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:08/17/2024

  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.

  On February 5, 2024, I had a knock on my door from an employee claiming to work for ******** (now Spark Energy) and that my signature was needed because ******** had switched to spark energy . The representative told me that I had to sign paperwork/contract in order to maintain the account I currently had with ******** . I asked the representative if it was really necessary that I sign to maintain my account and if every ******** customer had to sign, she said yes . She also added that she already received signatures from all of my neighbors and that day was the last day that I had to sign in order to maintain my account with ******** . Unfortunately, at the time that this representative came to my apartment, I was in the process of recovering from a very severe domestic violence situation that suddenly occurred after 18 years of marriage. I was in physical therapy to help with injuries that I obtained from the attack, trauma therapy and still recovering from a concussion . I did not want to speak with the representative and why I specifically asked twice if it was something that I had to sign., both times I was told yes.Up until recently, my time and attention was spent getting healed from my traumatic experience., but since The Delaware victims compensation fund approved my case, I had to make myself go through all the bills, mail, emails, etc that I had not dealt with since the date of my attack and what I have come to find while going through my Delmarva bills and emails , was the representative misrepresented herself and lied to me.. Never once was I told that Spark Energy was an option for ******** customers, she also did NOT receive all of my neighbors signatures, and it was not something that I had to sign in order to maintain my account with Delmarva..I will be contacting Delmarva and Spark energy this week. This should be investigated and I would appreciate someone following up with me.

  Business Response

  Date: 08/30/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 22158917.
  
  Thank you for bringing ******** C*** ******* concerns regarding his gas service account to our attention.
  
  Upon receipt of the BBB notice, the Company reviewed Ms. ******* concerns were immediately investigated. During our review, we found that on February 5, 2024, Ms. ******* authorized the enrollment of her electric service account with ********************** via Door-to-Door representative with ********* On February 13th, Ms. ******** electric service became active onto Sparks 12-month fixed rate of $ ****** per kWh to include a $5.99 *************** Fee along with a $100 Early Termination Fee. 
  
  We found 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 is made aware of the switch to ********************** and the terms of the contract in which the customer provided an affirmative confirmation of her understanding.
  
  On August 19th, the Company received an inbound cancellation transaction from DELMARVA POWER (DE) which terminated the electric service account on August 22nd. As of this date, Spark no longer is supplying Ms. ******** electric service.
  
  Regarding the sales agents behavior described, Sparks agents are trained on proper conduct and how to engage consumers. The agents know that they are to present themselves as being with only Spark; as such, the agents wear gear reflecting Spark Energy. The referenced behavior does not align with Sparks standards. Spark wants to assure the BBB that it takes its obligations as a supplier seriously and is focused on providing high quality service. The company will take this opportunity to remind its sales force of its expected code of conduct and standards.
  
  To avoid any future solicitation, we have placed ******************** address and telephone number onto the Companys Do Not Contact list. 
  
  Please let us know if you have additional questions or concerns. 
  
  Best regards, 
   
  ****** ******** | Regulatory Specialist
  *************************************************
  Tel: ************ 
  ************************************************************** | *************************************
   
  
  

• Initial Complaint

  Date:07/17/2024

  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.

  Spark energy discontinued my electricity prematurely and blamed it on a utility company, stating someone requested cancellation of services on April 9. They were able to admit it was not me who cancelled the services. I was out of electricity from about June 12-June *************************** my fridge and freezer and had to make other living accommodations. They weren't able to provide a reason as to why my service was discontinued before the set lease end date (supposed to be 8/4/24). Their only solution was to create another year lease set to end beyond my apartment move out date. I agreed because I needed electricity and wasn't set to move out until 8/4/24. I have a deposit of $266.82 that needs to be reimbursed, and they stated the only way that can happen is if it's sent in the mail. I agreed to this and they stated this was mailed on July 5th, 2024. They said they are unable to provide confirmation of this via email. However, on 7/12/24, I received a bill for $351.60. The breakdown of the bill included $266.82 charged to my account as "debit for refund check," so it was a double charge rather than a reimbursement. I have spoken with three different agents. The first was ****** on 7/12 who agreed this is a strange issue and said an investigation has been made and someone will reach out to me in ***** business hours. I called again on 7/15 and ******* stated the same thing. I followed up again on 7/17 with ******* and she said this resolution can take up to two billing cycles (which is 2 months). I explained that the bill is due on 7/29 and will be charged late fees beyond the due date. The agent said given the situation these fees will be waived, but everything is word of mouth, and they are unable to provide written confirmation. For reference, the original account number is ********* and the second is *********. I haven't been given a consistent answer with this company and am hoping for a resolution.

