Complaints

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

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• 

  Pulse Power, LLC

  909 Fannin St Ste 3500 Houston, TX 77010-1034

• 

  Pulse Power

  PO Box 734377 Dallas, TX 75373-4377

• 

  Pulse Power

  PO Box 734377 Dallas, TX 75373-4377

• 

  Pulse Power

  PO Box 734377 Dallas, TX 75373-4377

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/11/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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. 

• Initial Complaint

  Date:12/01/2022

  Type:Order 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.

  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

  Date: 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

  Date:11/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/16/2022

  Type:Service or Repair 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 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

  Date: 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

  Date:11/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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