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:05/03/2023

  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 5/1 in the middle of the night I had no heat. My gas utility was turned off due to a system error with constellation auto pay. They are taking 3 days to turn my gas back on!!! No hot water, no heat in 40 degree weather, no stove to cook on!!! Was on the phone with them for hours and no accommodations from them or resolution, or acknowledgement to have accommodations to stay somewhere that is livable.
  
  My account is on auto pay and has been for the last 3 years with them, my credit card was updated to a new card. They stopped drafting the auto pay and without warning shut off my heat in the middle of the night.
  
  I have an elderly mother that is living with me and this is affected her incredibly and they did not turn on the heat right away even though I called them and became current immediately on my account. They collected my money and then after doing so told me it would be 3 days to turn the utility back on!!! I won't have heat or any way to cook or hot water for 3 days!!! They will not take fault in their system and are not treating the matter urgently.
  
  This is the worst system and customer service!!

  Business Response

  Date: 05/08/2023

  Constellation reviewed ****** ******’s account and concern. Constellation
  billing records reflect past due balance of $201.70, in response Constellation
  issued Natural Gas Disconnection Notice dated 04/03/2023 requesting payment by
  04/18/2023. [cc attached] With no payment received 04/27/2023 Constellation
  issued disconnection request order to utility/**** which processed order
  and disconnected service effective 05/01/2023. Constellation contact records
  reflect on 05/02/2023 Inbound call Care agent spoke with ****** ******,
  customer issued payment clearing past due amount, Care agent scheduled
  reconnection for earliest date utility had available 05/04/2023. Customer requested
  supervisor and escalated turn-on stating he was on autopay and not his fault. Escalated
  supervisor call document. Agent supervisor explained, customer credit card had expired
  no payment recorded for February, March or April invoices and appropriate disconnection
  notice was issued 04/03/2023. Informed Mr. ****** new credit card information
  was updated to his on-line account however autopay was not activated, and no
  payments processed. Agent supervisor agreed to contact utility and check for
  earlier reconnection date however per **** 05/04/2023 is earliest date available.
  Supervisor explained these were valid charges and no deficiencies on
  Constellation’s part however she would issue courtesy credits in the amount of
  $[80.00] to resolve customer concern, customer agreed to 05/04/2023 12:00pm –
  04:00pm reconnection schedule.
  Constellation regrets any inconvenience and appreciates the opportunity
  to address this concern. If additional documentation or information is required
  or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support   

• Initial Complaint

  Date:04/24/2023

  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 from Constellation NewEnergy saying they no longer will be servicing Massachusetts in February 2023. I was under the impression that my gas service would revert back to ******** **** automatically. After receiving my bill today (4/20/23), I noticed that Constellation was still billing me and increased my therm price from .776 to 1.373. I called ******** **** to see why Constellation was billing me at such a price and it was recommended that I call Constellation to unenroll with them effective immediately. I called Constellation and they said that I cannot unenroll and that ******** **** told them they could charge me a variable rate until May 16th. Again, I recalled ******** **** to explain what Constellation told me. ******** **** is working with me to try help me unenroll from Constellation but in the meantime I have to pay a gas bill that is higher than one I received in February. I would like to report Constellation as I feel these charges are excessive and it’s a sham. I don’t understand why they feel they can continue to charge a higher rate when they canceled me. If I were to be moving out of my house and called to cancel my service, then they would have to stop service. Just because they have lawsuits against other suppliers doesn’t mean that former customers should cover those costs. I am 78 years old and this increase puts a strain on my budget. I feel Constellation is taking advantage of people because no one seems to be able to stop them. I have attached a picture of my meter reading effective 4/21/23. I do understand that I must pay for this last billing cycle but I feel that I should not have to pay their variable rate through May 16th. Please review this matter as I am sure many other Massachusetts customers are feeling the same. This is bad business practice and seems to me it’s all about the money.
  
