Complaints

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:08/21/2024

  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 didn’t sign up with energy harbor. They have no records of me calling to give them authorization to start services or documentation. But they are charging me for services.

  

  Business Response

  Date: 08/27/2024

  Good morning,

  Here are Energy
  Harbors findings and report on complaint#********.

  The customer appeared on Duke Energy’s
  aggregation file received in February 2024; therefore, the customer was
  aggregated and enrolled with Energy Harbor via the opt out process into the Ross
  Township Community Electric Aggregation Program for the May 2024 program start.
  That offer was for a fixed rate of 6.13 cents per kilowatt hour (kWh) through
  the September 2025 meter read date and no early termination fee associated.
  
  Energy Harbor sent the Ross Township Community Energy
  Aggregation Notification Letter and Opt-Out Reply form for the Community
  Electric Aggregation Program on March 25, 2024, to eligible residents. If the
  customer did not want to participate in the aggregation program, they had the
  option to opt out by April 15, 2024. Having not heard from the customer, they
  were enrolled.
  
  Energy Harbor submitted the customer’s enrollment request on
  May 4, 2024, to the customers utility, Duke Energy Ohio, Inc. The utility
  accepted the enrollment and provided a service effective start date of May 30,
  2024.
  
  On August 21, 2024, after the opt-out deadline, the customer
  contacted Energy Harbor disputing the enrollment and requesting an opt out with
  a drop/cancel. Energy Harbor processed the opt-out and submitted a drop/cancel
  request to the customers utility. On August 21, 2024, the utility rejected the
  drop/cancel request with reason: “CPD - Current Drop Pending”. On August 22,
  2024, Energy Harbor received a drop/cancel from the utility providing the
  service effective end date of September 26, 2024.
  
  The customer was billed the appropriate contract rate and
  was not double billed. Accordingly, reimbursement is not due to the customer as
  the customer was billed for actual usage.
  
  On August 26, 2024, Energy Harbor contacted ******* *************** via phone and left a detailed message acknowledging the
  complaint received.
  
  We trust this information will
  assist you in closing this complaint.
  
  Please see the attached Terms and Conditions of the Agreement sent to
  the customer.

• Initial Complaint

  Date:07/29/2024

  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.

  Energy Harbor took over my energy bill without my consent or signature. I am now being billed by both Duke Energy and Energy Harbor thus making my bill almost double! They said the cannot refund my money because my community opted me into this without my permission. I smell a scam

  

  Business Response

  Date: 08/08/2024

  August
  8, 2024
  
  
  Case ID: ********
  ********* ****** ******
  ******** **** ********* *** ******** ** *****
  ******* ******** **** ********* *** ******** ** *****
  **** ****** ******* ***
  *********** ***** ******* ************
  ****** ***********************
  **** **** ****** ***** ****
  
  *** * **********************
  ______________________________________________________________________________
  
  Description of Issue:
  
  This letter is in response to the complaint filed by ****** Cullen
  on July 29, 2024, regarding Energy Harbor LLC. In the complaint, *** ******
  asserts concerns regarding her enrollment with Energy Harbor and seeks
  reimbursement.
  
  Response:
  
  The customer appeared on the utility’s aggregation file in February
  2023. The customer was aggregated and enrolled with Energy Harbor into the
  Union Township Community Electric Aggregation Program for the May 2023 start
  via the opt out process.
  
  Energy Harbor sent the Union
  Township Community Electric Aggregation Notification Letter and Opt-Out Reply
  form for the Community Electric Aggregation Program on March 20, 2023, to
  eligible residents. If the customer did not want to participate in the
  aggregation program, they had the option to opt out by April 10, 2023, via
  mail, phone, or web. Having not heard from the customer, they were enrolled.
  
  On April 18, 2023, Energy Harbor
  submitted the enrollment request to the customer’s utility, Duke Energy Ohio.
  The utility accepted the request, providing the service effective start date of
  May 6, 2023.
  
  Ms. ****** contacted Energy Harbor
  on July 29, 2024, and requested to cancel her account. The request was
  immediately submitted, and the utility accepted, providing the drop service
  date of July 30, 2024. Based on the information provided, Energy Harbor has
  determined that the customer was billed in accordance with the terms and
  conditions agreed upon and a refund is not warranted.
  
