Complaints

This profile includes complaints for MPower Energy LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MPower Energy LLC

  24 Hillel Pl Fl 2 Brooklyn, NY 11210-2923

• 

  MPower Direct

  2124 E Carson St Pittsburgh, PA 15203

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:07/15/2024

  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.

  I was approached by an Mpower salesperson and she claimed to have been sent by my local utility, She stated I would benefit from utilizing their services as part of an ESCO and showed me their rates. I agreed and signed their contract. After this interaction, I received the Terms of Service agreement which clearly shows the agreed rate to be identical to what I pay now in both gas and electric. I'm filing a complaint about their predatory sales practice and wish to no longer be contacted by them again. And, likely, they would have sold my information to third parties, which I would like to have removed.

  Business Response

  Date: 07/17/2024

  Hello *****,
  

  I hope this message finds you well. We have received your complaint through the Better Business Bureau page, and we are actively working to understand and resolve the issue.
  

  Upon further investigation, I learned that you completed enrollment on July 10, 2024, through a third-party verification phone call. This call served as a verbal consent to enroll your account in our service, during which your rates and terms of service were discussed. You agreed to our fixed pricing structure for electricity and gas for gas for a 60 month term. However, I noticed that the call quality was poor, which may have affected communication. We apologize for any confusion this may have caused.
  

  On July 11, 2024, you called our *************************** and spoke with our representative **** to request the cancellation of your account. A cancellation confirmation number was provided, and your account was successfully canceled. You will not start services with Mpower Energy, and your information has been removed from our database. We assure you that it is not our practice to sell or share your personal information with any other company.
  

  Later that day, our ***************************** contacted you to get feedback regarding your interaction with our sales representative. You explained your experience and provided details about the rates offered by the sales representative and those on the contract. Our ****************** Representative noted your concerns and escalated the issue to our Compliance Team for further investigation.
  If the investigation finds any misconduct by the sales representative, disciplinary measures will be taken, which may include retraining or termination of employment.
  

  Kind regards,

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  However, I will clarify in Mpowers response in their investigation in regards to the verbal agreement over the phone: the agent over the phone did not state the actual rates. Instead, I was asked whether I had read the Terms of Service (ToS), which was not fully provided to be had in my possession until after the call via text and email, which is where I caught the discrepancy. The ToS referred to (by the agent) was deceptively shown to me by sales representative which conflicted with what was provided in the actual ToS received via email. In summary, the sales rep was deceptive in their sales tactic. Additionally, the process of verification should be provided after receipt of ToS not before.

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

  
  

• Initial Complaint

  Date:07/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged extra 255 for mpower when my bill is only 160 this is a scam and I want it taken of my bill

  Business Response

  Date: 07/17/2024

  Dear *******************************,
  
  I hope this message finds you well. Your satisfaction and peace of mind are of utmost importance to us, and it deeply concerns us that our service did not meet your expectations.
  
  As a supplier of 100% renewable energy, we are passionate about educating the public on its benefits. Our agents are trained to clearly explain that our services provide customers with renewable ********************** to replace the traditional energy they are currently receiving. To enroll in our service, customers undergo a third-party verification phone call during which we explicitly outline that we are replacing the supply portion of the bill with a fixed rate, offering renewable energy. We also make it clear that we do not guarantee savings compared to the utility. During this process, customers are required to provide personal information, including their name, address, and account numbers. Additionally, customers sign a contract that clearly outlines the fixed rate, terms, and our policy of not guaranteeing savings. This contract is branded with our logo for easy identification.
  
  We want to clarify that our company is committed to providing genuine and valuable services to our customers. It is disheartening to learn that there may be confusion regarding the charges on your bill and the difference between the supply portion and the delivery portion.
  
  We attempted to contact you to obtain more information regarding your concerns, but unfortunately, we were unable to reach you. To better address your concerns, we have processed a cancellation for your electric account. Your cancellation confirmation number is 7280ED for your reference. Additionally, we have placed your account on guaranteed savings, meaning you will pay less than whatever the utility is charging for the supply during that time frame, until we are fully removed from your bill by your utility. Your exact termination date is July 26,2024. We have also added your information to our "do not contact" and "do not enroll" lists to avoid further escalation.
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.
  
  Kind regards,
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a senior citizen who retire from ******************** I have been defrauded by *******. In February 2024 a representative of M Power came to my home, **************** promised saving by transitioning my entire home to solar power. I agree to pay 5k in addition to 17k contributed by the Government. I have not received entire solar power for my home. I was also left with expose wires inside and outside of my home. Nor did I receive a contract from M Power.. And Representative have failed to respond to my inquiries. This has cause me great stress and anxiety. M Power has fraudulently used my personal information to secure a 40k loan instead 5k loan with Good Leap. I would appreciate some assistance with this problem. Thank you in Advance

  Business Response

  Date: 07/22/2024

  Hello,

  
  I hope this message finds you well. We are writing to address a complaint filed by **************** (Complaint ID: ********* alleging fraud by our company. We take all customer concerns seriously and appreciate the opportunity to clarify this matter.
  
