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Description

Realgy, LLC offers energy marketing services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Realgy, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Realgy, LLC include:

  • 44 complaint(s) filed against business
  • Length of time business has been operating
  • Response to 44 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

44 complaints closed with BBB in last 3 years | 22 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 10
Billing/Collection Issues 16
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 18
Total Closed Complaints 44

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Realgy, LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: April 01, 2003 Business started: 05/10/1998 Business started locally: 05/10/1998 Business incorporated 05/10/1999 in CT
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Laura Larocco, Customer Service/Office Manager Mr. Michael Vrtis, Managing Partner
Contact Information
Principal: Ms. Laura Larocco, Customer Service/Office Manager
Principal: Mr. Michael Vrtis, Managing Partner
Business Category

Energy Conservation Products & Services Computer Software Publishers & Developers Marketing Consultants Environmental Consulting Services (NAICS: 541620)

Products & Services

Realgy, LLC offers the following product(s): Electricity, Natural Gas

Alternate Business Names
Realgy Energy Services

Additional Locations

  • 675 Oakwood Ave

    West Hartford, CT 06110 (877) 431-8527 (877) 300-6747 (860) 233-2270

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was shocked by my Bill!!! I called their number, only to speak to a answering service and told I had to wait till Monday to call again. Again, on Monday, I got the answering service and was asked to leave a number so they could return a call in next 24 hours. I went online to their site to see if there was any other way of contacting them and ended up with an online rep, who told me she would call shortly, which she did do. She then said I needed to Email " ******* ************ to Email them a Cancelation of Contract, which I did, but no verification from them of that. The Realgy Rep presented this Choice Program as being cheaper, as it was explained to me. My first bill with them and they are charging a 32.03 Gas Supply charge to a residence that I have, that is vacant, and has been for years. It is a Farm House I stay at when hunting. I chose to pay ****** the 11.77 monthly charge to have access to gas when ever I might be there and need it. Realgy is charging 32.03 for Future Gas usage as she explained to me of 20% of Based use. That fact alone makes them 32.03 more Expensive than ****** a month. My act # is 989 985 008 9 with ****** and I want the 32.03 Gas Supply charge removed from my account, since there was no gas used or Delivered. I also CANCEL MY Contract with Realgy and will return to ****** as my Supplier. Thank you.

Desired Settlement: Realgy removes the 32.03 charge from my act # *** *** *** * ****** bill, and Cancels my Contract with them.

Business Response:

Case No:  ********

 

HISTORY SUMMARY FOR:

 

Name:

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

Phone:

###-###-####

Street:

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

City/St/Zip:

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

Account No.:

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

Utility:

******

 

CUSTOMER HISTORY TIMELINE:

 

DATE

TIME

MESSAGE

06/18/16

 

Customer authorized enrollment via contract

06/22/16

 

Requested Addition

06/23/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

06/30/16

 

Requested Addition

07/01/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

07/08/16

 

Requested Addition

07/11/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

07/15/16

 

NOTICE from Utility, account ********* enrollment accepted

07/18/16

 

Requested Addition

07/19/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

07/26/16

 

Requested Addition

07/27/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

08/03/16

 

Requested Addition

08/04/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

08/11/16

 

Requested Addition

08/12/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

08/19/16

 

Requested Addition

08/20/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

08/29/16

 

Requested Addition

08/30/16

8.51 a

Customer left message

08/30/16

10.27 a

LIVE CHAT with customer, customer requested phone call to discuss billing. Realgy called and spoke to customer, reviewed program, bill, storage program. Customer doesn’t believe he will use all the gas in storage. Explained it is only 20% of his annual usage, and all will be used throughout the winter months. Customer asked how to cancel, advised must be in writing and there will be an ETF.

08/31/16

 

NOTICE from Utility, rejected enrollment customer has not paid their utility bill

09/07/16

 

Requested Addition

09/07/16

 

Recd, researched, responded to complaint

 

COMPLAINT:

 

I was shocked by my Bill!!! I called their number, only to speak to a answering service and told I had to wait till Monday to call again. Again, on Monday, I got the answering service and was asked to leave a number so they could return a call in next 24 hours. I went online to their site to see if there was any other way of contacting them and ended up with an online rep, who told me she would call shortly, which she did do. She then said I needed to Email " ******* ************ to Email them a Cancelation of Contract, which I did, but no verification from them of that. The Realgy Rep presented this Choice Program as being cheaper, as it was explained to me. My first bill with them and they are charging a 32.03 Gas Supply charge to a residence that I have, that is vacant, and has been for years. It is a Farm House I stay at when hunting. I chose to pay ****** the 11.77 monthly charge to have access to gas when ever I might be there and need it. Realgy is charging 32.03 for Future Gas usage as she explained to me of 20% of Based use. That fact alone makes them 32.03 more Expensive than ****** a month. My act # is *** *** *** * with ****** and I want the 32.03 Gas Supply charge removed from my account, since there was no gas used or Delivered. I also CANCEL MY Contract with Realgy and will return to ****** as my Supplier. Thank you.

 

OUR INVESTIGATION UNCOVERED THE FOLLOWING:

 

Customer left a message and it was returned with the start of the LIVE CHAT the same morning.  We did not receive an email from this customer.  But looking at the email he is leaving in the complaint, it is incorrect, it looks like he is adding a space after SUPPORT.  The correct email is *******************  This customer’s contract is a Guarantee Saving, so if he is charged more then what the Utility would have charged him by the end of his term, we will reimburse the difference.  We do not guarantee to be less than the Utility every month, we guarantee by the end of the term, you will have saved.  If the customer chooses to cancel, is must be done in writing and there will be an ETF. 

 

 

9/21/2016 Billing/Collection Issues | Complaint Details Unavailable
8/24/2016 Problems with Product/Service | Complaint Details Unavailable
8/5/2016 Problems with Product/Service | Complaint Details Unavailable
7/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received mail correspondence on 6-28-2016 from "Realgy Energy Services". Upon opening the correspondence, the letter dated 6-22-2016, indicated that it was confirming my enrollment into their "***** *** Customer Choice Program". The name on the letter was ********* *****, with my address of ***** ********** *** It continues to state that Realgy was selected as my energy supplier. The letter notes that the rate selected was the "MI Managed Price", and terms were "Month to Month", with the Account number of "***********". I contacted the company, attempted to reach customer service, but could only get an answering service. They asked for personal information and I would not provide it to them. Alternatively, I provided them my Work telephone number. I am a Sergeant with the ******* ***** Department of Public Safety in ******* ****** **. I left my work telephone number, and department name with the answering service. Additionally, I advised the answering service that if the service is changed for my residential address, I will be filing a police report and will work in conjunction with the ****** ****** ********s Department to aggressively investigate who may have committed the fraud with regard to changing my service without my authorization. It is important to note that I, nor anyone in my household, gave or have given anyone permission to change our service, or act on our behalf to change our gas service. I have contacted ***** and they have no control if a customer elects to have another company supply said gas. Based on my experience with investigating such complaints, it is common for these companies to have door-to-door sales members attempt to falsely sign up residents by taking addresses and falsifying names to said addresses. This allows the rep to meet quotas or required contracts, in order to remain employed. I will also be emailing the company with this information as well. I am willing to proceed with a formal complaint, and testify if needed. Thank you for looking into this matter. I suspect others have fallen victim to such a fraud and do not pay attention to their gas bill in detail, causing a monetary loss.

Desired Settlement: Cancel the change of service as it was done under false pretenses and without the consent of the actual owner of the home. Name used on account change was false, and fraud has been committed.

Business Response:

OUR INVESTIATION UNCOVERED THE FOLLOWING:

 

This was a mix up in street addresses only, which led the incorrect person to receive a Welcome Letter.  The customer we have the authorized agreement for, ******** ***** with the account number listed in this complaint, is the account that has been enrolled in the Realgy Program.  We have attempted to contact *** ******* to explain this error, and have only been able to leave a message, we will attempt again.

7/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 27 2016 at 1:00 pm a man came to my house. He was falsely claiming to representing ****** ******** and offered to give us a discount on our power bill because our town was misrepresented as a city with city electric rates and it should be rural electric rates. He asked for my ****** ******** power bill. I work night shift so my wife provided the bill and signed his paperwork thinking she could save some money. I think this was deceptive and falsely claiming of who he was working for. I made a police report and am going to contact the Illinois Commerce Commission.

Desired Settlement: I do not want any changes to my power bill.

