Complaints

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

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• 

  PALMco

  8751 18th Ave Brooklyn, NY 11214-4605

• 

  INDRA Energy

  1515 Market Street Suite 1200 Philadelphia, PA 19102

• 

  PALMco

  10000 Lincoln Dr E Ste 201 Marlton, NJ 08053-3105

• 

  PALMco

  1 Greentree Ctr Marlton, NJ 08053-3105

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:03/29/2023

  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.

  Hi, I want to make a complaint against ***** ******. I never signed up for this ******* to be a supplier of electric energy for *****. Is this a "rollover" and or a randomly selected ******* to supply energy? I've ******* paying for energy for decades and have never even heard of this type of ******* or *******. I am paying for electricity for five different units. They are charging me an astronomical average of $150/mth for 900SF apt rates for a ******** ******* that I never authorized to charge me. When speaking with their *******, they cannot even track where or when I signed up, nor do they possess my signatures. Is this a rollover supply *******? Why doesn't ***** provide the supply? ***** provides our electric supply and delivery within multiple units at ************************* and our three-unit home in **********, **. We did not ask for Indras' supply and called them numerous times to cancel the supply *******. Then while on hold will pick up and then transfer to say they will credit my account, and then they say that we need to stay on to get these credits. I will then ask for a manager and be passed around to wait and get cut off. I will then call again to wait for a manager to cancel, and they will inform me that I will receive credits that never happen, nor do I receive a call back; ***** does not take responsibility for this; they tell me to call Indra to help me. Do we also need to make a complaint with *****? Meanwhile, my bills add up, and I have paid too much because ***** said they would cut *******s and forced me to pay over $4000 in April 2022. It's apparent that I keep *******s on for my tenants. This is killing me financially because they are way too high. Additionally, I get letters from *** ** about shutting me off when I am being unfairly charged. I need help prohibiting ***** from shutting me off, getting the credits I was promised from Indra. Moving forward with paying reasonably priced bills for ******** *******s. Thanks ;-)

  Business Response

  Date: 04/10/2023

  In response to ******************* (the Consumer) complaint, we researched our records and confirmed that the electric account ending in **** was enrolled with ***** ****** (Indra or the Company) on June 1, 2021 into a fixed rate plan. Please be advised that Indra located only one (1) account receiving service from the Company.
  
  Indra sent an initial notice to ************** on August 4, 2022 regarding the pending expiration of the fixed rate. A follow-up notice was also mailed to her on August 25, 2022. The Consumer did not contact Indra regarding the notices; therefore, her electric service continued in a new fixed rate selected by Indra, in accordance with the terms and conditions.
  
  On December 9, 2022, ************** first called our customer service department regarding her account. The representative explained the account details and asked if the Consumer wished to cancel, at which time she declined to cancel at this time and requested a refund. The representative scheduled a callback to further review the account, and on December 13, 2022, ************** was issued a courtesy credit. A representative attempted to contact the Consumer regarding the refund, but there no was answer and no option to leave a message.
  
  Upon receipt of her complaint, we processed a cancellation of her account, and as a result, the utility provided a service end-date of April 28, 2023. *** ****** account will not be charged a cancellation fee.
  
  In a good-faith effort to help resolve this matter, Indra sent ************** an email on April 5, 2023 containing her account information as well as Indras resolution. On April 6, 2023, a Compliance representative also spoke with ************** regarding her concerns and confirmed the resolution, at which time she accepted the resolution and thanked us for the assistance. 
  
  Indra makes every effort to review and appropriately resolve consumer complaint. Please feel free to contact us at ************************************* with any questions or concerns.
  
  

• Initial Complaint

  Date:03/16/2023

  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.