  According to our records, we presented **************** with a detailed proposal and contract outlining the scope of work and associated costs for her solar panel installation. This proposal clearly stated that the final project cost could be reduced by applying any available government incentives, such as tax credits or rebates, for which **************** may be eligible for. Following ******************** review and approval, a signed contract was established between us. When speaking with **************** she did acknowledge that she signed the final contract that was presented to her and confirmed the email address to which this information was sent as well.
  
  Further, **************** completed our Welcome Call on March 20th, 2024. This welcome call is a recorded call between the customer and our agents to ensure that they have a clear understanding of their loan and possible incentive details. Throughout this call **************** answered all qualifying questions with a clear yes.
  
  To ascertain ******************* satisfaction and transparent communication, we have already reached out to her directly and proceeded to offer a viable solution, however, she rejected our offer.
  
  Thank you for your time and consideration. We look forward to working with you to resolve this complaint.
  
  Sincerely,

  
  Mpower Solar

  Customer Answer

  Date: 08/12/2024

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

  [Your Answer Here]

   
  Please refer to the letter sent dated 8/8/2024 regarding my complaint. I want someone to come out to assess the incomplete and hazardous work job that was done. I want a reputable company (not MPower) to remove the solar power panels and terminate the contract because they acted fraudulently. They told me I would receive solar panels for 3 units but only received panels for 2 units. I called Kelvis of MPower several times to address this, and he didn't return my calls. I contacted Mpower and spoke to ***********. He informed me that roof was too small to accommodate 3 units. Kelvis of MPower never told me this prior to installation.
  I was only informed of this after MPower installed the panels. This should have been addressed before installation. If so, I would never have gotten it.  On 7/3/2024 when I called  *********** of MPower to see what they were going to do to remove the solar panels. he offered me $200 in addition to the $1500 incentive check that was sent to pay my Con ********************* for 3 months, which I refused to cash. He said he could not do anything regarding the job that was done and that I am responsible to pay the loan back. I do not want MPower or Goodleap to put a lien on my property due to their fraudulence. I wasn't given what they promised.
  I lost confidence in MPower, and I don't want them to come back on the property until I have someone else come out to assess what they did. Also, I was told that after 3 months I would be paying $61, the difference between the loan and *************** However, the 2nd unit received a Con ********************* today of $183. In fact, I'm still getting Con ****** bills.
  Please assist me in resolving this matter. Thank you in advance.

   

   

   

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

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

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UGI Gas notified me that my bill was high because my supplier had been changed to M-Power energy. I was being charged 1.21 per unit instead of .41 per unit...costing me thousands since last year. An M-Power salesperson had come to my door and said I would save money by signing up with them. Clearly that was not the case. I call M-Power last week and spoke with a rep. I asked him to cancel my account no less than ************************************************************* Finally he said alright, here is a confirmation number of being cancelled. Today (week later) I just got a call from some claiming to be my "account specialist". The called trying to convince me that I should switch my electric to them in addition to my gas. I said, I cancelled you as my gas supplier last week. The women on the other line said she had no record of that. So I said cancel my subscription. I said it 5 times. She kept trying to sell me and then said she would have to transfers me to another department. I asked her why she could cancel my account if she was the account specialist. She continued to try and sell me. I finally said ,again, cancel my subscription and hung up. I'm guess it is still not cancelled. Im furious about being ripped of and still being manipulated.

  Business Response

  Date: 07/01/2024

  Dear *************************,
  
  I hope this message finds you well. I have attempted to reach out to you regarding your complaint but have been unable to make contact.
  
  After reviewing our system, we confirmed that you called our **************** team on June 14, 2024, and requested a cancellation, which was successfully processed. The confirmation number for this cancellation is 2737GD. *** has confirmed that the termination date will be July 24, 2024.
  
  I understand that you received a follow-up call after your cancellation request. Please note that our retention team contacts customers who request cancellations to offer them a lower rate in hopes of retaining their business. We apologize if this call caused any confusion or frustration.
  
  To provide you with the best service possible during the remaining period, we have placed your account on ******************* This means that instead of being charged the fixed rate you agreed to, you will be charged less than UGI's rate for that period.
  
  We appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out.
  
