Business Profile

Electric Companies

Spark Energy, L.P.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

This business has 3 alerts

Pattern of Complaints

Read all 3 alerts

Complaints

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

Customer Complaints Summary

71 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/01/2024
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 was had one of the Spark (as I call them now) crooks come to my door and deseave me by telling me my bill would be cheaper because I was being overcharged as a house instead of a condo and every since I have been being ripped off. I canceled this deceptive charge with Spark energy three months ago. I was told last month it would not be on my bill anymore after last month because it takes two billing cycles to come of. I WANT THIS OFF MY BILL NOW! This is ridiculous.
Business Response
Date: 02/15/2024
To Whom This May Concern:

This is Spark Energys (Spark or the Company) response to BBB Complaint Number 21230595.

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, we found that on September 21, 2023, ***** ***** authorized to enroll her gas service account to ********************** via Door-to-Door representative associated with third-party vendor, ******************** On October 9th, the gas service became active onto the 12-month fixed flat rate of $44.99 per month to include a $100 Early Termination Fee (ETF).

The enrollment was completed electronically 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 an affirmative confirmation of understanding was provided. However, given the customers concerns, this information was forwarded to the internal sales team for further investigation.

As requested, on December 4th, the Company submitted a cancellation transaction to *********** & Electric (PGE). On the following day, *** responded and provided a termination date of January 8, 2024. We would like to confirm that on January 8th, ********************* terminated with Spark. As of this date, we are no longer responsible for supplying the customers gas service.

To resolve this matter, Spark will waive the $100 ETF and will adjust all the charges billed by the Company to the utilitys rate. Within the next 4-6 weeks, Ms. ***** should anticipate receiving the difference in the form of a Pre-paid **** card via **** mail at the mailing address of ***************************************. To ensure his refund is not overlooked, the card will be enclosed within an envelope with the return address of: *************** P.O. Box ****** *****************, ****

In addition, 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,

****** ******** | Regulatory Specialist
*************************************************
Tel: ************
************************************************************** | *************************************
Initial Complaint
Date:01/28/2024
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 signed up with Spark Energy on April 2023 for a 6-month plan at .54 cents per therm. Sometime in October 2023, I received a call from Spark Energy asking if I wanted to renew my contract. At this point, I said no because Nicor had a lower rate of .37 cents per therm. I was told that the rate would be .38 cents per therm with Spark Energy and I could renew it again, so I agreed. When I received my December bill I realized my bill was very high. Higher than any other year in winter. After reviewing my bill I realized that Spark Energy doesn't break down its fees or charges, so I couldn't tell what rate they are charging me. They only list a commodity charge with no rate. I asked to speak to a supervisor, and that was no help because there was no record of my call back in October. He told me that because I didn't renew my contract, my rate fell to a variable rate of 1.34 cents per therm. I immediately canceled but I was told it would take 1 to 2 billing cycles to take effect. At this point I do want anything to do with Spark Energy for their shady practices so I canceled. I went back to look at the contract, and nowhere does it specify that it will fall into a variable rate if you do not renew your contract. It does state it for a variable plan; however, it doesn't state that for a fixed rate. It has no warning that once your fixed rate contract is over and you do not renew it, it will fall into a variable rate. What the contract states, if you choose a fixed-price plan, it will automatically renew into a new fixed price upon completion of the initial term, not a variable rate. In two months, I have paid over $1000 for gas!!! Since their contract is not clear and doesn't specify the result of not renewing your fixed price plan, bringing you to a ridiculous variable rate then I am requesting Spark Energy to reimburse for the overcharges and charge me for the correct fixed rate that they had at that time, which was .38 cents per therm. My full complaint is attached
Business Response
Date: 02/12/2024
To Whom This May Concern:

This is Spark Energys (Spark or the Company) response to BBB Complaint Number 21211531.

Thank you for bringing ******* ******* concerns regarding her variable rate to our attention.

Upon receipt of the BBB notice, Ms. ******* concerns were reviewed by the Company. During our review, we found that on April ******, *********************** was enrolled onto a 6-month plan that included a fixed rate of 53.9 cents/therm. (Welcome Letter and Terms of Service attached).As outlined in the terms of service, the customer contracted for a fixed rate plan that will renew to another fixed rate plan if advance action was not taken.

On August 23, 2023, Spark sent Ms. ****** a Contract Renewal Notice informing her that her fixed rate was set to expire. The letter clearly indicated,in multiple sections, that the account would automatically renew to a new fixed rate unless the service was canceled.The letter also provided the new agreement and the rate the account would default to if a renewal or cancellation was not processed.