  Solicitors for this company came to my house and told us this would help lower our bill and everyone in the neighborhood was allotted a discount on their bill because the big companies were going to push up the prices. Every time we said no they made it seem like we had no choice so we signed up. Our bill skyrocketed to more than 3 times it has ever been. We called and canceled immediately and asked for a refund. They called us names and yelled at us before hanging up. Half the time I called to speak to someone I got hung up on in the middle of giving my address or after I told them why Im calling. They escalated my request several times and I was told by a supervisor we would get a full refund of $953.52, however that never happened and now my heat has a shut off notice. I called again because since Indra is billed through ************ the only people who can issue a refund credit for the Indra portion of the bill is Indra themselves. When I called to find out about what was happening with the refund credit I was told it had to be escalated again and I would get a call from the refund department in 3-5 business days. I let them know about the notice and they said thats just how long I have to wait. 4 days later I got a call from the refund department the young lady said $250 was approved for refund and she needed my email address. I gave my email and asked why the full amount wasnt refunded and she said she didnt have that information and I had to call customer service. When I called customer service they said if I wanted the full amount refunded it had to be escalated AGAIN!!! And that would take another 3-5 business days. This has been going on for close to 2 months. They clearly dont plan on paying the refund and Ill either have to pay ************ $953 or get my heat turned off. They also told me the $250 would take 2 billing cycles to be refunded!! Thats crazy I just want my refund.

  Business Response

  Date: 04/03/2023

  In response to ************************** (the Consumer) complaint, we researched our records and confirmed ***************************** enrolled the natural gas account with Indra Energy (Indra or the Company) on June 15, 2022, into an introductory rate for the first billing cycle, followed by a variable rate thereafter. The Enrollment Confirmation package, including the terms and conditions of the variable rate,was sent to the Consumer following the enrollment.
  
  On February 2, 2023,***************** contacted our customer service department regarding her concerns.  The representative explained the accounts enrollment details, at which time she acknowledged her understanding of the information presented to her. Later that same day, **************** called back and requested cancellation. The representative immediately submitted the cancellation request to the utility, which provided a service end-date of March 1, 2023. The Consumers account was not charged a cancellation fee.
  
  On March 13, 2023, **************** called back regarding her supply charges. In an effort to resolve her concerns, the representative scheduled a callback to further review the account and on March 15, 2023, the Consumer was issued a courtesy refund.
  
  In response to *********** allegations pertaining to her interaction with the Company, we thoroughly reviewed our call records and have been unable to substantiate her claims, as she successfully spoke with our customer service department, as illustrated above.
  
  Regarding the sales presentation, Indra takes these matters seriously and upon receipt of *********** concerns, we immediately reached out to the door-to-door sales team and vendor. The Companys sales agents are trained to completely adhere to our policies and guidelines when presenting our program to customers. When sales agents engage in negotiations with customers, agents provide their first name,state they are there on behalf of Indra (not acting on behalf of the state),and the purpose of the solicitation. The sales agents are trained to not engage in misleading, deceptive, or aggressive conduct. Based on our review, we have been unable to substantiate **** ******* allegations.
  
  We also conducted an analysis of the Consumers natural gas account, and it appears there was an increased usage reported to us by the utility, which in part resulted in a higher invoice. For reference, during her November 2022 billing cycle, **************** consumed 91 therms, while 158 therms and 175 therms were consumed during her December 2022 and January 2023 billing periods. Please be advised that Indra does not read any meters, as the utility handles all of the billing including customer meter-readings.
  
  Based on our review,**** ******* natural gas account was enrolled with proper authorization and charged for supply correctly. Notwithstanding, in a good-faith effort to resolve this matter, Indra will issue a final refund for her natural gas account. The refund will be sent to the utility to be applied to her natural gas account within four to six weeks.
  
  On April 3, 2023, a Compliance representative reached out to ***************** regarding her concerns and provided a resolution, at which time she accepted the resolution and thanked us for the call.
  
  Indra makes every effort to review and appropriately resolve consumer complaint. Please feel free to contact us at ************************************* with any questions or concerns.

