North American Power's reply to: NorthAmerican Power and Gas LLC should be SHUT DOWN!!! BEWARE!!!

This customer enrolled with us on 11/11/2014 and selected a 12-month $0.0699/kWh fixed rate - not a 6-month term as he claims. As he said, towards the end of his fixed agreement he began shopping around for a new rate plan and ultimately decided to enroll with another supplier. By doing so, he initiated the cancellation process for his account enrolled with us. His enrollment request with his new supplier was only performed within days of the end of his fixed term with us. Being that only his Utility can determine his account’s end and start dates we were provided with an end date of 1/11/2016 – one billing cycle after the expiration of his fixed term, which meant that he moved to our monthly variable rate for one billing period before switching to his new supplier.

In addition to the customer filing a complaint on this site, he also filed a complaint with the Ohio Attorney General’s office; we spoke with the investigator who was handling this case. We brought her up-to-speed with the information mentioned above, and advised her that one of our rate specialists would be getting in contact with the customer in order to (1)explain the reasons why their account moved to the variable rate (2) explain the transitioning process for any rate change, enrollment or cancellation request and (3) to offer the customer a goodwill accommodation at the difference between the variable rate they were charged (on their final billing invoice (12/10/2015-1/11/2016) with us) and what they would have paid if they were enrolled onto our 12-month $0.0849/kWh fixed rate plan available to returning North American Power customers should they choose that new fixed rate plan. The investigator was pleased with the facts we presented and how the complaint was handled. Two attempts have been made to contact the customer, but our efforts were unsuccessful.
Crockett Nbi
map-marker Cleveland, Ohio

NorthAmerican Power and Gas LLC should be SHUT DOWN!!! BEWARE!!!

This company is a complete scam. I committed to a 6 month contract and when it was up, shopped the rates and found that another supplier had better rates.

I contacted the new company to convert it over to the new supplier where there was a 30 day lapse where it went from the NAP&G fixed to their variable rate. They new I was switching companies, and this variable rate was 4 TIMES both the fixed and variable rate being offered by them under regular terms. I called the company to address, they basically told me 'OH Well'. I contacted the Attorney General's office in my state, to report price gauging on utility company supplier.

After three months, and forwarding the two bills showing the difference in price and the information from the website to show the current offers, I was told that the Attorney General's office didn't have jurisdiction over them and they knew it. Fran from the AG's office, who sounds like she is 105 years old said I could send her another letter with my displeasure and she would call them again. It was obvious that she wasn't going to be able to do a thing about the situation, and that I could consult my private attorney.

Do not be fooled by this MLM gas and electric SCAM. Apparently all the savings you have on the utilities during the term, will be paid back at the end of the term if you leave them as a vendor

Loss:
$85
Cons:
  • And the pricing was criminal
Reason of review:
Pricing issue

Preferred solution: Price reduction

North American Power's reply to: DONT GET SCREWED BY THE DOUBLE CHARGES!!!

We were deeply disturbed by the claims this gentleman made about what our Customer Care agent told him, and take our customer experience very seriously, so we reviewed the recording of this call to hear exactly what was said. At absolutely no point during the call did our agent tell the customer that our variable rates “would never go higher” than the electric supplier rates in the gentleman’s area. In fact, our agent did not say anything close to that. Our agent quoted what our current variable rate was, and encouraged the customer to lock into a fixed rate.

Despite our clear findings that this gentleman has completely misrepresented what our Customer Care team member said, we attempted to reach out to him to discuss the issue, but have so far been unsuccessful.
Zlata Hwm
map-marker New Holland, Pennsylvania

DONT GET SCREWED BY THE DOUBLE CHARGES!!!

Three months before my service was about to cancel, i called to see what the variable rates would be. The customer service rep told me they would never go higher than the electric suppliers rates in my area.

THAT WAS A LIE! we are now @***.99c/kwh and our electric companys rates are 8.99 cents per kwh. DONT THINK OF USING THESE CON ARTISTS FOR ELECTRIC RATES!!! on a side note i need to have 100 words to send this review which i think is *** and sould be lowered to something like oh i dont know fifty or something...

NAP IS A BUNCH OF CON ARTISTS! BE AWARE!!