  Business Response

  Date: 08/02/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 22006708.
  
  Thank you for bringing ****** **** concerns regarding her account to our attention. Upon receipt of the BBB notice, Ms. **** concerns were immediately investigated. 
  
  During our review, we found that on April 9, 2024, Spark received a Drop Request from Ms. **** utility company, **** The Drop Reason Code was 020 Customer Moved. Based on this information, we confirm that the drop was not initiated by Spark. To obtain more information regarding the drop, Ms. *** may contact her utility provider, **** 
  
  Our records indicate that on April 11, 2024, an invoice was generated for Account Number ********* for the service period of March 11, 2024, to April 9, 2024, in which a Deposit refund of $300 was applied to the invoice, leaving a remaining credit of $266.82 in the account. (Invoice attached) 
  
  On June 14, 2024, Ms. *** contacted Spark because she had no electricity. Ms. *** was advised that on April 9, 2024, Spark stopped being her provider due to an incoming drop request from her utility and she was provided the utilitys telephone number in the event she wanted to contact **** *** was also informed that her account had a credit of $266.82 which could be refunded to her in form of a **** Pre-Paid Card. Later that day, Ms. *** contacted Spark back. During this call, a ticket was submitted to request that the credit of $266.82 be refunded back to her original payment method. On this same date, a new enrollment was submitted, and the deposit was waived. (New Welcome Package attached) 
  
  On June 20, 2024, Ms. *** was informed that we could not refund the deposit back to the original card, however, she was offered a **** Pre-Paid card in which Ms. *** requested that we send it to the mailing address of ********************************** 
  
  On July 12, 2024, an invoice was generated for the new Account Number of ********* for the service period of June 14, 2024, to July 10, 2024, for a total amount of $351.60. Please be advised that the invoice reflects a debit for the **** Pre-Paid card of $266.82, however, a credit for **** Pre-Paid Card was not applied causing the balance to reflect $351.60. 
  
  Wed like to confirm that this was corrected and a payment for the actual charges of $84.78 was received on July 19, 2024. Additionally, the **** Pre-Paid card of $266.82 was sent to the mailing address of ********************************* and the account reflects a $0 balance now. 
  
  Please let us know if you have additional questions or concerns.  
  
  Best regards, 
  
  ***** ******* | Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************
  
  

• Initial Complaint

  Date:06/16/2024

  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 had an individual who signed me up with spark energy and was told I would be getting a lower bill with my natural gas. This was an outright lie. I went from around 8.00 a month to almost *****. I was signed up for a plan that gave me a flat rate for natural gas provided by spark energy. Now the company refuses to refund even though I was scammed by their representatives selling their natural gas.

  Business Response

  Date: 07/01/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 21857052.
  
  Thank you for bringing ***** ******* concerns regarding his enrollment to our attention.
  
  Upon receipt of the BBB notice, Mr. ******* concerns were immediately investigated. During our review, we found that on November 16, 2023, Mr. ****** authorized his 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 $39.99 along with a $100 Early Termination Fee. Our records show that the account became active with Spark on November 28, 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.
  
  On June 3, 2024,Mr. ****** contacted Spark regarding his gas charge and indicated that he is paying more because his usage is low. Mr. ****** was advised that he was enrolled onto a fixed monthly fee, regardless of usage, and was offered a new fixed rate of $0.939/therm which included a $4.95 *************** Fee and no Early Termination Fee. Mr. ****** agreed to update his rate and the change was submitted.
  
