ENERGY li ikoen.ergy.com

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1 ENERGY li ikoen.ergy.com Pennsylvania Public Utility Comniission Commonwealth Keystone Building 400 North Street P.O. Box 3265 Harrisburg, PA OCT PA PUBLIC u ' iu! r COMMISSfdN SECRETARY i isofcbay October 2, 2014 Re: Final Order - HIKO ENERGY, LLC DOCKET NUMER A And DOCKET NUMBER A To Whom It May Concern: HIKO Energy, LLC received an Electric Supplier License on 7/02/2012 and Natural Gas Supplier License on 07/19/2012 with various conditions. One condition instructed HIKO Energy to provide a report the first week of each calendar quarter to staff capturing: (i) the complaints by category; (ii) the resolution for each complaint and (iii) any process s/changes, organizational changes, etc. implemented to reduce and/or eliminate similar complaints going forward. HIKO Energy began marketing in Pennsylvania in December 2012, after sending notification to the Pennsylvania Public Utility Commission (PA PUC). Please see enclosed report for the Third Quarter of Please feel free to contact Stephen Hix, Regulatory Assistant, if you have any questions or comments at x 306 or sihix@hikoenergv.com. Thank you for your courtesies in this matter. Sincerely, Shfeiiy-Siprins Regulatory Supervisor Cc: Bureau of Technical Utility Services Bureau of Consumer Services Law Bureau 12 College Road, Suite Mousey, New York

2 ENERGY hikocnergy.com HIKO ENERGY. LLC COMPLAINT REPORT July 2014-September 2014 Date Received 7/2/2014 Date Resolved 7/3/2014 Category Difficulty contacting HIKO Case Number FOURTH QUARTER Summary of Complaint Customer states she had been trying contact HIKO to cancel account, customer is also disputing rates per terms ofthe conlract. Customer is disputing rales, wants HIKO to refund her for overchar»es. Customer is disputing rates, wants HIKO to refund monev Summarv of Resolution Account was canceled without penalty and rate adjustment was done, the customer was reimbursed for the difference of S their request without penalty. HIKO also rc-rated and refunded customer for S their request without penalty, HIKO also re-rated and refunded $ Improvements Made By HIKO HIKO has expanded the CS dept. to accommodate customer's calls. Energy rales have decreased; savings in these areas. eitor allowed savinus: HIKO

3 7/3/2014 7/7/2014 7/14/2014 7/14/2014 7/15/14 7/15/14 Alleged Slam Customer is disputing rates, wants HIKO to refund monev Customer disputes rate per lerms of contract Customer alleges she was slammed. their request without penalty, HIKO also re-rated and refunded SSI.74 Customers accounl was canceled at their request without penalty. HIKO also re-rated and refunded customer for S HIKO investigated enrollment and found a clean TPV completed by the son ofthe account holder. July September 2014 As enrollment was valid. the aureement.

4 7/22/2014 7/22/2014 7/23/2014 8/13/2014 7/30/2014 7/31/2014 8/6/2014 8/27/2014 8/11/2014 9/3/2014 J Customer disputes rate per lerms of contract Customer disputes rate per terms of contract Customers accounl was canceled at their request without penalty. Customer savings of up lo 10% in any given monlh. their request withoul penalty, HIKO also rc-rated ancl refunded $ Customers account was canceled al their request without penalty, Customer agreed to a variable rate service, Customer received the free month promotion, check sent to customer for $ Customers accounl was canceled at their request without penalty. Customer savings of up to 10% in any given month. their request without penalty, Customer savings of up to 10% in any given month. [uly20 14-September 2014 subject io rate compliani with lerms ofthe

5 8/25/2014 9/16/2014 9/3/2014 9/3/ per terms of contract Customer Alleges slammed their request without penalty. Customer savings of up to 10% in any given month. HIKO investigated enrollment and found a clean TPV completed by the account holder, customer was promised savings, refund was sent to customer for $ luly 2014-September College Road, Suite 100. Mousey, New York

6 10/2/2014 FedEx Ship Manager - Print Your Label(s) From: (845) Sbevy Simins HIKO Energy 15 College Rd. Righl Front Door Monsey, MY I0S)52 Origin ID: PSBA f ^ j ^ E>piK5 Ship Date: 03OCT14 ActWgt: I.0LB CAD: /INET3550 Delivery Address Bar Code SHIP TO: (m)26<m908 Commonwealth Keystone Building PA Public Utility Commission 400 NORTH ST BILL SENDER Ref # PA Complaint Report 3rdQTR-14 Invoice it POM Dept# HARRISBURG, PA TRK* I MON - 06 OCT AA STANDARD OVERNIGHT ASR PA-US MDT l/wu-iihafsj After printing this label: 1. Use the 'Print' button on this page to print your label to your laser or inkjet printer. 2. Fold the printed page along the horizontal line. 3. Place label in shipping pouch and affix it to your shipment so thai the barcode portion of the label can be read and scanned. Warning: Use only the printed original label for shipping. Using a photocopy of this label for shipping purposes is fraudulent and could result in additional billing charges, along with the cancellation of your FedEx account number. Use of this system constitutes your agreement to the service conditions in the current FedEx Service Guide, available on fedex.com.fedex will nof be responsible for any claim in excess of $100 per package, whelher (he result of loss, damage, delay, non-delivery,misdelivery.or misinformation, unless you declare a higher value, pay an additional charge, document your actual loss and file a timely claim.limitations found in the current FedEx Service Guide apply. Your right to recover from FedEx for any loss, including intrinsic value of the package, loss of sales, income interest, profit, attorney's fees, costs, and oiher forms of damage whelher direct, incidental,consequential, or special is limited lo the greater of $100 or the authorized declared value. Recovery cannot exceed actual documented loss.maximum for items of extraordinary value is $1,000, e.g. jewelry, precious metals, negotiable instruments and other items listed in our ServiceGuide. Written claims must be filed within strict time limits, see current FedEx Service Guide. htlps:// 1/1