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:09/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with New Wave for distribution at .0659 for 36 months in February 2021. Last month and this month 08/2022 and 09/2022 they added three other line charges to my bill and tripled the billing? If I want out of the contract they want to charge me 200.00$ but this is not the rate I signed up for and they should have to honor the contract.

  

  Business Response

  Date: 09/27/2022

  Power and natural gas markets are experiencing extreme volatility.  Some of New Wave Energy's customers are susceptible to additional market based charges based on their contract.  Customers should contact our support team immediately to discuss their concerns in an attempt to resolve their complaint.  

• Initial Complaint

  Date:09/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a fixed rate contract with New Wave for 36 months with a rate of 5.5 cents. This past month I got a bill from *** ** for > $1000 dollars. After calling them and reading through my bill (attached) it appears New Wave skipped a month of billing then sent some crazy charges this month. Based on what came across I am well above any *** ** rates and more than double what I should be charged. The charges on my bill are not clear and confused the *** ** rep as well.
  
  I contacted Brett Z****** from New Wave on 9/8 and sent him all the details. He said he would call me back the next day and has not, nor responded to multiple emails. At this point I would like all New Wave charges refunded and to be returned to default supplier if they cannot provide the rates in the contract.
  
  How are they still allowed to supply power in Pennsylvania?

  

  Business Response

  Date: 09/26/2022

  Good afternoon, we would be happy to review this customers complaint, please ask the customer to contact our customer support team to discuss @ *** *** ****

  Customer Answer

  Date: 10/02/2022

  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.
  I started this by calling them and talking to the Customer Service Manager I referenced in the original claim.  He promised he would review and call me back the next day, I waited 1 week before emailing him and doing the same again the week after.  I never received a response via phone or email, that is why I contacted the BBB.After further review on the bill they are not only not honoring the contract rate, they are duplicate billing for the period in question.I could reach out, but why would I try that again?
  
  Regards,
  ***** ********  

  

  Business Response

  Date: 12/15/2022

  We addressed the issue directly with the consumer.

• Initial Complaint

  Date:09/22/2022

  Type:Product 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 11/12/2020 I signed a contract with New Wave Energy to supply my electric at .00670/kWh for 3 years until 11/2023. In July-August of 2022 New Wave Energy did not bill me thru PPL, my local delivery company as they usually do. I contacted PPL and was advised that New Wave Energy had not forwarded any billing for that cycle. However on my next bill for service for August to September New Wave Energy billed me for my past and current billing cycles not only for my agreed upon "Energy Charge" but also added an additional PJM Transmission Charge, RPS Charge and a Billing Adjustment charge that added an additional $264.00 to my bill. I emailed New Wave Energy and the only response I've received is a confirmation of receipt email. I haven't received any other communication from this company addressing my complaint.
  I called the customer service department on 9/14 and spoke to Chris Kapola. Chris advised me that my contract with New Wave Energy has several clauses and I told him that I was not aware of any clauses. I requested a copy of the contract to be mailed to me USPS.
  Chris told me he would notify management of my complaint and my request for a copy of the contract.
  As of today I still have not received a copy of the contract or any other response to my questions and concerns.
  I would like to receive a copy of our original contract and a refund for the $264.00 that I have been overcharged for my past 2 billings. And until my contract expires in 11/12/2023 I should be billed only the "Energy Charge" that we agreed upon and no more additional fees.

  

  Business Response

  Date: 09/26/2022

  Good afternoon, we would be happy to review this customers complaint, please ask the customer to contact our customer support team to discuss @ 716 887 9700 

  Customer Answer

  Date: 09/29/2022

  I called Jeff L*** at New Wave Energy on 9/26. He told me I will receive a refund of $406.49 and my future bills will not have any of the additional charges. In the meantime I have received my new billing and it does have the additional charges. I understand it may take another billing cycle to cease the additional billing but I wanted to wait until I actually receive the refund check I was promised and receive my first correct billing before I am satisfied that I can trust New Wave Energy again.

• Initial Complaint

  Date:09/16/2022

  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.

