Complaints

This profile includes complaints for Spark Energy, L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Spark Energy, L.P.

  12140 Wickchester Ln Ste 100 Houston, TX 77079-1211

• 

  Spark Energy, L.P.

  2105 Citywest Blvd Ste 100 Houston, TX 77042-2855

• 

  Spark Energy, L.P.

  12140 Wickchester Ln Ste 10 Houston, TX 77079-1211

• 

  Spark Energy, LLC

  334 N Charles St Baltimore, MD 21201-4372

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:05/22/2025

  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.

  On approximately 10/2/24 I cancelled my service with Spark Energy as I felt our electric bills were significantly higher than others in the area with much larger homes and more people in their household. 1) Upon switching, a day after the bill was due Spark has been calling me 3+ times daily filling up my voicemail box over and over causing issues and preventing highly important callers from leaving any kind of message. On multiple occasions I have directly told then to stop calling me as it is bordering on harassment, yet they continue to call again and again. At this point I will sending in written communication to stop calling and start keeping record of any calls subsequent of that communication as it is violating the ****** 2) After we switched electric companies we now pay 17.9 per KWh vs. 17.7 we were paying before, but our electric bills have dropped between $250 and $300 per month, but have not changed anything we were doing prior to switching over. It is not logical that our rates have increased but our bills have gone down approximately 35%+ compared to what we were paying Spark. Looking at my prior and current rates/bills since the change, it give the appearance that Spark Energy is find a way to price ***** customers. Based solely on this alone it is not reasonable for me to pay that final bill considering there is no way to determine how long Spark Energy has been over charging me for their Electricity Service (if you can call it a service). At this point, due to all the stress and issues they have caused I want nothing less than full credit on my final bill and that Spark Energy immediately ceases contacting me.

  Business Response

  Date: 06/04/2025

  To Whom It May Concern,

  Thank you for bringing Mr. ****** ***** concerns to our attention. This is Spark Energys ("Spark" or "the Company") response to BBB Complaint Number 23366088.
  
  Upon receipt of the complaint, we reviewed Mr. ***** concerns.Our records show that he last renewed his contract with Spark on 10/02/2022 via our website, enrolling in a 24-month fixed rate plan at $0.1199/kWh, effective 10/03/2022.
  
  To ensure Mr. ***** was aware of his upcoming contract expiration,Spark issued three Contract Expiration Notices:
  First notice: 07/09/2024
  Second notice: 08/07/2024
  Third notice: 08/30/2024
  
  Each notice stated that if no action was taken, the account would automatically transition to a month-to-month variable rate after 10/02/2024.
  
  Spark received a cancellation transaction from ***** on 09/30/2024 with an effective switch date of 10/02/2024. As a result, Mr. ************ was switched away from Spark on that date.
  
  Billing details for the last 6 months of service with Spark are as follows:
  07/03/2024: Invoice for service from 05/31/2024 to 07/01/2024 for ***** kWh totaling $680.85 (due on 07/19/2024)
  07/19/2024: Payment received for $680.85
  08/02/2024: Invoice for service from 07/01/2024 to 07/31/2024 for ***** kWh totaling $634.41 (due on 07/19/2024)
  08/19/2024: Payment received for $634.41
  09/03/2024: Invoice for service from 07/31/2024 to 08/29/2024 for ***** kWh totaling $679.40 (due 09/19/2024)
  09/19/2024: Payment received for $679.40
  10/02/2024: Invoice for 08/29/2024 to 09/30/2024 for ***** kWh totaling $644.00 (due 10/18/2024)
  10/04/2024: Final invoice issued for service from 09/30/2024 to 10/02/2024 for 163 kWh totaling $30.07. This invoice included the previous balance of $644.00, for a final total of $674.07 due by 10/21/2024.
  With respect to Mr. ***** concerns regarding billing,weve reviewed his electricity usage and attached a detailed usage report for reference. Mr. ***** usage consistently exceeded ***** kWh per month, between 05/31/2024 and the cancellation date.
  
  As of today, no payment has been received for the electricity consumed from 08/29/2024 to 10/02/2024. The phone calls referenced by Mr. ***** are standard collection attempts due to the outstanding balance.
  
  We confirm that all charges reflect the contracted rate and usage data reported by *****, Mr. ****** utility provider. Based on this review, the charges are accurate and valid.
  
  Should Mr. ***** wish to discuss payment options, he may contact our ********************** at **************, MondayThursday from 8:00 AM7:00 PM CST and Friday from 8:00 AM5:00 PM CST.
  
  Best regards,
  
  ***** Ramirez | Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************

  
  

• Initial Complaint

  Date:04/09/2025

  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.

