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.

close

Find a Location

SmartEnergy Holdings, LLC has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SmartEnergy Holdings, LLC

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

  
• 

  Smart Energy Holdings

  106 Maplewood Dr Hazle Township, PA 18202-9266

• 

  SmartEnergy

  7450 Tilghman St Ste 100 Allentown, PA 18106-9044

• 

  SmartEnergy

  2040 Avenue C Ste 200N Bethlehem, PA 18017

• 

  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:08/31/2022

  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.

  In the fall of 2019 when I bought my home, we signed up with SmartEnergy for a fixed rate of electric supply for 6 months, after that, it was a variable rate. I was told we could cancel after the 6 months, which we did. However, after we cancelled, SmartEnergy was periodically becoming our energy supplier on our national grid bill for 1-2 month stints, which we did not agree too. Because of this, they have been charging us an insane amount without our knowledge. I spoke with them today on the phone and they told me we did not cancel, but i know that we did. I unfortunately don't have documentation the cancel because i did it over the phone mid 2020. I have since made sure it was cancelled, but now they are refusing any sort of reimbursement for the high charges that we did not authorize.

  Business Response

  Date: 09/08/2022

  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. We would love an opportunity to speak to you directly and review your account history. Please call us at ************** so we can better serve you. We appreciate your feedback very much and we look forward to hearing from you. 

• Initial Complaint

  Date:08/24/2022

  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.

  We received an offering from Smart Energy for a **** Gift Card with an 800 number to ****************** personal information. Questions included information regarding our energy supplier (*****). There was no mention that this would involve changing our energy supply company nor the kWh rate. We just received our first bill and the kWh rate has DOUBLED from what we were paying (previous rate was ***** and went to *****). We also have never received the promised $200 **** gift card. I feel this marketing strategy was very deceptive, unethical and very misleading. Smart Energy need to be truthful and forthcoming about details when offering promotions. We absolutely would never have accepted this change in energy supplier and still have never received the promised **** card.The business practices of Smart Energy should be brought into question and full disclosure given if a change is to occur and the increased rate.

  Business Response

  Date: 08/30/2022

  Thank you for reaching out, we are sorry that you had this experience. Please give us a call at ************** so we can review your enrollment details with you, including the price and terms for the $200 **** Gift Card. We look forward to hearing from you.

  Customer Care

• Initial Complaint

  Date:08/22/2022

  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.

  Smart Energy has added almost $400 to my bill and is claiming that I signed up for it on May 1st, 2022 after 10:30am. 1.) I work as an operations manager and have daily KPI calls with upper management during these hours & 2.) Why would I need to sign up for a smart energy program when I do not own the house where I live, I am just renting. I called the number that was at the bottom of my bill and a foreigner answered and gave me a very nasty attitude when I attempted to get to the bottom of this! I do not understand how they could have been able to do this!

  Business Response

  Date: 08/30/2022

  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. We would like an opportunity to speak to you directly and possibly make it up to you. If you are willing, please give us a call at **************.
  
  We appreciate your feedback very much and we look forward to hearing from you. 

• 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.

  i was convince to join smart energy and then the charged me 3x the amount on my first bill

  Business Response

  Date: 08/16/2022

  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. We would love an opportunity to speak to you directly and possibly make it up to you. If you are willing, I can reach out to you at a number you provide, or you can email us at ******************************************************************
  
  We appreciate your feedback very much ******* and we look forward to hearing from you. 

  The SmartEnergy Team

• Initial Complaint

  Date:08/08/2022

  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 is tricking their customers that they are providing lower cost on renewable energy. And they clearly stated that no contract obligation and that you can cancel anytime. I cancelled their services cause of too high charges compared to PSEG. way too high... i didn't noticed it before when they're talking to me and making me believe that they have lower cost, just when i got my first billing... i saw the difference, PSEG is just ***** kwh and Smart Energy is ****kwh. right there and then i cancelled my services. but still next billing cycle they charge me again a whooping $272. that's insane. and they won't dispute it. Smart Energy customer service should stop making the customer believe that they can save more. They should clearly state the side by side comparison.