Business Response:

OUR INVESTIGATION UNCOVERED THE FOLLOWING:

 

At this time we still do not have any enrollment information on this customer.  We have reached out and there is no recollection of this particular visit.  All Reps deny using this as part of the sales script.  All the Realgy reps are wearing Realgy Safety Vests, with the Realgy name and logo clearly on the Vest.  We do not represent ourselves to be the Utility.

 

We will continue to attempt to reach out to the customer a few more times.  If we can get their account number, we can add them to our Do Not Enroll list in case this submission does come through at a later date. 

 

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.

Sincerely,

***** ****

6/26/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We live in a Mobil home court that is just for seniors and single family dwelling, one of realgy employees was soliciting for realgy he passed himself of as an employee of ****** ******** *** he said our court qualified an government grant to help us with our electric rates. we would be getting a call from ****** discussing this. i got a letter from ****** saying they were switching our utility to realgy service i called ****** and they said they did not send anyone from there company out to our court. we have a sign in the entrance to our court that says in big large print NO SOLICITING!!! we have a lot of seniors that live here with medicial issues and i feel that we and they are being scammed by realgy service!!! i know for sure the next time they come out here we will call the police!!!!! this is uncalled for an employee to deliberately LIE !

Desired Settlement: We want know furthur contact from realgy to our mobil home court which is Hillcrest mobil home park

Business Response:

BBB CASE NUMBER:  ********

 

HISTORY SUMMARY FOR:

 

Name:

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

Phone:

###-###-####

Street:

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

City/St/Zip:

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

Account No.:

*********7

Utility:

******

 

CUSTOMER HISTORY TIMELINE:

 

DATE

TIME

MESSAGE

05/31/16

 

customer signed agreement authorizing enrollment

06/13/16

 

Notice from Utility, enrollment accepted

06/15/16

10.39 a

Customer left message

06/15/16

4.09 p

Realgy called and spoke to Janet, she wishes to rescind her enrollment. Advised we would submit that request

06/16/16

 

Submit request to rescind

06/16/16

 

Notice from Utility, customer requested to rescind through Utility

06/16/16

 

Recd BBB Complaint

06/22/16

 

Researched and responded to complaint

 

BBB COMPLAINT:

 

We live in a Mobil home court that is just for seniors and single family dwelling, one of realgy employees was soliciting for realgy he passed himself of as an employee of ****** ******** *** he said our court qualified an government grant to help us with our electric rates. we would be getting a call from ****** discussing this. i got a letter from ****** saying they were switching our utility to realgy service i called ****** and they said they did not send anyone from there company out to our court. we have a sign in the entrance to our court that says in big large print NO SOLICITING!!! we have a lot of seniors that live here with medicial issues and i feel that we and they are being scammed by realgy service!!! i know for sure the next time they come out here we will call the police!!!!! this is uncalled for an employee to deliberately LIE !

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

 

Each Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat (weather dependent) and a badge. Each Agent signs in each morning and Realgy Gear is checked.  This Representative was questioned about this complaint and he had no specific remembrance of this account. He denies the practice cited as he stays on script. Customer signed the agreement, which has Realgy clearly marked on the agreement.  Representative states he did not see a sign stating No Soliciting and no one had asked him to leave.  The customer was contacted by Realgy Customer Service and the enrollment request was rescinded as soon as it was requested. 

 

 

INVESTIGATION IN RESPONSE TO COMPLAINT:

 

Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to;

1.      the sales processes

a.      collateral which includes script, post-sales script and leave behinds

b.     processing of sale including interview with agent

c.      quality control over sale including interview of QC supervisor

d.     floor manager/team leader review

2.      Management review of results

 

REALGY STANDARD SALES PRACTICE INCLUDES:

 

·        reviewing the script (D2D or TPV) with the representatives on the campaign

o   review of the post script

o   review of the QC management oversight

o   review of team leader / floor manager

·        was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign)

o   ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign

o   Use of Safety vest with Realgy logo

o   Realgy Agreement with Logo to all representatives working D2D campaign

·        For phone based representatives

o   TPV id number to all customers completing the process

o   Sales policies followed

o   Recording reviewed

·        Review of customer timeline including

o   Sales process listed above

o   Enrollment with utility

§  Utility response

o   Welcome letter to customer

o   Review of customer service notes

o   Notification of first billing with Realgy

o   Notification of 2nd billing with Realgy

 

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.

Sincerely,

***** ******* our court manager is aware of this situation and any solicitors will be removed with a police escort

6/23/2016 Problems with Product/Service | Complaint Details Unavailable
6/21/2016 Billing/Collection Issues | Complaint Details Unavailable
6/10/2016 Problems with Product/Service | Complaint Details Unavailable
5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A member of Realgy energy came to my door falsely stating that they work for *** and they needed my bill to check annual rates. She then stated that my rate dropped about 5 cents and I just had to sign to say they stopped and checked. After I signed she moved the clipboard and I asked what Realgy was if she worked for ***. She said she is with ***. After further investigation and not even a copy of this false contract I realized she had me sign a contract to get my gas through Realgy energy. I've called upwards of ten times and have left messages each time as NO ONE is able to get me to who I'm supposed to talk with. My desired outcome would be to get contacted by Realgy and cancel the contract free of charge as it was misrepresented and impersonating a different business.

Desired Settlement: My desired outcome is to finally speak to a member of Realgy who can actually help me. And then discontinuation of the contract of Realgy as it was misrepresented and impersonating a different company.

5/17/2016 Problems with Product/Service | Complaint Details Unavailable
5/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The floor supervisor was extremely pushy in his sales tactics after being told several times that I was not going to make a decision at the moment to do business with them. He was condescending when I told him I wanted time to verify his company's information and the legitimacy of their business. He insistently asked for me to provide my account information and told him I would receive details about the transaction in the mail, several days after I was recorded accepting their terms. I had to ask him several times to stop talking long enough for me to ask questions regarding my concerns. After several attempts to gather more information, I finally had to hang up the phone because he would not let me speak. The individual I am complaining about is the Supervisor of Collins S*****. Collins was very patient and helpful, but after speaking with his pushy supervisor, I have NO desire to do business with a company that is pushy, forceful, and demeaning. This company said they were hired through ****** ******** to lower customers' electric bills. I will also notify ****** about this horrible experience.

Desired Settlement: I want this solicitation documented and the company notified regarding how their supervisors are speaking to potential customers. I do not want this company to contact me in the future.

Business Response:

BBB CASE NUMBER:  ********

HISTORY SUMMARY FOR:

Name:

****** * ****

Phone:

###-###-####

Street:

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

City/St/Zip:

**********  **  *****

Account No.:

Unknown

Utility:

******

CUSTOMER HISTORY TIMELINE:

DATE

TIME

MESSAGE

03/30/16

Sales call made to Customer

04/15/16

Rec’d, researched, and responded to complaint

BBB COMPLAINT:

 

The floor supervisor was extremely pushy in his sales tactics after being told several times that I was not going to make a decision at the moment to do business with them. He was condescending when I told him I wanted time to verify his company's information and the legitimacy of their business. He insistently asked for me to provide my account information and told him I would receive details about the transaction in the mail, several days after I was recorded accepting their terms. I had to ask him several times to stop talking long enough for me to ask questions regarding my concerns. After several attempts to gather more information, I finally had to hang up the phone because he would not let me speak. The individual I am complaining about is the Supervisor of Collins S*****. Collins was very patient and helpful, but after speaking with his pushy supervisor, I have NO desire to do business with a company that is pushy, forceful, and demeaning. This company said they were hired through ****** ******** to lower customers' electric bills. I will also notify ****** about this horrible experience.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

This Representative was questioned about this complaint and he had no specific remembrance of this call. He denies the practice cited.  He has stated that he does explain, if asked, that we cannot use any of the customer’s information, it is useless to Realgy.   He also states that anytime he speaks at the same time as a customer, he stops, apologizes and lets the customer then speak. He said he also offers to walk a customer through both our website and the ****** website to show that we are there as an approved supplier.