  Account Name is ***** * ***** **
  Residential Service at ** ********* ******* Tyngsboro, MA. 01879

  Business Response

  Date: 04/25/2023

  Constellation’s review of the ***** ***** account and
  concern reflects, for natural gas supply service at ** ********* ***. Tyngsboro
  MA 01879; 02/12/2020 the account enrolled for 24/month - 0.739$/Therm fixed
  rate agreement scheduled to expire 02/12/2023. In accordance with market
  requirements and terms of service Constellation issued renewal/expiration
  notification dated 12/30/2022 outlining options available upon expiration. [cc
  attached] As illustrated, the notice states, “Your current supply price
  0.7390$/Therm will end during February 2023. Unless you contact us, your
  contract will automatically renew to a new price that will change monthly. Your
  initial monthly price will be 1.38$/Therm. Prices for future months will be
  available through our website, www.constellation.com.”
  “Please contact us at [email protected] or 844-278-2503 prior to 01/29/2023 if you do not wish your contract to be
  automatically renewed.” A review of Constellation contact records indicates no
  response from the customer so as disclosed, the agreement automatically rolled
  to a month-to-month variable rate that is determined by current natural gas commodity
  market prices effective 02/12/2023. Additionally, based on Massachusetts market
  conditions Constellation made the decision to exit the choice natural gas
  supplier market in Massachusetts, as such natural gas supplier termination
  notification was issued to all Massachusetts natural gas customers.
  Constellation attaches copy of the ***** ***** notification dated 02/24/2023.
  As noted, the notice advises that “Constellation is discontinuing natural gas
  supply service in Massachusetts and as a result, effective, April 2023,
  Constellation will no longer be your natural gas supplier.” “At that time, your
  account will return to your natural gas utility for the May 2023 gas flow
  unless you choose an alternate supplier.” Currently, this account is scheduled
  to drop back to utility supply as scheduled by ******** **** effective 05/16/2023
  consistent with the termination notification issued in February. Constellation regrets
  Mr. *****’ concern however appropriate notification disclosures were issued and
  the account has been dropped by the earliest possible date based on account meter
  read cycle and utility requirements.
  Constellation again apologizes for any confusion and
  appreciates the opportunity to provide further details. If additional
  documentation or information is required or needed, please contact
  Constellation directly at [email protected]
  Regards,
  Escalated Customer Support  

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I feel I should be able to unenroll from Constellation effective 4/21/23 when I made the request.  I did not remember ever receiving the December notice to renew service but did receive the February notice outlining services going forward. I realized that I was paying the variable rate when I received my bill on April 21st for services through April 17th.  So I immediately made payment which was the variable rate of 1.373.  I feel my next bill should only include a charges for services to Constellation be for the 4 days during the April to May billing cycle but not include 25 additional days until May 16th.  I do not understand how I can be held responsible to pay a variable rate until May 16th when I have no contract.  One would think that a service can be canceled any time during a billing cycle and the consumer not be responsible for a full billing cycle.  This makes no sense to me. 

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

• Initial Complaint

  Date:04/17/2023

  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.

  I was automatically signed up to have this company be my gas/electric supplier through ********* *** *** ********. The only way that’s possible is if I gave them verbal permission over the phone or in writing and I didn’t do either. The letter everyone received in the town of Penfield said, if you don’t want anything to change, do nothing. I did nothing. About a year now I’ve gotten additional fees added to my **** bill $55, $75 $85. Wasn’t able to reach **** with their dilemma and and scams that have been going on and in the news! Eventually the extra fees stopped. I got a bill from **** last month for $900-some odd dollars with all these fees that I wasn’t getting billed for. I called Constellation last month to be credited because I never signed up for them and the lady refused. She said I had to of signed up. I challenged her to play me the recording of me signing up or the paperwork I signed. Now she starts lying and said everyone in my town was automatically enrolled. I told her she’s a liar because I have three family members in my town and they aren’t enrolled. She refused to credit my account. I canceled the service. My new **** bill has a new $30 charge for them on it! My bill is now over $1,000

  Business Response

  Date: 04/19/2023

  Constellation confirms that the Town of Penfield mailed a notice on November 8, 2021, advising its residents that they have entered a Community Choice Aggregation (CCA) program with Constellation NewEnergy. The letter advised of the option and how to rescind, (“opt out of”) the automatic enrollment, per the rules of the New York State Public Service Commission, which must be completed by December 8, 2021. (Copy of Notice attached)
  

  Constellation did not receive a request from Ms. ******** to opt out, as a result her service address was enrolled as instructed. The residential account became active on January 22, 2022 and was billed at the agreed upon rate of $0.05733/kWh. per Ms. ******** request the account was cancelled effective March 21, 2023 with $0 balance. On April 17, 2023, an invalid bill credit of -$2,672,62 was applied to the account in error, and will be reversed to reflect a $0 balance. (Copy of invoice attached)
  

  Constellation appreciates the opportunity to address Ms. ******** concerns.
  