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though all the information is not true, some is. I did have a compliance representative named ****** kindly reach out and apologize for the companies wrongdoing. She stated they were going to discipline at least one customer service representative named ****** for being unprofessional. They stated all door to door solicitors are a 3rd party company and are supposed to tell the truth about what they were selling. They offered us a refund for what I was charged. I accepted. I appreciate ****** from compliance for her good customer service and righting this wrong. I am satisfied with this result. Thank you.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/15/2023

  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 fraudulently signed up for this program without my knowledge. A rep came to my door in April 2022 and asked if I wanted info to save money on my energy service provider. I said yes and gave her my number and name. She signed me up without my knowledge and put my phone number wrong in the system so I would not know about it. I called multiple times to get my account canceled and it was never canceled until February 2023. I asked to cancel months ago after I found out I was signed up. It was never put in for both and electric and gas to be cancelled. My bill has been about $1000 because of this and I am on limited income. They only refunded me $25 and said no to additional help regarding this. I have been giving the run around regarding this matter, and it is very frustrating especially when I did not sign up in the first place. I would not sign up for a company without knowing any details about it, especially if I knew it would increase my ***************** every month. I looked up the company and I see that there are multiple customers going through the same issue and this company has faced lawsuits with other states and customers regarding this issue as well. I have been going back and forth with associates from the company since October 2022 trying to get this resolved and nothing is being done and I am still being charged a very high bill. My services were finally cancelled in February 2023 when they should have been cancelled, they actually shouldnt even have been started without my knowledge of me joining. This is fraud and a scam and something needs to be done about this company. I am in *********** **, I forgot the associate that fraudulently signed me up, but when I first spoke to a rep about this, I gave them her phone number and name. The photos I have attached are all confirmation numbers I received when the info was supposed to have been put in. They were supposed to call me but never did because my number was put in the System incorrectly on purpose.

  Business Response

  Date: 03/30/2023

  Indra Energy (Indra or the Company) appreciates you bringing this matter to our attention. Per review of our records, your electric and gas accounts were enrolled with Indra on April 30, 2022, into fixed rate plans. Your electric and gas accounts have since been cancelled and your last days with Indra were on or around October 20, 2022, and March 8, 2023, respectively. You were not charged a cancellation fee for either energy account.
  
  In reference to your difficulty cancelling, a review of our records show that you contacted our customer service department on October 14, 2022, regarding your electric account, and February 11, 2023, regarding your gas account, on both occasions the representative immediately submitted your cancellation requests to the utility for the energy account discussed. Please be advised that Indra does not control the cancellation period or determine the service end-date. This is handled by the utility, which determines the service end-date based on a customers next applicable meter-read date.
  
  Additionally, upon receipt of your complaint, we conducted a billing analysis of your energy accounts and have been unable to substantiate your allegations pertaining to a $1000 supply charge. Nevertheless, in a good-faith effort to assist with your billing concerns, Indra thanks and appreciates you for speaking with us on March 28, 2023, regarding your concerns. Indra appreciates the opportunity to have resolved this matter for you. Should you have any future questions or concerns, please do not hesitate to contact us at **************************************

• Initial Complaint

  Date:02/09/2023

  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.

  Hi,I was basically forced to sign up for PalmCo by a very aggressive representative at my door. He lied and told me everyone in my apt complex HAD to sign up with them. My bills went from $50 to over $300 for over a year!!!! Promised i would be paying less and everyone that had PSEG had to sign up. Was lied to repeatedly and this whole company is a scam.

  Business Response

  Date: 02/23/2023

  Indra Energy (Indra or the Company) takes these matters seriously and appreciates ******************************* (the Consumer) for bringing this matter to our attention.  Please be assured that the sales agents marketing on behalf of Indra Energy (Indra) are trained to completely adhere to our policies and guidelines when presenting our programs to customers. When sales agents engage in negotiations with customers, agents provide their first name, state they are there on behalf of Indra (not acting on behalf of the utility), and the purpose of the solicitation. The sales agents are also trained to not engage in misleading, deceptive, or aggressive conduct.
  
