Complaints

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:05/07/2025

  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.

  On 02/28/25 I was sent a referral link to sign up with OhmConnect so I did . Well I ended up having issues with connecting my PGE account and I'm not sure if it had anything to do with me being in the process of moving. Well after I had moved and was settled in I had forgot all about it. I then remembered once I had checked my email and received a email saying to connect my utilities account so I did. Now I understand that they have a two week review period for whatever reason. But I was told since I had signed up in February even though I didn't connECT PGE until end of April the two week period didn't apply to me. Well it's been beyond that point. Not to mention I had earned almost 1800 in points for saving energy and was moved up to Gold member then the next thing I know almost 900 points were taken away and I'm no longer Gold that's not right I totally understand that everyone makes mistakes nobody is perfect as myself I make mistakes to The bottom line is weather it was a mistake or not they were issued so therefore they should have been left alone and whoever made the mistake will obviously learn from it and be more careful don't go and take them away from me like that that is not okay. So with that being said they had plenty of time to review so myself and the person who referred me deserves to have our reward now not five days later.

  

  Business Response

  Date: 05/12/2025

  Thank you for taking the time to share your experience with the Better Business Bureau. We appreciate the opportunity to address your concerns and clarify a few key points, and were happy to assist further wherever possible.
  
  According to our Referral Program Terms and Conditions, all referrals must connect their utility within 90 days of clicking a referral link in order to qualify. Since you mentioned signing up in February but connecting your utility in May, its possible that this 90-day window may have expired. That said, we completely understand how hectic moving can be, and wed love the opportunity to review your account more closely.
  
  Wed also like to clarify that the two-week verification process applies to all referred members and begins once a utility account is connected, as we need usage data in order to verify eligibility. This process helps ensure rewards are distributed fairly and securely for everyone.
  
  If your referral was marked ineligible due to timing, our team is still more than happy to take a second look, especially considering your situation. Please feel free to reach out to our *********** so we can investigate further and determine the best way to support you. You can reach us by emailing *****************************************************.
  
  Regarding your concerns about the change in your member status and point deduction, wed be happy to review that as well. A helpful way to view your OhmConnect ***** balance is as a starting point of zero. You dont need to pay to participate in events, and your balance increases when you save energy. If you use more energy than expected during an event, your balance may decrease. These fluctuations are normal, and there are never any penalties or charges.
  
  We also offer support features for situations like this, including the ability to opt out of events or request forgiveness for negative results. If thats something youre interested in, wed be glad to walk you through it.
  
  We hope this helps clear things up a bit. Please dont hesitate to contact us directly so we can assist further. We appreciate your patience and look forward to supporting you.
  
  Best,
  
  OhmConnect 

• Initial Complaint

  Date:02/12/2025

  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 signed up for a free ohm connect plug to help save on energy costs. Sign up said as long as I plug in and connect it to to an online account I wouldnt be charged. My account shows the items as connected since the day I got it yet they just charged me for the device.

  

  Business Response

  Date: 02/20/2025

  Good morning, Melisandra,
  
  Thank you for sharing your experience with the Better Business Bureau. We appreciate the opportunity to clarify the terms of this promotional offer and find a solution. 
  
  When looking at your OhmConnect account, I see that an OhmPlug does not show up as a linked device under the 'My Devices' section. To clarify, after the device has been linked to your OhmPlug app, the final step is to make sure it is also linked to your OhmConnect account.
  
  The reason you were charged $11.99 for the OhmPlug is because the device was not linked to your account within 30 days of delivery. As outlined in the Smart Device Offer Terms in paragraph 2 of the Introduction, if you select the smart plug or smart thermostat, you also must connect your smart device to ******************** within 30 days of delivery, or you will be charged the full purchase price for your selected smart plug or smart thermostat plus applicable sales tax (less amount already paid). You are welcome to review the Smart Device Offer Terms, included below: 
  
  *************************************************************************************************************;
  
  Please dont hesitate to let us know if you would like assistance with linking your OhmPlug to your OhmConnect account. Our team of in-house device experts would be happy to help.
  
  We value the feedback that you shared about this process. As such, we have gone ahead and removed the $11.99 charge for the OhmPlug from your account. Please know that it can take 5-10 days for the refund to reflect in your account. You will receive a confirmation email once we initiate the refund. 
  