  Based on the information provided, we can confirm Mr. ****** authorized the enrollment to Spark. However, as a courtesy, Spark will send a $40 **** pre-Paid Card to Mr. ******* which he can expect to receive within 4-6 weeks. Additionally, wed like to confirm that the new rate plan will take effect on his next meter read cycle.
  
  Please let us know if you have additional questions or concerns.
  
  Best regards,
  
  
  Perla ************** Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************
  
  

• Initial Complaint

  Date:05/17/2024

  Type:Sales and Advertising 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 received a telemarketing call from an individual I was later informed was an employee of Spark energy LLC. Right away they asked me if my GAS BILL (those words are key) was more thann$50 a month. I responded yes its like $200 and something, the marketer lead me to believe that if I signed up for their service I would be receiving a flat rate bill of $46.40 per month, so obviously I wanted to switch, it took about 60 days before I received my first bill from them (well from pg&e but with them as my gas providers) finally hopefully for a cheaper bill I was eager to read only to discover that my bill actually went up, that PG&E was basically charging me just as much as always but now I had an additional 46 from this spark place, confused I stopped using gas as much as possible to try and understand what was happening, received another bill (while waiting for assistance from a charity still to pay the last one because I am ********** single mother of a disabled child, I can afford games like this. Just got the next bill AGAIN astronomical $120 and I even have been freezing without use of a furnace to save money, I called PGE for further information, they informed me that they would have charged me $5 dollars In place of the $46 spark charged, I get it flat rate, but the point is I thought I was signing up to get a gas bill that was $46.40 flat rate monthly and was misled. They do not clarify that you will still be paying the majority of the bill to PG&E still and actually paying even more now because I signed up for them. This is a nightmare.. They do not clarify that you will still be paying the majority of the bill to PG&E still and actually paying even more now because I signed up for them. This is a nightmare. I want my service transferred back, but now they said they would charge me $100 fee if I wanted to cancel that I had like a 30 day trial but I never even got my first bill until after 60 days such a scam

• Initial Complaint

  Date:05/13/2024

  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.

  On the 25th of April 2024 a man from spark energy came to our door. He did not identify himself as a spark employee named ***** but someone directly from delmarva power. He insisted that they needed to see my bill do to there being an old supplier and that we were paying extra. He refused to leave and once I showed him the bill he asked for my phone and I didn't know what he was doing assuming he was looking over our digital bill. I soon after got a confirmation from spark that later was revoked. We called spark and delmarva power only to be told they hadn't sent over a request. There was still no request on the 29th when we paid our bill and we were assured there was no issues then on Saturday may 11 2024 we got a letter from ************** stating we switched on the 3rd of May 2024. I spoke with them today May 13 2024 and canceled their service that we never initially wanted. They plan to bill for the 13 days of use and possibly 1 to 2 months for the cancelation to be finalized. These practices were predatory and the employee fraudulent in his entirety. The fact the start date wasn't set until 8 days after seems manipulative and the fact they still believe we should pay then for possibly 2 months completely out of line

  Business Response

  Date: 05/28/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 21702874.
  
  Thank you for bringing ***** ******* concerns regarding his gas service account to our attention.
  
  Upon receipt of the BBB notice, the Company reviewed Ms. ******** concerns were immediately investigated. During our review, we found that on April 25, 2024, Ms. ******** electric service enrolled with Spark via Door-to-Door representative with *********
  
  We found 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 is made aware of the switch to ********************** and the terms of the contract in which the customer provided an affirmative confirmation of her understanding.
  
  On May 13th, the Company received an inbound cancellation transaction from DELMARVA POWER (DE) which terminated the electric service account on May 16th. As of this date, Spark no longer is supplying Ms. ******** electric service.
  