Because no action was taken prior to the expiration date, on October 19, 2023, the fixed rate of $0.539/therm expired, and the rated defaulted to the new fixed rate of $1.149/therm. The Company denies that the customer was charged a variable rate as stated in the customers complaint. Additionally, the customer is billed for *********************** charges through utility consolidated billing, as such, Spark has no control over the itemization of the customers invoices. Concerns regarding itemization of the monthly bill should be directed to the local utility.

On December 27, 2023, per Ms. ******* request, Spark submitted a cancellation request transaction to Nicor, and it was accepted with the effective drop date of January 19, 2024. As such, the account is currently no longer being supplied by Spark.

We have thoroughly reviewed our records and can confirm that there is no record of any phone call being from Spark to Ms. ****** regarding a renewal, nor is there any record of a phone call made to Spark from Ms. *******
Based on our findings, we confirm that Ms. ****** was billed correctly, and no adjustments or credits are due.

Best regards,

Perla ************** Regulatory Specialist
*************************************************
************************************************************* | *************************************
Initial Complaint
Date:01/26/2024
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.
1/9/2024 Door to door sales consultant MISINFORMED me of the SERVICES provided by Spark Energy. 1/26/2024 I received a letter from *** so I called to ask questions about the Sparks Energy and was devastated when I learned the sales consultant lied JUST TO MAKE MONEY OF MY PERSONAL INFORMATION. NO GOOD AT ALL.I immediately contacted Spark Energy at ************ ( I RECORDED THE ENTIRE CALL) I was told the account number I provided was not in the system yet, and that I will be able to terminate the contract due to being MISINFORMED by the sale consultant.
Business Response
Date: 02/09/2024
To Whom This May Concern:

This is Spark Energys (Spark or the Company) response to BBB Complaint Number 21205914.

Thank you for bringing ********* ******** concerns regarding her enrollment to our attention.

Upon receipt of the BBB notice,Ms. ******** concerns were reviewed by the Company. During our review, we found that on January 9, 2024, ************************ was enrolled to Spark via Door-to-Door representative associated with third-party vendor, ***********************. The account was enrolled onto a 12-month plan at a fixed rate of 99.0 cents/therm along with a $4.95 *************** Fee (MSF) and an Early Termination Fee (ETF) of $100.

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 in the agreement. However, Ms. ******** concerns have been forwarded to our Sales and ******************** for further investigation of the sales agent.

On January 26, 2024, upon receipt of the BBB Complaint, Spark submitted a cancellation request transaction to PGE, and the enrollment was successfully rescinded, as such, the account will not become active with Spark. Additionally, the *** will not be applied.

Please let us know if you have additional questions or concerns.
Best regards,

Perla ************** Regulatory Specialist
*************************************************
************************************************************* | *************************************
Customer Answer
Date: 02/13/2024
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.]Sparks ARE LYING TO PEOPLE GOING DOOR TO DOOR. I WAS INFORMED BY MY MANAGEMENT COMPANY THEY HAD REMOVED ANOTHER REPRESENTATIVE FROM THE PROPERTY AND THE OTHER REPRESENTATIVE GOT LUCKY BECAUSE I JUST CAME HOME. SPARKS ARE NOT TRUTHFUL ABOUT THE SERVICE AND FEES THAT WOULD BECOME EXTREMELY HIGH FOR ME. UNETHICAL BUSINESS PRACTICES. I ASKED SEVERAL TIMES TO BE REMOVED FROM THE PROGRAM BEING THAT I WAS NOT IN THE SYSTEM THE REPRESENTATIVE BEGAN THE DISENROLLMENT PROCESS AND I WAS TOLD THAT I WOULD NOT BE CHARGED $100.00 DUE TO NOT BEING IN THE SYSTEM YET. AND NOW THEY SENDING ME A STATEMENT IN THE PROGRAM.

Regards,

Business Response
Date: 03/01/2024
Thank you for bringing Ms. ******** additional concerns to our attention. Please be advised that Ms. ******** enrollment was successfully rescinded and the account did not become active with Spark. Additionally, our records do not reflect that an Early Termination Fee was billed. Please be advised that Ms. ******** concerns were forwarded to our Sales and ******************** for further investigation of the sales agent.