  In response to her complaint,we immediately reached out to our door-to-door sales team and vendor regarding *** ******* concerns. Based on their response, we have been unable to substantiate the Consumers allegations regarding the sales presentation.
  
  Our records confirm that *************** began receiving service from Indra Energy (Indra or the Company) on May 1, 2021, and June 2, 2021, respectively in a variable rate plan.  **************** never contacted Indra regarding her energy accounts or her billing concerns. On July 11, 2022, we were notified by the Consumers utility that effective August 1, 2022, Indra would no longer be the accounts electric supplier. On August 20, 2022, we were notified by the Consumers utility that effective October 28, 2022, Indra would no longer be the accounts natural gas supplier. **************** was not charged a cancellation fee for either energy account.
  
  Indra conducted an analysis of *** ******* electric and natural gas accounts and based on our review; we determined that the energy accounts were billed correctly for supply in accordance with the terms of conditions of her agreement.
  
  On February 23, 2023, a Compliance representative contacted the Consumer in an attempt to discuss the above-mentioned details. A voicemail was left for ****************, and she was advised to contact our office with any questions.
  
  Indra makes every effort to appropriately review and resolve all consumer concerns. Please feel free to contact us at ************************************* with any questions.

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told you would back to me theres another applier on my ********** natural gas to get a refund

  Business Response

  Date: 02/10/2023

  In response to *** ************************* (the Consumer) complaint, we researched our records and confirmed she enrolled her natural gas account with Indra Energy (Indra or the Company) on November 17, 2021 into a variable rate plan. The Enrollment Confirmation package, including the terms and conditions of the variable rate, was sent to the Consumer following the enrollment.
  
  Upon receipt of her complaint, we conducted an analysis of the Consumers natural gas account, and it appears there was an increased usage reported to us by the utility, which in part resulted in a higher invoice. For reference, during her November 2022 billing cycle, ************************** consumed 88 therms, while 210 therms and 188 therms were consumed during her December 2022 and January 2023 billing periods. Please be advised that Indra does not read any meters, as the utility handles all of the billing including customer meter-readings.
  
  Based on our review, *** ************ natural gas account was enrolled with proper authorization and charged for supply correctly. Notwithstanding, on February 8, 2023, a Compliance representative reached out to *** ************ regarding her concerns and provided a resolution, at which time she accepted the resolution and thanked us for the call. Additionally, per her request, Indra submitted the cancellation to the utility, which provided a service end-date of March 1, 2023. ************************** will not be charged a cancellation fee. 
  
  Indra makes every effort to review and appropriately resolve consumer complaint. Please feel free to contact us at ************************************* with any questions or concerns.
  
  

• Initial Complaint

  Date:02/03/2023

  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.

  My bill is gas bill is so high

  Business Response

  Date: 02/14/2023

  In response to *****************************(the Consumer) complaint, we researched our records and confirmed that his natural gas account was enrolled with Indra (Indra or the Company) on August 25, 2022, into a variable rate plan.
  
  Per his request on January 5, 2023, Indra submitted the cancellation to the utility, which provided a service end-date of January 18, 2023. ****************** was not charged a cancellation fee.
  
  In a good-faith-effort to assist the Consumer, a Compliance representative spoke with ****************** on February 13, 2023,regarding the above information and Indras resolution.
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us *************************************** with any questions or concerns.

• Initial Complaint

  Date:01/30/2023

  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.

