Sunwave gas+power

We appreciate your feedback and will be looking into customer wait times. Did you utilize the option to leave your name and a callback number, our highly automated call centre system will automatically schedule a callback to you from our customer service team? We implemented this service to maintain customer service quality during peak peiods. We aplogize for your expereince and hope we can do better in the future.

Thank you for your feedback. At Sunwave we have adopted a online sales approach to improve a customer's experience, we do not employ residential sales people. We readily understand and accept that you did not intend to submit an application for service to Sunwave, however, we did receive an application for service from your email via our online portal on November 27th. Our customer correspondence is auto-generated upon receipt of an an application for service. Given we do not employ outbound sales people and there is no record of receipt of an inbound call from yourself, the only explanation was that the application was submitted, perhaps unintentionally.

Hi Carole, You may have the incorrect company. Sunwave Gas & Power does not sell rental agreements for equipment, we provide electric generation service (energy supply) only. All of our sales are completed online, we do not employ residential sales people. Regards, Sunwave Gas & Power Team

Thank you for your feedback. Certain of our products do have a qualification criteria based on our cost to serve your account. The cost to serve your account is heavily influenced by your peak demand (icap tag assigned by your local utility) relative to your average demand. Most offers at the top of the Connecticut rate board are bait & switch schemes, generally low priced money losing offers designed to get you to sign up followed by a very high price relative to the market. Sunwave thought there was a better way, it is for this reason we launched customized offers based on the cost to serve your account. For customers that qualify for our high load factor products we believe there will always be great value resulting in a consistent positive customer experience. For those customers that do not qualify we hope to launch programs that will help you improve your load factor and reduce your cost of energy.

Sunwave does not engage in loss leader bait & switch tactics. We recently launched a new product, for which you have to apply and be approved. The pricing is very competitive, we are able to offer this price as it is based on our cost to serve your account. Our cost to serve you is based, in part on your historical consumption pattern. You applied for the product and unfortunately your usage pattern did not meet the criteria for approval. Approximately 31% of customer who apply are approved for service. There are ways to improve your usage pattern and to qualify for Sunwave's best rates, we hope to have this information incorporated into our web site in the near future.

We are sorry that you have not had a good experience with Sunwave. We recently launched new products that are priced very competitively. It is explained in the product description that you must qualify for the product and that you are submitting an application. There is absolutely no intent to bait, but to offer consumers with superior load profiles a better price. In fact, reward consumers for their load profile. In order to qualify you must have a load factor equal to or greater than 67.5%, we explain how load factor is calculated and that it is based on your actual consumption history. We will look to refine and improve our communication in order to improve your customer experience.