Thank you, Perla *********************
Initial Complaint
Date:01/05/2024
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.
This company is a scam on November 30, 2023 someone open a account for my address with a fake number and email was used to create the account. I called ******************** on December 5, 2023 when my BGE came and I noticed it was higher than usual. Once I got on the phone with someone I told them to cancel this service. The person I spoke to was the one who told me the number and email address used. The Spark's representative assured me that the service would be cancel and I wouldn't be charged. But here we today January ****** and I am looking at my BGE bill and its showing they are still my supplier for gas and electric. I never gave anyone permission to sign me up for Sparks Energy nor did I sign anything agreeing to have them be my supplier for gas and electric.
Business Response
Date: 01/19/2024
To Whom This May Concern:

This is Spark Energys (Spark or the Company) response to BBB Complaint Number 21101869.

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, we found that on November 21, 2023, the Company received enrollments for Ms. ******* electric and gas service from a third-party vendor.

On November 30th, the electric service became active onto the 12-month fixed rate plan at $0.114900 per kWh to include a $5.99 *************** Fee (MSF) along with a $100 Early Termination Fee (ETF). On January 1, 2024, the gas service became active onto the 12-month fixed rate plan at $0.789000 per Therm which also included a $5.99 MSF and $100 ETF.

The enrollment was completed electronically 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 an affirmative confirmation of understanding was provided. However, given the customers concerns, this information was forwarded to the internal sales team for further investigation.

To resolve this matter, Spark will waive the **** in the amount of $200. Additionally, the Company will provide a rate adjustment refund of charges for the difference between Sparks charges and what the customer would have paid if her ********************** and gas supply continued to be provided by the utility.

On December 8th, Ms. ******* electric service terminated, and we would like to confirm that the gas account is set to terminate on February 1st. Lastly, as a courtesy, 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,

****** ******** | Regulatory Specialist
*************************************************
Tel: ************
************************************************************** | *************************************

Customer Answer
Date: 02/07/2024
[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.
Initial Complaint
Date:02/15/2023
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 tried to cancel my account with Spark energy. I did this in 2022. This week February 15th, I found out they did not cancel my account. When I cancelled the account originally I was told it would take one month and they would transfer it over to peoples gas in Chicago. For some reason last year, my peoples gas bill was switched to paperless and so I was unaware it hadn't been changed. I called today and spoke a Spark energy representative. After providing all my information I was then told that person only dealt with electric supply and was transferred to another department where I was on hold for thirty minutes before I gave up and called back again. I spoke to a representative and was told I could provide my information but the people who worked in the disconnection section were not taking calls and the earliest anyone would call me back was in 24-48 hours. There is no place on their website to cancel your account. They purposefully make it difficult to cancel your account.
Business Response
Date: 03/02/2023
To Whom This May Concern:

This is Spark Energy’s (“Spark” or the “Company”) response to BBB Complaint Number ********.

Thank you for bringing Flea ******** concerns to our attention.

Upon receipt of the BBB’s notice, Ms. ******** concerns were reviewed by the Company. After a diligent search of our records, we were unable to locate any cancellation requests for this service prior to our contact with Ms. Parker on 2/15/2023. On this day, a request was submitted to terminate Ms. ******** gas service with Spark.

We would like to confirm that as of, February 17th, this customer is no longer serviced by Spark.

Based upon our findings, Ms. ******** cancellation was properly handled and no credits or refunds are warranted.

Please let me know if you have any further questions or concerns.

Best Regards,

Brandi ******** | Regulatory Specialist
12140 Wickchester Ln, Ste 100 | Houston, TX 77079
Tel: 281-833*****
************************* * **************************
Initial Complaint
Date:12/01/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday November 30th, 2022, a rep from Spark Energy presented himself as a **** *** and claimed that he would be able to lower our gas bill at a flat rate. I ended up agreeing to this enrollment he presented to me. I did my research later that day to find out that they are a company that charges your account vastly more than previously promised.
I looked at the reviews of this company to find that canceling your supposed subscription requires paying them a fee. Even then, there is no guarantee that they will cease charging you from what I read from the previous consumers of this company. I want to be sure that I cancel my subscription or plan with full confirmation on both ends so I may cut ties with this company. Is there any way I can go about this?
Business Response
Date: 12/16/2022
To Whom This May Concern:

This is Spark Energy’s (“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 that on November 30, 2022, the gas service was enrolled to Spark via Door-to-Door representative associated with ********** *********. The account was enrolled onto a 12-month plan which included a fixed monthly charge of $44.99 along with an Early Termination Fee of $100.