INVESTIGATION IN RESPONSE TO COMPLAINT:

Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to;

1.     the sales processes

a.    collateral which includes script, post-sales script and leave behinds

b.    processing of sale including interview with agent

c.     quality control over sale including interview of QC supervisor

d.    floor manager/team leader review

2.    Management review of results

REALGY STANDARD SALES PRACTICE INCLUDES:

·        reviewing the script (D2D or TPV) with the representatives on the campaign

o   review of the post script

o   review of the QC management oversight

o   review of team leader / floor manager

·        was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign)

o   ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign

o   Use of Safety vest with Realgy logo

o   Realgy Agreement with Logo to all representatives working D2D campaign

·        For phone based representatives

o   TPV id number to all customers completing the process

o   Sales policies followed

o   Recording reviewed

·        Review of customer timeline including

o   Sales process listed above

o   Enrollment with utility

§  Utility response

o   Welcome letter to customer

o   Review of customer service notes

o   Notification of first billing with Realgy

o   Notification of 2nd billing with Realgy

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

I am rejecting this response because:  I reviewed the business practices listed above and was able to determine the actions above were not followed.  First, I stated in my complaint that I did not want to receive another solicitation from this company.  This morning, at 11:35 am I was contacted again by a sales representative trying to get me to switch to this company for "energy savings."  When I informed the representative about my request not to be contacted, he (he stated his name was "J") proceeded to ask me why.  I told him I didn't appreciate their pushy sales tactics or rude customer service, he kept talking and asking me why I don't want to save money by switching to their company.  He completely ignored the fact that I said I was not to be contacted and did not acknowledge my request at all.  Therefore, I am not accepting the resolution stated by the company based on the fact their representatives continue solicitations even after I made it clear I am not interested.

Sincerely,

****** ****

Business Response:

BBB CASE NUMBER:  ******** 2ND COMPLAINT AND RESPONSE

HISTORY SUMMARY FOR:

Name:

****** * ****

Phone:

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

Street:

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

City/St/Zip:

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

Account No.:

Unknown

Utility:

******

CUSTOMER HISTORY TIMELINE:

DATE

TIME

MESSAGE

04/27/16

 

Customer filed additional complaint with BBB

05/05/16

 

Rec’d, researched, and responded to complaint

BBB COMPLAINT:

 

I am rejecting this response because: I reviewed the business practices listed above and was able to determine the actions above were not followed. First, I stated in my complaint that I did not want to receive another solicitation from this company. This morning, at 11:35 am I was contacted again by a sales representative trying to get me to switch to this company for "energy savings." When I informed the representative about my request not to be contacted, he (he stated his name was "J") proceeded to ask me why. I told him I didn't appreciate their pushy sales tactics or rude customer service, he kept talking and asking me why I don't want to save money by switching to their company. He completely ignored the fact that I said I was not to be contacted and did not acknowledge my request at all. Therefore, I am not accepting the resolution stated by the company based on the fact their representatives continue solicitations even after I made it clear I am not interested.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

We have researched our data base, and do not find another call made to the number listed.  We have added the customer to our internal DNC listing. 

BBB CASE NUMBER:  ********

HISTORY SUMMARY FOR:

Name:

****** * ****

Phone:

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

Street:

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

City/St/Zip:

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

Account No.:

Unknown

Utility:

******

CUSTOMER HISTORY TIMELINE:

DATE

TIME

MESSAGE

03/30/16

 

Sales call made to Customer

04/15/16

 

Rec’d, researched, and responded to complaint

BBB COMPLAINT:

 

The floor supervisor was extremely pushy in his sales tactics after being told several times that I was not going to make a decision at the moment to do business with them. He was condescending when I told him I wanted time to verify his company's information and the legitimacy of their business. He insistently asked for me to provide my account information and told him I would receive details about the transaction in the mail, several days after I was recorded accepting their terms. I had to ask him several times to stop talking long enough for me to ask questions regarding my concerns. After several attempts to gather more information, I finally had to hang up the phone because he would not let me speak. The individual I am complaining about is the Supervisor of Collins Smiley. Collins was very patient and helpful, but after speaking with his pushy supervisor, I have NO desire to do business with a company that is pushy, forceful, and demeaning. This company said they were hired through ****** Electric to lower customers' electric bills. I will also notify ****** about this horrible experience.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

This Representative was questioned about this complaint and he had no specific remembrance of this call. He denies the practice cited.  He has stated that he does explain, if asked, that we cannot use any of the customer’s information, it is useless to Realgy.  He also states that anytime he speaks at the same time as a customer, he stops, apologizes and lets the customer then speak.  He said he also offers to walk a customer through both our website and the ****** website to show that we are there as an approved supplier.

INVESTIGATION IN RESPONSE TO COMPLAINT:

Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to;

1.     the sales processes

a.    collateral which includes script, post-sales script and leave behinds

b.    processing of sale including interview with agent

c.     quality control over sale including interview of QC supervisor

d.    floor manager/team leader review

2.    Management review of results

REALGY STANDARD SALES PRACTICE INCLUDES:

·        reviewing the script (D2D or TPV) with the representatives on the campaign

o   review of the post script

o   review of the QC management oversight

o   review of team leader / floor manager

·        was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign)

o   ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign

o   Use of Safety vest with Realgy logo

o   Realgy Agreement with Logo to all representatives working D2D campaign

·        For phone based representatives

o   TPV id number to all customers completing the process

o   Sales policies followed

o   Recording reviewed

·        Review of customer timeline including

o   Sales process listed above

o   Enrollment with utility

§  Utility response

o   Welcome letter to customer

o   Review of customer service notes

o   Notification of first billing with Realgy

o   Notification of 2nd billing with Realgy

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

I am rejecting this response because: I was contacted a third time by this company on 5/3/16 at 4:47 pm CT and asked them to ensure I was added to their do not call list. This is now the 3rd time I've asked to removed from their calling list. Each rep continues to ask me about a info package they mailed and totally disregarding my request NOT to be contacted. This is now becoming harassment.

Sincerely,

****** ****

5/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After several calls, and multiple assertions from the sales call from Realgy that the bills we receive from ****** would go down after selecting Realgy as the supplier of NG, and also double-checking the rate from the Realgy site, our first bill has the rate over twice what ****** is charging. This is completely counter to the multiple calls and verifications we made, as well as their site rate check tool. This is totally a scam, please do not deal with Realgy.

Desired Settlement: Cancel our supply contract so that we go back to ******, the advertised prices and rates over the phone and from the Realgy site are completely a bait and switch just to lock customers into a contract that will never match the sales pitch.

Business Response:

BBB CASE NUMBER:  ********

HISTORY SUMMARY FOR:

Name:

***** ******

Phone:

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

Street:

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

City/St/Zip:

**** *****  **  *****

Account No.:

*********

Utility:

******

CUSTOMER HISTORY TIMELINE:

DATE

TIME

MESSAGE

01/04/16

Customer authorized enrollment via TPV

01/07/16

Notice from Utility, enrollment accepted

01/11/16

Welcome Letter sent

04/11/16

10.26 a

Customer left message

04/12/16

11.41 a

Realgy left message

04/14/16

Recd, researched, responded to complaint

04/14/16

5.53 p

Realgy left message

04/14/16

6.12 p

Customer called into Realgy, discussed billing.  Not happy, would like to cancel.  Advised we need that request in writing and we will process.

04/18/16

10.29 a

Emailed recd requesting cancel of service.

04/18/16

Submit request to cancel service to Utility

04/19/16

Rec’d, researched, and responded to BBB Complaint

BBB COMPLAINT:

After several calls, and multiple assertions from the sales call from Realgy that the bills we receive from ****** would go down after selecting Realgy as the supplier of NG, and also double-checking the rate from the Realgy site, our first bill has the rate over twice what ****** is charging. This is completely counter to the multiple calls and verifications we made, as well as their site rate check tool. This is totally a scam, please do not deal with Realgy.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

Our price is lower the ******’s price delivered.  Our comps have been attached that show this. 

DIRECT RESPONSE TO ****** COMPLAINT:

COMPLAINT

RESPONSE

Carla called requesting to end her contract with Realgy and switch back to us.

This is a conversation between ****** and the Customer, not an issue Realgy can respond to.

I advised because she has a contract with that company, she would have to contact them to end it and then it would automatically revert back to ****** as her supplier.

This is a conversation between ****** and the Customer, not an issue Realgy can respond to.

She got very upset and says that she can't get anywhere with Realgy, she has contacted them multiple times and no one could help her, and she requested calls back and those took too long. (It did seem that she would get calls but had to wait a day or so and then she was busy and didn't have time to talk)

History shows the customer has called Realgy once, and the call was returned, but we were not able to reach the customer so a message was left.

Said if she didn't have any resolution she would be ending the bill in her name and setting it up in her husbands name to end the contract.

This is between ****** and the customer, not an issue Realgy can respond to.

I advised again, contract was started with realgy and would have to be ended with them, but would see what we could do to assist. Another phone number for her is *** *** ****

This is a conversation between ****** and the Customer, not an issue Realgy can respond to.