  Spark Energy advertised a cheaper gas procurrment charges than PG&E. What they failed to mention was that PG&E does not charge procurrement charges, only delivery charges. Therefore, signing with Spark jsut added an additional fee to my power bill. It's false advertising. Now they want to charge me a $100 termination fee which, given the false information they provided to purposefully convolute of an already confusing bill, is an egregious overstep of the ethics that should exist between the consumer and supplier.

  Business Response

  Date: 05/02/2025

  To Whom This May Concern:
  Thank you for bringing ******* Mehews concerns to our attention. This is Spark Energys (Spark or the Company) response to BBB Complaint Number 23183403.
  To respond to the customers claim of false ********************************** denies this claim. By California laws,customers have a choice to purchase the supply portion of their natural gas services from either the local utility or alternate natural gas suppliers, such as Spark.  Regardless of who supplies the natural gas, the consumer bill includes separate charges for the utility delivery of the natural gas, for the natural gas used by the customer plus taxes and other related charges.  The customer enrolled with ********************** and was charged for the energy used at his home. If he had not enrolled with Spark (or with any other supplier), he would have received charges for the amount of energy he used from his local utility.  
  The supply charges to the customer are valid.  On January 13, 2025, the gas supply service was enrolled to Spark via a Door-to-Door representative associated with third-party vendor, ***********************. The account was enrolled onto a 12-month plan with a fixed rate of $1.099/therm along with a $6.95 *************** Fee and a $100 Early Termination Fee.
  The enrollment was completed via ETPV, which is a series of questions sent to the customer via link to their personal device which must be answered and submitted by the customer for verification of enrollment. As a general requirement, throughout the ****, the customer or an authorized person are made aware that they are enrolling with a supplier (Spark) along with the terms and conditions of the contract. Additionally, the **** confirms that the local utility provider will continue to read the meter, deliver the supply and bill for the delivery service in which an affirmative confirmation of understanding was provided. (Mobile Web TPV attached).
  On April 9, 2025, Mr. ***** contacted us to cancel his service with Spark. As such, Spark submitted a cancellation request transaction to PG&E which was accepted with the effective drop date of April 30, 2025.
  Based on the information provided, Spark deems the enrollment valid with no credits or adjustments warranted. However, as a courtesy, Spark will waive the $100 ETF. Lastly, the was terminated, effective as of April 30, 2025.
  Please let us know if you have additional questions or concerns. 
  Best regards,
  
  ***** ******* | Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************
  

• Initial Complaint

  Date:04/06/2025

  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.

  I have never signed up with Spark Energy Gas LLP and they have shown up in my **** **** without my knowledge. I know that this is an extra charge because I have dealt with ***** ****** ********* charges in the past with the same exact situation. Conveniently, these Spark Energy charges started after ***** ****** had stopped in my June and July 2024 Statements. As such, I have not checked my statements again because I mistakenly assumed that my bills had increased due to working from home. Last night, I was curious about my bills remaining so high because I had not worked from home for a while at this address. So I checked my statement and saw these charges from Spark Energy starting from August 2024. Upon my research, it appears that this is another scam similar to ***** ******. However, I have never interacted with Spark energy like I had mistakenly done in the past with Vista because I falsely assumed that they are legitimately from ****. I understand that I should have checked sooner but this was sneakily added to my account. Up until this March 2025, they had charged about $430+. Until it is resolved, I assume that this amount will continuously go up.

  Business Response

  Date: 04/14/2025

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 23168150.
  
  Thank you for bringing ******* ********** concerns regarding her enrollment to our attention.
  
  Upon receipt of the BBBs notice, Ms. ********** concerns were immediately investigated. During our review, we found that on August 11, 2023, with the same telephone number used to file this case; Ms. ********* authorized her gas service enrollment with Spark via Door-to-Door representative associated with ********************* The account was enrolled onto a 12-month plan with a fixed monthly fee of $54.99 along with a $100 Early Termination Fee. Our records show that the account became active with Spark on June 19, 2024.
  
  Please note, the enrollment was completed via ****, which is a series of questions sent to the customer via link to their personal device which must be answered and submitted by the customer for verification of enrollment. Please be informed that as a general requirement, throughout the ****, the customer or an authorized person are made aware of the switch to Spark and the terms of the contract in which an affirmative confirmation of understanding was provided. (Mobile Web TPV attached). 
  
  On April 7, 2025, because of Ms. ********** dispute, we submitted a cancellation transaction request to *** who accepted it and provided a termination date of April 18th. As of this date, Spark will no longer supply ****************** service.
  
  Per the attached ETPV completed, wed like to confirm that the enrollment was authorized using the same telephone number used to file the complaint, as such, Spark deems the enrollment valid with no credits or adjustments. 
  
  Lastly, wed like to confirm, the Company will not bill the $100 Early Termination Fee. 
  