  If you have any additional questions about this promotional offer or how your OhmPlug can be automated during your energy-saving events, please reach out to us at *****************************************************. 
  
  All the best,
  OhmConnect 

• Initial Complaint

  Date:02/10/2025

  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.

  OhmConnect is a business that asks to be connected to your energy account to be allowed to monitor your electricity usage. Their advertising language claims that they will give you points (redeemable towards gift cards) for using less energy than usual within certain time windows, and moreover they claim that they will give you a $20 ********* gift card IMMEDIATELY AFTER signing up for this data-monitoring. Well, I signed up for them back in December 2024. Instead of immediately providing me with a gift card as promised, they sent me an email on December 13th, telling me that my gift card would be sent to me "within 30 days." That already constitutes a breach of contract. However, even though today is February 10th, I have still not received the promised gift card. I contacted the customer service and they claim that this gift card is issued 30 days after "the client is FULLY ENROLLED" and allegedly a client is only considered to be fully enrolled after another 30 days have passed since sign-up. The problem of moving goal-posts, as you see. There is a huge difference between promising people immediate gift cards, then claiming that they will arrive within 30 days, and then adding another 30 days to that waiting period. This business is fraudulent and they are basically promising people seemingly good gift card deals to dupe them into sharing their energy usage data, and God knows how they are using it.

  

  Business Response

  Date: 02/28/2025

  Good morning, Simge, 

  Thank you for reaching out to the Better Business Bureau. We appreciate the opportunity to clarify how OhmConnect works, the terms of this promotional offer, and our privacy policy. 

  To start with context, OhmConnect is a Demand Response program, we respond when the energy grid providers predict that the grid will be stressed! ?The energy grid providers will let us know their time of need and we dispatch our members to use less energy and prevent further stress and the use of fast-acting power plants that are bad for the environment. 

  Your goal during your events will be to use less energy than you usually use, which we calculate using the historical data provided via your smart meter. You will earn ***** for each of your events based on the amount of energy you save, which you can spend in the Rewards Marketplace to redeem for gift cards, prize entries, devices, and even cash!

  Next, regarding the $20 ********* Gift Card, in the Offer Terms for this promotional offer we do specify to allow at least 30 days for the gift card to be delivered to you. Ive linked the Offer Terms below:

  *************************************************************************************

  These details are outlined in the Offer Terms under "Step 5:

  "Become an Active OhmConnect User: You must complete a qualifying activity to become an active user before the end of the Promotional period and within 30 days of creating your OhmConnect account. A qualifying activity means: (a) logging into your OhmConnect account, (b) purchasing an item from the OhmConnect store, (c) connecting a new device to ********************* demand response program for the first time, or (d) inviting new members to join OhmConnects demand response program. Please allow at least 30 days for the gift card to be delivered to you after you complete a qualifying activity."

  With that, I do see that you have received the $20 ********* Gift Card promotional offer and our team followed up directly to confirm. Please let us know if you need further assistance with claiming your offer.

  Lastly, for more information about the data OhmConnect collects and how it is used, please check out our Privacy Policy: *************************************************** the following 

  Please dont hesitate to contact our team at ***************************** if you would like further clarification or have additional questions. Our team is here for you and happy to help!

  All the best,
  OhmConnect

• Initial Complaint

  Date:12/11/2024

  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.

  Hi,Without my knowledge or consent, OhmConnect charged me $19.99 on November 20th, 2024. I have emailed them three times about this disputed charge and have not received a response. Since I was charged in error, I would like to be refunded the full amount asap and to have my account closed.Many thanks,*******

  

  Business Response

  Date: 12/23/2024

  Good morning, *******,

  Thank you for reaching out to the Better Business Bureau about your experience. Our team is here for you and happy to clarify why you were charged $19.99 for two OhmPlugs on November 20, 2024. 

  Weve reviewed your email thread with our Customer Experience team and found that after contacting us on December 11, 2024, we were able to identify that the reason your credit card was charged $19.99 was due to your OhmPlugs not being fully connected to your OhmConnect account. 

  As outlined in the Smart Device Offer Terms in paragraph 2 of the Introduction, if you select the smart plug or smart thermostat, you also must connect your smart device to ******************** within 30 days of delivery, or you will be charged the full purchase price for your selected smart plug or smart thermostat plus applicable sales tax (less amount already paid). You are welcome to review the Smart Device Offer Terms, included below: 

  *************************************************************************************************************;

  To explain further, after the device has been linked to your OhmPlug app, the final step is to make sure it is also linked to your OhmConnect dashboard. Once linked, your OhmPlug will appear as a linked device under the 'My Devices' section in your OhmConnect account. 

