How do customers know when it’s time to renew?
We proactively alert customers when their term is about to end and it’s time to select a new plan. The exact timing can differ from market to market, so here's a breakdown:
- Connecticut: Customers are notified three times -- 95, 65 and 30 days before the term ends, with the 95-day notification containing a special, early product change offer.
- Delaware: A single notice is sent between 45 and 60 days before their term ends.
- Illinois: A single notice is sent between 30 and 60 days before their term ends.
- Maryland: A single notice is sent between 45 and 60 days before their term ends.
- Maine: Customers receive two notices -- one between 45-60 days before their term ends, and another from 30-45 days.
- Massachusetts: A single notice is sent between 45 and 60 days before their term ends.
- New Hampshire: A single notice is sent between 45 and 60 days before their term ends.
- New Jersey: A single notice is sent between 45 and 60 days before their term ends.
- Ohio: A single notice is sent between 45 and 60 days before their term ends.
- Pennsylvania: Customers receive two notices -- one between 45-60 days before their term ends, and another from 30-45 days.
- Rhode Island: A single notice is sent between 30 and 60 days before their term ends.
- Texas: Customers are notified three times -- 90, 60, 30 days before their term ends.
- Washington, DC: A single notice is sent between 45 and 60 days before their term ends.
In most markets, customers will also be emailed a link directing them to their renewal options. All customers are also able to review their options any time by entering their Utility Account Number and Zip code at https://thinkenergy.com/login-renew/
What happens if a customer takes no action? Do they automatically renew?
This also differs by state. Here's how renewals are handled when a customer does not actively select a new plan by the time their term ends:
- New Jersey, New York, and Rhode Island: Customers are automatically dropped back to their utility.
- Texas: Customers are automatically placed on a variable rate plan with Think Energy.
- All other markets: Customers are automatically placed on a 12-month plan with a fixed rate $0.01/kWh higher than the Think Energy offer in their areas.
Are renewing customers charged plan change fees?
No, but timing is important here: Customers can enroll in a new plan at any time once they've entered their renewal window.
The $29.95 product change fee is only incurred if customers change their service in the middle of their term and will be waived here -- allowing customers to switch to a different plan at any time without any additional cost to them. This gives customers the benefit of a fixed rate, while also giving them the flexibility to switch plans without penalty.
