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IGS Energy

Additional Locations

Phone: (614) 659-5000 Fax: (614) 659-5068 View Additional Phone Numbers 6100 Emerald Pkwy, Dublin, OH 43016 http://www.igsenergy.com ! BBB Business Review on IGS Energy is being Updated by BBB!

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Description

IGS Energey is headquartered in Dublin, Ohio and the company supplies natural gas for residential, commercial & industrial consumers primarily in the Midwest.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.

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Additional Locations

  • 6100 Emerald Pkwy

    Dublin, OH 43016 (877) 444-7427 (614) 659-5000

  • Accounts Payable, PO Box 8002

    Dublin, OH 43016

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  • (877) 444-7427(Phone)
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Complaint Detail(s)

12/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had signed up with this company for a 6 month fixed contract for electric service. Once the contract was up, I was switched to variable rate w/ a rate 35% higher than **** Energy's rate, without any notification. Once I discovered and asked for my contract to eb cancelled, they mentioned it would take 1-2 business cycle, but would inform **** Energy within one business day. They also mentioned they would reduce my rate to a rate comparable to **** energy's. Six weeks later, not only I find they did not adjust my rate, but also, I find **** Energy has no information about this cancellation.

Desired Settlement: For the utility to honor what was promised during the phone call on Sept 10th - confirmation was*******, i.e. adjust the rate charged beyond Sept 10 to 6.29 Cents, and ensure cancellation does occur within one to two business cycle as promised.

Business Response:

Thank you for the opportunity to address this inquiry.

Attached is a copy of the terms and conditions sent January 7, 2013 which expressly state that following the Initial Term, the agreement would automatically renew month to month thereafter at a monthly variable price. No adjustments are warranted.

 

Sincerely,

**** *****

Compliance Coordinator

Consumer Response: Respectfully, although I totally reject the variable rate I am being charged, my complaint is not about that rather is about my cancellation not being communicated to **** and the representatives commitment to lower the rate for the duration of transfer of bills to **** energy not being honored. The business s response is totally ignoring this issue. Their pricing strategy being total unreasonable it is something I have to live with even though I think it is unethical, as I can not say it is illegal. However, promising to lower the rate and canceling, but not doing so, so that they can continue to charge the higher rate is absolutely unacceptable.

Business Response:

The contract expressly stated the term of the 12 month, fixed rate and expressly states (notified) that thereafter the price would continue at a monthly variable rate. No rescission of the initial terms and conditions occurred.

 

Pursuant to Mr. ******’s request during his September 10, 2014 call, we processed the cancellation of our electric supply services agreement and return him to the utility company, **** Energy. This can take one to two billing cycles based upon where the account is at in the meter read cycle. We can’t speak to when Suke will make the cancellation effective.

 

Thanks,

**** *****

Compliance Coordinator

Business Response:

**** accepted and assigned a drop effective date as of November 4, 2014, per our outbound electronic request made upon the customer’s September 10, 2014 request to cancel. The industry standard for processing of cancellations, can take one to two billing cycles based upon where the account is at in the meter read cycle.

 

Allegation to misrepresentation and false promises are not valid, as the account was invoiced as per our electric supply contract. Make reference to the attached copy of the agreement contract (provided with our previous responses) which discloses that  after the initial term the agreement would automatically renew month to month thereafter at a monthly variable price. The Renewal Term Price section of the agreement further discloses that the price may change monthly, up or down, and will be calculated each meter reading schedule. Again let it be noted that rescission of the initial terms and conditions did not occur.

 

The customer canceled mid cycle and the account invoiced accurately through the cancellation effective date of November 4, 2014. No adjustments are warranted.   

 

Thanks,

**** *******

Compliance Manager

Consumer Response: I have rejected this argument before. I have provided reasons as to why. The company did contact me ~ 1 month ago accepting the fact that their representative had offered a lower rate and will provide the difference in rate charged vs. rate quoted over the phone. I agreed to that offer, however, no check has been provided yet.


Business Response:

The resolution offered by our customer contact center was provided. In October the customer was offered an adjustment in the pricing on the last two invoices OR a flat adjustment of $25. The latter was chosen and the check mailed December 5, 2014.

 

Thank you,

**** *****

Compliance Coordinator

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Just checked my mail to find a note from AEP stating that IGS was taking over as my electric supplier. They unfortunately did not give me enough notice. I rarely check my mail. I get only one bill a month. I have never heard of IGS before today. No authorization has been made on my part.

Desired Settlement: Switch me back to AEP immediatley, and state who did the change. In this day and age, somebody made money by signing me up, and it is on that account. It has cost other people money. That is not right and I should be able to make a comment on that act and that person.

Business Response:

We are unable to locate an established account using the phone numbers and name provided. Please provide an account number and/or service, so we can research.

Thank you,

**** *****

Compliance Coordinator

12/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My 84 year old mother ******* ****** received a letter from IGS Engergy Stating she would receive a letter from her utility company confirming her to chose her supplier . Making it would like she signed up for this new plan etc. I I would like to attach a copy of the letter. She did no such thing.

Desired Settlement: If you could shut them down, slam them with a fine, that would be acceptable. This type of abuse has to stop. Is Peco aware of the information page attached to this letter basically naming them as co conspirators?

Consumer Response: My Mother just moved to the address this letter was sent. She has been at this address for less than a month and the attached letter came in the mail to her. So she some how signed up for a service provider because she didn't not sign up with a service provider....humm

My Mom being 84 and confused about anything that comes in the mail and multitudes  of calls trying to sell her something, I find these practices, legal or not, an abuse to people who do not know any better. 
These underhanded practices should be stopped. Clear cut pricing by these services you are supposed to have a choice for, should be displayed plainly and in writing.
Please find attached the letter my mother received and the cut off jargon page that has Peco's name on it.

Business Response:

Our records show that the account was enrolled via the utility company’s referral program. We will have to defer the customer to PECO for answers to her concerns. PECO customer service can be reached at ###-###-####.

PECO assigned an effective supply flow date of December 12, 2014. Per this inquiry, we have processed a cancellation request to return the account back to the utility for electric supply service.  PECO will assign a drop effective date; this could take 1-2 billing cycles based upon where the account is at in the meter read cycle.

Sincerely,

**** ****

Compliance Coordinator

11/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with IGS in 2010 on a fixed gas price. I was told that once the contract is over (in 2011), I will be charged to the variable rate unless I decide otherwise. I have never paid attention to my utility bill since. It turned out that IGS have been charging me at a price that is more than double of the market price for the last several years without notifying me. When called, the manager refused to credit the difference back, citing that it is my responsibility to call every year in order to receive the better (market) price.

Desired Settlement: IGS should refund the over charges, and IGS should have a company policy to email/mail its customers at least once a year to notify them the price change (unchange)

Business Response:

The contract, attached, expressly stated after the initial term (beginning with the November, 2008 billing cycle) the price would be on a month-to-month of $9.99 per MCF. Our records show that the account has been rated at this price, or lower, since the account began flowing with our supply (October 20, 2007).

Pursuant to Dr. Lin’s request during his October 10, 2014 call, we processed the cancellation of our supply services agreement in order to return his account back to the utility company, Dominion East Ohio. This can take one to two billing cycles based upon where the account is at in the meter read cycle.

Thanks,

**** *****

Compliance Coordinator

Consumer Response: I am rejecting this response because:

Yes I had a one year contract with a fixed price ($9.9)  with IGS in 2010. After the one year contact, IGS was supposed to charge me on a month to month basis at the market price. Since then, the natural gas price dropped from ~$10/MCF to $2-3/MCF, but IGS has kept charging me the expired contract price ($9.9) without noticing me for the last three years.   If IGS had notified his customers, then it would not be able to enjoy a 2-3 fold higher-than-market price charged to its consumers. I believe what IGS did was dishonest and unethical.  BBB or other organizations/government agencies should investigate this matter further. 

Business Response:

There was no expectation set, that there would be any notification other than what was expressly stated in our service agreement. While the agreement stated the price would be month-to-month at $9.99 per MCF, our records show that the account experienced lower rates of

$7.49 per MCF from 10/13-11/14/2014

$7.74 per MCF from 6/17-7/18/10

$7.80 per MCF from 8/20-9/20/09

$8.80 per MCF from 9/21/09-6/16/10

$8.90 per MCF from 6/22-8/19/09

Thank you,

**** *****

Compliance Coordinator

Consumer Response: I am rejecting this response because:

The company representative selected a few months in which the price they changed were slightly lower than the expired contract price, but still 2-3 fold higher than the market price. Again, the customer was not notified at all about the price changes.

I wonder why the company kept charging prices 2-3 fold higher than market price for years after the one-year contract expired without ever noticing the customer....

I wonder if there is an Ohio or even Federal law to regulate this kind of behavior, I wonder if BBB can facilitate an investigation into this issue and have media involved if necessary.

Business Response:

The account was invoiced as our service agreement stated for the initial term and invoiced at or lower than our service agreement for the time periods following the initial term. No adjustments are warranted.

Thanks,

Tara Chapman

Compliance Manager

Consumer Response: I just upgraded my iphone to OS8.1.1, I clicked the "agree" button without reading the lengthy terms. Why? I trust that Apple is a ethical company with some morals in its gut.
The reason that I am upset with your company is that after the one-year term expired, the company kept charging its customers a ridiculous price that is significantly higher than the market price without noticing the customer. Why? Because the company knows if they notify the customers, EVERY one of them will switch to another vendor as the contract has expired. The company makes profit this way by keeping its customers in the dark.   

11/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A girl and boy about 18-20 years of age came to our house on Sept __. They said they represents ***** and ***** and they could combine both bills at a fixed rate. My husband pays these bills, so ******* ****** talked to them. The girl asked to use the restroom and the guy wrote down the account numbers on the form and had my husband sign it. The girl went thru the bathroom cabinets and told the guy that we were a "medium." I not sure what they meant. They told us we could ask questions after the phone call. As my husband was on the phone, I read the back of the contract. It said our utilities could be transfered to IGS and the rate could change at any time they saw fit. As soon as they left, we called the company, they said the had computer problems and couldn't talk to us. I got the same answer 3 more times. I finally called ***** and ***** and restored our original suppliers. When a called again they said they could cancel the account, 2 week later we recieved a letter (9/20) welcoming our service and a schedule. I called and they said that it was cancelled. On 10/4, we recieved another letter and a schedule. Now, they say that the system is down and they cannot talk to up at this time.

Desired Settlement: Cancellation.

Business Response: Our records show Mrs. ****** called 9/24/2014 requesting to cancel the 9/20/14 enrollment of both the electric and natural gas accounts for the residence.  Thank you for your patience, we were able to verify that our contact center did not experience any phone outages on the dates in question (September 20, 24 and October 4). We were able to process the rescission of both accounts, which means they will not flow, and invoice, with our supply. We notified our third party sales vendor of the complaint and requested they take corrective action and re-train sales agents. They notified us that the agents have been terminated. Thank you for the opportunity to address this complaint.

11/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: IDS claims I owe then a $150 fee to discontinue the contract. This is NOT true. I never signed or verbally agreed to any contract that would cost me $ to end it. I am not ignorant as I have a professional degree and have a son & son-in-law that are lawyers.

Desired Settlement: Remove the $150 disconnect fee, or I will file suite

Business Response:

We are working with contact center management to resolve the customer’s complaint issues. The manager will be following up with the customer with resolution.   

Sincerely,

**** *****

Compliance Coordinator

10/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Contacted company about switching electric supplier.because i couldn't afford them any longer on Aug.14th 2014 was told would END on Aug.26th,2014.opened electric bill and discovered still charges now to the tune of 125.87cents.was informed by west penn power if charges were not paid elertic would be terminnated.Asked repeatly when speaking with IGS energy by phone "DID I OWE ANYMORE MONEY"because i was under impresstion.if i owed any money to IGS i would not beable to switch suppliers. i was informed that i did not owe any more.

Desired Settlement: i want charges.removed.and if forced to pay money refunded.

Business Response:

We are unable to locate and established account using the contact information or account number provided. Can you please provide more information so we can investigate the allegations further?

 

 

Consumer Response: IGS Energy Customer ID number*******

 
IGS
 
Email  : ******@IGSenergy.com
call :  ###-###-####  mon-fri. 8am-8pm and sat  9am-3pm
 
P.O BOX ****
Dublin,OH  43017
 
 
FAX ###-###-####

Business Response:

Our records show that that cancelation on this account was initiated by the Utility Company, on August 14, 2014.

The invoice in question was for service provided from July 26 through August 26, 2014.

Thanks,

**** *****

Compliance Coordinator

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: a few monthes ago an igs energy represenitive came to my house and ask my wife to see our electric bill to see if he could save us money.my wife declined service from igs energy then a few days later they called my house and ask my wife agian sign up she declined agian.In july when i got my electric bill igs energy was on the account so i called them and they said my wife signed us up over the phone and my wife said she didnt so the person i talked to said they would pull the call and play it for me in a few days...when they called back in a few days the representitive said we are so sorry and that we were right that we never signed up for service with igs......i saved the call on my phone and still have it .....i just got my next bill and igs is still charging me without my consent to ever even deal with them at all.....Now im a month behind on my electric bill because i only payed the aep part of the bill now i have an aep bill an igs bill and an overdue igs bill.....this is fraud the sales person looked at our bill and wrote down our info when he was supposedly looking to see if he could save us money and signed us up anyway even after he was told no by my wife...this business needs shut down...my personell info was stolen and used to charge me double my bill.....igs needs to pay my electric services for as long as it takes them to get off my account...i canceled the service i never signed up for the day i got the first bill....

Desired Settlement: i want them to pay all charges while there on my account and refund me any money i paid on electrical charges while they are on my account....ive paid $110 so far and owe $303 dollars thats right $413 dollar electric bill over the last two monthes when i usually pay about $80-$100 a month....fraud

Business Response:

We have addressed your concerns with our third party sales team and notified them to take corrective action in retraining sales representatives.

We completed the review analysis of your account and find that rate difference what is due IGS Energy versus what you would have paid to **** *****, had the switch not occurred, amounts to $3.83 for the two service periods (July 21 – September 18, 2014).

We requested our finance department to issue a check in this amount. The processing time is 15 – 20 business days. After which we will mail the check to the address on file. The account is due in the amount of $230.65 for the final invoice issue September 19 which is due on October 9, 2014.

Sincerely,

**** *****

Compliance Coordinator

9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had 2 ladies come to my door wanting me to use their company's services. I have had 5 people before them wanting the same thing. I told them to let after I told them I was ok with the services I had and they don't say they are from the utilities but let you think they are working with their permission to do so. I again tell them I don't want to change and tell them to let but they stay saying I need to do this. I then order them to leave and they still don't go but want to talk me into using their company. They can't understand why at this point I become very angry and shout at them to leave and never come back! I tried to me friendly with the ladies that came but they wanted me to tell the people on the phone that I am not on PIP when I told them I was. The one lady told me I am not on it and I should have told them I was not. That was a lie! At that point I yelled at them to leave my house and they looked as if I was crazy and couldn't understand why I was so angry. When someone tries to tell me what to do or say and then won't leave my house after being told to that makes me angry! She told me that they would keep sending some one to my home until I signed the paper and was working with their company. When I talked with a person on the phone she said I could not use their services since I was on PiPP. Which at this point is fine with me. I never want to see any one from Igenergy at my door again!

Desired Settlement: That the company never call, send any one to my house or mail any information to my house again!

Business Response: We have addressed your concerns with our third party sales team and notified them to take corrective action in retraining representatives. Additionally, we added your contact information to our Do Not Solicit lists, in an attempt to stop any future solicitation. We take complaints of this nature very seriously, so please notify if you receive any additional visits. 

Sincerely,
 **** *****
 Compliance Coordinator

9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: a guy came to my door my door and said he was with IGS energy and that they were contracted by *** to make sure we got some summer rate adjustment om our bill and asked to see my last bill and did not want to take no for an answer amd quite frankly scared me. He said he would be back next month and I told him not to come back I would call *** n he insisted he would be back. I called police and was told they ate aware of igs being in area. I have since found out they are not contracted by *** but were actually trying to get me to switch to them. This is not at all how the guy who came to my door represented hisself and I dont appreciate being scared in my own home amd being lied to.

Desired Settlement: I want a letter of apology and assurance no one else comes to my door or contacts me any other way.

Business Response:

We have addressed your concerns with our third party sales team and notified them to take corrective action in retraining representatives. Additionally, both the third party and IGS Energy have added your contact information to our Do Not Solicit lists, in an attempt to stop any future solicitation. We take complaints of this nature very seriously, so please notify if she receives any additional visits. 

Sincerely,

**** *****

Compliance Coordinator

8/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unfortunately, it appears that IGS Energy is continuing to engage in outrageous business practices, including deceptive sales tactics and victimization of the elderly. In mid-July, my 88-year old mother admitted an IGS representative into her house. The representative quickly asked a series of questions to confirm that she lived there alone and had no family members living nearby who could help her. He then proceeded to access not only her utility bills, but also her social security number and other sensitive information -- including her recent bank account statements! Under a promise to “save you money on your energy bills,” he jotted down a notation on one of her recent electricity bills. The note showed the rate he was offering: 7.89 cents per KWH. The bill showed her current rate as 7.69 cents per KWH! Unfortunately, he managed to confuse my elderly mother, who continued with the process -- not realizing that this was an attempt to get her to enter into a contract to switch energy suppliers. When it came time for the third party verification call, the representative stated: “A lady will come on the line. She’s going to ask you some questions. I’ll be listening. Now, if I raise my thumb, I want you to say ‘Yes.’ If I don’t raise my thumb, then I want you to say ‘No.’” He then proceeded to coach her through the call in this manner: a blatant attempt to obtain her consent via undue influence.

Desired Settlement: IGS Energy has stated to the BBB that “the interaction between sales agent and prospective customer is personal and should be one in which the prospective customer is treated respectfully and one in which the agent performs professionally.” I have asked the company for answers to several questions. Does IGS Energy really believe my mother was treated respectfully? How do the facts in this case conform with IGS Energy’s definition of “professional” behavior? Will they take any investigative or disciplinary actions in this instance, and will I be informed of the results? They have already promised the BBB that they are making process improvements (such as “have more oversight,” whatever that means); it certainly appears as if those changes have been ineffective so far. What specific steps are they taking to prevent the recurrence of these types of events? Finally, I have requested that the company place my mother on a Do Not Contact list.

Business Response:

We have been unable to locate an established account under the name, phone number or address, provided. If you are able to provide the utility account number and the name on the account (or other contact information to locate a possible account) we would be happy to research further.

Sincerely,

**** *****

Compliance Coordinator

Consumer Response:

The reason they cannot find an account in my name is because (as I already explained in the complaint) I am writing on behalf of a family member who is unable to file the complaint themselves.  I am refraining from publicly posting that family member's name and address for privacy.  However, I have written to IGS Energy explaining the circumstances of the complaint, and offering to provide the contact details for the family member, so IGS can conduct an investigation.  (And also so that they can place the family member on a Do Not Contact list!) The letter should have arrived on Monday, 4 Aug.  (Unfortunately, I can't find an e-mail address that I can use to contact IGS directly; that would certainly speed this process up!)  In the meantime, I'm awaiting a response from IGS Energy, and the matter is still unresolved.  Thank you.
 

Consumer Response: My understanding is that any information that I submit to BBB as part of the complaint may be published on your website.  I'm very reluctant to post information on the web to the effect that:  "A person named XYZ, living at such-and-so address in PDQ, OH is an elderly person (age 88) who is living alone and may be an easy prey for unscrupulous salespeople. (Or worse.)" That doesn't seem wise or safe.  I can and will provide this information to IGS in confidence (and, in fact, I will need to do so in order for them to take action).  I'm still waiting for them to contact me.
 
Notwithstanding all that, the behavior I'm reporting seems to me so egregious that I would like it to be "on the record," along with IGS's response.  My mother is utterly incapable of posting this to the web ... or operating a personal computer (... or an answering machine ... or a coffee maker, for that matter).  But I would hate to think that a salesperson's attempt to take advantage of her cannot be publicly reported precisely because she's unable to defend herself in this way.
 
Again, sincere thanks; and please let me know if there is any further clarification I can provide. 
 
 
 

Business Response: Reference is made to your BBB inquiry as well as the complaint filed with the Public Utilities Commission of Ohio, and letter and email addressed to our Compliance Manager. Thank you for your understanding and feedback. We appreciate the opportunity to respond.  

 Summarily, the complaint enclosed with your correspondence concerns an allegation that an IGS Energy representative enrolled a mature resident without the consumer understanding the nature of the conversation. Both the electric and natural gas enrollments were rescinded by request made with the utility on July 24, 2014. This means the residence will not flow/invoice with IGS Energy supply services/charges. These cancellations where processed without penalty.    

 We have addressed your concerns with our third party sales team and notified them to take corrective action in retraining representatives. Additionally, both the third party and IGS Energy have added your mother’s contact information (provided confidentially) to our Do Not Solicit lists, in order to stop any future solicitation. We take complaints of this nature very seriously, so please notify if she receives any additional visits. 

 Sincerely,
 **** *****
 Compliance Coordinator

Consumer Response:

Based on the text that IGS sent to the BBB, I was initially prepared to reject their response.  While I appreciated that my mother would be placed on a Do Not Contact list, I did not appreciate the fact that the posted response completely ignored the questions I’d asked. Instead, it merely stated that IGS had handed the issue off to their third party sales team and “notified them to take corrective action”… with no answers provided to me and no indication that there would be any real follow up or that anything would actually be done.  I’ve noticed that literally dozens of past IGS responses to other complainants have used a similar formula:  we’ve notified our third-party representative. Period. Unfortunately, the way it comes across to the consumer is: we’ve passed the action off to somebody else; we don’t know exactly what they’ll do and we don’t really care; we’re all done here.  But the reality is different.  ~~~ IGS is responsible for the actions of its subcontractors, agents, and third-party representatives. ~~~ That includes responsibility for finding out what happened, for following through to ensure that appropriate action is taken regarding a specific incident, and for making appropriate process improvements – including reviewing third-party training programs and auditing or spot-checking the training of third-party sales representatives.

As I was preparing a rejection notice, I received an e-mail directly from an IGS Compliance Coordinator.  I’m very glad to report that she did the right thing by forwarding my questions to IGS’s third-party representative, ********, and relaying to me the answers they provided her.  Since, as I mentioned, ******** was acting on behalf of IGS, I think it’s appropriate to quote excerpts from that e-mail here.

Question:  was my mother treated with respect?  Answer:  “We apologize if the customer’s son feels she was taken advantage of….” 

Question:  did the sales rep exhibit professional behavior?  Answer:  “… Agents are advised that all customers should complete the third party verification without any coaching or participation by the agent.”

Question:  what steps will be taken regarding this incident?  Answer: “…this agent was pulled from the field for a retraining.  During this retraining period, the agent will spend time with his leaders and management team as they review his pitch, and help to adjust any issues they feel could be misleading to customers. The agent has been advised that any future complaints of this nature would result in his immediate termination.”

Question:  what process improvements will be made?  Answer:  “[complaints] are discussed [daily] with the entire office… The managers and leaders make it their priority to minimize and control all complaints and negative customer interactions through the use of group and one-on-one trainings, customer/agent role playing, and daily review of IGS Energy guidelines, materials, and expectations.”

These are good answers, and I very much appreciate the forthrightness.  I certainly don’t wish the sales rep any harm; on the contrary, I hope he will be motivated to avoid inappropriate actions and will do well in the future. Since the training includes role-playing, I’d suggest that perhaps IGS and ******** may want to ensure that future scenarios include cases involving seniors:  for example, cases in which the customer surrogate inappropriately volunteers sensitive personal / financial information (as happened here); or cases in which closing the sale is possible but not the right thing to do (again, as was the case here). 

Sincere thanks to the BBB, IGS, and ******** personnel who took the time to address this matter.  I hope that IGS will continue to do the right thing in the future and accept responsibility for the actions of its third-party representatives.  The company, their customers, and the public will be the better off for it.  

8/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: a guy came to my door my door and said he was with IGS energy and that they were contracted by AEP to make sure we got some summer rate adjustment om our bill and asked to see my last bill and did not want to take no for an answer amd quite frankly scared me. He said he would be back next month and I told him not to come back I would call aep n he insisted he would be back. I called police and was told they ate aware of igs being in area. I have since found out they are not contracted by aep but were actually trying to get me to switch to them. This is not at all how the guy who came to my door represented hisself and I dont appreciate being scared in my own home amd being lied to.

Desired Settlement: I want a letter of apology and assurance no one else comes to my door or contacts me any other way.

Business Response:

We have addressed this concern with our third party sales team and notified them to take corrective action in retraining the representative. Additionally we have added the phone number, email and mailing addresses provided by the complainant to our Do Not Solicit list, in an attempt to stop any future solicitation.

We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits. 

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

8/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for igs with a door to door agent. He sold me a capped variable rate for natural gas at a cap of .649 per ccf. The contract appeared to say fixed rate on it. I asked, with my wife as a witness, "is this a capped rate or a fixed rate I do not want a fixed rate" he assured me its just a "weird" contract. I asked numerous times "is this a fixed rate" and was told no everytime. I just called igs today, I'm signed up for a fixed rate. I was lied to. Also its illegal for the reps to talk to you during the confirmation phone call, while trying to listen to the operator the rep kept sticking his phone in my face with messages about "I know this is boring, they will be done soon, only 45 more seconds left, almost done now" now I was having trouble listening to the woman on the phone with him trying to distract me. He may not have been talking but he was communication with me during the call.

Desired Settlement: Misrepresenting what they are selling is illegal. If I had been able to listen to the woman on the phone I might have realized that. This company is breaking the law. If the bbb doesn't report them then I will.

Business Response: Our records show that the enrollment was rescinded and the account is inactive with our gas supply services. I have attached a copy of the third party verification, call recording for your records. Additionally, we have added the phone number, email and mailing addresses provided by the complainant to our Do Not Solicit list, in order to stop any future solicitation.   Thank you for the opportunity to address this complaint.

Business Response: Our records show that the enrollment was rescinded and the account is inactive with our gas supply services. I have attached a copy of the third party verification, call recording for your records. Additionally, we have added the phone number, email and mailing addresses provided by the complainant to our Do Not Solicit list, in order to stop any future solicitation.   Thank you for the opportunity to address this complaint.   

Consumer Response: I previously submitted a complaint about igs energy.  Part of the agreed upon resolution through the bbb was that igs would take us off their list and stop coming by our house.  As I stated in the first complaint I would report them as trespassing if they continued to bother us. IGS has not kept to the agreed terms.  They continue to come to our house on a regular basis and insist that they cannot take us off of their list without getting our account number from our gas bill.   My only reason for emailing the bbb is to make you aware that IGS made no attempt to change their behavior, they just told the bbb what they wanted to hear.  I do not want igs coming to my house.  I've made that clear with them directly and with the bbb.  A complaint against IGS has been filed with the Toledo Police by me.  Please inform IGS that their representatives will now risk arrest if they continue to enter our property. 

Business Response:

Our records show, per the November 2013 complaint inquiry, that we added the phone number, mailing and email addresses to our Do Not Solicit list, in order to stop any future solicitation. We have added the contact information again.

Additionally, we have reached out to our third party sales marketer and requested that they add the complainant’s contact information to their lists as well.

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

Consumer Response:

The original complaint in november did nothing to stop the harassment of my wife by IGS agents.  Additionally they have not addressed the issue of their sales agents insisting that we cannot be removed off their list unless we show them our gas bill.  If the first attempt to get of the list doesn't work, and apparently didn't work for the other 140 complainants on the bbb site, then I have no reason to believe that anything will change this time.  This is the exact same solution that the company promised last time, meaning at this point they, or thier 3rd party sale company, have already broken the law more than once. 
The definition if insanity is doing the same thing over and over expecting a different outcome than all the other times.  Perhaps its time that IGS, or maybe I, take a different approach.  I would like to know who the 3rd party company is, so I can provide the police with the proper name of the company that is harassing us. 
 

Business Response:

To reiterate, we asked our third party sales marketer to add the complainant’s contact information to their do not solicit list, as this might not have been done in 2013.

Thanks,

**** *****

Compliance Coordinator

Consumer Response:

It's not my problem whether or not the third party was notified of the dns in november of last year.  The request was made by me then, and the third party represents IGS.  IGS also didn't respect any request made by us directly every other time they have come to our door since then.  Whether or not they have been notified now is irrelevant.  Asking them once should have been enough, I should have not had to go to the bbb to get results (which I still didn't get).  IGS has already broken the law and harassed my wife.  That is why I asked for the information on the third party so they can be included in the police report. 
 
To have a man standing there, on my property, waiting for me to get home after my wife had already told him to leave is ridiculous.  To further have your salespeople claim that we cannot be removed unless we show them our Gas bill is even more ridiculous.  IGS has continued to come to our house multiple times since november and has been asked each and every time to leave us alone but they continue to ignore those requests.  I have no reason to believe this time will be different.
 
I made a simple request in my last complaint that IGS provide the information of the third party company that they claim made the "mistake" of still harassing us.  That information was not provided nor was that even addressed in IGS's response.  My request still stands.  In the meantime the police report will have the address of IGS corporate as the offending company.  
 
IGS was finally called out in november by the bbb for their practices.  Let this complaint be evidence of the fact that the problem still exists and has very clearly not been resolved.
 

Business Response:

Unfortunately, we can take action with adding your contact information to our Do Not Solicit list, as we did in November of 2013. We asked the third party to do so as well and got confirmation that they have added your address to their Do Not Solicit list, in July of2014.   

You may consider adding your residence contact information to State and Federal Do Not Solicit list serves and may consider posting a “No Soliciting” sign at your property.

Have you received any additional solicitation visits from an IGS Energy representative, since your July 25th complaint?

Respectfully,

**** *****

Compliance Coordinator

Consumer Response:

I would like an answer to the question that I asked, not just a generic response.  Please answer my question about identifying the 3rd party instead of acting like I never asked the question.
 

