Complaints

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

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  New Wave Energy LLC

  410 Main St Buffalo, NY 14202-3735

  
• 

  New Wave Energy LLC

  410 Main St Ste 3 Buffalo, NY 14202-3735

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2024

  Type:Billing 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 signed up for (what I thought was a 6 month) contract with New Wave Energry in March 2024. Ultimately I was told I was only on a 3 month plan, and that in April 2024 I was sent my "contract" that states that my rate (originally .045 KwH) was being switched to a vairable rate of .1599, almost .016KwH!
  I have already switched to a new supplier, but I am being told the change will not take place until August, so I will be on the hook for that price for Both my July and August bills. I called the company to explain the situation, and was surprised by how rude every single person was to me. I eventually spoke to a amanger, Brett Z******, who was not only condescneding and combatative, but also just rude - he freuquently let me know how he felt, and how it was MY FAULT that this occurred. I apologized and stated multiple times I was sure that I was on a 6 month contract, but that I would take the fault for the 3 month if that is what they show (no point in arguing with them). He continued to behave in a rude manner as I tried to explore options with them. I had asked if they would be able to honor my existing rate, to which he interrupted and said no.
  He told me that the best he could do would be to refund me the difference, at the CURRENT rate of the Illuminating Company (.979) for a single month, and that this was only a one-time cuourtesy because it was "my fault" and "they did nothing wrong". I was surprised by how defensive he got so quickly, but then I looked up other reviews and complaints and it seems this company makes a habit of playing this game with people.
  
  I am not asking for much here - I simply want to be billing at the rate that I was expecting, not the outalndish rate of .16. I simply cannot afford a $480 electric bill. I don't need an apology from the company, I would just like them to bill me at the rate we originally agreed upon, and/or refund me for the difference. Please help. Thank you.

  

  Business Response

  Date: 08/22/2024

  Hello,
  Thank you for bringing this to our attention.
  The customer signed a contract for a three-month term, and a copy of this contract was emailed to him, with acknowledgment of receipt confirmed. New Wave offered a refund equivalent to the utility rate that would apply after the contract expired, but the customer declined this offer. As such, New Wave cannot provide a refund beyond the agreed-upon amount for the three-month term.
  If the customer wishes to accept the resolution provided during the phone call, they can do so by contacting our support team at ###-###-####.
  Best regards,
  Brett Z******
  Customer Support Manager

  

  Business Response

  Date: 09/09/2024

  I attempted to call the customer to provide a resolution, but I will provide in writing here as our support and personal email at New Wave are getting constant emails.

  We will provide the customer a ONE time courtesy refund, using his utilities price to compare are the re-rate calculator (0.095)

  New Wave will provide a check to the customer for $182.74 which is the difference for the last two months for what he paid with New Wave and what he would have paid with his utility.

   

  Customer Answer

  Date: 09/10/2024

  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.  please mail check to ***** ******* ****
  
  ******** ***** ****
  
  ***** i will close the case out once I receive the check .
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:07/10/2024

  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.

  Hi I entered into a contract with New Wave Energy on 3-26-24. The contract was for 3 months.
  
  The rate was to be 7.4 cents per kilowatt for 3 months. (see attached contract)
  
  I was charged a higher rate of 15.9 cents per kilowatt for the end of May and all of June.
  
  I have called five times on July 5,6,8, twice on 9th Sales called me back on July 9th thinking I want to buy something. Same sales person then called me again 4 hours later and said she "forgot" she already talked to me.
  
  I emailed twice. I received a receipt for email inquiry but no other response.

  

  Business Response

  Date: 07/30/2024

  Hello.I spoke with this customer and this is satisfied.

• Initial Complaint

  Date:07/10/2024

  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.

  Enrolled for electric supplier at 4/25/2024 for a fixed rate of @ $0.069. They changed rate to $.1599. Charged $112.17 too much according to contract.

  

  Business Response

  Date: 07/18/2024

  Good morning and thank you for bringing this to our attention. This customer enrolled two meters, both on introductory products. First month charge 0.059 - second month 0.069. After the two billing cycles, the contracted rate switches to a variable price based on market and supplier terms and conditions. Attached the contract for review if necessary. There is no adjustment or refund for this customer. 

• Initial Complaint

  Date:06/08/2024

  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.

  I signed up for new wave for a .07 cents kw rate for 3 months, I got hip to their scam of .15 cents kw within 2 weeks and switched to asupplier that actually charges me .068 cents kw as advertised.
  
  I would never have signed up for .15cents kw bc that is.05 cents kw above ppls rate.
  
  I want the $48.88
  difference in what they advertised to charge me vs what they actually did, slightly more than double.

  

  Business Response

  Date: 06/10/2024

  Hello,We have spoken to the customer and this complaint has been closed and satisfied.Brett Z******

• Initial Complaint

  Date:01/24/2024

  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.