  Regarding the sales agents behavior described, Sparks agents are trained on proper conduct and how to engage consumers. The agents know that they are to present themselves as being with only Spark; as such, the agents wear gear reflecting Spark Energy. The referenced behavior does not align with Sparks standards. Spark wants to assure the BBB that it takes its obligations as a supplier seriously and is focused on providing high quality service. The company will take this opportunity to remind its sales force of its expected code of conduct and standards.
  
  To amicably resolve this matter, the Company has agreed to adjust all charges to DEs rate. Any refund will be issued for the difference between Sparks charges and what she would have paid to DE for electric supply services. Within the next twenty-one business days, Ms. ****** should anticipate receiving her refund in the form of a check via **** mail to the mailing address of ****************************************************************************
  
  Please let us know if you have additional questions or concerns. 
  
  Best regards, 
  
  
   
  ****** ******** | Regulatory Specialist
  ****************************************************************************
  Tel: ************ 
  ************************************************************** | *************************************
  
  

• Initial Complaint

  Date:03/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/28, a salesperson came to my house who said he was associated with Consumers Energy, and asked to see my energy bill. I showed him, and he told me he'd lock in my rate but i'd have to fill out some paperwork on his ipad. a mistake on my part, i signed up thinking it was through consumers energy, but was actually Spark Energy. Afterwards i found out about the company is practically a scam (any online reviews show this), i called on 2/7 to cancel. A few weeks later, they told me it was cancelled on 2/1 (that's wrong), and that I owe them a $50 cancellation fee. however they told me i have to pay this through my provider (consumer energy). They've called me multiple times about this.I called consumers energy today, 3/13, and they told me they dont pay 3rd parties and i have to cancel with them, and they confirmed I have cancelled on their end,.I called Spark right after and explained everything. The customer *** forwarded me to collections, and i explained it agian. He told me to wait on the line while he looks at the account. a few minutes later, he transffered me to ANOTHER ***, who then started claiming I owe ~$200, and it will be sent to collections. I have no idea what to do, and they keep coming up with numbers. They also keep saying I can only pay via my gas company which does not make sense to me, and consumers energy already said there's nothing to do on their end.What do I do in this situation?

  Business Response

  Date: 03/28/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number: ********. Thank you for bringing ******* ****** concerns to our attention. 
  
  Upon receipt of the BBB notice, Mr. ****** concerns were reviewed by the Company. During our review, we found that on October 28, 2023, ********************** was enrolled with Spark via a Door-to-Door representative associated with vendor ******************. The gas service was enrolled onto a 12-month plan which included a fixed rate of $5.79/MCF along with a $50 Early Termination Fee (ETF). Our records show that the account became active with Spark on November 08, 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. The telephone number used to complete the enrollment is ************* which is the same telephone number used to file the BBB complaint. Please be informed that as a general requirement, throughout the ****, the customer is made aware of the switch to ********************** and the terms of the contract in which an affirmative confirmation of understanding was provided.
  
  On February 7, 2024, upon Mr. ****** request, Spark submitted a cancellation request transaction to the utility, which was accepted and backdated by Consumers Energy to February 1, 2024.
  
  Based on our findings, we confirm that the enrollment was authorized. As such, no adjustments or credits are warranted. However, Spark has waived the $50 ETF.
  
  Lastly, to avoid any future solicitation, Spark has added ****************** address and telephone number onto the Companys Do Not Contact List.
  
  Please let us know if you have additional questions or concerns.
  Best regards,
  
  
  Perla Ramirez | Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************

  Business Response

  Date: 03/28/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number: ********. Thank you for bringing ******* ****** concerns to our attention. 
  
  Upon receipt of the BBB notice, Mr. ****** concerns were reviewed by the Company. During our review, we found that on October 28, 2023, ********************** was enrolled with Spark via a Door-to-Door representative associated with vendor ******************. The gas service was enrolled onto a 12-month plan which included a fixed rate of $5.79/MCF along with a $50 Early Termination Fee (ETF). Our records show that the account became active with Spark on November 08, 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. The telephone number used to complete the enrollment is ************* which is the same telephone number used to file the BBB complaint. Please be informed that as a general requirement, throughout the ****, the customer is made aware of the switch to ********************** and the terms of the contract in which an affirmative confirmation of understanding was provided.
  