  I signed up with New Wave and they claimed to say me money on my ******** **** bill. THe first bill came in and it was double the costs. I immediately called my representative Mark and he informed me that there was a mistake and that he would take care of it and it ******** **** would re bill me. I left many messages with Mark and Finally his boss Jeff called and informed me that I had only tow options that he would guarantee my rate for 6 months or he would release me out of the contract. I was still obligated to pay the amount but my alternatives were only those choices. ******** **** informed that I would have another month that would be high because of the amount of time it takes to transfer back to the account. I asked to speak with the Owner of the company and Jeff refused to give me his name or connect me with him. I had to go on a payment plan in order to keep the lights on. I NEED HELP

  Customer Answer

  Date: 09/22/2022

  This complaint has been satisfied.  

  
  

• Initial Complaint

  Date:09/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with New Wave Energy since 2018. Recently I received an electric bill for August in the amount of $605.69. There are several additional fees attached. There are 3 charges for billing adjustment totaling $36.89, 3 PJM Transmission charges totaling $49.61, and 3 Rps charges totaling $14.56. I have tried to call their customer service department several times in the last 5 days during their business hours and have left 3 messages. I saw an extension for their Customer Service Manager on ****** and left him a message as well. I went to their website and sent a message through the site to have them contact me and I've also sent an email. I have not received a response from any of these messages and have not been able to get through. I want to see if this bill is correct and if it is, then I would like to know if there are any cancellation fees so I can switch back to ******* as my provider. Each day I cannot get through is another day I will have to pay these ridiculous rates.

  

  Business Response

  Date: 09/14/2022

  Thank you for bringing this complaint to our attention.  We have seen a influx of customer inquiries as the electric and gas markets have hit record high pricing this summer.  We appreciate the customers patience.  This complaint has been forwarded to our customer support team and they will be contacting the customer to discuss resolutions.  

• Initial Complaint

  Date:09/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a 24-month energy contract with New Wave Energy Corporation on 6/21/21 for 5.7 cents per kWh. No billing issues until the July/22 & August/22 bills in which JPM Transmission Charges, RPS Charges and Billing Adjustments were added to both bills increasing the amount by 30%! I called their customer service and was told that this was due to inflationary energy increases & the Russian-Ukrainian war affecting gas prices. I stated that while I understood, I signed a contract to lock/hedge my electricity price regardless of what happens in the world. They also stated that it’s stated in the contract that they can increase if needed. I countered that while it’s stated that “Events in which Fixed Rate can be changed and/or adjusted: If there is a Change-in-Law and or Regulation” it is the fixed rate that would be changed, not have additional changes assessed to bills. Besides neither the inflationary energy increases nor the Russian-Ukrainian war affecting gas prices constitute change-in-law or regulation as the contract states. At this point, I’m requesting a full refund of $276.94 which corresponds to the additional charges of JPM Transmission Charges, RPS Charges and Billing Adjustments on the July/22 & August/22 bills.
  
  As a side note, customer service also stated that a supervisor would call me to square this away, but no such call was placed to me.
  
  As feedback, unlike PECO does, advance notification of the exorbitant additional charges should be mailed/emailed to your customers ahead of time.

  

  Business Response

  Date: 09/27/2022

  Power and natural gas markets are experiencing extreme volatility.  Some of New Wave Energy's customers are susceptible to additional market based charges based on their contract.  Customers should contact our support team immediately to discuss their concerns in an attempt to resolve their complaint.  
  

• Initial Complaint

  Date:09/12/2022

  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.

  5/25/2022 to 6/24/2022
  The amount of money 50.85 This company charging fees not part of contract. I have fixed rate energy supply contract for 3 years. Two added fees not listed before on any previous bill PJM transmission and Billing adjustments totaling 50.85 above my normal bill. no where and at no time did anyone mention anything but a fixed rate I did this over the phone. So the fixed rate they stated is not true if they can just change it when they want. I asked for a refund and they said no. The ability for them to change amount had no verbal warning given like ******* does for its contracts if you sign for a fixed fee but if taxes or fees go up they are passed on directly. this is made known if you sign up with *******, Additionally, no notices were given prior to this bill. I would like a refund of these extra charges, that they warn new customers of this and that they notify users when they intend to charge extra fees. It is false advertising to claim you have fixed rate and then charge you at any time extra.