8/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I moved recently I was given the option of choosing an energy provider. I was informed that IGS can supply my electric at a lower cost per Kilowatts used then *******. I opted for IGS based on the lower rate offered for IGS to supply my electric. When I moved into the home the meter that was here apparently did not work, it registered no electric usage. After a new meter was installed my bill was to be readjusted. So when I finally received an actual electric bill after almost 4 months I see that I am actually being billed for my electric consumption by both ******* of Pa and IGS of Ohio. I phoned ******* and was informed that they supply my electric and not IGS. I asked them how they can be my electric supplier when I opted to select IGS and was just repeatedly told they (*******) are the ones supplying my electric. When given provider choice for my electric I was informed my electric provider would be supplied by IGS. I attempted to call IGS but kept getting a voice mail to leave them a message.

Desired Settlement: I wish to have a provider choice and not be charged by two separate companies for usage.

Business Response:

Our records show that the account was referred to us by the utility ******* in February 2014 and began flowing with IGS Energy power supply effective April 2, 2014. This is the utility’s consumer choice program, where in the invoice reflects the TDSP charges from the utility and the supply charges from the chosen supplier, i.e. IGS Energy.

Per the customer’s phone call of August 4, 2014, this was explained and the customer decided she wanted to remain with IGS as the supplier. There is no penalty to cancel our supply services, if indeed the customer wishes to have the utility as the supplier, i.e. one bill with all charges (TDSP & Supply) from ******* .

Sincerely,

**** *****

Compliance Coordinator

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called igs to cancel the service because what they promised is not what they delivered. They only cancelled a part of the service and they continued billing com ed for their months after I cancelled making my bill higher

Desired Settlement: I want a refund of the money paid to them as a result of them ignoring my request to no longer do business with them.

Business Response:

Our records show Ms. ******** called 1/20/2014 requesting to cancel her natural gas account and return supply service back to the utility company, *****.   The account canceled in a timely manner, with ***** assigning a drop effective date of 2/6/2014. The account is inactive and reflects a zero balance.

                                              

Contemporaneously, our records show that unfortunately her request to cancel her electric supply was not processed in a timely manner, with ***** assigning a drop effective date of 7/14/2014. In order to rectify the error, we are issuing a refund adjustment check in the amount of $35.85 to reflect the utility rates on usage from February – July 2014. The account remains due in the amount of $99.79.

Thank you for the opportunity to address this complaint.

 

7/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was called by an IGS agent that claims we have their delivery service and I should look at my **** bill. This women was very mean and a liar. I am on a do not call list. At one point 2 years ago, I had signed up with IGS for 2 days. Their agent had lied about a fee I was charged by **** retail for switching. I cancelled with IGS due to poor business practices.

Desired Settlement: Have them never call again - they are a bunch of liars

Business Response:

Our records show that the complainant’s service address was supplied electricity by IGS Energy; therefore we reached out to see if they would like natural gas service as well. We have added the phone numbers, mailing and email addresses provided by the complainant to our Do Not Solicit list, in an effort to stop any future solicitation. We take complaints of this nature very seriously, so please notify me if the customer receives any additional contact. 

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

Consumer Response: They are liars. Don't you think a company would know if they are or are not supplying our energy? ***** ******** power provides the electric through ****. I learned over a year ago that IGS will say anything whether it's true or not. I cannot believe they will stop contacting me since I made that request once before. I truly object to the way their representative spoke to me, like I was the idiot who did not know my electric supplier. Very RUDE people.

7/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June 3rd 2014 around 5-6 pm. It was over 90 degrees that day so my mother (an elderly asian american woman) allowed one of the sales rep to enter our home to discuss more about IGS Energy. After a long discussion and comparison she decided stay with ****. The Sales Rep asked to use the bathroom. So my mother allowed him of course. There was a Michael kors watch in the bathroom that day. When I got home from work to find the watch missing. I had asked my mother did we have any visitors today, and she said yes. That was when I was advised about a Sales rep from IGS Energy has entered our home that day. My mother didn't get all of the Sales Rep information before he had left. Today 6/17/14 another group of IGS Energy Sales Rep had ran the route of our address **** ******** DR, STOCKTON, CA 95210. I was able to ask them if they keep tracks of the route they go through and will call the supervisor to get an ID of the person who came to our home that day. So hopefully I can at least get a name and get something resolved.

Desired Settlement: IGS Energy should run a background check before they hire THIEVES. These people are walking around representing the company's name and asking to go into potential future customers home and stealing their belongings. I JUST WANT MY WATCH BACK or have this particular individual FIRED.

Business Response: In reviewing the assertion made in this complaint, it is our understanding that the complainant was not present during the discussion between her mother and the direct solicitation agent. Research into the allegation was hampered by the two week delay between the alleged incident and the report.

We have addressed this concern with our third party sales team and the agent believed to have been in the area denied entering the premises.  Multiple attempts of our third party vendor to reach the complainant to personally discuss the matter have been unsuccessful.

We have added the phone number, email and mailing addresses provided by the complainant.

Thank you for the opportunity to address this complaint.

 Sincerely,

 **** *****
 Compliance Coordinator

Consumer Response: My younger sister was in the house when the salesman came in.  So for him to even deny entering the building proves a sign of guilt. It took us a while to report this because my mother didn't remember the name of the company. As stated in the first complaint, we were fortunate the same company made the same route and was able to get the name of the company. I have not heard from the company or from anyone about my complaint. Again my number is ###-###-####.

 

Business Response: Continued attempts of our third party vendor to reach the complainant to personally discuss the matter have been unsuccessful. Therefore we request that the complaint reach out to them, directly, in order to reach resolution to this matter.

Thank You,

 **** *****
 Compliance Coordinator

7/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have advised IGS that I am not interested in any of their products. I have advised the MANY representatives that have come to my door and I have called the office and requested to be removed from any and all sales lists. However, I continue to have their sales staff come to my door and I want it to stop.

Desired Settlement: Stop ALL contact especially the visits to my home.

Business Response:

We have added the phone, email and mailing addresses provided by the complainant to our Do Not Solicit list, in an effort to stop any future door-to-door solicitation. We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits. 

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a notice from AEP Ohio stating that "We have been notified that you have chosen to switch to IGS Energy as your new generation supplier. This switch request is scheduled to become effective with your scheduled meter reading date of June 30, 2014". I called AEP Ohio to let them know I did not authorize this switch, ever. I asked how it come to be that they were informed of this unauthorized switch, and the associate did not know, other than saying that sometimes city councils do this without a citizens authorization - however, we are not a city resident, so I don't believe that to be the case for this switch.

Desired Settlement: I would like an explanation about the IGS policy of obtaining authorizations to switch service; and, if this policy includes switching without permission, I would like a change in that policy so other consumers do not experience this without their knowledge or permission. An apology would be nice, too. I would like the BBB to monitor this to make sure a new policy is implemented.

Business Response:

The cancellation for the enrollment has already been processed. The account was slated to begin flowing with our power supply effective 6/30/14. We have confirmation from Columbus Southern that we are not the REP of record on the account, thus the account will not flow with our electric power supply.

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was just contacted today by a sales rep for IGSEnergy who continued to lie to me about what he was doing. He stated that he was just making sure I understood about the new rate change from Columbia Gas, but he was really signing me up as a new customer for IGSenergy. When I told him I was with Constellation and would be fined $150 for cancellation he assured me I would not be fined. He wanted me to take cancellation forms and fill them out and assured me that they were not canceling anything. I asked him if I was signing up for IGSenergy as my supplier, he assured me I was not. This is very deceitful and trying to take advantage of older people and people who do not understand what is going on with these suppliers.

Desired Settlement: I would like to see this company reprimanded, fined and these deceitful practices stopped.

Business Response:

We have confirmed that there was no account was established for our supply service to this residence. We have addressed this concern with our third party sales vendor and notified them to take corrective action in retraining. Additionally we have added the email and mailing addresses provided by the complainant to our Do Not Solicit list, in an effort to stop any future solicitation.

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Confirmation number *******

I was promised a $25.00 gift card for Wal-Mart if I signed up for IGS Energy instead of AEP Energy.

Desired Settlement: People should not make false statements to get your business. My $25.00 gift card for Wal-Mart would be nice to have, Like I was promised.

Business Response:

Thank your for your feedback and for your patience while we looked into the complaint enclosed with your correspondence concerning an allegation that an IGS Energy representative “promised a $25.00 gift card for Wal-Mart if”.

We have forwarded this complaint with our third party sales marketer for their response and reply to the customer. Additionally we requested that they take corrective action in retraining all their sales representatives around what constitutes IGS Energy approved offers.  While the offer identified in this complaint is/was not an approved IGS offering, we have made a business decision to send a gift card in an effort to apologize for any confusion caused by the third party and let the customer know we appreciate the opportunity to keep her business. A letter with the $25.00 Visa Gift Card will be mail to her attention, today.

We take complaints of this nature very seriously, so please notify the customer to contact me directly if there are any other questions.  

Thank you for the opportunity to address this complaint.

Thank you,

**** *****

Compliance Coordinator

*******************

6/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS has called us multiple times (at least 20 times) wanting us to sign on with them as our natural gas supplier. We have repeatedly told them that we are not interested and have specifically requested that the do not call us back again. Even after telling them not to call back, they continue to do so (almost daily).

Desired Settlement: That IGS honor our wishes and stop harrassing us.

Business Response:

We have added the phone, email and mailing addresses provided by the complainant to our Do Not Solicit list, in an effort to stop any future solicitation.

We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits. 

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for IGS on March 15, 2014, through a door-to-door salesperson. I later reconsidered and sent in the cancellation notice on March 17, 2014 as provided at the bottom of the agreement. I sent the notice of cancellation via U.S. priority mail with a tracking number. The tracking number shows it was delivered on March 18, 2014. Nevertheless, I received my current AEP bill that shows IGS as my supplier despite the fact that I cancelled the agreement more than 2 months ago. I called the company to dispute this and they show no record of receiving the cancellation notice. This is evidence of substandard business practices and makes me question the company.

Desired Settlement: I want a refund of any charges IGS has improperly billed me through AEP. They cancelled my service when I called on 5/20/14, but they should retroactively credit my account with AEP. I should have only been charged by AEP and not by IGS.

Business Response:

We have no record of receipt of the cancellation mail in March. If you can provide us the tracking number and/or a copy, we are happy to consider reviewing the documentation and research making the cancellation retroactive.  

Thank you,

**** *****

Compliance Coordinator

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and called IGS to follow-up. They found my cancellation notice and explained they did not know why it was not processed. They explained I will be receiving a refund for my gas bill.  I accept and am satisfied with this response.

 

5/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We currently are enrolled in paperless billing for BGE. We recently looked at our bill and discoverd that a company IGS Energy was charging a "monthly fee" to provide a discount. This company was enrolled to our bill by my niece someone who does not live in my household and who was not authorize to make decisions on my behalf at the time of my absence in June 2012. On January 2013 I called to ask why my bill was so high UNKNOWLADGEBLE about the IGS business and spoke to a representative. I relistened to the recording from that day, and not once in that conversation was it explained what IGS Energy is and what service they provide. Acutally one of the questions I asked was how can I get my bill at a constant rate like my mother has in her home and the representative told me that I would have to contact BGE. In the conversation I also told the representative that I only payed for gas not electricity and that what is IGS when she told me that the provide the energy, again not specifing what the busines is about, Until my wife reserched. This company was very misleeding on how they handle the situation. This is another monopoly going on and I would like a refund on all the months I was not aware nither gave authorization for this company to bill me.

Desired Settlement: I would like a refund on all the months I did not authorize for this company to bill me. They are very misleeding with there business and as I thought it was just something BGE charged as a regular/stander Enery service. Not knowing they are both separate. I did not authorize for this company to enroll me in June of 2012. They could not explain how they obtained my account number if my niece did not live in the household. This monopoly has to stop!

Business Response:

We are unable to locate the account in question. Will you please provide your utility account number so we can research further?

Thanks,

**** *****

Compliance Coordinator

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Consumer states:

"I discontinued my contract to receive gas from IGS July, 2013, and ever since then they contact me by telephone offering/asking to sign up with them again.  I have told the caller many times I am not interested. The wk. of April 6th,/2014 they called me twice on Monday and again on Wednesday, April 16, 2014. "********" (April 16,2014) I don't recall other callers names.  Their no. comes on my ID as ***********8, OHIO CALL ....
This is nothing short of harassment for as many times as I have informed the caller that I am not interested.  In between these 'times' I get calls, 'UNKNOWN NO., or NO. BLOCKED," and when I answer, no one answers, but hangs up.  ( I hope you can check this out ...)

                                                                                                       ****** ****"

Desired Settlement: Consumer states:

"STOP THE HARASSMENT..!"

Business Response:

We do not have any record of the account being added previously, however per this inquiry we have added the mailing provided to our Do Not Solicit list, in an effort to stop any future solicitation.

If you would like to provide any phone numbers and/or email addresses, if any, we can also add these as well.

Thank you for the opportunity to research and address this complaint.

Regards,

**** ****** Compliance Coordinator

5/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A door to door salesman came to my home in Petaluma, CA on Tuesday, 4/8/14 around 6:30pm. I was in the backyard playing with my 2 year old and large dog. The salesperson poked his head over the fence and asked to talk to me. I was very polite (I’m actual known for my politeness to salespeople and telemarketers. Never once in my life have I been rude to one). I listened to his presentation of information and request for my PG&E bill. I needed to keep an eye on my two year old – he was putting rocks in his mouth and squirting me with a hose. My large dog was running around barking, and I like to supervise his interactions with my son. I very nicely told the salesman that now was not a good time to get my PG&E bill since I was watching my son, and that I would need more information anyway before handing it over. I said that if he wanted to leave some information with me, I would review it. And I certainly would have done that. He then very quickly became angry and told me that he would not leave information with me because I was just wasting his time. He said “You aren’t even listening to me. I deal with a lot of moms and they aren’t rude to me and they don’t try to blame not listening to me on their kids.” He continued on a rant at me, and called me prejudiced. He refused to give me his name. It was a terrible encounter and for a moment I actually felt threatened at my own home. How quickly he flipped from giving me a somewhat professional spiel to being so angry frightened me. I called customer service the next day to complain and I don’t feel that went anywhere. My request to talk to a manager was refused. The customer service person took my complaint but there has been no follow-up on my call. Almost two weeks later I’m still very upset by this. I want to make sure that this complaint is addressed and that no one from this company ever comes to my home again.

Desired Settlement: I would like managment to address the issue of threatening sales practices, an apology and assurance that no one from this company will ever come to my home again.

Business Response:

April 22, 2014 2:22 PM EST

IGS Energy takes matters such as this seriously, and has forwarded the complaint to its direct sales vendor partner to reaffirm the need for sales agents to exercise caution to avoid any statement or behavior that could result in consumer confusion as to affiliation. Further, we requested that they take corrective action and re-train sales agents.

We have added the email and mailing address, as well as the phone number, provided to our Do Not Solicit list, in an effort to stop any future solicitation.

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

5/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Door to door salesman stated all billing is through regular pg&e for natural gas. I just received a late billing notice from igs energy.

Desired Settlement: Cancelation of service, no longer trust company.

Business Response:

We notified the third party sales vendor of the complaint information and requested that they take corrective action and re-train sales agents.

We find that authorization was given on December 9, 2013 via third party verification (TPV) phone recording authorizing the switch to our natural gas supply service at the fixed price of 59.90 cents per THM for a 12 month term. We have attached another copy of the terms and conditions of our service agreement, originally sent 12/10/13. Upon receipt of the terms and conditions, Mr. *** had three business days to review and rescind the agreement without penalty. Since no attempt to cancel within the rescission period was made, the enrollment was deemed valid.

The account began flowing with our natural gas supply effective 12/28/13. Per this inquiry, we have process the request for cancellation. This process can take 1 to 2 billing cycles to complete, based upon where the account is at in the meter read cycle. Pacific Gas & Electric (PG&E) will assign a drop effective date, returning the account back to the utility for supply service. Remittance will still need to be made on the power supply from Accent Energy until the cancellation is effective. As disclosed in the terms and conditions of our service agreement, there is no early termination fee associated with this contract.

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ** ** ******** *** * ******** **** ********* *** ******* ** **********3-28-14 I would like to file a complaint against IGS Energy **** *** **** Dublin OH 43017 On 5/4/2013 I signed a contract with "IGS Energy" to supply my gas and electric at a fixed rate for a primary term of (12) billing cycles. This service started on May 24th, 2013 and should end through May 2014. "IGS Energy" ended my gas rate after six billing cycles to a higher price month to month rate. There is nothing in my contract that says it can change after six billing cycles. This is nothing more than the scam that has been around forever. It is called the "Bait and switch". I have talked to three different people at "IGS" by phone with no answers. *** * ******** **** ********* *** ****** ** **********

Desired Settlement: "IGS Energy" ended my gas rate after six billing cycles to a higher price month to month rate. There is nothing in my contract that says it can change after six billing cycles. Joe P. Brittain Joe P Brittain 6211 Woodville Dr. Dayton, OH 45414-2845

Business Response:

Per the complaint filed with the PUCO, IGS has agreed to credit adjust the account. The credit adjustment will be calculated and applied once the account’s May invoice is issued.

Thank you for the opportunity to research and address this complaint.

Regards,

**** *****

Compliance Coordinator

4/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS energy came to my house and stated they could guarantee a lower rate on my electric bill. So of course I switched electric providers to find out they lied to me about the rate they could offer. I was receiving a 4.95 per kilowatt rate , and after IGS took over they offered me a 6.99 rate per kilowatt. That is a a difference, but not in my favor. When I called the previous the company to stay with them, they could no longer offer me the 4.95. They could only offer me 6.29, which is a little lower then the IGS company that guaranteed me a cheeper rate.

Desired Settlement: They should not go around and tell people they will lower their rate when in fact they will raise it, and then people not even be able to get on their rate they were previosly on.

Business Response:

Our records show that Ms. ****** called to cancel on 4/22/14 but then changed her mind stating she wanted to talk with other suppliers first. I have attached another copy of the terms and conditions of our supply contract, initially mailed on 3/25/2014. Our price plan and term are very clearly disclosed. There are no cancellation fees associated with our contract. Would you like me to process a cancellation to return the supply services back DP&L?

Sincerely,

**** *****

Compliance Coordinator

Consumer Response: I am rejecting this response because:
Of course I called to cancel when they gave me a higher rate and was lied to, who wouldn't? I also wanted to check the rates of other places before canceling, no need to cancel every few days.  Yes the terms were clear, GUARANTEED LOWER RATE, which I didn't receive so maybe the company should review the terms. That is all they won't admit their fault I just wanted to hopefully let every body else know not to choose our switch to them because they lie and don't hold to their word.
 

Business Response:

Nowhere within our terms is such a guarantee made.

The terms state:

Price Plan: Fixed Rate Product

Initial Term Price: Standard Fixed Rate: 6.99 cents per kilowatt hour (kWh)

Initial Term: The Initial Term of this Agreement will continue through 12 monthly billing cycles

Renewal Term(s): Following the Initial Term, this Agreement will automatically renew month to month thereafter at a monthly variable price as described in the Renewal Price Section of this Agreement

If there is proof, to the contrary, please provide a copy for our review and we are happy to research further.

Thanks,

**** *******

Compliance Manager

4/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Miss ***** and her partner from IGS Energy was lying to me about the company and committed a act of deception. I signed a contract but when I found out that they were lying to me I ripped up all four contract papers in front of them.

Desired Settlement: I think these people should not be aloud to work for your any more.

Consumer Response: Consumer, **** *** ***********, called and stated that her complaint had resolved to her satisfaction. 

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved to my new house in August 2013 in a couple weeks after I had my utility company in my name a man comes to my door and asks me to sign up for IGS energy. He explained that my bill will be lower than now. My first bill was $109 by the way. I signed up with him and in a month I received a bill for over $300. About a week later the same guy comes back and tells me I have been overcharged and will receive a refund of $100 on my bill, I refilled out the forms again but it never came. So the next month he calls and says I was overcharged again and to redo the forms. Needless to say my bill is now over $900 with a turn off notice. I canceled it but I was told I would not be receiving a refund.

Desired Settlement: Everything overcharged to be refunded. $100

Business Response:

Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they re-train the sales agents. We have spoken to the customer and resolved her concern. 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

 
Thank you for contacting me

Regards,

**** *********


Consumer Response:

BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

We have closed the duplicate complaint and copied the additional information submitted and manually posted it to the original complaint case below. Based upon this new information we are resuming BBB Dispute Resolution Services. We appreciate the patience and understanding of the parties.  

Consumer’s Additional Information Concerning Her Complaint:
I have given a complaint in January to IGS energy because I was supposed to receive a $100 refund and close my account. A man came to my house in august to put me on the program came back in September to tell me I was overcharged and I will receive a refund, called me in October and said I was still overcharged. I gave my info 3 times to him. In January I sent and received responses from IGS through the bbb and a woman called and said I will receive a refund and my account will be closed as of Feb. As of today my account through BGE says it is not closed and I still did not receive a refund. I would like all of my money back at this point. I have been scammed

Consumer’s New Desired Resolution:
I would like the money the I was overcharged and the promised a refund on three occasions and my account closed

Business Response:

Thank you for your patience and for letting us know that you were not yet in receipt.

We have expedited a new check request and will mail it to your attention, to the address provided.  

Please call me directly, if you are not in receipt of it within 7-10 business days. ***** ********

Sincerely,

**** *****

Compliance Coordinator

4/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS called to ask me about signing up to get electricity from them, I told them no, I would think about it, but then I was signed up for it anyway without my consent, and my electricity bill is very high now. So, they went behind my back, accessed information illicitly to sign me up for this program that I did not consent to. They contacted me for the first time in the summer, and started billing me for the product in August., but I was not aware of it until December.

Desired Settlement: I want to be compensated for their illicit obtainment of information necessary personal information that they used to sign me up for the product. And a refund for the high bill for a product that I did not consent to, and did not want. Whatever due process is appropriate for this breech of trust and confidentiality.

Business Response:

After a thorough investigation, we have been unable to locate an account under the  name, service address or phone number, provided. If you can please provide an account number we would be happy to research this further.

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

Consumer Response: Dear bbb,

I have proof of the unauthorized contract with IGS. I will send copies of the Comed ( electric co) statement showing IGS as the electric supplier. Please send me the address and contact person that I should send this information to. My acct number with Comed is: **********.
Sincerely, 
******* *****
 

Business Response:

Thank you for providing the utility account number. We were able to locate the account in our systems and show we supplied electric supply to the service address of **** ****** ******* Apt **** ******* ** ***** from 8/24/2012 through 2/27/2014.

Find attached a copy of the terms of service of our sales agreement provided in writing on 7/28/12, after the customer authorized enrollment via third party call recording. Upon receipt of the terms and conditions, the customer had three business days to review and rescind the agreements without penalty. Since no attempt to cancel within the rescission period was made, the enrollment was deemed valid.

Per the customer’s request of 1/15/14, our customer contact center submitted the cancellation requests to Commonweatlth Edison (ComEd). ComEd assigned a drop effective date of 3/3/14, returning the account back to the utility for supply service.

The account is due and outstanding in the amount of $18.13 for the 2/28 invoice; due on or before 3/25/14.

Thanks,

**** *****

Compliance Coordinator

Consumer Response: I am rejecting this response because:
Two things:

1. I never received these letter and terms of condition in my mail. If i did, i would have called you and cancel even before the first blink of eyes because i never have consented anything like this without my knowledge.
 
2, whats is your proof, is there signed documents with my signature allowing me to be a member of IGS? None! There was no sign documents consenting any terms and conditions of the company i approved. You are just assuming i got the letter and condition. 
 
Show me any proof that i signed something or approve anything? 

Business Response:

I have attached a copy of the via third party call recording completed by Ms. ***o on 7/27/2012.

As of 3/31/2014, the account is paid in full for usage through 2/27/2014.

Thank you,

**** *****

Compliance Coordinator

4/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: igs claims they are in replacement of dte energy and are not. they are contantly calling me and harassing me to go back to igs and that I have to do this. I am elderly and was duped into believing they were dte affiliated they are not and they have continued to call me even after asking the to cease. There are some bully telemarketers for sure scaring old ladies.

Desired Settlement: stop calling me and other seniors I know, I would like them to stop cold calling the elderly

Business Response:

We have no account established in Ms. ******s name or service address. We have added the phone, email and mailing addresses provided by the complainant to our Do Not Solicit list, in an effort to stop future solicitation. We take complaints of this nature very seriously, so please notify me if the customer receives any additional contacts. 

Sincerely,

**** *****

Compliance Coordinator

4/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I switched to IGS Energy because they were supposed to be cheaper. When my bill for winter electric seemed very high I studied the bill and found the price per kwh went up drastically compared to the supplier, (peco), that I switched from. I called IGS energy and was told it was a variable rate. He proceeded to tell me, "All I had to do was call and ask for the fixed rate and it would go back to a lower rate". I said I shouldn't have to call because the whole purpose of going with IGS energy was for a savings...instead for 3 months now they have gouged my bill and ripped me off. This is a lousy way of doing business. I am aware of what a variable rate is as PECO has that but never jumped so high as to rip me off. I have since switched back. February--my energy 437 kwh---IGS .1381per kwh=$60.31----peco .0977per kwh=42.39------IGS $17.91 more. March my energy 525 kwh----IGS .1382( raised again)= $72.45----peco .0877 (down)= 45.67----IGS $26.78 more. I may have one more bill coming that IGS energy gets to charge unreasonable rates before it switches. Wonder if it will go up again!! I told the man that we shouldn't have to call to get a decent rate. He told me, " that's the law. If you want to save you have to call." Bottom line is watch the new energy suppliers and the rates on your bill. I consider this unfair practices to try and get over on a customer as long as they can until they get caught. Unfortunately, I paid months at a higher rate before I caught it. Bad way for a company to do business. Want to run a business be good to customers or lose them. thank you for your time

Desired Settlement: Refund of a portion of the payments overpaid. I will look for December and January bill.

Business Response:

IGS Energy finds that authorization was given on November 7, 2013 via third party verification (TPV) phone recording authorizing the switch to our electric supply service on a month to month contract, at the price of $0.0950 per kWh for generation and transmission charges through a stable price period of 12 months. I have attached another copy of the terms and conditions of our sales agreement which originally mailed on 11/8/13.This stable rate was assessed the account for 12 months, for usage from 12/7/12 through 12/6/13. After the Stable Price Period expired, the account was priced as a variable rate, as disclosed: the price you will pay for G&T will vary each month at a price which will be established by each meter reading schedule based upon costs which include, but are not limited to, energy, transmission, capacity, ancillary services, congestion management, renewable energy credits, ISO system fees, utility charges and other market price related factors, plus IGS Energy costs, expenses and margins.

Per the customer’s request of 2/27/2014, our customer contact center submitted the cancellation requests to PECO. PECO assigned a drop effective date of 3/12/14, returning the account back to the utility for supply service. Remittance will still need to be made on the power supply from IGS Energy until the cancellation is effective.

Sincerely,

**** *****

Compliance Coordinator

4/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2013 I become a customer of IGS's Fixed Price electricity contract. Under the plan, the price of electricity was fixed at 7.9cents per KWH. Apparently the contract ended in February of 2014. The company immediately switched me to their most expensive variable electricity pricing plans WITHOUT informing me. They DID NOT give me any choice also in terms of other fixed rate pricing plans that are available. As a result I ended up paying 17.5 cents per KWH which is more than double my previous rate. This resulted in their overbilling my account by $140.00

Desired Settlement: I would like the company to honor the previously agreed fixed price rate until I have had a chance to review alternate plans and make a decision. They should also refund the overbilled amount of $140.00

Business Response:

We have attached another copy of the terms and conditions of our sales agreement, originally sent 12/27/2012. The account completed the 12 month term at the contracted fixed rate with usage from 2/7/2013 through 2/7/2014. As disclosed, usage after the initial term the sales agreement renewed at a month-to-month basis with a monthly variable rate methodology with no change to the remaining terms. We are unable to adjust invoicing for usage from 2/7 – 3/11/2014.  

The customer is free to initiate the switch to another supplier or return to Con Edison, without penalty, as the initial term has completed. We can submit the cancellation, on the customer’s behalf or they can contact the utility. The utility company, Con Edison, determines switch back date. Please note, this process can take 1 – 2 service periods, to complete, based upon where the account is at in the meter read cycle, to return the account back to the utility for supply service.

Thank you for the opportunity to address this inquiry.

Sincerely,

**** *****

Compliance Coordinator

Consumer Response: I am rejecting this response because:

While I am not disputing the fact that contract has expired, I am disputing the mechanism by which they carried out automatic switching to another plan. At the very LEAST I expect a notice of contract expiry and/or list of available options. In fact, they should have informed me well in advance. They have all my contact information inclding phone, email and home address. Moreover, they could have informed me through Coned as well. They chose not to do that because they wanted to deceptively put customers on a higher price plan.

Thanks.



Business Response:

As disclosed, with emphasis, in the terms of our sales agreement, the account rolled off the fixed price onto the monthly variable price. No adjustment is warranted.  

Thanks,

**** *****

Compliance Coordinator

Consumer Response: I am rejecting this response because:

The company is hiding behind unreasonable fine print.
Their practice is deceptive and fraudulent.
They could have avoided the whole debacle simply by informing the customer in advance.

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today I was sitting out front doing homework with my son and this man came up to talk to us and ask me if my name was on our pgande bill I said yes he then started right into his speech. I saw that he was selling something and I politely told him I'm sorry but I can't listen right now we are in the middle of homework. He forcefully continued his speech (which I did not hear a word of) and I told him I will have to talk to my husband about what he was selling and he told me that my name was on the bill so there was no reason for that and continued to be forceful with his speech. I then said I will look at it online but he was very rude and I didn't feel good about what had just happened. Then my son looked at me and said quietly " he interrupted" I said yes he did.