Loss:
$800
Cons:
  • Not honest
Reason of review:
Poor customer service

Preferred solution: Full refund

North American Power's reply to: North American Power - Review in Utility category from Owings Mills, Maryland

We contacted the customer and played the enrollment verification recording. We also cancelled his account with no termination fee, per his request. The customer was pleased with the resolution, and we’re happy that we were able to address the customer’s concerns.
Anonymous
map-marker Owings Mills, Maryland

North American Power - Review in Utility category from Owings Mills, Maryland

Hello, my name is angelo evans.... and i received a letter from pp&l today saying that i selected north American power as my supplier, which i didn't and I'm pissed off about it.

I didn't select anything and i wish to cancel whatever I'm enrolled in please give me a call asap.. 717686****

North American Power's reply to: Not following through on their promise

We are truly sorry that you had a poor experience with us, and we want to do what it takes to make this right with you. Although our records do confirm that a) we sent a renewal notice to your address on 6/9/15 when your first fixed rate term was due to expire on 8/10/15, and again on 12/4/15 when your second fixed rate was due to expire on 1/15/16, and that b) it appears you were charged correctly during this period, we are sending you an accommodation in the amount specified within the voicemail we left and the email we sent to you. Once again, we apologize for any inconvenience you have been cased, and if you would like to discuss the matter further, you are welcome to contact our resolution specialist via the contact information he provided. Thank you!
Shonta Jyl
map-marker Cincinnati, Ohio

Not following through on their promise

I had a contract with them for electric thru August 1915.Did not receive a renewal notice,they said I did.When I received my august bill on Sep 9th I realized they NAP had doubled my rate.I called them they set up a new rate to start on October 9th 1915 ,I checked on line to make sure my contract was in there ,it was.

When I received my Nov bill,which should have been the start of my new rate it was still at double the rate,Called again was reassured that they would correct it and send me a check for the diff Dec the same and the check is in the mail never did receive check. Silly me I was being too trusting .I called my energy co and cancelled NAP.

My new rate will start Jan 9th, not the two weeks NAP said it takes

I talk to 6 reps from NAP they all lied to me even the person that said she could fix it all for me. They are a rip off company and the associates are taught to lie to the customers

Loss:
$100
Cons:
  • Not honest
Reason of review:
Poor customer service

North American Power's reply to: Bad attempt by North American Power Rep to switch customer

We are truly sorry to hear your account of your experience with one of our sales representatives, and appreciate you bringing this to our attention. We take great lengths, through both our training and our quality control, to ensure that sales representatives are properly identifying themselves and any service or product offering. We also take complaints which allege that our representatives are not meeting our standards very seriously, and are messaging you directly to request further details so that we can research further.
Anjelique Sja

Bad attempt by North American Power Rep to switch customer

Bad attempt by North American Power Rep to switch customer
Updated by user Dec 17, 2015

Please excuse me it was not North American Power but a different company. PissedConsumer please advise on how to edit the name of the company I have emailed your admins.

Original review Dec 01, 2015

Rep lies to customer and claims he worked with the customers current power and electric company, turned out he was from North American Power and have no affiliation with the customers current supplier.

Be on the lookout for such scams and stay vigilant when being offered better rates, North American Power went as far as presenting themselves as a different company, citing a fine if the customer does not agree to the new rates. Shame on North American Power, North American Power is aware of the incident.

Reason of review:
scam

North American Power's reply to: Still being charged after multiple attempts to cancel

After researching the customer’s account, we were able to speak with her directly on what took place. The customer had multiple accounts with us and the one referenced here was never requested to be cancelled (though the others were per the direction of the customer). After going through the details of the account with her we were able to resolve her concern and satisfy her request. We also provided her with the contact information for our customer service agents should she have any additional questions.
Anonymous
map-marker Closter, New Jersey

Still being charged after multiple attempts to cancel

I have tried multiple times to cancel over the phone. Lets start with...

Oops. You were so close!

We just tried to enroll the following energy account

But it turns out your utility was unable to complete the switch of service because the following information was incorrect:

in 2014 this email came in.I never should of been enrolled.

