Arbor

We like the sound of that, Verna. 🌞 Here's to keeping the "good" going as we track down great rate plans for you.

Al, we're honored you've taken the time to share such nice feedback about Arbor 🌳 We're glad the quick answers and rate-hunting have made managing your account a pleasant experience, and we'll keep it that way.

That's what we like to hear, Sandy! 🌳 We'll keep doing the rate-hunting so the best deal keeps finding you.

Hey Karen! We read your feedback and are sorry for the misunderstanding. We'd love to clarify our Early Termination Fee (ETF) policy: Arbor is commitment-free and will cover any early termination fees (ETFs) incurred as a result of a supply rate switch or cancellation through Arbor. If you receive an official bill from a supplier or utility that explicitly states an ETF is owed, simply email us with a copy of the bill attached, and we will promptly reimburse you. We've emailed you directly to request a copy of the ETF and look forward to your reply 🌞 Thank you for giving us the opportunity to clarify. All the best.

Lynn, thanks for sticking with it - we're sorry the account linking wasn't smoother at the start, and we're glad the right directions got everything sorted. 🌳 Your feedback is appreciated and we're thankful for your trust!

Almost $400 back in your pocket — that's a win we're happy to share, Jennifer. 🌞 So glad you gave us a try, and we'll keep working to make it worth it.

Dana, we know that 'too good to be true' feeling well - so glad you took the chance and watched the savings add up anyway. 💰 With Penn Power rates climbing, we'll keep hunting down the best rate plan for you.

Thanks so much for the kind words, Norman! 🌞 It looks like this review may have been meant for a different company, but we appreciate you taking the time to write it - and if you're an Arbor customer, we're always happy to help with anything you need.

Hi Nora, appreciate you reaching out! We're sincerely sorry for the frustration and are happy to explain what happened here. It looks like we most recently switched you to a new supply plan on May 21. When you enrolled with Arbor this past November, you enabled Autopilot and connected your National Grid online account. That allowed us to monitor your electricity supply rate and automatically switch you to a lower-priced plan through our network of trusted suppliers whenever one became available. Because your preference was set to Short-Term Savings, we would only make a switch if it immediately lowered your supply rate. At the time of the switch, your National Grid account showed an independently secured third-party supplier (Clearview Electric) with a supply rate of $0.2879/kWh. We enrolled you with Major Energy at $0.178/kWh for six months, which represented a significant reduction from the rate we saw on your account. It sounds like, before we completed that enrollment, you had already switched to another supplier independently. Since that change happened outside of Arbor, we weren't aware of it and don't have visibility into the rate or terms of supplier enrollments completed directly with another provider. We emailed you immediately after submitting the enrollment on May 21 with the details of your new rate. A few days later, you let us know you had already secured a lower rate on your own and asked us to cancel the Major Energy enrollment. We promptly submitted the cancellation request and also disabled Autopilot on your account to prevent any future automatic switches while you continued managing your supply independently. Supplier cancellations can take 1–2 billing cycles to process. Last week, you let us know the Major Energy rate appeared on your bill before the cancellation had been completed. We immediately requested a copy of your utility bill so we could reimburse any difference, and once you provided it, we reimbursed the difference between what you paid with Major Energy and what you would have paid without the Arbor-secured supply rate. It's also worth noting that your National Grid bill includes both delivery and supply charges. Delivery charges are always set by National Grid and cannot be changed by Arbor or any third-party supplier. Only the supply portion changes when you enroll with a supplier. On your June bill, your total charges were close to $300, made up of $126.45 in supply charges from Major Energy (712 kWh × $0.178/kWh) and $172.47 in National Grid delivery charges. Without Major Energy, your independently selected supplier would simply have been billed in place of Major Energy for the supply portion. You also mentioned that your previous bill was around $121, which suggests your electricity usage was likely much lower during that billing period. Lower usage would naturally reduce both your supply and delivery charges. We've requested copies of your previous utility bills by both email and voicemail so we can compare the billing periods, determine exactly what caused the increase, and confirm that the reimbursement we provided was accurate, but we haven't received those yet. We'd love the opportunity to continue helping and make sure every question is fully answered. Whenever you're ready, you can reach us at 888-836-3145 (Mon–Fri, 9–5 ET) or simply reply to our email, and we'll take it from there. All the best.

We really appreciate this, WK - the team will be glad to hear the support felt knowledgeable and helpful. 💡 We'll keep handling the switching between suppliers so you always land on a favorable plan.

So glad Emma could jump on your issue right away, Tiffany — we'll be sure to pass your kind words along to her. 🌳 Our customers are never just another email in the inbox, and it means a lot that it came through that way.

Page, covering that early termination fee is us standing behind what we promise 💰 and glad the switch is paying off! Great to hear the friendly support stood out too too; thank you for the 10 out of 10 :)

Happy to hear our supportive and quick responses stood out, Steven 🌞 Thanks for taking a minute to share your experience!

A full year of handing us the work and still recommending us means a lot, Melissa. 🌞 We're so glad the support has stood out along the way, and we'll keep doing the heavy lifting so you don't have to.

Welcome aboard 🌞 We'll be working behind the scenes to turn "so far so good" into savings you can actually see. Thanks for giving us a try!

Looking out for what you need while keeping money in your pocket is the whole reason we're here 💰 - so glad that's coming through. Thank you for the kind words!

Prompt and polite is exactly how we want every follow-up to feel, Pamela - thanks bunches right back! 🌳 If there's ever anything about how Arbor works that you'd like further assistance on, we're always happy to walk you through it.

Glad the reply came through quick and personable, and that things landed where they should in the end. 🌳 You mentioned a couple of details weren't quite right, though - we've requested your account details so we can take a closer look and make sure everything's accurate. Looking forward to hearing from you!

It means a lot that the team could answer your questions and make you feel welcome while you got to know what we do, Abdul. 🌞 Thank you for recommending Arbor - we're glad to have you with us.

Knowing we're working on your behalf should feel reassuring, especially with prices climbing - so we're glad it does, Nancy. 🌳 We'll stay diligent about keeping you on a favorable rate plan.