Desired Settlement: Please do not come to my door anymore. Don't call either. Thank you

Business Response:

We have addressed this concern with our third party sales team and notified them to take corrective action in retraining sales agents. Additionally we have added the email and mailing addresses provided by the complainant to our Do Not Solicit list, in order to stop any future door-to-door solicitation.

We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits. 

Thank you for the opportunity to address this complaint.

Sincerely,

**** *****

Compliance Coordinator

3/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to cancel their services 10/30/13 after realizing their costs for being a natural gas provider were much higher than using Columbia Gas directly. I have a confirmation number of ********. I called again 1/9/14 where they verbally confirmed my cancellation and told me it can take up to 2 months. I called 3/8/14 and they told me they have the notes on file with the correct dates and comments but no record of cancellation. They have cancelled me again with a new confirmation of ********5. I'm now in the fifth month of paying additional charges for the 'luxury' of being billed by them. I can't help but label this company as a scam!

Desired Settlement: I would have been fine if they told me they had the comments and they would make it right. I'm now starting over and want them to reimburse the difference between their $0.77900/CCF vs the standard $0.61360 Columbia Gas charges every customer.

Business Response:

Our records show the complainant’s co-mortgage signee called to cancel on 11/30/2013. Unfortunately, we find the cancellation request was not been processed in a timely manner. Our records show the complainant called to cancel again on 3/8/2014 (Conf # ********5). 

Subsequently, the account will cancel service and return back to the utility. Columbia Gas of Ohio will determine a drop effective date; this could take 1 – 2billing cycles to complete, based upon where the meter is at in the read cycle. We have made a business decision to make the March 8 cancellation request, retroactive back to the cancellation request from 11/30/2013. Once the account finals we will re-rate the account back to the utility rate and issue a credit adjustment for the rate difference (if any).

Thank you for the opportunity to research and address this complaint.

Regards,

**** *****

Compliance Coordinator

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

3/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A salesperson came to my door and requested to see my energy bill. They said they were already our energy supplier and wanted to confirm that we were getting the lowest rate. I told them I was not comfortable showing them my bill because it contained personal information. I asked for a phone number where I can get more information and they said they didn't have anything. I told them I wasn't interested and they persisted. I have read similar accounts online complaining about deceptive marketing, and others have said their utility supplier is someone other than IGS. Others have said that they use this information to switch your account to them. I think this type of door-to-door solicitation is inappropriate and misleading.

Desired Settlement: I would like for this company to stop harassing customers with these practices

Business Response:

Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they take corrective action in re-training sales agents.

In an effort to stop future solicitation, we have added the phone, email and mailing addresses provided to our Do Not Solicit list.

Regards,

**** *****

Compliance Coordinator

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September 2013 I called IGS to inform them that I was moving the end of October and would need to cancel my contract. I was told that since my contract was until December 24,2013 (for address 3512 **** ***** Blvd., Fort Worth, TX, 76109, account number: ********)  I would owe the full $225.00 cancellation fee unless I signed  up with IGS at my new address (above). Under that threat, I accepted  the new contract with IGS at my new address even though I would have preferred to switch to a company  with better electricity rates. When I told my daughter what had happened she said she didn't think that was legal. She told me to contact the Public Utility Commission of Texas and ask if energy companies  were allowed to charge a termination fee if a person is moving. I e-mailed the Commission and they replied that they are not allowed to do that. They quoted Substantive Rule§ 25.475 regarding contracting requirements and explained, "You are not obligated  to continue service with your Retail Electric Provider (REP) and should not be responsible for an early termination fee in the event that you move; however, you may be required to provide evidence  that you are moving." 25.475(2)(C)  A contract  is limited to service to a customer at a location specified in the contract. If the customer moves from the location, the customer is under no obligation to continue the contract at another location. The REP may require a customer to provide evidence that it is moving. There shall be no early termination fee assessed to the customer as a result of the customer's relocation  if the customer provides a forwarding address and, if required, reasonable evidence that the customer  no longer occupies the location specified in the contract. Therefore, I am going to switch energy providers and will not pay a termination  fee since my new contract was based on the fraudulent representation presented to me by the IGS customer service representative  who told me I would owe a termination fee unless I signed up for a new contract with IGS at my new address.

Desired Settlement: BBB NOTE:  Consumer did not specify a resolution but appears to be seeking the assistance of the BBB in resolving this dispute over the early termination fee charged by the business.

Business Response: Our records show Ms. ****** initially contacted us via phone on 10/25/2013 advising us that they will move out of 3512 **** ***** Road on 10/31/2013 but they still need service until 01/01/2014. Our contact center advised that the account was showing as no longer active; service at this premise was slated to cancel effective 10/31/2013, due to a move-in submitted by another retail customer. Remittance of the final invoice posted on 11/9/2013. The balance reflects as zero. Account/Location #2: IGS #: ******** ***** #: *****************        Service Address: 4429 ******** ***** Drive Fort Worth TX 76123       We have no record of Ms. ****** requesting a de energize of service at 4429 ******** ***** Drive. The account was canceled per an inbound “drop due to switch request” provided us by Oncor, on 1/18/2014. This account flowed with our power supply from 9/25/13 through 1/18/2014. The account is due and outstanding for the final 2 invoices + a $200 early termination fee; totaling $638.71. We are willing to make payment arrangements with the customer. To address the complainant’s reference to §25.475(2)(C): The customer failed to provide us any evidence to IGS Energy, of their intent to move. In the state of Texas, in the event that a customer is vacating the premises the supplier must notify the utility of the date the customer desires to discontinue delivery service to a particular location, through a third party verified de-energize request (move out transaction) with the customer. This ensures that there is no one else at the residence that would be affected by the request and to allow time for the utility company to process the power disconnection. The utility’s timeframe to complete this process is a minimum of 3 business days and could take up to 10 days to complete. In neither location instance, did Ms. ****** notify us, in a timely manner, that she was vacating the premises by completing de-energize requests. In both instances, the accounts were canceled (moved out) by initiating supply service transactions/changes with another market supplier.   The early termination fee assessed the 4429 ******** ***** Drive account, is warranted. Public Utility Commission of Texas: On January 24th and February 5th we responded to the Public Utility Commission of Texas with regard to a complaint inquiries filed by Ms. ******, against both IGS Energy (supplier/REP) and ***** Electric Delivery Company (utility company).   On February 10th the Public Utility Commission of Texas closed the complaint and responded in writing to Ms. ****** with the attached letter. In summary, they reviewed the companies’ responses and their completed investigation determined that 1)       Service at 4429 ******** ***** Dr. in  Fort Worth was canceled prior to the contract expiration date and the $200.00 early termination fee was assessed in accordance with §25.480. 2)      The actions of IGS are consistent with §25.474 and §25.480.  Also, the actions of ***** are consistent with §25.124 (a) and §25.121 (e) (1). Thank you for the opportunity to address this inquiry.

Consumer Response: I am in receipt of your 2/10/2014 letter saying the Commission finds IGS did not do any wrong in my case, but the information you say they provided you is incorrect. First you say that IGS records indicate that "On 10/25/2013 I contacted them and advised them that I would be moving on 01/01/2014." That is completely untrue. I contacted IGS on 09/25/2013 - as soon as I closed on the new house - to tell them that I would be moving on 10/31/2013 (which is in fact when I moved) and needed them to continue power at 3512 **** ***** Blvd. until 11/01/2013 when the owner of the house would have power put by whichever company he chose. That is when the IGS Representative told me that if I cut my power with them at 3512 **** ***** Blvd. on 11/01/13, I would owe them the full termination fee because my contract was until the 24 of December 2013. They never advised of the rule that if I move I do not have to keep my electric provider and cannot be assessed a termination fee. On the contrary, they told me that if I did not transfer my contract with IGS to my new address I would be assessed the full $225 termination fee. Since I did not want to have to pay that I agreed to the new contract with IGS at my new address (4429 ******** ***** Drive), even though I wanted to find a provider with better electric rates. Secondly, you state in your letter that "On 10/31/2013 IGS received notification that service for your account had been canceled, due to a move-in order completed for another retail customer." That is also untrue because I had told IGS to terminate the account at that address on 11/1/2013. I even called again at the end of October to make sure they had my move and everything down in their records for ending their contract for 3512 **** ***** Blvd. on 11/1/2013. Again, I emphasize that my contract with IGS at my new address is not a valid contract because it was based on the IGS Representative lying to me about the only way I could avoid a termination fee when I moved out of my old address. It was not until my daughter told me she didn't think that was legal and advised me to contact the Public Utility Commission that I e-mailed the Commission (December 30, 2013 from ********@aol.com) and learned IGS had lied to me. The Commission's in its 1/7/14 e-mail response clearly quoted the relevant code: 25.475(.2)(C) A contract is limited to service to at a location specified in the contract. If the customer moves from the location, the customer is under no obligation to continue the contract at another location. The REP may require a customer to provide evidence that it is moving.  There shall be no early termination fee assessed to the customer as a result of the customer's relocation if the customer provides a forwarding address and, if required, reasonable evidence that the customer no longer occupies the location specified in the contract. When I called IGS on 09/25/13, and told them I was moving and asked about what rates they could give me on the new house, the representative who answered told me that IGS could not do any better than what I had on my current contract (over 10). I said that was too high and so I would need to find a new company. The representative then told me if I do that I would owe the full termination fee because my contract with IGS was until December 24, 2013. What she should have told me is that I can get any company I want for my new address and just let IGS know when they should stop my service at 3512 **** ***** Blvd, without penalty since I am moving. She could have asked me for proof I was moving and nothing more. Instead she said the only way I could avoid tbe termination fee was to give IGS the contract for my new address. According to the Better Business Bureau's web site page about IGS Energy (http://bbb.org/Centralohio/Business-Reviews/natural-gas-companies/igs-energy-indublin-oh-31000371/conplaints): "This company has a pattern of complaints alleging aggressive sales tactics and billing issues. . . . "On November 7, 2013, BBB met wiih executives of IGS who indicated they will.. 1. have more oversight of their solicitation processes, 2. oblain solicitation permits in all of the areas where they sell and 3. implement an analytics tool enabling them to monitor "non-sale" interactions. BBB will monitor this company 's efforts, and this aspect of the Business Review will be updated when additional informarion becomes available. " Clearly, IGS has a pattern of having its representative do anything they can to get people to sign a contract. If you continue to hold IGS blameless in this then the message the Public Utility Commission of Texas is giving is that electric companies can lie to people in order to get them to sign contracts and once those contracts are signed the person has to abide by them no matter what. I sincerely hope you reconsider your decision because it is a true disservice not just to me but to all Texas power customers who trust the Commission to be on their side when power companies are dishonest. Finally, I already paid IGS what I owed them for power ($438.71). What I have not paid is the $200 termination fee for cancelling a contract they got me to sign through fraud.

Business Response: IGS Energy feels we have explored all avenues in an attempt to resolve this complaint. We have confirmation from the Public Utility Commission of Texas that our actions were in compliance with substantive rules applicable to Electric Service Provides.  The customer can move forward by appeal of her disputes with:   the Public Utility Commission of Texas, Customer Protection Division P.O. Box 13326, Austin, Texas 78711-3326 (512) 936-7120 toll-free (888) 782-8477 fax (512) 936-7003 e-mail address: customer@puc.state.tx.us website address: www.puc.state.tx.us To reiterate, we are willing to make payment arrangements with the customer. Location #1: Service Address: 3512 **** ***** Road Fort Worth TX 76109      The balance reflects as zero. Location #2: Service Address: 4429 ******** ***** Drive Fort Worth TX 76123       The account is due and outstanding in the amount of $210.00. Thank You,

3/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

BBB NOTE: This complaint appears to involve issues that are beyond the purview or scope of BBB Complaint Acceptance Guidelines. Your BBB does not usually accept employee-employer disputes. 

However, IGS Energy is an Accredited Business BBB serving Central Ohio, therefore, it is committed to abiding by the BBB Code of Business Practices, (BBB Accreditation Standards). This Code also represents standards for business accreditation by BBB. To be accredited by BBB a business or organization affirms that it meets and will abide by these standards. Specifically, this complaint raises questions whether this accredited business is meeting the following standards:

5. Honor Promises
Abide by all written agreements and verbal representations.
An accredited business or organization agrees to:

A. Fulfill contracts signed and agreements reached.

B. Honor representations by correcting mistakes as quickly as possible.

8. Embody Integrity
Approach all business dealings, marketplace transactions and commitments with integrity.

An accredited business or organization agrees to:

Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise adversely affect the public image of BBB or its accredited businesses.

As an aid to the parties in preserving marketplace confidence, BBB has forwarded a copy of your complaint to the business and we are requesting a written response. We are happy to offer the assistance of the BBB to resolve this dispute. However, based upon the information submitted by the complainant, the closure of this complaint most likely will not be publicly reported pursuant to BBB Complaint and Reporting Guidelines.

We appreciate the cooperation and understanding of the parties. 


Bay Area Energy a branch of IGS Energy is manipulating young men and women into working free. The new workers will get the job and start training on a monday and will not be informed that they are working for free until wednesday. The people who continue working will be making less then minimum wage. Bay Area Energy1425 Koll CircleSuite 101San Jose, CA 95112Ph: (408) 642 - 5364

Desired Settlement: I would like them to stop manipulating young men and women.As well as be honest when people get the job and tell them they might not get paid for training and will probably work for less then minimum wage

Business Response: All solicitation activity in the State of California is performed pursuant to a services agreement with ******** Advertising LLC.  IGS has no employees in California.  IGS has contacted ******** Advertising in regard to this matter. All inquiries should be directed to their attention with ******* ******, direct ###-###-#### X*** or via email to *******@platinumadvertisingllc.com.   

3/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Friday, Feb 28, 2014 at approximately 2:45pm IGS knocked on the door. I answered and they asked if I had taken advantage of the savings on utility bills. I acknowledged that we had selected a provided. The person then said they had to see the bill to verify the information. I told her that was not her place to see the bill. That my word was good enough. She then continue to say that she was the supervisor and she had to see the bill. I told her that she did not need to see the bill my word was sufficient. She then said she wanted to talk to the male in the house. He was standing where he could hear and said she was not going to see the bill. I told her again that she could not see the bill and she said someone will be back and you have to show the bill. Is there a new law I am not aware of for privacy? I felt like I was being bullied and that she was going to slam us and have billed changed to her company. I thought that practice was illegal. Please let me know. I have heard some people say that they had been assigned IGS and they did not tell them to change them. Thank you

Desired Settlement: That IGS do business practices that are legal and not try to intimidate and trick people into selecting them as a provider.

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they take corrective action in re-training sales agents.   In an effort to stop future solicitation, we have added the phone, email and mailing addresses provided to our Do Not Solicit list.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A sales person came to my door "offering" me lower gas prices. The sales guy basically signed me up without really asking me if it was what I wanted. He asked for my most recent bill. He then circled what I was paying for GAS CHARGES, and said they'll be charging much less for gas than **** would be. What they don't explain is that **** will STILL be charging delivery charges per therm of gas delivered to my home. I have just cancelled my service with IGS over the phone. It has been a month since I signed up for their so-called service. I received my most recent bill, which doesn't even have the "lower" gas prices in it. I called them first and they said it would be another billing cycle before I would see their charges. I then looked them up on Yelp, and now realize I have been duped and will actually be paying more for gas than I was before. Further, I now have to wait an additional billing cycle or two before IGS energy to go away. Ridiculous! Huge SCAM. I am very upset and should have known better.

Desired Settlement: Above, I selected "no settlement requested". Though, if I have to fill this in, of course I would like the money back that I'll be paying that increases the amount on my bill, which sounds like it will be 15-25%.

Business Response: We appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they re-train the sales agents. Accent Energy finds that authorization was given on December 17, 2013 via third party verification (TPV) phone recording authorizing the switch to our natural gas supply service at the fixed price of 69.90 cents per THM for a 36 month term. We have attached another copy of the terms and conditions of our sales agreement, originally sent 12/18/13. Upon receipt of the terms and conditions, Mr. ****** had three business days to review and rescind the agreement without penalty. Since no attempt to cancel within the rescission period was made, the enrollment was deemed valid. The account began flowing with our natural gas supply effective 1/15/14. Per Mr. ******’s call request of 1/21/14 our contact center was able to process the request for cancellation. ******* *** * ******** (****) will assign a drop effective date, returning the account back to the utility for supply service. This can take 1 to 2 billing cycles to complete, based upon where the account is at in the meter read cycle. Remittance will still need to be made on the power supply from Accent Energy until the cancellation is effective.

Consumer Response: Well played response by the "business" in question.  However, their response does not release their responsibility as it relates to the misrepresentation of the "product". The sales guy, as I stated before, circled the total amount that **** charges (for example, $0.98/Therm), then wrote down what we would be paying for gas therms through their service.  What they are not explaining is that the **** charge includes both procurement and delivery.  What they (Accent/IGS) are selling is ONLY procurement of gas, leaving me (the customer) stuck with a bill that is potentially much higher than expected based on the salesperson's description.  Further, the sales guy basically pushed me into it using very little description of what I was truly purchasing and insisting that I find a gas bill so he could "show" me how much I would be "saving".  I also realize that I could read their terms and conditions, but seriously, who does that?  No one wants to read a bunch of legal jargon.  Consumers don't want to be mislead, that's it. I'm done.  Accent, or IGS, whatever they want to call themselves can explain away until they are blue in the face, but they are still walking around door to door and misleading people into buying their services. A simple check on Yelp will tell you that I am certainly not alone.

Business Response: The third party sales vendor informed us that they have re-trained and is on corrective action, where any future complaint activity will result in termination. ******* *** * ******** (****) has assigned a drop effective date of 2/14/2014, returning the account back to the utility for supply service. Remittance will need to be made for the 1 service period that the power supply from Accent Energy until the cancellation is effective.

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They contacted me.......promising a better rate for gas. I agreed on Sept. 30, 2013 for a rate of 4.59 effective thru March 31, 2014. They recorded the contract and gave me a confirmation number. The agent was ****. Conf No. *******. With in several days I received a letter dated Oct. 1, 2013 confirming our contract. They never followed through. They now saw it was Consumers Energy fault. I was never notified that the new rate took effect. They just dropped it all. My December bill was over $30.00 more because of their failure.They have many complaints on the internet.Why can businesses scam old people.

Desired Settlement: Refund the difference in the rate they promised and the rate charged.I was charged 5.59 per MCF instead of the 4.59.

Business Response: Per the customer’s call of 1/11/2014, our customer contact center researched the concerns and returned her call on 1/13/2014 informing that another supplier had already processed an enrollment request made with them, therefore ours rejected. We were unable to complete her enrollment request made with us 9/30/2013 because she had concurrently made an enrollment request of another supplier and the utility company accepted that one first.  

2/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: How does IGS get away with raising their gas rates by approximately $2.00 per Mcf without notifying customers tat they are doing so? Customers should be given adequate notice when they are raising rates. They offer a good rate for one season and then without any warning to the customer, jack up their rate by 50%. That should be MADE TO BE A CRIMINAL OFFENSE..

Desired Settlement: I would like a refund of the excess charges they have made without giving me adequate notice to find an alternative.

Business Response: The account has been flowing with our natural gas supply on a variable rate plan since June 2007. The account recently fluctuated from a rate of 5.99 from 9/1 – 12/31/2013 a rate of 6.29 for service from 1/1 – 1/31/2014 and will invoice at 6.89 for service from 2/1 – 3/1/2014. Per Mr. ***’s call request of 1/29/14 our contact center was able to process the request for cancellation. Consumers Energy will assign a drop effective date, returning the account back to the utility for supply service. This can take 1 to 2 billing cycles to complete, based upon where the account is at in the meter read cycle. Remittance will still need to be made on the power supply from Accent Energy until the cancellation is effective. Compliance Coordinator

2/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Consumer energy supposed to notify change in billing rate before effecting the change. No letters were sent and Billing was increased from August 2013.

Desired Settlement: Refund for increased billing.

Business Response: The account has been flowing with our natural gas supply on a choice plan since July 2012, which rolled to a month to month price; please refer to contract terms and conditions. The account recently fluctuated from a rate of 5.99 from 9/1 – 12/31/2013 to a rate of 6.29 for service from 1/1 – 1/31/2014 and will invoice at 6.89 for service from 2/1 – 3/1/2014.   Per the customer’s call request of 2/3/14 our contact center was able to process the request for cancellation. Consumers Energy will assign a drop effective date, returning the account back to the utility for supply service. This can take 1 to 2 billing cycles to complete, based upon where the account is at in the meter read cycle. Remittance will still need to be made on the power supply from Accent Energy until the cancellation is effective.  

2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called IGS Energy on the morning of 2/6/14 to disconnect our electricity on 2/10/14. We sold our home and the new homeowner will be moving in on this date. The customer service rep told me that we had to give 3 business days notice (today does not count, so really it is 4 business days), otherwise we would be charged a $50 cancellation fee. After I asked to speak to her supervisor a few times, she went and spoke to her, then got back on the phone and said the same thing. I asked if there was a manager I could speak to, and after asking a couple more times, the supervisor finally got on the phone. She just reiterated their policy, and said she could do nothing to help (even though we have been a long time customer), and did not have a manager that I could speak to. Why should we have to pay for someone else's utilities? I will never use IGS Energy again!

Desired Settlement: I would like the electricity out of our name on 2/10/14 without being charged an extra $50.

Business Response: Our records show that we have only one account for service to the residence located at 11502 ******** DRIVE HOUSTON, TX 77099-4679 which was enrolled under a name that is different than the complainant’s and service was disconnected in July of 2008. If Ms. ******* can provide a Center Point account number or other residence information we would be happy to continue our research.

Consumer Response: The service address was 1118 ******** Way Dr., Richmond, TX 77406.

Business Response: Per the customer’s call request of 2/6/2014, our customer contact center explained that a de-energize request was needed in order to disconnect service to the residence located at 1118 ******** Way Dr., Richmond, TX 77406. She advised that they had already moved out of the location.  In the state of Texas, in the event that a customer is vacating the premises the supplier must notify the utility of the date the customer desires to discontinue delivery service to a particular location, through a third party verified de-energize request (move out transaction). This ensures that there is no one else at the residence that would be affected by the request and to allow time for the utility company to process the power disconnection. The the timeframe to completed this process is a minimum of 3 business days and could take up to 10 days to complete. Due to the timing of Ms. *******’s call, the earliest completion date was February 11th. She completed the de-energize request for said date. Center Point Energy accepted the move out request, with the drop effective date, of 2/11/2014. Remittance will still need to be made on the power supply from IGS Energy until the cancellation is effective. The final invoice will reflect service from 1/11 – 2/11/2014. There is no early termination fee associated with de-energizing service.   Thank you for the opportunity to research and address this complaint.

Consumer Response: did you not read my complaint?  I understand your policies, but are you human?  Are you telling me that nobody could take the utilities out of our name one day early?  Thanks for understanding my situation.



2/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A man in a yellow jacket with a credentials IGS Energy badge came to my house misrepresenting himself as working for a company in partnership with my current energy provider, AEP. Due to the fact that he presented documentation from AEP and he knew specific facts about my bill and he presented himself in a very professional manner, I thought him to be legitimate. The gentlemen was very convincing and personable. Thinking twice about it, I feel that he made personal conversation with me about the pictures in my living room and things around my house to distract me from what was really going on. What he was really doing was using misleading tactics to get me to switch energy companies to his third party company IGS Energy (which is a scam in my opinion now having done some research on it). Everything was really rushed and when got me on the phone with a representative of their company to confirm the sale, he distracted me by showing me fuel rewards while the rep was talking on the phone. Luckily I was able to cancel the same day not suffering any penalties after inconvineceing myself. Usually I am skeptical to this kind of thing, but he was very very convincing through his methods of deception and misrepresentation. When I asked several questions about his partnership with my energy company, he straight up lied to me. Of course I called him this morning after my husband and I did our research and I called him to let him know I didn't appreciate his shady tactics and I will not be doing business with them. I believe their marketing methods of going door to door and deceiving people into believing that they have some type of partnership with AEP energy should be illegal.

Desired Settlement: I would for their practices of going door to door and deceiving people into believing that they have some type of partnership with AEP energy to be investigated. I see based on what others have written in their BBB complaints and Yelp.com complaints that I am not the only one with a similar experience.

Business Response:

Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they re-train sales agents.

Accent Energy finds that authorization was given on January 30, 2014 via third party verification (TPV) phone recording authorizing the switch to our electric supply service at the fixed price of 6.99 cents per KWH through 5/31/2014. I have attached another copy of the terms and conditions of our sales agreement which originally mailed on 1/31/14. Since no attempt to cancel within the rescission period was made, the enrollment was deemed valid.

The account is slated to begin flowing with our electric natural gas supply effective February 26, 2014. As disclosed in the terms and conditions of our service agreement, there is no penalty to cancel. Please respond to this complaint if you desire me to cancel the enrollment or call customer care at ***** ********.

Regards,

**** *****

Compliance Coordinator

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: 9908221

I am rejecting this response because:

I did call to cancel with IGS at ************ the same day I was mislead into making the switch to IGS by the agent that came to my door into switching over companies. He told me that I was not switching, but that IGS was in partnership with Columbia gas and AEP Energy and that my bills would still come from them, etc. I was given this confirmation #********* for cancellation with IGS. As long as I do not have anything to do with IGS energy and I am serviced by Columbia Gas and AEP Energy as usual, then I will be satisfied. I have called IGS and asked them yet again to cancel my services with them and have also called AEP and Columbia Gas to continue my services. IGS should really look into their door to door sales shady and misleading tactics. 


Regards,

***** ****

Business Response:

Our records show that the customer’s wife called 2/3/2014, and our customer contact center informed them that we were in receipt of the cancellation request submitted to Columbus Southern. The utility assigned a drop effective date of 2/26/2014, returning the account back to the utility for supply service. This means that the account will not flow/invoice with our electric power supply.

Thank you,

**** *****

Compliance Coordinator

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ****

2/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An IGS Energy Rep came to the door today (1/24/14) and told me he could reduce my **** bill for three years. After reciting his speech in one breath, he asked to see my **** bill. He told me that I was paying too much and he could cut the bill in half. At that point I didn't know how to read the *** * bill as my partner takes care of it. After he filled out the information on the agreement, he finally told me that he wasn't with ****. I told him that I wanted to wait until I could talk with my partner about it and that I wasn't comfortable signing something right now. He proceeded to tell me that I'll be okay as I now have a fixed rate for three years. I signed it mostly to get him off the property (my fault) and tried calling to cancel upon researching IGS Energy. First I tried the customer service #, and that routed me to "Accounts Enrollment" once. The woman who answered routed me to the Customer Service center, but I thought maybe I just pressed the wrong button. Then I called again, making sure I pressed the right keys. I got rerouted to Accounts Enrollment again. I hope this really is just an error on their part and not some shady practice of routing cancellations in loops hoping that we'd be too tired of waiting.

Desired Settlement: Please cancel the agreement and send a written confirmation to the address listed. Remove my name, address, phone number and any other contact information from IGS Energy's database thereafter. I do not wish to be contacted by IGS Energy after receiving complete confirmation that I will not be charged for their services because I have made every attempt to cancel within the three business day period after the agreement was signed.

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they re-train the sales agents. The IGS enrollment was cancelled and the account will not bill with IGS.

2/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales people called and stated that they were our suppliers of Gas last year and wanted to give me a new fixed price for gas. I informed them that i didnt think they were my gas supplier but they again stated they were. They set up the new price. After the call i checked the gas supplier we had for the past year and it was not them. I called them back within the hour to cancel the contract and was informed it was canceled. Four days later i recieved the contract in the mail. This company needs more oversight of it sales force.

Desired Settlement: No money involved. They should not lie to sell their product.

Business Response: We appreciate the complainant’s feedback and have notified the third party telemarketer of the complaint and requested that they re-train representatives. We have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in an effort to stop any future solicitation.  

1/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a 68 year old mail that is handy cap and had a sales person that came to my door from IGS ENERGY,I live at 29 ********* Road in Baltimore md and the sales person said they could make me a less monthly charge but just got my first bill for $333.87, and my last bill from the *** company here in BALTIMORE .MD was for $175.41,I hope your office can do some thing about IGS SENDING SALES PEOPLE from IGS ENERGY THERE in 6100 Emerald Pkwy,Dublin OH to Baltimore .md to stop ripping old or any people off

Desired Settlement: nnot to miss lead people and old handy cap people with one leg and with a fixed income

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint. Find attached a copy of the terms and conditions of our service agreements provided in writing on 11/1/2013, after the customer authorized enrollment via third party call recording. Upon receipt of the terms and conditions, the customer had three business days to review and rescind the agreements without penalty. Since no attempt to cancel within the rescission period was made, the natural gas and electricity enrollments were deemed valid. Per the customer’s request of 1/13/2014, our customer contact center submitted the cancellation requests to ****. **** will assign a drop effective date, returning the account back to the utility for supply service. This can take 1 to 2 billing cycles to complete, based upon where the account is at in the meter read cycle. Remittance will still need to be made on the power supply from IGS Energy until the cancellation is effective.

1/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is in regards to agent id# #####. The young girl promised me savings on my PG&E bill but my bill this past month was actually extremely high.

Desired Settlement: none.

Business Response: Thank you for forwarding the information from **** ****** *****. We are unable to reply on the website, due to the type of notification the consumer file; however wanted to relay that we notified the third party sales vendor of the complaint information and requested that they take corrective action and re-train their sales agents. Additionally, we added the email and mailing addresses provided to our Do Not Solicit list, in an effort to stop future solicitation.    Thanks,   

Business Response: ***** **** ***** *****************************  ***** ******** ******* *** **** **** ** *** ************************************ ******** *** *** **** * *** ******* **** *** *** ** ******* **** ********* ********* 

Thank you for forwarding the information from **** ****** ****** We are unable to reply on the website, due to the type of notification the consumer file; however wanted to relay that we notified the third party sales vendor of the complaint information and requested that they take corrective action and re-train their sales agents. Additionally, we added the email and mailing addresses provided to our Do Not Solicit list, in an effort to stop future solicitation. 
 