A year later Was noticing that my rates were extrememly high. When I called I was told about a notice sent to my home regarding renewal. at that time I mentioned that I wanted to Cancel ...Did not happen. Again, end of april I once again called North American power to cancel my account. and once again I was told it will take approximately a month and this time i would have a penalty to pay? HUH??? Wow, Well today i noticed that on the back of my Orange Rockland Bill North American Power is my supplier. I never in my life have paid Electric bills like I have in the past year. Double the amount!!! I am UPSET!! and cannot believe this is still going on. HOw do I get them removed? I am a single working mother and cannot afford to hire lawyers. Any advice?

Loss:
$1000
Cons:
  • Customer service
  • Dont really cancel
Reason of review:
Pricing issue

North American Power's reply to: Still getting charges

After looking into the account we reached back out to the customer and were able to speak with him directly on what took place. We advised him that as per our terms of service, prior to the end of the customer’s fixed rate term he was sent a renewal notice with his renewal options. Since we didn’t receive a response, his account moved onto our market based variable rate. We issued a courtesy accommodation (in the form of a check) and the customer thought this cleared out any owed balance with North American Power. We agreed to issue him the most current statement so he could review the charges and let him know he could contact one of our agents personally with any questions upon receipt.
We remain committed to the satisfaction of our customers and look forward to answering any additional questions with this customer.
Anonymous
map-marker Dayton, Ohio

Still getting charges

Last year I had to fight N.A.P to get some of my money back after I had canceled their services. After 2 months it was finally resolved well so I thought.

13 months later I receive a letter stating I owe them $137. After speaking to them they stated that even though I paid DP&L, DP&L did not pay them for my last month of services.

I asked how I could owe for the last month when it was paid and over charged to begin with. They state they have no record of them paying money out to my account and I have to prove it.

Loss:
$137
Reason of review:
Poor customer service

Preferred solution: stop fraudulent billing

North American Power's reply to: NORTH AMERICAN POWER - Continue to Bill my account, even though cancelled

We are sorry to hear about this experience for one of our customers. We have reviewed the account and left messages with the customer to discuss a resolution. We appreciate their feedback and look forward to connecting and addressing their concerns.
Flordia Rlp
map-marker Brick Township, New Jersey

NORTH AMERICAN POWER - Continue to Bill my account, even though cancelled

I called back in December 2014 to cancel my account with North American Power. I was told it would be another month, as I would still see North American Power on my bill.

Still in February I was getting billed, so I called again. My account was cancelled, but this should be the last bill I should see North American. Now it's May 5, and I am still seeing North American on my bill!!!!! It's extremely frustrating!

What part of I cancelled don't we get?

Now I have to call again and try and cancel again! This has been going on Since December 17, 2014, and it's not getting beyond upsetting!

Cons:
  • Dont really cancel
Reason of review:
Won't Cancel as asked

Preferred solution: Cancel my account and stop billing me!!!

North American Power's reply to: I cancelled service and they continued to bill me

We are sorry to hear about this experience for one of our customers. We were able to reach out and speak with the account holder and came to a resolution. We thank the customer for their feedback and remain committed to addressing any concerns and helping our customers to have the best experience possible with North American Power.
Anonymous
map-marker Saint Louis, Missouri

I cancelled service and they continued to bill me

I cancelled service in December and for FOUR more months they continued to bill me (now at DOUBLE THE PSNH RATE). Their explanation was that at the time of my initial call in December "their volume was high" and they needed to call me back.

I have 2 accounts - one was cancelled, one was not. They have a note on the non-cancelled account that I called to cancel, but went on to say that they did not realize that I had two accounts and I wanted both cancelled.

They contradicted themselves when giving me an explanation and this didn't mean anything to them. Again, they admitted to having notes on BOTH my accounts, but didn't realize that I wanted both accounts cancelled...seriously?!?

Loss:
$200
Reason of review:
Poor customer service

Preferred solution: I had simply asked for half of the amount back and it was denied - they felt $25 was fair

North American Power's reply to: They will rape you in PA

Hello,

The following correspondence is made in response to the dispute filed against North American Power and Gas (“NAPG”) by Customer, Robert Howells. In the complaint, Mr. Howells expresses dissatisfaction with the variable rate charged following the expiration of his fixed contract and during transfer.