  
  

• Initial Complaint

  Date:04/17/2023

  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.

  12/27/2022 I enrolled online with Constellation, for a cheaper electric supplier rate of $.1659/kwh.
  On 1/4/23, Constellation email said "....can't make the switch because there is an error or a question in our records", with **********.
  On 1/6/23, got another email said "Constellation will attempt to submit the enrollment request again in 3 weeks to allow time for you to reach out to ********** and have the block removed. There is no need to contact Constellation as this will occur automatically. Constellation will attempt to resubmit your enrollment twice and, if we are successful either of those times, you will receive the full term of the Fixed Rate Plan you originally agreed to."
  1/6/23 I replied to Constellation's email telling them to CANCEL auto enrollment, as I found another cheaper rate.
  1/11/23 Then I got an email "Thank you for contacting the Constellation Customer Care Team. We are happy to help with your request for information. Your enrollment request will be resubmitted to the utility on the agreed upon plan of $0.16590 kWh for 36 months. Your Case# ******** If you have any other questions or concerns, please email...". I was furious and replied ASAP to CANCEL auto enroll again.
  1/13/23 I called to follow up and spoke with Galen, he told me he would process CANCELLATION, as it had not been done yet.
  2/5/23 I spoke with **********, who confirmed **** ****** ****** was my supplier, effective 1/31/23.
  2/23/23 I received a Constellation Welcome packet in the mail dated 2/14/23. I called, spoke to Nya who apologized for auto enroll and would CANCEL.
  I called ********** and they said **** ****** now had a "pending stop" dated 2/15/23, I would have to call them to re-enroll. Constellation's AUTO ENROLLMENT ERROR made my ********** bill default back to the higher rate of $.2417, instead of **** ******s current rate of $.1067/kwh, for a month. Constellation owes me a credit of $218.59, for 1619 kwh usage for my higher bill in March.

  Business Response

  Date: 04/19/2023

  Constellation acknowledges that there was a delay with enrolling Ms. ******’s account, due to an ********** utility issue, however, the account was scheduled to start on March 1, 2023. On February 23, 2023, Ms. ****** contacted Constellation requesting that the enrollment be cancelled as she had found a lower rate with a different supplier. Constellation sent a drop request on the same day to **********, (the utility), which was accepted on February 27, 2023. Constellation advises that the enrollment was never completed with us. No adjustments required.

  Constellation appreciate the opportunity to address Ms. ******’s concerns.
  

  
  

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Constellation is in error when they said I called on 2/23 to cancel ...... that was the 4th time I CANCELLED, after they auto-enrolled me in error on 2/14, which kicked out my new cheaper electric supplier.   Also, Constellation WAS aware that ********** had removed the standard hardship hold on our account, enrollment was not due to an ********** utility issue, as I notified Constellation on 1/6 in writing to cancel my enrollment I was moving in a different direction.  Constellation apparently DID NOT READ that email, as they replied to it on 1/11, "they would be glad to re-submit enrollment".   What???!!!    I replied immediately on 1/11 in writing again, to cancel; then I called and spoke with Galen on 1/13 to really confirm cancellation.  Galen could not explain why he still found NO cancellation note on my application enrollment???!!!! ....... even though I cancelled by email twice and they had used those emails to reply to me.   Galen apologized and said he would process the cancellation asap.  I trusted him.   When our electric bill reflected **** ****** for Feb usage, eff 1/31/23, I assumed everything was cleared up.  Then Constellation's auto-enroll on 2/14 kicked out **** ****** and resulted in our March supplier usage defaulting back to **********'s higher electric rate, overcharging our electric by $218.59.   On 2/27, I had to re-enroll with **** ****** for the cheaper rate again, effective for April usage.    Had Constellation not auto enrolled in error, our electric would have stayed with **** ****** as supplier.   Constellation needs to credit our electric account for the overcharge due to their error; and they need to modify their auto-enroll system to avoid this type of automatic error that no-one is processing, and Constellation customer service needs to read emails and then follow up and confirm processes when handling cancellations prior to an actual enrollment occurring.  Constellation cannot blame this on anyone else but their oversight error for their auto enrollment system, causing a financial hardship to us.

