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:09/07/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I SIGNED A FIXED RATE electricity rate with NEW WAVE ENERGY it is good up to SEPT, 2023. HAS BEEN GOOD UP TILL, MY LAST BILL.IN MY AUG , BILL OF 2022 . THEY HAVE MADE ADJUSTMENTS TO BILL . THEY ARE BILLING ADJ 36.03 , ENERGY CHARGE 76.10 , AND PJM TRANSMISSION CHARGE 47.11, FOR A TOTAL OF 164.46 DOLLARS TO MY REGULAR BILL.NO WHERE IN MY CONTRACT DOES IT SAY THEY CAN ADD CHARGES TO MY BILL. I ALREADY PAY TRANSMISSION CHARGE ON MY BILL .THE ENERGY CHARGE IS ONLY CHARGE THAT I SHOULD BE PAYING.DONT KNOW WHAT BILLING ADJ IS FOR .. WOULD LIKE CHARGES OF 35.03 AND 47.11 REMOVED FROM MY BILL TOTAL OF 82.14. HAVE NEVER PAY THESE TYPE CHARGES BEFORE ON MY BILL . LOOKS LIKE THEY ARE ADDING ADDITIONAL CHARGES BUT NOT SAYING THEY ARE CHANGING COST OF KWH RATE .NONE OF THESE ADDITIONAL CHARGES ARE COVERED IN MY SIGNED CONTRACT , IF THEY WERE I WOULD NOT BE ON FIXED RATE CONTRACT..I WOULD BE UNDER VARIABLE CONTRACT WHICH I AM NOT. THEY SENT ME CONTRACT TO SIGN AND IF THEY SAY THERE IS LANGUAGE IN MY CONTRACT TO COVER THESE COST THAN ,THEY DID NOT SEND ME COMPLETE CONTRACT TO SIGN. I HAVE MY CONTRACT AND NO MENTION OF OF THESE TYPE CHANGES CAN BE MADE TO IT.I PAY .0630 PER KWH AND A TRANS MISSION CHARGE TO PENN POWER ELECT COMP.THIS BILLING ADJ CHARGE DONT KNOW WHAT IT IS AND NOW THEY ARE ADDING ANOTHER TRANSMISSION CHARGE .I DID NOT AGREE TO ANY OF THESE CHARGES WHEN I SIGNED MY CONTRACT . NO MENTION ON MY CONTRACT THAT THEY CAN ADD ADDITIONAL CHARGES WHEN EVER THEY WANT.

  

  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 

• Initial Complaint

  Date:09/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a 36 month energy contract with New Wave Energy Corporation with a fixed distribution and transmission rate of $0.057 per kwh. This rate is supposed to stay the same for the duration of the contract.
  They were invoicing me correct amount for 11 months but on my recent invoice, they've added additional transmission charges from PJM, RPS, and a billing adjustment which almost tripled my rate. This was done without any prior notice from their side.
  I tried to call to complain and can not get anyone to answer, their chat is offline and they are not responding to emails. 

  

  Business Response

  Date: 09/08/2022

  Customer is encouraged to contact our customer support team to discuss their concerns and works towards resolution.  They can be reached M-F 9AM - 5PM at ************ 

  

  Business Response

  Date: 12/15/2022

  We had made contact with the consumer and addressed the issue with him directly. 

  Customer Answer

  Date: 12/15/2022

  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. 
  
  Only after *** ************* ******* *********** intervened on my  behalf, they responded and were forced to make things right. Company is completely dishonest, on my initial contacts about them overcharging me  and charging the triple of the contracted rate (I was overcharged hundreds of dollars each month) their customer support laughed in my face and said I will never see my money back and despite the fixed price term agreement they can change my pricing anyway they want (by adding various bogus extra charges) and I can't do anything about it. Only after utility commission and attorney general started to look into that they were forced to comply and make things right. I encourage everyone affected to complain to their state regulatory board. 
  Regards, 
  **** ****** 

• Initial Complaint

  Date:09/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a Fixed Rate $0.0550 per kWh - 36 Months contract with New Wave Energy Corp. in February of 2021. Every month I have been charge correctly at this price until my 7/30/22 - 8/29/22 bill. Instead of my per KWH price, they charged me some other fees called "Billing Adjustment", "Energy Charge", "PJM Transmission Charges", and "RPS Charges" totaling $223.74 rather than the $96.03 my bill should have been. I called their customer support and they said per their contract they could pass along additional fees above the fixed rater price. I reviewed all documentation received when signing up and there is no mention of the fee pass a long. Additionally they said they would let me out of my contract so I could go back to my local provider which obviously they want me to do because they no longer want to honor the fixed rate in the contract.

  

  Business Response

  Date: 09/08/2022

  Customer is encouraged to contact our customer support team to discuss their concerns and works towards resolution.  They can be reached M-F 9AM - 5PM at 716-887-9700

  Customer Answer

  Date: 09/08/2022

  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 contacted their customer service at the number given to discuss the issue. The only resolution given was that they would cancel my contract and I could go back to my local power provider. This does not eliminate the additional charges they put on my latest bill and releases them from the fixed price guaranteed in the contract over the entire 36 months. From other complaints this appears to be their tactic to get out of the fixed rate contracts they entered into when prices where lower.
  