  Upon receipt of the complaint,
  Energy Harbor contacted Ms. ****** and provided her with the above information. 

• Initial Complaint

  Date:07/22/2024

  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.

  [[BBB transcription via mail/transfer; see attachment for complete complaint details]]

   

  This company keep piggy backing on my bill, always at the peek of price. I'm on the Do Not Solicite on my acct. They have been doing this since 2017 when I opted out. 

  

  Business Response

  Date: 08/01/2024

  Good morning,

  Here are Energy
  Harbors findings and report on complaint ID#********.

  The customer appeared on the utility’s aggregation file in January
  2024 for the City of Euclid Community Electric Aggregation Program. The
  customer was aggregated and enrolled with Energy Harbor via the City of Euclid Community
  Electric Aggregation Program via the opt out process. The address received on
  the utility’s aggregation file was ***** **** ***** **** **** **** ****** ** ***** as illustrated in the screenshot below.
  

  Energy Harbor sent the customer the Aggregation
  Notification Letter and Opt-Out Reply form for with a February 24, 2024
  deadline. Having not heard from the customer, Energy Harbor submitted the
  enrollment request to the customer’s utility, the Cleveland Electric
  Illuminating Co. The utility accepted the enrollment request providing a March
  27, 2024 start date.
  
  On June 3, 2024, the customer
  contacted Energy Harbor via phone and requested a drop/cancel.  Energy Harbor served this customer until the
  service effective end date of June 26, 2024.
  
  According to the Public Utility Commissions “Electric Do Not Aggregate List” database,
  the customers address appears as ***** ********* ********* *** **** ***** ******* *** ***** which differs from the service address from the utility’s
  aggregation file as illustrated in the screenshot below.
  
  On July 31, 2024 an Energy Harbor representative spoke with
  **. ******** providing the above information. **. ******** acknowledged that he
  moved from apartment **** to ****. **. ******** was advised, if wishes to be
  excluded from future Government Aggregation, he should contact the Public
  Utility Commission of Ohio, to update his address on their "Do Not
  Aggregate List.” **. ******** expressed his appreciation for the call and
  information.
  
  Please see the Complaint Response Document (which includes screenshots), Terms and
  Conditions of the agreement, the City of Euclid Community Electric Aggregation
  Program Notification Letter and Opt-Out Reply sent to the customer.

• Initial Complaint

  Date:07/05/2024

  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.

  In early march, while I was on the road working, representatives from Energy Harbor LLC visited my residence. They approached my girlfriend and misrepresented their intentions, leading her to believe that she was merely confirming information. Instead, they obtained her signature and used it to enroll me in their energy program without my consent.
  
  Upon returning home, I discovered that my energy provider had been switched to Energy Harbor LLC. I never authorized this switch, nor did I sign any agreement with them. This unauthorized enrollment has resulted in higher energy bills and significant inconvenience.
  
  1. Energy Harbor LLC switched my energy provider without my consent, using deceptive practices to obtain a signature from my girlfriend.
  2. Since the unauthorized switch, my energy bills have increased significantly, causing financial strain.
  3. Attempts to cancel the service and revert to my original provider have been met with resistance and delays from Energy Harbor LLC.
  
  Resolution Sought:
  
  1. I request the immediate cancellation of the unauthorized service with Energy Harbor LLC and a return to my original energy provider.
  2. I seek reimbursement for the additional charges incurred due to the unauthorized switch, amounting to $975
  3. Written confirmation of the cancellation and reimbursement should be provided to ensure that no further unauthorized actions are taken.
  
  I have contacted Energy Harbor LLC multiple times to resolve this issue, but their responses have been inadequate. I have also filed complaints with the Illinois Commerce Commission for further assistance.
  Energy Harbor LLC's fraudulent practices have caused significant distress and financial burden. I urge the BBB to assist in resolving this matter promptly and ensuring that such deceptive practices are addressed to prevent further harm to consumers.