  Business Response

  Date: 08/09/2022

  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. We would love an opportunity to speak to you directly and possibly make it up to you. If you are willing, please call us at ************** so we can come up with a solution.
  
  We appreciate your feedback very much Pia and we look forward to hearing from you. 

  
  SmartEnergy Team

  Customer Answer

  Date: 08/11/2022

  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've already called that number and there's nothing resolved as the customer service representative just keep saying we can't do anything about it

   

   

   

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

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

  Customer Answer

  Date: 08/24/2022

  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:

  Again and again , i called that number and still their customer representatives are literally useless. all i got was we can't do anything. if they have direct numbers that i can call to communicate properly. 

  Marketing peeps are so good on presenting but when in come to customer service they all USELESS

  All i need is a refund on the last billing. Bill me until the day i cancelled my service. and not the whole month after cancelling. I cancelled the instance i saw their over pricing!!! 

   

   

   

   

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

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

  Business Response

  Date: 09/29/2022

  We can certainly help you with this! Please call our customer care center at ************** and ask to speak with a manager. They will review all of our account information and get to the bottom of this.

  We look forward to hearing from you.

  Customer Care

• Initial Complaint

  Date:08/04/2022

  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.

  Greetings all. The company Smart Energy made a phone call to *************************, who is my sister and persuaded her to get a $100 gift card (never used/ never arrived) if she provided with the billing information of the ***** ****, but Smart Energy did not tell her that by doing that she was going to get switched of electrical supplier from *************** with fixed rate of $0,07 per KwH to Smart Energy with a variable rate of 0,199KwH. The company Smart Energy did NOT contacted me: ************************* who is the home owner and account holder. From 06/09/2022 Smart Energy has been charging me a variable rate of $0,199 never agreed. They became my new electric supplier without my knowledge. I realized this when I receive a letter from ***** telling me about a change in service provider. I paid for a service that was not agreed to Smart Energy located @ ******************************************************* Billing period: Jun 9, 2022 to Jun 9, 2022 (1 days)Type of service: Residential-R RAD Energy 71 kWh at $***** per kWh $14.13 (Paid)Billing period: Jun 10, 2022 to Jul 12, 2022 (33 days)Type of service: Residential-R RAD Energy **** kWh at $***** per kWh $519.19 I had to pay for service that was not agreed on to avoid late fees. The rate I was paying with *************** was **** per KWh Smart Energy started charging ***** at a variable rate into my ***** account without my knowledge.I paid $474.57 on 08/03/22 to ***** ****. Smart Energy has NOT tried to solve this issue and keeps sending me to call their customer service number without resolution. I did contact ***** and made them to stop Smart Energy service. I also called Smart Energy to tell them to stop this service that was never agreed on. SmartEnergy electric supply charges Service number **** **** **** **** **** 77 I am looking of the refund/credit of the KWh charged on the amount of *****KwH that were never agreed Vs the rate I was paying was **** per KWh Thank you very much.************************* *****************************************************************

  Business Response

  Date: 08/09/2022

  Thank you for reaching out and we would be happy to help you. Please call us at ************** so we can review the confidential details of your account and offer assistance.

  We look forward to hearing from you.

  Customer Care Team

• Initial Complaint

  Date:08/02/2022

  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.

  Hello, I canceled my SmartEnergy account back in May 2021, and I just found I was still being billed and charged throughout my remaining time in **** until I moved out of state in May 2022. This was canceled through my energy supplier AEP OHIO, which they confirmed back in 2021 that the account was closed. Today, I received a **** from SmartEnergy saying I have a $100+ balance due. 1) I have never received a **** from SmartEnergy before. Everything was paid through AEP and that balance is $0. 2) The account should have been closed back in May 2021. I need someone to fix this now.

  Business Response

  Date: 08/09/2022

  Thank you for bringing this matter to our attention, we would be happy to help you. Please call us at ************** so we can review what transpired.

  We look forward to hearing from you.

  Customer Care Team

• Initial Complaint

  Date:07/28/2022

  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.