  
  
  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
  
  

• Initial Complaint

  Date:09/05/2022

  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 am locked in a 12mo contract for electricity at $.10 but they have added so many extra charges that my bill is double and I want them to return me to my default supplier. The person I talked to wasn’t authorized to do that and he was gonna have the supervisor call me but he never called.

  

  Business Response

  Date: 09/08/2022

  Customer is encouraged to contact our customer support team to discuss their concerns and works towards resolution.  They can be reached M-F 9AM - 5PM at ###-###-####

  Customer Answer

  Date: 09/09/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and after talking to the company our issues were resolved and I find that this resolution is satisfactory to me. 
  
  Regards, 
  
  ****** ******
   

• Initial Complaint

  Date:09/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a **** customer. I signed a 36 month energy contract with New Wave Energy Corporation on 7/5/21 for a Fixed Rate $0.0570 per kWh. I have been billed at that rate until my 8/16/22 invoice where the following charges were made:
  
  Billing Adjustment $0.029 , Generation and Transmission $0.057 (as contracted), *** Transmission Charges $0.039 and *** Charges $0.00515
  
  for a total of $372.23 which is an overcharge by $209.21 at a combined rate of .13015 per kwh with an overcharge rate of .07315 per kwh.
  
  The **** rate to compare right now is .0764 per kwh.
  
  I don't understand how I can be locked into a rate for three years and they cannot.
  
  I called two different numbers (that I could locate) four times each. I was not able to speak with anyone and my messages went unanswered.
  
  I am concerned that my next (and future) bills will have these same charges.

  

  Business Response

  Date: 09/08/2022

  Customer is encouraged to contact our customer support team to discuss their concerns and works towards resolution.  They can be reached M-F 9AM - 5PM at ###-###-####

• Initial Complaint

  Date:08/31/2022

  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.

  Good morning,
  When I received AND paid my much higher electric bill this month, I believed it was due to the fact that we've used more energy due to the heat. However, upon a thorough review, I noticed "new" fees applied to the bill by New Wave Energy Corp. There is a billing adjustment of $41.18 & a PJM Transmission Charge of $55.38 & a ROS charge of $7.31; the total increase, due to fees only, is $103.87! The actual energy cost is not much different than previous months.
  
  On October 15, 2020 I signed up for a fixed rate of .064 per kWh; this rate is fixed for 36 months. The contract I saved indicates the following: Events in which Fixed Rate can be changed and/or adjusted: If there is a Change-in-Law and or Regulation.
  
  It is unacceptable to be expected to pay an additional $103.87 when I was pro-active & responsible and locked in a reasonable rate, and, in addition, do my part and pay my bill every single month. If I wanted a variable rate, that is what I would have agreed to. Is this something that will be charged every month? I feel as though this company was just hoping people wouldn't investigate the increase. Any reputable company would have educated their customers about such high fees being added to the bill.
  
  I would like a thorough explanation of the fees & how they are calculated, a copy of the contract I signed indicating that they have the right to increase my costs by more than the actual energy consumption fee of $90.88, and confirmation of whether or not the fees will be charged every month. In addition, it would be great to see a "billing adjustment" on my next bill that is in the amount of $103.87.
  
  I would not like to be contacted by someone at the company who will provide generic information and that has no customer service skills. I would prefer to communicate via email with the BBB and/or New Wave. Those who work EVERYDAY to pay bills, cannot spend time on the phone during working hours fighting to be treated fairly.

  

  Business Response

  Date: 09/08/2022

  Customer is encouraged to contact our customer support team to discuss their concerns and works towards resolution.  They can be reached M-F 9AM - 5PM at 716-887-9700

  Customer Answer

  Date: 09/12/2022

  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. Their request for me to call there between the hours of 9am and 5pm is exactly the opposite of what I requested as I work during those hours and do not have the ability to contact them. In addition, I wanted a copy of the application/contract I signed and something showing a change to "Law and/or Regulation" since the contract I have indicates that is the only time my Fixed Rate can be changed. Lastly, my current bill, again, has the same fees exceeding the cost of my actual usage. No documentation or explanation has been provided and nothing has been adjusted. 
  
  
  
  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
  
  

  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.
  