OUR INVESTIATION UNCOVERED THE FOLLOWING:

This customer was enrolled via TPV in January.  She has only called in once on 04/11/16 and the call was returned the next morning, 04/12/16.  We were not able to reach the customer and we left a message.  She is in our queue to attempt again.  Although it is the customer’s right to file a complaint, there is no wrong doing here on Realgy’s part.  Since the complaint was open, we have reached out to the customer, and she has decided to cancel the service.  That request has been submitted to the Utility.   

INVESTIGATION IN RESPONSE TO COMPLAINT:

Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to;

1.     the sales processes

a.    collateral which includes script, post-sales script and leave behinds

b.    processing of sale including interview with agent

c.     quality control over sale including interview of QC supervisor

d.    floor manager/team leader review

2.    Management review of results

REALGY STANDARD SALES PRACTICE INCLUDES:

·        reviewing the script (D2D or TPV) with the representatives on the campaign

o   review of the post script

o   review of the QC management oversight

o   review of team leader / floor manager

·        was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign)

o   ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign

o   Use of Safety vest with Realgy logo

o   Realgy Agreement with Logo to all representatives working D2D campaign

·        For phone based representatives

o   TPV id number to all customers completing the process

o   Sales policies followed

o   Recording reviewed

·        Review of customer timeline including

o   Sales process listed above

o   Enrollment with utility

§  Utility response

o   Welcome letter to customer

o   Review of customer service notes

o   Notification of first billing with Realgy

o   Notification of 2nd billing with Realgy

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

I am rejecting this response because:

I have yet to see proof of the cancellation of service. I would like to receive a letter showing cancellation of the contract, just as I have had to send in an email showing request of cancellation. Also, Realgy's comments are completely inaccurate. I called multiple times to the call center, and left messages. I would receive a call and a message back on our answering service. The only time Realgy called back to us to make sure they actually got ahold of us was after the BBB complaint was filed. They called and missed us as we were on another call, and within minutes tried again, and we picked up.

We were told verbally that the contract would be canceled and without fee, and I have yet to see confirmation of this in writing or from ****** that this has occurred.

I should not have had to file a BBB complaint to be able to actually get in contact with a live person.

Sincerely,

***** ******

Business Response:

OUR INVESTIATION UNCOVERED THE FOLLOWING:

We have confirmed with the Utility that this account has been canceled and this is no longer a customer of Realgy.  The History Timeline is computer generated and is accurate on the accounting of calls and messages left.  We make the best attempt to return all calls within 1 business day, which is the case here.  Filing a complaint has nothing to do with the returned calls. 

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.  That being said, we did indeed call multiple times, from our home phone, as well as our mobile phones. There may indeed be an automated system, however, one would have to know all 3 of our numbers to know which came from us. We made around 4-5 different calls and left messages, and it wasn't until we opened up the complaint with the BBB that Realgy actually called us back to back to make sure they got ahold of us in person.

Sincerely,

***** ******

5/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After 2 days of a sales push to move us from ****** to REALGY for our gas supply, and after multiple confirmations that our bills would go down a small amount every month, and also verifying the gas rate from their site, we switched over. Our first month's bill is over 2 times the rate of ******, despite the promise up front of a lower bill, and despite the current rate advertised on their own website. We cannot get ahold of any live body, all phone numbers go to a recording, and then they get back to you when you aren't home, and the endless cycle of cat/mouse phone calls continue. This is a scam, 37 other families in our subdivision also went with Realgy, and it appears we may choose to enter the class action the subdivision treasurer might be filing.

Desired Settlement: We want a refund of our monthly charges to reflect the ****** rates, and we want to cancel this service. If we cannot have this done, we will undoubtedly enter the lawsuit our neighbors may be filing.

Business Response:

BBB CASE NUMBER:  ******** (ALSO FILE NUMBER ********* WHICH IS BELOW)

HISTORY SUMMARY FOR:

Name:

***** ******

Phone:

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

Street:

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

City/St/Zip:

**** *****  **  *****

Account No.:

*********

Utility:

******

CUSTOMER HISTORY TIMELINE:

DATE

TIME

MESSAGE

01/04/16

Customer authorized enrollment via TPV

01/07/16

Notice from Utility, enrollment accepted

01/11/16

Welcome Letter sent

04/11/16

10.26 a

Customer left message

04/12/16

11.41 a

Realgy left message

04/14/16

Recd, researched, responded to complaint

04/14/16

5.53 p

Realgy left message

04/14/16

6.12 p

Customer called into Realgy, discussed billing.  Not happy, would like to cancel.  Advised we need that request in writing and we will process.

04/18/16

10.29 a

Emailed recd requesting cancel of service.

04/18/16

Submit request to cancel service to Utility

04/19/16

Rec’d, researched, and responded to BBB Complaint

04/19/16

Rec’d, researched, and responded to 2nd BBB Complaint

BBB COMPLAINT:

COMPLAINT

RESPONSE

After 2 days of a sales push to move us from ****** to REALGY for our gas supply, and after multiple confirmations that our bills would go down a small amount every month, and also verifying the gas rate from their site, we switched over.

This is a statement, not a complaint Realgy can respond to.

Our first month's bill is over 2 times the rate of ******, despite the promise up front of a lower bill, and despite the current rate advertised on their own website.

Both our comps and the account summary are included in this response.  Our pricing was lower than ******’s in the months the customer was with Realgy.

We cannot get ahold of any live body, all phone numbers go to a recording, and then they get back to you when you aren't home, and the endless cycle of cat/mouse phone calls continue.

The history shows the customer called Realgy once and left a message which was returned.  Upon the second attempt to call Realgy, our representative did speak with the Customer.  The customer may be attempting to call a different organization as Realgy does not use an answering machine or recording, we use a live answering service when all our CS Reps are on the phones or after hours.

This is a scam, 37 other families in our subdivision also went with Realgy, and it appears we may choose to enter the class action the subdivision treasurer might be filing

This is a statement, not a complaint Realgy can respond to.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

Our price is lower the ******’s price delivered.  Our comps have been attached that show this.  Our records also show that the customer did call in once and left a message, which was returned in a timely manner.  The next attempt the customer made to call into Realgy, they did speak to our Representative.  The customer references the calls go to a recording, Realgy uses an Answering Service with live operators answering the calls and taking messages when all our representatives are on the lines.  We do not use a recording or voice mail.

BBB CASE NUMBER:  ********

HISTORY SUMMARY FOR:

Name:

***** ******

Phone:

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

Street:

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

City/St/Zip:

**** *****  **  *****

Account No.:

*********

Utility:

******

CUSTOMER HISTORY TIMELINE:

DATE

TIME

MESSAGE

01/04/16

Customer authorized enrollment via TPV

01/07/16

Notice from Utility, enrollment accepted

01/11/16

Welcome Letter sent

04/11/16

10.26 a

Customer left message

04/12/16

11.41 a

Realgy left message

04/14/16

Recd, researched, responded to complaint

04/14/16

5.53 p

Realgy left message

04/14/16

6.12 p

Customer called into Realgy, discussed billing.  Not happy, would like to cancel.  Advised we need that request in writing and we will process.

04/18/16

10.29 a

Emailed recd requesting cancel of service.

04/18/16

Submit request to cancel service to Utility

04/19/16

Rec’d, researched, and responded to BBB Complaint

BBB COMPLAINT:

After several calls, and multiple assertions from the sales call from Realgy that the bills we receive from ****** would go down after selecting Realgy as the supplier of **, and also double-checking the rate from the Realgy site, our first bill has the rate over twice what ****** is charging. This is completely counter to the multiple calls and verifications we made, as well as their site rate check tool. This is totally a scam, please do not deal with Realgy.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

Our price is lower the ******’s price delivered.  Our comps have been attached that show this. 

DIRECT RESPONSE TO ****** COMPLAINT:

COMPLAINT

RESPONSE

Carla called requesting to end her contract with Realgy and switch back to us.

This is a conversation between ****** and the Customer, not an issue Realgy can respond to.

I advised because she has a contract with that company, she would have to contact them to end it and then it would automatically revert back to ****** as her supplier.

This is a conversation between ****** and the Customer, not an issue Realgy can respond to.

She got very upset and says that she can't get anywhere with Realgy, she has contacted them multiple times and no one could help her, and she requested calls back and those took too long. (It did seem that she would get calls but had to wait a day or so and then she was busy and didn't have time to talk)

History shows the customer has called Realgy once, and the call was returned, but we were not able to reach the customer so a message was left.

Said if she didn't have any resolution she would be ending the bill in her name and setting it up in her husbands name to end the contract.

This is between ****** and the customer, not an issue Realgy can respond to.

I advised again, contract was started with realgy and would have to be ended with them, but would see what we could do to assist. Another phone number for her is 260 637 3851

This is a conversation between ****** and the Customer, not an issue Realgy can respond to.

