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.

  1221 Lamar St Ste 750 Houston, TX 77010-3038

• 

  Constellation New Energy Inc.

  900A Lake St Ste 2 Ramsey, NJ 07446

• 

  Constellation New Energy Group, Inc.

  1300 Virginia Dr Ste 230 Ft Washington, PA 19034-3255

• 

  Constellation NewEnergy, Inc.

  Columbus, OH 43240-4058

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:10/13/2022

  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.

  My electricity contract states if I use 2000kw I'll be charged 13.8 cents per KW. However last month I used 3726 and was charged $543.66 which is about 14.6 cents per kw. This month I used 2741 kw and was charged $400.88 which is about 14.6 cents per kw. Nowhere in the contract does it state that if I use more than 2000kw that I'll be charged 14.6 cents per kw.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Constellation reviewed Jesse ****** account and concern. Constellation records reflect that upon expiration of prior fixed rate agreement ending 08/03/2022 customer selected to renew for 12-month GREEN fixed rate agreement at $0.0970 / kWh. Constellation attaches copy of the related Electricity Facts Label EFL and Terms of Service issued to the ******, disclosing the renewal agreement. Constellation and all suppliers are required by Texas Public Service Commission requirements to provide customers with three 3 examples of what the average price could look like, so all TX suppliers use 500 kWh, 1000 kWh and 2000 kWh examples to disclose the estimated average price is an example, and the estimate is calculated using the related fixed energy charge, in this case 9.7 cents per kWh and the related Transmission and Distribution utility Service Provider TDU charges as established by the Texas PUC. As illustrated on the ****** EFL the average Price disclosure does not include applicable federal, state, and local taxes. "Your actual Price for electricity may vary according to your exact monthly usage and TDU pass-through charges." In summary the.13.8c referenced in the concern and listed on their EFL at 2000 kWh's is not the fixed rate agreement rate charged but simply reflects an estimate of what the average price you will pay per kWh would be at 2000 kWh using the contracted fixed rate of $0.0970 /kWh. Again, the agreement the ****** selected has a "fixed" energy charge of 9.70 cents per kilowatt hour and the 13.8 cents on the EFL is an ESTIMATE of what the average price the customer would pay at 2000 kilowatt hours of usage.
  Constellation apologizes for any confusion regarding this agreement and appreciate 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
  
  
  Consumer Response /* (3000, 7, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When signing my contract I chose a contract with a fixed rate and 13.8 cents per KW is what was advertised. Constellation is just another company with a bait and switch mentality. Let's advertise a lower rate to entice the customer but charge a higher rate once we have them. I can tell from your response that you're not willing to honor the 13.8 you advertised. I'll be moving to another company with more customer transparency and honesty.

• Initial Complaint

  Date:10/12/2022

  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'm not understanding how my bill each month is almost a thousand dollars with constellation. I keep the thermostat on 80 which is very uncomfortable. We are barely here in the daytime. I have pretty much unplugged all unnecessary items except the refrigerator. I can't pay rent, car note and keep up with my monthly doctors appointments with my monthly medications. Please help I know this bill can't be right each month.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Constellation reviewed **********'s account and concern. Constellation records reflect the $0.09/kWh fixed rate agreement was scheduled to expire 09/04/2022. In accordance with terms of service a renewal notice was issued dated 08/01/2022 outlining options available upon expiration. Constellation attaches copy for reference, as illustrated, "If you have not selected a new plan by your expiration date, state regulations require that we continue your service on our month-to-month variable rate." Unfortunately, Constellation did not hear from ********** prior to expiration and effective with September invoice the account rolled to the higher month-to-month variable rate. A request has been submitted for a Customer Care agent to reach out to ********** to discuss current fixed rate options and possible loyalty credits that could be applied to the September charges if a renewal option is selected.
  Constellation apologizes for any confusion regarding contract expiration 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

• Initial Complaint

  Date:09/21/2022

  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.