  Best regards, 
  
  
  ****** ******** | Regulatory Specialist
  *************************************************
  ************************************************************** | *************************************
  
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Please provide a copy of my authorization or consent to gas enrollment which includes my signature with a date. I had never consented anything with Spark LLC but I had encountered the same situation with Vista Energy Company because I was unaware of the services they provided. The companys marketing team provided  misleading information about lowering my costs only to discover extra unnecessary changes. This has previously been taken care of. I was mislead by ***** employees to enroll which was the only door to door representative that I spoke with. So Im requesting for your team to provide additional documents to support my enrollment. Otherwise, I have never enrolled or heard about Spark Energy other than its similarities with my misleading encounter with Vista. Per your message, my account had became active on June 19, 2024. This is in the same period as I was seeking solutions with Vista. Spark Energy also began charging my account once Vista stopped its charges. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 04/23/2025

  To Whom This May Concern:
  
  We appreciate the opportunity to further assist with Ms. ********** concerns. 
  
  As an initial matter, wed like to confirm that Spark Energy is in no way affiliated or associated with Vista Energy. Further, wed like to confirm that the telephone number used to file BBB Case No. ********, is the exact same telephone number used to complete the attached Mobile Web Third-Party Verification form which enrolled ************************** account with **********************. Enrollment Document Attached.
  
  Please note, the enrollment was completed via ETPV, which is a series of questions sent to the customer via link to their personal device which must be answered and submitted by the customer for verification of enrollment. Please be informed that as a general requirement, throughout the ****, the customer or an authorized person are made aware of the switch to Spark and the terms of the contract in which an affirmative confirmation of understanding was provided. (Mobile Web TPV attached). 
  
  Records show, the enrollment to Spark was completed on August 11, 2023; on August 14th, the Company submitted an enrollment request transaction to *** who accepted it and provided an effective start date of July 19, 2024. As of this date, ****************** supply service became active with Spark. 
  
  Upon receipt of this case, a cancellation request transaction was submitted to *** who accepted it and provided the service end date of April 18, 2025. As a courtesy, Spark waived the $100 Early Termination Fee associated with the enrollment. Spark is no longer supplying **************************. 
  
  Based upon our findings, Ms. ********** enrollment with Spark is valid along with the charges billed for Sparks gas supply service. 
  
  Wed like to confirm, Spark has properly managed ****************** supply service account. We kindly ask the BBB to deem this matter as resolved and respectfully ask to have this matter closed. 
  
  
  Best regards, 
  
  
  ****** ******** | Regulatory Specialist
  *************************************************
  ************************************************************** | *************************************
  
  

  Customer Answer

  Date: 05/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Please understand that it is inconsistent on why my supposed registration was completed in Aug 2023 but my services did not start until 2024, a full year passing. As I said and due to misrepresentation, I mistakenly consented in this agreement back in 2023 for ************* only. I have never consented with Spark Energy. In the full year in between the time of the signed agreement and when my supposed services commencement with Spark, I had the same exact services with Vista Energy. If your company had no association with *****, please understand that I did not consent Spark Energy for services. I appreciate waiving the fees and Im only seeking to restore the money I was charged without my permission and looking for a refund. Thank you.
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/16/2025

  Good afternoon,

  Thank you for the opportunity to address this matter.
  
  As verified through the attached electronic third-party verification, ************************** account was enrolled with Spark Energy on August 11, 2023, via telephone number ************. Notably, this is the same number Ms. ********* used to initiate BBB Complaint #********.
  
  Please be advised that *********** & Electric (PGE), the local utility provider, governs service start and end dates. On August 14, 2023, Spark submitted an enrollment request to ***, which responded on August 15, 2023, with a pending status. Subsequently, on July 23, 2024, Spark received confirmation from *** accepting the enrollment, assigning a service start date of July 19, 2024. Spark began supplying gas service to Ms. ********* as of that date.
  
  Upon receiving this complaint, Spark submitted a cancellation request to PGE. The request was accepted, and service was terminated effective April 18, 2025.
  
  Additionally, we would like to clarify that Vista and Spark are separate, unaffiliated energy suppliers. It appears Ms. ********* enrolled with both companies at different times, resulting in consecutive service periods.
  
  After thorough review, we confirm that Ms. ********** enrollment with Spark Energy was valid. Therefore, no credits or billing adjustments are warranted at this time.
  
  If further clarification is needed, we remain available to assist.

   

  Regards,

  ****** ********

  Regulatory Specialist

   

• Initial Complaint

  Date:03/05/2025

  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.

  when this company call me they offer super cheap price for gas and Said yes but next day I cancel it but they never cancel

  Business Response

  Date: 03/24/2025

  To Whom It May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 22995706.
  