  

  Business Response

  Date: 07/12/2024

  July 12, 2024
  
  **** *** ********
  ********* ***** ******
  ******** **** ****** *** ***** ***** ** *****
  **** ****** ****** ***
  *********** ***** ******* **********
  **** ************ ****** *******
  
  *** * **********
  ______________________________________________________________________________
  
  Description
  of Issue:
  
  The customer
  asserts concerns regarding the enrollment of his electric account with Energy
  Harbor. The customer is also requesting reimbursement of the supplier charges.
  
  Response:
  
  As an initial
  matter, Energy Harbor does not have door to door agents.
  
  The customer
  appeared on the utility’s aggregation file in December 2022. That offer was for
  a fixed rate of 6.46 cents per kilowatt hour (kWh) through the September 2024
  meter read date. There was no early termination fee associated with the offer.
  Energy Harbor sent the City of Loves Park Community Electric Aggregation
  Notification Letter and Opt-Out Reply form for the Community Electric
  Aggregation Program on January 20, 2023, to eligible residents. If the customer
  did not want to participate in the aggregation program, they had the option to
  opt out by February 10, 2023, via mail, phone, or web. Having not heard from
  the customer, they were enrolled.
  
  On February
  16, 2023, Energy Harbor submitted the enrollment request to the customer’s
  utility, Commonwealth Edison Company. The utility accepted the request and
  provided the service effective start date of March 14, 2023.
  
  On July 05,
  2024, the customer contacted Energy Harbor customer care to opt out of the current
  aggregation program. His request was immediately submitted for processing and
  was provided the information above of the enrollment method. 
  
  On July 10,
  2024, Energy Harbor received communication from the utility accepting the
  customer drop request and provided a service end date of August 14, 2024.
  
  Based on the
  agreed terms and conditions, the customer was billed correctly, and therefore,
  no reimbursement is warranted.
  
  Energy Harbor
  has made several attempts to contact the customer to provide the above
  information, however he has not been reached, and a message option was
  unavailable.
  _________________________________________________________________________

• Initial Complaint

  Date:06/24/2024

  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.

  I received a letter in the mail saying I was going to be automatically enrolled into Energy Harbor as my electric supplier instead of Ameren unless I filled out the attached form and submitted it to the company. I filled the form out so that I could opt out of Eneegy Harbor because their electric rates were higher than Ameren. I mailed the form the following day. To my knowledge I had successfully opted out as I followed the instructions that Energy Harbor provided. Fast forward, I received my Ameren bill in the mail today and to my surprise my bill was almost doubled in price. After looking at my bill I realized that I was billed with Energy Harbors rates because I was not opted out by Energy Harbor. I called Ameren who had to manually opt me out. I explained the issue to them and they apologized on behalf of Energy Harbor. I was told that this change would not take effect until the next billing cycle which would be July 23. So now I am forced to pay Energy Harbors rates not only this month but for next month as well.

  

  Business Response

  Date: 07/01/2024

  **** *** ********
  ********* **** ******
  ******** *** ******* **** *** * *********** ** *****
  **** ****** ****** ***
  *********** ***** ******* ************
  **** ****** ******** *******
  
  *** * **********
  ______________________________________________________________________________
  
  Description of Issue:
  
  The customer
  asserts his concern about enrolling with Energy Harbor when he requested to Opt-Out.
  
  Response:
  
  The customer appeared on the utility’s aggregation file in May 2023.
  That offer was for a fixed rate of 9.95 cents per kilowatt hour (kWh) through
  the July 2024 meter read date. There was no early termination fee associated
  with the offer. Energy Harbor sent the City of East Peoria Community Electric
  Aggregation Notification Letter and Opt-Out Reply form for the Community
  Electric Aggregation Program on June 05, 2023, to eligible residents. If the
  customer did not want to participate in the aggregation program, they had the
  option to opt out by June 26, 2023, via mail, phone, or web. Having not heard
  from the customer, they were enrolled.
  
  On July 03, 2023, Energy Harbor submitted the enrollment request
  to the customer’s utility, Ameren Illinois Company. The utility accepted the
  request and provided the service effective start date of July 21, 2023.
  
