Complaints

This profile includes complaints for Constellation NewEnergy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Constellation NewEnergy, Inc.

  100 Constellation Way Ste 500 Baltimore, MD 21202-6302

  
• 

  Constellation NewEnergy, Inc.

  116 Huntington Ave Ste 700 Boston, MA 02116-5749

• 

  Constellation NewEnergy, Inc.

  595 Summer St Ste 300 Stamford, CT 06901-1407

• 

  Constellation Energy

  810 Seventh Avenue, Suite 400 New York, NY 10019

• 

  Constellation, an Exelon Company

  40 Shuman Blvd STE 310 Naperville, IL 60563-8655

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:08/15/2022

  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.

  I received a letter in the mail from Constellation Energy stated that I had an outstanding balance of $470+ and it was about to be sent to collections if I did not pay. The account has been closed and I haven't lived at the location in 5 months. I never received a single email, phone call, or letter until this one concerning that debt. Not to mention they wouldn't not have closed my account with an outstanding balance. I've called customer service and the collections service numerous times and have gotten nowhere. They can't give me any information on the amount and keep asking me to verify the account by revising past payments when the account has been closed! The only answer I've received is that I can either pay a bill or verify my account but they won't even give me an amount or an explanation. If I was 5 months behind I would expect at least a phone call or something. Also I can't check my account online because the billing section has been disabled. Either I actually owe them money even though they closed my account or this is a fraud.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Constellation reviewed Joshua***********'s account and concern. Constellation records reflect for electric supply service at ****************** Trinidad, TX 75163 the account final billed 09/18/2021 and invoice # *********** issued 09/21/2021 cc attached. Constellation contact records reflect 08/16/2022 - Inbound call - "spoke with *************** customer asking what past due balance was explained this was his final bill from September 2021 which consists of his August charges of $364.31 and his final September charges of $106.24 for the total of $470.55. Customer processed Visa payment in full which posted to Mr.***********'s account effective also 08/16/2022.
  Constellation apologizes for any confusion regarding this issue and if additional documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:08/11/2022

  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 cannot get a live person to speak to us about our energy bill. We have been on hold an hour and a half. Our meter is on a restriction with the city. So in July for example, our a/c stayed between 75 degrees to 80 degrees. We had several different a/c companies come out in May, June & July. We even bought a new evaporator coil too. It does not make sense that our bill was almost $400.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Constellation reviewed **************'s account and concern. Texas experienced unusually higher than normal temperatures setting records for the month of July. Unfortunately, these record temperatures also drove Constellation Customer Care call volumes significantly higher than normal, and we sincerely apologize for extended resulting hold times. A review of Ms. ******'s invoice, reflect kilowatt hour kWh consumption for the period 07/08/2022 through 08/09/2022 totaled 3,226kWh. This is 29% above the same period in 2021 and significantly higher than previous months. Questions or concerns regarding meter reading would need to be directed to ***** as the utility is responsible for meters and reporting actual consumption to Constellation as the supplier. A request has been submitted to have Constellation Escalated Customer Support team member attempt to reach out and discuss further Ms. ******'s concerns and provide additional information required in order to request a meter re-read or review from the utility /*****. Constellation sincerely regrets the time and inconvenience our extended hold times created and appreciate Ms. ******'s patience and understanding as we work to resolve her concern.
  If additional documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:08/09/2022

  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.