  Indra had a solicitors going around our apartment complex community and signing ppl up for their energy plan. Stating that you will save more money going with them. With me paying online and making payment I never really paid any attention until my bill was sky rocketing to now unaffordable. They have been billing a lot of ppl a high rate and not letting them know. I want my whole bill to be removed from my Delmarva account. I have received a cut off notice and wasnt understanding why. I have a 9year old son in my home and its winter time . I need my bill adjusted and their charges removed. Research online they have been in countless lawsuits due to this issue. This is unfair and we are in inflation and most people they are doing this to is low income families that cant afford it. Im in need of desperate help.

  Business Response

  Date: 02/13/2023

  In response to ************** (the Consumer) complaint, we researched our records and confirmed that she enrolled her electric account with Indra Energy (Indra or the Company) on March 24, 2021, into an introductory rate followed by a fixed rate for thirteen (13) months. The Enrollment Confirmation package, including the terms and conditions of the agreement were sent to the Consumer following the enrollment.
  
  On December 8, 2022, ************** first contacted our customer service department regarding her ********************** account. Per her request, Indra submitted the cancellation to the utility, which provided a service end-date of December 13, 2022. ************** was not charged a cancellation fee.
  
  Upon receipt of the complaint,Indra conducted an analysis of the Consumers energy account, and it appears there was an increased usage reported to us by the utility, which in part resulted in a higher invoice. For reference, during her October 2022 billing cycle, ************** consumed 397 kWh, while 705 kWh was consumed during her December 2022 billing period. Please be advised that Indra does not read any meters, as the utility handles all of the billing including customer meter-readings.
  
  Based on our review, ************* electric account was charged for supply correctly in accordance with her agreement. Nevertheless, in a good faith effort to assist the Consumer, a Compliance representative spoke with ************** on February 13, 2023, regarding the above information and Indras resolution.
  
  Indra makes every effort to review and appropriately resolve consumer complaints. Please do not hesitate to contact us at ************************************* with any questions or concerns.

  Customer Answer

  Date: 02/15/2023

  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]

   Im rejected due to I have advised representative that when the solicitor approach me that was not within the mean of the agreement that was presented during COVID. Rep advised that I would be saving more and ended up covering me more. I dont not agree with the terms of this. When signing up the additional information wasnt provided during sign up back in 2019 . I feel as thought this company is deceitful, unfair and target low income based communities . Research has shown this company has multiple lawsuits against them regarding my same compliant. When a contract ends a contract ends. enrolling me into a new contract without signature to update contract should have never happened. I did not authorize or consent to that. I reject and will until my account is reconciled in full. 

   

   

   

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

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

  Business Response

  Date: 02/27/2023

  Indra Energy takes this matter seriously and has been in contact with ************** on several occasions to address her concerns.  ************** has accepted Indras resolution.
  Indra Energy appreciates the opportunity to help resolve this matter. Please feel free to contact us at ************************************* with any further questions or concerns.

• Initial Complaint

  Date:01/25/2023

  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.

  ***** ****** is charging more than 34 cents per KWH for electricity. This is more than 3 times the amount charged by BGE and many other companies. They sweet talk you into signing up at a super low rate then continue to raise the rate until it has hit astronomical rates. I take some responsibility for not cancelling them sooner. My mother was very sick for the last 10 months and I was not paying attention to it like I should have been. The way they are doing business must be illegal!!

  Business Response

  Date: 02/08/2023

  ***** ****** (Indra or the Company) appreciates ********************* (the Consumer) for bringing her concerns to our attention. We researched our records and confirmed that on September 9, 2020, ****************** completed a Third Party-Verification (TPV)recording, confirming her decision to enroll her electric account with Indra into a variable rate plan.
  
  On May 13, 2021, ****************** contacted our customer service department regarding a recent bill. The representative reviewed the account details and offered a fixed rate option, at which time, ****************** accepted a fixed rate for the six (6) billing cycles.
  
  On September 9,2021, Indra sent a notice to ****************** regarding the pending expiration of the fixed rate. The Consumer did not contact Indra regarding the notice;therefore, her electric service continued in a variable rate in accordance with the terms and conditions of her agreement.
  