  With that, we appreciate you reaching out and sharing your feedback about this experience. As such, we have gone ahead and removed the $19.99 charge for the two OhmPlugs from your account. Please know that it can take 5-10 days for the refund to reflect in your account. You will receive a confirmation email once we initiate the refund. 

  Thanks again for giving us the opportunity to assist you with. Please dont hesitate to reach out to our team at ***************************** if you have any further questions. 

  Best,
  OhmConnect

• Initial Complaint

  Date:08/07/2024

  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 have had the last at least 3 saving events and noticed nothing for my nest meter. The nest shows connected and on line I even sent a picture now there saying its in eco mode. Wrong - Im wondering if they are teamed with the *** OR PGE ! Because they seem to not side on the consumer based on reviews

  

  Business Response

  Date: 08/12/2024

  Good afternoon, ****,

  Thank you for reaching out to the Better Business Bureau and providing us the opportunity to further clarify how your Nest Thermostat can earn Bonus ***** during your energy-saving events. 

  In order to earn Bonus ***** during AutoOhms and OhmHour events, your Nest Thermostat must be connected to your OhmConnect account, and in the On state (i.e. HEAT or COOL mode). Then, when the event happens, OhmConnect will automatically turn your Nest Thermostat to EcoMode and you'll earn Bonus ***** when you participate for the duration of the event. We recommend ensuring that your Nest Thermostat is in the ON position 45 minutes prior to an event, as this is when we begin our pre-checks for automation.

  If your Nest Thermostat is already in EcoMode prior to OhmConnects automation, then it will register as Off on our end. 

  With that, I hope I can explain why we require devices to be in the ON position. What you may not know about OhmConnect is that we are compensated by those we have contracts with (CA grid, CPUC, CAISO) for our energy reductions. We are effectively supporting the energy grid by providing a reduction of energy usage during peak hours. So when we are compensated (aka meet our contractual obligation), we have to be able to tangibly show that our community reduced energy consumption. This is really important because we pass a majority of the compensation onto our members like yourself.

  One of the ways that we are able to tangibly identify energy reduction is to record which smart devices we turned off for an event (i.e. smart plugs, smart thermostats, EV chargers, PowerWalls, etc.). As a result, if a member has a smart plug or a smart thermostat that is already off, we cannot reach out and also shut it off and therefore we cannot prove any energy reduction, which is what we are compensated for and then transfer that compensation over to our members (40 ***** for smart plugs and 320 ***** for smart thermostats).

  Another important aspect to note is that we do reward our members for their overall energy reduction, so if your devices are already off then this effort will go towards your total Energy ***** earned.

  We hope this clarifies how your Nest Thermostat can earn Bonus ***** during your energy-saving events. If you have any additional questions, our team would be happy help. Please dont hesitate to contact us at *****************************. 

  Best,
  OhmConnect 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22106416
  
  I am rejecting this response, it was connected to both internet and ohm unfortunately you seem to blame it on the consumer in reading all of your reviews. I took exact pictures that day and even proved it wasnt in ECO mode like one of your reps ********************* While I know fully your paid by the utility companies and work with the *** try siding with the consumer it wont hurt and will give you a better report. 
  

  
    Read slowly all of your responses wake up folks I would like at least partial of my ***** returned 

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

  

  Business Response

  Date: 08/16/2024

  Good afternoon, ****,

  Thank you for giving us the opportunity to address your concerns further. We want to assure you that we are on your side. We are committed to working with you and working through this. 

  To clarify, even if your Nest Thermostat is connected to your internet and linked to your OhmConnect account, if it is in EcoMode prior to OhmConnects automation, already off for your event, or doesnt stay in EcoMode after OhmConnect has automated it to that state, then it will not earn Bonus ***** for the event. With that, wed love to help ensure you earn Bonus ***** from your Nest Thermostat in your energy-saving events moving forward. 

  To start, lets confirm that your Nest thermostat is not in EcoMode. Please follow these steps:

  1. Open the ****** Home app on your device.
  2. Select your Nest Thermostat from the list of connected devices.
  3. Tap on the Mode icon located in the bottom left corner.
  4. Switch your thermostat to the Off setting.
  5. After turning it off, tap the Power icon again.
  6. Choose your preferred mode: Heat, Cool, or Auto.