  During our review of ***** Perezs concerns, we found the following:
  
  11/29/2022 - ***** ***** enrolled her gas service account with **********************.
  12/27/2022- gas account became active.
  1/3/2023 Ms. ***** called in to cancel service; instead of canceling, Ms. ***** agreed to update her gas service rate plan. 
  11/20/2024 Spark issued Contract Expiration Notice informing of the rate expiration date of 1/5/2025.
  1/6/2025 Because no action was taken; the rate transitioned onto month-to-month variable rate plan.
  11/27/2024 Ms. ***** requested to cancel her gas service account. ********************** submitted the cancellation transaction request to PGE.
  11/28/2024 *** accepted the cancellation request and provided the termination date of 12/24/2024.
  12/24/2024 Services terminated. Final invoice of $95.15 generated for the service dates of 11/22/2024-12/24/2024.
  2/3/2025 Spark received a $7.26 payment, balance $87.89.
  2/20/2025 Spark issued Final Notice for the past due balance of $87.89.
  3/5/2025 Spark received $93.46 payment.
  
  
  Wed like to confirm, ********************** account terminated with Spark on 11/24/2024. Our records show there is a credit balance of $9.69. This credit will be refunded to Ms. ***** in the form of a $10 Pre-paid **** card; within the next 4-6 weeks, the customer should anticipate receiving her refund via US Mail at the mailing address s of ***********************************. To ensure the card is not overlooked, it will be enclosed within an envelope with the return address of: *************** P.O. *****************************
  
  Based on our findings, Spark has responsibly managed ********************** account. 
  
  Best regards, 
   
   
  ****** ******** | Regulatory Specialist
  *************************************************
  Tel: ************ 
  ************************************************************** | *************************************

• Initial Complaint

  Date:02/05/2025

  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.

  Complaint to the Better Business Bureau Dear BBB Representative,I am filing a formal complaint against Spark Energy for deceptive business practices and fraudulent misrepresentation. On December 11, 2024, a Spark Energy employee, **** ****** (Agent ID ********, approached me at my home falsely claiming that Spark Energy was a supplier for Consumers Energy and could lower my rates. He showed me a misleading website on his tablet to gain my trust and convinced me to sign forms.After realizing I had been misled, I called Spark Energy the same day (12/11/2024) to cancel. Their representatives assured me multiple times, both via phone and email, that my service was canceled and I would not be charged. However, I later received a $660.63 bill from Consumers Energy, which attributed the charges to Spark Energy, stating they had never received a cancellation request.Despite my repeated efforts to resolve this with both companies, Spark Energy continues to claim Consumers Energy failed to process the cancellation, while Consumers Energy states they never received a request. On February 3, 2025, a Spark Energy supervisor admitted they had to "resend" the cancellation request but failed to take ownership of the mistake.I am demanding:1. Immediate and permanent cancellation of my Spark Energy account (#********** retroactive to 12/11/2024.2. Removal of all Spark Energy charges from my bill 3. An investigation into Spark Energys deceptive sales tactics and business practices Spark Energys fraudulent and unethical actions have caused undue stress and financial burden. I request the BBB to take action to prevent further consumer harm.Sincerely,**** ****** Eastpointe, MI ***** ******************** **************

  Business Response

  Date: 02/14/2025

  To Whom It May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number ********.
  
  Upon receipt of the BBB notice, Spark immediately reviewed the details of Deja ******* concerns brought forth within Case No. ********. During our review we found that the gas account was enrolled with Spark on December 11, 2024, via a Door-to-Door representative associated with **********************. The gas account was enrolled onto a 12-month plan which included a fixed rate of $6.49/MCF along with a $50 Early Termination Fee (ETF). On the same day, Ms. ****** contacted the Company to cancel the gas service enrollment. However, *********************** account became active with the Company on December 24th.
  
  While Ms. ****** acknowledged that she enrolled, it is important to note that the enrollment was confirmed via an electronic third party verification (ETPV), which is a series of questions sent to the customer via link to their personal device that must be answered and submitted by the customer for verification of enrollment. Throughout this process, Ms. ****** was informed of the switch to Spark and the terms of the contract, all of which she was required to provide an affirmative confirmation that she read, understood and agreed to the terms of service, including that her account was being switched to Spark. (Mobile Web TPV attached)  
  Additionally, Sparks agents are trained and required to wear Spark branded gear along with a Spark ID badge and to provide accurate information to consumers, which is then confirmed during the verification process. As provided when the complaint was filed, Ms. ****** had a copy of the agents badge which identified him as representing Spark, suggesting that he agent properly identified himself, including sharing the badge with Ms. ************* Additionally, customers are enrolled using devices provided by the Company, there are no screens reflecting the utilitys website.  The agents are required to select the proper service area, which lists the name of the utilities.  This is the only avenue by which in-person sales are processed.  Based on the customers concerns, we have notified the representative of the customers claims and will issue a reminder to our sales team on proper solicitation efforts.
  
  Wed like to confirm, *********************** account terminated with the Company on January 24th and will not be billed the $50 ETF. To resolve this matter, all supply charges billed by Spark will be refunded to Ms. ****** via a check payment to the address on file. 
  