To start, it is NAPG’s standard practice to notify its customers of their renewal options (by mail) prior to the expiration of their fixed contract. However, if the customer takes no action following the notice and/or opts out of renewal; the Terms of Service indicates that their account will automatically default to a variable rate plan. This was the case with Mr. Howells.

When Mr. Howell made contact with the company in September 2014 and was provided with his renewal rate options, he told the customer care agent that he preferred to go online himself, to renew his rate. However, it appears he decided to instead, cancel. Therefore, at this time the customer's supply service has returned to the utility’s standard offer, on 12/11/2014.

NAPG is currently making attempts to contact the Mr. Howells to further discuss his concerns. He should expect a call from an NAPG customer service agent at any time prior to Friday, 1/9/2015. We look forward to resolving this matter amicably.

Sincerely,
Compliance Department
North American Power and Gas
Anonymous
map-marker Sellersville, Pennsylvania

They will rape you in PA

Went to variable rate while waiting switch to another supplier since they would not give me the online advertised rate even though I was a customer for over a year. My rate doubled in 2 months.

Not an ethical company. I knew I would pay more but not this much. You are better off not shopping for electricity in PA and stick with your local supplier. Their rate now is more than double my local company.

I hope my new supplier kicks in soon as I am sure my next rate will double or triple.

Talk about being taken advantage of!! It doesn't pay to shop as I lost a lot of money rather than trying to save a little.

Loss:
$250
Cons:
  • Rate
Reason of review:
Rate increase excessive

Preferred solution: Full refund

North American Power's reply to: How can I get my money back from this company who does not care about ruining lives of hard working American Citizens?

NAP takes customer satisfaction very seriously and examines each claim with diligence. Many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this year, unfortunately, wholesale prices for both electricity and natural gas have increased substantially as a result of a severe energy shortage

After further review of this account, the customer enrolled into a variable rate plan. Variable rates are subject to price fluctuations based on market conditions and other price related factors. That being said, rates can go higher or lower than the local utility in any given month.

In an effort to provide customer satisfaction, a courtesy accommodation in the amount of $185.58 will be offered to the customer. $121.23 of this concession, is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's 3/1/2014 – 3/31/2014 – for their electric account.

The remaining $64.35, is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's 4/1/2014 – 4/30/2014 – for their gas account.

Several attempts have been made to contact this customer, to explain the reasons for the increase in the rates – all attempts have been unsuccessful.

Should you have any further questions or concerns regarding this matter or offered accommodation, please don’t hesitate to contact us directly.
Tyrianna Tbg
map-marker Brooklawn, New Jersey

How can I get my money back from this company who does not care about ruining lives of hard working American Citizens?

This has caused me a hardship beyond words. The rippling effect from my bills of my less than 1500 square foot house with a brand new heater has been devastating to us.

I may lose my utilities due to North American Power because I had a heater financed with PSEG and due to the bills from North American Power being so high - they took the money I was paying toward my heater without notifying me.

Once I figured out what they were doing and cancelled the agreement, my bills tripled. Some months were closed to 900.00 after I cancelled the agreement - which they stated would take 90 - 120 days to remove.

Loss:
$2500
Reason of review:
FRAUD!

Preferred solution: Full refund

North American Power's reply to: North American Company unreasonable prices!

We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas this winter have sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinarily cold weather. We do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switch.

In the interest of customer satisfaction, we are sending the customer a check in the amount of $370.35, which is the difference between what the customer paid with us for their electricity and natural gas supply and what they would have paid at the utility's rate-to-compare for the customer's last billing cycle.

We sent an email to the customer outlining these points. We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, Stephan, directly at salexis@napower.com with any additional questions or concerns.
Anonymous
map-marker Metuchen, New Jersey

North American Company unreasonable prices!

Since I switch to NAP, the prices were reasonable till last two months. Last month I got 569$ bill for my small townhouse, and in february the bill went up to 779$ for total gas and electricity (494$ gas from NAP only)!

My neighbor used more gas, has a bigger house and keeps temperatures at 73F throughout the day, and her bill total is less than 600$.

I keep thermostat at 69F on average and used to get a bill of about 100$ less than her.

This is a total rip off and I am planning to file a complaint to BBB ASAP. I wish I never switched over to NAP and remained with PSEG.

Loss:
$300

North American Power's reply to: North American Power price gouging consumers this winter!!!!