  Next, please double-check that your Nest Thermostat is in the ON position 45 minutes prior to the event. As previously mentioned, this is when OhmConnect starts pre-checks for smart thermostat automation. 

  From here, your Nest Thermostat should be all set to successfully earn Bonus ***** in your energy-saving events. If your Nest Thermostat continues to not earn Bonus *****, our team would be more than willing to investigate this further with you.

  Lastly, wed be happy to explain how OhmConnect is paid while being a free program for our members. As a Demand Response program, we are paid by the energy grid providers based on how much energy we can remove from the grid during times when the grid is likely to be stressed out. We then pass those earnings on to our members, based on their energy savings. If you have negative energy savings, the results will then impact the ***** youve accumulated, but this is merely a fluctuation as you are not required to pay out of pocket. If youd like to learn more about how OhmConnect is paid, please see the article linked below:

  ********************************************************************************************

  Thanks again for reaching out and providing the chance for us to share this information. Again, we are on your side and share the goal of having your Nest Thermostat participate during your events to reduce stress on the grid. Thank you for your efforts and please dont hesitate to reach out to us at ***************************** for any further assistance.

  Best,
  OhmConnect 

• Initial Complaint

  Date:06/24/2024

  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.

  This company is supposed to pay out when you save electricity during peak hours. They stole my money from peak usage on June 18th and June 24. Their own system proves the theft.

  

  Business Response

  Date: 07/08/2024

  Good afternoon, ***,

  Thank you for reaching out to the Better Business Bureau. We appreciate the chance to clarify your event results from June 18, 2024 and June 24, 2024. Additionally, we want to assure you that OhmConnect will never steal money from its members. OhmConnect is a free program that rewards its members based on their energy savings. 

  To start, thank you for including screenshots of your events from June 18, 2024 and June 24, 2024. We were also able to review your email thread with our Customer Experience team regarding these events. With that, we would be happy to clarify why your Living Room thermostat was not able to earn Bonus ***** during these events. 

  Before an event, our system does a pre-check to make sure your smart thermostat is in heat or cool mode, and a during-check to make sure its in EcoMode (Nest Leaf). If you have other Automations set up in the ****** Home app this will override OhmConnects automation. 

  After reviewing your Living Room thermostats participation, we can see that this device did not stay in EcoMode for the duration of these events. As such, it was not able to earn Bonus *****. Typically, when a Nest thermostat does not stay in EcoMode during an event, it is due to the EcoMode temperature setting. We suggest placing your EcoMode settings to 62 degrees for Heat and ****************************** EcoMode for the duration of your event. Alternatively, you could try a factory reset to put the settings back to default.

  The good news is, on June 25, 2024 one of our Customer Experience team members was able to credit your account a bonus of 640 ***** for the missed potential of your Living Room thermostat in your events on June 18, 2024 and June 24, 2024. 

  Lastly, regarding how OhmConnect rewards its members for reducing their energy usage, as a Demand Response program, we are paid by the energy grid providers based on how much energy we can remove from the grid during times when the grid is likely to be stressed out. We then pass those earnings on to our members, based on their energy savings. If you have negative energy savings, the results will then impact the ***** youve accumulated, but this is merely a fluctuation as you are not required to pay out of pocket. Below is an article that explains how OhmConnect is paid while being a free program for our members:

  ********************************************************************************************

  
  Thank you for providing us with the opportunity to explain how your Living Room thermostat can earn Bonus ***** and how OhmConnect rewards its members. If you have any additional questions, please feel free to contact our team at *****************************.

  
  Best,
  OhmConnect 

• Initial Complaint

  Date:04/24/2024

  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.

  Ohm Connect sent me this FREE plug that is supposes to help me save electricity. It is a scam; because all it does is turn off appliances and I have to use my smart phone to turn them back on.If I'm not using the appliances they are not using electricity..Now they want to charge me for their services.This was never part of the agreement. They never told me that they would charge me for the plug or any services.

  

  Business Response

  Date: 05/02/2024

  Good afternoon, ******,

  Thank you for taking the time to share this feedback with the Better Business Bureau. We appreciate the opportunity to clarify the terms of this promotional offer and how your OhmPlug can be automated during your energy-saving events. 