  On February 11, 2025, I reached out to Ms. ****** to confirm that her service has terminated with Spark and that all charges would be adjusted to *************** rate. Ms. ****** understood and will contact me directly with any questions or concerns regarding this matter. 
  
  Lastly, to avoid any future solicitations by Spark, we will add ******************** address and telephone onto the Companys Do Not Contact list. 
  
  
  Best regards, 
   
   
  ****** ******** | Regulatory Specialist
  *************************************************
  Tel: ************ 
  ************************************************************** | *************************************

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint because none of the actions listed about sending me a check has taken place and therefore the complaint has not been resolved. I have a $620 utility balance from Spark that is due today 2/20/2025 and that is still oustanding that were established by the Spark Representative's deceptive, fraudulent, and scamming sales tactics. 

  Until I have received the check that Spark said that they will be sending me to pay the charges, and CMS excepts, processes, and removes the Spark Charges, this complaint is not resolved. Spark's response to my complaint does not resolve the issue but merely explained what they may do to resolve it. As of today, I have not seen any evidence that Spark has resolved my complaint and therfore my complaint has not been resolved.

  
  Regards,

  **** ******
  
  
   

  
  

  Business Response

  Date: 02/27/2025

  Good afternoon,
   
  On 2/20/2025, I reached out to *** ****** to inform that Spark would be refunding the charges the Company billed for her gas supply charges from 12/24/24 - 1/24/25. As cited in the copy of the *** invoice provided by *** ******, it shows charges billed by Spark in the amount of $287.51; this amount will be refunded by Spark. Within the next 7-10 business days, *** ****** should anticipate receiving her refund check via ****** Once the tracking information is available, we will gladly provide it. 
   
  *** ****** has been informed to reach out to *** if she has any further billing disputes aside from Sparks charge of $287.51.
   
  Regards,

  ****** ********

  Regulatory Specialist

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Sparks actions only resolved the billing issues and part of the fraud crime I experienced but does not address the fraudulent actions on their employees part or protect the community at large from this transpiring in the future. Spark uses explanations that make it sound as if there was no wrongdoing on their part. Spark has failed to take accountability by addressing the fraudulent crime and it's entirety that their employee committed in this situation. The complaint I have filed about Spark's corrupt business practices and fraudulent sales tactics will stand and remain.
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/12/2025

  Good afternoon,
   
  The Company appreciates Ms. ******* additional response.  As an initial matter, Spark takes the customers concerns and its compliance very seriously. The sales interaction as described by Ms. ****** does not align with our agent training and Spark has zero tolerance for such behavior.  The behavior Ms. ****** described was handled in accordance to the Companys disciplinary policy and its third-party vendor agreement.
   
  Spark resolved Ms. ******* concerns regarding her energy supply service by cancelling the supply agreement and issued a refund for charges incurred from Spark during the period she received supply services from us.  Spark has addressed and resolved the concerns raised by Ms. ******* therefore, the Company considers this matter resolved and respectfully request that your agency close this matter.
   
  Regards,
  

  ****** ********

  Regulatory Specialist

  
  

• Initial Complaint

  Date:11/30/2024

  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.

  I am a person who was added into my grandfather's PGE **** so I can help pay the Bill where we live for P.G.E. Over the last few years our bill has been significantly higher than any other year due to SPARK ENERGY having access to our P.G.E Bill. We have been getting charged more and more recently and the delivery charges were getting as well have been becoming higher because P.G.E delivers our electricity for spark energy.. My grandfather and I have been trying to remove spark Energy from our bill for over a year now without success. We have contacted them by telephone. We have gotten the confirmation that it would be cancelled on a couple differnt occasions. We have also got confirmation that they would send cancelation papers and they never did. We have been trying to drop them and discontinue service and they have illegally forced us to continue with their company. We want to cancel with them and want the better *************** to help us to do that. Our PGE account number is ************ Our PGE accounts address for service is ****************************************** Spark Energy ESP customer number is ************* have contacted P.G.E to remove them from our bill but P.G.E can't. Spark Energy has to be the one to do it but they are refusing and we have been trying over a year. Please help us.

  Business Response

  Date: 12/13/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number ********. Thank you for bringing ******* ********* concerns regarding her grandfather, ***** *********, gas service account. 
  
  Upon receipt of the BBB notice, the Company reviewed Ms. ********* concerns were immediately investigated. During our review, we found that on April 18, 2023, ***** ********* enrolled his gas service account with ********************** via third-party vendor, Prime Time Marketing. 
  
  On April 28, 2023, ****************** supply account became active onto the 6-month fixed flat rate of $49.99 per month which included a $100 Early Termination Fee. On August 30, 2023, the Company issued a Contract Expiration Notice notifying Mr. ********* of his upcoming fixed flat rate expiration date of October 17, 2023. This notice explained that if no action were taken before his contract expires, he would automatically be moved to a month-to-month variable plan until you sign up for another fixed-rate plan. Because no action was taken, on October 18, 2023, the customers rate plan transitioned onto a month-to-month variable rate plan. 
  
