• Report: #777542

Complaint Review: Champion Energy Services

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  • Submitted: Fri, September 16, 2011
  • Updated: Tue, September 20, 2011

  • Reported By: Collette Horton — Fulshear Texas United States of America
Champion Energy Services
13831 Northwest Freeway, Suite 500, Houston, TX 77 Houston, Texas United States of America

Champion Energy Services Champion Energy Laughed at ripping me off Houston, Texas

*Author of original report: Champion Energy Strikes Again

*Author of original report: Once again they profit from customers pain

*UPDATE Employee: Response from Champion Energy

*UPDATE Employee: Response from Champion Energy

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I have never taken the time to file a complaint before but I want to make sure everyone knows what type of treatment you will get from Champion Energy Services.  Today I opened my bill to find that instead of being charge the avereage 10 cents per kWh that can be found from multiple companies right now I was charged 20.125 cents per kWh.  This gave me a monthly total due of $958.55.

I realtized I was out of contract so I called the customer service department.  The lady I spoke to was so concerned about my bill she offered to lock me in on a new contract.  I informed her I would not be interested in a new contract unless they made it retroactive for the past month.  She offered me $50.  I asked her if she was sure that was all they could do.  If I were to have signed a contact 30 days ago I could have had a lower rate.

She put me through to the department head of customer care.  They should change the name of that department to anything but customer care!  Not only did she not work me on the bill she lectured me on how I should have renewed.  She then laughed and said that some people paid up to 70 cents per kWh like I should be thankful and just pay it.  I was one of the lucky ones!  Are you kidding me?  In this type of economy to not only lecuture your clients on how stupid they are but to laugh about other clients they supposedly "care" about being in an even worse position than me? 

I can not even begin to explain how I felt when getting off of that phone call.  After finding so many other people in the same situation I was put in with Champion Energy I took the day off to devote it to telling my story to as many customer beware sites as possible.  They may have taken advantage of me this time but I can assure you it will be the last time Champion Energy will get to laugh at house they have taken advantage of my family and our situation.

Shame on Champion Energy for not only treating clients that way but for having managers that find humor in other peoples pain.  It makes me wonder what else they laugh about.

This report was posted on Ripoff Report on 09/16/2011 09:14 AM and is a permanent record located here: http://www.ripoffreport.com/r/Champion-Energy-Services/Houston-Texas-77040/Champion-Energy-Services-Champion-Energy-Laughed-at-ripping-me-off-Houston-Texas-777542. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Champion Energy Strikes Again

AUTHOR: Collette Horton - (United States of America)

I must have failed to mention that the Director of Customer Service at Champion Energy that is responding to my complaint is also the person that I spoke to on the phone that laughed about what they were doing. When I asked this "Director" who they report to she informed me that SHE was the one that answers the complaints. This felt like a tactic to discourage me from taking the time to file a formal complaint. So, once again, Champion Energy shows how they treat people. Not only does she laugh at what thet have done to customers they then have the same person answering the complaints? This company obviously does not care about how it treats people or they would have someone in place to protect the clients. They just give the abuser another avenue to hurt people and to make them feel helpless. Believe me, when you see that your electric bill is over $950 in one month, you ave trusted a company to auto debit, the "Director of Customer Service" not only laughs about it then this same monster responds to your complaint with an advertisement about how they care. Shame on Champion Energy for employing such people. Shame on Champion Energy for not having someone else respond to the complaint. Shame on Champion Energy for laughing at what they did to not only my family but many others. Shame on Champion Energy for trying to convince anyone that the only rate available was 20.125 when during the same period I could have gone to 20 companies and had a great rate. Shame on Champion Energy for treating customers liike we don't have the ability to add two plus two. It may not catch up with you for a very long time but if enough people talk about how you increase your bottom line with profits stolen from hard working families it will eventually send enough to companies that really do care.
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#2 Author of original report

Once again they profit from customers pain

AUTHOR: Collette Horton - (United States of America)