  Our last electric bill ($813.32 for 2215 kWh and on auto-pay) was more than triple the previous months bill ($256.23 for 2920 kWh) while we used substantially less power. After calling them we were told that our electric contract expired and that they had moved us into a plan of their choice, at $.39 per kWh, while we had been paying about $.115 per kWh.
  Constellation stated that they had sent the required contract expiration notice to us through regular mail, but that the notice was sent back as "undeliverable". Constellation said the address was correct, and that the postage was correct, and offered no explanation as to why our mail from them was returned. We have never had any other bill or piece of mail returned as "undeliverable" before, and have lived at this address for almost four years. Constellation stated that they could not change the bill back to the previous rate. They did offer a $200 "loyalty" credit, which we accepted, but that still has us paying about three times what we would have paid under our previous contract.
  Constellation has my email, which receives weekly energy usage reports, and my wife's email (****************), which is registered with their on-line customer portal, and our mailing address. Constellation knew that our bill would more than triple when they pushed us into their ultra-high $.39 kWh rate, and they knew we did not get the notice that our contract had expired, and they did nothing to attempt a second notice or to let us know our contract had expired. They also refused to adjust the bill down to what our previous rate was, or to allow us to enter into a new contract and have that $813 bill adjusted to the new contract rate.
  We are now waiting to see if the next bill will be at that super-high rate as part of the billing cycle was already complete before we were able to enter into a new contract. Twice we were told a supervisor would call us back, and that never happened.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/23) */
  Constellation reviewed ************'s account and concern. Constellation empathizes and understands the concern however our review indicates Constellation fulfilled the required renewal notification process and actual postal delivery is not within Constellation's control. The correct address and appropriate postage were applied and to support this please see attached copy of returned renewal notice issued. Additionally, Constellation does not roll customers to a "plan of our choice". Constellation like all suppliers in the Texas market are required by regulatory tariff to continue supply service to their customers on the supplier's month-to-month variable rate plan. These rate plans are market dependent and with recent significant market increases in energy prices the corresponding variable rates invoiced for August represent Constellation's cost to supply this power. Again, Constellation understands the concern however with no error on Constellation's part, Constellation is unable to grant additional credits or adjustments.
  As mentioned, Constellation in response did offer the ************ a two-hundred dollar $200.00 loyalty invoice credit and applied this credit upon renewal. Constellation again very much regrets this issue and appreciates the opportunity to provide additional information.
  If further questions or concerns remain, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support
  
  
  Consumer Response /* (3000, 7, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What I got from Constellations response was that they complied with the letter of the law, but feel they have no responsibility to comply with the intent of the law. The requirement that electric providers give notice to the consumer that the consumers' contract is expiring was enacted to help consumers avoid predatory practices like Constellations' practice of moving a person into a electric rate that is more than triple what was being paid under the contract. New regulations that were enacted after I signed my electric contract now require electric providers send THREE notices that a contract is about to expire. Obviously regulators did not think the single notice was sufficient, and had to increase the level of notification from electric providers threefold. As Constellation still seems to feel they have no ethical obligations to consumers beyond the letter of the law, I will file a complaint on this issue with the Public Utility Commission of Texas so that they can be made aware that the recently increased regulation of electric providers in Texas is completely warranted, and that further increased regulation of providers such as Constellation may still be needed.

• Initial Complaint

  Date:09/20/2022

  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.

  I just became a customer with this company I'm on my second bill. I was lied to. Please pull the calls to verify. First I was told that there is a 5-day grace period that I will not receive a late fee if I don't pay my bill the day of when it's due. I just looked to view my bill today and if I don't pay at the very next day after October 3rd there's a penalty. I specifically asked that before I agreed to do business with the company again pull the call.
  Also I signed up for services in which I was supposed to be given a $100 bill credit if I use 1500 kph. Why does the bill reflect 35$ credit.
  Also How did you read my meeter at 500 for 2 weeks but now its over 1700. The lies!! NO ONE IS HERE IN THE DAY TIME!!! Charge for my usage not an estimate!!
  

