the terms of service, she will be subject to an early termination fee of $125. Once the final balance, including the early termination fee, is paid Ms. ***** 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 ****************************************************************

Best regards,
Pulse Power *********** Team
Initial Complaint
Date:01/05/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:12/28/2023
Type:Product 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.
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
Date: 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 Answer
Date: 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
Date:12/03/2023
Type:Billing 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.
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
Date: 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 Answer
Date: 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
Date:11/22/2023
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.
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
Date: 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
Date:11/20/2023
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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.

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