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:08/17/2022

  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 filled out a contract with New Wave Energy electric provider for a 3 year contract (enclosed) for electricity starting 8/21 and ending 8/24. They dropped me recently for no reason stating they did an internal audit and they made a mistake. (it is now 2022 and they just "found it". They made no attempt to contact me and when Peco notified me that I was being added to Peco energy again the rate is now so high I lost the ability to shop elsewhere as I believed I had a rate secured until 8/24. I am barely able to pay the current Peco bill now. They dropped me because they didn't like that I had a lower electricity fixed rate period. When I called they stated "there is nothing you can do about this" and stick with Peco as they have the lowest rate now. I just want my contract honored as they would have expected me to do on my end.

  

  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: 09/22/2022

  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. 

  Good afternoon,  the company restored my contract.  I am distressed at what happened but they did give me my contact back so I feel they resolved the issue.  Thank you for your help!  

  
  

  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/17/2022

  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 June 7, 2021.
  
  The agreement was a fixed generation and transmission rate of .057 KWH for the 3 years - which is what my billing has been for a little over a year - with no issues.
  However, on my current invoice from **** (07/07 - 08/05) for the first time there are additional charges in addition to the expected generation and transmission charge of .057 per KWH. These charges included:
  1) PJM transmission charges ($47.66) 2) RPS charges ($6.30) 3) Billing adjustment ($35.44) !!!
  
  The total for these additional arbitrary charges (which had never appeared before and for which nothing is stated in the contract) is $89.40, which is more than the expected charge for the generation and distribution of $69.66 for a total bill of $159.06 or almost an addtional $100!!. Had I continued with **** rather than switch the generation and transmission to New Wave, my cost from **** would have been about $70 rather than this $159.06.
  
  I would appreciate a credit for the $89.40 and to no longer see these extra charges (PJM, RPS, and billing adjustment) going forward.
  
  I did speak to a representative from New Wave yesterday and he was adamant that even though I had never seen these extra charges before and don't believe they are allowed under our contract/agreemnet, they were allowed to make them. I asked for a copy of my contract which he said he would e-mail me, but I never received it.

  

  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:08/16/2022

  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.

  similar to other complaints filed, I have had a fixed rate contract since July of 2021 and all of a sudden in May/June of this year three additional charges have appeared on the bill that are not covered in the contract and as a result I have benn overcharged for 2 going on 3 months. More importantly I have contacted the firm multiple times and no one has ever responded to what and why these new charges nor where they believe they have a contractual right to charge. I would like to be reimbursed and have the company abide by the actual 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 ###-###-####

• Initial Complaint

  Date:08/15/2022

  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.

  In November of 2020, I entered into a one year contract with New Wave Energy Corp through PA Electric Choice to be the supplier of my electric at my resident. At the end of the one year in November 2021, I contacted via phone - New Wave Energy Corp and told them I was not interested in extending the supplier contract. The lady in customer service told me that they would transfer my supply back to *** **. Since I am on paperless bill delivery, I only received total charges for the month and I had not realized that NEW WAVE had not transferred my supplier back to *** **. I have paid in excess of $2000 in supplier over-charges when comparing NEW WAVE cost per KWH compared to *** **. I believe they need to calculate the difference in cost and pay me the excessive 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:08/13/2022

  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.

  I signed a 36 month energy contract with New Wave Energy Corporation on 9/11/20. I was supposed to receive a fixed distribution rate of .0490 KWH. On my current invoice, they added additional transmission charges from ***, ***, and a billing adjustment. I called to complain and have not heard back. They should not be able to unilaterally alter the original agreement with notification even with notification. I locked into a 36-month agreement because I expected spot rates to increase. For the August 2022 bill, they have added a number of fees that are not listed in the contract. Additionally, no notices were given prior to this bill. I have contacted them and have not heard back. I want the fees removed and contract honored.

  

  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: 09/08/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *********
   

• Initial Complaint

  Date:08/12/2022

  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 a 3 year fixed price contract for residential electricity supplied by New Wave Energy at a rate of $0.062/kWh on August 31, 2021. I accepted their terms that if I terminated my agreement with them I would also pay an early termination fee. $99 if <12 months remain in the contract, $199 if >12 months remained.
  In July 2022, I received a letter from ****, (who was currently only acting as distributor) that they were going back to being my distributor AND supplier, and the new rate for my electricity would be whatever **** was charging (currently $0.076/kWh soon to go to $0.085/kWh next month).
  What happened? I never cancelled the contract, if I had, I would have to pay the early termination fee. How did I get switched back? I never agreed to the switch, and have always paid my bills on time.

  

  Business Response

  Date: 08/12/2022

  Customer is encouraged to contact our support team management to further discuss and remedy their complaint.  They may contact management at ###-###-#### x-*** or x-***

  Customer Answer

  Date: 08/12/2022

  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. 
  