  Business Response

  Date: 09/24/2022

  Business Response /* (1000, 5, 2022/09/24) */
  Constellation reviewed Ms. ****'s concerns. Constellation is disappointed that Ms. **** is confused regarding her Constellation service. A call request has been submitted for Escalated Customer Support agent to reach out to Ms. **** to discuss her concerns further.
  Regards,
  Escalated Customer Support
  
  
  Consumer Response /* (3000, 7, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I need proof of the conversation. I was told I could be let out of the contract without penalty. I was lied about to about having a grace period.
  
  I was not confused about anything. My bill shouldn't be $300.
  
  Business Response /* (4000, 17, 2022/10/25) */
  Constellation reviewed additional comments dated 10/21/20222; Constellation transaction records reflect 10/14/2022 a DROP transaction received from Ms. ****'s utility / ***** cancelling Constellation service. Subsequently, later that same day inbound call from ****** **** stating she received notification of cancellation and she did not authorize or request to drop. Constellation Care Agent opened Inadvertent Account Loss IAL transaction requesting ***** return service to Constellation as customer did not authorize drop/cancel. The utility administers the IAL process, and it can take some time to complete. Ms. ****'s IAL is currently pending and in the interim a HOLD is in place to prevent service disconnection. Once ***** returns account to Constellation, Ms. ****'s Constellation service and agreement will be reinstated with no changes.
  If additional information is needed or required, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support
  
  
  Consumer Response /* (4200, 19, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I like the company so far but the customer service is a bit much. How can this happen without my information & how can you assure me it won't happen again?

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  This company is IMPOSSIBLE to get a hold of. I have called and emailed every day for the past few weeks desperately trying to cancel my account. I have been on hold for hours at a time. When I finally get a hold of someone, I am transferred to another department. Eventually, I am hung up on. I have also sent numerous emails stating I would like to cancel. No one has replied or reached out to me.
  
  I also had a customer service rep ASK FOR MY CREDIT CARD INFORMATION. He said he could not help me unless I gave my credit card information. I had not ever provided this information because I had not officially signed up at the time (only requested to enroll). When I refused to give my credit card information, the representative hung up on me.
  
  I would just like to confirm my account is canceled.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 7, 2022/09/18) */
  Constellation reviewed ***********'s concern. With record heat in the Texas market resulting corresponding higher power bills Constellation experienced significantly higher Customer Care call volumes and for this we apologize. Constellation enrollment records reflect the ***** enrollment issued 08/29/2022 was cancelled 09/01/2022 "customer rescinded enrollment" The ***** account was not activated, and Constellation completed attempts to the ***** residence leaving messages confirming cancellation.
  If additional documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support
  
  
  Consumer Response /* (2001, 9, 2022/09/16) */
  I would like to provide an update. Constellation has reached out and confirmed my account is canceled.

• Initial Complaint

  Date:09/09/2022

  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 have had a 12-month contract for electricity with Constellation. My contract was coming up for renewal soon, I thought. In the policy, and what I was told when I signed up I would get 3 notices that my contract was about to expire. The last notice would be 15 days before expiration. I did not receive such notice. What I did receive was a $1625.35 bill! That's for one month! I have never been so hurt by a company of this magnitude in my life. This is taking advantage of the customer in so many ways I can't imagine. How can a normal person making a normal living, pay for the same usage and pay four times as much in one month? They raised the rate to over 33 cents a kilowatt hour which is ridiculous!! I was going to renew, but now I'm forced to renew under duress because I need the lights to stay on. I thought companies like this were being regulated to not take advantage of the consumer.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 7, 2022/09/15) */
  ***Document Attached***
  Constellation reviewed ************ account and concern. As noted, ************ was enrolled under 12-month fixed rate agreement scheduled to expire 08/05/2022. Constellation agreement terms of service along with Texas Public Service regulatory requirements only require one 1 renewal notice be mailed to the customer not more than 30 days prior to contract expiration date so in accordance with both internal and external requirement a renewal notice was issued to ************ at the service and billing address on file via US Postal Service dated 06/30/2022, cc attached As illustrated in the renewal notification " If you have not selected a new plan by your expiration date, state regulations require that we continue your service on our month-to-month variable rate". Additionally, the Contract Term information with Expiration Date highlighted appears on each Constellation monthly invoice in another attempt to keep customers informed on their upcoming expiration date. Unfortunately, Constellation did not receive any contact prior to expiration and in accordance with Texas regulation Constellation remained the supplier of record and the account rolled to the month-to-month variable rate plan for the August invoice period. On 09/02/2022 ************ called speaking with Constellation Customer Care agent who explained why his August invoice was so high. In response to his concern Care agent agreed to process a discretionary credit billing adjustment in the amount of $931.53 applying to the August invoice period. Constellation apologizes for any confusion regarding agreement expiration however as noted appropriate notification issued and courtesy credit processed. Constellation attaches copy of revised August invoice # 63335930401 cc attached issued 09/09/2022 reflecting billing adjustment granted and processed.
  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:09/06/2022