  On February 7, 2024, upon Mr. ****** request, Spark submitted a cancellation request transaction to the utility, which was accepted and backdated by Consumers Energy to February 1, 2024.
  
  Based on our findings, we confirm that the enrollment was authorized. As such, no adjustments or credits are warranted. However, Spark has waived the $50 ETF.
  
  Lastly, to avoid any future solicitation, Spark has added ****************** address and telephone number onto the Companys Do Not Contact List.
  
  Please let us know if you have additional questions or concerns.
  Best regards,
  
  
  Perla Ramirez | Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************

• Initial Complaint

  Date:03/11/2024

  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.

  On Dec 28 I was suppose to start paying ***** per therm, basically .39. It was never applied and so I was overcharged. They assured me it would be corrected and a gift card for the overcharge would be mailed to me. But I was to pay the bill. Then the next month comes and I am charged an even higher price. Almost $1 per therm. I call and they tell me they are working on it. They tell me I have to pay the amount on the bill. They say the will call nicor and have it adjusted. They still have not done this. I think that after two and a have months this should be taken care of. All they tell me is that a ticket has been made for the problem.

  Business Response

  Date: 03/27/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 21415099.
  
  Thank you for bringing ******** ********** concerns regarding her gas service account to our attention.
  
  Upon receipt of the BBB notice, the Company reviewed Ms. ********** concerns. During our review, wed like to confirm that the rate has been updated and is now reflecting the agreed rate of 38.9 cents/therm. The rate change notice to Ms. ********* advised that the application of the rate change on December 28, 2023, was subject to change based on processing times. The processing times may vary based on when the rate change was requested in proximity to the customers meter read and billing cycle date. The rate was billed for the service period of 1/23/2024 to 2/21/2024, as illustrated on the rate history and adjustment calculations. Within the next 10 business days, Ms. ********* should anticipate receiving her refund in the form of a check via **** Mail to the mailing address of *************************************
  
  Please let us know if you have additional questions or concerns. 
  
  Best regards, 
  
  ****** ******** | Regulatory Specialist
  *************************************************
  Tel: ************ 
  ************************************************************** | *************************************
  
  

  Customer Answer

  Date: 05/06/2024

  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.  
  
  I was suppose to have a new rate with this company starting in dec of 2023. They did not apply the new rate. They over charged me $87. I called them about it and I was told they could not give me an adjustment, they would send me a gift card. I never received it. The next month they overcharged me again, but they did adjust THAT mistake. I was told they are working on the Dec/jan ****. I was then told I would be getting a check, I never got that. Now today they said check was sent but they would check it out. Next they call me back and say I am not entitled to a refund. Every person I have had to talk to has a different answer. My new contract rate goes from Dec to dec, I have spent hours on the phone with this company trying to get this over charged corrected, always being told they are working on it. Now today, they say I have to wait to billing cycles. Then why did my ************************** dec.
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/15/2024

  Good afternoon,

  Based on the processing time of Ms. ********** 12/28/2023 rate change, the new rate of $ ***** per Therm became effective on 2/21/2024. To amicably resolve Ms. ********** concern, the Company adjusted the customers charges billed from 01/23/2024 - 02/21/2024 to the renewed rate which yielded the refund of $101.67. We initially offered to issue the refund in the form of a check; however, because ************************** account is still active, the refund was credited to the customers charges on 3/21/******** Attached Billing History.

  We apologize for the miscommunication in the issuance of the refund.  The adjustment to her billing ensured that Ms. ********* received the adjustment as quickly as possible. 

  Please let us know if you have any further questions.  

  ****** Williams 
  Regulatory Specialist NE 
  O: ************ 
  ****************************************************;
  ************************************************************** | ****************************** 
  

• Initial Complaint

  Date:02/28/2024

  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.