  Energy Harbor renewed its contract with the City of East Peoria and
  the customer appeared on the utility’s aggregation file in March 2024. That
  offer was for a fixed rate of 10.03 cents per kilowatt hour (kWh) through the July
  2025 meter read date. There was no early termination fee associated with the
  offer. Energy Harbor sent City of East Peoria Community Electric Aggregation
  Notification Letter and Opt-Out Reply form for the Community Electric
  Aggregation Program on May 16, 2024, to eligible residents. If the customer did
  not want to participate in the aggregation program, they had the option to opt
  out by June 06, 2024, via mail, phone, or web.
  
  On May 24, 2024, Energy Harbor received the customer's opt-out
  response and promptly canceled the upcoming aggregation with the July 2025
  meter read date. The Government Aggregation team subsequently added the
  customer to Energy Harbor's internal "Do Not Market/Aggregate" list
  for the upcoming aggregation cycle. It's important to note that while Energy
  Harbor cannot prevent the customer from participating in future aggregations,
  whether through Energy Harbor or another supplier, Energy Harbor has taken the necessary
  steps for the upcoming term.
  
  On June 24, 2024, Energy Harbor received communication from the
  utility of a customer drop request. A service end date of June 24, 2024 was
  provided. This service end date applies to the initial aggregation with the July
  2024 meter read date that the customer was still actively enrolled into.  
  
  Based on the information provided, Energy Harbor has determined
  that the customer was billed in accordance with the terms and conditions agreed
  upon. Therefore, no reimbursement is warranted. 

• Initial Complaint

  Date:02/27/2024

  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 received my most recent electric bill from **** Edison and it includes a $420 from Energy Harbor. I have no idea why this is here so I called to get more information, and was told that I didn't respond to a letter so now I will be charged $420 per month. I asked to cancel and was told that it will continue to charge $420 for two-three more months, and I will not get my money reimbursed. So I will pay $1260-$1680 for what? Supposedly, this is a government program to save me money?? Um how is this saving money when I am paying my regular monthly electric amount and then paying an extra amount for about four months? My regular monthly payment is around $200 per month, this bill for March Is $660! I CANNOT afford this! I want my money back and I do not want to continue to be charged for a payment to a company that I did not sign up for!

  

  Business Response

  Date: 03/04/2024

  Good morning,

  Here
  are Energy Harbors findings and report on complaint# ********.

  There seems to be some factual
  misunderstanding in this complaint. 
  Energy Harbor is the electricity supplier for the **** ****** Community
  Electric Aggregation Program (“Community”). 
  In an electric aggregation, the Community negotiates on behalf of its
  residents for a fixed rate to protect them from fluctuations in the
  market.  Eligible community residents are
  automatically included in this program unless they affirmatively opt out.  Energy Harbor and the Community make the
  opt-out process as easy as possible for customers by allowing them to opt out
  via mail, phone, or web.
  
  The customer was
  aggregated and enrolled with Energy Harbor via the **** ****** Community
  Electric Aggregation Program for the December 2023 program start. That offer
  was for a fixed rate of 6.54 cents per kilowatt hour (kWh) through the December
  2025 meter read date. There was no early termination fee associated with the
  offer.
  
  The **** ****** Community
  Electric Aggregation Notification Letter and Opt-Out Reply form for the
  Community Electric Aggregation Program was sent on October 16, 2023, to
  eligible residents. If the customer did not want to participate in the
  aggregation program, they had the option to opt out by November 6, 2023, via
  mail, phone, or web. Energy Harbor has no record of the customer opting out
  prior to the deadline. Having not heard from the customer, they were enrolled.
  
  On November 14,
  2023, Energy Harbor submitted the enrollment request to the customer’s utility,
  **** Edison Company. The utility accepted the enrollment and provided a service
  effective start date of December 16, 2023.
  
  On February 26,
  2024, after the opt-out deadline, the customer contacted Energy Harbor inquiring
  about how he was enrolled and requested a drop/cancel. The customer was advised
  that he was enrolled via the **** ****** Community Electric Aggregation Program
  opt out process. The agent also submitted a drop/cancel request, and the customer
  was advised of the drop/cancel timeframe expectation of one to two billing
  cycles. The customer requested an immediate drop/cancel to occur. The agent
  advised the customer that Energy Harbor does not control the drop timeframe and
  that the utility regulates that process. The customer then requested to speak
  with a supervisor or someone that could escalate the drop process.  On February 26, 2024, an Energy Harbor
  supervisor, contacted the customer via phone three times at phone number ************
  to address the customers concerns; however, the call would not connect.
  