  As outlined in the Smart Device Offer Terms in paragraph 2 of the Introduction, if you select the smart plug or smart thermostat, you also must connect your smart device to ******************** within 30 days of delivery, or you will be charged the full purchase price for your selected smart plug or smart thermostat plus applicable sales tax (less amount already paid). You are welcome to review the Smart Device Offer Terms, included below: 

  *************************************************************************************************************;

  Please dont hesitate to let us know if you would like assistance with linking your OhmPlug to your OhmConnect account. Our team of in-house device experts would be happy to help.

  With that, we value the feedback that you shared about this experience. As such, we have gone ahead and removed the $11.99 charge for the OhmPlug from your account. Please know that it can take 5-10 days for the refund to be reflected in your account.

  Further, wed be happy to clarify how your OhmPlug can be automated to help you save energy during your events. Once your OhmPlug is linked to your OhmConnect account, plugged in to your outlet, and in the On state (***** minutes prior to the event), then, when the event happens, OhmConnect will automate your smart device to Off. You will earn Bonus ***** for participating for the duration of the event. Shortly after the event, your devices will be powered back on. 

  If you have any additional questions about this promotional offer or how your OhmPlug can be automated during your energy-saving events, please reach out to us at *****************************. 

  All the best,
  OhmConnect

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21618189
  
  I am rejecting this response because:

  You said it was FREE.

  I did connect it and then disconnected it; because I found it to be useless to me. Why do I need a device to turn my appliances on and off? They all have on & off switches.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/12/2024

  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 went on a DDP payment plan with this company about 5 months ago and I have been trying to pay it off to get into good standing but they are charging me so much late fees on the DPP payment plan til it is impossible to get it clear and NOW it’s $600 with maybe like $300 to $400 in late fees and my service is to be disconnected and I don’t have $600 laying around to pay this off and I will be with no lights due to a switch hold. I asked to pay on it and a 2 week extension and they said NO. I need help getting this resolved before tomorrow cause I called Friday and talk to a representative and was told I can pay on it and get an extension but now they told me the representative didn’t see something on my account that make me ineligible for the extension. If the representative would have told me this Friday I could have tried to get some help with this high bill which includes a lot of late fees.

  

  Business Response

  Date: 02/20/2024

  Ms. Shayla ******

  Thank you for the details of your concerns regarding late fees and your Deferred Payment Plans. Please know that we take these matters seriously.

  Upon review of your account, you were invoiced for six billing periods from the service start date 7/11/23 to 2/12/24. You requested and were granted a Deferred Payment Plan on three separate occasions, but you failed to meet the terms of the agreement by only making three partial payments. This is the reason we were unable to approve an additional payment extension. OhmConnect does not apply additional fees for entering into a Deferred Payment plan. The late fees assessed to your account are 5% of the past due amount as per the terms and conditions of your agreement. The only additional fees charged were due to returned payment fees and fees related to disconnection for nonpayment.

  When you were disconnected for non-payment on 02/12/2024 and then switched away before the contracted end date, an Early Termination Fee of $250 was charged. As a courtesy, we have reversed the Early Termination and late payment fees leaving you with a balance of $758.25. With this new balance, we hope that we can work with you to pay this outstanding amount for the electricity received while you were an OhmConnect Energy customer.

  We hope this satisfies your concerns.

  All the best,
  OhmConnect Energy

• Initial Complaint

  Date:11/17/2023

  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.

  Yes Im filing a complaint with this company. Because I signed up for utility help in August 23, 2023. Now some of it is my fault because of the time of me applying I was with this company. But during the mist of waiting for the application to be approved I ended up having to switch electric companies. So after this I was approved and the money went to ohmconnect. So in the October the first call was to let them know I had switched. They said the money would go back to the utility help. Ok I waited a while called back again in October. I was told they will let their manager know so they can send the money back. I waited a while I seen the money was removed from the account I had. Called back again oh we are still waiting on the manager. Called this month last week oh our system is down you have to wait. Called twice today and was told the manager is waiting for the utility help company to contact them to verify the address to send it back. I called the utility help company and they were like they can call us to send it back we would verify the address. Basically I am getting the run around with this company. Just call the utility help and confirm the address and send the money back!

  

  Business Response

  Date: 11/28/2023

  Good afternoon, *************************************,

  Thanks for the details of your concerns regarding the pledge amount posted on your behalf by ***** Utility Help. I hope you understand that we take these matters seriously.