Thanks, 
  **** ***** 
********** ***********   
 #########
##########
IGS Energy  ::  6100 Emerald Parkway  ::  Dublin, OH 43016
***************** * ********************  

 

1/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is in regards to one of your sales representative. Her name is not clearly written on the paper, but her badge number is *******. I recently received a letter from IGS Energy, PO Box 9060, Dublin OH 43017 about how i am now no longer a **** customer and i will be switching to IGS energy as my utility company. This letter stated that i am now in a program that i had not wanted to begin with. She was a deceptive girl and extremely pushy not to mention very rude. Even after saying politely that i was not interested, she was very aggressive and insisted that i go and retrieve my bill. After making a phone call, she left me some paperwork and went off. After stating that i clearly had not wanted this program, i find the letter mailed to me and my **** bill is now extremely high. Not only that, but i have to pay two different bills. This is an unethical code of conduct and i wish the girl to be terminated from her job.

Desired Settlement: Termination of agent id# *******

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they re-train the sales agents. Find attached a copy of the terms and conditions of our service agreement that was provided in writing on 9/22/2013, after the customer authorized enrollment via third party call recording on 9/21/2013. Upon receipt of the terms and conditions, the customer had three business days to review and rescind the agreement without penalty. Since no attempt to cancel within the rescission period was made, the enrollment was deemed valid. Per the customer’s complaint, we have submitted a cancellation request to ******* *** * ******** (****).  **** will assign a drop effective date, returning the account back to the utility for supply service. This can take 1 to 2 billing cycles to complete, based upon where the account is at in the meter read cycle. Remittance will still need to be made on the power supply from Accent Energy until the cancellation is effective. As a courtesy we have reversed the late fee accessed for the December 4 invoice that was due on the 24, 2013.  

1/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An IGS representative came to my door claiming a closer relationship with my electric company. This relationship was misrepresented. The representative asked to see a copy of my electric bill to see if I qualified for a lower stable rate. Foolishly, I provided the information and signed the form. After conducting some research, I discovered that this rate is typically loaded with additional fees.The representative told me that there would be a phone call that I needed to confirm this transaction. I did not answer answer the call. The representative then called me back looking for the confirmation number. I then told him that I wasn't interested and would like to cancel. He said that because I didn't have a confirmation number, I would not need to do anything else to cancel.I am annoyed with the sales-tactics of the IGS representative. These folks need to CLEARLY explain who they are and their relationships the actual service provider. The appears to be intentional deception involved in their sales tactics.If this was not an IGS representative, then IGS needs to be aware that there is some fraud going on under their pretext. Though, given other complaints, it is unlikely this was not IGS.

Desired Settlement: Confirmation that no alternations to my electric service will be made. And no further solicitation requests from IGS at any point in the future.If this was not an IGS representative, then I would like IGS to inform me so that I can take additional steps to protect my electric account from fraud.

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they take corrective action in retraining the sales agents. After searching our systems, we do not have an enrollment for the name or address provided. If you want to provide the utility account number we can search again, to confirm by that. We have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in an effort to stop any future solicitation.

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they take corrective action in retraining the sales agents. After searching our systems, we do not have an enrollment for the name or address provided. If you want to provide the utility account number we can search again, to confirm by that. We have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in an effort to stop any future solicitation.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

1/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company calls us weekly even though we said to stop. They send mail all the time. Today they had a representative walking through our neighborhood coming door to door. I informed the gentleman that this is a no soliciting neighborhood, which is posted at the entrance. He said he was sorry, but didn't leave until he took pictures of my electric box with his iPad. Then I saw him walk to my neighbors. Apparently he doesn't understand no soliciting. He didn't have a permit.

Desired Settlement: I want them to quit contacting us, and they need to stay out of the neighborhood unless they have appropriate permits.

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor.   In an effort to stop any future solicitation, we have added the email and mailing addresses provided to our Do Not Solicit list.  

1/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS will not leave me alone, and despite my protests, continues with its deceptive and intrusive door-to-door sales tactics.Each time an IGS rep comes to my door, the same thing happens:1. The rep claims to be from AEP, despite wearing an IGS uniform.2. The rep states that he is on a service call to verify the accuracy of my AEP bill.3. I tell the rep to leave.4. Rep refuses.5. I threaten to call police.6. Rep leaves.This happened again today, and I am sick of it.This is clearly a systemic practice of IGS, and needs to stop.I am also contacting AEP's legal dept, because IGS employees are impersonating AEP.I am also contacting the FTC, and the Ohio AG's office.

Desired Settlement: 1. I'd like IGS to stay away from my home, and leave me alone.2. Please revoke accreditation. This is not a one time incident.Please look at the complaint history for the company, this seems to be a systemic problem.

Business Response:

In order to stop any future door-to-door solicitation, we have added *** ********* to our Do Not Solicit list, using the phone number, email and mailing addresses provided. IGS Energy has notified to our sales teams to retrain representatives. We take complaints of this nature very seriously, so please notify me if you receive any additional visits. 

Thank you for the opportunity to address this dispute.

 

Sincerely,

**** *******

Compliance Manager

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

The problematic practices are clearly systemic and not an isolated incident.

Rather than simply place me on its do-no-solicit list (which is a good start), IGS should address its systemic problem,
and BBB should suspend or revoke accreditation in the interim.
 

Regards,

****** *********

Consumer Response:

BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

We have closed the duplicate complaint and copied the additional information submitted and manually posted it to the original complaint case below. Based upon this new information we are resuming BBB Dispute Resolution Services. We appreciate the patience and understanding of the parties.  

 Consumer’s Additional Information Concerning  Complaint:

Despite the countless times that I have asked IGS to leave me and my family alone, they will not.We had another IGS sales thug come to our home this evening, despite their promise to leave us alone after the last time we file a BBB complaint back in August.Like the previous times, the IGS rep initially claimed to work for AEP Ohio, despite wearing an IGS uniform. He was asked to leave and initially refused. He only left once my wife picked up the phone to call the Whitehall police.When I complained back in August, I asked that IGS leave me along, and that the BBB revoke accreditation based on the clearly (countless complaints shown on BBB.org about harassment by IGS sales team) systemic problem that IGS displays.IGS's response was to place my name on its Do-Not-Solict list.Today, Tuesday Dec 17 2013, IGS came by and harassed me and my family again. This shows that IGS's previous response was in bad faith.I strongly urge BBB to revoke accreditation.

Consumer’s New  Desired Resolution:
IGS must leave me and my family alone.BBB should revoke accreditation.

Business Response:

We have confirmed that Mr. *********’s contact information was added to our Do Not Solicit list, back on August 8, 2013. We reached out to our third party sales vendor whom verified that his contact information was added to their Do Not Solicit list, as of August 15, 2013. Additionally, they have not had any sales agents in the Columbus area of Beechbank Road, in the last 30 days. Per our phone conversation with Mr. ********* yesterday, we have to wonder if the area is being solicited by other companies other than IGS Energy. Perhaps placing a “no solicitation” sign on the door would deter any door to door solicitation traffic.  

We take these complaints very seriously so please let me know if you receive any additional visits from our company. If possible, providing a description of the person, their clothing, time, date would help any further research.

Sincerely,

**** *******

Compliance Manager

Consumer Response: I am rejecting this response because:

The business denies that its sales reps were in the area on the night in question.  My wife and I are both eye witnesses to the contrary.

The business claims suggests that someone else may have been soliciting that night.  My wife and I are both eye witnesses to the IGS uniform and IGS IDs worn by the representative who came to our door.  Furthermore, although the representative originally stated that he was with AEP Ohio, upon further questioning he admitted working for IGS.

Clearly the business is misrepresenting the facts in its response.

Accreditation MUST be revoked at this point.  Please revoke accreditation, as the business has demonstrated that it is unwilling and/or unable to live up to BBB's accreditation standards, and has systemically failed to abide by BBB's code of advertising.  Allowing the business to remain accredited makes a mockery of the accreditation process, and devalues accreditation for good businesses.



Consumer Response: Unfortunately, I do not have the name of the IGS representative who visited earlier this week. I'd recognize him in a heartbeat, and could pick him out of a lineup if necessary, but I did not get his name.  As I have stated before, he wore an IGS uniform, and had an IGS ID badge.

Furthermore, IGS' denial that it had any sales in the area on the night in question in no way lends credibility to its claim that none of its reps were in the area soliciting. IGS sends reps out here very frequently (at least twice weekly). Most likely anyone that would have wanted to sign up, would have already done so a long time ago.

However, yet another IGS representative came to my home this evening!  I made a point to get his name. He identified himself as ***** ****, and his IGS identification card matched.

Unlike any of the previous reps, Mr. **** properly identified right away that he was with IGS, and was actually polite. Like all of the previous reps however, Mr **** wore a yellow IGS jacket, an IGS baseball cap, and an IGS ID badge on a lanyard around his neck.  Like all the previous reps, Mr **** also denied having a solicitation license from the City of Whitehall.

I mentioned to Mr. **** that I am already supposed to be on IGS's do not solicit list, and he informed me that was unaware such a list even existed. I asked Mr **** why he does not have a solicitation license, and he told me that IGS told him he does not need one.

I trust BBB will find this as satisfactory clarification that it is indeed IGS who continues coming to my home to solicit.

Furthermore, it appears that IGS *may* be misleading its own employees - however that would require more research to determine.

What is absolutely undeniable at this point is that:
1. IGS is misrepresenting the facts to the BBB in its response to my complaint.
2. Despite IGS' statement that it added me to its do-not-solict list, it continues to send reps to my home.
3. Despite IGS' promise to the BBB that it would secure necessary permits, it has failed to do so.

Many good businesses, businesses that do not engage in such practices, pay for BBB accreditation under the assumption that ONLY good businesses are eligible, and that they will therefore be able to show-off their goodness by being accredited.  Allowing IGS to remain accredited harms the credibility of BBB accreditation itself, and therefore does a severe disservice to the many good businesses that  become accredited.  Furthermore, allowing IGS to remain accredited despite its blatant disregard for BBB's published requirements, misleads and potentially harms consumers.

Therefore, I must reiterate my insistence that IGS' accreditation MUST be revoked.

Business Response:

IGS insists on compliance with all pertinent solicitation permit requirements.  Any comment suggesting otherwise is inaccurate. Moreover, the solicitor’s alleged lack of familiarity with a DNS request falls short of IGS expectations. This matter will be brought to the attention and addressed with both the DTD contractor and office manager overseeing sales activity.

1/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Earlier today a salesman came to my door requested to see my electric bill, the implication being that he represented *** (my current electricity provider). He continued to say that they were going to change my electricity rate by -10%. He filled out some paperwork that I was clearly supposed to be given time to read and fill out myself, and told me to sign at the bottom. After I signed them he told me someone was going to be calling me and to just say yes to their questions. Since I got home and have gone through the fine print that references some "contract" that I was never shown, I did some searching to find out that IGS is essentially a scam company that makes its money from insane service charges and cancellation fees. Having caught onto the scam so early and contacting ***, I think that they are going to take care of it before anything takes effect. Everyone in northeast Ohio should absolutely be aware of these guys!

Desired Settlement: I would like IGS to void any contact that I am subject to and discard any information that they have collected from me.

Business Response:

Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party vendor of the complainant’s negative experience. Further we have requested that they retrain all sales representatives and requested that they shred the wet signature, paper contract.

 Per the enrollment, completed on December 11, 2013, the account was slated to begin flowing with our power supply effective January 20, 2014. Per the customer’s request, the cancellation for the account has already been processed. We have confirmation from **** ***** that we are not the REP of record on this account, thus the account will not flow with our electric power supply.

Finally, we have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy.

 

1/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint concerns deceptive business practices of IGS energy. I am Vice President of the ***** ***** RV Condo Assoc. We represent 216 individual owners and we have 15 different electric accounts with IGS thru **** Energy. We were approached by IGS representatives in June 2013 and we switched to IGS with the promises of significant savings beyond just the KWH rate. IGS said that we would save a LARGE amount of money with them because they could drop most all of the rider fees associated with our bills. They said they could do this because they did not have to cross state lines to provide our electric service. These promises have not been met. I have talked with representatives from IGS and their advertising agency and they have offered no help.

Desired Settlement: We are really not sure what settlement would be satisfactory. IGS's only suggestion was to switch to a different company. Two of our officers spent almost 4 hours switching to IGS. We told IGS that we would drop all actions if they would just meet the KWH rate of their competitor so that we would not have to have the hassle of changing again. They refused.

Business Response:

Attached, please a sampling of the third party verification call recordings, authorizing enrollment. The verification goes over the contract pricing and terms. Additionally, we provided the terms and conditions of our supply contract service agreements in writing, wherein no offer of savings was made. At this point, we are happy to cancel the accounts and return service back to the utility company, without penalty; however no credit adjustments are warranted.

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted IGS asking why a service I had cancelled was still being billed to me when I was told I had 72 hours in which to cancel with out being charged for the service. I cancelled within 48hrs. I had to contact them 3 separate times. The first cs rep told me I was absolutely right and it should have never gone thru and then put me on hold, came back and told me to contact the ************ company because it was their issue, not IGS. I did so only to be told I had to talk to IGS. Called IGS again and was hung up on. The final time I contacted IGS the man I spoke to told me my question was not my real question and wanted to tell me about how their prices are better than what I was previously being charged. When I explained that in my position that it was not in fact better because I had been on a budget/payment plan option with my previous company which is why I cancelled the IGS account the man laughed at me and told me that IGS did me a favor and that no such budget or payment plan existed. I requested to speak to a supervisor whom also told me that I was completely wrong. The contract started October 14 and was cancelled October 16 - I was billed for November 9th- December 10th. I didn't feel that it was right that they waited so long and then started billing me. If it was cancelled why did it take so long to go thru? And why was I being charged when the man that came to my door told me I had 72 hrs in which to cancel and I would not be charged that my services would just remain as they had been? I was perfectly fine with being charged for the 48hrs that I was on their plan but not with the entire month that did not start until so much later.

Desired Settlement: After the way that the cs reps spoke to me (hanging up on me, laughing at me, being told they had done me a favor) I do not feel I should be responsible for this entire bill. I realize I signed a contract but the way they treated me was horrendous.

Business Response:

Our records show that it was requested to cancel within the three day rescission period, per the contract’s Terms and Conditions. Unfortunately the enrollment went through before the cancellation was able to be processed. While we notice the error was on our part, we do show that the account saved $6.70 being serviced with our power supply. The account canceled effective December 10, 2013, returning back to Cleveland ************ (First Energy) for services. The account is due for service rendered from November 9 – December 10, 2013 in the amount of $135.08. I have attached a copy of the invoice, for reference. We have placed a courtesy hold on the account, to prevent collection activity and in order to allow Ms. ******* time to setup payment arrangements. The hold will be lifted effective January 31, 2014.

Ms. ******* can contact our car center toll free at ###-###-####, Monday through Friday from 6a-9p EST and Saturday from 9a-7p EST.

Thank you for the opportunity to research and address this complaint.

 

1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Igs Employees are not properly fit for what they say they are advertising. They have scrappy beards, no name tags. They come to the door forcing people for their bills. Once a customer says no they insist on getting the bill. Therefore being rough rude and pressured the consumer. They also say they offer a discount which is not true. There has been a male, about 5'6 black, wearing yellow jacket, going around saying he has a discount he will give you your gas price lower than other companies. False advertising. Supervisors have been called, there is no response.

Desired Settlement: This company needs to be shut down. I asked how they get paid for walking door to door and they said hourly but there is people who have done these jobs in the pat and they say that is false. In order to get paid they MUST enroll consumers. They do not have a schedule. They are rude, money hungry and just want to enroll. They don't bother explaining the third party either.

Business Response:

Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they re-train the sales agents. We have added the mailing address provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy.

 

12/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An IGS representative came to my house to ask me if I wanted to sign up for gas services through their company instead of **** since it would save me money. They showed me on my **** bill the cost per unit of gas compared to IGS. I was told that all I would pay is .59 per unit and that there are no other charges and that it would save me almost half on my gas bill since **** charges .99 for base and 1.27 for tier 2. Two months later I received my first bill from IGS and the charge per unit of gas is correct, but there is also a $2.95 base charge on the bill that I was made aware of in a letter one month after signing up for service with IGS. Then I realized that **** is charging me a $12 gas delivery fee that I was not made aware of by IGS. When I called IGS customer service 2 different people tried to tell me that I have always been charged that by PG&E which isn't true as I have old bills. I believe IGS is misleading people to sign up for their services by omitting important information about separate charges and the actual cost of service.

Desired Settlement: I think the IGS should be contacted and asked to retrain their customer service, and salespersons to give customers correct and complete information about costs of their services. For households with low gas usage their service actually increases the overall gas charges because of the $2.95 base fee and $12 delivery fee by ****

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party sales vendor of the complaint and requested that they re-train the sales agents. We have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy.

12/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company imposes and accumulates late fees in an arbitrary manner that is not worth litigation on the part of the consumer and I suspect has aggregated large sums of profit for the company in volume. Ideally, a class action lawsuit would be filed by the customers of this company to be refunded their late fees and remunerated for the amount of time they have spent on the phone getting the runaround on the explanation of the late fees. The notion that these late fees are the result of a contract agreement is not with informed consent.

Desired Settlement: Refund of $28.65 for arbitrary late fee "interest penalties".

Business Response: Thank you for the opportunity to address this complaint. In reviewing the historical payment history, it appears remittance has been late every month since the inception of the account. As disclosed in the terms of our service agreement, bills are sent monthly with the service period associated with each invoice being approximately thirty (30) days, based on the TDSP meter read cycle. Further it discloses that payment is due upon receipt and will be considered past due if not received by Dynowatt within sixteen (16) days following the date the bill was issued.   We have several made courtesy credit adjustments, in the past, but are unable to make any additional late fee adjustments. We would suggest the customer consider signing up for automatic payments or process payments in a more timely manner through their bank in order to stop the occurrence of late fees, as where agreed to at the time of enrollment.    

12/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Received a letter from IGS Energy, PO Box 9060, Dublin OH 43017 in care of Berlin Township residents on November 18th about our *** electric account being changed to IGS Energy. This letter states I must opt-out of a service that I did not request or I do not want. The phone number on the letter is a marketing company that said, they do not represent IGS Energy and I was told to check a directory. I called the township trustees and spoke with *****, she said this was voted on and went out for a bid. I asked *****, if anyone had bothered checking any of the hundreds of complains about this company. ***** give me the number of the snake oil salesmen *****, who read a pre-recorded statement about how this was a law. ***** was on the road and did call me back with a number for IGS Energy. I called and the service rep keep talking about a gas company, she did not know anything about the Berlin Township Trustees act, I read the letter to her. She then put me on hold and came back telling me she did not have any information on Berlin Township. She tried looking up my information by address and still did not find anything. She said, she would take my phone number and once the company had our information uploaded she would cancel. I requested a letter on this cancellation. How could a company send out this type of information and have nothing on it when you call to opt-out, I feel sorry for the people that do not read the letter and take action.

Desired Settlement: A letter of cancellation from IGS Energy for our electric service that we did not want changed.

Business Response: Thank you for the opportunity to research and address this inquiry; we appreciate the complainant’s feedback. Our records show that the customer’s account was included in the Berlin Township Community Aggregation Program. We are aware that the letter mailed has a phone number of ###-###-#### instead of ###-###-####. We apologize for the confusion this created and in order to explain, a corrected letter was mailed, showing the accurate contact information. We were able opt the customer out of the community program offering, by rescinding the enrollment. This means the account will not flow with our supply. Additionally, we have added the phone numbers, email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy.

Consumer Response: I would like a letter showing the opt out of the program, delivered to the mailing address with a confirmation number.  IGS Energy has a problem with they service reps not knowing what is going on so an emailed reply may not stand.  Written letter opting out of IGS Energy Program, stating we will not be automatically enrolled in they Berlin Electric Aggregation Program.



Business Response: We have attached copies of the letter that was mailed on November 15, 2013 notifying consumers of the Berlin Township Community Aggregation Program; and the November 19, 2013 correction letter. Additionally, I have attached a copy of the letter I mailed today in response to the complainant’s request, which reiterates our response to the online complaint inquiry.

12/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A sales representative knocked on my door today and falsely represented themselves. They were persistent is requesting I go get my DP&L bill since I had ignored the message on my bill for several months. They made it seem like they were sent by DP&L and the issue had to be resolved immediately. I declined several times but the solicitors were very persistent. When they started asking for my account number etc I realized there was no way they were sent by ****. Given the complaint history I can't believe this company has an A+ rating.

Desired Settlement: Decrease BBB rating.

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party vendor of the complaint. Further we have requested that they retrain all sales representatives. We have added the email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy.

12/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My natural gas company has been changed by the company IGS Energy. I was not notified that my gas company was going to get switched. I am locked in a contract that I did not sign, no date was entered by the "sales person". My nieces were home at the time this contract was signed and not dated, they are under age not authorized to sign any kind of contract! I have contacted IGS explained about who signed the contract and tell me they can't do anything about cancelling this contracted.

Desired Settlement: Cancellation of contract w/o fees and return me back to my previous natural gas provider ComEd

Business Response: Thank you for the opportunity to address this complaint.   We are not able to locate enrollment verification for the service address provided. This means the account will not flow with our supply services. We have notified our third party vendor of the nature of the complaint and requested that all agents be advised of the concern and undergo additional sales training.

12/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a notice from IGS stating that I had to opt out of their electric service otherwise I will be automatically enrolled in their service.I thought this was against the law.If it is not, I plan to open up a business and send my town notice that I will be charging them unless they tell me not to!

Desired Settlement: I would like a letter stating they apologize that they required me to opt out of a service I did not ask for.

Business Response: Thank you for the opportunity to research and address this inquiry; we appreciate the complainant’s feedback. Our records show that the customer’s account was included in the ****** Township Community Aggregation Program. We were able opt the customer out of the community program offering, by rescinding the enrollment. This means the account will not flow with our supply. Additionally, we have added the phone numbers, email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy.  

11/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A IGS Energy representative, ***** ****** ###-###-####, knocked on my door stating "****". I opened the door because she said she was with our gas company. She even wore a safety vest similar to what the gas company wears. She flashed an ID card too quickly to read it and I didn't push the point because I already suspected what was happening. She began talking about saving energy costs and would I show her a **** statement so she could assess it to see if we are getting the maximum benefits from ****. She gave me a brochure from IGS Energy with her name and phone as stated above. She restated that she was with **** and that she would return to see the statement that she wanted me to show her. I contacted **** and they have NO ties to this company whatsoever.

Desired Settlement: I'm not looking for anything other than stopping companies from fraudulent misrepresentations.

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party vendor of the complaint. We have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy.  

Consumer Response: The issue of misrepresentation was NOT addressed.  It was not a matter of solicitation and it was clearly stated what my complaint was.  This was a clear misrepresentation of this company passing themselves of as ****.  Upon checking with ****, I was informed that they have never even heard of this company.  I'll restate my complaint:  MISREPRESENTATION.  

Business Response: The third party vendor confirmed the following: ·        The representative, *******, was pulled off the marketing campaign for retraining. ·        During the pre-shift meeting, the said representative was wearing a yellow jacket, hat and name badge bearing the IGS Energy logo. ·        All representatives at this third party office were re-advised on how to properly present their badge to consumers. As well, they were also reminded they must wear the provided IGS Energy attire while marketing, door to door. ·        The consumer was also provided a brochure about IGS Energy.  

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

11/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS Energy representatives, on November 11, 2013, were going door-to-door in my neighborhood, touting a "rate reduction" to homeowners. The representative claimed that IGS Energy was a "subsidiary" of *** Energy. The representative wanted my elderly mother to present him with her most recent *** Energy bill, so he "could apply the rate reduction". This practice seems deceptive, and the young man was extremely pushy, refusing to get off of my porch until I, too, became aggressive. He also made a show of writing down our address because I used an expletive as my patience ran out. Even after politely saying "I'm not interested", he insisted on wanting to "answer any questions" I might have had. His reason for noting my address was not given.This strikes me as a "surreptitious switch" tactic, which is highly unethical (especially with elderly customers).

Desired Settlement: I would ask that the BBB take a look at this company's marketing practices; the aggression displayed by this young man could have easily escalated to a less desirable outcome for all involved. As for "settlement", per se, I would sanction this company for using unscrupulous marketing tactics.

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party vendor of the complaint. The third party informed us that they reached out to the customer via phone and cleared up any misunderstandings; as well they noted that they are retraining their agent. We have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy. We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits.  Thank you for the opportunity to address this complaint.

11/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I just had a knock on my door at 7:30 on a Saturday night!!! I refused to talk to the sales representative because last time IGS energy knocked on my door they proceeded to claim that they wanted to check my rates to ensure i was being charged the correct rate. This sales representative did the same before i cut him off and told him no i want nothing to do with your business and told him to have a good night and closed the door. The reason i did this was because last time IGS knocked at my door and stated they wanted to check my rates and ensure i was receiving the correct ones i listened and let them check them and of course my rates were wrong!! So to change the rate they had to make a phone call and state that i wasnt getting the correct rate and sign new contracts to receive the correct rate. Well two days later i was bombarded with cancellation invoices from MY PROVIDERS WHO WERE NOT IGS!!! If youve followed me this far then you understand they come to the door and immediately act as though they are your provider for natural gas and electricity check your rates and get you to sogn a contract with them at a lower or equal rate and dont give you the opportunity to even check if they are in fact YOUR PROVIDER!!! Watch this company they have a sneaky way if getting you to sign papers!!! I have already had to cancel the change and go back to my normal providers and them they have the NERVE to come an try it again on a SATURDAY NIGHT AT 7:30!!!!! I called my local police department and the said they have a permit to solicitate from 9am-9pm 7 DAYS A WEEK!!! This is absolutely ridiculous and i hope those in the corporate level will feel the glares their sales reps are getting when it should be theirs!!!!!!!

Desired Settlement: BE HUMANE!!!!! NOT EVERYONE WANTS TO BE BOTHERED REPEATEDLY BECAUSE THEY ARE BOT USING YOU FOR A PROVIDER!!! DONT KNOCK ON OUR DOORS AT UNREASONABLE HOURS OR WEEKENDS!!!!!

Business Response: Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party vendor of the complaint. As confirmed, the vendor was within the proper solicitation hours; however we have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy. We would recommend the consumer post a do not solicit sign at the property to assist in stopping solicitation of any kind.    

11/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On nov 14 at 8:00 pm a salesgirl from IGS Energy rang our doorbell and stated who she was and asked to see our dp&l bill to see if we had received our rate reduction. I was a little Leary of showing this and told her I wasn't interested. Then just 15 minutes later another girl did the exact same thing. I told her we were contacted 15 minutes prior and wasn't interested and that I had just paid my dp&l bill and had shredded it so I didn't have one to show her even if I was interested. She said and I quote " that's what everybody is telling me-y'all are telling stories." Wether or not anyone else told her it was true in my case and I thought this was very unprofessional. I want to be placed on their no solicit list.

Desired Settlement: Want to be placed on their do not call and do not solicit list.

Business Response:

Thank you for the opportunity to research and address this complaint; we appreciate the complainant’s feedback and have notified the third party vendor of the complaint. The vendor was within the proper solicitation hours. We have added the phone number, email and mailing addresses provided to our Do Not Solicit list, in order to stop any future solicitation from IGS Energy.

Sincerely,

**** *******

Compliance Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

***** ****

11/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I live in the metro Detroit area and I am serviced with *** Energy for gas and electric.Both times the saleswoman said she was from *** Energy and wanted to see a bill to make sure I was getting the proper discount on my gas.The first time, she was very pushy with my wife and would not leave until myself (the bill handler) came home. She was there almost 30 minutes. After she took my information, I realized that if she was with *** Energy she should have my information already. I asked her why she did not have my information then she game me background into what IGS Energy is. After saying numerous times that I did not want the service she did void the contract.The second time, two women came to the door one was from the first time. They were claiming that it was just a follow up, but then became very persistent into looking at our *** Energy bill. I said numerous times that I did not want the service and they would not leave. So I had to literally close the front door to get them to leave. I feel this is very misleading.

Desired Settlement: I would like to NOT be contacted in any form in the future.

Business Response:

We have added the email and mailing addresses provided by the complainant to our Do Not Solicit list, in order to stop any future solicitation. We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits. 

Thank you for the opportunity to address this complaint.

Sincerely,

Tara Chapman

Compliance Manager

11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The representative (**** ********) knocked on my front door. Not feeling well I did not answer. I have windows on the sides of my front door that are covered with shutters. The shutters are open just enough to see out a bit. The representative proceeded to unbutton his pants, reveal his penis and urinate on the wall of my house next to my front door. I grabbed a pair of shoes and followed him to my neighbors house where he proceeded to tell me he "didn't want to soil himself" so he choose to stand in the corner by my front door and urinate. Occurred approx. 5:30 p.m.

Desired Settlement: I would like to be contacted by a representative of the company to be made aware of how this situation was handled because when I located his "supervisor" walking my neighborhood, his response was "well I just hired him and maybe he just didn't know". I would guess the representative was in his early 20's. None of them carried any state issued identification.

Business Response: October 31, 2013 We spoke with our third party sales vendor and notified them of the complaint. They informed us that they collected the agent's sales materials, as there is no excuse for this type of behavior, and his behavior resulted in immediate termination.   We have added the phone number, email and mailing addresses provided by the complainant to our Do Not Solicit list, in order to stop any future solicitation. We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits.  Thank you for the opportunity to address this complaint.  

11/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am being billed for early termination of your services, yet your company still appears as my provider on my *** bill. When my wife called to resolve this issue, she was told that you have me on two separate accounts. Same address, last name spelled differently. My question is how did this happen, and if IGS is still our provider, why would I be subject to early termination charges? I have also been given 4 different amounts owed. $182.xx, $165.xx, $136.xx, and $123.xx.

Desired Settlement: Cancel the termination charges, and remove them from my credit report.

Business Response: We are unable to locate an account under the name, address, phone, email provided. Can you please provide the account number(s) in question so we can research the concerns further? 