OUR INVESTIATION UNCOVERED THE FOLLOWING:

This customer was enrolled via *** in January.  She has only called in once on 04/11/16 and the call was returned the next morning, 04/12/16.  We were not able to reach the customer and we left a message.  She is in our queue to attempt again.  Although it is the customer’s right to file a complaint, there is no wrong doing here on Realgy’s part.  Since the complaint was open, we have reached out to the customer, and she has decided to cancel the service.  That request has been submitted to the Utility.   

INVESTIGATION IN RESPONSE TO COMPLAINT:

Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to;

1.     the sales processes

a.    collateral which includes script, post-sales script and leave behinds

b.    processing of sale including interview with agent

c.     quality control over sale including interview of QC supervisor

d.    floor manager/team leader review

2.    Management review of results

REALGY STANDARD SALES PRACTICE INCLUDES:

·        reviewing the script (*** ** ***) with the representatives on the campaign

o   review of the post script

o   review of the QC management oversight

o   review of team leader / floor manager

·        was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working *** campaign)

o   ID Badges (Realgy logo, picture, name, id number) to all representatives working *** campaign

o   Use of Safety vest with Realgy logo

o   Realgy Agreement with Logo to all representatives working *** campaign

·        For phone based representatives

o   TPV id number to all customers completing the process

o   Sales policies followed

o   Recording reviewed

·        Review of customer timeline including

o   Sales process listed above

o   Enrollment with utility

§  Utility response

o   Welcome letter to customer

o   Review of customer service notes

o   Notification of first billing with Realgy

o   Notification of 2nd billing with Realgy

5/4/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Representative claimed to be from ****** (our power company) but was really from Realgy Energy attempting to switch our service to them. I foolishly gave our account # but not permission to make the change. When I checked with ******, they said we would get switched whether we agreed our not. Calls back to Realgy claimed to be the answering service only. Original call from Realgy was from Florida.

Desired Settlement: No change to our current utility service.

Business Response:

BBB CASE NUMBER:  ********

HISTORY SUMMARY FOR:

Name:

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

Phone:

###-###-####

Street:

*** * *******

City/St/Zip:

*********  **  *****

Account No.:

Unknown

Utility:

******

CUSTOMER HISTORY TIMELINE:

DATE

TIME

MESSAGE

03/28/16

Sales calls made to Customer

03/28/16

1.46 p

Customer left message

03/28/16

1.49 p

Customer left message

03/28/16

2.52 p

Realgy called and spoke with customer.  She wants to rescind her enrollment.  She said she did not go through a TPV, advised then she isn’t enrolled.  At this time, we see no information on her.

04/13/16

Recd complaint

04/19/16

Researched and responded to complaint

BBB COMPLAINT:

 

Representative claimed to be from ****** (our power company) but was really from Realgy Energy attempting to switch our service to them. I foolishly gave our account # but not permission to make the change. When I checked with ******, they said we would get switched whether we agreed our not. Calls back to Realgy claimed to be the answering service only. Original call from Realgy was from Florida.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

Upon reviewing the call, the when the Representative introduces herself, she clearly states she is calling from Realgy Energy Services.  During the call she does advise that customer that she is calling regarding the Customer Choice Program available to ****** Customers.   Realgy Energy Services does not enroll anyone in our program unless we have a signed agreement or the customer has gone through a TPV.  This customer did not do that, so we therefore did not enroll them.  We do not have a record of the customer leaving a message with our answering service.  We do use an answering service instead of a voice mail system, we feel it is better to have a live person answer a phone then leaving a message on a machine. 

INVESTIGATION IN RESPONSE TO COMPLAINT:

Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to;

1.     the sales processes

a.    collateral which includes script, post-sales script and leave behinds

b.    processing of sale including interview with agent

c.     quality control over sale including interview of QC supervisor

d.    floor manager/team leader review

2.    Management review of results

REALGY STANDARD SALES PRACTICE INCLUDES:

·        reviewing the script (D2D or TPV) with the representatives on the campaign

o   review of the post script

o   review of the QC management oversight

o   review of team leader / floor manager

·        was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign)

o   ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign

o   Use of Safety vest with Realgy logo

o   Realgy Agreement with Logo to all representatives working D2D campaign

·        For phone based representatives

o   TPV id number to all customers completing the process

o   Sales policies followed

o   Recording reviewed

·        Review of customer timeline including

o   Sales process listed above

o   Enrollment with utility

§  Utility response

o   Welcome letter to customer

o   Review of customer service notes

o   Notification of first billing with Realgy

o   Notification of 2nd billing with Realgy

4/30/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I talked to a representative on the phone, who called me, on 2/3/2016 and agreed to switch my gas supply services to Realgy Energy. She assured me of great savings, but needed to know quickly if I would change. MY BIG MISTAKE, DID NO RESEARCH!!! Said I would get papers in mail in 10 days, these never came. I kept checking my ****** bill and on my April bill received the first Realgy service charges: an INCREASE of over $500 in gas supply charges!!! I have called their number 5 times, get their "answering service" every time, even after just missing a call from them. Did receive 2 calls back, one I missed, the second from what sounded like a computer generated message that ended up hanging up on me. Hoping this might get an appropriate response from them.

Desired Settlement: I would like to talk to someone that can take care of crediting my account for that charge and remove me from their service.

Business Response:

BBB CASE NUMBER:  ********

HISTORY SUMMARY FOR:

Name:

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

Phone:

###-###-####

Street:

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

City/St/Zip:

*********  **  *****

Account No.:

*********

Utility:

******

CUSTOMER HISTORY TIMELINE:

DATE

TIME

MESSAGE

02/03/16

Customer authorized enrollment via TPV

02/14/16

Notice from Utility, enrollment accepted

02/17/16

Welcome Letter sent

03/31/16

1.33 p

Customer left message

03/31/16

6.57 p

Realgy left message

04/04/16

2.43 p

Customer left message

04/05/16

7.50 a

Customer left message

04/06/16

4.04 p

Customer left message

04/06/16

4.05 p

Realgy called customer, no machine, no message

04/07/16

10.29 a

Realgy called and spoke to Customer.  Advised there was a billing error and a refund will be issued.  Customer wants to cancel.  Advised we would submit that request.

04/07/06

Submit request to drop service to Utility

04/08/16

Refund check in the amount of $572.79 sent to customer

04/08/16

Recd complaint

04/11/16

Notice from Utility, drop service accepted

04/19/16

Researched and responded to complaint

BBB COMPLAINT:

 

I talked to a representative on the phone, who called me, on 2/3/2016 and agreed to switch my gas supply services to Realgy Energy. She assured me of great savings, but needed to know quickly if I would change. MY BIG MISTAKE, DID NO RESEARCH!!! Said I would get papers in mail in 10 days, these never came. I kept checking my ****** bill and on my April bill received the first Realgy service charges: an INCREASE of over $500 in gas supply charges!!! I have called their number 5 times, get their "answering service" every time, even after just missing a call from them. Did receive 2 calls back, one I missed, the second from what sounded like a computer generated message that ended up hanging up on me. Hoping this might get an appropriate response from them.  I would like to talk to someone that can take care of crediting my account for that charge and remove me from their service.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

The Welcome Letter, which customer refers to as “papers” was sent out 3 days after enrollment.  We did realize there was a billing error on the first month of service, advised the customer of this, and sent a refund check for the over charge.  We do have an answering service so that a live operator speaks to our customers when all our CS Reps are on the phones instead of a voice mail system. 

INVESTIGATION IN RESPONSE TO COMPLAINT:

Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to;

1.     the sales processes

a.    collateral which includes script, post-sales script and leave behinds

b.    processing of sale including interview with agent

c.     quality control over sale including interview of QC supervisor

d.    floor manager/team leader review

2.    Management review of results

REALGY STANDARD SALES PRACTICE INCLUDES:

·        reviewing the script (D2D or TPV) with the representatives on the campaign

o   review of the post script

o   review of the QC management oversight

o   review of team leader / floor manager

·        was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign)

o   ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign

o   Use of Safety vest with Realgy logo

o   Realgy Agreement with Logo to all representatives working D2D campaign

·        For phone based representatives

o   TPV id number to all customers completing the process

o   Sales policies followed

o   Recording reviewed

·        Review of customer timeline including

o   Sales process listed above

o   Enrollment with utility

§  Utility response

o   Welcome letter to customer

o   Review of customer service notes

o   Notification of first billing with Realgy

o   Notification of 2nd billing with Realgy

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

I am rejecting this response because:  I have never received any refund, and my ****** account has not been corrected regarding the billing error. Still waiting for resolution!!

