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 has 5 locations, listed below.

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  SmartEnergy Holdings, LLC

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

  
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  Smart Energy Holdings

  106 Maplewood Dr Hazle Township, PA 18202-9266

• 

  SmartEnergy

  2040 Avenue C Ste 200N Bethlehem, PA 18017

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  SmartEnergy

  7450 Tilghman St Ste 100 Allentown, PA 18106-9044

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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:05/30/2023

  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.

  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:

  Please see attached document submitted by Smart Engery which by their own admission that I called and cancelled their services.  Highlighted is the remark that states Cancel existing Bill 3/11/21 when I asked to have their services stopped.  Despite requesting the cancellation of there service which was running my bill higher, they continued to bill me and ignored my request.  Sincerely, ******************************* ]

   

   

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  f my file and have someone get back to me within I believe 48 hours. When I received a call back, I was told that i did call in but never asked for them to cut my services off with them which was the ONLY REASON i called in March 2021. Smart energy employee acknowledge that I called in and told me they would pull my conversation with them in March 2021 to confirm that I cancelled my service, but to date I have received nothing. The first message they pulled for me was a message from ******************************************************** however, they said they had my phone call from March 2021 but will not let me hear when I cancelled by service. Smart Energy tried at that point to offer me $300 to go away. I requested for an itemized statement of all there charges and they have finally provided this after telling me several times to go pull my DE Power bill.I am owed $3,284.02 for billing me when I cancelled their service in 2021. They now have offer $500, ??mad.

  Business Response

  Date: 06/02/2023

  As previously stated, upon reviewing all of the recordings, there was never a request to cancel your service with SmartEnergy. Please give us a call at ************** and we would be happy to review the recordings with you.

  Customer Care

  Business Response

  Date: 09/29/2023

  The recording can not be sent via the BBB website. We would be more than happy to play you this recording and further review confidential details that can also not be shared on this site. Please call us at ************** and one of our *********** Agents can assist you.

  Customer Answer

  Date: 10/12/2023

  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:

  This is not a response, you have over 9 productions by me of information, responded with sending my a copy of my ************** Bill.  You take this as a joke, but you need to be exposed for taking people money and billing under another company,

  Where is your company complete bill?  Where is your statement for services provided?  I have never seen you at or near my home for any meter reading.  I am prepared to share this information with all of ******** because it is nothing but a game to you.

  I will let them know how you hide your bill with ************** and make them think they are saving money under Smart Energy.  I will expose these horrible business practices 

   

   

   

   

   

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

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

• Initial Complaint

  Date:04/14/2023

  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.

  Better Business Bureau:

  They called me and stated that they would send me the $100 gift card after all. I am glad that they did keep their word and recommend anyone in the same situation to put in a complaint here to the BBB as they did manage to help me out here!

  
  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:03/20/2023

  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.

  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]

   The company wishing to discuss there practices after  years of charging inflated prices and refusal to refund above what the energy distribution provider charges, is a little too late. Shouldn't they have reached out once the fixed rate expired in 2018 and not when I cancelled and filed  complaint

   

   

   

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

  
  Sincerely,
  
  *******************
  
  
  
  
   
  vide proof or offer apologize or a refund for anything that has transpired. Buyers have to not only beware unscrupulous practices but must scrutinize any company who has ever had contact with them, if ever.

  Business Response

  Date: 04/07/2023

  Thank you very much for taking the time to provide us with your feedback. Please accept our sincerest apology for this disappointment regarding pricing; this is not the experience we want for our customers. The volatility in the electricity markets has been unprecedented, and we would welcome the opportunity to speak to you directly. Please call us at **************.
  

  Business Response

  Date: 04/21/2023

  We agree with you and want want to let you know that we did send a renewal notice 45 days prior to your fixed rate ending. If you call our customer care center at **************, they can provide you with that notice.

• Initial Complaint

  Date:03/09/2023

  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.

  When I signed up for SmartEnergy I was told that for the first six months I would have a flat rate that is no different from **** and I wont see any changes in my bill. My bills have more than doubled the past two month. After being so confused why this happened after two months in a row I assumed it must be my usage because smartenergy promised me my rates wont change for 2 months. I called **** only to find out smart energy more than doubled the rate of my electric bill. When I called them they quickly lowered my rate but I still cancelled because they lied to me originally and left me with 2 months of bills 3x the amount they should be. I need to be reimbursed for false claims and should also get 1/3 of the $200 **** gift card I was promised if I stayed with them for 6 months. Everything about their business model is predatory and greedy. You are also supposed to get $100 for signing up which I never received.

  Business Response

  Date: 03/09/2023

  Thank you very much for taking the time to provide us with your feedback. Please accept our sincerest apology for this disappointment regarding pricing; this is not the experience we want for our customers.  The volatility in the electricity markets has been unprecedented, and we would welcome the opportunity to speak to you directly. Please call us at ************** so we can properly assist you.

• Initial Complaint

  Date:03/09/2023

  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.

  Smart Energy raise my rate from **** to **** without any notice being given. This has caused my electric bill to be triple what it normally has been for years. I believe this should be illegal to do without notice of any kind and the rate amount being raise should have to be justified and agreed upon before the change is made. The ability to raise a price this high without the need of confirmation or consent should be illegal. I am request that the difference of my original rate and the new rate be refunded based on the fact we were not informed of this rate change. I agreed to pay for a service and will honor that. If you respond with (you sent out an information letter) I am requesting a proof of delivery to my address. It is not enough to just say we sent something. I would never agree (nor would any one I know agree) to pay 3 times the amount for the same service. i look for to your response.

  Business Response

  Date: 03/09/2023

  Thank you very much for taking the time to provide us with your feedback. Please accept our sincerest apology for this disappointment regarding pricing; this is not the experience we want for our customers.  The volatility in the electricity markets has been unprecedented, and we would welcome the opportunity to speak to you directly. Please call us at ************** so we can properly assist you.

• Initial Complaint

  Date:02/15/2023

  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.

  Smart Energy took over our electricity delivery without our consent. Then they charged us 3 times the comp rate from ****. We did NOT sign up. We never contacted them.

  Business Response

  Date: 02/16/2023

  Thank you very much for taking the time to provide us with your feedback. Please accept our sincerest apology for this disappointment regarding pricing, I can assure you that this is not the type of experience we want for our customers. Please call us at ************** so we can review with you how and when you selected SmartEnergy as your electricity supplier.