  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.

  I have Consellation as my energy provider and they sent me a letter to say that my plan was expiring and that I could lock in another rate if i would go to their website and enter a key number that i could renew at the rate in my letter. I went to their site and put in the key number and an error message said to call a listed number which i did and after to many questions they tried to steer me to a different plan, Bait and switch shameful!!!!
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Constellation reviewed **************'s account. Constellation apologizes for the confusion and trouble encountered when attempting to renew. If Mr. ********* remains interested Constellation will be happy to reinstate the rate plan offered and a request has been issued to have a Constellation Care team member attempt to reach ************** for further assistance. Constellation again sincerely regrets the confusion and appreciates the opportunity to address Mr. *********'s concern further.
  If additional documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:08/30/2022

  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 signed up with Constellation on June 22nd when I moved into my new house... After 40 days or so, I started to call in and ask where my bill was.. Their customer service on the phone and via chat kept telling me my service was inactive and I'm not a customer with them and to reach out to who I signed up with.... I would continuously tell them, they were the only company I ever talked to. Forward a week or so after that, I receive a bill for $600, I call in and complain and ask why it's so high they try to blame it on the hot weather. Couple days later, I receive a bill for $1,422.. correct $1,422. That bill was for 45 days or so. How many people live in this household you might ask? TWO PEOPLE. MY WIFE AND I. In 45ish days, my wife and I used over 7k kWh.... Oh well maybe you turn down your ac? No the average it's set it was probably 76/77. I disputed the bill and a manager at constellation promised me a call back August 29th... Here I am august 30th, not a single call and it takes HOURS to get ahold anyone that understands what's going on there. First line is a call center or a group that don't know much, takes 1-2 hours to do that, and then have to argue with them to speak with a manager, takes 10 or so minutes, and then another 45-1hr on hold to speak with a supervisor/mgr. The manager also offered to push the payment due date 15 days, so now it's sitting around Sept 14. I'm not asking for a 100% refund, but please.. just give me a regular bill. $1,422 isn't real, doesn't make any sense. It's two people living in this household.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Constellation reviewed **************'s account and concern. On June 22nd, 2022, Constellation received an online self-select switch request from third-party broker, ******************, for service address ******************** Lewisville, TX 75077. The service became active June 22nd, 2022, under a 36-Month Residential Fixed Electric Plan with Usage Bill Credits and a fixed energy charge of $.1590 cents per kWh. Constellation attaches copies of Electricity Facts Label EFL and Terms of Service documentation issued governing the rate plan selected. Constellation invoices based on consumption data received from the ******'s local utility, ***************************. For service address ******************** ESID# ***************** Constellation received four 4 usage transactions from **** and invoiced accordingly see below invoicing periods:
  Service Period: 06/22 - 07/06: 2,196 kWh Invoice $423.28
  Service Period: 07/06 - 07/25: 3,035 kWh Invoice $602.50
  Service Period: 07/25 - 08/05: 1,548 kWh Invoice $299.43
  Service Period: 08/05 - 08/08: 452 kWh Invoice $97.49
  Totals for Entire Service Period 06/22/2022 through 08/08/2022; Used 7,231 kWh's; Invoiced Balance Due $1,422.70.
  Constellation received a drop/cancel notification from **** coded "Customer switching to another Retail Electric Provider" REP with an effective cancellation date of 08/08/2022. Constellation contact records reflect several calls and chats where Mr. ****** disputed his usage. Constellation Care Agents opened service tickets requesting Meter Test unfortunately on 08/10/2022 Meter Test Usage Validation request was rejected because Constellation is no longer the Retail Electric Provider / REP of record. Questions or concerns regarding meter and actual consumption reported would need to be directed to the utility **** as Constellation can only bill what is reported to us from the utility.
  In summary Constellation records confirm online self-select switch received from third-party broker ****************** for above referenced service address with active service effective start date of 06/22/2022. Constellation review confirms **************'s account invoiced consistent with the terms of service and agreed to rate plan requested as outlined in EFL and Terms of Service documentation issued. All Constellation supply charges billed at $.1590 per kWh. The account switched to another REP effective 08/08/2022 and total balance due is $1,422.70 with no early termination fee charged.
  Constellation appreciates the opportunity to address Mr. ******'s concern and if additional documentation or information is required or needed, please contact Constellation directly at [email protected].
  Regards,
  Escalated Customer Support
  