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. We’d like to confirm that the telephone number and email address used to complete the verification is the same that Mr. ******* used to file BBB. Complaint No. ********. As a general requirement, throughout the ****, the customer is made aware of the switch to Spark and the terms of the contract in which Mr. ******* provided an affirmative confirmation of his understanding. Based on our findings, Spark deems the enrollment valid.

However, given the customer’s concerns, we performed an internal review, including retraining on acceptable solicitation practices. As a proactive measure, we have added Mr. ******** information to our Do Not Solicit list to prevent future visits from Spark Energy.

Lastly, we’d like to confirm that the enrollment request was rejected by the utility, as such, the account did not become active with Spark.

Please let me know if you have any further questions or concerns.

Best regards,

Perla R****** | Regulatory Specialist
12140 Wickchester Ln, Ste 100 | Houston, TX 77079
************************ * **************************
Initial Complaint
Date:11/04/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi ,I am Athar, a resident of ********************************************************************************************************************************* of Spark energy's door-to-door agents knocked on our door and said he's from PG&E and he wants to have a look at our bill to see the meter readings .After having a look at the bill, he said we are being overcharged so he will apply a credit on our next monthly bill .I asked him for his ID , then he gave me his name and said I can call PG&E and verify his name .He made some changes on his electronic device and tricked me into signing up for Spark energy .A month later, I receive my bill and see that not only there's no credit applied but my bill is also too high. I call back PG&E to check about this and they notified me that I have been scammed by agents of Spark energy .I talked to Spark later and they said they cannot reverse the high charges .I highly condemn this behaviour from Spark energy's agents for misleading to change the supplier without my approval and I am willing to complain with you against Spark for unethical methods to lure customers . I am hoping to get some credit /refund or adjustment to my bill for scamming me.Also terminating my account with ********************** with Account # ********* Hoping to hear from you soon.
Business Response
Date: 11/18/2022
To Whom This May Concern:

This is Spark Energys (Spark) response to BBB Complaint Number 18361152.

Thank you for bringing ***** ***** concern to our attention.

Upon receipt of the BBBs notice, Mr. ***** concerns were reviewed by the Company. During our review we found that on September 3rd,2022, Mr. **** authorized the gas enrollment to Spark via Door-to-Door representative associated with Marketing Made ************. The account was enrolled onto a 12-month plan which included a fixed monthly charge of $54.99 along with an Early Termination Fee of $100.

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 Mr. **** provided an affirmative confirmation of his understanding. Based on our findings, Spark deems the enrollment valid with no credits or adjustments warranted.

Additionally, Sparks sales representatives wear Spark branded clothing to identify themselves as representing the Company and are trained to never represent that they are from the utility. Given the customers concerns, we have added your information to our Do Not Solicit list to prevent future visits from Spark Energy and will provide a rate adjustment for supply charges above what you would have paid if your supply service remained with your local utility.

Lastly, on October 11, Mr. **** contacted Spark and requested to cancel the enrollment. On this same date, Spark submitted a cancellation request transaction to the utility and the account terminated on October 27, 2022.

Please let me know if you have any further questions or concerns.

Best regards,

Perla Ramirez | Regulatory Specialist
*************************************************
************************************************************* | *************************************
Customer Answer
Date: 11/23/2022
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.]

Spark Energy's response does mention they are going to credit difference value but I haven't received any confirmation that my service has been canceled. I need my early termination fee to be waived off and credit to be applied for the difference amount I would've saved if I had remained with my utility. Also, Spark representative ****** lied to me saying they are from PG&E and when asked for identity, they said they can verify with PG&E utility.
Anyways, I will change complaint as resolved when they aacept my conditions mentioned above.

Regards,

Business Response
Date: 12/09/2022
To Whom This May Concern:

Thank you for bringing Mr. ****** additional concerns to our attention.

The Company would like to confirm that ************** supply with Spark has terminated effective October 27, 2022. The charges billed for the service period of 09/28/2022 to 10/27/2022 have been adjusted to PG&Es rate and a refund of $35.13 will be mailed out via **** in form of a **** Pre-Paid card and Mr. ***** can expect to receive it within 7-10 business days. Any early termination fee associated with his service will be waived.

The Company appreciates Mr. ****** feedback and note that sales practices as described are not tolerated by Spark. The Company pride itself on training our agents to properly represent Spark Energy, wear only Spark branded clothing and never present themselves as representing the utility.

We appreciate you taking the time to reach out to us, and apologies for any inconvenience this may have caused.