  Sincerely,
  

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

• Initial Complaint

  Date:04/12/2023

  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 rented a property from homeriver group address **** **** ***** ** oakwood ga 30566. I setup constellation gas service to start on my move in date 12/29/2022. And it was setup. Move forward a couple months and after paying two bills with constellation the company I’m renting from contacts me saying that their gas service is saying I do not have gas setup at my address and they begin adding the gas bill onto my rent. I explain to them that I have constellation gas service setup in my name at my address. We’ll come to find out I didn’t. Constellation had the incorrect gas meter on my bill and I was paying for a **** ******* ** and not **** **** ***** ** in oakwood. This has been over a month ago since I brought it to constellations attention and needed to be fixed. They switched my service over to the correct address on March 1 2023. However I still haven’t gotten reimbursed for the first two months I paid $374.94 for the wrong meter number. Not to mention the other gas company I ended up paying for gas the first two months I was paying 2.499 a term not the .99 term I signed up for with constellation because they setup the wrong meter for me. I want a refund of the 374.94 that I paid the first two months that was not my meter number. Then I want the $168.02 that I overpaid with the other company to be issued as a credit onto my account. I would also like to be given an additional $300 credit towards my account for fraudulently charging me for someone else gas meter and not owning the mistake sooner. My rent is $1765.95, you can see how much I over paid in my photos every month. My meter number is *******.

  Business Response

  Date: 04/14/2023

  Constellation confirms that Ms. ***** was accidentally enrolled at an incorrect address on December 29, 2022. The account was corrected and became active in her name on March 1, 2023. The 2 invoices that Ms. ***** paid in error for the amounts of $107.44 plus $267.50 has been credited back to her Constellation account. Constellation would like to suggest that Ms. ***** send a copy of the bills she paid with the other provider to ****************@constellation.com to be reimbursed the difference of what she paid vs her rate with Constellation. The bill credit for the difference will be added to her Constellation account.
  We understand that Ms. ***** is asking for an additional credit of $300 stating she was enrolled fraudulently, however, it was not a fraudulent enrollment, it was accidentally enrolled to the incorrect address which has been corrected and the account has been reimbursed for the payments Ms. ***** made and is offering to reimburse the difference of what she paid the other gas provider.
  Constellation apologies for the inconvenience this issue has caused. 
  
  

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   I agree and appreciate the payment of the difference in the other companies bills and will send the bills to the email provided if you will still honor that. However I still would like an additional $300 in damages. It was not fraud that I signed up for your services and want to continue service with constellation. It was fraud that I was being charged for the wrong meter number, the wrong address that I did not sign the contract for. I called about 4-5 times to confirm with your company that I was being charged the correct address during the dispute with the company I rent from. I was told each time that yes I was being charged for 4418 plum frost ct. it wasn’t til I called 3 times in two days and demanded to speak to a supervisor and told them the right meter number that they found the mistake. I would just like to be compensated something addition ie $300 for the added stress and anxiety I had to deal with through this ordeal. 

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

• Initial Complaint

  Date:03/23/2023

  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.

  In October of 2022, I sold my house and property in Stanton, TX. The new owner requested new electricity service and as per usual or typical practice Constellation Energy sent me an email notifying me. The email stated that new service had been requested and that if this is correct then I did not need to do anything. If it was incorrect, then I should contact Constellation immediately. They then issued me a final bill. I paid it thinking this would be the last I would hear of it. 4 months later Constellation contacts me with a bill for over $1600. I dispute it with them and they inform me that the new owners of the property requested that the billing go back to my name instead of theirs. Constellation did not notify me, ask for my approval, or reactivate my online account. Instead they have back-billed the usage and charges for the property and are trying to tell me that I am now liable for 4 months of electricity usage after I sold the property because I did not personally request and disconnect.
  
  Even though, I have a notice from them that my account would be ended with a final bill that is paid, they are still trying to tell me that legally they did not have to notify me, or ask for my approval to use my name or billing info to reactivate my account.
  
  I dispute liability to all charges after my final bill and my property was sold.