 
 

Consumer Response: BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

We have closed the duplicate complaint and copied the additional information submitted and manually posted it to the original complaint case below. Based upon this new information we are resuming BBB Dispute Resolution Services. We appreciate the patience and understanding of the parties.   

Consumer’s Additional Information Regarding Original Complaint:

I had a complaint, my case # *******, IGS sent me a request for my account numbers, which they said they di not have. My answer to them, was if you have no record of me, how can I owe a bill? I have not heard a word from them, so I also assume it is a closed matter. Should they attempt again in the future, to collect, how should I proceed? Recontact you ?Thanks for your help in this matter.

Consumer’s New  Desired Resolution:

any negative data removed from my credit report

10/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been on average billing. I was contacted by the company who was formerly ******** and is now IGS energy. I noticed recently that my bill went from $225 to $340. However, two days ago informed that the had done the true up and that I owed the an additional $1300+ . I live in a 1744 square foot house and keep my central unit between 70 and 74 degrees. We keep lights off in areas that we are not using. I told them that I would pay off the amount but asked to be released from the contract. I originally signed up with ******** because they were Texas owned company. I had great experiences with them at the time. Now they have become part of IGS and this has happened I don't think that I should be required to pay a cancellation fine considering that this was NOT the company that I originally signed up with and considering I have been hit with this rather large bill out of the blue. I asked to be released from the contract and was told no.

Desired Settlement: Waive cancellation fee.

Business Response: In August we notified all ******** customers that after September 3rd all forms of communication and customer interaction will be branded as IGS Energy. The customer agreed to a levelized billing plan in June of 2011. As disclosed in the terms of our service agreement, Levelized Payment Plans allow eligible customers to pay the same amount, for the electric service portion of the bill, each month. The amount is reviewed annually to determine if any adjustments are necessary based upon how much electricity was actually used. After which we will review the account to see whether there is an overbilling or underbilling and credit adjust the account for any overbilled amount or bill for any underbilled amount. Our most recent review found an underbilling and increase the budget bill amount from 226.84 to 343.78. On October 23rd we reached out to the customer letting her know the account experienced an underbilling amounting to 1097.49 and offered her 2 options to assist her with her current balance. 1) to roll the budget billing variance balance back into the new budget billing amount or 2) to arrange a separate payment plan, in addition to the 343.78 monthly budget bill amount.   We are unable to waive the cancellation fee, as agreed to at the time of enrollment. Early termination fees would amount to $25.00 multiplied by the number of whole or partial calendar months remaining in your current Fixed Rate Term. The customer has de-activated the auto-pay feature on her account. 

Consumer Response: This is NOT the company that I signed up with and I refuse to pay the cancellation fee. I will pay what I owe for the electrical bill, but I did not sign up with IGS and I will not pay a cancellation fee to IGS since my contract is not with them.  I will be posting this to Facebook and spreading the word to everyone that I can.

Business Response: As previously provided, again I have attached the sales documentation showing that this customer signed us with our service. To reiterate, in August we notified all ******** customers that after September 3rd all forms of communication and customer interaction will be branded as IGS Energy. Again, we are unable to waive the cancellation fee, early termination fees will be accessed in accordance with the terms and conditions of our service agreement. Payment of or establishment of a deferred payment plan is due on or before November 10, 2013 in the amount of 1308.28. We are willing to work with the customer and discuss payment plan options. 

Consumer Response: I did not receive the notification.  I do have emails from ******** regarding my bills, but nothing notifying me of a change.   I have checked my emails and there is no correspondence stating such.  Neither did I receive any notification through traditional mail. 



10/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Aggressive advertising practices. I've asked IGS to remove my address from their mailing list and to stop sending me any advertisements from their company. They refuse to do so. I've contacted the company by phone on several occasions to remove my address yet they continue to send these mailings. I'm tired of getting them. I would never switch to this company and would like for them to leave me alone.

Desired Settlement: Remove my address permanently from their mailing list and block my address in their system so that I do not get any further communications from them. Send confirmation, via the BBB, that my request has been processed.

Business Response: We have added the email and mailing addresses provided by the complainant to our Do Not Solicit list, in order to stop any future solicitation. We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits.  Thank you for the opportunity to address this complaint.

10/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company signed me up for their services without my knowledge or consent. A person came to my door to try to get me to change gas suppliers. He asked to see my gas bill so he could show me how much I could save. I mistakenly showed it to him, and he stole my account information and went ahead and processed the order to change to IGS Energy for natural gas supplies.Fortunately, ******** *** sent me a postcard and I was able to cancel the change right away.

Desired Settlement: I want other consumers to know about this company's dishonest practice. I don't know how to accomplish that.

Business Response: The City of Toledo has a community aggregation program and IGS was chosen as the supplier. IGS mailed the proper opt out notice via letter, on behalf of the community to inform consumers. We have no record of the customer opting out of the program, thus the account was enrolled. I have attached a copy of the letter for your records. Effective September 15 IGS received the rescission request from ******** ***, meaning the account will remain with the utility and will not be enrolled in the community program.    Thank you for the opportunity to address this complaint.

Business Response: Attached is a copy of the letter mentioned in our online post of September 17th.

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told that IGS Energy was attempting to take my business from ******** ***, I called IGS and told them that I DO NOT want their service and to opt out of any future contracts with them. They (IGS) told me that I was opt out and to not worry. That was a big lie! I just got a notice from ******** *** today stating that IGS has told them (Columbia gas) that I am using IGS for gas service. They (IGS) hijacked my gas service, even after I called and opt out!!! What gives? How is this legal? I want to smack someone in the head for this. How do they think they can get away with this.

Desired Settlement: I want them to be contacted by the BBB and a letter to me saying the they are sorry for this out out illegal act. This needs to be brought to others attention as well.

Business Response: The City of Toledo has a community aggregation program and IGS was chosen as the supplier. IGS mailed the proper opt out notice via letter, on behalf of the community to inform consumers. We have no record of the customer opting out of the program, thus the account was enrolled. I have attached a copy of the letter for your records. Per the customer’s August 30 call, we cancelled the enrollment and effective September 17 IGS received the rescission request from ******** ***, meaning the account will remain with the utility and will not be enrolled in the community program.   Thank you for the opportunity to address this complaint.

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: IGS in the past and this week sent me a postcard stating that I had entered into a contract with them to supply my natural gas. This is a scam. I've never in my life contacted them and I've had to call my current supplier and cancel this "contract" at least twice. IGS has used my name, address and account number with my current provider without my permission. This is an inconvenience to me and should never be allowed to happen.

Desired Settlement: I never want to be contacted by IGS again.

Business Response: The City of Perrysburg has a community aggregation program and IGS was chosen as the supplier. IGS mailed the proper opt out notice via letter, on behalf of the community to inform consumers. We have no record of the customer opting out of the program, thus the account was enrolled. I have attached a copy of the letter for your records. We processed the customers opt out return mail, received on September 17. However, effective September 15 IGS received the rescission request from ******** ***, meaning the account will remain with the utility and will not be enrolled in the community program. Thank you for the opportunity to address this complaint.  

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter stating that my community has chosen IGS as its supplier for natural gas. There was a phone number offered to opt out which I called. I explained I wanted to opt out and was given a cancellation number.The person I spoke with, *****, was very rude. She laughed when I refused to give out my account number with ******** ***. I figured if they could just take over my billing why they would need my account number.Today I received a post card from ******** *** stating that I entered a contract with IGS. I called to cancel this request again. ******** *** stated that they have received multiple calls regarding this today and that they would cancel this contract.How is this possible for utility companies to do a response only change of service?

Desired Settlement: I want this to stop! No change of services with my utilities unless I request it!Thank you

Business Response: The City of Toledo has a community aggregation program and IGS was chosen as the supplier. IGS mailed the proper opt out notice via letter, on behalf of the community to inform consumers. We have no record of the customer opting out of the program, thus the account was enrolled. I have attached a copy of the letter for your records.   Per the customer’s August 31 call, we cancelled the enrollment and effective September 19 IGS received the rescission request from ******** ***, meaning the account will remain with the utility and will not be enrolled in the community program.      Thank you for the opportunity to address this complaint.

10/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS Energy continues to solicited my home numerous times a day, everyday for 6 months. I have asked them numerous times to stop. Many times they have tried forcing themselves into my residence with force demanding my personal financial information and have refused to vacate property. When attempting to dial 911 for police, have taken my cell phone hung it up and threw in my lawn. I have several small children and this poses a serious threat the safety of my home if this does not stop. My neighbors have been experiancing same issues, and we have requested their names to file Civil Protection Order from their company and employees and have been refused their names.

Desired Settlement: Stay away from my house!!!!

Business Response:

We have addressed this concern with our third party sales team and notified them to take corrective action in retraining the representative. Additionally we have added the phone number, email and mailing addresses provided by the complainant to our Do Not Solicit list, in order to stop any future door-to-door solicitation.

We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits. 

Thank you for the opportunity to address this complaint.

 

Sincerely,

Tara Chapman

Compliance Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ****

9/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A young woman representing IGS Energy stopped by my house the other day. When I answered the door, she proceeded to comment on the baby I was holding, ask how old my baby was, tell me that there are a lot of infants in our area. It seemed a little creepy. This woman's name was ******. When I told her that she would need to come back in the evening when my husband was home, she then asked if there was a certain vehicle he drives that they could be watching for. This was way over the line. I told her I wasn't going to discuss our vehicles with her. When she came by later to talk to my husband, even he was still confused about what her goals were. She kept saying she was there 'to fix our problem'. What problem? We didn't know if she was trying to sway us away from our current energy company or if this was a scam and she was very creepily trying to see where children live in the neighborhood? I've heard of this type of thing a lot recently, and I'm not a fan at all right now of IGS Energy because of their company 'representative'. She asked my husband if she could see our most recent energy bill. Just really inappropriate and unprofessional. Lots of red flags went up, and after speaking with several neighbors in the area, red flags were up all over the place about this woman and this company.

Desired Settlement: No settlement. I just want to get the word out about IGS and how creepy my interaction was with the young woman who claimed to work for them.

Business Response: The website would not allow us to post in response to this complaint, however we wanted to inform you that we have addressed this concern with our third party sales team and notified them to take corrective action  in retraining the representative. Additionally we have added the email and mailing addresses provided by the complainant to our Do Not Solicit list, in order to stop any future door-to-door solicitation. We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits. Thank you for the opportunity to address this complaint.

9/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to know why the generation and transmission charges on my bill are double the actual usage charges? My bill is $88.84; however, IGS has charged me $165.70 for generation and transmission charges. I understand that **** could not do their job in delivering to their customers so they contracted out to other companies, but these charges should not be double my usage. I was told they are 60% of my bill not 200% of my bill. This made my bill charges $273.62. What is going to happen when cold weather sets in and my usage is $200, and generation and transmission charges are 200%? That is a $620.00 bill with tax for one month. This is outrages and a rip-off.

Desired Settlement: I want to know why the generation and transmission charges are double my usage? It started with these charges being only 60% my bill and is now double my usage charges. I also want to know how to lower my charges even if it means that I have to change from IGS.

Business Response: I have attached a copy of our October 8, 2012 service agreement, for your review, records and convenience. As disclosed, you receive only one bill, issued by the local utility company, each month that contains IGS Energy’s electric supply charge plus applicable taxes and all of the EDC’s delivery and other applicable charges. Our records show that the account is being invoiced with the correct fixed rate per our service agreement.   A review of the account shows an increase in usage for the June – July service period. Please understand that usage (in kWh) is based upon meter readings and other determinants recorded by your local utility company, ****** ***** * ****** The transportation and distribution charges, installations and maintenance of your meter and lines are also the responsibility of the utility company.   We would recommend you reach out to ****** ***** * ***** with your concerns and possibly request a meter re-read or at least a review of historical usage of the service address.   Thank you for the opportunity to address this complaint.  

9/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: September 20, 2013 approx. 6pm, a young man came to the door representing himself as being with IGS Energy and that he needed a copy of my current gas and electric bill to make sure that I was getting the best rate. I advised that I was not interested as they are not my current carrier. The young man then advised that it was mandatory that I give him my bills and I asked how can it be mandatory when you are coming to my door. He then advised that if I did not give him my bills that my service would be disconnected. I asked him for his name and he walked away stating that he would be reporting me to have my service disconnected. I would like to know if this is the policy for this company since they are not my current carrier. Thank You

Desired Settlement: I would just like to report this issue and ask that if someone advises that they are not interested that they leave me alone. Thank You

Business Response:

We have addressed the issued and added *** ************ to our Do Not Solicit list, using the phone, email and mailing addresses provided, in order to stop any future door-to-door solicitation. IGS Energy has notified our sales teams to take corrective action in retraining representatives. We take complaints of this nature very seriously, so please notify us if the customer receives any additional visits. 

Thank you for the opportunity to address this complaint.

 

Sincerely,

**** *******

Compliance Manager

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ***** * ******

9/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Young man knocked on my door trying to get me to switch from Duke Energy to IGS Energy and after I told him several times I was not interested as I shut the door he said " I would hate to have to turn off your f****** electric." So I opened the door back up and asked him what he had said and he denied saying it and refused to answer when I asked for his full name again. He was very rude and high pressure and when he threatened to turn off my electric I think it is tactic they use hoping to scare people into switching to their company.

Desired Settlement: Notify Public Utilities commission if this company has a pattern of this kind of sales tactic and contact IGS Energy if they have an abundance of such complaints and let them know what the sales people are doing in the field.

Business Response: We have addressed the issued and added Mr. ********** to our Do Not Solicit list effective, August 28 2013, using the phone, email and mailing addresses provided, in order to stop any future door-to-door solicitation. IGS Energy has notified our sales teams to take corrective action in retraining representatives. We take complaints of this nature very seriously, so please notify me if the customer receives any additional visits.  Thank you for the opportunity to address this complaint.  

8/19/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: On July 25, 2013 one of your sales people called at my door despite having clearly ledgible criminal no trespass signs on the front and rear of the exterior of my home. When I pointed out the one on the frontof our home he sarcastically replied that that meant nothing to him. I had to continue to order him off of our property and he finally left. He was of average height, male, light skin african-american, with a small goatee style beard on his chin.

Desired Settlement: I will require the names and addresses of any of your sales people that may call in the future, from you so as to file charges through the local police as criminal trespassing is a felony. I have over 30 years of customer service experience myself and his approach and response was completely unprofessional, not to mention rude and antagonistic. Perhaps he needs more training or needs to go into a different field of work.

Business Response: In order to stop any future door-to-door solicitation, we have added Mr. **** to our Do Not Solicit list, using the phone number, email and mailing addresses provided. IGS Energy has notified to our sales teams to retrain representatives. We take complaints of this nature very seriously, so please notify me if you receive any additional visits.  Thank you for the opportunity to address this dispute.  

8/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A MALE PERSON RANG MY DOORBELL TODAY (7/31) AT APPROX. 2:15PM. HE VERY QUICKLY FLASHED A BADGE WHILE STATING HE WAS FROM IGS. HE FURTHER STATED HE WOULD NEED TO SEE A COPY OF MY UTILITY BILL BECAUSE I WAS "UP FOR RENEWAL OF THE SERVICE". I ASKED HIM TO EXPLAIN TO ME WHAT SERVICE DOES IGS PROVIDE. HE THEN STATED "YOU ALREADY HAVE THE SERVICE, I JUST NEED TO RENEW YOU". AT THAT TIME I TOLD HIM I DIDNT WANT TO RENEW. HE THEN WALKED AWAY.UPON REVIEWING MY ELECTRIC BILL FROM *****, I CONFIRMED MY SUPPLIER IS NOT IGS. I ALSO CALLED ***** FOR FURTHER VERIFICATION. ***** WAS ABLE TO CONFIRM THAT IGS IS NOT MY SUPPLIER.SO WHY WOULD AN IGS REP. TELL ME IT WAS TIME TO RENEW MY SERVICE, AND ASK TO SEE MY UTILITY BILL, WHEN IN FACT I'M NOT A CUSTOMER IN THE FIRST PLACE?

Desired Settlement: PLEASE DO NOT SEND A REP. TO MY HOME DURING WHAT IS NORMALLY BUSINESS HOURS...MEANING, I'M USUALLY AT WORK DURING THE DAY.IF I AM INTERESTED IN IGS SERVICE, I WILL CONTACT IGS. IF IGS NEEDS TO INCREASE THEIR CUSTOMER BASE PERHAPS SEND ADVERTISING VIA US MAIL, OR PAY FOR A WEB AD.BUT DO NOT SEND A STRANGER TO MY HOME!NO THANK-YOU!

Business Response: In order to stop any future door-to-door solicitation, we have added Ms. ******** to our Do Not Solicit list, using the email and mailing addresses provided. IGS Energy has notified to our sales teams to retrain representatives. We take complaints of this nature very seriously, so please notify me if you receive any additional visits.  Thank you for the opportunity to address this dispute.  

8/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On November 2,2012 I had a man come to my door named ****** ***** and explained that the service he was offering me was a Financial Assistance Program and told me it would cost me nothing, but just help my electricity bill go down. He also told my neighbors the same information. Afterwards told my husband and I that he was going to get drunk after work and offered us to come. Not only did he come into my house and false advertised this product, but I also get stuck with 110.00 dollar payments each month on top of my normal amount electricity bill. When I first called IGS they lied once again and said I had to contact my Electric company who informed me that they had lied. Once contacting IGS numerous times they finally cancelled my Services with them in March 2013. I had sent Emails, Called, and completely went out of my way just to cancel. They have yet to stop billing me and we are now in July. I called today and was told they refused to reimburse any money to me that they had taken, even though I had been false advertised and had gone through so much with them already. I am now facing a 550.00 bill stacked up from making these payments. I have never been so disrespected and lied to by a company in my life. Something really needs to be done. Thank You.

Desired Settlement: 800.00 Dollars, A total of all the payments I have had to make and how much they have put me behind on my electricity Bill.

Business Response: Attached find the sales verification call recording and the terms and conditions of our sales agreement. The account began flowing with IGS Energy effective December 4, 2012. The customer remitted monthly payments for our energy charges, clearly listed on the **** ***** bill. Pursuant to the customer’s March 22, 2013 cancellation request, the account returned to **** ***** effective May 6, 2013 for electric supply services. The account reflects a zero balance as of the customer’s July 15, 2013 payment. No termination fees were assessed to the account. For your convenience, we attached a spreadsheet of the accounts receivable history. Thank you for the opportunity to address this dispute.

Consumer Response: Not only was I lied to by this business and started a policy with them when false advertised, but they have raised my bill over five hundred dollars. I had no clue that I was being billed by them until march when I started calling about this issue. They have done nothing but drained a hole in my pocket and lied to me about their product. They did not start billing me in December nor did they help me in any way. They raised my bill over one hundred dollars every month on top of my normal electric bill. I expect to recieve my money back not only for the lies I recieved by this company but also for the false advertisement. If I need to get a lawyer I will do so. There is no excuse to go into an innocent person`s home and lie and cheat them for money. It is not proffesional and I will not tolerate being monipulated. I have contacted this company numerous time by phone and email, with no help what so ever and no email back. They have no respect for other people. This is a situation that needs handled before another innocent person is taken advantage of by this greedy company. I also have at least ten of my neighbors who witnessed this company lie and cheat people by coming into their home lying about their services. 


Business Response: To reiterate, we have provided the call recording of the customer giving verbal authorization to enroll with our supply services at a fixed rate for a twelve-month term. Upon receipt of the terms and conditions, the customer had seven business days to review and rescind the agreement without penalty. Since no attempt to cancel within the rescission period was made, the enrollment was deemed valid. If you review the accounts receivable history previously provided, it reflects that invoicing, which includes both Utility and Supplier charges, totaled just over $560 for the five service periods the account was serviced with our electric supply. This exhibits that the allegation that IGS alone raised the bill over five hundred dollars to be false.  

Consumer Response: It took IGS two months to begin billing me, after being false advertised and lied to how am I suppose to cancel in seven days when I had not even been billed yet and had no idea I was paying this company? Not only that, I have called the company numerous times about this subject and emailed with no responce. When I called the first time I was told to go through *** to cancel. Can I ask, do you have those recordings? When I called *** I was told that IGS lied to me and then once again had to waste my time with IGS again. Last time I had called I was still getting charged on my bill after canceling 2 months prior. Once again I will contact my lawyer if that is what it takes. I have witnesses, receipts, bills, and my cancelation notice. So if IGS is going to continue to irresponsibly neglect and not put their customers first I will gladly put this in my lawyers hands. Let me know which step to take next.
































7/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with IGS electric in May of 2012. Fast forward to May 2013, I noticed on my *** * for May that another supplier (***** **** Electric) in Dallas, Texas is my supplier of electric. I called ***** **** Electric because I never signed anything as far as a contract. They could not find my contract. So I called the PUCO, talked with **** they began an investigation, however when I was assigned an investigator named ******, she informed me ***** **** sent her faxed contracts where I signed I said, Idid not sign a contract with ***** ****. ****** stated it was my word against theirs and that was the end of that. I Now am getting calls every day from IGS for a $99.00 invoice.**** paid ***** **** Electric the $99.00 that I assume should go to IGS. These people walk around the neighborhood I am disabled, I don't know how these suppliers are able to get into accounts. All I know I feel this is a scam.

Desired Settlement: I would like this invoice for IGS to be resolved by **** since they are allowing this to go on. I do not understand what is going on at all. But people like me, cannot afford additional costs for electric service. I would like this invoice from IGS to be zero.

Business Response: Attached find the sales verification call recording and the terms and conditions of our sales agreement. Account history reveals the account has been past due since the September 2012 invoiced service period. Our records show that the last payments remitted to IGS Energy posted on May 23, 2013 in the amounts of $69.64 and $116.36. Leaving the account due and outstanding for $99.02 for service invoiced in April and May, 2013. For your convenience, we attached a spreadsheet of the accounts receivable history. The account was referred to for collections on July eighth and calls were made on the tenth and twelfth.  If payment was made to the utility for the amount in question, inquiry should be made with ****** Power and Light to research why the monies have not be transferred to IGS Energy. Thank you for the opportunity to address this dispute.  

7/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS keeps constantly calling my house several times a day trying to sell their service. They have even at times called, asking for the wrong people. They call every day, several times a day. I have requested numerous times to take my number of their calling list, because I am not interested in their service, and they won't do it. They end up calling back later that night and the next day. The guy I talked to today said his name was *****, and I again, demanded my number to be taken off their list.

Desired Settlement: Take my phone number off their calling list.

Business Response:

We have added Ms. ****** to our Do Not Solicit list effective, July 8, 2013, using the phone, email and mailing addresses provided, in order to stop any future door-to-door solicitation. IGS Energy has notified our sales teams to retrain representatives. We take complaints of this nature very seriously, so notify me if you receive any additional visits. 

Thank you for the opportunity to address this dispute.

Sincerely,

**** *******

Compliance Manager

7/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A representative showed up at our door yesterday. After trying to "butter me up" with a bouquet of cheap compliments, he requested to see my bill to verify some "changes" (better rates/discount) that were made to our account. There were never any changes made and there was nothing to verify. He never disclosed that he was actually a sales rep for IGS, but pretended that I had already gotten information from them on my bill for six months and that these "changes" were essentially already made. As I refused he insisted and told me that the neighbors also felt uncomfortable (but apparently showed him their utility bill and "signed up"). As I continued to refuse he seemed frustrated and a bit unfriendly but left. These sales tactics are unacceptable, intrusive, plainly unethical. I am encouraged that there are many complaints posted regarding this issue already.

Desired Settlement: It is my hope that IGS would recognize that these sales tactics are unacceptable and that IGS would change them. I am aware that these tactics work very well in the short term, but that does justify their use!

Business Response: We have added Mr. ***** to our Do Not Solicit list effective, July 8, 2013, using the phone, email and mailing addresses provided, in order to stop any future door-to-door solicitation. IGS Energy has notified our sales teams to retrain representatives. We take complaints of this nature very seriously, so notify me if you receive any additional visits.  Thank you for the opportunity to address this dispute.

6/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS representatives came to my door. I opened it, saw that they seemed like an energy-reseller/rate-program type of company and said "I don't want this". They proceeded to tell me that they weren't from that kind of company, while flashing a ***** bill, leading me to second-guess myself that they were actually affiliated with *****. They asked me to go get my electric bill and I almost went to get it but then I remembered that ****** ******, the same exact kind of company which I was trying to avoid, had come to my door and tried to do a similar thing a couple years back. After this my boyfriend went to the door and had to argue with the representative for a good ten minutes before the guy would leave. When we said, "If you have a pamphlet or card, we'll be glad to look it over and research it," the rep says he doesn't have anything like that and that the transaction must be carried out right now. Is there any LEGITIMATE BUSINESS on earth who can't give you time to research a decision on your own? Why are these companies allowed to try to trick you like this? In short, I have the same complaint as everyone else on the BBB complaint board and yet every response from the company pretends that the salesperson was simply a "bad apple" behaving outside the bounds of company policy. I don't think the company should have an A+ rating on BBB when they are infuriating so many and when these practices continue to be unaddressed except on a case-by-case basis. In other words, a person shouldn't have to complain in order to get their solitary complaint resolved by IGS's taking them off the call list or promising to speak to the agent involved while the company continues to engage in the same practices with others. The ENTIRE solicitation practice of this company should be changed. If you must go to someone's door, the VERY FIRST MINUTE they indicate they're not interested, you should say goodbye and walk away. This is not the training you give your salespeople and it's disingenuous to pretend it is.

Desired Settlement: I would like the company to acknowledge that its solicitation practice needs to be changed globally within the company and I would like BBB to rescind the A+ rating until these complaints stop. It is the same complaint over and over again. Addressing them as though they are anomalies is an insult. I am not going to give you the name of the specific representative who came to my door so that you can punish him individually when this is clearly the way your entire selling team operates.

Business Response: We have added Mr. Youssefi to our Do Not Solicit list effective, June 10, 2013, using the email and mailing addresses provided, in order to stop any future door-to-door solicitation. IGS Energy has notified to our sales teams to retrain representatives. We take complaints of this nature very seriously, so notify me if you receive any additional visits.  Thank you for the opportunity to address this dispute.  

6/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS energies door to door sales representative coerced my 79 year old mother to provide them with her Toledo Edison bill and her Columbia gas bill. The IGS representative is now going to switch her to their contract for electric and gas. We chased the rep. down and took back the paper work about 6 hours later I seen this same rep. digging through her trash receptacle out at the street. He apparently found the disposed of contract took it and drove away. I want nothing to do with IGS energy. My mom does not wish to have any contract with IGS. IGS is nothing more than a predatory sales scam. The sales rep. was on his cell phone giving the same information to someone at his office as he was writing out the contract on paper. The sales rep. made her feel as if this information she gave was obligatory.

Desired Settlement: No contract between IGS energies and Norma Gibbons of 1685 Archwood Lane, Toledo,Ohio 43614

Consumer Response: I accept the business response





















5/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The sales agent that came to our door, **** ******** was overly pushy, wouldn't leave, and repeatedly asked to see our utility bill. We refused repeatedly. He then asked my husband his 'entity'. After a few questions to clear up the misunderstanding, we found out he was asking my husband's 'ethnicity', a question both offensive, unprofessional, and I'm sure entirely unethical. *** ******** returned later in the day to try again... He then wouldn't provide me with his name or credentials until I literally reached out and flipped his ID badge that was hanging around his neck. This interaction with a representative of IGS Energy left such a terrible impression, I would never use them no matter how competitive their rates. They're obviously an unethical company. I plan to spread my story as far as I can so others know about the practices of this company.

Desired Settlement: I would like some sort of apology as well as a reassurance that this type of behavior will not be tolerated in future. I can't imagine ever asking that question in a professional exchange.

Business Response:

**** *********

Thank you for bring this concern to our attention.  IGS will address the sales agent in question.  IGS has also added your information to our Do Not Solicit database.  Please feel free to contact me directly with any other questions or concerns.

Thank you,

**** ******* * ********** *******

 

******  *** *** ****  *  *** 
 ************** **** *******
 *******  *  ******* **  *****

www.IGSenergy.com

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,
****** ********

5/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I spoke with ***** at your Cincinnati, Ohio office, I was advised to contact IGS customer service **** ******* which my call has not been returned or resolved. I was also advised to contact your office in writing regarding my grievance. I am enclosing copies of the original contract dated December 15, 2012 with IGS Energy, a letter of confirmation of a request to have IGS Energy dated December 18, 2012 as an electricity supplier, a letter from *** of Ohio dated January 21, 2013 explaining our budget and adjustments made, 3 bills from *** of Ohio dated February, March, and April 2013 in which we were "double" charged from IGS and *** for the same month. On the statement with a due date of March 27, 2013, there is a note of who my husband spoke with at PUCO to resolve this matter, however there were no results in addressing this complaint, finally there is a confirmation letter from IGS Energy stating they will no longer be providing services dated March 20,2013. We have still been billed in April. I feel we should not be paying 2 companies for the same bill. We were told at the time of contract it would help lower our budget with *** of Ohio. instated, it has doubled. *** of Ohio's solution was to stop our budget, but we would not be able to re-enroll until April of next year. This defeats our purpose, as we live on a fixed income and the budget plan from *** of Ohio meets our personal budget. I feel IGS Energy needs to return the months of double billing as that was not a part of our agreement. Any help you can give us would be greatly appreciated.

Desired Settlement: I feel IGS Energy needs to return the months of double billing as that was not a part of our agreement.

Business Response: Good Morning, IGS would only bill for the electric used at the home.  I have attached a saving comparison allowing IGS to supply your energy you saved $56.90. The account has been returned to ***. Please let me know if I can assist further.Thank you.  