  Signed an agreement with Constellation Energy to supply electricity to my home around 2014. Rates were guaranteed for some period of time and have remained competitive for many years. Last month, the rate was at $0.12/kWh and the bill amount was as expected from historical perspective. This month the rate was increased to $0.19/kWh. That's a 68% jump without so much as a letter of notification or email or phone call. This has to be some sort of price gouging scheme. The utility (Ameren) which I have switched back to as my provider is currently charging less than $0.11/kWh. Someone should look into this company's practices for building a pricing model, and if it is true that they have to increase their prices this drastically, they should be required to notify their customers of the upcoming price hike. Variable rate or not, this is ridiculous. The worst part of it is, I've been a customer of theirs for 8 years and they have other plans and packages that are fixed cost that are competitively priced. I am not locked into this adjustable rate plan. They made 0 effort to notify me of other existing offers. They are probably dragging a bunch of people over the coals due to their willful negligence to service their existing customers.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Constellation reviewed **************'s account and concern. Constellation Contact Records reflect; 08/08/2022 07:15:47PM - Inbound call - "Customer wants to know why rates so high and why he was never given a notice prior to price jump. Explained Constellation sends out renewal notification prior to fixed rate agreement expiration however since Mr.********** has been on month-to-month variable rate plan for some time notification is not required. Apologized and offered to let Mr.********** speak with our sales group for current fixed rate offers, Mr.********** declined and requested e-mail information to file a formal complaint."
  Constellation is disappointed Mr.********** feels he should have been notified regarding rate increases however as noted, month-to-month variable rate plans are subject to change monthly as such, customers are aware prices can increase /decrease indexed to wholesale natural gas and power prices.
  Constellation is a leading provider of natural gas and electricity and serves over 2 million customers nationwide. Constellation pricing group sets terms and rates according to competitive market conditions and unfortunately prices have significantly increased recently due to current market conditions. Constellation again sincerely regrets Mr.**********'s concern and appreciates the opportunity to respond.
  If further documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards
  Escalated Customer Support
  
  
  Consumer Response /* (3000, 7, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They still fail to address the complaint. Constellations response claims that " notification is not required" - not required by who? it's required by me. This is poor business practice.
  
  Constellation states, "customers are aware prices can increase /decrease indexed to wholesale natural gas and power prices" - customers are aware that prices fluctuate. Not that they're going to double for the next billing cycle.
  
  Constellation claims to, "serves over 2 million customers" - well they failed to serve this one, unless we're operating under different definitions of the word "serve". If this is the best you can do for 2 million customers I'd suggest downsizing the company. This is awful customer service.

• Initial Complaint

  Date:08/06/2022

  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.

  On August 4, 2022, our supplier for electric energy through our distribution company ****, was apparently changed without my knowledge or consent. I don't know how it happened, but when I received an email from Constellation Energy saying it was urgent that I contact them concerning my switch to another supplier, I was alarmed. On August 5, 2022 at 4:48PM I called them to ask what this email was about. I was informed that someone had changed the supplier from Constellation Energy (whom I signed on with April 2020 at a rate of 6.7 cents per kwh for 36 months). My contract wasn't to end until April 2023. I told the representative I didn't make the change and please tell me how to undo what was done. She said I needed to call **** and ask them to reinstate Constellation Energy as my supplier. I still may be liable for the $150 early termination fee though. I did just what she told me. **** customer service said that they couldn't tell who made the change. I asked if there was any way to prevent someone from doing this in the future and was told I could add a password to my account which I did. Next, I called Constellation Energy back with the option to have a call back when my turn came. I received a call back from a "**************" Berwyn Heights, MD. which I answered. The man said he was from Constellation Energy and that the best rate he could give me was 9.9 cents per kwh for 36 months. I said, whoa, why aren't I getting the contracted rate of 6.7cents per kWh? I never broke my contract with you. He insisted that the rate I had was no longer available and he was being nice trying to give me an even lower rate than the average even though **** direct. Although on ****'s website it was lower than the 9.9 cents. He said well ours is fixed and ****'s rates are variable. Everything goes up in the winter he said because people are using other heat sources. My husband interrupted and told me not to agree to that rate. Now I don't know what to do!
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Constellation reviewed ***********'s account and concern. As noted, Constellation received a Drop transaction from the utility **** - 08/05/2022 11:07:50 am. Coded "CHA-Customer changed to another service provider" Constellation as required by Pennsylvania choice market and utility requirements accepted drop with an effective cancellation date of 08/10/2022. Upon receipt of Ms. *****'s concern Escalated Customer Support submitted a request to our pricing group for previous 2020 rate plan Fixed $.06390kWh /36 month Expiring 04/2023 be re-opened. 08/12/2022 - Operations received confirmation prior rate plan opened and an enrollment request has been created with Offer ID ********. This enrollment request will be submitted to **** and if accepted the utility will assign the new effective start date. Constellation encourages Ms. ***** to contact **** and ensure the other supplier has been cancelled. If another choice supplier remains active Constellation Enroll transaction will be rejected. Concerns or additional details regarding the unauthorized 08/05/2022 Drop transaction would need to be directed to the utility ****. Constellation appreciates the opportunity to address Ms. *****'s concern and if additional documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:08/06/2022

  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.