  Upon further review, we found the enrollment was completed via ****, which is a series of questions sent to the customer via link to their personal device which must be answered and submitted by the customer for verification of enrollment. As a general requirement, throughout the ****, the customer is made aware of the switch to ********************** and the terms of the contract in which the customer provided an affirmative confirmation of his understanding.
  
  Please be informed that Spark only provides gas supply services in the State of **********. Wed like to confirm that Spark did not ****************** for his electric supply services. In reviewing Mr. ********** account, the Company agrees Mr. ********* has been properly billed by Spark for his gas service consumption. 
  
  After a diligent review, our records show there has been no contact from the account holder or Ms. ******** requesting to terminate ****************** service account with **********************. However, upon receipt of this notice, we submitted a cancellation transaction request to *********** & Electric (PGE) who accepted and responded with a termination date of December 26, 2024. As of this date, Spark will no longer be responsible for supplying ****************** service.
  
  Based upon our findings, the Company has properly billed and managed the canceling of ****************** service account with **********************. 
  
  Please let us know if you have additional questions or concerns. 
  
  Best regards, 
  
   
  ****** ******** | Regulatory Specialist
  *************************************************
  Tel: ************ ************************************ | *************************************
  
  

• Initial Complaint

  Date:11/11/2024

  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.

  11/11/24 I have been receiving constant collection call from Spark Energy stating that my current $1012.63 which is extremely excessive for a single mother and whos family is out of the house 8-10 hours per day due to work and school I am highly concerned and disappointed regarding this matter and I feel as though Im being over charged for electricity services

  Business Response

  Date: 11/20/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 22542686.
  
  Thank you for bringing ******* ****** concerns to our attention.
  
  Upon receipt of the BBBs notice, the Company reviewed ******* ****** concerns. Our records show that Ms. ***** has been billed based upon her households consumption reported by CenterPoint Energy (CPE). 
  
  A further review of Ms. ****** account shows the following:
  
  On 8/18/2023 and 11/27/2023, the Company issued contract expiration notices informing Ms. ***** that her contracted fixed rate would expire on 4/11/2024.
  On 3/11/2024, a third notice was sent to Ms. ************ 3/19/2024, Spark generated an invoice for $238.73 which included the past due balance of $115.79 along with the current charges of $122.94 for usage of 767 kWh for the service dates of 2/15/2024 to 3/15/2024.
  On 3/21/2024, there was a payment received for $115.79.
  On 4/12/2024, because no action was taken by the contract expiration date, the fixed rate expired, and the rate defaulted onto a Month-to Month Variable rate plan. 
  On 4/18/2024, Spark generated an invoice for $315.62 which included the past due balance of $122.94 along with current charges of $192.68 for the usage of 1172 kwh and the service dates of 3/15/2024-4/16/2024. This same day, a payment was received for $122.94.
  On 5/17/2024, Spark generated an invoice for $511.51 which include the past due balance of $192.68, along with current charges of $318.83 for the usage of 1295 kWh and service dates of 4/16/2024-5/15/2024. This same day, a payment was received for $100.00.
  On 5/24/2024, a payment was received for $92.68.
  On 6/17/2024, a payment was received for $160.00.
  On 6/18/2024, Spark generated an invoice for $605.57 which included the past due balance of $158.83 along with the current charges of $446.74 for the usage of 1807 kWh and the service dates of 5/15/2024-6/14/2024.
  On 6/21/2024, payment was received for $158.83.
  On 7/18/2024, Spark generated an invoice for $1,047.75 which included the past due balance of $446.74 along with the current charges of $601.01 for the usage of 1948 kWh and the service dates of 6/14/2024-7/16/2024.
  On 7/26/2024, payment was received for $223.48. Ms. ***** agreed to enter a 5 - month Deferred Payment plan for her outstanding balance of $824.27 which would allow her to make monthly installment payments along with each current billing cycle to be paid by the invoice due date. 
  On 8/16/2024, Spark generated an invoice for $684.79. This included the customers DPP installment amount of $164.27 along with the current charges for the usage of 1790 kWh for the service dates of 7/16/2024-8/14/2024.
  On 9/4/2024, Ms. ***** agreed to renew her electric service rate onto the 12-month fixed rate of ***** cents per kWh. In addition, she made a payment for $350.00.
  On 9/6/2024, Spark generated a Disconnect Notice for $994.79 with the due date of 9/16/2024.
  On 9/12/2024, payment was received for $300.00.
  On 9/13/2024, Ms. ***** entered into a new agreement for a 6-month Deferred Payment plan for the outstanding balance of $694.79.
  On 9/17/2024, Spark generated an invoice for $463.89 which included a past due balance of $34.79 and the current amount due of $429.10 for the service dates of 8/14/2024-9/13/2024.
  On 10/7/2024, Spark generated a Disconnect Notice for $463.89 with the due date of 10/17/2024.
  On 10/16/2024, Spark generated an invoice for $896.63 which included the past due amount of $463.89 along with the current balance due of $432.74.
  On 10/17/2024, payment was received for $100.00.
  On 10/24/2024, payment was received for $100.00.
  On 10/25/2024, payment was received for $264.00.
  On 11/4/2024, Spark generated a Disconnect Notice for $1, 012.63 with the due date of 11/14/2024.
  On 11/12/2024, payment was received for $200.00.
  On 11/14/2024, Spark generated an invoice for $1,035.95 which included the past due balance of $232.63 along with the current charges of $803.31 for the service dates of 10/14/2024-11/12/2024.
  -This same day, Ms. ***** contacted Spark to establish a payment extension until 11/22/2024.
  