Consumer Response: ID ******* submitted on April 25, 2012 @ 12:00 am. I am writing in regards to your letter dated May 7, 2013. Per your request I have 10 days in which to dispute your findings. I am enclosing once more the *** electric bills from January thru April of 2013. We do NOT agree with your decision of the BBB and IGS.
Per our conversation dated May 8, 2013 I called *** and they confirmed I was paying an electric bill from IGS, in addition to our regular budget amount of $119.00 per month.  We have since received your total savings of $56.90. Our decision stands regarding continued service with IGS.
We feel they misrepresented themselves regarding our budget with *** stating IGS would simply be giving us a lower rate of Kilowatts, NOT charging us twice for the same month of service, IGS's monthly electric charge and ***'s budget, they stated we would be receiving one bill from ***.
I spoke with ********* on May 7, 2013 after receiving your correspondence. Since she could not understand how we paid twice for the same month's service, I will break it down for you.
In January IGS charged $120.48 and *** charged $119.00 per out budget agreement.  We were advised from *** to pay $135.99. In February IGS charged $111.72 and *** charged $119.00 per our budget agreement. The bill totalled $230.72 and we were instructed by *** to pay the full amount.
In March I paid $74.49 and $119.00 totaling $193.49. Later in March I received my statement from *** and we were charged $103.98 by IGS and $119.00 to *** per our budget agreement. The bill totalled $260.21  I paid the balance of $37.21 from March adn $119.00 for our budget. That left a balance due of $103.98 to IGS. In April I had a charge of $106.65 from IGS from a "current electric charge due" and $119.00 our budget agreement. I fyou add the balance of $103.98 and $119.00 the total amount due is $222.98.

How can you NOT see the double payments. I don't care what IGS states, if you talk with *** I "was" paying BOTH charges.  I want the refund of the following amounts:
January       $16.99
February      $74.99
March          $ 37.20
and the final bill of May  $32.14
Totalling  $160.82

Business Response:

Good Morning,

 IGS just bills for the electric used.  Since IGS is lower than *** no credit can be issued.

Thank you

 

5/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An IGS Energy representative named ******** came to our door today and insisted on seeing our Columbia Gas energy bills, "to make sure we are getting the proper discount." I refused. ****** insisted that I had to let him see it, that IGS had tried to contact us by phone but we never answered, and that his personal visit was "a last resort." He mentioned being "authorized by PUCO" to see our bills and ensure we were being properly billed. I told him I didn't believe this was the way to verify such a thing, and he said he had no choice, and if I did not show him the bill, he would come back again.I don't want to see this man again, I don't want IGS Energy to visit my home again, and if I am being billed incorrectly by Columbia Gas, I'm sure a consumer lawyer will file a class action lawsuit and get me a refund.

Desired Settlement: I'd like an IGS Energy sales manager to call and assure me no one from their company will come to my home again without an appointment.

Business Response:

Good Morning,

Thank you for bring this situation to our attention.  The agent has been addressed. IGS has also placed you information on our Do Not Solicit list.

Please feel free to contract me directly with any other concerns.

Thank you

**** ******* | 

 

Direct  *** *** ****  |  Fax  ###-###-####

6100 Emerald Parkway  |  Dublin, OH  43016

*****************

 

5/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In January of 2013 IGS Energy attached themselves to my Columbia Gas bill as a gas provider without my knowledge or authorization which resulted in my bill being doubled. After getting $176.00 on my bill I finally got them to remove themselves from my account, after Columbia Gas notified them I filed a complaint. I have been trying to get the amount removed from my account and they will not. They claim they have been my provider for years, even though I have sent them bills indicating they were not. This company apparently has a reputation of doing this from reports I am readin. They refuse to reverse the charges they fraudulently put onto my account.

Desired Settlement: They added $176.00 to my gas bill, claiming charge for actual gas used in period they added themselves on the account. I am requesting the contact Columbia Gas to have the charges removed or issue me a full refund so I can pay it off.

Business Response:

Good Morning,

IGS did try and reach *** ******, however the number on the complaint is not valid for her.  IGS has attached a copy of the electric export for the internet enrollment we received. *** ****** can check the IP address to validate the enrollment was from her home.  *** ****** request to cancel has been honored. No credit is due at this time.

Please let me know if I can assist further.

**** ******* * ********** *******| ********** *******

 

Direct  *** *** ****  |  Fax  ###-###-####

 

 

Consumer Response:


Attached to this fax you will find email correspondence I have had with IGS
Energy and their claim that they have been my provider for years, also you will find
copies of gas bills from Columbia Gas and can see that Columbia Gas Retail was the
alternate provider until IGS Energy attached themselves on the account starting the
January 31,2013. IGS energy was not authorized by me, the person who has had this
account since my mother's unexpected dearh in August 2009. I had contacted Columbia
Gas after her death to have the account transferred over to me and they only changed the
mailing address of the account until I called about IGS appearing on the account. To be
told that ***** ***** ****** must've called them and signed up for them is ridiculous, I
have been told I signed an enrollment card, and now they are claiming I signed up via
email. Prior to them attaching themselves to my bill I had never heard of their company, I
have to research on them to find any contact information and have learned they have a
history of doing this stuff. Their claim that the number provided on my claim is not valid,
the number on my claim is ###-###-####, which is my cell phone as I do not have a
home phone. Feel free to call it yourself; you will see it is in fact a valid phone number
that I have had for some time now. The information they provided for me in the email has
the wrong phone number, more proof I never signed up for them.
All information you have been faxed today is the same information I faxed to IGS Energy
on March 30,2013, they have ignored my attempts of getting this straightened out. Even
after I initially filed the complaint with Columbia Gas IGS Energy was unwilling to
remove themselves from my account.
How is it okay for these people to attach themselves to someone's account without
authorization, which for me caused double billing.
If you need anything further please, feel free to contact me via email or the above listed
phone number, which is a valid number.
Thank you,
****** ******













































































Business Response:

Good Afternoon,

I have attached a copy of the letter IGS mailed to the customer regarding the change from Columbia Retail Energy.  IGS has provided proof of enrollment and supplier change.

No credit will be given.

Please feel free to contact me directly if you have further questions.

 Thank you

**** ******* * ********** *******

 

Direct  *** *** ****  |  Fax  ###-###-####

 

 

Consumer Response:


This was never received or agreed upon by me in December. There is nothing with my signature on it indicating my approval, because I never signed up with them. Please note the date of this alleged agreement is December 2012 after they've claimed they were my provider for years. I'm sure You can see they are putting stuff together and lying because they essentially got caught stealing.I have proven everything they've said wrong. I have proven they were not authorized to attach themselves to my account, and I've proven I do not owe them any money. If they will not issue a refund, then remove their fraudulent charges from my account. 

I'm requesting their charges He refunded or removed. 


****** **************





























5/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The IGS Energy representative came to my door and informed me that I would be switching over to IGS Energy. When I objected that I had already switched over my supplier to the company of my choice, she assured me that that had just been an introductory offer that had expired. She was very aggressive and probably bullied most of the other people in my neighborhood into switching to IGS by not presenting the sale as such, which may be a good way to get several contracts signed but is dishonest. This market was recently deregulated and merits the attention of the BBB.

Desired Settlement: This market was recently deregulated and merits the attention of the BBB.

Business Response: Thank you for your feedback. IGS energy will address your concern with the agents selling in your area. 

4/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February salesperson showed home and spoke with a adult that was home at the time. The person signed up for IGS service. When I arrived home, less tha an hour later they showed me the information. I let the person know that the utility service is not in their name and they are not authorized to make any changes on my account. They immediately called and cancelled the service. I, in return called IGS myself to confirm that the service with them was cancelled. It as confirmed. I also called my local energy servicer and informed the of what happened.Now, two months later I receive a charge from IGS on my utiliy bill of $131.48 with IGS as my electric supplier. I called and was told that the account was cancelled less than a hour after signing up and that it was "too soon for it to be cancelled in their system and the account was still active." I was also told that their account showed that I had called to confirm cancellation. There was then an attempt to solicit me to continue with IGS. My response was a flat out NO. I asked to cancel for the third time and have this sent to me in writing. At first I was told that they could not send me that in writing but could put in a request to have it done. I asked to speak to a supervisor and asked that my cancellation be put in writing and that since I had to call back again, their word was not enough. I was then told that it would take up to 48 hours to process my request.I am filing a complaint for the reasons above and feel that IGS presented themselves in a deceptive manner.

Desired Settlement: I would like my account cancelled and no further billing from IGS. I would also need to know that I would not be required to pay that service charge of $131.48 that is on my bill due April 29th. I need this in writing so that there is no interruption in my electric service.

Business Response: Good Morning, Thank you for bring this concern to our attention.  IGS has investigated your concern.  A letter confirming cancellation was mailed to you on 4-16-2013.  The cancellation request has been sent to BGE.  IGS also reviewed the billing break down, you did save $1.16.   Please see billing breakdown.   1479 KWH at $0.0889/ KWH for total bill of $131.48 with IGS 1479 KWH at $0.08968/ KWH for total of $132.64 with BGE.   Therefore IGS will not be able to adjust the usage.  Please feel free to contact me directly if you have any further questions.  

4/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A man came to my front door today at 1:15 this afternoon representing himself as being from a energy supplier named IGS Energy. He was extremely pushy from the moment I greeted him at the door. He talked very fast and would not let me get a word in edgewise. He insisted on seeing my past utility bills. When I told him I wouldn't he became even more aggressive. I then asked him for a picture ID which he would not produce but continued to talk. After asking him several times to explain himself more clearly I became upset and told him to leave. In the end I had to close the door in his face while he was still talking. He then started knocking quite loudly for about 30 seconds before he left. this incident was extremely distressing. I am 52 year old and have been around the block a few times...I can't imagine how an elderly person could handle this type of situation that borders on a "home invasion"

Desired Settlement: These people need to stop there practices immediately. They need to be investigated. It borders on a crime being committed.

Business Response:

Thank you for your feedback.  IGS will address the Sales office.

If you would like to discuss the matter further please feel free to contact me direct at the number below.

 

 

4/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: an IGS rep was at our door today at approx. 2:30 pm.ringing the doorbell. he ignored the very visible no solicitation sign posted above the doorbell. my wife did not open the door but stated'we do not want any' he persisted by loudly knocking the door. I opened the door and the man insisted on conveying something about energy rates. I said again 'no solicitation' and he said he wasn't selling anything but wanted to see my ******* bill. I told him I don't have one and he called me a joker. I said leave and he would not leave. finally he left but said another IGS rep will be back. my wife and I felt threatened. if IGS returns we will call the police and attempt to file trespass charges.

Desired Settlement: IGS (or any solicitor) should be informed that 'no solicitation' means to leave without ringing the doorbell.

Business Response:

Good Morning,

IGS will address the agent, The agent should not have knocked.

Thank you for taking the time to make us aware.

Please feel free to contact me directly with any other concerns.

Thank you,

 

 

3/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A sales representative came to my door on February 22, 2013. The sales woman told my roommates and me that *** and ******** were both overcharging us on our account. She said that this charge was because we were not enrolled with another provider with a lower rate. She claimed that once we switched our service to IGS, that we would no longer be charged this fee. When I pulled up my bill, she pointed out the price-to-compare note that states "Price-to-Compare: For tariff 014, a price lower than 7.5 cents per KWH for the same usage that appears on this bill". She said that we could call *** and ******** and get refunded the amount on our bill that was stated above this Price-to-Compare note. This amount on my bill was $38.61. I signed up with their company based on what I was told. I later called *** the next business day and found out that this was not the case, the charge was not an extra fee but was in fact my current amount due for generation and distribution of power. *** explained to me that I was given false information by the IGS Energy saleswoman. I live in the Ohio State University central off campus housing area and feel I was targeted because of this. This sales woman had mentioned that she had visited numerous houses in the area that day. I believe they are targeting college students due to their inexperience the area of housing utilities services.

Desired Settlement: I would like IGS to be contacted about this matter and to take action in regard to the saleswoman deceiving customers, as well as their practices targeting college students.

Business Response: Good Morning,  IGS was able to locate both the *** and ******** *** account.  Both accounts have cancellation being processed.  IGS will address the sales agent in question. Please feel free to contact me directly with any further concerns.

3/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The service is a scam. I signed up for their lower gas rates. They did not notify me that my contract expired. I then received a gas bill triple of what I was paying. They will not transfer the service until it is paid. The going rate of gas is .40 they are charging now .630. I have lost all savings I made over the past year. They should notify customers when their contract is about to expire and the new rate. But they were sure to send notices of late payments. I am extremely dissatisfied with this company and how they do business. They rely on customers to forget about the contract end date and jack up the price.

Desired Settlement: refund of the .63 to .439 for December 2012 to February 2013 and transfer of my service to *****.

Business Response:

Good Afternoon,

IGS is not able to locate an account for you.

Please provide the ***** account number.

You may also call me direct at number below.

Thank you 

3/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2008, I had switched my gas supply company from ******** **** to IGS Energy. After the months of what seemed to be a "good deal", their rates became obnoxious and I contacted IGS Energy via telephone in February of 2009 and revoked my authorization for them to be my gas supply company. The recorded my phone call and my voice when I cancelled my request. They confirmed that it was cancelled and even sent a letter to my home confirming the cancellation had occurred. The following month I contacted ******** **** because I wanted to be certain that it had been cancelled. I was told that it can take up to 2 billing cycles for the change to go into effect, but I was assured that everything would be taken care of. Since I had received the letter confirming my cancellation, I didn't worry much about it going forward. I just recently noticed on my ******** **** statement that IGS was showing up on my bill. I immediately called IGS asking why in the world they were listed on my bill. The customer service rep said that they could in fact see that I had requested for my account to be cancelled back in February of 2009 and they had no idea why I was still a customer. I was very upset and asked to speak with a supervisor. I spoke to ********* ###-###-####. She assured me that she would find out what was happening and get back to me. I spoke with her today and she is claiming that this is not their fault. They refuse to reimburse the large over payments that I have been paying between 2009-2013 when they should NOT have been my supplier. After their research, they are stating that ******** **** "told them that I didn't want to cancel my account with them, so they didn't". I personally called and spoke to them and revoked my authorization for them to be my supplier. They did NOT have permission and should NEVER be able to get that from anyone other than me directly. I want to be reimbursed for the difference in fees for the period of time that is in question. This company is shady, at best.

Desired Settlement: I would like to receive a refund for all of the months after my formal request of cancellation for the difference between the incorrect IGS rate and the ******** **** rate. This would be for all billing periods after February 2009 through January 2013. This total is well over $1500 from my general calculations.

Business Response: Good Morning  IGS has advised Mrs. ****** she will need to contact ******** ****.  IGS did honor her request to cancel. However the utility reinstated the account with us.  This is out of our control.  Please feel to contact me directly if  I can assist further.  

2/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/28/13 a representative of IGS visited my fathers residence. My father who is 92 years old and suffers from dementia immediately called me. I advised the representative that we were not interested and that my father suffered from dementia and he should leave or I would file a complaint with the Maryland Public Service Commission. He indicated he would leave and understood. When I got to my fathers residence the next day, I found an unsigned enrollment form from IGS. Five days later I received a letter from my fathers current supplier that his service was being switched to IGS Energy. His bills come to me, and I have full POA for all financial decisions.How in God's name could their representative process an enrollment unsigned or possibly forged on a 92 year WWII veteran with dementia. What kind of company is this. How can the BBB rate this company A+ with 8 pages of complaints. I am not done with just a BBB complaint, and getting a stupid apology. You barked up the wrong tree.

Desired Settlement: I will be talking to my attorneys on mondays on my options.

Business Response:

Thank you for bring this concern to our attention.  IGS Energy places great value on customer service. Unfortunately, there is not sufficient personal information contained in the comment to enable research into your experience. Please call ###-###-#### so that IGS can more completely review your concerns.

 

2/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband informed me that ******* *******, a IGS Energy Sales Representative, came to our apartment at 4:47pm on 01/30/2013 and advised him that he is with IGS Energy in partner with *** Electric and quote "needs to see our electric bill to see if we qualify for a "discount rate" and to go get our bill." My husband also said that the conversation was fast paced with VERY little information provided to my husband. They also had to call the "office" to confirm with my husband in which he say's he could not understand what he also said. I am not entirely sure but I think there is No Soliciting at our apartment complex.

Desired Settlement: I want my account cancelled immediately from IGS Energy please.

Business Response:

Good Morning,

 IGS will process the customer request to cancel. Attached you will also find a copy of the telephone enrollment.  The call is very clear the account will be switched to IGS energy. 

Please feel free to contact me directly with any further question or concerns.

 

 

2/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About 4 years ago, I completed the terms of a residential gas contract with IGS Energy. I changed my gas supplier to ********* Energy upon completion of the contract. A couple weeks after, I started getting phone calls every day from IGS attempting to solicit another contact. I have always declined, and requested to be removed from their calling list. I am registered on the Do not Call Registry. After a year upon the completion of the contract, IGS had no legal claim to contact me based on the rules of the Registry. Despite this, they have continued to aggressively call, and send mail attempting to reclaim my business. I have, over a half dozen times in the past 2 years explicitly asked them to 'STOP CALLING ME", "TAKE ME OFF YOUR LIST" and warned them they were in violation of the Registry. I have filed 4-6 complaints in the DO NOT CALL REGISTRY over the past 2 years. Instead of taking me off the list, recently they have responded by calling twice a day. If I don't answer, they don't leave a message, instead they intensify calling, during the morning, afternoon , and evenings. The number they call from is ###-###-####. If you Google that number there are hundreds of stories like mine posted.

Desired Settlement: IGS Energy and it's vendors, representatives, employees, or by IGS by any other possible proxy to Immediately Cease-and-desist all communications in the form of e mail, phone calls, fax, parcels, or US mail on the date of January 25, 2013, to ***** ********. All personal information on file at IGS Energy is to be destroyed, including name, telephone number, address, and any other personal information that can be used for solicitation. Any further communication will be interpreted as harassment.

Business Response: Good Afternoon,  IGS will place the telephone number of ###-###-#### on our Do Not Call List.  This will stop all calls within 24 to 48 hours.   Please feel free to contact me directly with any further questions or concerns you may have.      

2/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am on PIPP, when I went to renew our PIPP, I was told I could not b/c IGS has partnered up with ***. The problem is that IGS NEVER should have taken us on when we were on PIPP and have an outstanding balance with ***. Also, I was told at the PIPP office if I cancel IGS, then I can get back on with PIPP. I called and cancelled, they told me it would take 6 weeks. Ok, I can live with that. Next month I received a bill, the following month I received another bill from IGS, now it has been over 6weeks. Again, I called, then they tell me I have to pay off the past balance before I can be dropped. I was told I owe over $600 to pay it off. Everytime I made a payment to ***, IGS was receiving the money and *** wasn't getting anything. So how do I owe IGS anything? I pay the $600, next day I receive a bill telling me they are shutting off my electric for non payment. I paid over $600!? They tell me I still owe $200 to IGS!! How can a company take our business when was on PIPP before they came along? How can they expect me to pay both IGS and *** when I was on PIPP to help me pay ***? The company is robbing people! They haven't saved me a dime to date!!

Desired Settlement: I want the company to drop me, and return me my money so I can pay *** for my electric. I did not ask for IGS, and they should never have taken my service while I was on PIPP. Now I can't get on PIPP b/c of them! I want justice!!!

Business Response: The account canceled effective 1/7/2013 per the customer's request. We are showing a balance due in the amount of $380.84 for service from 11/2/12 - 1/7/13, invoiced on 12/6/12 and 1/10/13. We are willing to make deferred payment arrangements, in order to prevent collection activity. Pleaes contact us toll free ###-###-#### to discuss payment arrangments.

1/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received 21 calls from this IGS number (###-###-####) since 10/04/12. There were 9 calls in October, 2 calls in November and so far, 10 calls in December. They have even called twice a day! They made earlier calls but I did not keep them on my caller ID until it got to this ridiculous point. I AM on the "Do Not Call" list and I HAVE TOLD THEM THIS. I ALSO TOLD THEM TO TAKE MY PHONE NUMBER OFF THEIR CALL LIST, BUT THEY REFUSE TO DO SO. If they were my employees, they'd be out on the street looking for a job! I have the dates and times they have called. I do not answer any more when they call. I just let the answering machine pick up and they do not leave a message. PLEASE tell me how I can stop this harassment!!! I'm SURE there is a law and when I find out where to file official charges, I WILL do so. How likely am I to recommend IGS to anyone? Negative 10! Unfortunately, the slide will only go down to 0!Calls are as listed: 10/04/12 - 6:05 pm, 10/05/12 - 8:02 pm, 10/08/12 - 1:14 pm, 10/09/12 - 4:21 pm, 10/10/12 - 1:47 pm, 10/10/12 - 4:40 pm, 10/22/12 - 7:07 pm, 10/23/12 - 12:49 pm, 10/29/12 - 11:55 am, 11/14/12 - 4:58 pm, 11/28/12 - 2:55 pm, 12/06/12 - 6:33 pm, 12/07/12 - 4:42 pm,12/10/12 - 6:06 pm, 12/11/12 - 5:10 pm, 12/12/12 - 6:04 pm, 12/13/12 - 4:49 pm, 12/17/12 - 7:16 pm, 12/20/12 - 7:30 pm, 12/21/12 - 7:23 pm and 12/29/12 - 4:19 pm.

Desired Settlement: Well, according to the Law, there's a $500.00 fine for EACH VIOLATION incurred after I told them that I am on the "Do Not Call" list & to take my phone number off their call list. So, 21 x $500 = $10,500 if my math is correct. Since I didn't keep earlier calls on my Caller ID they'd be getting off easy. I assume the BBB cannot do anything about this issue. The least you can do is put a "Blemish" on IGS' report & get them to stop calling. Companies shouldn't be able to constantly harass people.

Business Response: Good Morning,  IGS did place the number on our Do Not Call List.  This will stop all calls to your home.  Please feel free to contact me directly if you have any further questions.   

1/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An IGS sales person, ***** ** - ID *****, knocked on my door today and misrepresented herself as being here on behalf of ********* Gas and Electric, which is my local energy company. Once gaining energy to my home there was a fast pitched, confusing dialog in which she stated that she needed to see my gas and electric bill. She wrote down information from my bill, while still attempting to lead me to believe that this was a standard procedure authorized by my energy company. I asked her multiple times if this was a change in my service and she directly told me, multiple times, that it was not. She left me with a copy of an IGS enrollment form with my information on it but not signed by me. She had left her cell phone number on the form so I called her after having a few minutes to digest what had just happened and told her to loose my name, account information and that she needed to be clear that I am not authorizing any changed to my utility service, supplier or otherwise. This companies tactics more resemble a scam than an energy choice. I am concerned at this time that they will change my energy supply with out my consent. Very shady!

Desired Settlement: I would like documentation from IGS stating that they understand that I have not selected them as my energy supply company. Further, the sale reps should be held to higher business ethics and full disclosure of what they are representing.

Business Response:

Good Morning,

Thank you for being this to our attention.  IGS will address the agent.  IGS does not show an enrollment for your account.  In order to enroll you would need to do a Telephone enrollment plus signed the form left at your home.  If you would like to review in further detail please feel free to give me a call directly.

 

 

1/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is "Phone Harassment!" For well over six months my cell phone will ring 2 or 3 rings, three to five times a week during normal business hours. When I answer, it ALWAYS hangs up. I have called them back (IGS ENERGY) at the same # that shows up on MY phone. ###-###-#### For 6 MONTHS I have beggged and PLEADED with them to remove my number from their calling list. EACH time they assure me they will. Each week, the calls KEEP coming. This is costing my business' money with phone costs and the disruption of my calls and or workday. I have filed a complaint with the Ohio Attorney General as well, Complaint # ******. One way or another , these calls need to STOP. I don't do business with these people that I am aware of and I don't owe them any money. Can ANYONE help?

Desired Settlement: Want calls to STOP NOW!!! Don't want to recieve calls from any of their sister or brother companies or from ANY company that has ANYTHING to do with IGS energy or its subsidiaries. EVER

Business Response:

Good Afternoon,

 Thank you for bring this concern to our attention.  IGS has placed the phone number on our DNS list.

Please feel free to contact me directly with any further questions.

 Thank you,

 

 

1/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have been getting sales calls from IGS Energy approximately 5-7 times a week for the last 3 months. My husband and I have both asked them to take us off of their calling list multiple times, stating that we are on the national no-call list. The calls keep coming, including two today alone.

Desired Settlement: We would like IGS Energy to comply with the national no-call list (and our wishes), and stop calling us.

Business Response:

Good Afternoon,

 Thank you for bring this concern to our attention.  IGS has placed both phone number on our DNS list.

Please feel free to contact me directly with any further questions.

 Thank you,

 

1/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company calls our house every day and leaves a message stating we need to call them immediately about our gas bill. We don't use this company for our natural gas provider. I have called and informed them not to call and take us off their call list. They still call.

Desired Settlement: They should be dinged for calling everyday, if we don't call them back there's a reason for it, especially when we have asked to be taken off their list.

Business Response: Good Morning,  Thank you for bring this matter to our attention.  In order to assist further could you please provide the phone number being called.  You can also call me direct at ###-###-####.  Thank you, **** ******* | Compliance Manager   Direct  *** *** ****  |  Fax  ###-###-#### 

1/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS energy has been calling our house for MONTHS and I have asked repeatedly to be removed from their calling list. They called again last week and I asked again to be removed. She said it would take 24 to 48 hours to be removed. They called again today-Christmas Eve- and I asked to speak to a manager. I feel this is harassment! I told the manager to remove me from the calling list and he said he would do it by the end of the work day today. They are calling from *** ******* ** and the number is ************* The manager tried to tell me that they may be calling from a different office. Not true! I have caller ID and it is the same number all the time. If you can help in any way please do so. I will never switch over to IGS!

Desired Settlement: I'm not sure what can be done but if you can make them stop calling here I would appreciate it. Yes, I could just not answer the phone but I have tried that and they still keep calling until they get someone to answer and then if you won't talk to them they keep calling back.

Business Response:

Good Morning, 

Thank you for bring this matter to our attention.  In order to assist further could you please provide the phone number being called. 

You can also call me direct at *************

 Thank you,

**** ******* * ********** *******

 

 

Consumer Response: Complaint: *******

IGS asked for a phone number and really didn't say they would do anything.  The number is ************ and ***********0.































Business Response:

Good Morning,

IGS has added both telephone numbers in the complaint to our DNS list.  I will research why the numbers was not remove prior.  Please feel free to contact me directly with any further questions or concerns

  

**** ******* * ********** *******

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 






















12/14/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am an IGS customer for my natural gas service, but continually receive sales calls to switch my electric supplies to IGS. I have repeatedly told the company I am not interested, I have asked them to remove my number from their sales list, I have told them to stop calling, I have complained to supervisors and been advised they would no longer call me, but the calls continue. The most recent time they called I was told they will not remove me from their Do Not Call List because I use them as my natural gas supplier. Using them for one service should not give them the right to harass me about other services.

Desired Settlement: I would like this company to cease calling me.

Business Response:

Good Afternoon,

IGS added the customer phone number and address to our Do Not Solicit list.

This will stop all calls.

Please feel to contact me directly if you have any questions or concerns.

12/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When IGS Energy came to Canton, they started off by sending me letter after letter by mail explaining their business and how to enroll in their natural gas program. I ignored these attempts after i had read some stories other people had posted on the internet. After a few months of ignoring them they sent a representative to my door with the paperwork to enroll me. I signed the papers hoping that would be the last time i would hear from them. About 6 months went by without any problems and then the phone calls started. I would receive one or two calls a week from their number. When I would answer there was nobody on the line. When i would call back they said the call was to "offer me a new lower rate!" I told them that was fine and to go ahead and apply the new rate. But the calls didn't stop after that. I continued to receive these calls at least once a week for the next few weeks. When i called back it was always the same story. I told them to remove me from their solicitation list and i was assured that i would be, but they called me 3 more times for the same issue. On the third call I had had enough and told them I was canceling my service and to NEVER contact me again. I even went as far as to speak to a supervisor warning that i would file a complaint with the bbb if I ever heard from them again. They assured me i would be put on their do not solicit list. About 2 weeks later I had an IGS represenative show up at my door unannounced asking to speak with me. I told her I was on their so called "do not solicit list" and she said she knew nothing about it. I value my privacy very much and to send someone to my front door is crossing a big line. If this issue is not resolved by the bbb i am going to make a harassment complaint with the police as well as file a lawsuit.

Desired Settlement: I obviously never want to hear from IGS Energy again and would also like to see their BBB rating affected accordingly.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:  First of all, the issue of them sending representatives directly to my door was dismissed by IGS because they use a third party service.  This is not acceptable as they were the ones who hired and instructed the third party to do so even though I was supposedly on their do not solicit list.  The second issue is them not being able to research the calls I was receiving because I did not write down the dates and times that I was called is also unacceptable.  They have an automatic dialer system that they obviously have no idea how to use, but are none the less responsible for the calls that it makes.  The third issue is that I still have not been guaranteed that the calls will stop, and it is unacceptable at this point that I should call *** ******** if I receive another call.  At this point if I get another call I will call the police and make a harassment report and take further legal action as necessary.  



Regards,

Andrew Brumbaugh






























Business Response:

Good Afternoon,

 IGS understand the customer concern.  IGS did check our auto-dialers and did not show calls made to the phone number in question.

The account has been placed on our DNS list and will not be solicited again.

 

12/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A sales representative, ******* ****** (ID# *****), stopped by my house to sell us an enrollment contract with IGS Energy. I was not home at the time, but my husband was. I spoke with ******* briely by cell phone and told him I was not interested. I told my husband that he was an IGS sales representative and that we were not interested. My husband expressly asked Mr ****** if he was a sales person and not from PECO. Mr ****** said he was not and coerced my husband into signing up for IGS. I am the account holder on our **** account and I had to leave work early to go home and cancel said transaction. I spent an hour on the phone with the customer service department trying to cancel the transaction. When Mr ****** called back to confirm our account and I explained that my husband is not the account holder and requested that he shred or return the documents with our information he was flippant and said he was just going to toss in the trash, that the only thing he could with my account information was pay my bill and he had his own bills to pay.

Desired Settlement: Written confirmation from IGS that I was never enrolled. And Mr ****** should be written up for not practicing good salesmanship and blatantly lying to potential customers.