Sincerely,

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

Business Response: THE CHECK WAS MAILED OUT TO THE CUSTOMER ON 04/21/16, WHICH WAS LAST THURSDAY.  IT MAY NOT HAVE REACHED THE CUSTOMER YET, BUT IT WAS SENT.  IF SHE WOULD PREFER A DIRECT DEPOSIT, WHICH WAS OFFERED, WE CAN CERTAINLY ACCOMMODATE THAT REQUEST AND PUT A STOP PAYMENT ON THE CHECK.  THE ACCOUNT HAS BEEN CORRECT.

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. The check was received on 4/26/2016.

Sincerely,

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

4/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was signed up with this contract against my knowledge. A man came to my door asking me questions about my current gas provider. I answered his questions and he asked that I sign a form that he identified as a "survey" referring to the questions he had asked me. Several weeks later I was informed by Realgy that I had agreed to have my service changed-which I DID NOT. I want to cancel the contract and and remain with my existing provider. When attempting to call this company I cannot reach a customer service representative. I am able to leave a message for them and they in return are to call me back. THis is the fourth day in which I have not been able to speak to anyone. Although a representative did call me back one time, I missed the call and then again was told to leave a message and they will return my call. This is not acceptable.

Desired Settlement: I want the contract cancelled and assured that I am not responsible for any fees or expenses in writing.

Business Response:

BBB CASE NUMBER:  ********

 

HISTORY SUMMARY FOR:

 

Name:

***** * ****

Phone:

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

Street:

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

City/St/Zip:

***** ****  **  *****

Account No.:

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

Utility:

***

 

CUSTOMER HISTORY TIMELINE:

 

DATE

TIME

MESSAGE

02/08/16

 

Customer signed Agreement to authorize enrollment

02/19/16

 

Notice from Utility, enrollment accepted

02/22/16

 

Welcome Letter sent

04/04/16

9.34 a

Customer left message

04/04/16

4.35 p

Realgy left message

04/05/16

8.41 a

Customer left message

04/06/16

9.27 a

Customer left message

04/06/16

4.33 p

Realgy left message

04/06/16

4.44 p

Customer left message

04/07/16

10.59 a

Realgy left message

04/07/16

 

Recd complaint

04/18/16

9.23 a

Recd email from customer, requesting to cancel service.  Responded to email advising we would process the request, also sent an invitation for the customer to set a TimeTrade appointment to discuss the issues.

04/18/16

 

Submit request to drop service to Utility

04/19/16

 

Notice from Utility drop service accepted

04/19/16

 

Researched and responded to complaint

 

BBB COMPLAINT:

 

I was signed up with this contract against my knowledge. A man came to my door asking me questions about my current gas provider. I answered his questions and he asked that I sign a form that he identified as a "survey" referring to the questions he had asked me. Several weeks later I was informed by Realgy that I had agreed to have my service changed-which I DID NOT. I want to cancel the contract and and remain with my existing provider. When attempting to call this company I cannot reach a customer service representative. I am able to leave a message for them and they in return are to call me back. THis is the fourth day in which I have not been able to speak to anyone. Although a representative did call me back one time, I missed the call and then again was told to leave a message and they will return my call. This is not acceptable.

 

OUR INVESTIATION UNCOVERED THE FOLLOWING:

 

The customer was contacted by an agent of Realgy and signed a contract which we have.  Each Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat (weather dependent) and a badge.  Each Agent signs in each morning and Realgy Gear is checked.  The script does not include any survey message. The customer received a welcome letter.  This Representative was questioned about this complaint and he had no specific remembrance of this account. He denies the practice cited.  We have reviewed the script and the importance of sticking to the script with our agents.  Realgy does use an Answering Service in lieu of a voice mail system, we feel it is more personal to leave a message with a live operator instead of on a machine.  We do our best to return all calls with 1 business day, which we did with this customer. 

 

INVESTIGATION IN RESPONSE TO COMPLAINT:

 

Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to;

1.     the sales processes

a.    collateral which includes script, post-sales script and leave behinds

b.    processing of sale including interview with agent

c.     quality control over sale including interview of QC supervisor

d.    floor manager/team leader review

2.    Management review of results

 

REALGY STANDARD SALES PRACTICE INCLUDES:

 

·        reviewing the script (D2D or TPV) with the representatives on the campaign

o   review of the post script

o   review of the QC management oversight

o   review of team leader / floor manager

·        was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign)

o   ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign

o   Use of Safety vest with Realgy logo

o   Realgy Agreement with Logo to all representatives working D2D campaign

·        For phone based representatives

o   TPV id number to all customers completing the process

o   Sales policies followed

o   Recording reviewed

·        Review of customer timeline including

o   Sales process listed above

o   Enrollment with utility

§  Utility response

o   Welcome letter to customer

o   Review of customer service notes

o   Notification of first billing with Realgy

o   Notification of 2nd billing with Realgy

 

 

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.

Sincerely,

***** ****

2/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I RECEIVED PHONE CALL FROM COMPANY TO AGREE TO SIGN UP WITH THEM TO SAVE MONEY ON GAS BILL. AFTER DOING RESEARCH ON THEM I HAVE SECOND THOUGHTS. I TRIED TO CALL THEM AND CAN NOT GET A PERSON TO TAKE MY CALL. THEY SAY THEY WILL HAVE SOMEONE CALL ME BACK..AFTER 5 PHONE CALLS THAT ARE NOT RETURNED I WANT TO CANCEL AGREEMENT WITH THEM, WHICH THERE SITE SAYS TO DO SO WITHIN 10 DAYS.......BUT I CANNOT MAKE THEM CALL ME, AND I'M TIRED OF WAITING ON THEM TO CONTACT ME.....WHICH I DON'T BELIEVE THEY WILL.

Desired Settlement: CANCEL MY AGREEMENT BEFORE IT'S TO LATE......

Business Response:

BBB Case No:  ********

HISTORY SUMMARY FOR:

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

Name:

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

Phone:

###-###-####

Street:

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

City/St/Zip:

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

Account No.:

*********

 

******

CUSTOMER HISTORY TIMELINE:

01/26/16 – Customer authorized enrollment via TPV

01/27/16 @ 9:50 am – Customer left message

01/28/16 @ 8:35 am – Customer left message

01/28/16 @ 10:41 am – Customer left message

01/28/16 @ 10:45 am – Customer left message

01/28/16 @ 4:38 pm – Realgy called and spoke to customer, customer would like to rescind enrollment.  Advised we would submit that request.

01/29/16 – Submit rescind request to Utility

02/01/16 – Notice from Utility, rescission accepted

02/24/16 – Recd, researched, responded to complaint

DIRECT RESPONSE TO COMPLAINT:

I RECEIVED PHONE CALL FROM COMPANY TO AGREE TO SIGN UP WITH THEM TO SAVE MONEY ON GAS BILL.   This is a statement, not a complaint.

AFTER DOING RESEARCH ON THEM I HAVE SECOND THOUGHTS.   This is a statement, not a complaint.

I TRIED TO CALL THEM AND CAN NOT GET A PERSON TO TAKE MY CALL.  When all the customer service reps are on the phones, the calls are transferred to an answering service so that a live person takes the message instead of going to a voice mail.  Our policy is to return the call within 1 business day.  This call was returned that same afternoon.

THEY SAY THEY WILL HAVE SOMEONE CALL ME BACK.  This is a statement, not a complaint.

AFTER 5 PHONE CALLS THAT ARE NOT RETURNED  Evidence shows the caller made the calls within a few hours, Realgy did return the calls that afternoon.

I WANT TO CANCEL AGREEMENT WITH THEM, WHICH THERE SITE SAYS TO DO SO WITHIN 10 DAYS.  This has been done.

.BUT I CANNOT MAKE THEM CALL ME, AND I'M TIRED OF WAITING ON THEM TO CONTACT ME.  Evidence refutes this statement.

WHICH I DON'T BELIEVE THEY WILL.  Evidence refutes this statement.

 

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.

Sincerely,

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

1/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A woman came to my door about a month ago claiming she was with ***** Energy to let me know the prices have dropped for gas and would need my billing statement in order to receive the change in prices for next month's bill. She however DID NOT inform me that she WAS NOT with my current gas provider and was with Realgy Energy Services. I have contacted ***** to see if the gas was in my name but Realgy has switched me over to their pricing without my permission or agreement. I need to get my gas back in my name COMPLETELY with ***** and cancel Realgy Energy Services as soon as possible before my 10 days are up. I have attempted to contact Realgy several times and no one has returned my phone calls or emails. I am frustrated that the woman was very dishonest and that Realgy put the gas into their name without my permission to do so. This is completely unacceptable and unprofessional. Please help me cancel my subscription with Realgy promptly so that I can get the gas back into my name fully with ***** energy.

