ComplaintsforSpring Power & Gas

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 22nd, a sales representive for Spring Power approached my door, but did not disclose they were a sales representive. They mentioned that they were there from "the power company" and had to update something. He talked fast, and knew I had recently moved to the location, since there was a "reserved for moving" sign in front of the parking space in front.He only asked initially for name and phone number, so I didn't back away at this point. He then needed me to log into my electric account, which I did. I realized I was never told what I was supposed to do, and then he took my phone and took a picture. This was another point where I should have stepped away, but I didn't because I was tired and this was happening fast.At this point he began doing paperwork on my phone and asked me to sign. He gave an "overview" of each part, but none of it talked about me switching supplier. He had me sign portions, but didn't let me read it, which again, red flag, but I was tired. Then he was coaching me on what to say in a phone call, and I started to get wise. When the phone call asked if I wanted to confirm that I wanted to switch to Spring Power, I was like "what" and the salesman got ******. He said that they were the replacement company, so I had to do it. I told them know, and he said they would be back, and screamed "WASTE OF MY ******* ****" and ran off.

  Customer response

  07/23/2024

  Better Business Bureau:
  
  The business called me in response to my complaint ID ********, and stated that I have been added to a do-not-knock list and a do-not-call list, which is sufficient for me, so I consider this matter resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just contact my BGE provider and they told me my account was compromised with a third party that was Spring Power and Gas, and they were charging me 0.16 per kw from march 11 of 2021 to last month of march 2024 and the worst thing is that I did not know.I just realized that my bill was coming too high specially in the last months thats why I called my provider, I have never give any authorization or information to this third party ( Spring Power and Gas) I have never accept their services and I want an answer to this situation

  Business response

  04/23/2024

  Spring Power & **** (Spring) enrollment process is designed to prioritize customer protection and ensure transparency regarding the switch to Spring for supply service. To complete a sale customers must complete a recorded third-party verification call where they accept key terms of service and acknowledge that the switch to Spring Is voluntary.
  After receiving this complaint, a member of our supervisory team reached out to the customer and was able to confirm that the enrollment was authorized by the account holder who accepted the terms of enrollment,enrolling into a variable rate plan. Per the customer's request, ********************** has since submitted a request to cancel this account. Per utility rules and market guidelines, this account will close with Spring on April 24, 2024. Both Spring and the customer consider this matter as resolved. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approached by Spring Power last year about changing my electricity. I signed up but immediately canceled because I felt uncomfortable with the company. I have since been called at least once every business day asking to come back. I have asked repeatedly to not be called, and I continue to be harassed by the company. I know the whole company is a grift, but I would ask that they respect my wishes to not be called.

  Business response

  04/12/2024

  Thank you for bringing this matter to our attention.  As part of our customer loyalty efforts, our team has reached out to you by phone to discuss your account, but you could not be reached. 
  Upon speaking with you, we promptly honored your request to be placed on our internal do-not-contact list. We apologize for any inconvenience caused by the previous calls, and we assure you that your preference will be respected moving forward.

  
  If you have any further concerns or require assistance, please don't hesitate to contact us at ************** and ask to speak with a supervisor.Alternatively, you can reach us via email at ******************************.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spring Power & Gas charged me $80 more than what PSEG would have for the same service. Instead of a $170 fee, they charged me over $250. This is not by any means a reasonable difference between providers for the exact same services. This is an aboslute scam and I would like to warn other users about this company devoted to stealing from honest consumers.

  Business response

  04/11/2024

  Spring Power & Gas (Spring) considers this matter resolved.  After the receipt of this feedback, our team member contacted the customer to address the charges.  Based on the team members feedback, we have confirmed the changes in energy usage.  We have also explained the difference between supply and delivery charges, which seemed to be the key issue. The customer was provided with our contact information in the event that there are other questions.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  One of the employees of this company came to my door telling me I needed to switch energy providers as our complex was requiring it. He then asked to see my electric bill and went onto my account and switched over my energy provider to this company. I have now received 2 bills that have displayed triple the amount of energy I typically use. My bill has shown I have been using almost 3000kwh, which is impossible in my apartment. This company is not legit and needs to have their rating as F. I will be speaking with my lawyer to see how I can get this company shut down or at least pay settlement. Many people have the same exact story as I do.

  Business response

  03/28/2024

  We apologize for any inconvenience you experienced. At Spring Power & Gas, our enrollment process is designed to prioritize customer protection and ensure transparency regarding the switch to our supply service. To complete a sale, customers must undergo a recorded third-party verification call where they accept key service points with Spring.
  Upon receiving your complaint, we conducted a comprehensive review of your account. Despite our repeated attempts to contact you, we have not been successful in establishing communication. Your complaint mainly revolves around the recorded usage billed by Spring. However, after our thorough review, we found that the total combined usage billed by Spring during the period of your account's activity does is far less than the reported 3000 kWh.
  While the utility is responsible for recording usage at your service address, we are eager to assist you further. We encourage you to contact us at your earliest convenience so that we can conduct a thorough review of your account and address any concerns you may have.

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have not received a refund for my bills. They stated that the kWh numbers I provided were false when they are true. I can present my bill sent to me by pepco and show the reading of the meter

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business response

  04/16/2024

  Upon reviewing the meter reads provided by the utility and from copies form the bill sent by the customer, it appears that there may be discrepancies between the described usage and the actual usage recorded for the combined billing cycles. Our customer service manager conducted a thorough review of the billing details during the follow-up call and confirmed that your billing was accurately aligned with the usage meter data provided by the utility.

  In light of this, the customer was encouraged to reach out to the utility directly to verify the meter data and address any concerns you may have regarding your usage.
  The customer has been encouraged to contact ********************************************* & Gas at **************, should there be any further questions or require additional assistance. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rep presentative Said she worked for Peco but she actually works for Spring and Gas.