  This business needs to stop harassing my office. It is ridiculous how many times theyve called. They can say they dont telemarket, but calling constantly when we are NOT interested in their scam service is ANNOYING to say the least. STOP CALLING

  Business Response

  Date: 07/29/2022

  ****,

  We do not do any outbound dialing without customer consent. As such, you may be confusing us with a different energy supplier. Either way, I will make sure to put your phone number on our Do Not Call list.

  Thank you,

  The SmartEnergy Team

• Initial Complaint

  Date:07/28/2022

  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.

  Smart energy had charged my 80 year old mother $1000 for electric for one month. In a 1 bedroom condo. She lives alone. Cannot afford this nor did she ever sign up for this. It's a scam. They are scamming senior citizens.

  Business Response

  Date: 07/29/2022

  
  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. We would love an opportunity to speak to you directly and possibly make it up to you. If you are willing, please give us a call at ************** to discuss this matter. 
  
  We appreciate your feedback very much and we look forward to hearing from you. 
  
  The SmartEnergy Team

  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 my complaint has NOT been resolved because:

  Hello there has not been a resolution. My senior mother was charged $712 last month and $997 this month for her electric. She loves alone in a one bedroom condo. Had her untit check and it's fine. They offered to refund $500 of the $1700 she was charged. No way. They are scammers. They get ppl to sign up saying they will save money and then little by little they are charging 4 times the amount. Of bge. My mother is German and has a language barrier. She would never have been able to call and sign up for this. So there was no signature with this. Anyone could have said they signer her up. She had no clue not did I. My mom is an 80 year old woman who lives alone and does nothing. It's taking advantage of elders. What happens to older people who don't have people to help them? This is disgusting and she should have to pay any extra then when bge charges. I will continue to fight this. My mom won't be able to pay her mortgage if this isn't straightened out. It's Terrible. Please help. 

  
  

   

   

   

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

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

  Customer Answer

  Date: 09/15/2022

  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:

  Hello. I have not recieved the check that Smart energy has offered as a settlement. I can't be settled with this until my mother gets the check nor can she pay her outstanding amount of her bill until then. Thanks. 
   

   

   

   

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

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

  Business Response

  Date: 09/17/2022

  This check was issued on September 2nd so you should be receiving it shortly.

• Initial Complaint

  Date:07/28/2022

  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 noticed my electric bill was going up a little each month. One month comes up and its tripe the price almost $400 and it just happened to be a month it was storming here in **** we were in and out of power for a few weeks. My air conditioning wasnt working for the whole month. So I knew something was wrong with the bill. I look at my statement and notice smart energy is charging me all this money and *** never signed up with them. I get letters from them all the time and they come to my doors Ive never signed paperwork to sign up for there services. I call AEP, my electric company, and they say I have to call smart energy. I call and I was telling them to show me proof that I signed up because never did. They never showed me proof or anything. I preceded to cancel further services and I was told I would receive a check in the mail. I got my statement today and they are still charging me! At this point I want to know how to cancel services and be refunded all my money they have scammed out of me. *** never signed up for these services I dont even have any emails from them or any paperwork saying I signed up. Im so upset with this whole situation. My electric bill is up to $650 and its usually $100-$140 at most!!! Thats at its highest. Its ridiculous and Im being robbed!

  Business Response

  Date: 07/29/2022

  *********,

  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. We would love an opportunity to speak to you directly and possibly make it up to you. If you are willing, please give us a call at ************** to discuss this matter. 
  
  We appreciate your feedback very much ********* and we look forward to hearing from you. 
  
  The SmartEnergy Team

  Customer Answer

  Date: 07/29/2022

  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 have already talked to several people I have nothing else to talk about other than canceling this service that I didnt sign up for and getting a refund that is owed to me. Every person Ive talked to has not shown me any proof of me signing up for services. I canceled and Im still being charged 2 cycles later. I am being robbed by this company.

   

   

   

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

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

  Customer Answer

  Date: 08/11/2022

  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]

   Someone needs to reach out to me then. I have called several times and talked to see real people which is why Ive taken it here.

   

   

   

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

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

  Business Response

  Date: 08/16/2022

  Will do.