  
  
  In my prior responses, I indicated I am unable to call during business hours. For this reason, one would think they would be willing to communicate via email, however, they continue to ask me to call.  The response I received today is the same generic response I anticipated and would receive if I were able to make a phone call to them. If they were able to make this right and make any change to appease me as a customer, it would have been done by now in writing. In addition, it should be easy for the company to send me the documentation I requested showing changes to regulation and/or law allowing them adjust my contractual "fixed" rate, however, I've still yet to receive any such documentation. If they do not have to abide by the contract, I should be able to cancel my service with them without penalty, however, my contract indicates I would have to pay a fee. I guess we consumers should simply sit back and pay whatever fees they decide to add because they were not good enough business people to forecast potential "extreme market volatility". This issue has not been resolved, however, clearly, this company has no intention of resolving my complaint. 
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/30/2022

  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 has violated a fixed rate electric supply contract for my home address. Fixed rate contract that was issued by New Wave Energy was to provided electrical generation and transmission services for $0.072 per KWh for a 12 month period starting in December 2021. They have added fraudulent charges to by bill more than doubling the cost for the time periods of 05/27/22-06/28/22 (expected cost $87.12, charged an additional $88.51), 06/28/22-07/28/22 (expected cost $97.34, charged an additional $98.90), and 07/28/22-08/26/22 (expected cost $77.11, charged an additional $78.35). The charges that have been added are "Billing Adjustment" $0.029 per KWH, "PJM Transmission Charges" $0.039 per KWh, and "RPS Charges" $0.00515 per KWh. Total additional charges that are fraudulently applied outside the scope of the contract are $265.76. Contract states that fixed rate can be changed and/or adjusted if there is a change in laws or regulations of which there have been none. Additionally, there was no verbal or written communication provided about the increased charges, no emails, no mailed documentation. They are requesting a cancellation fee to leave the contract. New Wave Energy was to provide electric at $0.072 per KWh, they are currently charging $0.14515 per KWh. The cost to use **** which is the electric delivery company is only $0.076 per KWh.
  
  Multiple other customers have expressed the same complaint on BBB and Google Reviews. The company is in clear violation of a stated contract.
  
  I request a full refund of the fraudulent charges by New Wave Energy. I request the $99 contract cancellation fee is waived, and I will be finding a different honest company to purchase electricity from that does not violate contracts without any communication to the customer and is straight forward in their dealings with customers instead of adding hidden unexplained charges to bills and not picking up their phones during normal business hours.

  

  Business Response

  Date: 09/08/2022

  Customer is encouraged to contact our customer support team to discuss their concerns and works towards resolution.  They can be reached M-F 9AM - 5PM at ###-###-####

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this past December 2021 I signed a 3 year fixed KWH rate of 8.7 cents for New Wave energy to supply my electric. i was told there would be a single line-item charge on my electric bill under "Billing information for New Wave Energy.". For the next 7months this was true, the line was titled Generation/Transmission along with the KWH's X the rate", with the recent electric bill received yesterday (August 2022) this changed, without any prior communications either email or mail 3 additional charges were added totalling 68.35, those charges were labeled, Billing Adjustment (I'll get to that in a moment), PJM transmission charges, RPS changes. I contacted New Wave Energies customer service yesterday at 3pm and spoke to Chris, he explained these charges are pass thru charges from the operators of the PJM grid. Chris mentioned that in the past these charges were being absorbed by new wave energy and that now these charges were costing new wave lots of money, so they are now being passed on to the end customer. I asked if the charges were permanent or temporary, he did not know, I asked how the charges were being calculated he did not know, I asked about the "Billing Adjustment" charge, Chris told me that new wave has a limited amount of space to list line item
  charges so they group them into litem. I also noticed that none of the charges have how each were calculated, What I see on the bill is the charge name and the amount, I chose a higher fixed rate with a longer term to avoid this price gouging, New wave energy needs to step up and make this right. I've attached supporting documentation

  

  Business Response

  Date: 09/08/2022

  Customer is encouraged to contact our customer support team to discuss their concerns and works towards resolution.  They can be reached M-F 9AM - 5PM at ###-###-####

• Initial Complaint

  Date:08/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a 3yr fixed rate energy contract on 9/10/20. recently i have been charged a lot more than the contracted .049 rate, however my contract states "events in which fixed rate can be changed and/or adjusted: if there is a change in law and or regulation". This company is not honoring their contracts as i can see from other complaints to the BBB. new customers be wary, a fixed rate doesnt really mean fixed, it means they can raise it when they want!

  

  Business Response

  Date: 09/08/2022

  Customer is encouraged to contact our customer support team to discuss their concerns and works towards resolution.  They can be reached M-F 9AM - 5PM at ###-###-####

• Initial Complaint

  Date:08/23/2022

  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 36 month energy contract with New Wave Energy Corporation on 6/23/2020. I was supposed to receive a fixed distribution rate of .065 KWH. On my current invoice, they added additional transmission charges from PJM, RPS, and a billing adjustment which added an extra $115.15 on top of the energy charge of $102.31. I called to complain and can not get anyone to answer. I was locked into a 36-month agreement because I expected spot rates to increase. They should not be able to set a 36-month rate if they can't lock in their costs. I believe they are defrauding me.

  

  Business Response

  Date: 08/25/2022

  Thank you for bringing this customers concerns to our attention.  The customer should contact our support team to discuss their concerns and allow for us to work towards a mutual resolution.  They can be reached at ###-###-####