Best regards,
Customer Answer
Date: 01/17/2024
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,

had earlier reached out to BBB regarding complaint against Spark energy scamming me by changing my service provider fraudulently. Case number for previous BBB complaint was ******** BBB resolved my complaint and Spark energy sent me a prepaid **** gift card for compensation. The expiry date for the card was 12/2023 . But when I tried to use the prepaid card few months ago much before expiry date , I came to know that card had a monthly fee of $6 and there were no funds for me to use anymore . I reached out to company who handles this prepaid card . They said this fee is set by Spark energy and asked me to deal with them directly . I would like you to resolve this in my favor as I cannot comprehend how would a prepaid gift card can have monthly fees and I was not even told of there being a maintenance fee for a prepaid card . Also attaching resolution letter from CPUC .

Business Response
Date: 02/06/2024
Please See Attached
Customer Answer
Date: 02/06/2024
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.
please ask the business to send the gift card to my new address :
************************;
apt # *** ,
************ , *******;
95134

Regards,

Business Response
Date: 02/28/2024
Hello Mr. ************** you for providing your new address. We recently processed and mailed the check to you on February 6, 2024. Our records indicate that the check has not been cashed. We recommend you have your mail forwarded from your old address to your new address in order to prevent further delay in your receipt of the refund. Mail forwarding can be done by visiting the US postal service.
With the issuance of the replacement check we will close this matter.
Best regards,

***** *******
Initial Complaint
Date:10/14/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Representative came to door today claiming to be from ****. Asked to see my energy bill to 'correct' the amount I had been charged. Using my **** account number, I believe they have signed me up for Spark Energy's services. I wish to immediately cancel any services I have been signed up for.
Business Response
Date: 10/28/2022
To Whom This
May Concern:

This is Spark
Energy’s (“Spark”) response to BBB Complaint Number ********.

Thank you for
bringing William A*******’s concern to our attention.

Upon receipt of the BBB’s notice, Mr. A*******’s concerns
were reviewed by the Company. During our review we found that on October 14,
2022, Mr. A******* authorized the gas enrollment to Spark via Door-to-Door
representative associated with Marketing Made Easy 4U, LLC. The account was
enrolled onto a 12-month plan which included a fixed monthly charge of $49.99
along with an Early Termination Fee of $100.

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. We’d
like to confirm that the telephone number used to complete the ETPV is the same
one that Mr. A******* used to file BBB. Complaint No. ********. As a general
requirement, throughout the ETPV, the customer is made aware of the switch to
Spark and the terms of the contract in which Mr. A******* provided an
affirmative confirmation of his understanding. Based on our findings, Spark
deems the enrollment valid.

Additionally, Spark’s sales representatives wear Spark
branded clothing to identify themselves as representing the Company and are
trained to never represent that they are from the utility. Given the
customer’s concerns, we are performing an internal review, including retraining
on acceptable solicitation practices. As a proactive measure, we have added
your information to our Do Not Solicit list to prevent future visits from Spark
Energy.

Lastly, on October 15, Mr. A******* contacted Spark and
requested to cancel the enrollment. Spark was able to successfully rescind the
enrollment and the account did not become active.

Please let me know if you have any further questions or
concerns.

Best regards,

Perla
R****** | Regulatory Specialist
12140 Wickchester Ln, Ste 100 | Houston, TX
77079
Initial Complaint
Date:09/29/2022
Type:Billing 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 was visited by a Spark Energy representative at approximately 1:30pm on September 29th, 2022, and they convinced me to sign up for their program through promises of lower utility bill prices and by asserting that this service was a new program run by ***** I was told to visit their online application while they were at my door, and they walked me through the process on my phone, selecting options on my phone for me without explaining what I was consenting to. During the whole process, the representative collected my **** account number, my name, home address, and phone number. I was promised that through this process I would be refunded a portion of my last utility bill as a **** customer. Additionally, I signed multiple documents I was not told the true purpose of, only that it was a part of the refund process for my previous utility bill. This process took less than 20 minutes, and only after they left did I realize they never had any identification confirming they were associated with ****, and I was never told their name.
Business Response
Date: 10/14/2022
To Whom This
May Concern:

This is Spark
Energy’s (“Spark”) response to BBB Complaint Number ********.

Thank you for
bringing ****** ******* concern to our attention.

Upon receipt of the BBB’s notice, Ms. ******* concerns were
reviewed by the Company. During our review, we found that on September 29,2022, Ms. ***** authorized the gas enrollment to Spark via Door-to-Door
representative associated with ********* **** **** *** **** The account was
enrolled onto a 12-month plan which included a fixed monthly charge of $49.99
along with a $100 *** (Welcome Letter attached).

