Complaints

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

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  SmartEnergy Holdings, LLC

  400 Madison Ave Fl 9 New York, NY 10017-1909

  
• 

  SmartEnergy

  7450 Tilghman St Ste 100 Allentown, PA 18106-9044

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  Smart Energy Holdings

  106 Maplewood Dr Hazle Township, PA 18202-9266

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  SmartEnergy

  2040 Avenue C Ste 200N Bethlehem, PA 18017

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  SmartEnergy Holdings, LLC

  201 E 5th St 19th Floor Cincinnati, OH 45202

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:11/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for electric supply with Smart Energy because of the low rate. for 6 months. I expected that the rate would go up after 6 months. The paperwork supplied by Smart Energy said that I would not receive a notice of rate increase unless it was greater than a 25% increase. Right after the 6 month special rate was up, they jacked my rate from $0.126/kWh to $0.229/kWh, which is significantly more than a 25% increase, with no notice. It also has been more than 6 weeks since I mailed in my redemption form for the $100 gift card promised with the completion of my 6 months with Smart Energy.These deceptive practices need to stop. The public needs to be aware of the "bait and switch" this company will pull at the end of their special rate period.

  Business Response

  Date: 11/27/2023

  Thanks for your feedback! After checking, we found your renewal notice was sent before your fixed rate expired, but as there was no contact, your plan switched to variable. Regarding your incentive, our policy requires and active and current account, although your account was past due when the claim was received, it's now up to date. We'll make an exception and approve it for youexpect it in 4-6 weeks!

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did not receive the renewal notice sent by Smart Energy as they claimed. 

   

   

   

   

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

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

  Business Response

  Date: 12/28/2023

  Dear ******************. Thank you for contacting us.

  
  Upon researching our records, we confirmed that your $100 **** Gift Card was mailed on December 16, 2023, via ***** If you have not received it  yet, please contact our ******************* line at ************, and we will gladly look into this for you.

  We have confirmed that you had service with us for 8 months, 6 of them charged at the agreed fixed rate plan of 13 cents per kilowatt hour and 2 of them charged at a variable rate of 23 cents per kilowatt hour; your fixed rate expired by August 15, 2023. Please note that prior to the initial plan's expiration, on June 15, 2023 a renewal notice was sent informing of the upcoming rate change,  indicating that your next rate would be ***** cents per kilowatt hour, due to no response from your end, the plan was transitioned to variable.
  
  We have attempted to contact you over the phone to go over these items  with no success, you may call our **************** line at  ************** and ask to speak with ******* who has detailed information regarding the case.
  

  Customer Answer

  Date: 01/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I finally did receive the $100 promotional gift card shortly after Christmas. I am not satisfied with the continued insistence that I was notified of the exorbitant rate increase prior to its implementation as I did not receive any such notice. Had I received the notice, I would have immediately switched my supplier service over to ************************** who was offering a lower rate than even their promotional rate. It is clear that the company is not about to change their position that somehow it was my fault they used a low rate to lure my business in and then doubled it with no notice immediately after the promotional period was over. At the very least, I would like other potential customers to know to expect huge price increases in the promotional rates this company offers when the initial period is over, and to consider other companies or community power organizations with more honest pricing practices.

  I seek no further response from the company. I will not do business with them again.

   

   

   

   

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

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

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i received mail for account ******************** informing me i could save money on my jcpl electric bill account ************ at my address under my name and after maintaining the service after 6 months i would receive a 200 dollar **** gift card, i complied followed up several times sent all that i was requested, every time i called and followed up i was given the run around. i still have everything they asked me for i only want what i was promised for them to keep their word as i kept the service despite my bill increasing rather than becoming more cost effective

  Business Response

  Date: 11/13/2023

  Thank you for taking the time to provide your feedback. We are glad that we could resolve this inquiry over the phone; as discussed, we have approved your card, you should receive it in 4-6 weeks. Should you need anything else, please feel free to contact us at **************. Thank you, *************

• Initial Complaint

  Date:11/02/2023

  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.

  This involves SmartEnergy and their $100.00 **** gift card promotion. I used their company as my energy supplier for the required time period. I was told in order to receive my gift card I had to provide a copy of my last bill with my PIN number ********** and email it to ****************************************** I provided the required information and emailed the above email address. My email was not received stating the server blocked the email stating access denied and the item was truncated. I called the ************* and was not given an alternate email address nor given any assistance even though it was during the stated business hours. I would like the **** gift card and would prefer not dealing with SmartEnergy in the future.

  Business Response

  Date: 11/09/2023

  We are sorry to hear that you had this experience.  We will have a ******** Care agent reach out to you so we can gather the necessary information.  In the meantime, don't hesitate to call us at **************.

  Customer Answer

  Date: 11/09/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smart Energy has sent advertisement mail to my home of record ******************************************** and has addressed it to a "***************************". I was able to locate a phone number on the mail to call to request that my address be removed from the mailing list especially given that the name does not even reside at my address. My call was fielded to a customer service department in the ******************. They shared that their corporate headquarters was Smart Energy at **************************************************************** . They indicated that unless I provide a PIN number that they could not remove my address from the mailing list. I do not want to participate in the company's campaign and clearly again asked that my address be removed. I was informed it could not be removed unless I provided a PIN#. I have now tried calling the ** phone number but have been unable to zero out of the automated phone system to speak with anyone. I want a confirmation that my address is removed from the Smart Energy mailing list. Thank you, Sincerely, *****************************

  Business Response

  Date: 11/01/2023

  We are so sorry that you had this experience. The *** number is tied to the address on the postcard that you received, which is why it was requested. That said, it is not required to provide your *** to be placed on the do not mail list. We will review this further and pull the agent for proper training. You have been put on our do not mail list so will not receive further communication from us.