So, let me get this straight. You prefer for us to have auto draft from my bank account and then blame me for not opening paper bills and trusting my energy company. Then, after having a customer service manager behave so poorly the response given is nothing more than and advertisement directed at new customers. I did not see anything about someone calling our home? Could you not have a computer call our home? What about the other people your "customer service" manager laughed about that paid 70 cents? With the financial stress going on for American families right now the best you could do was publish an ad. You have proven once again how Champion Energy is all about themselves and not about the American family. Once again, shame on you and prayers for the poor people taken advantage of by your business model. I could have singed up with twenty different companies for half of what you are saying market rate was. So, I guess these other companies were going to sign my family up at a loss. I hope everyone sees your company for what it really is!
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#3 UPDATE Employee

Response from Champion Energy

AUTHOR: Director Customer Retention - (United States of America)

At Champion Energy, a customer facing an unexpectedly high bill is no laughing matter. We'd always prefer to have a happy customer on a secure fixed rate plan rather than a surprised or angry customer with an expired contract. That's why, in addition to the contract expiration date printed on every bill, we also send renewal reminders via e-mail at 45, 30 and 15 days prior to contract expiration, and printed reminders are inserted into customer bills both before and after contract expiration. If there is no email address on file customers receive a renewal notice via US Mail.
 
Because this customer's contract had expired, they were billed on what's called an "index" price, tied to wholesale market prices. The high price of electricity on their bill accurately reflects the cost to purchase the power on the Texas wholesale energy market at the time they used it. These prices are not typical. In fact, they correspond to a series of record breaking price spikes caused by Texas' August heat wave. The U.S. Energy Information Administration has published an independent report on the subject available here: http://www.eia.gov/todayinenergy/detail.cfm?id=3010.  Consumers can also see a history of Champion's out-of-contract rate here, to validate that what Ms Horton experienced is out of the ordinary:  www.championenergyservices.com/monthtomonth 
 
We take this kind of thing very seriously and we definitely don't like the way it has affected some of our customers. That's why, starting back in August, we began making the internal changes necessary to help protect our customers from these type of price spikes in the future. Beginning with customer meter reads after October 1, 2011, Champion Energy customers whose contracts expire will roll onto a new Month to Month Variable Rate Plan. The new variable rates will allow us to help buffer our out-of-contract customers from the dramatic fluctuations of wholesale energy markets. While this won't effect Ms. Horton, it will help to insulate future customers from this type of occurance.
 
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#4 UPDATE Employee

Response from Champion Energy

AUTHOR: Director Customer Retention - (United States of America)

At Champion Energy, a customer facing an unexpectedly high bill is no laughing matter. We'd always prefer to have a happy customer on a secure fixed rate plan rather than a surprised or angry customer with an expired contract. That's why, in addition to the contract expiration date printed on every bill, we also send renewal reminders via e-mail at 45, 30 and 15 days prior to contract expiration, and printed reminders are inserted into customer bills both before and after contract expiration. If there is no email address on file customers receive a renewal notice via US Mail.
 
Because this customer's contract had expired, they were billed on what's called an "index" price, tied to wholesale market prices. The high price of electricity on their bill accurately reflects the cost to purchase the power on the Texas wholesale energy market at the time they used it. These prices are not typical. In fact, they correspond to a series of record breaking price spikes caused by Texas' August heat wave. The U.S. Energy Information Administration has published an independent report on the subject available here: http://www.eia.gov/todayinenergy/detail.cfm?id=3010.  Consumers can also see a history of Champion's out-of-contract rate here, to validate that what Ms Horton experienced is out of the ordinary:  www.championenergyservices.com/monthtomonth 
 
We take this kind of thing very seriously and we definitely don't like the way it has affected some of our customers. That's why, starting back in August, we began making the internal changes necessary to help protect our customers from these type of price spikes in the future. Beginning with customer meter reads after October 1, 2011, Champion Energy customers whose contracts expire will roll onto a new Month to Month Variable Rate Plan. The new variable rates will allow us to help buffer our out-of-contract customers from the dramatic fluctuations of wholesale energy markets. 
 
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