  On February 26,
  2024, Energy Harbor submitted a cancel/drop to the customer’s utility.  The utility accepted the drop/cancel request
  and provided the service effective end date of March 15, 2024.
  
  The charge mentioned in the
  complaint of $420.00 is due to the customer’s electricity usage from January 18, 2024,
  to February 14, 2024, in which the customer consumed 6,422 kWh. Accordingly,
  reimbursement is not due to the customer as the customer was billed for actual
  usage. Energy Harbor appears on the customer’s bill for the electric supply
  portion of the bill.  That amount is
  dependent upon the amount of electric supply used by the customer. Please see
  Billing Report attached.
  
  Energy Harbor has added the customer’s account to its
  internal Do Not Aggregate List. If the customer wishes to be excluded from
  future Government Aggregation, they should contact the Public Utilities
  Commission of ****, and request to have their account placed on the “Do Not
  Aggregate List.”
  
  Please see the Terms and Conditions of the agreement,
  Billing Report, and Government Aggregation documents sent to the customer.

  Customer Answer

  Date: 03/05/2024

   I am rejecting this response because:I never accepted or enrolled in Energy Harbor's program. I was still billed by **** Edison, as well as Energy Harbor for last month's billing cycle. I am paying two separate electric companies. When I called to discuss this situation with Energy Harbor, they stated that I did not state that I did not want their service because I did not send back a form. They also stated that I would be paying for their services for at least three to four more months, and there would be no refund given. I am not understanding why I need to pay two electric companies and one of them is charging me twice as much and I didn't sign up with them to begin with. I DID NOT ENROLL with Energy Harbor. I DO NOT want to pay for **** Edison and Energy Harbor. Who can honestly afford to pay over $600 per month for electricity???
  
  
  
  

  

  Business Response

  Date: 03/14/2024

  Good morning, 

  Energy Harbor is the retail electric supplier while ****
  Edison Company is the electric distribution utility. The retail electric
  supplier provides the electricity supply to the customer while the electric
  distribution utility manages the distribution of the electricity supply to the
  customer. Energy Harbor only bills the customer for the customer’s actual electricity
  usage (electricity consumption) while the utility bills for the distribution
  portion of the customer’s bill. These are separate charges that will be passed
  on to the customer regardless of which supplier the customer chooses or if the
  customer chooses to remain with their utility.
  
  It is also important to note that the governmental
  aggregation negotiated by **** ****** actually saved this customer
  significantly.  The governmental
  aggregation price was 6.54 cents per kilowatt hour (kWh).  The **** Edison “price to compare” that the
  customer would have paid had their government not negotiated a lower rate is
  10.11 cents per kWh. 
  
  As previously mentioned, on February 26, 2024, the customer
  contacted Energy Harbor to request a drop/cancel. The customer was advised of
  the drop/cancel timeframe expectation of one to two billing cycles. Energy
  Harbor does not control the drop timeframe. The utility regulates that process.
  On February 26, 2024, Energy Harbor submitted a cancel/drop to the customer’s
  utility.  The utility accepted the
  drop/cancel request and provided the service effective end date of March 15,
  2024.
  
  The charge mentioned in the complaint of $420.00 is due to the
  customer’s electricity usage from January 18, 2024, to February 14, 2024, in
  which the customer consumed 6,422 kWh. The customer was billed the appropriate
  contract rate and was not double billed. Accordingly, reimbursement is not due
  to the customer. The customer should reach out to **** Edison Company if they have
  further inquiries related to the accuracy of their bills or usage.
  
  Please see Billing Report attached.

  Customer Answer

  Date: 03/18/2024

   I am rejecting this response because:
  I paid two electric companies for usage. **** Edison charged me and Energy Harbor charged me. The company cannot state that I was charged for electricity used as their reason for me being double billed. I have restated the same thing, as well as sent the bill stating they both charged me. Energy Harbor was NEVER my electric company! I NEVER authorized them to be or enrolled with them. I want my money back ($420) because they started me as a customer when I did not enroll to be their customer. And then I was charged by them as well as **** Edison. I don’t understand how they can do that?! I’m being ripped off and I cannot afford to pay two companies for the same electric usage.
  