Desired Settlement: I need to have my subscription to Realgy Energy Service canceled IMMEDIATELY so that I can get my name back into ******* prices ASAP.

Business Response:

BBB Case No:  10999337

HISTORY SUMMARY FOR:

      Name:      ****** * ******

      Phone:      ###-###-####

      Street:       **** * ***** ***** ****** *** *

      CityStZip:   ******* ** *****

      Acct:        ***********

      Utility:      *****

CUSTOMER HISTORY TIMELINE:

11/25/15 – Customer signed agreement authorizing enrollment (attached)

11/30/15 – Notice from Utility, enrollment accepted

12/03/15 – Welcome Letter sent (attached)

12/15/15 @ 11:18 am – Customer left message

12/15/15 @ 4:22 pm – Realgy rec’d written request to drop service

12/16/15 – Submit drop request to Utility

12/16/15 @ 12:17 pm – Customer left message

12/16/15 @ 1:39 pm – Customer left message

12/16/15 @ 3:45 pm – Realgy called and spoke to Customer, she felt she was misled.  When asked if the Rep had on the Realgy badge and vest, she said she couldn’t remember because so many people come in and out of her property.  Advised that we had submitted the drop request per her written request.  She is all set.

12/17/15 – Notice from Utility, accepted drop request

01/04/16 – Rec’d complaint

01/05/16 – Researched and responded to complaint

DIRECT RESPONSE TO COMPLAINT:

A woman came to my door about a month ago claiming she was with ***** Energy to let me know the prices have dropped for gas and would need my billing statement in order to receive the change in prices for next month's bill. Each Agent is assigned Realgy Gear which consists of a hat, shirt, coat (weather dependent) and a badge. Each Agent signs in each morning and Realgy Gear is checked.  We do not represent ourselves as being with ***** or any Utility. 

She however DID NOT inform me that she WAS NOT with my current gas provider and was with Realgy Energy Services.  Evidence refutes this statement.

I have contacted ***** to see if the gas was in my name but Realgy has switched me over to their pricing without my permission or agreement.  Evidence refutes this statement, the signed agreement is attached.

I need to get my gas back in my name COMPLETELY with ***** and cancel Realgy Energy Services as soon as possible before my 10 days are up.  This was done upon her written request on 12/16/15.

I have attempted to contact Realgy several times and no one has returned my phone calls or emails.  Evidence refutes this statement.

I am frustrated that the woman was very dishonest and that Realgy put the gas into their name without my permission to do so. Each Agent is assigned Realgy Gear which consists of a hat, shirt, coat (weather dependent) and a badge. Each Agent signs in each morning and Realgy Gear is checked.  We do not represent ourselves as being with ***** or any Utility.  The customer also signed the agreement which clearly shows we are Realgy and she is switching to a third party supplier.

This is completely unacceptable and unprofessional.  Realgy is a licensed, registered and approved supplier by the *****

Please help me cancel my subscription with Realgy promptly so that I can get the gas back into my name fully with ***** energy.  This was done upon the customer’s written request on 12/16/15.

11/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a phone call on the morning of Friday October 2,2015 from Natasha with Realgy Energy Services. I foolishly signed up for the service. Our utility bill is in my husbands name, he was not happy with what I had done and wanted it canceled. I started calling this company that afternoon and have been calling consistantly from that time on. All I get is the answering service,they tell me they will send the message on and that someone will get back to me,but so far I have not been able to talk to anyone. I want this service canceled and have tried to do that befeor the service was ever instated.

Desired Settlement: Leave my natural gas service alone and never contact me again.

Business Response:

BBB CASE NO:  ********

MPSC CASE NO:  ********

HISTORY SUMMARY FOR:

      Name:                    ****** * *********

      Phone:                   ###-###-####

      Street:                   *** ***** ******       **********             ***********  **  *****

      Acct:                       *************

      Utility:                    Consumers

CUSTOMER HISTORY TIMELINE:

10/02/15 – Customer authorized enrollment via TPV

10/02/15 @ 10:55 am – Customer left message, info regarding rates

10/02/15 @ 12:14 pm – Customer left message, info regarding rates

10/02/15 @ 4:43 pm – Realgy called customer, left message

10/06/15 @ 7:44 am – Customer left message

10/06/15 @ 10:44 am – Realgy called customer, left message with wife

10/06/15 @ 12:08 pm – Customer left message

10/06/15 @ 1:42 pm – Customer left message

10/06/15 @ 2:38 pm – Realgy called customer, left message

10/07/15 – Notice from Utility enrollment accepted

10/07/15 @ 10:47 am – Customer left message

10/07/15 @ 12:13 pm – Customer left message

10/07/15 @ 1:54 pm – Customer left message

10/07/15 @ 3:21 pm – Realgy called customer, left message

10/07/15 @ 4:01 pm – Realgy called customer, left message

10/08/15 @ 8:01 am – Customer left message

10/08/15 @ 8:05 am – Customer left message

10/08/15 @ 9:01 am – Customer left message

10/08/15 @ 10:41 am – Customer left message

10/08/15 @ 12:12 pm – Customer left message

10/08/15 @ 12:58 pm – Customer left message

10/08/15 @ 1:31 pm – Customer left message

10/08/15 @ 1:58 pm – Customer left message

10/08/15 @ 1:59 pm – Customer left message

10/08/15 @ 2:13 pm - Customer left message

10/08/15  - Rec’d MPSC Complaint

10/09/15 – Notice from Utility, customer rescinding enrollment

10/09/15 – Rec’d BBB Complaint

10/13/15 – Researched and responded to MPSC complaint

10/21/15 – Researched and responded to BBB Complaint

DIRECT RESPONSE TO BBB COMPLAINT:

I received a phone call on the morning of Friday October 2,2015 from Natasha with Realgy Energy Services. I foolishly signed up for the service.  This is a statement, not a complaint Realgy can respond to.

Our utility bill is in my husbands name, he was not happy with what I had done and wanted it canceled. This is a statement, not a complaint Realgy can respond to.

I started calling this company that afternoon and have been calling consistantly from that time on.  If we are on our phones, the calls to go to an answering service instead of voice mail.  We retrieve the calls from the answering service a few times a day.  We have called this customer back each day they have left a message, and in turn can only leave a message.  Review of timeline will show the history of calls made by this customer.

All I get is the answering service,they tell me they will send the message on and that someone will get back to me,but so far I have not been able to talk to anyone. If we are on our phones, the calls to go to an answering service instead of voice mail.  We retrieve the calls from the answering service a few times a day.  We have called this customer back each day they have left a message, and in turn can only leave a message.
I want this service canceled and have tried to do that befeor the service was ever instated.  Customer did rescind the enrollment through the Utility.

DIRECT RESPONSE TO MPSC COMPLAINT:

The customer states that she has been trying to she signed up for Realgy on Oct 2nd.  The customer did go through the TPV on 10/02/15 to authorize enrollment.

The customer states she has been trying to call Realgy since that time and just gets an answering service - no one from Realgy to speak to.  If we are on our phones, the calls to go to an answering service instead of voice mail.  We retrieve the calls from the answering service a few times a day.  We have called this customer back each day they have left a message, and in turn can only leave a message.
Customer wants to cancel this service. Please confirm this cancellation.  Customer did rescind the enrollment through the Utility.

10/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have ***** energy as our energy company and received a letter from realgy energy stating we changed to their services per a voice recorded phone conversation which neither my husband or myself had with this company. I have called to cancel the service and keep getting a phone answering service stating they will return my call. They called back when I was at work and I tried to return the call and got the same answering service. They said they would call again till tomorrow and I couldn't speak to anyone until then! I was very upset. I want to know how my information was given to them and who authorized to change my account to them.

Desired Settlement: Don't want realgy energy services services. We would like an explanation of how our information was given to them. A letter of apology for the inconvenience they have caused us.

