Cheryl
Not quite sure who to blame *** 2nd UPDATE***
***UPDATED AGAIN!*** Unfortunately, I thought this was resolved...Spoke with rep as mentioned previously and was promised a credit of $600+. Received a refund check in the mail for only 1/2 the amount. I waited another month thinking that the remainder may be applied as credit on my electric bill. But no, nothing. However, in that month I did get charged another "adjustment fee" of over $200 once again. So now, they over me that credit as well. I emailed rep I was working with and *crickets*. No response. I emailed again, no response. I called and spoke to another rep who assured me she would handle it and, you guessed it, no further response. So I called AGAIN today, had to speak top yet another rep who said she would escalate it to her supervisor (but yet would not let me talk with her supervisor). So... we'll see. ***UPDATE*** After this review, I was immediately contacted by a customer service representative at LifeEnery. They were more than willing to listen to my concerns and work with me. After speaking with the rep and sending him my correspondence with the broker at PowerLower, it was quite obvious that I was given misleading information. LifeEnergy allowed me to cancel my contract without penalty and also worked with me to establish an appropriate refund for the overcharges. Once they were aware of the problem they looked to resolve it head on and without runaround. ***ORIGINAL POST*** Not quite sure who to blame. I own a business and was contacted by a company called PowerLower to change our energy supplier to LifeEnergy. I field a lot of these energy calls and am always on lookout for a good rate. Quoted us a 12 month fixed rate of .064 per kW which I should have figured was too good to be true. I had a full email exchange with rep who ASSURED me that there were no hidden fees or charges and that my bill would only include my local delivery charges plus my supply charge of used kW x .064 (and taxes). So I singed up. Sure enough, I receive my first bill and there is a $823.81 "adjustment" charge included. I tried reaching out to sales rep at PowerLower through multiple emails and voicemails to no avail. He finally returns my call today (3 WEEKS LATER) and told me that the "adjustment" charge was an additional NITS line cost that LifeEnergy charges per kw and that it is a variable rate! Once again, I was told that there were no hidden fees, charges, additional costs. In writing- I have all the emails saved. He actually said, "Well I'm new here and I thought it was a single rate. I'm still learning how things work." Such BS. He then said there was nothing he could do and told me to reach out to LifeEnergy myself. I reach out to LifeEnergy and was told someone from the business account dept. would have to call me back. So I am awaiting a phone call from them. In the meantime, another billing cycle has passed and I get hit with another "adjustment" charge. I've been swindled out of over $1,000 in a two month period of time by lying and manipulative sales tactics.
Response from LifeEnergyApr 8, 2019
Cheryl – we apologize for the experience you had with one of our brokers. Please email us at [email protected], so that we may refer your account to our internal commercial team.