  First I am not even aware of any changes from ComEd to Spark Energy. When and why and who consented is not clear at all. My wife and I are in our 60"s and the only two living in the house. Nothing has changed for at least 5 years but our electric bill keeps going up and up as you can see by the attached file. People that we have spoken to say they pay no more than $150/month for the same size house and basically all the same amenities. Plus, the ******************* did not approve any rate hikes for electric or gas but Spark Energy raises rates when they feel like it. The total usage (kWh) are so inconsistent it isn't even funny. I truly believe we have been severely discriminated against and have been taken advantage by Spark Energy for years. This is a disgrace and only 2 people living in one household shouldn't be paying these types of monthly rates. I am looking for a refund and a huge adjustment in the rate going forward or a new system all together. This didn't start until they connected me to a different box and who knows how many other people I am paying for!

  Business Response

  Date: 03/14/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number: 21361209.
  Thank you for bringing ****** ********* concerns to our attention. 
  Upon receipt of the BBB notice, Mr. ********* concerns were reviewed by the Company. During our review, we found that on February 15, 2013, Mr. ********* electric supply service originally enrolled with Verde Energy ******************* (Verde).
  Mr. ********* account was enrolled with Spark as a result of a Customer Assignment from Verde. On April 25, 2018, Verde and Spark mailed out a jointly Customer Assignment ***************************** that, in accordance with his Verde agreement, the electricity supply would transition to Spark approximately on May 14, 2018 (Notice attached). As such, the electric account became active with Spark on June 6, 2018.
  Wed like to confirm that upon receipt of the BBB notice,Spark submitted a cancellation request transaction to ComEd which is currently pending an effective Termination Date.   
  Based on the information provided, Spark deems the assignment and enrollment to Spark as valid. As such, no credits or adjustment are warranted. 
  Please let us know if you have additional questions or concerns. 
  Best regards,
  
  Perla ************** Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************
  
  
  

  Customer Answer

  Date: 03/22/2024

  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.  
  I spoke to ComEd and they sent the attached letter plus a letter from Will ************* ComEd stated that Spark Energy had no rights to the service but most importantly had no rights to raise my rates.  I am still seeking recovery from being overcharged. I have never seen a case of fraud so clear as this one.  I just received my monthly statement and surprisingly it is cut in half of what I have been being charged.
  
  Regards,

  ****** ********
  
  
   

  
  

  Business Response

  Date: 04/10/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to the additional concerns brought forth in the BBB Complaint Number: 21361209.
  
  As previously mentioned, Mr. ********* account was enrolled with Spark as a result of a Customer Assignment from Verde. On April 25, 2018,Verde and Spark mailed the attached jointly Customer Assignment ***************************** that, in accordance with his Verde agreement, the electricity supply would transition to Spark approximately on May 14, 2018 (Notice attached). As such, the electric account became active with Spark on June 6, 2018. The Towns letter advised of municipal aggregation; he was already with a supplier prior to the towns letter.  The letter from ***** advised of a change in his supplier, it did not state that Spark had no right to switch the account.
  
  Based on the information provided, Spark deems the assignment and enrollment to Spark as valid. As such, no credits or adjustment are warranted. Lastly, the account is currently pending termination and will be returned to *****.
  
  Best regards, 

  Customer Answer

  Date: 05/01/2024

  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.  
  
  The ******************************** did not approve rate hikes in ******** and once again Spark raised rates without approval or even notification.  The letter in question was never received and highly doubt they ever sent such notification.  If that important why wouldn't they send certified mail.  The rates that were charged are completely out of whack and are price gouging at its finest.  I still believe a fair refund is justified from Spark Energy!  This is a very poorly run company and the reviews for sure point that out.
  
  Regards,

  ****** ********
  
  
   

  
  

  Business Response

  Date: 05/10/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to the additional concerns brought forth in the BBB Complaint Number: 21361209.
  