  Sorry for the inconvenience.

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm the ***** account holder. ********************** allowed someone else to verify themselves as an account holder for a $100 gift card to add them as the third party ****** for my ***** bill. The party who signed up for this account is NOT a responsible account holder. I cancelled Smart Energy and was told that they cannot be removed until the end of the billing cycle in November. I called and cancelled this provider on 10/9 after learning they were added to my account without my approval. I'm now being told they cannot be removed until the end of the billing cycle based on the states public utility regulations.

  Business Response

  Date: 10/19/2023

  ****************, we are sorry that you are having this experience. We processed your cancelation immediately however it takes up to 30 days for the utility to put you back on their supply. If you need further assistance, you can give **** a call directly or our ******************** at **************.

   

• Initial Complaint

  Date:10/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After setting up an agreement to have my electricity supplied by Smart Energy online for a cost of **** cents per killowatt hour, I was sent a contract dated August 19th 2023. Two months have passed and I was sent a bill for **** per kwh. I was informed that this contract was invalid because I started a new account. The contract is listed under my current account number. Now they tell me that it will take up to 2 billing cycles to switch it over to **** kwh that they would give me. I need to know if this contract sent to me is valid. They never informed me of any issues after August 19th 2023. They could end up overcharging me for $200 or more. In this day and age most businesses dont want a phone call. I think that this is their way of getting the Eversource rate out of me with no way out.

  Business Response

  Date: 10/19/2023

  We would be happy to review your account with you and offer some assistance. Please call us at ************** so one of our ************* agents can help.

  We look forward to hearing from you.

  Customer Answer

  Date: 10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I spoke to **************** at **********************. They are willing to send me a check for the difference last month, giving me the rate of **** cents per killowatt hour on that contract for 5 more months. However, it may be 3 weeks to see if they follow through with this resolution. I am hoping to keep this case open until it is fully resolved. I can notify you when it happens if you can.

   

   

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

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

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I unwittingly signed up for SmartEnergy at a standard rate. Then I was told that this rate was not renewed and because I did not respond I was charged a higher rate for my electricity service. This higher rate amounted to bill that was 3 times my normal electric bill amount. Had I been contacted I would have not agreed and continuted the SmartEnergy service. Because I never was contacted or confirmed this new rate, I would like to be refunded this amount.

  Business Response

  Date: 10/05/2023

  We are sorry to hear that you had this experience. We do send renewal notices prior to your 6-month fixed rate end date. Please give us a call at ************** so one of our Care agents can assist you.

  We look forward to hearing from you.

• Initial Complaint

  Date:09/21/2023

  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.

  April 23, 2023 was the date of transaction.Amount in question is $2.320 The agreement was 12 months of electricity at the rate of 12kw an hour and a free 100 **** card at the end of 12 months. Rates may increase at the end of the 12 mouth promotional date.Smart Energy never kept their promotional agreements. I was never informed of a two party billing system to the supplier and Eversource the energy company. I never received a 100 dollar **** card. People are human beings, you can't strip them of their livelihood and freedom. Having one resource means being trapped in a "box".

  Business Response

  Date: 09/29/2023

  We would be happy to assist you in resolving this matter. Please call us at ************** so one of our Care Agents can review your account details with you.

  We look forward to hearing from you.

  Customer Care

• Initial Complaint

  Date:08/31/2023

  Type:Delivery 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.

  Received $100 **** Gift Card offer from Smart Energy called the number, gave PIN , verified address, etc 6 months went by no gift card! August 29, 2023 called Smart Energy again because I received another promotional **** Gift Card offer this time for $200. Followed directions, ************ from Smart Energy **************** you did not keep ********************** as your supplier so the first $100 **** GC offer is void I never switched from them since I moved here. Im not sure what scam Smart Energy is actually running but to keep offering GCs then saying you dont qualify for whatever reason is ridiculous. Penelac has been made aware that Smart Energy is scamming its customers

  Business Response

  Date: 09/06/2023

  Thank you for taking the time to provide your feedback. We have researched your claim and wanted to let you know that the reason you were not eligible for the **** Gift Card is because you were not a customer for the required 6 month time period, as clearly discussed during your enrollment call. If you would you like to re-enroll for the remaining time period required, you would then be eligible for the **** Gift Card. Please give us a call at ************** should you wish to do so.

  Thank you,

  Customer Care

• Initial Complaint

  Date:08/25/2023

  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.

  We had a Smartenergy offer of a $100 gift card for signing up. I signed up but the gift card never came. I keep calling but they keep saying it has been approved but never comes. From the online review, one can see the company has a pattern of deceiving people by offering the $100 Gitfts card.I strongly request the federal office investigate this deception.

  Business Response

  Date: 09/01/2023

  Thank you for taking the time to provide your feedback.To date we have issued over $5,000,000 in **** Gift Cards! Please give us a call at ************** so we can review your account together and see why you have not yet received your gift card.