  I have a BIG problem with Constellation Energy. I was told my bill was on budget billing and my bill would be around $149 to $200 fixed. I got my bill and it was over $600. When I called them I was told that it was a third party that I talked to and they only offered that after 3 months. That isn't right. Its wrong information given to clients and they don't even care. I am on a fixed information and don't have $600 for no electric bill. I was giving misleading information. That is not right.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Constellation reviewed Ms. ********'s account and concern. Constellation records reflect we received an online self-select switch request from a third-party broker, ******************, under the name of ****** ******** for the service address of ****************** Carrollton, TX 75006. The service was scheduled to become active on July 5, 2022. A 36-Month Electric Plan with Fixed Energy Rate of 14.1 cent per kWh with usage bill credits. The required Electric Facts Label along with Welcome Package documentation issued to Ms. ******** are attached.
  On July 5th, 2022, the account became active.
  On August 4th, 2022, the account was billed for usage of 3,789 kWh's in the amount of $656.03 with bill due date of August 22nd, 2022 Statement *********** attached
  On August 6th, 2022, Constellation received a drop notice from ***** (utility), as the account was being switched to a different Retail Electric Provider, (REP) with effective drop date August 8th, 2022.
  On August 9th, 2022, the account was final billed for remaining usage of 673 kWh's for the final period August 3rd, 2022, through August 8th, 2022. Total usage of 4,462 kWh's for service period July 5th, 2022, through August 8th, 2022, in the amount of $781.54 with bill due date of August 26th, 2022 Statement 63140049801 attached
  In summary, Constellation records reflect Ms. ******** invoiced consistent with the agreed to terms of service. Constellation sincerely regrets the confusion regarding the rate plan selected and it is unclear to Constellation who or what third-party Ms. ******** spoke with regarding monthly budget billing information. Ms. ******** switched to another provider and is no longer active with a final total balance due is $781.54. There was no early termination penalty charged and no credits or adjustments are warranted at this time.
  Constellation appreciates the opportunity to provide further details and if additional documentation or information is required or needed please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:07/19/2022

  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 May 26, 2022, my energy service was switched to Constellation Energy without my permission. When I discovered it had been switched I called them to have them switch back to my old energy provider. This was June 7th. I was told the process to switch back or reversal of service would take 30 days and that it should be switched back by July 7th or as late as July 15th. It has yet to be switched back. I have called at least 5 times since the 7th of June and get the run around every single time. There's nothing they can do they say. It's in process. blah, blah blah. This is completely ridiculous! Providers can move service from one company to a new company within hours but to reverse it back takes 30-45 days?! They keep telling me not to pay the bill I received at the beginning of July, and that the usage for that month will be sent to my old provider and I would pay them. Well, by the time it actually gets back to my old provider, I'm going to end up owing $500, $600 or more!!!!
  

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/22) */
  Constellation reviewed ************ account. As noted, Constellation received inbound call 06/07/2022 stating the ************ 05/25/2022 enrollment was issued without the customer's consent. Same day Constellation issued an Inadvertent Gain IAG transaction to the utility/*********** requesting the account be sent back to previous supplier ********. Constellation agent informed ************** the process once issued to the utility can take 30-45 days to complete. Constellation contact records reflect several calls from ************** inquiring on the status the latest 07/18/2022; agent informed that the IAG has been issued since 06/07/2022 with no response from ********. 07/21/2022 13:41:42 Constellation received the DROP transaction from *********** with retroactive drop date of 05/26/2022. 07/22/2022 the ****** account has been sent back to ******** and all usage has been final billed and sent back to ***********.
  Constellation apologizes for any confusion and appreciates the opportunity to provide further details regarding this concern. If additional documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support
  
  
  Consumer Response /* (2000, 7, 2022/07/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Service was switched back.