  Wed like to confirm that Spark has properly billed Ms. ***** each month for her electric service usage. Our records show that Ms. ***** has renewed her electric service rate and is currently being billed at her contracted 12-month fixed rate plan. 
  
  Please note that the Company has willingly offered Ms. ***** a payment arrangement on 7/26/2024 and again on 9/13/2024 to assist the customer with making payments to avoid service interruption. Because Disconnection Notices were sent, the customers payment arrangement defaulted, and all past due charges and installment amounts became due. At this time, there has been an extension granted for Ms. ***** until 11/22/2024; if any additional assistance is needed, please have the customer reach out to a member of our ************* team.
  
  Based upon our findings, the customers charges are valid. 
  
  
  Kind regards, 
  
   
  ****** ******** | Regulatory Specialist
  ****************************************************************************
  Tel: ************ 
  ************************************************************** | *************************************
  
  

• Initial Complaint

  Date:10/15/2024

  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.

  A broker had signed my business up for Spark Energy without my knowledge. The broker wither forged my name and signed me up against my approval. They are charging me a monthly service fee on my gas bill on top of TECO energy. They won't let me cancel and keep telling me a broker signed me up.

  Business Response

  Date: 10/29/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 22426911.
  
  Thank you for bringing ***** ******* concerns regarding ******************************** service account to our attention.
  
  Upon receipt of the BBB notice, the Company reviewed Jasons Solanos concerns were immediately investigated. We found that on March 13, 2024, using the same email address used to file this case, Mr. ****** authorized to enroll the gas service account ******************************** with Spark Energy. As evidenced by attached *********** Sales Agreement, Mr. ****** agreed that the Company would service the address of **************************************** for an initial term of one (1) year. Additionally, the signed agreement acknowledges that Mr. ****** was made aware of the switch to Spark and the terms of the contract in which the customer provided an affirmative confirmation of his understanding.
  
  On July 29th, the gas service account became active with Spark. As of this date the Company has properly billed ******************************** in accordance with the *********** Sales Agreement electronically signed on March 13, 2024, by ***** ******.
  
  Based upon our findings, *********************** enrollment with Spark is valid. 
  
  Please let us know if you have additional questions or concerns. 
  
  Best regards, 
  
  ****** ******** | Regulatory Specialist
  *************************************************
  Tel: ************ 
  ************************************************************** | *************************************
  
  

• Initial Complaint

  Date:09/25/2024

  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.

  I received a call from **** the Comed electricity company with account# **********, informing me that my services will be disconnected today due to a third-party company named Spark Energy taking over with a voice recording from me accepting change. This is not true, did not approve or accept. I was demanded to pay a $900.00 cancelation fee for Comed to resume my services. Confirmation#GHK85739 was provided after submitting the money via prepaid card. This is fraudulent and consumer bullying. I spoke with ******* of Spark Energy who accepted the payment and I have to wait until tomorrow for the cancelation process to go through successfully.

  Business Response

  Date: 10/11/2024

  To Whom It May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 22341389.
  
  Upon receipt of the BBB notice, Spark immediately investigated ****** Scullys concerns. Wed like to confirm that we have been unable to locate any pending or recent enrollments for Ms. ******* Please be informed that Spark has no record of account with Ms. ******* has never serviced/supplied the customers ********************** service and did not *************** a fee of $900.00.  
  
  Further, wed like to confirm that Spark would never contact any customer representing themselves as COMED or request payment to avoid an interruption of service. In case such calls are received, we recommend and encourage that customers contact their local ********************** provider to confirm and review their account information. These calls are not generated by Spark and are most likely a scam.
  
  Nonetheless, please allow this response to serve as confirmation that ****** Scullys telephone number of ************** has been added to Sparks Do Not Contact list along with Sparks affiliate companies.
  
  Please let us know if you have additional questions or concerns.  
  