  Business response

  02/01/2024

  We regret to learn that your encounter with ** was less than satisfactory. At Spring Power & Gas, our sales teams adhere to a policy mandating that an identification badge is worn to designate them as representatives of Spring. Spring does not enroll a customer without explicit consent, which involves the customer providing authorization and undergoing a third-party verification (***) process.

  Throughout the verification process, customers are prompted to acknowledge, through a Yes/No response, their consent to proceed with enrollment. The *** process is designed to reconfirm all essential service details, explicitly emphasizing a statement disclaiming any affiliation with the utility provider. At the point of sale, customers receive a welcome pack containing the terms of service and a comprehensive cancellation policy.

  We genuinely value your feedback and would like to learn more about your experience. Please reach out to us promptly at ************** and request to speak with a supervisor. Your insights are crucial to enhancing our services, and we look forward to addressing any concerns you may have.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved here from AZ and was approached at my home a couple months ago by someone from Spring Power & Gas who advised me that i had to choose a company for my suppler for electricity. He advised me that they could provide service for ************************************************ until i cancelled service. All went well first month. I recently received my bill and was a bait and switch where i'm being charged 15 cents a kilo and being told that i was never promised as stated originally and as confirmed when i agreed over the phone with agent in my home and agent on phone to confirm what agent at my home was telling me. They refused to change my service to what was promised and i cancelled my service. They are complete scammers and will not allow me not to used them again but of another month trapping me to pay them again for their bait and switch! you need to put a stop to these people they're taking advantage of us elderly people on SSD and robbing us blind. Please help me!

  Business response

  12/22/2023

  We regret hearing about your experience and acknowledge your frustration with the ongoing increase in energy prices due to global demand.Although we cannot control this global trend, we are dedicated to assisting customers in managing their energy costs.
  To ensure transparency, all customer enrollments undergo verification by an independent verification team (***). During this process, an enrollment will be automatically rejected if a customer does not agree,expresses uncertainty, or decides to change their mind. The *** process reaffirms all key service points, including a statement confirming no affiliation with the utility.
  We are pleased that we were able to address your concerns over the phone and encourage you to reach out to us at **************, Monday to Friday from 9 am to 6 pm, if you have any further concerns.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Someone by the name of *********************** came to my door acting as if he was a BGE employee when he works for a company called the Spring Power &Gas he enrolled me into something that he did not explain to me and I was unaware that he enrolled me into a different gas and electric supplier and I am filing a complaint because what he did was a scam he stated to me that BGE is giving out free light bulbs ************************** ******* and a $50.00 credit on my BGE bill .

  Business response

  10/30/2023

  We apologize for the inconvenience you experienced and appreciate the opportunity to address your concerns during our recent phone call. As per our discussion, your enrollment with Spring Power & Gas has been canceled as requested.

  At Spring Power & Gas, our representatives wear ID badges clearly stating that we are not affiliated with any utility company.They also don ********branded jackets, hats, and polos. Additionally, all customer enrollments undergo verification by an independent third-party,detailing the key aspects of our variable-priced offer. To proceed with enrollment, customers must acknowledge these vital service points during the verification call, including information confirming our lack of affiliation with any utility company. Any deviations from these guidelines are thoroughly investigated by our compliance team.

  Our enrollment process is meticulously designed to offer clear indicators of an enrollment with Spring Power & Gas. Your feedback has been promptly relayed to our sales managers for an immediate review. Should you have any further concerns, please feel free to contact us at ************** and ask to speak with a supervisor.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Two men came to my door the first guy named ******* said he was from BGE and he had to check my meter because the bill was too high. Then be turned around and said he sent notices to my address but no one answered. I really didnt think anything by it. I had my three small kids running in the background making noise and my husband wasnt home..They asked me if my bill was too high and that I needed to transfer to them to lower my bill. Again, I wasnt really sure what what going on. I showed them the account with BGE and they enrolled me. I had a voice verification and the other guy that was with him made me put it on speaker. Once I had a moment to think about what happened I googled the company and saw it was a scam. I immediately tried calling the customer service number but no one would answer it. This is a scam and I needed my account to be canceled. Also my BGE was in my husbands name and he wasnt home so how can they transfer me over without his consent. I need this to be resolved. I dont want this company and why would they lie and say he was with BGE? I have surveillance footage to prove this. Im also disabled and they could tell and they used that as their leverage..

  Business response

  10/23/2023

  
  We apologize for your unpleasant experience. Your concern was promptly forwarded to our sales team for a thorough review.
  As a matter of policy, all Spring Power & Gas sales representatives are required to wear an ID badge that clearly identifies them as part of our team. We take the security and trust of our customers seriously,and our enrollment process is designed to provide clear indicators that it is a request to enroll with Spring for supply services.

  Upon receiving your complaint, we launched an immediate investigation into these claims. Our records indicate that one of our customer service representatives was able to contact you on the next business day to address your concerns. This timely response was due to your attempt to reach us outside of regular business hours.

  If you have any further concerns or require assistance,please feel free to contact our customer service at ************** during our business hours, which are Mondays to Fridays from 9 a.m. to 6 p.m. We are committed to resolving any concerns that you may have.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They set up an account for me with their company without my authorization and are still trying to bill me. They havent sent the bill, but they said Ill owe one

  Business response

  10/05/2023

  Spring Power & Gas has investigated this claim and has found that this account was canceled within the rescission period at the request of the account holder.  This request was made via a phone call to our customer service team, one day after enrollment was submitted. This account was canceled without penalty and is not active.This account was not billed by Spring Power & Gas.  As a courtesy, this account has been placed on an internal Do not contact list. 

*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. ↩