  Regarding the Consumers billing concerns, Indra conducted an analysis of her energy account, and it appears there was an increased usage reported to us by the utility, which in part resulted in a higher invoice. For reference, during her October 2022 billing cycle, ***************** consumed 660 kWh, while ***** kWh, ***** kWh and ***** kWh, were consumed during her November 2022, December 2022, and January 2023 billing periods. Please be advised that Indra does not read any meters, as the utility handles all of the billing including customer meter-readings.
  
  Based on our review, we have determined that *** ******** energy account was charged for supply correctly in accordance with her agreement. Notwithstanding, on February 8, 2023, in a good-faith effort to resolve this matter, Indra contacted ****************** in an attempt to discuss the above details.  A voice message was left advising the Consumer to contact our office with any questions.
  
  Indra makes every effort to review and appropriately resolve consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.

• Initial Complaint

  Date:01/09/2023

  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.

  Attempted fraud: on 1/4/23 at 12:07PM I got a knock on my door from a salesperson who was working with Indra. I recently had to cancel a supplier from way back that decided to double my rate during Christmas and I had never heard of Indra so I thought maybe the person was helping me finalize it or something, I was very confused at the time because of how deceptive and unclear they are and I didn't know what I know now. Anyway, I let them look at my bill that was from that December, and they told me that my energy here HAS to be green and that mine was not. I couldn't really ask my questions because my cat kept attempting to escape the door so I was too preoccupied with her. They then tell me I need to e-sign and that it will fix the problem. Of course what I ended up signing I only now know was a contract but they had zoomed onto the signature line on their phone and I couldn't even see what the entire document was. They had enrolled me into their services, making themselves my new energy supplier instead of *****. Now, trying to fix my new problem and get back to only using *****, I have not been able to successfully reach ***** due to high call volumes. In the contract with Indra they gave me a 10 day period after enrollment of no fee service cancelations with their provided customer service number. I called and explained that I wanted to cancel due to deceptive practices and that I never wanted enrollment in anything. They said it is impossible to cancel my service because my account was not "active" yet but that when I receive my "welcome package" in the mail it would be? And to call and cancel then. However, it's really pushing the period I was given I mentioned earlier and I doubt I'll get that package anyway, I didn't believe a word they said. They asked if I was satisfied with the resolution and I said 'No, I want this canceled now but you're telling me that's not possible" and that was it. Please contact me if more information is needed to resolve this.

  Business Response

  Date: 01/13/2023

  Indra Energy (Indra or the Company) takes these matters seriously and appreciates ************************* (the Consumer) for bringing this to our attention. In response to her concerns, we researched our records and confirmed that ************ enrolled her electric account with Indra on January 4, 2023. Shortly thereafter, the pending enrollment was rescinded, per her request; therefore, she will not receive any service or charges from Indra, nor be charged a cancellation fee.
  
  Please be assured that Indras sales agents are trained to completely adhere to our policies and guidelines when presenting our programs to customers. When sales agents engage in negotiations with customers, agents provide their first name, state they are there on behalf of Indra (not acting on behalf of the utility), and the purpose of the solicitation. The sales agents are also trained to not engage in misleading, deceptive, or aggressive conduct.
  
  Upon receipt of her complaint, we immediately reached out to our door-to-door sales team and vendors regarding ************** concerns. Additionally, in a good-faith effort to provide a resolution, we have placed her address on Indras internal Do-Not-Knock list.
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  
  

• Initial Complaint

  Date:01/05/2023

  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.

