I referred 53 people to them in the last 6 months of 2022. This company has a refer a friend program in which when I refer someone to them, they offered to give me a $50 gift card and the person that signed up with them also gets a $50 gift card after they make their first payment. (Bounce Energy) for violations relating to disconnection of service. This Agreement resolves and concludes Staffs investigations of Direct Energy for violations relating to the selection of retail electric providers First Choice Power, LLC (First Choice Power) for violations relating to the selection of retail electric providers and general retail electric provider requirements and information disclosures to residential and small commercial customers and Bounce Energy, Inc. Staff of the Public Utility Commission of Texas and Direct Energy, LP (collectively) enter into this Settlement Agreement and Report to Commission. SETTLEMENT AGREEMENT AND REPORT TO COMMISSION Government Action: BBB reports on known government actions involving business’ marketplace conduct: PUBLIC UTILITY COMMISSION OF TEXAS - AGREED NOTICE OF VIOLATION AND SETTLEMENT AGREEMENT RELATING TO DIRECT ENERGY, LP FIRST CHOICE POWER, LLC AND BOUNCE ENERGY, INC.'S VIOLATIONS OF Public Utility Regulatory Act (PURA) AND THE TEX. Identify, investigate and cancel questionable salesĪ zero-tolerance policy for aggressive door-to-door selling behavior Quality Assurance processes for door-to-door and telephone sales to Proactively with customers around contract expirations to give customers ![]() Robust root cause analysis of issues to prevent future complaints Manner with a passion for helping our customers Satisfaction is very important to us, and a few things we are doing to addressĭedicated customer service representatives that answer calls in a timely We have reduced our complaints year-over-year sinceĢ014-resulting in a greater than 50% reduction over the last four years.Ĭomplaints and their resolutions very seriously. History shows a significant complaint reduction over the last three Before submitting a complaint, Direct EnergyĪsk that consumers contact our office to try and resolve issues by emailing calling (844)875-2368 Mon-Fri from 8am-5pm CDT. We welcome the opportunity to do everything When customers have a concern, we encourage There have been occasions where customers have chosen to Small fraction of our customers may not always receive the level of service we Strive to provide best-in-class service to our customers. ![]() Per BBB Policy, the company is allowed to make a statement regarding the pattern and custom text issues. Going to keep calling until I completed their survey and switched supplies.” He stated, “the guy even admitted they were Trying to get themselves removed from a calling list. Review consumer is claiming the company will not take ‘No’ for an answer when He, (the representative) was as high as he could go and he was going to do nothing. Supervisor, he was told his supervisor no longer speaks with consumers and that Getting the fixed rate." The consumer was not a customer of Direct Energy.Ĭonsumer was trying assist his elderly mother who is handicapped and on a fixed Power outage in this area that affected our computer system and switched aīunch of our consumer to a variable rate and we want to make sure you're ![]() "We're from Direct Energy your gas and electric provider. In December 2020 stated a door-to-door sales representative told him, The BBB that the company called the next day. Offer to get off their list." Unfortunately, the consumer updated ![]() Allegedly, the rep told the consumer, "I must listen to their Recent customer review stated they had asked the company to please stop calling ".because the building was outdated and everybody else had it." A They are knockingĬomplaint alleged a door-to-door rep explained the needed to sign up, Show identification and made them feel uncomfortable. Stated they have been approached by rude sales representatives who refuse to Process, misleading consumers, and using deceptive sales practices to sign To door sales representatives are misrepresenting themselves as the consumer’sĬurrent energy and/or gas provider, failing to be transparent during the sales Service representatives. It has also been reported that consumersĮxperience delayed resolutions to contract and billing discrepancy issues.Īdditional complaints and customer reviews received allege Direct Energy’s door Consumers report when reaching out to theĬompany to address this matter, they are met with rude and unhelpful customer 2018 and up to today, the BBB Houston has received complaints and reviews thatĬomplaints and reviews, it has been alleged by several consumers that theyĮxperience difficulties when attempting to address contract, fixed rate plans,Īnd refund issues with Direct Energy.
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