  

• Initial Complaint

  Date:02/17/2024

  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 have a extra charges on my Duke Energy Bill from Energy Harbor LLC. I NEVER consented or applied for this supplier. I don't understand why I would want to pay three times my electric bill each month for his supplier. I have a hard enough time paying my electric bill let alone this extra charge.
  
  Here are the charges:
  Dec 12-Jan 11:
  $322.59 Energy Harbor LLC
  $ 296.39 Duke
  $618.98
  
  Jan 12-Feb 11:
  $402.26 Energy Harbor LLC
  $366.56 Duke
  $ 768.82 Total
  
  Again, I never signed up or consented to this, and would like these charges removed from my energy bill.

  

  Business Response

  Date: 02/21/2024

  Good morning,

  Here are Energy Harbors findings on complaint# ********.

  There seems to be some factual misunderstanding
  in this complaint.  Energy Harbor is the
  electricity supplier for the City of Oxford Community Electric Aggregation
  Program (“Community”).  In an electric
  aggregation, the Community negotiates on behalf of its residents for a fixed
  rate to protect them from fluctuations in the market.  Eligible community residents are
  automatically included in this program unless they affirmatively opt out.  Energy Harbor and the Community make the
  opt-out process as easy as possible for customers by allowing them to opt out
  via mail, phone, or web.
  
  The customer was
  aggregated and enrolled with Energy Harbor via the City of Oxford Community
  Electric Aggregation Program for the December 2023 program start. That offer
  was for a fixed rate of 7.17 cents per kilowatt hour (kWh) through the December
  2025 meter read date. There was no early termination fee associated with the
  offer.
  
  The City of Oxford Community
  Electric Aggregation Notification Letter and Opt-Out Reply form for the
  Community Electric Aggregation Program was sent on October 23, 2023, to
  eligible residents. If the customer did not want to participate in the
  aggregation program, they had the option to opt out by November 13, 2023, via
  mail, phone, or web. Energy Harbor has no record of the customer opting out
  prior to the deadline. Having not heard from the customer, they were enrolled.
  
  On November 15,
  2023, Energy Harbor submitted the enrollment request to the customer’s utility,
  Duke Energy Ohio. The utility accepted the enrollment and provided a service
  effective start date of December 12, 2023.
  
  As a result of this complaint, on February 19, 2024, Energy
  Harbor submitted a drop/cancel request to the customer’s utility, Duke Energy
  Ohio. The utility accepted the drop/cancel with a provided service effective
  end date of March 12, 2024.
  
  Energy Harbor has added the customer’s account to its
  internal Do Not Aggregate List. If the customer wishes to be excluded from
  future Government Aggregation, they should contact the Public Utility
  Commission of Ohio, and request to have their account placed on the "Do
  Not Aggregate List.”
  
  The customer was billed the appropriate contract rate and
  was not double billed. Accordingly, reimbursement is not due to the customer as
  the customer was billed for actual usage.
  
  Please see the Terms and Conditions of the agreement,
  Billing Report, and Government Aggregation documents sent to the customer.

• Initial Complaint

  Date:02/04/2024

  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.

  Energy Harbor Llc signed us up for a service we did not ask for and I want to be reimbursed the $270.68 that was charged extra to my Duke Energy bill. Duke will not remove it and Energy Harbor is not reimbursing. This is a scam and not legal.

  

  Business Response

  Date: 02/07/2024

  Good morning,

  Here
  are Energy Harbors findings and report on complaint# ********.

  Energy Harbor has ***** ***** as the
  customer of record for the service address of **** ******* **., **********, OH
  *****-****. 
  
  There seems to be
  some factual misunderstanding in this complaint.  Energy Harbor is the electricity supplier for
  the Union Township Community Electric Aggregation
  Program (“Township”).  In an electric
  aggregation, the Township negotiates on behalf of its residents for a fixed
  rate to protect them from fluctuations in the market.  Eligible Township residents are automatically
  included in this program unless they affirmatively opt out.  Energy Harbor and the Township make the
  opt-out process as easy as possible for customers by allowing them to opt out
  via phone, web, mail, or the customer could contact their utility.
  
