- Report: #473779
Complaint Review: Bounce Energy - Houston Texas
-
Author Confirmed
Why?
Bounce Energy
2802 Albany St Houston, 77288-8387 Texas, U.S.A.
Phone:
888-452-6862
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Bounce Energy Irresponsible, refused to take any action to resolve issues, possibly ripping customer off intentionally Houston Texas
Bounce Energy is ripping me off with poor customer service and no-effort to resolve billing issues. On 7/15/09, I received two separate electric bills for my address, one from Bounce Energy and another from Green Mountain. Both bills show different Meter #.
Bounce Energy (June, 2009)
---------------------------
Page 1: "http://img156.imageshack.us/img156/4016/0620091.jpg"
Page 2: "http://img37.imageshack.us/img37/2016/0620092.jpg"
Green Mountain (June, 2009)
----------------------------
"http://img18.imageshack.us/img18/4549/rebill2.jpg"
I called Bounce Energy only to be told by a Jessica that it wasn't their fault at all, that Oncor gave them the information. Oncor does not serve my address so I went to TX-NM who told me that Meter #85188521 - shown on Bounce Energy statement - belongs to 247 E. Corporate Dr, while Meter #97806865 is 265 E. Corporate Dr. I confirmed #97806865 is the correct Meter in the building of my apartment. I also shut off power to confirm further that it is the correct Meter. #85188521 is nowhere to be found, neither in my apartment building or in any of the neighborhood buildings.
I relayed that information back to Bounce Energy. Their supervisor - he had a thick Latino accent - said they will issue a refund.
2 weeks went by, Bounce Energy has not resolved the issue. In fact, I'm being billed the next month for the same incorrect Meter #85188521.
Bounce Energy (July, 2009)
---------------------------
Page 1: "http://img35.imageshack.us/img35/496/0720091.jpg"
Page 2: "http://img197.imageshack.us/img197/5752/0720092.jpg"
I called on 7/27/09 about 11:30am. A different supervisor denied any mistake on their part, insisting that all information is correct. I repeated the findings from TX-NM. He hesitated, as if he didn't believe a word of it, and claimed that he would issue an investigation about it. I don't believe anything will be done since 1) I didn't receive a refund despite the claims of the Latino-accented supervisor on 7/15, 2) no action has been taken to correct the Meter Number with the right address, and 3) I'm still getting billed for Meter #85188521 despite presenting proof it doesn't belong to my address.
To add insult to injury, Bounce Energy has one of the worst customer service I've ever seen. Average wait time 15 to 20 minutes. Neither Green Energy nor StarTex Energy took that long to take customer calls, and they are bigger companies than Bounce. Along with the fact that Bounce refused to verify correct Meter # with address, insinuating other parties being at fault (including me as customer) for any incorrect information Bounce has.
I will continue to provide additional information to this complaint. Bills from Bounce Energy showing INCORRECT Meter # with address, and bills from Green Mountain / StarTex Energy showing CORRECT Meter #.
Terence
Lewisville, Texas
U.S.A.
Bounce Energy (June, 2009)
---------------------------
Page 1: "http://img156.imageshack.us/img156/4016/0620091.jpg"
Page 2: "http://img37.imageshack.us/img37/2016/0620092.jpg"
Green Mountain (June, 2009)
----------------------------
"http://img18.imageshack.us/img18/4549/rebill2.jpg"
I called Bounce Energy only to be told by a Jessica that it wasn't their fault at all, that Oncor gave them the information. Oncor does not serve my address so I went to TX-NM who told me that Meter #85188521 - shown on Bounce Energy statement - belongs to 247 E. Corporate Dr, while Meter #97806865 is 265 E. Corporate Dr. I confirmed #97806865 is the correct Meter in the building of my apartment. I also shut off power to confirm further that it is the correct Meter. #85188521 is nowhere to be found, neither in my apartment building or in any of the neighborhood buildings.
I relayed that information back to Bounce Energy. Their supervisor - he had a thick Latino accent - said they will issue a refund.
2 weeks went by, Bounce Energy has not resolved the issue. In fact, I'm being billed the next month for the same incorrect Meter #85188521.
Bounce Energy (July, 2009)
---------------------------
Page 1: "http://img35.imageshack.us/img35/496/0720091.jpg"
Page 2: "http://img197.imageshack.us/img197/5752/0720092.jpg"
I called on 7/27/09 about 11:30am. A different supervisor denied any mistake on their part, insisting that all information is correct. I repeated the findings from TX-NM. He hesitated, as if he didn't believe a word of it, and claimed that he would issue an investigation about it. I don't believe anything will be done since 1) I didn't receive a refund despite the claims of the Latino-accented supervisor on 7/15, 2) no action has been taken to correct the Meter Number with the right address, and 3) I'm still getting billed for Meter #85188521 despite presenting proof it doesn't belong to my address.
To add insult to injury, Bounce Energy has one of the worst customer service I've ever seen. Average wait time 15 to 20 minutes. Neither Green Energy nor StarTex Energy took that long to take customer calls, and they are bigger companies than Bounce. Along with the fact that Bounce refused to verify correct Meter # with address, insinuating other parties being at fault (including me as customer) for any incorrect information Bounce has.
I will continue to provide additional information to this complaint. Bills from Bounce Energy showing INCORRECT Meter # with address, and bills from Green Mountain / StarTex Energy showing CORRECT Meter #.
Terence
Lewisville, Texas
U.S.A.
3 Updates & Rebuttals
Terence
Westminster,California,
U.S.A.
Refund issued
#2
Fri, August 14, 2009
As of last week, issue is resolved.
Terence
Westminster,California,
U.S.A.
Issue still not resolved
#3Consumer Comment
Tue, August 04, 2009
According to a Joanna Cortez, Customer Service Manager, my account will be closed and the paid amount refunded within 3 to 5 business days. Here's the thing. She was quick to reply to e-mails last week. This week, I heard neither hide nor hair from her. The amount has not been refunded, and it's already been more than 3 to 5 business days. My account shows I don't owe any more money, which is good. But overall service is bad. I lost $88.68. I intend to spread the word of the poor service of Bounce Energy.
Bounceenergycustomercare
Houston,Texas,
U.S.A.
Bounce Energy Has Resolved Your Issue
#4UPDATE Employee
Wed, July 29, 2009
I do apologize for the experience. As our Customer Service Manager explained, when we submitted your order, we were provided with the incorrect ESIID by the TDSP in your area. As a result, we ended up serving the incorrect meter. We have spoken with you about this issue, and have advised you that you will not be responsible for any meter that is not the meter you requested. We are currently in the process of giving the meter we gained back to the correct provider. We have had a higher than normal call volume and expanding our customer service team to make sure we service all of our customers. If you have any questions, please email us at [email protected] or call us at 1.888.452.6862.