We’d
like to confirm that 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 Spark and confirms that Spark does not work for or
represent her utility in which Ms. ***** provided an affirmative confirmation
of her understanding. As such, Spark deems the enrollment as valid with no
credits or adjustments warranted.

On
September 30, Ms. ***** contacted Spark to cancel the enrollment. On this same
date, Spark was able to rescind the enrollment. As such, the account did not
become active. Lastly, we would like to confirm that Ms. ***** requested to
cancel the enrollment within the rescission period, as such, no *** will be
assessed.

Please let me know if you have any further questions or
concerns.

Best regards,

Perla
R****** | Regulatory
Specialist
12140 Wickchester Ln, Ste 100 | Houston, TX
77079
************************ * http://www.sparkenergy.com

Customer Answer
Date: 10/15/2022
[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.
Initial Complaint
Date:09/21/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
RE: Dispute with SPARK Energy, LLC
Account # ************ (****)
In September 2022, I was reviewing my **** bill. I could not figure out why it has been so high in the past year. When I contacted **** they explained that SPARK Energy LLC, was a provider on my account. I was completely baffled. **** referred me to contact SPARK Energy and directed me to the phone # on my **** bill. I tried contacting SPARK Energy on Monday, Sept 19th. I was on hold for over an hour, and did not get through to a customer represented. On September 19, 2022, I emailed SPARK Energy LLC, requesting my service be terminated. Stating that I (the **** customer) am the only person listed on this account and I did not give permission for my account to be signed up for under SPARK Energy. On September 20, 2022 I received an email from SPARK energy letting me know that they requested on Sept 20, 2022 they submitted a drop request for cancelation, reference # *********, and it would take up to 1-2 billing cycles depending on the confirmation date provided by your local utility company. On September 21, 2022, I called SPARK Energy LLC, again. This time I spoke with a customer represented. After I explained my situation, she looked up my account information that I gave her (**** account & my phone #). She could not find this information in her account. When I suggested my x-husbands phone # she confirmed it was him that has signed up for this account. I explained that my x-husband has not lived in the house for over a year, he is not named on my **** account and I am the only name on this account. Her response was that he had to have a **** bill in order for him to have signed up for SPARK Energy. However, I don't understand, he is still not allowed to make changes on the **** account since his name is not on the account. I am asking for a refund due to not having me (the account holders) permission. Spark response, there is nothing they can do.
Business Response
Date: 10/06/2022
To Whom This May Concern:
This is Spark Energy’s (“Spark”) response to BBB Complaint Number *********
Thank you for bringing Nicole T*******’s concern to our attention.
Upon receipt of the BBB’s notice, Nicole T*******’s concerns were reviewed by the Company. During our review, we found that Ms. T*******’s gas account was enrolled with Spark on June 10, 2021. The gas account was enrolled into a 12-month flat fee of $34.99 per month to include an Early Termination Fee (“ETF”) of $100.00. Our records indicate the enrollment was completed electronically and the contract was signed for the natural gas supply service to be switched to Spark. In addition to the electronic execution of the contract, the electronic enrollment process includes an enhanced electronic verification process (“ETPV”), which is a series of questions sent to a customer via a link on their personal device; all of which must be answered and submitted by a customer for verification of enrollment (ETPV Attached). Throughout the ETPV, the customer was made aware of the switch to Spark, the terms of the contract and the right to cancel which the customer then provided an affirmative confirmation of understanding.
On June 16, 2021, the Company generated and sent the attached Welcome Letter, to the same address used to file this notice, which confirmed the enrollment and included the contract for the gas service to include confirmation of the $100 ETF. Additionally, on May 23, 2022, the Company sent the attached Contract Expiration Notice, also to the address used to file this notice, which notified Ms. T******* of the upcoming expiration of her rate plan. Because no action was taken, the customer’s rate plan transitioned onto Spark’s variable month-to-month rate plan.
We would like to acknowledge that Spark has supplied Ms. T*******’s gas service since July 9, 2021 and the Company’s charges have appeared on the customer’s monthly utility invoice for at least sixteen (16) billing cycles, without any dispute. Based upon our findings, we agree that the enrollment to Spark and the charges billed for Ms. T*******’s gas consumption are valid.
Lastly, Ms. T*******’s gas service is set to terminate with Spark on October 7, 2022 without penalty. Please be informed that this date is solely determined by **** and not Spark.
Regards,

Brandi W******* | Regulatory Specialist

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 3 alerts

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Spark Energy, L.P. is NOT a BBB Accredited Business.