  Business Response

  Date: 03/28/2023

  Constellation records reflect that on September 6,
  2022, Ms. **** (wife), contacted Constellation to inquire about a high bill.
  The representative advised the bill was high due to being on a variable rate.
  The representative further offered a 36 Month plan to renew the account, however,
  Mrs. **** stated she would speak to her husband and contact us back. Constellation
  never received any further response from Mr. or Mrs. ****. Constellation
  confirms we received a move-out from the utility, (*****), on October 13, 2022,
  which generated the standard email notification asking if Mr. **** meant to
  cancel service with us. The account was final billed and the final bill was
  paid on 10/26/2022.
   On November 21,
  2022, Constellation received the below Inadvertent Gain MT, (IAG), to regain
  services for esid ***************** from date of loss, (MT details attached). Considering
  that Constellation had not been notified that Mr. **** had moved out or change
  the mailing address for the final bill, the usage was accepted, and the account
  was reinstated.
  On January 23, 2023, Mr. **** contacted Constellation
  to inquire about receiving invoices from us stating he had cancelled his
  account. Constellation advised that we have no record of him contacting us to
  cancel his service which caused the account to be reinstated. On the same day,
  Constellation received a drop notice from ***** that closed the account.
  Constellation reinstated the account in good faith and
  has billed it correctly as we were not made aware that Mr. **** had sold his
  property.
  Constellation appreciates the opportunity to address
  Mr. ****s concerns.

  Customer Answer

  Date: 04/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  A company can not issue a final bill, accept payment of final bill, cancel an account, and then "in good faith" reinstate the account without consent or notification of the account holder.  I have already submitted evidence that I have complied with my responsibilities according to the email notification sent from Constellation.  That letter literally said if this is in error contact us immediately.  Well, it was not in error.  There were no further instructions and a final bill was issued afterwards.  Seriously, how is this even a discussion?

   

  If this is seriously legit, everyone would be able to rack up 3 months of electricity bills and then request that the bill go back to the previous resident.  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:03/14/2023

  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 variable rate natural gas contract with Constellation. My contract is month to month with no termination fees and should allow me to sign up at any time for a long term guaranteed rate contract. I have contacted Constellation several times since mid February hoping to switch to a fixed rate contract however they consistently tell me I am not able to switch. Constellation is in breach of the month-to-month contract and making me pay the much higher variable rate.

  Business Response

  Date: 03/23/2023

  Constellation apologizes for the delayed response and acknowledges
  a systems problem that prevented Mr. ******** from selecting and signing up for
  new lower fixed rate plans. Constellation sincerely regrets the problem, and our
  IT group is addressing the issue. In response, Constellation applied a fifty-dollar
  $[50.00] courtesy credit to Mr. ********’s account and will be happy to issue additional
  credits necessary to make Mr. ******** whole for any invoicing above the lower
  fixed rate plan he attempted to select back in February.
  Again, our apologies for this issue and Constellation very much
  appreciates Mr. ********’s patience, as we work to fully resolve his concern. If
  additional documentation or information is required or needed, please contact Constellation
  directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:03/13/2023

  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.

  I am trying to disconnect them as a supplier, but communication with them is very difficult. I would like to terminate them as my gas supplier. There are unexplained charges on my bill from this company each month, which appear to be fraudulent and I would like those refunded. On my current bill it states constellation energy charges equaling 248.69. I would like to disconnect my services and receive a refund of my charges. I have read many google reviews that it is very difficult to get in contact with them.

  Business Response

  Date: 03/17/2023

  Constellation reviewed ******** *****’s account and concern.
  Constellation records reflect the account initially enrolled with Constellation
  supply service back in 2015 and his most recent 12-month fixed rate agreement
  expired 08/2022. As required, customer was issued the attached renewal
  notification dated 07/06/2022 outlining options available at renewal. As noted,
  current contract will end in August,2022 and will automatically renew to 12-month
  $0.9990/th renewal rate plan unless you contact us to select new plan, return to
  default service or change suppliers. With no contact recorded, the *****’s
  account rolled to new rate effective 08/13/2022. The referenced invoice charge
  in Mr. *****’s complaint of $248.69 represents natural gas usage of 248.940
  therms invoiced at the agreement price of $0.9990 per therm for the service period
  01/12/2023 through 02/13/2023. Constellation certainly understands Mr. *****’s
  concern, however, unfortunately as has been widely reported recent significant natural
  gas market price increases have required corresponding significant rate
  increases resulting in higher monthly cost.   
  Constellation contact records reflect ******** ***** was
  able to speak with Customer Care agent on 03/10/2023 and his request to cancel supply
  service was processed and effective 03/15/2023 Mr. ***** returned to ***** default
  utility supply service. In summary our review reflects appropriate
  notifications were issued and this account has been invoiced consistent with
  the disclosed terms of service therefore no refund is warranted.
  Constellation apologizes for any confusion and appreciates
  the opportunity to provide further details. If additional information is
  required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support 

• Initial Complaint

  Date:03/03/2023

  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.