  Business Response /* (4000, 14, 2022/09/21) */
  Constellation reviewed additional comments dated 09/15/2022 and regrets Mr. ****** feels our response was insufficient however as previously noted, "Questions or concerns regarding meter and actual consumption reported would need to be directed to the utility **** as Constellation can only bill what is reported to us from the utility" ********************** **** owns, operates, and maintains the lines meters and infrastructure delivering power to the residence. Constellation supplies the power to the utility for delivery and consumption. Constellation depends on the usage information transmitted to us for invoicing the customer. As previously noted, Constellation invoiced the ****** residence consistent with the usage reported from the utility. If Mr. ****** feels the usage was not correct again, he needs to contact **** and have them review and confirm usage reported. If Constellation receives adjusted or revised usage information from **** for the invoice periods in question, we will be happy to process those adjustments and issue revised invoicing.
  Constellation again appreciates the opportunity to provide further details and if additional documentation or information is required or needed, please contact Constellation directly at [email protected].

• 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.

  Ive been with constellation energy for over two years now and suddenly they decided to make changes to my account and put me on a variable rate. Never in 22 years of living in the same residence have I received such a high electricity bill. The bill is almost $800 for the month of July. This is outrageous, On June I paid them over $500 I figured that was the highest it would get considering temperatures have gone up.
  
  I called them up to find out what was going on and another company named "*********" answered. They could not provide me with any info, all they could do is take my money. That is ridiculous. It seems to me this company is only interested in taking your hard-earned money. I need to find a resolution as I don't have this type of money. I filled out a survey asking them to call me but it's been 4 days now and I have not heard from them. I for sure won't be using Consellation ever again.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Constellation reviewed **************'s account and concern. Constellation records reflect initially enrolled 10/27/2020 in a 12-month tiered energy plan with an average price of $.08kWh for 1000kWh. In accordance with his terms of service a renewal notice was issued 09/14/2021 cc attached outlining the options available upon agreement expiration. As noted, "If you have not selected plan by your expiration date, state regulations require that we continue your service on our month-to-month variable rate. Constellation received no response to this notice and effective 11/05/2021 Mr. **** rolled over to month-to-month variable pricing. As required Electricity Facts Label EFL was issued 10/21/2021 cc attached disclosing the current pricing for the variable rate price plan. Please note as illustrated in bold print the EFL informs customers "Price may change in subsequent months at the sole discretion of Constellation". Unfortunately, Mr. **** has been on a variable rate since November of 2021 and based on 2022 market conditions power prices have significantly increased each month as energy cost have risen substantially. Constellation sincerely regrets Mr. **** was not aware he has been on variable rate plan since November 2021 however appropriate notification and disclosure were issued as required.
  Constellation transaction records reflect a DROP transaction received with an effective cancellation date of 08/09/2022. Mr. **** account has been final billed as of 08/10/2022 and no longer actively supplied by Constellation. Constellation again regrets Mr. **** confusion regarding his rate plan 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
  
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is ridiculous as I tried contacting you people multiple times and a company by the name of ********* is the only ones that answered. In addition I filled out a survey asking you to call me back but have yet to receive a phone call. You guys don't care about customer service.
  