  Kind regards,

  Customer Answer

  Date: 07/01/2024

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

  [The response was not accurate as far as what I was put through and also included no actual resolution. It wasted my time and will cost me more money. The only option/resolution provided was to do eventually try to get me to stay with their business. This cost me over a thousand dollars. I was a victim of fraud]

   

   

   

   

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

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

  Business Response

  Date: 07/03/2024

  Hello *****,

  
  As mentioned in my first email, your cancellation has already been processed and accepted by your utility, with a termination date of July 24, 2024.

  
  Please note that your cancellation request was successfully processed on June 14, 2024, when you called our *************************** to request cancellation. We assure you that we are not trying to retain you as a customer. We also added your account information to our internal "do not contact list" to avoid further escalation.

  
  Just to clarify, I note that Mpower is not an additional charge. We replace only the supply portion of your bill. Before enrollment with Mpower, this charge was billed by your utility. Once Mpower stops supplying you, it will again be charged by your utility company.

  
  We understand that this situation has been frustrating for you. We want to ensure your satisfaction and resolve this dispute. We have gladly processed a courtesy refund of $681.70. You should receive your check by the end of next week.

  
  Kind regards,

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising 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.

  Power energy is a scam and do not care about their clients all they care about is there money. I called them and requested to cancel back in may and on my bill for July they are still on there. I had another colony say its very hard to get them removed because they do not care so I want them to remove me otherwise I will be taking them to court for the money they continue to charge me after I requested to be removed.

  Business Response

  Date: 06/11/2024

  Dear *******************************,
  
  We apologize for any inconvenience or confusion regarding your cancellation process. On May 13, 2024, you contacted our *************************** to request a cancellation, which was successfully processed. The confirmation number for your reference is *******. However, since you were in the middle of a billing cycle, you would still see us on your next bill.
  
  Once we receive a cancellation request, we promptly send this information to the relevant utilities, in this case, Penelec and PEGD. They typically take one to three business days to respond to our cancellation request. When they respond, they provide us with an exact termination date. Please note that we do not control the termination date; it is determined by the utility.
  
  Your accounts are currently inactive. Your electric account was terminated on May 14, 2024, by your utility, and your gas was terminated on June 8, 2024.
  
  We apologize for any inconvenience this may have caused. We strive to provide the best customer service by listening to our customers and fulfilling their requests.
  
  We hope this clarifies your questions or concerns.
  
  Kind regards,
  
  
  
  

• Initial Complaint

  Date:05/07/2024

  Type:Delivery 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.

  Date of Transaction; 2/26/2024 Account *************************** Complaint: I am being billed twice for the same service. Penelec charge and then MPOWER charge for the same commodity usage.Peoples Gas charge and then MPOWER charge for the commodity usage.I want to cancel contract with MPOWER ENERGY LLC affective immediately.

  Business Response

  Date: 05/14/2024

  Dear *************************, 

  We sincerely apologize for any inconvenience or confusion regarding our service and charges. Your satisfaction is our priority, and we understand your concerns.
  

  During our phone conversation, I clarified that our charge is not an "additional" charge on your bill in addition to the utility company charges. Our charge replaces the supply portion of your bill previously charged by your utility companies. The utility companies still charge for "delivery" of the energy using their infrastructure. However, they have always included a separate "supply" charge for the energy you used. The charges appear to be high because utility companies' delivery charges have increased dramatically over the past couple of years as a result of inflation. Unlike traditional utilities, we specialize in providing 100% renewable energy and fixed rates. Utility supply rates tend to vary (sometimes frequently). The risk of sharp variations is offset by Mpower's fixed rates. 
  

  Your feedback is incredibly valuable, and we have taken action to address your concerns. We have processed a cancellation as per your request and provided a confirmation number for your records.
  

  Once again, we apologize for any inconvenience or frustration this situation has caused you. Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:04/30/2024

  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 April 29, 2024, a sales agent visited my home and attempted to convince my wife to sign something she didn't fully understand. She asked the agent to come back later when I would be home. The saleswoman returned and mentioned she needed to check something regarding energy, which wasn't very clear. She insisted I open my PSEG bill for verification, despite already having all my information on her iPad. She then informed me that I would receive a survey call to confirm MPower Energy had completed the check. When the call came, the sales agent remained in my home and pressured me into answering all the questions with a "Yes" response, feeding me the answers. They even coerced me into falsely stating that they had already left my home when asked by the agent on the phone. Immediately after the call, they had me sign on their iPad, claiming the check was completed. Shortly afterward, I received a new contract for my electricity with MPower Energy. The entire process was rushed and confusing, seemingly designed to deceive the customer. Despite my preference for communication in English, the saleswoman repeatedly attempted to explain things in Spanish. I have since emailed MPower Energy customer services requesting the cancellation of my account with this fraudulent company. While the service may be beneficial for the environment, such sales practices are disgraceful, and I refuse to be a customer of such a company.