  
  Best regards, 
   
   
  ****** ******** | Regulatory Specialist
  *************************************************
  Tel: ************ 
  ************************************************************** | *************************************

• Initial Complaint

  Date:08/19/2024

  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.

  Their representative came over and lied about a survey signed me up for business I did not authorized under a fake email address. My pge bill increased by 100 dollars for the past year. Now I have collection notices from now for past due balance for service I did not authorize please penalize them!

  Business Response

  Date: 08/30/2024

  
  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 22165754.
  
  Thank you for bringing ***** Trans concerns regarding her enrollment to our attention.
  
  Upon receipt of the BBB notice, *************** concerns were immediately investigated. During our review, we found that on July *******, Ms. **** authorized her gas service to be enrolled with Spark via Door-to-Door representative associated with ********************* The account was enrolled onto a 12-month plan with a fixed monthly fee of $54.99 along with a $100 Early Termination Fee. Our records show that the account became active with Spark on August 2, 2023.
  
  The enrollment was completed via ****, which is a series of questions sent to the customer via link to their personal device which must be answered and submitted by the customer for verification of enrollment. Please be informed that as a general requirement, throughout the ****, the customer or an authorized person are made aware of the switch to Spark and the terms of the contract in which an affirmative confirmation of understanding was provided. (Mobile Web TPV attached)
  
  On May 7, 2024, Ms. **** contacted Spark to cancel the account. She indicated that the email address on file was incorrect. On this same date, Spark submitted a cancellation request transaction PG&E, and it was accepted with the effective drop date of June 3, 2024. She was also informed that Spark would waive the Early Termination Fee of $100.
  
  On June 26, 2024, Ms. **** contacted Spark to dispute the charges on her bill indicating that she had already canceled the service. She again confirmed that the email address on the account was incorrect and requested that we credit her account. She was informed that the account was already terminated as of June 3, 2024, and the call was then transferred to a supervisor for further assistance; she was offered a $50 **** Pre-Paid card; however,the account was escalated further for more assistance and a manager call was offered, however, our records do not reflect that the call back was completed and we apologize for the inconvenience this may have caused. 
  
  The sales practices described are not tolerated by Spark. The Company prides itself on training our agents to properly represent Spark, and never mislead or misinform, as such, we will use the experience Ms. **** described for retraining purposes. In the meantime, to amicably resolve and close this matter, Spark will complete a rate adjustment for charges above the utility during the period Ms. **** was served by Spark. Once the calculations are completed, the balance on the account will be updated and if a refund is due, ******* can expect to receive a refund check within the next 4-6 weeks to the mailing address of ***************************************
  
  Please let us know if you have additional questions or concerns. 
  
  Best regards,
  
  
  Perla ************** Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************
  
  
  

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Once again the way that the company choose to respond tells you all you needed to know.

  I NEVER AUTHORIZE SERVICE TO BEGIN WITH, IT WAS ONLY WHEN I EXPERIENCE FINANCIAL HARDSHIP DID I NOTICE THE HUGE INCREASE ON MY ELECTRIC BILL.

  Their *** came to my home under the false pretense that he was a *** of PGE and doing a survey that would save me MONEY. He never made me sign off he asked questions then proceeded to sign me up on his IPAD. I need a FULL REFUND for services I NEVER AUTHORIZED! I was already getting electricity from *** my bill was never past $80 until he came along and scammed me.

  I am apart of the CARE Program and he made me assume he was doing surveys to keep me on that and to continue to give me discounts on my bill.

  Never did he mention he is signing me up for anything let alone new service that I did not AUTHORIZE or NEED!

  Multiple times that I have called in they treated my case for fraud in a nonchalant manner. Even had the audacity to tell me I owe cancellation fees for services I never wanted to begin with.

  They have robbed me of what little savings by increasing my bill, while I have no work. I need full refund I would not accept any other responses other than apologizing to me.

  This matters has stressed me more in my hardship, and all I wanted was money that was stolen from me not a dollar more.

  
  

  Business Response

  Date: 09/17/2024

  Good afternoon,

   

  We apologize for the inconvenience this may have caused. Please note that the sales practices described by Ms. **** are not tolerated by Spark. The Company prides itself on training our agents to properly represent Spark, and never present themselves as representing the utility or guarantee savings. As such, we forwarded this information to our Sales Quality team who confirmed they addressed this concerning matter with the vendor. The company takes these claims very seriously and is committed to taking the appropriate actions to ensure its agents are meeting the highest expectations.

   

  Lastly, wed like to confirm that Spark has completed the rate adjustment to the utilitys rate for the service period of August 2, 2023 (Inception Date) to June 3, 2024 (Termination Date). Ms. **** can expect to receive a refund check in the amount of $579.44 via **** at the mailing address of ************************************** within 7-14 days.

  Customer Answer

  Date: 09/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.