  Please be advised that the account was enrolled with Spark as a result of a Customer Assignment from Verde. On April 25, 2018, Verde and Spark mailed out a jointly Customer Assignment Notice, informing Mr. ******** that, in accordance with his Verde agreement, the electricity supply would transition to Spark approximately on May 14, 2018 (Notice attached). As such, the electric account became active with Spark on June 6, 2018 under a variable rate of ***** cents/kWh. It should be noted that variable rate plans are month-to-month plans based on a variable rate methodology which shall reflect, for each month, the cost of electricity obtained from all sources (including energy, capacity, settlement,ancillaries), related transmission if applicable, and other market-related factors, plus all applicable taxes, fees, charges or other assessments, and companys costs, expenses and margins. There is no limit to the variable rate or how much it will change from one billing cycle to the next, and it may be higher than the standard offer service rate charged by the utility. Based on the information provided, Spark deems the assignment and enrollment to Spark as valid. As such, no credits or adjustment are warranted. 
  
  Thank you,  

  Customer Answer

  Date: 05/15/2024

  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,
  
  
   
  

• Initial Complaint

  Date:02/12/2024

  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 collection agency is trying to collect $200 from me for energy services. I have never met them or made any agreement to use Spark Energy *********** is a mistake but the collection agency refuses to change and they are threatening me.

  Business Response

  Date: 02/28/2024

  To Whom This May Concern:
  
  This is Spark Energys (Spark or the Company) response to BBB Complaint Number 21281308.
  
  Thank you for bringing Abu ******* concerns regarding his enrollment to our attention. 
  
  Upon receipt of the BBB notice, Mr. ******* concerns were reviewed by the Company. During our review, we found that on August *******, Abu ******* *********** was enrolled to Spark via Door-to-Door representative associated with third-party vendor, Marketing Made Easy 4U, LLC. The account was enrolled onto a flat fee 6-month plan of $54.99 along with an Early Termination Fee (ETF) of $100. Our records indicate that the account became active on September 2, 2022.
  
  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 an affirmative confirmation of understanding was provided. Additionally, we would like to confirm that the telephone number used to complete the enrollment is the same number provided in this inquiry.
  
  On January ******, Spark sent a Contract Expiration Notice to notify Mr. ****** that his contract was set to expire on February 22, 2023. The letter indicated that if the customer did not renew the plan before the contract expired, he would automatically be moved to a month-to-month variable plan. Because no action was taken prior to the expiration date, the account defaulted onto a Month-to-Month Variable rate plan.
  
  On June 8, 2023,Spark sent a Termination Notice indicating that the account had a Total Balance Due of $565.01 which included a past due balance of $232.65. The notice indicated that failure to pay the past due balance would result in Spark Energy Gas, LLC (Spark Energy) terminating gas supply to the residence. Because payment was not received, on June 30, 2023, Spark submitted a cancellation request transaction to PG&E, and it was accepted with the effective drop date of July 5, 2023.
  
  Based on our findings, we confirm that Mr. ****** authorized the enrollment to Spark. As such, no adjustments or credits are warranted.
  
  Please let us know if you have additional questions or concerns.
  Best regards,
  
  Perla ************** Regulatory Specialist
  *************************************************
  ************************************************************* | *************************************
  

• Initial Complaint

  Date:02/01/2024

  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.

  I requested to cancel my service with Spark Energy on 11/27/2023 by phone and spoke to REP ** ***** named *****. I then proceeded to send an email communication with the same request to have it in writing. They continued to bill me and did not turn off my service as they stated that someone requested for service to be turned back on. I did not authorize anyone to speak on my behalf or make changes without my consent. They have since been billing me and have not turned off my service. I have called and talked to two Managers. One on 12/30 *** ** ***** and they still have not turned off my service. Spoke to Manager ******* ** ***** and he said they investigated and I am still liable. I explained that I was the only person on my account and they did not have authorization to turn my service back on.

  Business Response

  Date: 02/16/2024

  We have reviewed the customers concerns and are continuing our research due to the multiple inconsistencies received during our interaction with the customers. We anticipate providing an updated response by next Friday, February 23, 2024.  

  Customer Answer

  Date: 03/04/2024

  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,

  ***** *****
  
  
   

  
  

  Customer Answer

  Date: 05/02/2024

  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,