  Business Response

  Date: 05/07/2024

  Dear ******,
  
  
  I hope this message finds you well. We want to extend our sincerest apologies for any inconvenience or confusion caused by our sales agent during the recent visit to your home. Your satisfaction and peace of mind are of utmost importance to us, and it deeply concerns us that our service did not meet your expectations.
  
  
  As a supplier of renewable energy, our agents are passionate about educating the public about the benefits of renewable energy. We train them to fully explain the nature of our services, which include providing customers with renewable energy to replace traditional energy sources. To enroll in our service, customers undergo a third-party verification phone call where we explicitly outline the terms of our service, including the fixed rate and our policy of not guaranteeing savings compared to the utility. Customers also sign a contract that clearly outlines these terms and is branded with our logo for easy identification.
  
  
  We want to clarify that our company is committed to providing genuine and valuable services to our customers. It is disheartening to learn that your experience did not align with the standards we strive to maintain.
  
  
  Upon receiving your request to cancel, we have satisfactorily processed the cancellation, ensuring that you will not start services with us.
  
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.
  
  
  Kind regards,

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair 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.

  Today Salesperson from MPE&G came to my house. He was tried to scam me into shifting to his MPEG from *** saying *** has send him. He took details about my *** number. He told me everyone has signed into this in my apartments. I got one call as well from someone but when I ask that person what is all this that person disconnected. Later Salesperson was not ready to leave till i sign for the deal. I asked him to accompany me to my lease office and then left. This MPE&G is big ************ and everyone should stay away from them. I am not sure if i am enrolled into their scam program as I did not signed anything or answered any calls.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They called me and informed that I am not enrolled onto their services.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was tricked into signing up! I want my so called account cancelled immediately!!!

  Business Response

  Date: 04/10/2024

  We want to express my sincere apologies for any frustration or confusion you experienced.
  
  At Mpower Energy, we are committed to providing renewable energy and fixed rates to our customers, and our agents are dedicated to educating the public about the benefits of renewable energy. We take great care to ensure that our customers fully understand the nature of our services before enrolling. We have rigorous processes in place, including third-party verification, to prevent enrollments resulting from confusion or mistake.
  
  We understand that you may have had a change in your energy needs. I have processed a cancellation for your account, and the confirmation code for your records is *******. Please note that because we have already initiated the process to add your account with your utility, there is a possibility that you could start services with us. To address this, we have added your accounts to guaranteed savings. This means that until your utility removes us from your bill, you will be charged less than their rate for the supply portion of your bill. After that, you will be supplied directly by your utility.
  
  As per your request, we have added your information to the "do not contact list" to prevent any further communication.

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising 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.

  A sales agent came to my home and forced his way inside as he knocked the door loudly. He said he was checking my energy usage to make sure it was above a certain amount. He required me to open my Pepco (my current utility provider) app to check. He had all of my information already pulled up on his iPad and then took down my usage information. He then said I was going to receive a survey call to make sure MPower Energy completed the check. I got the call but the sales agent did not leave my house. He forced me answering all the questions asked in the call with a "Yes" answer while he was still in my home. He fed me the answers for all the questions asked in the call. Even he forced me to say that "he had already left my home" when the agent on the phone asked if the sales agent had left my home. It was 8pm in the evening and he was in my home, I was forced to answer "yes" for all the questions as I would feel unsafe not to follow his direction to answer the questions since during that time just me and him are in my house. Shortly after the call, he had me sign on his iPad saying that he completed the check. Immediately after, I received a new contract for my electricity with MPower Energy.I called to cancel the contract and I was given trouble for canceling the account. Also I have emailed the MPower Energy customer services with a cancellation request. I also mailed the cancellation request to the physical address they listed on the contract. I want my account canceled with this scam company. My account number is: **********************.

  Business Response

  Date: 04/04/2024

  We want to extend our sincerest apologies for the inconvenience or confusion with our sales agent during the recent visit to your home. Your satisfaction and peace of mind are of utmost importance to us, and it deeply concerns us that our service did not meet your expectations.
  
  Please rest assured that we take your complaint very seriously. Our goal is to ensure that every interaction with our team is professional, respectful, and informative.
  
  We want to clarify that our company is committed to providing genuine and valuable services to our customers. We specialize in supplying renewable energy and fixed rates, our agents are passionate about educating the public on the environmental benefits of renewable energy sources. It is disheartening to learn that your experience did not align with the standards we strive to maintain.
  
  Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We are committed to implementing necessary improvements, including enhanced training for our sales team, to prevent such incidents from occurring in the future.
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *** ****