  I contracted with New Wave Energy to supply my electric power for my home. PPL delivers my electricity. The 3-year contract began on 11/3/2020 ending 11/2/2023. My fixed rate was $0.066. My bill for the period between October 30, 2023 and November 30,2023 showed that I paid $271.59 (4115 KWh @ $0.066) to New Wave Energy. When my last bill arrived for the period Nov. 30, 2023 to Jan. 3, 2024, it showed that I owed New Wave Energy $895.65 (5971 KWh @ $0.15). I did pay that bill on 1/9/2024. The agreement in the contract with New Wave Energy stated that I would receive two separate notices before the contract ended or if changes happened to my terms of service. My first notice would be received 45-60 days before, and the second notice 30 days before the expiration date or the date the change becomes effective. These notices would explain my options. If I did not contract or switch to another provider before the expiration of my contract, my service would continue at the price and contract duration indicated in the second notice. THIS IS WHERE MY PROBLEM NOW STANDS!! I did not receive any of the two notices which I was to receive. In trying to see who I should call in rectifying this situation, PPL suggested that I call New Wave Energy and discuss my problem with them. I did so on Tuesday, Jan. 16, 2024. I explained my problem to Jessica, from Customer Service. She looked into my file and said that they DID send out the two notices. I told her that I never received them. She told me that she would call me back. Shortly thereafter, she called back and was told to tell me that the problem would be taken care of if I continued having New Wave Energy as my supplier. I told her that I could not agree to that and I was changing my supplier. She told me that she would email me a confirmation of cancellation notice--which she did the next day. I am requesting a refund of $262.72 ($895.65 - $632.93) New Wave's current rate is $.1060 x 5971 KWh = $632.93.

  

  Business Response

  Date: 02/09/2024

  Good Afternoon,

  This complaint has been responded to on two different instances with a phone call and a support ticket with our system. The customer was sent renewal notices stating what the renewal rate would be upon contract renewal. As we sent out the letters as required in Pennsylvania, we are not going to issue a refund to Mr. *******

   

   

  Customer Answer

  Date: 02/12/2024

  Gentlemen:

  I do not have a copy of any contract that I agreed to with New Wave Energy on November 3, 2020. All I can remember is that they said that I would get two notices before my 3-year contract would terminate. One notice would arrive 45-60 days before, and the second notice 30 days before the expiration date. These notices  would explain my options. If I did not cancel the contract or switch to another provider before the expiration of the contract, my service would continue at the price and contract duration indicated in the second notice.I am not questioning that New Wave Energy DID SEND the notices, but what I am questioning is New Waves’ assumption that I DID RECEIVE the notices! Being a loyal customer of theirs for three years, I feel that when they did not receive a reply from me after sending me the second notice, they should have at least attempted to notify me by phone, text, or email. I did pay the full amounts of my last two electric bills in which New Wave was my provider.

  All I am asking for is the difference between my calculations and New Waves’! ($178.95 + $262.72 = $441.67)

  

  Business Response

  Date: 02/26/2024

  Good Morning,

  I understand your frustration but we do not send renewal notices via certified mail. Regulations require suppliers to send notices in the mail at the date ranges you provided, which is what New Wave has done for you. 

  New Wave will not be providing a refund for the requested amounts. 

   

• Initial Complaint

  Date:01/26/2023

  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.

  My company, *********** ***** ******* LLC switched three accounts from New Wave to ******** back in October of 2022. Since then New Wave has "hijacked" my account thru *** and made themselves my supplier...twice! After numerous calls to *** and Marathon, it is still not corrected. I don't understand how *** can allow this to happen with no regulation. New Wave rates have been obscene!
  I did have one month with ******** (rates much better) but then New Wave hijacked the account again.
  I feel as a small business owner there should be some regulation that will not allow this to happen to consumers.

  

  Business Response

  Date: 02/10/2023

  ****** This is a commercial customer that entered into a supply agreement with New Wave Energy. See attached. We will allow the customer to leave the contract, with no penalty fee to close this complaint. If not, the customer can contact us via the dispute resolution process on our contract they signed. Brett Z******Customer Support ManagerP:###-###-####F:###-###-####C:###-###-####E:**********************W:www.NewWaveEnergy.comCorporate Headquarters | 410 Main Street, Buffalo, NY 14202

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I will reach out to this company and share my dis-satisfaction with their manner of doing business.  I was told by their sales Rep, Tony N******** that I could cancel at any time without a penalty.  Unfortunately, this company did not give me a copy of the contract I signed, plus it was not signed by an authorized agent of their company (therefore not a fully executed contract).  They do not operate as an honest company, "hi-jacking" my account from *** twice, as I previosulyt stated.
  
  
  
  Regards,
  
  
  
  *** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  New wave was suppose to issue a refund check for there services. They issued a check We deposited it, it cleared and then bounced.
  