  
  Business Response /* (4000, 11, 2022/08/29) */
  Constellation reviewed additional comments dated 08/23/2022. Constellation initially researched Contact records looking for **** survey response requesting a call back. Based on additional comments received an additional review of contact/survey response records for the prior six months was conducted and we have been unable to locate any survey response from ************** under his e-mail address, utility # or Constellation account information. If Mr. **** has additional details on the date or which survey, he may have completed Constellation will be happy to review contact records further. Constellation contracts with **************. as a third-party payment processing vendor and unfortunately, they are only able to process payments when contacted. It appears Mr. **** may have called our telephone payment option number in error instead of our Customer Care toll-free line which appears on all customer monthly invoicing; see attached Contact Information as it appears on customer's monthly statement:
  Constellation apologizes for any difficulty encountered attempting to reach our Customer Care group and again our apologies for the confusion regarding Mr. ****'s variable rate plan however, as previously noted, appropriate notifications and disclosures were issued.
  If additional documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support
  
  
  
  
  Consumer Response /* (4200, 13, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This further explains how unorganized this company is. I called the # on the statement multiple times, the survey was sent the same day I received it via email on 07/05/2022. I've contacted you via the email you've provided " [email protected]" and still no reply.
  
  
  Business Response /* (4000, 15, 2022/08/31) */
  Constellation reviewed additional information provided 08/30/2022. Constellation again reiterates previous responses. Further investigation again reveals no survey response documented from ************** on 7/05/2022. Our compliance email address: [email protected] also found no record of e-mail received. Constellation contact records reflect the last telephone contact from ************** recorded 09/21/2021 02:56:53PM where Mr. **** inquired about his charges fluctuating. At that time Mr. **** was on a 12-month tiered plan and agent provided details on the tiered rates charged based on levels of consumption and the customer acknowledged his understanding and terminated the call. As previously noted, Mr. ****'s tiered plan expired 11/05/2021 and he rolled to month-to-month variable plan. All calls to Constellation Customer Care are recorded for security purposes so if Mr. **** had spoken with Care agent, comments regarding the call are recorded in Constellation contact records.
  At this time, Constellation request Mr. **** verify specific telephone number he called and the telephone number he called from along with date range of call or calls made. Additionally, we ask that Mr. **** provide copies of e-mail or survey correspondence issued.
  Regards,
  Escalated Customer Support

• 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 was signed up for a service without any written, verbal communication or warning. They claimed to mail a letter but I have never revived this notice. i asked for proof of the letter but they said they are unable to provide one. Once I called to cancel service and spoke with the rep Hope she went ahead cancel service on July 29th. It's now August and I received another insane bill and was told it's takes 1-2 billing cycles for the cancellation to get approved. I ask to speak with the manager and spoke with Tammy and she said she has as unable and not authorized to provide any credit. I explained I was not given any warning about this and she said would call me back when she here's from her operation team. I need my money back for the past 2 months.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Constellation reviewed ***************'s account and concern. Constellation records reflect Ms. ***** service address ***************** Yorktown Heights, NY 10598 lies in the Town of Somers service area which participates in the Community Energy Program known as ***************** aggregation program. All eligible participants should have received program notification explaining the program and informing customers are automatically enrolled unless opt-out is requested. Constellation records reflect Ms. ***** was enrolled effective with her June 2022 invoice period. Constellation attaches a copy of the Program initial notification which provides an overview and details of the program. As noted, Ms. ***** contacted Constellation 07/29/2022 requested to cancel from the program. Constellation transaction records reflect a DROP request was submitted 07/29/2022 to ***** and 08/01/2022 ***** accepted our DROP transaction and assigned 08/09/2022 as the effective cancellation date. Ms. *****'s supply service is no longer active in the *********** aggregation program and Constellation regrets any confusion this issue may have caused.
  If additional documentation or information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support