We're happy to have been able to resolve and address the customer's concerns. Here is our Account Specialist's summary of the resolution with the customer:

"This has been resolved.

On 3/14/2014, I issued a courtesy accommodation to this customer. He in return decided to enroll into the $0.0989/kWh 3-month fixed rate.
His account has a service end date of 6/25/2014. I’ve requested to apply the promised fixed rate to the account until it has been transferred back to PSEG.
Lastly, I advised him no ETF’s would be assessed.

He was pleased with the outcome."
Espen Ucm
map-marker Mercerville, New Jersey

North American Power price gouging consumers this winter!!!!

Everyone who has North American Power and not on a fixed rate plan, review your utility bills ASAP. Also, place complaints with the Better Business Bureau www.bbb.com, contact your state's Board of Public Utilities as well.

This has got to stop, the purpose of these alternative energy companies is to keep the public utility companies honest!

I would like to be reimbursed by North American Power for the difference between what they overcharged me compared to what I would have been charged by PSE&G. Judging by all the complaints I am reading online I think a class action lawsuit might be in order!

Loss:
$600

North American Power's reply to: False Advertising Tactics and Skyrocketing rates

We're truly sorry that Mr. Jeffs, like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas this winter have sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinary cold weather. We do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switch.

In the interest of customer satisfaction, we are sending the customer a check in the amount of $257.13, which is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's last billing cycle.

We can also confirm that the customer has a service end date of 4/7/14, and will receive a rate of 45.90 cents/Therm for their last billing cycles with us.

We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, Stephan, directly at salexis@napower.com with any additional questions or concerns.
Anonymous
map-marker Dumont, New Jersey

False Advertising Tactics and Skyrocketing rates

North American Power - False Advertising Tactics and Skyrocketing rates
North American Power - False Advertising Tactics and Skyrocketing rates - Image 2

I am writing to complain, and hopefully inform others, not to be deceived and taken advantage of by offers to switch to a third party Gas and Electric supplier named North American Power of CT. I was deceptively sold on switching to save money on my utility bill in 2013, when in the end they only tripled my rates this January and February.

All this while my original trusted Utility Company PSE&G's rates remain the same at .54c a therm for gas. They never explained to me that I would be on a variable rate plan and my rates could go up at any time. And they never offered me a fixed rate plan. And after realizing the outrageously high rate they were charging me of $1.59 a therm for gas, I was shocked to find out that it takes 2-3 months to switch back to PSE&G while they continue to over charge me.

This is criminal! To take advantage of people's basic needs like heating their home during the winter. I hope to informing the public of this companies false advertising and terrible actions.

I have lots of supporting documentation of their fraudulent actions for anyone that want it. This company should be put out of business!!

Loss:
$1500

North American Power's reply to: North American Power scam

We informed Mr. Agrawal that he never enrolled into a fixed rate and advised him as to when fixed rates first became available to customers.

In the interest of customer satisfaction, we’ve issued a courtesy accommodation in the amount of $115.61.

Customer has enrolled into our fixed rate plans for both gas and electric accounts, and was pleased with the outcome.
Anonymous
map-marker Union City, New Jersey

North American Power scam

Stay away from North American Power as they charge (twice for electricity, three times for gas) once your promotional saving ends. And you can't dispute it because it comes through the PSEG bill.

Thanks to them I have been paying $390+ bills (usually it would have $150) if I wouldn't have switched from PSEG to North American Power.

Also the fishy thing is they use your historical data from PSEG to figure out the promotions and what rate they can offer in terms of fixed billing contract.

Please please don't get enchanted by them otherwise you will pay dearly in future. As it takes more than 1 to 2 billing cycles that would mean atleast 3-4 months of high bills . Which can amount to a loss of ~$500.

Loss:
$500
2 comments
maria guadagno

the same thing happened to me. my bill was 609.00 and should be around 175.00. I'm filing a complaint with the bbb and the division of consumer affairs.

Guest

IT SHOULD NOT TAKE 2 BILLING CYCLES! I switched immediately through the regular power company - don't rely on NAP for any truth or proper guidance.

Call your state's attorney general and Power Authority with your story. Connecticut's AG and Power Authority (PURA) is watching them closely and holding public hearings this month and next.

View more comments (1)