  December 20, 2022/January 4, 2023 bill:Received a bill from PSEG which included a charge of $91.82 for PALMco power, **, LLC.When I called PSEG about the charge they said I signed up for PALMco. PSEG said I would have to contact them to resolve since I did not sign up or authorize the service. Called PALMco to resolve. PALMco said I signed and authorized the device in October because I received a notice. No notice was ever received and I never authorized or signed up for service from PALMco. PALMco said because there was no sign up they automatically billed to PSEG.PSEG notified me that the service ended as of 1/18/2023. No service was authorized by myself. PSEG went ahead and placed PALMco service charges and never acknowledge this. Removal of charges were never made.This is the second time this year PSEG has added third party charges to my account without my authorization. PSEG and PALMco are both accountable .***************************** account ********** *** ** ***** ********************************************************.

  Business Response

  Date: 01/18/2023

  Indra Energy (Indra or the Company) appreciates **************** (the Consumer) for bringing this matter to our attention. Our records show that his electric account was enrolled with Indra Energy (Indra or the Company) on October 12, 2022. Per his request on December 27, 2022, Indra processed **************** cancellation request and as a result, the accounts last day will be on or around January 18, 2023, as determined by the utility. The ********* electric account will not be charged a cancellation fee.  
  Indra takes these matters seriously, and upon receipt of his concerns, we immediately reached out to our door-to-door sales team and the vendor. Out of an abundance of caution, we are retraining our sales agents, and they will continue to undergo the monthly scheduled retraining sessions to ensure they remain fully compliant. 
  
  Additionally, Indra has been unable to substantiate **************** allegations pertaining to a charge of $91.82.Upon receipt of the ********* complaint, we conducted an analysis of his electric account and determined that his total supply charge for the one (1)bill he received from Indra was $67.36. This is not an additional charge; it is the supply charge for the amount of electric he consumed.
  
  For clarification purposes, *************** electric bill is comprised of two portions: the supply portion and the delivery portion. Indra was only responsible for the ********* supply charges,while the utility continued to charge for delivery. Had his electric account remained with utility, **************** would still have had to pay the utility for both supply and delivery at the utilitys rate.
  
  Furthermore, our analysis shows the Consumer saved approximately $2.08 during the disputed billing cycle,as his rate for supply with Indra was below the utilitys rate during this time.Additionally, **************** will continue to receive a rate that his below or equal to the utilitys rate for his final bill with Indra.
  
  On January 16, and 17, 2023, a member of our ********************* contacted the Consumer in an attempt to discuss the above-mentioned information. Detailed voice messages were left, and **************** was advised to contact us with any questions. To date, he has not returned our calls.
  
  Indra makes every effort to review and appropriately resolve all consumer complaints. Please feel free to contact us at ************************************* with any questions or concerns.
  

  Customer Answer

  Date: 01/18/2023

  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:In

   

   Indera has not acknowledged that the third party account was never set up. No authorization was given for such an account.. Further no adjustments have been made to reverse the charges

   

   

   

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

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

  Business Response

  Date: 02/01/2023

  Indra Energy (Indra or the Company) understands **************** concerns and takes these matters seriously. Upon receipt of his complaint, the sales team was immediately notified of his concerns and underwent their monthly scheduled retraining sessions to ensure they remain fully compliant.
  
  Contrary to his billing allegations regarding a lack of adjustments, and as previously reported in our initial response, our records confirm that his rate for supply with Indra was below the utilitys price to compare for the only two (2)billing cycles **************** received service from Indra. As a result, he saved approximately $2.09 during his entire tenure with the Company. Therefore, no credit is available.
  
  A member of our Compliance team contacted **************** on January 16, 2023, January 17, 2023,and February 1, 2023, in an attempt to discuss his concerns. Detailed voice messages were left; however, to date, our calls have not been returned.
  
  We hope this response has clearly and meaningfully addressed your concerns. If you have any additional questions, please do not hesitate to contact me by email at: **************************************

  Customer Answer

  Date: 03/01/2023

  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]

   First and foremost no service from Indera was ever authorized. No communication whether it happened by a letter or phone call was made. The failed to acknowledge this. I still get calls from your company.. Slamming ng of public utilities is illegal. Total refund should be made. 

   

   

   

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

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