Business Response:

Good Morning, 

Mrs. ****** account was not enrolled with IGS.  I have spoken with Mrs. ****** and reviewed the events from the evening.  I have also provided her with my direct contact information.  I can assure the concerns have been addressed with Mr. ******. 

Please let me know if I can advise further.

 

12/11/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am with *** energy. Last evening, a young man came to my door saying he is with IGS, for *** and *******, and wanted me to verify my rate was .069, by looking on my computer while he waited. I told him yes that was correct (without checking) and he refused to leave. I insisted that he leave our property, but he would not. I closed the door in his face before the confrontation got worse. He then left. Why was he here, regarding those services? He said that another person from IGS would return. I never want to see anyone from IGS again. I advised *** and their representative said that IGS was trying to sell me their service. I'm not a happy camper at this point. Thank you.

Desired Settlement: I want you to contact IGS, advise them that this practice is not acceptable, and to never bother me again.

Business Response:

Thank you for your thoughts.  IGS Energy places great value on customer opinion.  Unfortunately, there is not sufficient  information contained in the comment to enable research into your experience. IGS did however add your address to our Do Not Solicit database.  Please call ###-###-#### so that IGS can more completely review your concerns.

 

 

12/11/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ISG calls me daily stating they need to talk to me about my ComEd bill despite the fact that I am registered on the Do Not Call list and they have no ties my ComEd account. The calls are aggressive in tone and deceptive.

Desired Settlement: Stop calling me. Remove my telephone number *************) from the salespeople's calling list.

Business Response:

Good Afternoon,

Customer information has been added to Our Do not Solicit database.

Please feel free to contract me directly with any questions or concerns.

 

12/3/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a gas customer of IGS for a couple of years now. I have rejected the offer from them for their electric services. I get at least two calls almost daily from the local office concerning the electric service. I have indicated to them several times that I was not interested and please do not call me about this matter again. I still get the calls twice a day during the week, sometimes there is someone on the line and sometimes not. I spoke with a service rep two days ago and was assured that she entered it into their system not to call me or contact by any means. This did not work. I of course got a call a short time ago from them and spoke with "Alexis" who told me that she could call even though I have asked her company not to. I hung up with her and called the number back and spoke to a gentlemen and asking him how I can fix this problem to end the calls, he had no solution for me. I have emailed IGS Energy on their website in hopes of ending the calls. I do not believe this is a matter for the IG's office and it seems so petty and so easily fixed by IGS, but if that is what it will take.......Thanks for your time.

Desired Settlement: I want to be placed on IGS Energy's do not call list as I have requested from them several time.

Business Response:

Good Morning,

IGS has placed the above customer information on our Do Not Solicit database. This will stop all calls.  IGS will investigate why this had not been done on your prior request. 

Please feel free to contact me directly with  any further questions or concerns.

  

**** ******* * ********** *******

 

******  *** *** ****
 ***  ************** **** *******
 *******  *  ******* **  *****

www.IGSenergy.com

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ******1, and find that this resolution is satisfactory to me. 

Regards,

******* ****




















11/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have told them to put me on the do not call list. They continue to call several times a day. They never stop.

Desired Settlement: They need to stop calling me.

Business Response:

Good Afternoon,

 

I would be happy to make sure the phone number is added to our Do Not Call list.  Could you please provide IGS with your phone number.

 

 

**** ******* * ********** *******

 

******  *** *** ****  *  ***  *** *** ****

6100 Emerald Parkway  |  Dublin, OH  43016

www.IGSenergy.com

 

11/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Keep calling twice a day soliciting business.

Desired Settlement: stop the phone calls

Business Response:

Good Morning,

IGS has added your number to our Do Not Call Database.  Please feel free to call me directly with any further concerns.

 

 

11/17/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Like many other people who have complained about the sales calls, I too feel like this company is harassing people into taking their service. Not only do I get telephone calls constantly but I get IGS Energy sales employees at my door often. I have contacted IGS Energy at least twice and asked to be removed from their telephone and cavassing list. I still get harassed. The last person I talked to at IGS's main number said they cannot control the door to door canvassers because the work is subcontracted out. Today, the fellow at the door (even though I have a no solicitor sign up) stated that he is franchised with IGS. IGS needs to realize these practices are giving their company a bad reputation. They need to control their sub-contractors or franchise owners, whatever the truth may be. I want this company to stop calling me and cold call knocking on my door. I will never give them my business as long as I have a choice in it. They are wasting their time and mine. Please help this company to figure out how to gain control of their people and stop harassing non-customers.

Desired Settlement: See above explanation. They need to stop harassing me by phone and visiting my home.

Business Response:

Thank you for your thoughts.  IGS Energy places great value on customer opinion.  IGS has addressed your concerns with our staff.  IGS has also placed your information on our Do not Solicit listed.  Please feel free to contract me directly with any further questions or concerns.

 

Thank You,



 

11/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first contacated IGS the morning of October 26th reguarding the contract they have with my parents. I was told by 2 customer service people, my parents had until November 8th (also verified by their letter) to cancel their service. I have been trying since the afternoon of October 26th to contact them by phone to cancel - I have logged 62 attempts to reach them, the phonen line is ALWAYS busy. If we can't get through to cancel, the contract stands for another year. I have sent a letter via U.S. Mail, will be faxing a copy of notice to cancel, and will be sending an email. Having to take all of these steps to cancel a contract just because someone can't set up a voice mail (as in all of our lines are busy, please leave your name & number & we will call you back in X minutes) is beyond poor planning.

Desired Settlement: Please try to contact them to cancel the service for my parents.

Consumer Response:

From: ************ ********************* 
Sent: Tuesday, November 06, 2012 9:02 AM
To: Info BBB
Subject: complaint ID ********

Thank-you so much for you quick response to IGS Energy complaint.  An IGS representative contacted me last nite to resolve our issue.
 
Please consider the complaint against IGS resolved to my satisfaction.
 
Thank-you
***** *****

10/23/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked repeatedly--at least 10 times to be taken off of their call list and they are still calling at least twice a day. I have told them we are not interested and to quit calling. They are trying to get us to switch gas carriers.

Desired Settlement: Make them quit calling us.

Business Response:  Thank you for your thoughts.  IGS Energy places great value on customer opinion.  IGS will research into your experience. IGS will also place you information on our Do not Solicit list.    Please feel free to call me at ************ with any other concerns you may have. **** ******* | Compliance Manager ****** *** *** **** * *** *** *** ****6100 Emerald Parkway  |  Dublin, OH  43016www.IGSenergy.com

 

10/23/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Repeated, excessive, harassing, derogatory and aggressive phone calls from this company. Repeated requests to stop calling are ignored. They want me to switch to them as my energy provider. Im not even a consumer of a utility company to switch from.

Desired Settlement: They need to remove me from their call list and stop harassing me. It's gotten to the point of interfearing with my daily life! My cell phone constantly rings and I have to sort through several voicemails left daily by the company to get to the messages that actually matter.

Business Response: Thank you for your thoughts.  IGS Energy places great value on customer opinion.  Unfortunately, there is not sufficient  information contained in the comment to enable research into your experience.  Please call ************ so that IGS can more completely review your concerns.

 

 

**** ******* | Compliance Manager ****** *** *** **** * *** *** *** ****6100 Emerald Parkway  |  Dublin, OH  43016www.IGSenergy.com

 

10/23/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This business' representatives come to my apartment AT LEAST twice a day for the past week. The last one who came to my apartment convinced my roommate to change a bill in MY NAME to their service. Not only is it against the law to change a bill in someone elses name, they then tried to convince my roommate to give them MY number and lie and say that I signed up for it. A representative just came to my door AGAIN which is why I am finally filing a complaint. The company is unprofessional in their actions to get customers, as well as using illegal means to find out others information. If representatives keep coming to my apartment, I will contact a lawyer. The company needs to be flagged, as they are hitting a town full of college students who don't know any better than to sign up. The fact that they LIED to my roommate about their services, and then tried to get her to lie and say that I gave them my information is unacceptable. DO NOT SIGN UP FOR ANY OF THEIR SERVICES. IF YOU DO YOU ONLY HAVE A THREE DAY GAP TO CANCEL. My roommate called the next day to cancel our new services and they proceeded to try to talk her out of it after saying multiple times that she wants it canceled. If someone wants to cancel something, there should be no questioning involved. This is one the the most unprofessional, kniving businesses that I have ever had the displeasure to work with. They are using ILLEGAL means to get new customers, going as far as bringing old ***** bills to show their customers. They also proceeded to lie and say that my neighbors signed up for it, and we should too. I said no, and sure enough I asked the neighbors- they didn't sign up for it.. the representative was lying to customers about others signing up. DO NOT give them any account numbers, names, or phone numbers.

Desired Settlement: I want this business to no longer contact my roommate or I.

Business Response: Thank you for your thoughts.  IGS Energy places great value on customer opinion. IGS will place your address on our Do Not Solicit list.  Please feel free to call me at ************ if you have any other concerns.  **** *******| Compliance Manager ****** *** *** **** * *** *** *** ****6100 Emerald Parkway  |  Dublin, OH  43016www.IGSenergy.com

 

10/22/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS visits my house at least twice a month, ignoring my no soliciting sign, and tries to get me to give them my utility bills. After I tell them no, they tell me they will be back later that day. I have told them multiple times to leave me alone, but they keep coming back. I told them today to leave me alone again. They said they will come back in a few hours when im not so busy. I told them not to, so if they do, I will be contacting a lawyer to see if there is any legal action i can take.

Desired Settlement: I just want the sales people to respect customers wishes when they say leave me alone.

Business Response:

Thank you for your thoughts.  IGS Energy places great value on customer opinion.  IGS has address all the concern with our staff.

Please feel free to contract me directly with any other concerns.

 **** *******| Compliance Manager ****** *** *** **** * *** *** *** ****6100 Emerald Parkway  |  Dublin, OH  43016www.IGSenergy.com

 

 

 

10/21/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Yesterday a man with a briefcase and a suit approached my back-entrance door of the multiple-unit building I rent. The storm door was closed with the main door open because this is a rear entrance to the building where only tenants are allowed. Immediately my registered pit bull barked at the storm door, eager to meet our new friend. My boyfriend and I, in obvious view of the solicitor, completely ignored the dog or the man. He started yelling through the glass that he was with**** ****** and this was about our bill payment. My boyfriend approached the door and sent the dog out at him, but it turns out she's all bark and no bite and the solicitor didn't leave. My boyfriend said he wasn't the tenant and the solicitor asked to talk to who was. My boyfriend said that I was indecent at the time and the "IGS rep" started looking in the window with his hand pressed to the glass! I quickly made myself more appropriate for unwanted company and asked him who he was with. He told me that IGS is the provider for my energy company and all the service charges on my bill were unnecessary so I grabbed my bill and asked what he meant, and he just started guessing about things on my bill until he got it right. Again I asked him if he had any kind of paperwork representing his company, and I pointed out that his "badge" was too small for me to read his name or organization. He tried to explain himself but I was sick of his presence so I asked him if it mattered that I'm not the account holder, and he said that yes it matters and he can't correct any bill charges unless I'm the bill holder or spouse. He insisted that I went to igsenergy.com to correct the charges and that's where I found that this ****** isn't alone in his poor employment decision. I live in a crappy neighborhood and that ******* get you shot. Don't anyone dare give their personal information to these peepers!!

Desired Settlement: I want this employee to address me in the eye and apologize for being a pervert who thinks he can trespass and peep on people in the comfort on their own home where non-residents are warned off with signage. I also want this company to admit that their employees lie and have terrible business practices, including sexual harassment. If I ever see this man or anyone who claims to be with IGS Energy I will call the police and detain this trespasser immediately.

Business Response:  

Thank you for your thoughts.  IGS Energy places great value on customer opinion.  Unfortunately, there is not sufficient personal information contained in the comment to enable research into your experience.  Please call ************ so that IGS can more completely review your concerns.

 

 

 

 **** *******| Compliance Manager ****** *** *** **** * *** *** *** ****6100 Emerald Parkway  |  Dublin, OH  43016www.IGSenergy.com

 

10/18/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been recently receiving junk mail at an address where I have not lived for more than 20 years (**** ******* *** *****). IGS Energy is just one of the companies sending junk mail to this address. I contacted IGS Energy and asked for two things: 1) To be removed from their mailing list. 2) the name of the company from which IGS Energy received my address, so I can contact them and have this wrong/outdated address removed from their list as well. IGS Energy first claimed they do not have that information, then suggested that they would have got it from a utility company. This claim is patently false, since they did in fact acquire my previous address from some one, some where, who is also selling my previous address to several other companies who send out junk mail. Also, I have never paid a utility bill at that address. I am asking for the name of the company who provided my previous address to IGS Energy, so I can contact that company and have my name and address removed from their list.

Desired Settlement: I would like the name, address, and phone number of the company who sold/provided IGS Energy with my previous address, so that I can contact that company and have my information removed from their list.

Business Response:

Good Morning,

IGS has added your contact information to DNS database.  IGS will contact you and provide the marketing companies contact information.

Please feel free to contact me directly at *************

 

**** ******* | Compliance Manager

 

Direct  *** *** ****  |  Fax  *** *** ****

6100 Emerald Parkway  |  Dublin, OH  43016

www.IGSenergy.com

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******1, and find that this resolution is satisfactory to me. Hopefully, in the future, the company will provide training for their telemarketers, cuctomer service reps, and supervisors, to address problems like this more directly.


10/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am ****** *****, I am writing about a complaint about this company IGS Energy. I sign up 10-25-2011. Then I cancel 2 days later. But yet from teh day I cancel that company was taking money on my light bills from *****. They took this money of $367.05. I did send them this form. Notice of cancellation. They said on the phone they did'nt have it. So can you Help me in this matter? I would like all my money back. Thanks.

Desired Settlement:  I would like all my money back. Thanks.

Consumer Response: I am ****** *****, My re: case 94410943. The BBB of Chicago send you my complaint against IGS Energy in P.O. Box 9060 Dublin Ohio. I sign up with them for lower light bill on Oct. 25, 11 the Oct. 27, 11 I cancel with them right away. But since Oct. 25, 11 till now they are still on my ***** Bill. They owe me $447.00 back. Since I had wrote them and call them to cancel with them on Oct. 27, 11. So what can be done about this matter?  There what your Attorney General name & address?

Business Response:

Good Afternoon,

IGS has been able to review Mrs. *******s account history. IGS does show a cancellation being processed on 7-18-2012 per her request.  This cancellation was sent to the utility.  We must allow the utility time to process the request.  Normally one to two billing cycles.

IGS does not show record of a cancellation in October.  IGS  however show we spoke with Mrs. ****** on 12-15-2011 ,12-21-2011, 01-06-2012 ,1-23-2012, 02-06-2012, 07-07-2012 and 7-23-2012.  Mrs. ****** did not ask for IGS to be remove from her bill until 7-18-2012. 

IGS feels we have honored the questions request in a timely manner, so no credit will be given.

 

 

10/8/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Today an IGS representive knocked on on my door and identified himself and misrepresented why he was at my door. He did not state that he was selling a product or service but he wanted to see my gas bill. I feel that I should not show it to him and hesitated as he explained much that I did not understand about energy deregulation in Ohio. He wanted to fill out an invoice explaining that I would save on mmy energy bills and this was required and I had no choice because this was directed by the utility commission. I told him that I had to find out more information. He said that his supervisior was in the car, and I asked to speak with him. I talked with the supervisor and did show my gas bill to him and then he talked of the savings with IGS Energy. Then another supervisor came to my door and I told him that I needed to research this and they finally left with the third man telling me of a site to check as he walked away. First of all, I feel that your representives are unprofessional and not honest in dealing with prospective customers. Also, they lack training in dealing with the public in using tact and understanding and should never misrepresent the facts.

Desired Settlement: The IGS Energy management needs to know how the employees that visited me are representing their company to their prospective customers. They need training in customer relations and in dealing with the public in my opinion.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

***** *********






















10/5/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been receiving sales call from IGS energy 6-8 times a day including weekends. After telling the operator repeatedly not to call , they still call.

Desired Settlement: I want the calls to be stopped since I am recording the calls and if this repeats I will take legal action against the company

Business Response: Good Afternoon,I am sorry for the delay in placing your telephone number on the IGS DNS list. I have added phone number ************ to the IGS DNS list.Please feel free to contact me with any further questions or concerns.  **** ******* | Compliance Manager Direct *** *** **** |  Fax *** *** ****6100 Emerald Parkway  |  Dublin, OH  43016www.IGSenergy.com

 

9/29/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BEWARE OF IGS ENERGY!!! IGS came to my pace of business sometime in July. They claimed they were there to make sure my "gas bill was correct" I said I didn't have that information with me. They insisted on assuring my that my current gas company was not overcharging me and would like to perform a follow up and asked for a phone number where I can be reached. I have since then received close to a dozen phone calls from IGS Energy. Each time I asked to be placed on the do not call list. Earliest known time was in the 3rd week of august. It is now Sept. 14th. and i received another call. Number 6-7 since my earliest recollection. I am incredibly annoyed by their relentlessness! and I do not know where to turn. BEWARE OF IGS ENERGY!!!

Desired Settlement: Pay for my phone bill since you used up all my damn minutes!

9/29/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 09/07/2012 a gentle man came to the door claiming to be a tax credit that the state of ******** said i was entiled to . because *** ** was over charging its customers. i let this person see my last bill .he cross out some figursvon my bill and ishould see the chargeof of $32.08 go down to $22.03like afool i fell for it . he also said it may take 1-2 billings ,before i would see it happen. never mention he was selling a service . i started to not belive him ,but he had a supervisior call me on my phone .his was low on power.supervisior told me same story the number he used was ####-###-#### and 2 minutes later he called back to confrim heused####-###-#### i really fell for it . i did give him account number and date of birth to confirm the in fo hr needed to retain my discount . like i said never mention this was a sale to have me change carriers for my electric services to I G S .so i singed this form .iput it up till iwould have time to really look at it. go to find in my mail box today . this letter thanking me for changing my account sevice over to I G S ENERGY . like i said if i was told this was a sale pitch . i surely would have had delt different .

Desired Settlement: just want this cancelled with out any further charges or fees . suppose to have ten days to cancell .

Business Response:

Good Morning,

 IGS has reviewed the customer complaint. IGS has honored the customer request to cancel service. Notice will be sent to the utility today.  IGS has also attached a copy of the phone enrollment. 

 Please let me know if can assist further.

 

9/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Constant phone calls at home, several times this week. My home number is registered on the federal do not call list and I have told them to stop.

Desired Settlement: No action or follow up required.

Business Response:

Good Morning,

 

If the customer could provide the phone number in question, I would like to make sure it has been placed on the IGS DNS list.

 

Thank you,

**** *******

Consumer Response:

Please advise IGS energy to remove my home number from their list: ************ 

Thanks
*****













9/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/7/2012 an IGS Energy representative spoke to my 79yr old grandfather ******* * ****er and somehow persuaded him to sign up for IGS gas and electric rates, and to leave our former company of BGE. My first issue is that IGS has called the house numerous times and I have told them we are not interested, Please Do Not Call again, yet they continue to call and send mail trying to have us switch to them. My second complaint is that they allowed my grandfather make these changes to a bill that IS NOT IN HIS NAME(how is this even possible?) The BGE bill is in the name of my grandmother ***** * ******(his wife, who is 73 and in the first stages of senility- I handle all billing and money matters), yet she didn't have to sign or agree in anyway to let IGS be the new provider. ***** wasn't even made aware of it until it had all been switched over, I find this to be a serious issue as NO ONE{husband, child etc.} should be able to make changes to a bill that IS NOT in their own name.Thirdly my grandfather was told that BGE was always higher than IGS rates and he would always save upwards of 15% on every bill if he switch, which IS NOT TRUE{i researched the rates of IGS for the past year compared to BGE- and quite a few times BGE was the cheaper one}

Desired Settlement: Would like the BBB to investigate IGS's practices more closely. I would like IGS to implement a rule that only the persons name that is on the utility bill may make a decision- not ANYONE ELSE!I would like this to be canceled/removed from ****** account & her bill returned to normal(my grandparents live on a FIXED income-& can't afford any charges due to the shady business practices of IGS. I also belive IGS should implement a grace period longer than 3 business day to CANCEL the transactions

Business Response: Good MorningIGS will be happy to review the enrollment for *** *** **** ******** account.  In order for me to review further I will need the following information. *** *** **** ******address and BGE account numbers. **** ******* | Compliance Manager ****** *** *** **** * *** *** *** ****6100 Emerald Parkway  |  Dublin, OH  43016

 

9/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached today by a salesman for IGS Energy stating that he wanted to make sure that I was getting the best price on gas and asked to see a recent copy of both my gas and electric bills. I just had come home from the store with my arms loaded with groceries. I asked him if this was something that I had to do and he replied YES. I went and got my bills and he started filling out paperwork with my information. He never said that I had a choice in the matter. After many questions and him going around my questions I grew suspicious. I explained that I wasn't signing anything until I had made a few phone calls. He was adiment about me signing and "getting the best price". I had to tell him several times that I wasn't signing anything. He finally left my premises. Agents name is ****** **** ID#*******. IGS agents should NOT be telling customers WITH CHOICES that it is something that they have to do.

Desired Settlement: N/a

Business Response: Good Afternoon, Thank you very much for bring this to our attention.   IGS will address the concerns with the agents.  IGS does expect the agents to explain the program clearly.Please let me know of any further concerns.
Thank you    **** *******| Compliance Manager ****** *** *** **** * *** *** *** ****6100 Emerald Parkway  |  Dublin, OH  43016www.IGSenergy.com

 

8/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached about a month ago by a door-to-door sales rep for IGS Energy. She began her spiel by claiming that she had been authorized by my local electric/gas utility to "make sure" that customers were receiving correct deregulated rates. She then asked to see my utility bill. This left me both confused and suspicious until she told me that IGS could supply electricity at approximately 10% less than ****** price for this month. It was only at this time that I figured out what IGS was and what they were selling; they are part of the Natural Gas Choice program that Ohio passed many years ago that allows consumers to contract with third parties for energy delivery. I was skeptical of this person because **** had sent a letter saying I didn't have to do anything.She wanted to see my bill which I couldn't show because it is online. She wanted me to bring a laptop outside- I told her I didn't have one and was not going to let her into my houe. I told her to have someone call me instead. No one called. Last week she came back and again told me they just needed to make sure I was getting the right rate for gas service and again started the laptop thing. She basically made me feel like this was something I had to do so I printed out my bill and she proceeded to sign me up. Today I got a notice from First Energy saying I now owed them $25 for cancelling their service and got a letter from **** saying I owe additional fees. They never told me I would have to pay fees. I want this service ended. I am calling to cancel it on Monday. I am embarassed I fell for this and I am concerned about all the elderly people in my neighborhood that may also have fallen for it.

Desired Settlement: I am concerned I won't be able to cancel the service and will have to pay all these fees on top of it- NOt sure what to do

Business Response:

Good Morning,

 

IGS will address the customer concerns with the Door to Door Agent.  I have cancelled both the customer gas and electric accounts Notice will be sent to both utilities tonight.

Customer can also call and make sure her IGS enrollments have been rescinded.  This should place her back with the other supplier.  I have also attached a copy of the telephone verification.

 Please let me know if I can assist further.

 

 

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.











8/22/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received numerous phone calls from igs energy telemarketers trying to get me to sign upFor their service as my energy supplier. It is at the point of phone harassment. I simply askedThe caller for their website so I could do my own research on their company. She continued toBadger me on how they could save me so much money and wanted my information. I refusedTo give her anything and requested for her to stop calling me. I do not appreciate the high pressureAttitude of sales and reluctance to give me the information I requested. If this is the way a companyOperates then beware. Red flags are warning me that something is not right. Upon further research IHave read ****** ********** to find some consumer concerns that all should be aware of.

Desired Settlement: I would like igs energy to stop the phone call harassment. I would like ******* ****** to beReprimanded for her inappropriate sales approach and inconsideration for people she speaksTo on the phone.

Business Response:

Good Morning,

I would like to aid in resolving the complaint.

However in order to find the conversation with the agent I will need the customer phone number.

I also would like to make sure the phone number has been added to the IGS DNS list.

 

Thank you,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

****** **********


Note: The text of your complaint may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.



















8/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS Energy has visited us three times now, despite us telling them the first two times that we weren't interested. The first time the two men (well, boys) came, they claimed to be with **** Energy (not true!) and said that if I looked on page two of my bill, I would see that their visit had been scheduled. So I went and found my bill, saw that NO SUCH THING was written on page two, confronted them about it, and they very rudely told me that I was wrong and that the bill said very clearly that they would be coming to my house. I asked them to leave, at which point they became aggressive and told me that **** Energy would be unhappy with me. I said, "That's my problem and not yours" and shut the door and yet they stayed on my porch, talking to me through the door. Finally I told them to get off my property. The second time they came, the minute they said they were from IGS, I shut the door and told them I wasn't interested, and they again (different guys this time) stood on my porch and harassed me through the door. The THIRD time, my spouse answered the door, was curious about what they were offering, and after ten minutes of patiently listening to them about their services, felt scared and called the police. The police said IGS was a legitimate business and that there was nothing they could do. So, fine, maybe they're "legitimate" on paper but their sales tactics are dirty, aggressive, and scared my spouse.WHAT KIND OF COMPANY bullies people to the point that they call the police because they're afraid? IGS needs to stop these tactics immediately.

Desired Settlement: I would like this company to never visit our home again. Ideally, I'd like them to radically change their business practices as I find them to be highly unethical.

Business Response:

Good Afternoon,

 IGS will investigate the complaint.  This is not the standard IGS sales practice. IGS has a product with value to the customer.

There is no reason to mislead or be pushy. IGS will also add the customer information to the DNS database, this will stop further

contact form IGS Energy.  Please let me know I if can assist further. 

 

8/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A representative from IGS energy knocked on my door asking me to switch from **** ****** to IGS energy. I politely said no thank you and she explained the different discounts that I could receive by switching. I explained to her that I am on the PIPP plus program and I cannot switch carriers nor am I interested in switching. She then asked to see a copy of my bill and I explained that I have paperless billing and do not have a copy of my bill. This woman saw my laptop sitting on my table and demanded that I show her my bill online so that I can prove to her that I am indeed on the PIPP plus program. I explained to her that I do not have to prove anything to her and I would appreciate her leaving my front porch and taking my address off of their list. She insisted that she would be back another day and would still need to see me bill. I then had my brother in law go out on our porch and ask the woman again to leave and at that time she finally did.

Desired Settlement: I just want IGS energy to be aware of how their customer service representatives are treating potential customers and for them to remove my address from their list so that I don't have to deal with their rude representatives anymore.

Business Response:

Good Morning,

 

Thank you for making IGS aware of the situation.  IGS will address the concerns. 

IGS will add you to our Do not knock database. 

Please let me know if I can assist further.

 Thank you

 

Tara Chapman | Compliance Manager

 

Direct  614 659 5058  |  Fax  614 659 5077

6100 Emerald Parkway  |  Dublin, OH  43016

www.IGSenergy.com

 

Consumer Response:
I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

******* ******




















8/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS energy has called my number on the follwing dates: 6/02/12, 6/12/12, 6/20/12, 6/25/12, 6/28/12, 7/03/12, 7/16/12, 7/25/12, 7/31/12, 8/1/12. Each time there was no message left. I returned their call on 7/16/12 and found out who it was. I informed the agent at that time that I did not wish to be contacted anymore. He stated I would be placed on their do not call list (I am registered on the Federal Do Not Call list). On 7/31/12 I called and spoke with "****** who kept me on hold for nearly 30 minutes before I hung up and called again to ask for a supervisor. ***** called and left me a voicemail, telling me he had forwarded my information to a supervisor so they could look into why I am getting calls from them and that he had once again submitted my number to their do not call list (*****' contact info is 800-280-4474, ext 7130). I have left a voicemail for their President, but I feel that their illegal marketing practices (They are violating the provisions of the Federal Do Not Call Registry) need to be stopped.

Desired Settlement: I would like them to publicly apologize to myself and everyone else they have done this to (You can google it and find hundreds). This apology should be in the form of television, newspaper and radio. Also, I feel a permanent mark should be placed against them and that they should lose their A+ rating with BBB.

Business Response:

Good Afternoon,

I have been able to verify the phone of ************4 has been added to the IGS Do not Call list.  This will stop all calls being made.   I understand the customer states the number is on the Federal Do Not Call list.  However since the customer and IGS did business less than a year ago IGS was still allowed to call under the Federal Do Not Call rules.

If you have any further questions regarding the Do Not Call request please feel free to contact me directly.

 

 

**** ******* * ********** *******

 

 

Consumer Response: I am rejecting this response because:

Three times I was told that my number was on their do not call list.  If this sort of action is what it takes to finally get my number off of their list, then it really speaks volumes of how they do marketing.  As for the Federal list, fine.  The bottom line is that they clearly do not respect teh wishes of customers - past or potential.























8/3/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second or third complaint I have made about IGS solicitations.Today two reps buzzed me. They said they were here "about the lights." I then asked which organization they were with. The man said "****** ma'am. I need you to buzz me in." I went down instead, because IGS had claimed in the past that they were with ***** *n order to gain access to the building. Sure enough it was them. Issue #1: Lying about which company they are with in order to gain access to the building. That's FRAUD and TRESPASSING, if they do in fact enter the building on false pretenses. Issue #2: I signed up our condo complex several months ago for NO SOLICITATIONS from IGS.Here's what I believe: IGS is training their employees to lie about which company they're with. It's been consistent that IGS reps throughout the past several months have claimed to be from *****. IGS is either not communicating DO NOT SOLICIT lists or is outright encouraging reps to solicit those properties.IGS has replied so politely to these complaints in the past but is not changing its behavior. So BBB, please, downrate IGS for their illegal practices.

Desired Settlement: I would like the BBB to give IGS an F rating for the consistently shady and/or illegal practices of its reps, and for not following its DO NOT SOLICIT list.

Business Response:

Good Afternoon,

I have check the IGS Do Not solicit database. I do not show the above address listed.   I have added the above address. 

