Sunwave gas+powerReviews of gosunwave.com

Response from Sunwave gas+powerJan 10, 2018

We are sorry that you have not had a good experience with Sunwave. We recently launched new products that are priced very competitively. It is explained in the product description that you must qualify for the product and that you are submitting an application. There is absolutely no intent to bait, but to offer consumers with superior load profiles a better price. In fact, reward consumers for their load profile. In order to qualify you must have a load factor equal to or greater than 67.5%, we explain how load factor is calculated and that it is based on your actual consumption history. We will look to refine and improve our communication in order to improve your customer experience.

Response from Sunwave gas+powerJul 10, 2017

Dear Micheal S., We have reviewed your account. You received 3 notices regarding your renewal, the first was a renewal notice sent via U.S. Postal Service this notice was followed by two additional email notifications informing you about impending/actual price changes to your account (chronology below). You had time to consider our renewal offer and to select from any other available terms and prices offered by Sunwave (with the exception of another 4 month introductory offer). Your renewal offer was below the utility default rate for a term that we thought offered the best combination of price and term given wholesale future energy prices at the time. Sunwave devotes considerable time and effort to presenting well considered renewal offers with the flexibility to choose from additional alternate offers. Regarding the exit fee, our records indicate that our customer service representative had challenges communicating to you that our cancellation fee would be waived as they were interrupted and you made your request for escalation to a manager. We thank you for your feedback and will continue to work diligently to refine and improve our customer experience. Chronology: 09/29/2016 - signed up for 4 month introductory rate 10/05/2016 - first date of flow (contract end date 02/26/2017) 01/04/2017 - renewal letter mailed via U.S. Postal service 01/18/2017 - email notification sent notifying you of impending rate change 02/27/2017 - renewal rate became effective 03/08/2017 - email notification sent informing you that your price had changed effective 02/27/217 07/06/2017 - Sunwave received a drop request via your local utility

Response from Sunwave gas+powerApr 13, 2017

We apologize if we have failed to meet the standard of service you came to expect after multiple sign-ups and renewals with Sunwave. Bait& Switch is a tactic used by many of our competitors where a low introductory offer is followed by an exorbitant renewal offer, it is not a tactic employed by Sunwave. We have chosen to stand out from our competitors by offering competitive and fair prices each time a customer contracts with us, regardless of whether or not it is a new or renewal contract. We appreciate that market prices can rise unexpectedly and if this happens coincident with your renewal period you may feel that there is an unsavory tactic being employed. Flexibility and choice are very important, it is for this reason that we make multiple terms and prices available on our website in addition to the renewal offer sent directly. Regarding your cancel/drop being delayed, we have verified that your drop was processed and completed on the first day of the first available bill cycle following the date you requested Sunwave to cancel your account.

Response from Sunwave gas+powerMar 3, 2017

We take pride in our customer service with the philosophy of always doing the right thing. If there has been a breakdown in our internal systems we apologize. Our goal is to respond to inbound correspondence or messages (in the case where you cannot get in touch with a live operator) within 24 hours of receipt. We are committed to a process of continuous improvement. We appreciate your feedback.

Response from Sunwave gas+powerMar 3, 2017

We apologize for the poor experience you had in signing-up with Sunwave and the subsequent communication with our customer service team. At the time you signed up with Sunwave we were completing a major implementation and change in our back-office system that manages the electronic data communication with each utility. We had a number of unanticipated challenges that caused some enrolments to be delayed. In each case where there was a delay in enrolment the customer was contacted and offered a full refund for the affected bill period(s) in lieu of accepting the delayed start date.