  
  
  Regards,
  
  
  
  **** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/11/2022

  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 company is charging additional fees that are not part of the contract. I have a fixed rate energy supply contract for 36 months. All the previous charged bills have been correct. For the June 2022 bill, they have added two fees that are not listed before on any previous bills. *** ************ and Billing Adjustment Totaling $ 67.79 above my normal bill. See attached bill
  
  I called New Wave and they said that they were charged more this month by their supplier so they passed on charge to customers. They said that this was allowed under my contract. Originally when I spoke to the person on the phone at New Wave Energy when I signed this contract they did not mention or highlight the fact that even though my rate would be fixed for 36 months that they reserved the right to charge me 7 cents a KWH over and above the 6 cents a KWH I contracted for. The person I spoke with today said they can do this at any time if New Wave Energy is charged a higher fee by their supplier. So in reality by fixed rate of 6 cents a KWH is not fixed if they can double it at any time. With no warning. This ability is not highlighted and easily noticeable in the written contract and there was not verbal warning given like ******* does for their contracts where you sign for a fixed fee but if taxes and fees go up for ******* they are passed on directly. But this is known by anyone signing up with *******. Additionally, no notices were given prior to this bill. They should not be able to advertise their rate as fixed if they can do this. I asked for a refund and was refused. 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 these extra fees. It is false advertising to claim you have a fixed rate whey they claim they reserved the right to charge you double at any time.

  

  Business Response

  Date: 08/12/2022

  We can certainly work to come to a resolution with this particular customer, as their concerns may be isolated to their account(s).  However, we do need them to contact our support team directly to resolve.  ###-###-#### x-*** or x-***

• Initial Complaint

  Date:08/07/2022

  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 signed a 3 yr fixed rate contract with this company on 1/14/21. They have billed me at this rate (.07100/kwh) with no additional charges each month until I received my most recent invoice dated 7/18/22. On this invoice New Wave added 3 extra charges totaling 196.42 over the contracted energy charge of 190.64 ......... more than doubling the contracted amount. When I called and spoke with Brett he offered to cancel my contract and refund the additional charges with no early termination fees. Basically it appears they are attempting to end the 3 yr contract due to the low rate of .07100 / KWH. He claims there is wording in the contract that allows them to add additional charges whenever they want. I have the contract (only document they provided with my signature) they emailed to me at the time of signing . The only reference to possible extra charges is due to a change in law.
  My desire is that NEW WAVE honor their contract price (.07100/KWH) for the remainder of the 3 yr term ending 7/14/24 and refund the 196.42 extra charges added to my most recent invoice. I've uploaded a copy of my contract and copies of my two most recent invoices.

  

  Business Response

  Date: 08/08/2022

  A member of our customer service team will be contacting this customer to discuss and remedy their concerns

  Customer Answer

  Date: 08/09/2022

  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 received a phone call from someone at New Wave Energy at
  2:45pm Aug 09, 2022.  Not sure of his
  name (perhaps James S*******).  He
  proceeded to tell me that all of the additional charges on my most recent
  invoice were due to increased costs incurred by New Wave, and that in “THE
  CONTRACT” I had agreed to these additional charges.  When I told him that I wanted a response “in
  writing” to my concerns he said that it appears that “my mind was already made
  up” and he quickly terminated the conversation.  He made “no offer” of resolution.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ***********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/10/2022

  Customer may utilize our agreed upon dispute resolution process to discuss their concerns. They are encouraged to contact our Customer Support Manager directly at ###-###-#### x-116

  Customer Answer

  Date: 08/16/2022

  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. 
  
  
  
  Regards,
  
  
  
  **** *********** 
  
  
  
  
  

• Initial Complaint

  Date:08/01/2022

  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 for 3 year fixed rate electricity residential contract at 5.7 cents from April 2021 to March 2024. Their contract makes it clear that there are no additional charges for the duration of the contract. AS of new - their website FAQ also makes claim about no additional charges to fixed rate customers. But recently they started charging "Billing adjustment", "RPS transmission charges" and "PJM transmission charges". And this charges more than actual electricity generation charges. I called their customer service and they said its due to cost of electricity going higher - but reason I signed for fixed rate contract is to avoid this type of uncertainty and in fact I chose higher fixed rate plan than the cheaper variable rate plans to avoid exact this type of issues. They are not honoring the contract that they signed with me and break fee of the contract is $200 - so now I'm stuck with this higher rates.

  

  Business Response

  Date: 08/08/2022

  A member of our customer support team will be reaching out to this customer to discuss and resolve their complaint

  Customer Answer

  Date: 08/12/2022

  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.  For your reference, details of the offer I reviewed appear below.
  In their resolution only thing they offered is to contact me - but they haven't reached out to me by any means.
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/22/2023

  ****** was a Pennsylvania PA complaint that was satisfied with our resolution.