IGS has also reviewed with the door to door agents the correct script to follow.  There is no reason to state we are anything other

than IGS Energy.  IGS also reviewed with the agents about entering a build without first getting manager's permission.

There should no longer be door to door agents from IGS Energy at coming to her building. 

 

 

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

*** *****





















7/26/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ******* ***** and I recive SSI $630.00 a month and is disable and can not afford to have my lights shut off I have recently had a mild stroke and my complaint is against as well as ****** now I signed up for the energy server on June/12/2012 and changed my mind and cancelled on June/15/2012 the rep that came and talked to I asked him if I no longer wnat to cancell the server would it be a charge to myself he stated no.now I just recived my ***** bill showing a chartge freom IGS Server from June/12/2012 to 07/12/2012 and not understanding how nthe billed me and I cancelled I called IGS Server and Spoke with a supervisor ********* and she stated that she seen that I called and cancelled the account,but will be billed for two months and I asked her how that was never explained to me that I had to pay for something I cancelled she told me to take that up with ***** so I called and spoke to a Supervisor **** ****1and he told me that there is nothing they can do call IGS and take that up with them I called Bacl to IGS and spoke to a ***** and he said the same thing that I will be billed and ther is nothing they can do even though he seen that I called and cancelled on June/15/2012 and to call ***** you see whjere I am going here no one wants to remove this bill of $151.86 that IGS has charged and I can not pay it I woulf like for that to be taken off my bill due to the way it was explained that I can cancell at any time and not be charged fo anything but and not once was it explained that I will be billed two months before they remove it from ***** bill the young man name on June 128-/12/2012 is ******* ****** * ********and on June/15/2012 I spoke with *** and the cancelation # ******** I have no money to pay this which my bill is $324.90 ssome thing like that again Please I need your help to remove this off my bill if it was cancelled how can the continual to charge me and IGS refused to send the cansolation to ***** to remove it ***** said there is nothing they can do

Desired Settlement: refund the $151.86 and removee this server off my ***** bill because it was cancelled in time and not understanding how they can continual to bill me send the consolation to ***** to remove this server that has been cancelled in time to not get billed by them I am having a hard time paying my bills living off $630.00 a month again Please I need your help I am disable and feel that I was told wht I wanted to hear to sign up with this company and taken advantage of a disable person Thank you

Business Response:

Good Afternoon,

IGS did process the cancellation request right away. However we must allow the utility processing time.  This can take anywhere from one to two billing cycles.  IGS cannot waive the charge on her bill. The charge is for electricity she used.  She would have billed for the same amount of electricity with *****.  IGS just sets the rate for the electricity.  ***** *till reads the meter and does all billing.  Customer has not been over billed or double billed therefore the charges cannot be waived. 

 

Please let me know if I can assist further.

**** *******

************

 

Consumer Response: I am rejecting this response because:

if I cancelled the service with in two days how was a billed for a whole month and it was not explained nothing about any two will be on my bill they need to train they field REps to do the correctly. in stead of telling them any thing or what they want to hear or make the program sound good and that is not fair to me as well as others that is on disabilty. NO I am not accepting this nor the bill from them for $151.86 that is so wrong and they need to send the cansolation to ***** so that they can take off my bill and they will no longer to bill me, But IGS refuse to send ***** the letter so I refuse to pay a bill that is too high and can't afford to pay on  not being told the truth







7/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The week of June 11th, 2012, IGS Energy contacted us by phone about switching to them for our natural gas supplier. The lady on the phone made it sound like everyone was switching in our town and it was a matter of getting all the correct data from us. She then called a second party to verify all the information. As I was talking with him, I realized that we did NOT have to switch and we could keep our currently supplier. He told me he would stop the transfer. However, I received a letter from IGS Energy telling me thank you from switching. I also received a letter from my current supplier confirming my choice to go with IGS Energy Choice. I called my current supplier immediately and they changed it back to them - thank goodness. I confirmed with my currently supplier that I was definitely marked to switch to IGS and she said YES. Therefore, IGS did not follow my wishes and stop the process. This is unacceptable behavior.

Desired Settlement: This kind of action needs to stop.

Business Response:

Good Afternoon,

 

The customer IGS enrollment was never processed.  However, he account was placed with IGS on the VEDO SCO program.  The account has been billing on the SCO program since April 2012.

IGS cannot remove the customer from the SCO program. The account maybe removed when the SCO auction takes place or if the account is enrolled with another marketer. 

Please let me know if I can assist further.

 

Thank you,

**** *******

IGS Compliance Manager


 

7/10/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received a call from ###-###-#### which comes back to IGS Energy 14 times in the last week. Every time I answer the phone there is no one there. I am getting very tired of having these calls come in for me to answer them with no one there. I can't even tell them to take me off of their call list. It is annoying and I would really like them to stop contacting me. I am at the point that I don't want to talk to them whatsoever.

Desired Settlement: Stop calling me...take me off of their mailing/e-mail/phone list.

Business Response:

Good Afternoon,

 

I have added the phone number and address in the complaint to the IGS Do Not solicit database.

This will stop all calls and mailers to the customer.

Please let me know if I can assist further.

 

Thank you,

**** *******

IGS Compliance Manager

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9118474, and find that this resolution is satisfactory to me.

Regards,

**** *******





















7/10/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached today by a door-to-door sales rep for IGS Energy. He began his spiel by claiming that he had been authorized by my local electric/gas utility to "make sure" that customers were receiving correct deregulated rates. He also claimed that there had been a specific notice in my last energy bill that an agent would be coming door-to-door. He then asked to see my utility bill. This left me both confused and suspicious until he told me that IGS could supply electricity at approximately 10% less than ****'s price for this month. It was only at this time that I figured out what IGS was and what they were selling; they are part of the Natural Gas Choice program that Ohio passed many years ago that allows consumers to contract with third parties for energy delivery.This is well and good, but the rep's strategy instantly put me on the defensive and caused me to be wary of any deals he might have been pushing. He employed multiple bald-faced lies about his purpose and authority. The request to see my utility bill in particular was fishy. Additionally, when I took exception to some of his tactics, he became rude and assumed that I was unaware of the state of the business, repeatedly attempting to explain IGS' position in the utility pipeline but blissfully unaware of how the earlier lies had poisoned his pitch.

Desired Settlement: I would like IGS to be aware of the tactics employed by some of its door-to-door reps in my area. I expect that anyone operating under IGS' colors (directly employed or contracted; I don't know how they operate) to avoid lying or dissembling about their purpose. In particular, they should not pressure potential customers into showing reps their utility bills. I would have been much more receptive to a truthful pitch; the rep made me feel that I couldn't trust the company, regardless of the deal.

Business Response:

Good Morning,

 

Thank you for the information.  I have sent the complaint information on to the IGS sales team.  You are correct IGS does have a good product to offer.

There is no reason to mislead or pressure a customer. 

Again thank you for the feedback.


Thank you

**** *******

IGS Compliance Manager.


 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9105885, and find that this resolution is satisfactory to me.





















6/26/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I continue, for months, to recieve telephone calls, and now a letter, from IGS Energy asking me to swith to their service. I repeated say no. I am an elderly 83 years old woman not in perfect health. I am being stressed out by high pressure sales tactics from IGS Energy. This company, for the past several months, repeatedly calls me and attempts to get me to switch from Duke Energy to their service. I repeatedly inform them I am happy with my service and don't want to switch. This company will not take no for an answer, and in fact, have been calling more recently. I ask then not to call me, but they continue to do so. Last week they called again while my son was here. He heard that I was being stressed on the phone and he took the phone from me. He confronted the sales representative, and I believe his exact words were; "Leave my elderly mother alone and do not call here again". My son then hung up on them. After being told not to call back again, they called back IMMEDIATELY after my son told them not to. The sales person originally asked to speak to my son as he had hung up on him, but I would not allow that. The sales person, once again, began to ask that I allow him the opportunity to explain his offer. I again told him I was not interested, not to call, and I hung up. I received yet another call from IGS Energy asking that I switch to their service. I again declined. Then today (June 7, 2012) I received a mailing from IGS Energy asking for my private information and trying to get me to switch to their company. As stated earlier, I am 83 years old and these calls and mailings, non-stop, after I decline and they are told not to contact me is very stressful to me.

Desired Settlement: I simply ask that IGS Energy would: 1. Immediately remove me from their telephone call list. 2. Immediately remove me from their mailing list. 3. That they not contact me for services by any means (they appeared at my neighbors house asking for their Duke Energy account number).

Business Response: Good Afternoon,

In order for me to research the above I would need the phone number being called.

Consumer Response: I have submitted to you my telephone number which I DO NOT wish to make public.

However, if I am not mistaken, my telephone number was included on the original complaint, so IGS Energy should already have had my telephone number. I feel that IGS Energy is simply stalling in their response.

Consumer Response: (The consumer provided the following information per the request of the business with the additional comments provided below.)
First, they have my address and can match my telephone number with my address.
My telephone number, which I DO NOT wish to be displayed to the public at large is as follows:

###-###-####

I ask to immediately be taken off the call list and mailking list of IGS Energy

Business Response: I have added the number ###-###-#### to the IGS Do not call list. The customer will not recieve any further calls from IGS.

6/11/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Door to door salesmen are outright LYING to residents to make them sign up to their service. IGS rep came to the door saying he was giving credits to our ***** bill. I pointed to my No Solicitors sign and he said he's not soliciting, he's my electricity supplier. I said no you're not, ***** is my supplier. He said no, ***** is your deliverer, we are your supplier. If you get your bill I can give you a credit off of these fees. I said no I'm not interested (for the third time) and he left. Now I KNOW that IGS has nothing to do with my service or bill (because they came to my door last year and I researched their company), so by him saying that he is my supplier is an outright lie, and if I did not already have this information he would have easily misled me into signing up. I think this practice is downright dishonest and manipulative, and probably fools several people into switching from ***** to them. I never want these people at my door again and really think they should have some kind of action against them for LYING to residents.

Desired Settlement: I want these people banned from using these practices. They are solicitors and liars.

Business Response: I was able to track down the agents selling in the above area. The issue above will be address with each agent. IGS has a good offer there is no reason to mislead a customer. All customers that do enroll are giving written document and do a telephone enrollment. Customers are asked if they understand we are not part of the utility company. They must state they understand or the enrollment will not be completed. I have also placed the customer information on the IGS DNS list.

5/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS is telling potential customers that they are from *****, Chicago's local electric delivery utility. They also insult people who turn them down. Two reps from IGS buzzed my neighbors' bell today (I live in a condo building). The reps knocked on my door and told me they're here to make sure I'm getting my ***** discount. I said that our building doesn't allow solicitations. They said they're not selling anything. I told them they are selling something and closed the door. The man insulted me as I closed the door, saying that I needed some air freshener for my place. Upon speaking with my downstairs neighbor, I learned that he thought they were from *****. This is the second time IGS has gained access to my building by misrepresenting the company. If anyone from IGS comes back a third time and claims to be from *****, I will call the police and ask them to arrest the salespeople for trespassing.

Desired Settlement: Communicate with your Chicago-based affiliates that reps are not to solicit at XXXX-XX Terrace in Chicago. Emphasize that anyone misrepresenting the company in order to gain access to a building is trespassing and may be arrested.

Business Response: I will place address on the DNS list. I will also review on if we got permission to be in building.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) The word from my neighbors is that IGS somehow got into the building again today (4/18/12) and were knocking on doors. Please verify that these addresses have been placed on DNS list: 1421 ********** 1423 ********** 1425 ********** 7655 ************ 7657 ************ All in Chicago.

Business Response: IGS has provide the address to the DOOR-to-Door vender as a DNS area.

4/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS energy used deceptive sales tactics to attempt to get me to switch service from my existing energy carrier to theirs. A representative for igs energy came to my home 4-6-12 around 1:45 p.m. the man asked if I had received my discount on my electric bill. He was wearing a bright yellow vest which made him appear to be a serviceman. He had an IGS badge on, but did not identify himself as a representative of the company. He asked if I would go get my bill and he would show look to see if I had received the discount. I told him I didn't have my bill. He asked if I could pull it up on a computer, I told him no. He showed me a ***** Bill and proceeded to tell me about a "discount" I was entitled to if I used a certain amount of energy and I could sign up for this "discount" and proceeded to tell me how. I am familiar enough with IGS to know they do not offer a discount, but are another electric company separate from *****. This person was trying to make me think that he was going to give me a discount on something I already had. This is extremely deceptive.

Desired Settlement: This company needs to stop these deceptive types of sales practices. They are very likely to deceive someone particularly an elderly person who does not know better. An elderly person will see their yellow vest and think it is a ***** person coming to their home checking on them. Their eyesight won't be good enough to see the id badge and the elderly person will sign up for their "discount". They are deceptive and need to stop this sales tactic.

Business Response: IGS agents are going door to door offering a saving product. ***** will remain the utility company. IGS can help customer saving of the supply portion of the bill. All IGS agents should be wearing a yellow jacket, hat and a badge stating we are from IGS. Customer will need to signed paperwork with the agent and do a verbal TPV with a 3rd party company. At this point, the customer must state YES they understand they are enrolling with IGS Energy and that we are not a part of *****. IGS has a great product to offer and does no want to mislead any customer. IGS I will place the above name and number on the DNS list.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) In addition to placing me on the DNS list, I want this company to stop asking people to "see a copy of their ****** bill" when the homeowner says they don't have a copy the solicitor should not be asking the person to look it up on the computer. I want this company to address its sales pitch. They should have their representatives clearly state "I am with IGS Engery and want to offer you..." They are intentionally misleading people to think they are with ***** - one must look to see the badage being worn to see that the person is an IGS rep as the person does not state they are. If the person doesn't see well, they won't know this. Sales techniques are targeting unsuspecting elderly people.

Business Response: All agents should state clear they are with IGS Energy. If the customer was too enrolled. They are asked clearly on the voice telephone verification if they understand we are not ***** but IGS energy. IGS must receive a clear yes to this statement. All voice verification are performed by a third party. This is to help insure all customers understand the program and IGS contract.

4/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They lied and convinced me that their fixed rate gas program was going to save money because *** gas rates were always going to be higher. I do not know my start date with IGS at the moment but I can get that information or it can be obtained from them. I received a sales call and at first I wasn't interested. However, the guy said something like "Why not? Don't you want to save money?" Now considering I had just switched to a cheaper electric supplier I decided to hear what he had to say. I was told that they were offering a no contract fixed rate price program that would be lower than what *** offers. This guy pretty much told me that their rate would always be lower than the rate that *** offers its customers. Well, over the months I have of course received numerous calls and letters from other gas and electric suppliers with offers and rates. This made me start looking into IGS rates compared to *** and other places. When I typed IGS Energy into google, I pulled up a web blog from a ************* writer dated October 20, 2011. It advises people not to take the offer because the rates are way higher than what *** rates are and will get for the Winter. I began looking into it more by asking friends what their *** rates were over the past several months and I called *** to find out the current rate.. I found out that I have in fact been over charged and is currently being ver charged by $0.21 per therm! I called IGS and cancelled from the service. When I expressed my complaint to the lady I spoke to, at first she said "that's the risk with a fixed rate." I told her how when I was called I was not told of any possibility of a risk that *** would have a lower rate at all. Their sales pitch pushed the issue that their rates were and will always be lower than *** and I would be saving money. This was consistently said to me. She then said "the sales people are not affiliated with us and those guys are given scripts to follow." I I mean don't get me wrong she was apologetic and nice, but to tell me that the sales people are given scripts to follow that mislead people is insane! I feel I was completely lied to by this company and I do not appreciate being made to believe that their rates were going to really save me money when it actually cost me way more! They definitely need to change their sales approaches and be honest with people.

Desired Settlement: It would be nice to get some kind of the overpayment back from them for the money their extremely high rate cost me.

Business Response: Good Afternoon, I have attached below a copy of the TPV for your review. IGS promises the customer a fixed rate. IGS has honored the fixed rate program. The customer also received a copy of the terms and conditions in the mail. Customer has been with IGS for 8 months now. I do not see an error made by IGS Energy. No credit will be given.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) This problem is with this companies sales practices. As I stated in my previous message, when their sales people call you all they do is talk of savings and how their rates are going to be lower and save you money. They in know way state how there is a risk of it not being lower. It's obvious they tell you whatever they feel you want to hear to get you over to their product. Yes, I was with them for 8 months. However, I didn't realize I had been taken advantage of until now due to several things going on in my life with my health and my children. It's funny that even their own employee who cancelled my account even talked of how the sales people were given scripts to follow in reply to when I was speaking about all the lies and promises told and information left out when they are trying to get you signed up.

Business Response: Good Afternoon, I have attached below a copy of the TPV for your review. IGS promises the customer a fixed rate. IGS has honored the fixed rate program. The customer also received a copy of the terms and conditions in the mail. Customer has been with IGS for 8 months now. I do not see an error made by IGS Energy. No credit will be given.

4/2/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *********** came and pounded on my door and woke up my wife who works third shift and my daughter who is sick who is recovering from pneumonia. My wife asked her to leave repeatedly and she tried to us her gift of gab to coerce my wife into signing an agreement under my name without my consent. In the beginning she told my wife she was with our current power company which was a lie. From there she told my wife she had to answer yes to all the questions to get verified and my wife did not know for what. So when the lady called my house to ask my questions my wife said no to some and asked some questions and the women then said she was not verified or authorized to answer the questions. Every time my wife tried to shut the door she either pushed it, or keep banging on it. She intimidated my wife and also took information from content in my name which I did not authorize. To make a long story short I do not care about her commission, I care about my daughters well being and recovery, not about her. And I do not make idle threats or take intimidation tactics lightly. I hate it when people commit fraud or intimidate to get what they want, I call it strong arming. I called the company as well to file a complaint, but was told they did not have a complaint department.

Desired Settlement: I want my name and all content as well as any future content from the employee or the company removed or keep away from me and my residence, family, workplace etc. I will not tolerate this again, I will conduct business in my name without intimidation tactics. Do not attempt to create contracts in my name through intimidation without my consent. I do not take actions like this lightly. I have letters drafted as well as "friends" at the ************ and ********. Please do not threaten me, attempt to coerce me into a contract, and do not come back to my residence in December like she stated. Civil action will be taken if this happens again.

Business Response: IGS Energy has reviewed the information. IGS has addressed the issue with the Agent and the Agents manager. I have also spoken to Mr. ****** and resolved all his concerns.

3/23/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: repeated phone calls to sell their service. interrupting my day. no message left or a number to call back. I had to search on the internet to call the company to complain.

Desired Settlement: BBB Summary of consumer's desired resolution: Consumer did not specify a desired resolution, but appears to be seeking the assistance of the BBB in having IGS Energy stop the unwanted calls.

Business Response: Good Afternoon, I will need the customer phone number in order to pull call information and add to the DNS database.

3/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a property manager of an apartment complex in ****** IL. This company keeps sending out people to solicit to my residents. I have asked them 7 times to not come on the property as it is private property. I have called their corporate office to tell them to stay away. I have no soliciting signs at the entrance of my property. But they keep coming back and disturbing my residents.

Desired Settlement: I want other people to know how they operate and that they are a shady business that needs to be shut down.

Business Response: Good Afternoon, I have spoken with ***** and advised the complex has been placed on the IGS DNS list. ***** also has my contract information for any furhter questions or concerns.

3/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have spoken with a representative and told them I wanted/had service from a different company. Now they call everyday and hang up on me.

Desired Settlement: Please have them quit calling and hanging up.

Business Response: Good Morning, In order for me to make sure the phone number being called is added to the Do Not Call list, I will need the customer phone number.

3/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: they have repeatedly called my home even though I have requested them to stop calling as we have no interest in there services. I have had calls from them everyday this week and asked them twice not to call. Some calls have no one on the other end.

Desired Settlement: BBB Summary of Consumer's Desired Resolution: Consumer appears to be requesting the assistance of the BBB in having the unwanted calls stop.

Business Response: I haved added the Customer's phone number of XXX XXX-XXXX. To the IGS do not call list. The number will be removed within the next 48 hours.

3/9/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repeated phone calls. Disregard my no-call request. IGS Energy auto dials my cell phone number at all hours of the day, multiple times per day. When I attempt to answer the call the line is automatically disconnected. I have 5 times done a call back to the number which called and advised them to STOP calling my phone. I was advised the removal would take 30 days. After waiting more than 30 days I am continuing to receive these harrassing calls and I am getting all manner of excuses such as "our auto dialer is working." This is not true because their auto dialer seems to be working well enough to repreated dial my phone number. This week I have spoken with **** (employee number ****) and ***** (employee number ****)and insisted IGS STOP calling me. This has been to no avail. I am getting calls during work. I am getting calls during meals. And I am getting calls during peak drive times. This is completely unacceptable.

Desired Settlement: I want my phone number (XXX-XXX-XXXX) immediately and permanently removed from the IGS database. ALSO I want to receive a letter from IGS with the following: (1) A confirmation that my phone number has been permanently removed from their system (2) A written guarantee I will not receive any more unsolicited phone calls - broken auto dialer or not (3) The name and PHONE contact information for an appropriate authroity at the CORPORATE OFFICE LEVEL whom I can contact in the event I receive any further phone calls.

Business Response: Good Afternoon, I did speak with the customer this morning. I advised that IGS has placed her number on the DNS list. At this time no further calls have been or will be made to the number in questions.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) This complaint is not satisfactorily resolved. It has become quite clear to me that IGS has no reliable system in place for monitoring and/or controlling the activity of their telemarketing calls. Even after receiving assurance from the corporate compliance manager that I would not receive further calls, I did, in fact, receive yet another evening solitication from IGS. The details of this ongoing intrusion are as follows: On January 27 I received a call from ****** ****** who identified herself as the corporate compliance manager for IGS. She advised my name and number had been removed from the call list and she was calling to verify that, indeed, I had not been receiving continued call from IGS. ****** assured me she had not only removed my name from this list but had also contacted the various call centers to ensure that no calls would be made. Much to my chagrin on the very evening of the day I earlier recieved the call from ******, the compliance manager, I received yet another telemarketing call from IGS! The caller identified himself as *****. When I questioned him about the call, ***** stated he was calling from the *********** California call center, and he had no information about my number being on a do not call list. Clearly IGS has not instituted any reliable system for exempting phone numbers from their calling system, which is illustrated by the fact that even the personal efforts of the corporate compliance manager are going unheeded. Furthermore, ****** assured me I would receive a written letter confirming that my phone number was on the do not call list and confirming I would recieve no further soliticiation. Just like the lack of adherence on the DNS order, this too has not materialized. I continue to be dissatisfied with IGS's intrusive solisitation practicies and their blantant failure to adhere to do not call instructions.

Business Response: Thank You for your patience and understanding. Since speaking with Mrs. ****** IGS has reviewed the process with our venders. IGS has added additional Measure to all numbers are properly removed in a timely manner.

3/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recieved a phone call from IGS******* in 2010. They were explaining to me that they could offer me my gas at a lower rate. I told them sure I was interested, but they said they would send me paperwork to look over and sign which I didnt. As my gas bills continued to climb my wife and I couldnt figure out why until we sat down and went over all our gas bills from **********. We spoke with ********** and they explained to us that these companies like IGS******* will call and even if a child answers the phone and they ask to speak with the person in charge of the gas bill if the child or whomever says yes hold on they take it as we want their service. We have been and still are being charged for gas service through ********** and IGS*******. So therefore our gas bills are like paying two a month. When speaking to IGS they refused to credit us back any money and stated it was illegal to be double billed.

Desired Settlement: DesiredSettlementID: Refund I would like all of the money we have paid over what our ********** provider has charged us in the last 2 years.

Business Response: Good Morning, I have attached a copy of the enrollment call with Mrs.****. IGS was very clear we are not part of **** IGS also mailed a welcome letter advising the customer on the switch to IGS. Due to IGS having a valid enrollment call no credit will be issued. I have attached the enrollment call for your review.

2/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A pepresentative for igs energy came to my home 2-14-12,at approx.3:15p.two men 1 woman.one of the men asked if i had received my discount FROM*****,i said no.the man stated as though he was from *****,you're entitiedto a discount.holding up a ***** bill,asking do you get a bill like this?if you go get your bill so i ( meaning himself) can see it,you can sign-upfor your discount.i said no!at this point he said,"thats what everyone'ssaying" i closed my door called ***** and was assured by ***** they do not solicit door to door.igs are trying to get signatures on the assumption they are *****! thats wrong on so many levels.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Stop IGS from soliciting under the pretense of representing *****.

Business Response: IGS will research the above information. All IGS agents should be wear clothing that clearly states they are from IGS Energy. The contract the customer would have signed clear states IGS Energy. All door-to-door enrollments also have a telephone enrollment as well. Within the telephone enrollment, we ask the customer if they understand we are IGS energy and not part of *****. IGS has a good product to offer. We have no reason to mislead customer.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) IGS may very well tell them not to mislead customers, but unless they have esp, they have no way of knowing what is said once they are on the street. I know you stand behind your people there is no reason for me to go through this to lie. check your people. I'm done with this.

2/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IGS has been soliciting door-to-door and by phone pretending to be the company that contracted for ********'s municipal electric aggregation program. IGS calls residents and slurs the letters together to sound like ********, the company that the Village contracted for the aggregation program. They have also been going door-to-door. My home was approached in December 2010. I declined to answer the door but know of other residents who gave IGS their account number when IGS told them to do so as part of the aggregation program. In fact, ********'s aggregation is an opt-out program so residents don't have to do anything prior to the switch. The calls and solicitations are dishonest, deceptive and predatory - they go after private account information!

Desired Settlement: Cease and desist all solicitations in ******** Illinois. The residents and businesses have spoken by voting to aggregate. Any attempt to pretend to be the contracted third party supplier is nothing short of predatory and smacks of deceptive sales tactics.

Business Response: I have address with both the Door-2-Door and outbound Telemarketing company that we must state clearly we are IGS Energy and not part of the city's program.

1/30/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This business is calling my business multiple times a day, with the caller ID of (****)., and then no one is at the other end of the line. Due to receiving upwards of 20 calls per week: interruptions to my business, I have dialed the number back. From the call back I learned the company's name and twice talked with a supervisor regarding thsi problem. They say I should not be getting the calls because I am not a residence but the calls do not stop. I am not sure which of my multiple lines they are calling but our numbers are: 614-(****) 614-(****) Can you help with this or do I need to contact some agency?

Desired Settlement: Stop calling and hanging up on us.

Business Response: I have placed all the numbers on the IGS DNS list. I have also spoken with the customer and advised no more calls will be made to her business.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.) All calls have stopped since this compaint was filed so I am satisfied. Thank you.

1/6/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Concern over telephone sales practices involving repeated telephone harrassment to Physician Medical practice. IGS called the office numerous times and was instructed not to call. Today they called 6 times disrupting the staff and preventing us from taking care of our patients. After each call they were told not to call but they would just call us back. The number the call came from was XXX-XXX-XXXX

Desired Settlement: Awareness and investigation of sales telephone practices.

Business Response: IGS does not show the number listed above has been called. I have spoken to Mrs. ******. I requested a list of number for the medical center. This is to timely intensive for the business. I have asked my staff to try and locate all number for ****** ******** ****** and place them on the IGS DNC list. IGS will do our best to remove all number listed for ****** ******** ******.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.) The telephone number called is XXX-XXX-XXXX which I informed them each time they called. I am satisfied assuming we will no longer be receiving calls from IGS and the disruption to our patients and work flow will cease.

1/2/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: misled that ccf would save me money.I pay78cents/ccf; gas co rate52cents. Led to believe no penalty to cancel. Forced agree to $100 cancel fee today. I was called repeatedly by igs energy until I finally agreed to try the service as I was led to believe I would pay less for my gas. Was not notified I could cancel at any time and today after learning from the gas company that I was paying 78 cents per ccf thru igs energy and gas company cost is 52 cents per ccf, asked them to cancel. They offered 59 cents per ccf thru august, 2012 with no cancel fee--likely would not have notified me I could cancel when I could cancel (did not receive that information this year during august). I believe I was misled to believe I could cancel at anytime and no cancellation fee was disclosed at the time i reluctantly agreed to the service. I forgot that I even allowed igs to provide this 'service'. I told them to cancel my service and was provided with confirmation of my cancellation as (****). I do not know the cancellation date (I want it cancelled today 12/16/11) and was told I have no recourse but to pay a $100 cancellation fee. I feel this is another example of corporate gouging and I believe somebody should advertise the deceptive practices of igs energy and other such 'service' providers. thank you. (****)

Desired Settlement: I think igs energy used deception to get me to agree to their 'service' and that I should not be required to pay a cancellation fee especially as I have been paying 26 cents per ccf MORE than the gas company charges for years. I think there should be explicit disclosure of cancellation fees for people who discover they have been gouged by yet another 'legit' 'service' provider. I believe IGS energy should abandon their 'cancellation fee' as they ripped me off and this would be a further ripoff.

Business Response: Good Afternoon I have attached a copy of both letters mailed to the customer. The letter clearly explain the customer contract. I have also attached a copy of the enrollment TPV.

12/27/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: IGS calls my home phone of 412-521-1244 at least twice a day. IGS has been calling my home phone number of (****)for debt collection. I Do Not Have Any Debt! The phone number they are calling from is (****)and possibly other numbers as well. I talked to them at least three times telling them I do not have any debt and to stop calling. They still contimue to call over and over again. If They Do Not Stop Calling My Home, I will SUE them for harrasment!

Desired Settlement: Stop calling or I will file charges!!!

Business Response: IGS would not call the customer for Collections. IGS was calling to offer a Gas Program. IGS did add the customer phone number to the DNC. The customer will not recieve anymore calls from IGS.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) IGS once again called my number, (****)on December 9th 2011 at around 6:30p, from the same number (****). I answered the phone, but no one was on the other line. My next step is to call the attorney general in PA and tell them of this ongoing problem. IGS poor business practices are annoying and unprofessional. I am getting sick and tired of this!!!

Business Response: I have double check and made sure the number has been added to the IGS DNS list. This could have been a timing use. The customer will not get call from IGS.