  In this case, the Union Township Community Electric Aggregation Notification
  Letter and Opt-Out Reply form for the Community Electric Aggregation Program
  was sent on March 20, 2023, to eligible residents. That offer was for a
  fixed rate of 6.51 cents per kilowatt hour (“kWh”) through the May 2025 meter
  read date. There was no early termination fee associated with the offer. If the
  customer did not want to participate in the aggregation program, they had the
  option to opt out by April 10, 2023, via mail, phone, or web, or the customer
  could contact their utility. Energy Harbor has no record of the customer opting
  out prior to the deadline; therefore, the customer was enrolled into the
  aggregation program.
  
  On April 22, 2023, Energy Harbor submitted the enrollment
  request to the customer’s utility, Duke Energy Ohio, Inc. The utility accepted
  the enrollment and provided a service effective start date of May 15, 2023.
  
  On January 19, 2024, Energy Harbor received a drop/cancel
  request from the customer’s utility, Duke Energy Ohio, Inc., with a provided
  service effective end date of February 15, 2024.
  
  The customer was billed the appropriate contract rate and
  was not double billed. Accordingly, reimbursement is not due to the customer as
  the customer was billed for actual usage.
  
  Please see the Terms and Conditions of the agreement and the
  Aggregation documents.

  Customer Answer

  Date: 02/08/2024

   I am rejecting this response because:
   The opt out information was something I never seen and I never even knew I was supposed to opt out of anything. It wasn’t until a Duke Energy employee told me I was enrolled that I even knew. 
   I believe that is shady business practice and would like a refund. 

  

  Business Response

  Date: 02/09/2024

  Good afternoon,

  There seems to be some factual misunderstanding in this
  complaint’s response.  A government
  aggregation program is where community officials use group buying power to
  purchase electricity from a retail electric generation supplier certified by
  the Public Utilities Commission of Ohio. 
  The program was approved by voters in November 2015. Please refer to the
  Union Township Community Electric Aggregation Program
  FAQs section on the Aggregation Letter which was attached in Energy Harbors
  initial response.
  
  As a result of this complaint, it was researched that the
  Price to Compare (PTC) rate with the utility was higher every month Energy
  Harbor served the customer than the rate in which the customer was enrolled
  with Energy Harbor. Attached is an estimated saving calculations file
  showcasing the savings of being enrolled in the Union Township Community Electric Aggregation Program.
  
  The customer was billed the appropriate contract rate and
  was not double billed. Accordingly, reimbursement is not due to the customer as
  the customer was billed for actual usage.

  Please see the attached supporting document.

• Initial Complaint

  Date:01/27/2024

  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 am trying to opt out of the ****** aggregate ELECTRIC program. Energy Harbor is making it very difficult for me. I have been trying for 2 hrs. This is looking like I'm being held hostage for a program that I never opted into, but will be placed into without my consent. I'm sure I'm not the only person in ****** that feels this way. Navigation to opting out seems almost impossible. Fortunately I kept the letter with my opt out code. It only appears 1 place in the mailing. I am supposed to mail it back to them. No return envelope, and I need my own postage. I know it's not much, but multiply this by possibly thousands of older retirees that can't get around,or have no internet access. I know of a few who are in this situation and they are as angry about this company as I am. I certainly don't understand how a company this size doesn't have a phone answering system to accept messages or a opt out designated line. I'm going to eventually opt out as soon as I can figure out how to do it. the price negotiated for the aggregate members is actually 4 times the amount that I am receiving now without being a member of the aggregate. I'm shaking my head in disgust of that. Just think how many dollars are getting taken from unsuspecting people by automatically being taken into this aggregation. And it's being made very difficult to not being dragged into. My phone number is ************ , and would welcome anyone to talk with me pertaining to this. As I now learn more about this company, I wouldn't have them as a supplier, even if they were giving it away. Taking advantage of people this way is a different form of robbery. If someone didn't retain their letter, thinking possibly it was "junk" mail, they're stuck... thanks for your support in this matter.