  

  Business Response

  Date: 09/12/2022

  We would be happy to address this individual customers concerns, and request they contact our support team today at *** *** **** *****

• Initial Complaint

  Date:09/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2020, using the apples to apples price comparison site for electric suppliers, I signed up with New Wave Energy for a 24 month period at a .048 per KWH. When I received my ************ Company bill this month (for Aug. 2022 service), they have 3 additional charges totaling $37.03 more than I should be paying--a "billing adjustment" in the amount of 11.63, a "PJM transmission charge" in the amount of 23.87, and an "RPS charge" in the amount of 1.53. These were not agreed upon when I signed up for this CONTRACT. They need to honor their side of the contract in this agreement. I have NEVER been late with any of my payments.

  

  Business Response

  Date: 09/27/2022

  Power and natural gas markets are experiencing extreme volatility.  Some of New Wave Energy's customers are susceptible to additional market based charges based on their contract.  Customers should contact our support team immediately to discuss their concerns in an attempt to resolve their complaint.  

   

  Customer Answer

  Date: 09/28/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]This company REFUSES to honor the original contract that both parties agreed upon.  There’s nothing worse in business when a company doesn’t stand by their word and changes the rules along the way.  I assume there will be a class action lawsuit filed with countless similar claims—some with much longer timeframes that weren’t honored.  It’s a shame that the public has to deal with such a dishonest corporation.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:09/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We switched to a local energy supplier online, New Wave Energy, that advertised being able to provide lower energy supply costs than our current default plan with national grid. Within only a 4 month period, they close to tripled our unit pricing per kilowatt on our electric usage. This is criminal. I hand spoken to a lawyer and other local energy suppliers and I have been told that by state legislation, as an ESCO they must be able to provide guaranteed savings and less than utility pricing. I am fighting back on this as they have charged us more than double what we should have paid total since April 2022. They currently have us owing $1725 for 2.5 months of service.

  

  Business Response

  Date: 09/27/2022

  Power and natural gas markets are experiencing extreme volatility.  Some of New Wave Energy's customers are susceptible to additional market based charges based on their contract.  Customers should contact our support team immediately to discuss their concerns in an attempt to resolve their complaint.  716-887-9700
  

• Initial Complaint

  Date:09/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being defrauded by New Wave Energy. I signed up and locked in for a 36 month electric supply rate of $0.064 per kWh and they have added outrageous charges that equals and extra $200 this month (see below). I am currently filing charges with my local police and suggest you do the same if you've been defrauded as well. I am also in the process of discussing a class action lawsuit with my lawyer. I'm posting this here so hopefully potential new customers check this company's status on BBB before purchasing or signing any contract with these unscrupulous business.
  ELECTRIC SUPPLY $376.35
  New Wave Energy Corp Charges (855-998-9283)
  Generation and Transmission $0.064 @ 2 744 KWh 175.62
  PJM Transmission Charges $0.039 @ 2 744 KWh 107.02
  RPS Charges $0.00515 @ 2 744 KWh 14.13
  Billing Adjustment $0.029 @ 2 744 KWh 79.58

  

  Business Response

  Date: 09/09/2022

  A member of our support team is contacting this customer to discuss their concerns and remedy their complaint

  Customer Answer

  Date: 09/14/2022

  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.
  
  
  
  I have not been contacted by New Wave Energy Corp.  I have contacted PECO and informed them I will not be paying their erroneous charges for the past 2 months.  I've also informed them that I plan to cancel my contract with them as they have breached it.  
  
  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/27/2022

  Power and natural gas markets are experiencing extreme volatility.  Some of New Wave Energy's customers are susceptible to additional market based charges based on their contract.  Customers should contact our support team immediately to discuss their concerns in an attempt to resolve their complaint.  716-887-9700