  I signed a contract with Constellation for 36 months starting on 5/16/22 through 5/16/2025 for 14.8c . I was told by their sales person that 14.8c is based on 1000kWhh but if I use more than 1000Kwh I will pay less than 14.8c ( the more I use the less I will pay and the price would not go pass 14.8c for the next 36 months). But right after I signed the contract, my statement never show 14.8c....every month I have to pay 15.5 to 15.9c per Kwh. I have called the company and finally get a Service Rep name Willard picked up phone after I been on hold for 80 minutes. I explained this situation to him and was told to hold on while he do a research then he hang up on me and never call me back even though he verified my number on file before he hand up. Not sure what else I can do? I do not want to stuck in this high price for the rest of contract. Seems like this company do not care for customer after contract signed.

  Business Response

  Date: 03/10/2023

  Constellation confirms that on May 16, 2022, Mr. Diep
  agreed to a 36 Month Fixed Electricity Plan with the Average Price of 14.8
  cents per kWh, based on 1,000 kWh. We also confirmed that when Mr. Diep
  contacted us on September 12, 2022, we were experiencing extended hold times.  Mr. **** spoke to representative (Willard) on
  this day and discussed the average price he was billed. The representative placed
  Mr. **** on hold to get further information and the call dropped after 2
  minutes. Our records reflect that there was a call back attempt made to reach Mr.
  **** but the representative was unable to speak to him. Constellation has
  verified the account has been billed correctly and is being billed per the Electricity
  Facts Label, (EFL), of the plan that Mr. **** agreed to, (EFL attached). No
  adjustments are warranted at this time.

  Customer Answer

  Date: 03/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  this is exactly what I meant. the big company lured customer to sign a contract( don’t matter how much you use, the price would never go pass 14.8 c . that is why we want you to sign a contract for). Now after I got a contract the price went up to 15.5 or 15.9 because of Blah blah blah. No I do not except this and wish I could have other option.
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:02/28/2023

  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.

  I enrolled in December and there was an issue with the utility placing a block on the account to enroll. I removed the block and confirmed with the utility. Constellation emailed confirming they will attempt enrollment again shortly. Weeks went by and no confirmation. I reached out again via email and phone multiple times. Unfortunately their phone and customer care chat wait is always hours and hours long. You can see all the complaints about everyone having the same issue. And no one emails back a reply. Ridiculous. I finally reached someone through the sales dept live chat because OF COURSE that's the priority. Get the sales, make the money, but never answer if the customer has to contact them for ANY support. The sales person verified they never attempted to enroll the account again and they will get on that but had to transfer my chat to the customer care dept. Luckily, they transferred me and I didn't have to wait- not sure why. Anyway they assure me that they will process the enrollment. Again, a month goes by and no confirmation. I contact them again and can't get through to anyone. Wait for hours on hold. No replies to my emails for weeks. Finally try the sales chat again. Instantly get a rep. But they can't help me OR see when enrollment was requested. ALSO they can't transfer me to the customer care chat at this time. Been on hold for an hour on the phone. I JUST WANT A STATUS UPDATE AND/OR TO CANCEL.

  Business Response

  Date: 03/03/2023

  Constellation reviewed Ms. *******’s enrollment concern. Unfortunately,
  Constellation acknowledges the abnormally high wait times as a result of the
  significant number of customers also affected by blocked enrollments recently in
  the ********** market.  Constellation truly
  regrets and apologizes for the problem, and we are taking steps including increased
  staffing to reduce wait times. Constellation contact records reflect Ms. *******
  was able to speak with care agent 02/27/2023 and confirm enrollment accepted by
  the utility with assigned pending start date of 03/20/2023. Customer service
  and satisfaction is paramount at Constellation, and we strive daily to be as
  responsive as possible to our customers. Constellation again apologizes for the
  inconvenience and time required to successfully enroll and very much appreciates
  Ms. ******* selecting Constellation to be her supplier, we look forward to servicing
  her.              
  If additional documentation or information is required or
  needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support