  Customer Answer

  Date: 01/27/2024

  After sending my complaint to you, I took the return card to the post office in ******, Obtained an envelope and sent it to Energy Harbor. I sent it as certified mail. I'm just trying to do this in some kind of correct manner. thanks again for looking at this situation. ***** *****

  

  Business Response

  Date: 01/31/2024

  There seems to be some factual misunderstanding in this
  complaint.  Energy Harbor is the
  electricity supplier for the City of ****** Community
  Electric Aggregation Program (“City”). 
  In an electric aggregation, the City negotiates on behalf of its
  residents for a fixed rate to protect them from fluctuations in the market.  Eligible City residents are automatically
  included in this program unless they affirmatively opt out.  Energy Harbor and the City make the opt-out
  process as easy as possible for customers by allowing them to opt out via
  phone, web, or email. 
  
  In this case, the City of ****** Community Electric
  Aggregation Program Announcement Letter and Opt-Out Reply Form for the
  Community Electric Aggregation Program was sent on January 12, 2024, to
  eligible residents. That offer was for a fixed rate of 4.76 cents per kilowatt
  hour (kWh) through the March 2025 meter read date. There was no early
  termination fee associated with the offer. The opt out deadline is February 2,
  2024.
  
  As a result of this complaint, Energy Harbor processed an opt out request and
  Energy Harbor will not serve this customer.
  
  Energy Harbor has added this customer to its internal Do Not
  Call/Solicit list.  If the customer
  wishes to be excluded from future Government Aggregation, they should contact
  the Public Utilities Commission of ****, and request to have their account
  placed on the “Do not call/Aggregate list”.
  
  Please see the Community Electric Aggregation Notification
  Letter, Opt Out Form, and Terms and Conditions of the agreement.

  Customer Answer

  Date: 01/31/2024

  I have sent the card back, at my expense, to opt out. Also called and was told that I was opted out. I just don't understand why I have to quit something that I never joined. Also, my letter was post marked January 19th ,PM. Not January 12th. I'm satisfied at this time regarding the outcome of this issue. Thank you for your attention regarding this matter. 

• Initial Complaint

  Date:01/26/2024

  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.

  Energy Harbor has not switched my electricity supply back to PPL as requested back on 11/2023.

  

  Business Response

  Date: 02/02/2024

  Good morning,

  Here
  are Energy Harbors findings and report on complaint #********.

  This customer enrolled in a mass
  market agreement with Energy Harbor LLC via the web on March 1, 2023. The
  contract offer was for a fixed price of 9.78 cents per kilowatt hour through
  the December 2024 meter read date. There were no early termination fees
  associated with that offer.
  
  On November 22, 2023, the
  customer contacted Energy Harbor via phone requesting to drop/ cancel their service.
  The Energy Harbor agent submitted the drop/cancel request. Unfortunately, due
  to a processing error, the drop/cancel was not submitted to the customer’s
  utility, PPL Electric Utilities Corporation.
  
  On December 26, 2023, the
  customer contacted Energy Harbor via phone inquiring as to the status of his
  drop/cancel request. The Energy Harbor agent advised the customer of their
  rate/term and the drop timeframe expectations; however, the agent failed to
  escalate a service request, and the drop/cancel was not processed.
  
  On January 29, 2024, the
  customer contacted Energy Harbor via email regarding Energy Harbor still
  appearing on his billing. On January 29, 2024, Energy Harbor submitted a
  drop/cancel request to the customer’s utility, PPL Electric Utilities
  Corporation. The utility accepted the drop/cancel request with the provided
  service end date of February 2, 2024.
  
  As a result of this complaint,
  Energy Harbor proactively calculated potential lost savings for this customer
  from November 22, 2023, when the customer contacted Energy Harbor to
  drop/cancel his service, to February 2, 2024, the effective service end date.
  It was determined that the Price to Compare (PTC) rate with the utility (11.03
  cents per kilowatt hour) was higher than the rate in which the customer was
  enrolled with Energy Harbor; therefore, no lost savings or reimbursement is
  owed to the customer.
  
  Please see the Terms and
  Conditions of the agreement sent to the customer.