  After this the have knocked my bank account in the negative. I spoke to Brett, he said they switched banks and will contact me on Tuesday. I am waiting for him to call. If I had this check my account would not be in the negative. I want all my over draft fees that they have caused me to be paid in full.
  
  They have caused us not to be able to use our account and pay bills.

  

  Business Response

  Date: 01/19/2023

  This has been resolved with the customer.  Ok to close complaint

• Initial Complaint

  Date:11/21/2022

  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.

  Tony from New Wave Energy approached my Dad (who is almost 90) when I wasn't there to get him to switch to his Company (all his power utilities). So - because I work for my Dad and he is my boss - I did what I was told. I currently had been with a wonderful company and great service and rates.
  
  In doing so - for ease - I decided if they are going to provide great rates - I also asked for rates for my tenant business and my home. I decided to completely leave Clearview and place everything with Tony at New Wave because the rate he TOLD me was a good rate.
  I even signed contracts for each.
  
  Unfortunately - Tony and his Company did not see to it to put the contract through. Since deregulation decades ago - I have never had someone lie like this. Also when I told him I am getting charged double what we agreed on - he told me to figure it out for myself. He did not want to follow through. Months have passed and no resolution and we will be escalating to to receive monies/credit due to us. I feel he was also taking advantage of a very elderly man - but that is another issue I will deal with elsewhere.
  Attached are 3 of the accounts that he said he would get us the said rates - but instead didnt. (I have more but not on this computer). We seek and sill not stop seeking - for complete credit according to his rates he TOLD ME and we SIGNED FOR

  

  Business Response

  Date: 12/06/2022

  Customer has been serviced according to the terms and conditions of our agreement.  If customer feels otherwise, they may contact our support team to further discuss their concerns.  M-F 9-5PM @ 716-887-9700

  

  Business Response

  Date: 12/12/2022

  A member of our support team would be able to assist this customer, and attempt to resolve their complaint.  They are encouraged to contact our support team at 855-998-9283 Monday - Friday 9AM - 5PM

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  
  
  
  Regards,
  
  
  

  I am still waiting for a call back on one of the accounts, they have concluded that I did not get the rate that I signed for for 2 of the counts but yet nothing has been done about it. They need to get ahold of the utility company to make sure  I get the credit I deserve and expected when I signed the contracts

  ****** *****
  

  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/10/2022

  Type:Billing 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.

  In July of 2020 I signed a 36 month (3 year) contract with New Wave Energy to supply my electricity at a rate of 0.049/kWh (4.9 cents). This rate should've been locked in until June/July 2023, however when my bill for the period of Jul 8-Aug 7 (2022) arrived, there were numerous additional charges from New Wave Energy. These additional charges continued for the Aug 8-Sep 7, Sep 8-Oct 6, and Oct 7-Oct 13 billing periods.
  
  These additional charges were itemized on the bills as "Billing Adjustment", "Pjm Transmission Charges", and "Rps Charges".
  
  I reached out to New Wave Energy's customer service on August 10th to inquire about these additional charges, and was advised by Brett Z****** that these charges were due to "market volatility" and there was nothing they could do about it, and that the additional charges would continue to appear on the bills for the foreseeable future.
  
  The net effect of these additional charges was that I was now paying 0.122/kWh (12.2 cents) for electricity supply from New Wave Energy, 2.5x the agreed upon rate when the 36 month contract was signed in 2020.
  
  Finally on October 13th, after reaching out to New Wave Energy on September 23rd to confirm that there would be no early termination fee, I switched back to my provider (Met-Ed) for electricity supply and dropped New Wave Energy.
  
  The total additional charges from New Wave Energy for the period of Aug 8 - Oct 13 (2022) was $182.73, which I believe I am entitled to have refunded as they did not honor their original contract.
  
  I have attached all of the relevant bills from ***-** as supporting documentation. 

  

  Business Response

  Date: 11/10/2022

  A member of our support team is reaching out to this customer now to discuss their concerns and remedy the complaint.   

  Customer Answer

  Date: 11/11/2022

  Better Business Bureau: New Wave Energy contacted me yesterday afternoon and proposed to resolve this complaint (ID ********) by sending me a check refunding the disputed charges of $182.73. I find this resolution to be satisfactory conditional on receipt of the check. 
  
  Regards, 
  ********* *****

• Initial Complaint

  Date:10/31/2022

  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.

  New Wave energy overcharged me for four month starting in June of 2022 by adding additional charges to my **** electric bill. These added up to double the amount that I was supposed to pay according to my agreement of $.065 per kWh. Once I discovered the error I called them on 10/3. My latest bill does not have the additional charges but there was no credit given (over $400) When I called them a month later about the issue they promised a refund check was being processed. So far no check. I do not recommend this company at all. My next step is to complain the the ** *** and have them removed from the list of electric suppliers if no refund check is received in the next couple of weeks

  

  Business Response

  Date: 11/10/2022

  We are contacting this customer to discuss the nature of the complaint, and discuss ways in which we might be able to remedy it