  Our standard process is to refund any credit balance directly to the pledge agency once the final invoice is generated. As it relates to returning the funds to ***** Utility Help, we did reach out to the agency on your behalf to request the address and information to return the unused funds, but we did not hear back from them. It wasnt until we notified them that you had filed a BBB complaint against us, that the agency responded to our request. Please note that we have requested the funds be returned to ***** Utility Help by our Finance Department.

  We hope this satisfies your concerns.
  

  All the best,

  OhmConnect Energy

• Initial Complaint

  Date:11/16/2023

  Type:Order 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.

  On 10/24/2023 I went through the process online to sign up for an energy plan with OhmConnect, Inc. I chose the ************** 36 Plan and went through the rest of the sign up process, reviewing the plan information before clicking the Confirm button. I found that the plan presented for confirmation at the end of the sign up process was different from the plan I selected at the beginning of the sign up process. I did not continue with the sign up process. I then took a screen recording that documented the difference in plans and submitted a ticket to OhmConnect support. I corresponded with their support and they said they would escalate the issue. I asked for an update on 10/26 and the response was that the issue was escalated and that no update was available at that time. I got no further response. No action was taken on my part between then and 11/16/2023 when I went to OhmConnect website and again attempted the sign up process for the ************** 36 Plan. The same issue occurred, where the plan I selected was not the same as the plan presented for confirmation at the end of the sign up process. It seems to me that there is either a critical issue with their website or a bait and switch scam is being run by the OhmConnect's online sign up process. I have screen recordings of both occurrences, this happens on multiple **********/24 Selected plan: EFL_202310033_************** 36.pdf 10/24 Plan presented at end of sign up process: EFL_202310035_************** 36.pdf 11/16 Selected plan: EFL_202311013_************** 36.pdf 11/16 Plan present at end of sign up process: EFL_202311015_************** 36.pdf

  

  Business Response

  Date: 11/21/2023

  Good afternoon, *******,

  Thank you for reaching out to the Better Business Bureau and sharing your experience with our online enrollment process. We value your feedback and the chance to follow up on your experience. 

  After reviewing your communications with our Customer Experience team, we see that on 10/24/23, you attempted to enroll with OhmConnect Energy through our online enrollment website. We see that your enrollment zip code overlaps two TDSPs ******************* & ***** New ************** To clarify, your correct TDSP zip code is Centerpoint, which you chose for your enrollment on the 36-month Connect & Save plan. Once you noticed that the plan you chose for Centerpoint was changed to the plan for Texas New ************ in error, our Customer Experience team offered to enroll you over the phone while we escalated the issue.

  At the time of your initial inquiry, we were unable to recreate the issue and had received no other complaints of this nature. All internal tests were showing that the overlapping TDSPs were displaying correctly. Upon your second escalation on 11/16/23, our IT department was able to detect a bug in the system and is currently working to resolve it. Its important to note that it does not occur at every instance, and in no way is an attempt at a bait and switch. As noted and offered on 10/24/23, we would be happy to accommodate you while our IT department works through this bug by enrolling you over the phone.  

  We take these matters very seriously and we appreciate you sharing this feedback about our enrollment process. System bugs that cant be easily replicated can be difficult to identify, especially when they impact only certain service zip codes that have overlapping TDSPs and especially challenging when they dont impact all instances of overlapping TDSPs. Therefore, the extra steps you took to document what you saw were instrumental in helping our IT department identify the issue. 

  We are happy to follow up by enrolling you over the phone, and will honor the rate you first attempted on 10/24/23. Or, we can notify you when the system issue is resolved. We would also honor a one-time $50 bill credit to help offset the time you spent on the issue.

  If you need further information, we are happy to assist in any way we can. Please dont hesitate to reach out to us directly at ******************************** or by calling us at ************.

  
  All the best,
  OhmConnect Energy

  Customer Answer

  Date: 11/26/2023

  Better Business Bureau & OhmConnect Energy:
  
  I appreciate the efforts of OhmConnect Energy to correct the bug and am relieved that the issue I experienced was caused by a bug in the system and that it was not widely experienced by other users. I am pleased with the response from Ohm and look forward to notification when the system issue is resolved. This complaint ID ******** can be closed as resolved.
  
  Sincerely,
  
  *************************