Business Response:

BBB CASE NO:  ********

MPSC CASE NO:  ********

HISTORY SUMMARY FOR:

      Name:                    ***** * ****

      Phone:                   ###-###-####

      Street:                   *** ***** *****

      CityStZip:             *******  **  *****

      Acct:                       ***********

      Utility:                    *****

CUSTOMER HISTORY TIMELINE:

05/07/15 – Customer signed agreement authorizing enrollment

05/19/15 – Notice from Utility, enrollment rejected due to incorrect name

05/19/15 – Submit corrected enrollment request

06/16/15 – Notice from Utility, accepted enrollment

09/15/15 – Welcome Letter sent

09/28/15 @ 2:36 pm – Customer left message

09/29/15 – Recd MPSC complaint

09/29/15 @ 10:53 am – Realgy  called customer, left message, Welcome Letter sent in error, disregard

09/29/15 @ 2:41 pm – Customer left message

09/29/15 – Researched and responded to complaint

09/30/15 @ 10:17 am – Realgy called Customer, left message

10/01/15 @ 9:35 am – Realgy called Customer, left message

10/01/15 – Recd BBB Complaint

10/05/15 @ 1:47 pm – Realgy called Customer, left message

10/05/15 @ 2:28 pm – Customer left message

10/06/15 @ 8:28 am – Realgy called Customer, left message

10/07/15 @ 12:30 pm – Realgy called Customer, left message

10/07/15 – Researched and responded to complaint

BBB COMPLAINT:

We have ***** energy as our energy company and received a letter from realgy energy stating we changed to their services per a voice recorded phone conversation which neither my husband or myself had with this company. I have called to cancel the service and keep getting a phone answering service stating they will return my call. They called back when I was at work and I tried to return the call and got the same answering service. They said they would call again till tomorrow and I couldn't speak to anyone until then! I was very upset. I want to know how my information was given to them and who authorized to change my account to them.

BBB DIRECT RESPONSE TO COMPLAINT:

The Welcome Letter was sent in error and can be disregarded.  As the evidence above shows, Realgy has made numerous attempts to contact the customer.  We have left messages advising the Welcome Letter was sent in error.  As well as responding to their MPSC Complaint.  The information was given to Realgy directly by the customer, who signed an Agreement to enroll with Realgy’s service.  Which is attached.

MPSC COMPLAINT:

Customer states that they just got a letter in the mail from Realgy. Customer states the letter said that back in July they have a voice recording of customer's husband switching over the service. Customer states that husband never authorized Realgy to switch over his account or had even spoke with them before.

MPSC DIRECT RESPONSE TO COMPLAINT:

The incorrect Welcome Letter was sent out in error.  Customer can ignore this letter.  Will attempt to contact customer again and advise.

8/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: These people continue to call us, no matter how many times I tell them not to. As a church, we cannot subscribe to the Do Not Call registry. The last caller proceeded to harass me after I told him that I had investigated the company and found them to be misleading in reference to their "savings".

Desired Settlement: We desire that this company would stop calling us. We have NO intention of ever dealing with them, even if their claims were legitimate.

Business Response:

BBB ID:  ********

 

HISTORY SUMMARY FOR:

 

      Name:            ******* ******* ******

      Phone:           ************

      Street:            *** **** ****** *****

      CityStZip:    ******  **  *****

      Acct:              unknown

      Utility:          unknown

 

CUSTOMER HISTORY TIMELINE:

 

08/19/15 – Rec’d BBB complaint

08/20/15 – researched and responded to complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

These people continue to call us, no matter how many times I tell them not to.  As a church, we cannot subscribe to the Do Not Call registry. The last caller proceeded to harass me after I told him that I had investigated the company and found them to be misleading in reference to their "savings".

We do call and leave messages.  When we do talk to a potential customer, if they say no, it is our practice to stop calling.  But we may call back in another year.  Our savings are proven and are shown on our website along with our comps.  There is nothing misleading about our program or the savings we offer. 

This customer will be added to our internal DNC list.

 

Business Response:

BBB ID:  ********

 

HISTORY SUMMARY FOR:

 

      Name:            ******* ******* ******

      Phone:           ************

      Street:            *** **** ****** *****

      CityStZip:    ******  **  *****

      Acct:              unknown

      Utility:          unknown

 

CUSTOMER HISTORY TIMELINE:

 

08/19/15 – Rec’d BBB complaint

08/20/15 – researched and responded to complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

These people continue to call us, no matter how many times I tell them not to.  As a church, we cannot subscribe to the Do Not Call registry. The last caller proceeded to harass me after I told him that I had investigated the company and found them to be misleading in reference to their "savings".

We do call and leave messages.  When we do talk to a potential customer, if they say no, it is our practice to stop calling.  But we may call back in another year.  Our savings are proven and are shown on our website along with our comps.  There is nothing misleading about our program or the savings we offer. 

This customer will be added to our internal DNC list.

 

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

I am rejecting this response because:  I have received four calls from this company in the last few months.  Each time we have asked them to stop calling.  Three of them "promised" we would be taken off the list.  Caller #3 got very angry and defensive with me, almost bullying.

Sincerely,

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

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

I am rejecting this response because:  I have received four calls from this company in the last few months.  Each time we have asked them to stop calling.  Three of them "promised" we would be taken off the list.  Caller #3 got very angry and defensive with me, almost bullying.

Sincerely,

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

Business Response: This number has been added to our internal Do Not Call list.


Business Response: This number has been added to our internal Do Not Call list.


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.

Sincerely,

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

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.

Sincerely,

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

6/18/2015 Problems with Product/Service
6/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ...none of your "Primary Nature..." categories include my complaint I have recieved 16 unwanted solicitation calls over the course of 6 days, in one case 5 calls in one day. My number is registered with the do not call registry for 4+ years and I demand the calls stop. This is abusive and harassing. This phone number is a business phone and is not answered during the day. I have no business relationship with Realgy Energy Services either current or past. The phone number they are calling is ************. The callers never leave a message. This is disruptive and unwarranted. 3/30 - 1 call, 2 of which were only 10 minutes apart 3/31 - 5 calls 4/1 - 3 calls 4/2 - 2 calls 4/8 - 2 calls 4/9 - 3 calls

Desired Settlement: Realgy Energy Services immediately stops the harassing phone calls

Business Response:

BBB Case No:  ********

**** Case No:  ********

 

HISTORY SUMMARY FOR:

 

      Name:               **** ********

      Phone:               *************************

      Street:               **** ******* *****

      CityStZip:           *******  **  *****

      Acct:                  unknown

      Utility:                unknow

 

CUSTOMER HISTORY TIMELINE:

 

03/19/15 @ 09:41 am – Realgy left message

04/01/15 @ 1:35 pm – Realgy left message

04/16/15 – Rec’d complaint

04/21/15 – Researched and responded to complaint

06/08/15 – Rec’d BBB complaint, researched and responded

 

DIRECT RESPONSE TO BBB COMPLAINT:

Customer’s Statement of the Problem:
...none of your "Primary Nature..." categories include my complaint  This is a statement, not a complaint Realgy can respond to.  We don’t have a Primary Nature category.

I have recieved 16 unwanted solicitation calls over the course of 6 days, in one case 5 calls in one day.  Our phone records are computerized and do not show this number was called as described.

My number is registered with the do not call registry for 4+ years and I demand the calls stop.  This number was looked up on the National Do Not Call List and this was the response (clearly not on the National Do Not Call Listing:

 

From: ******************** ****************************]
Sent: Tuesday, April 21, 2015 8:58 AM
To: ***** *******
Subject: National Do Not Call Registry - You Are Not Registered

 

Your phone number with the last four digits **** is not registered in the National Do Not Call Registry.

To register your phone number, click here
******************************************* and enter your information in the registration form.

******************************************************************************************************************************
Please do not reply to this message as it is from an unattended mailbox. Any replies to this email will not be responded to or forwarded. This service is used for outgoing emails only and cannot respond to inquiries.

 

This is abusive and harassing.  This is a statement, not a complaint that Realgy can respond to.

This phone number is a business phone and is not answered during the day.  If this statement is regarding the customer’s phone, Realgy cannot respond.  If this statement it regarding Realgy’s phone, we have 4 customer service representatives on the phone.  If all lines are busy we do have the phone forward to a live answering service instead of a machine.  We do return calls within 1 business day.  WE also have a LIVE CHAT option on our website.  And we have an appointment setter that allows the customer to choose a time they would like to receive a return phone call.

I have no business relationship with Realgy Energy Services either current or past.  This is a statement, not a complaint Realgy can respond to.

The phone number they are calling is ************.  This is a statement, not a complaint Realgy can respond to.

The callers never leave a message.   This is a statement, not a complaint Realgy can respond to.

This is disruptive and unwarranted.  This is a statement, not a complaint Realgy can respond to.

3/30 - 1 call, 2 of which were only 10 minutes apart 3/31 - 5 calls 4/1 - 3 calls 4/2 - 2 calls 4/8 - 2 calls 4/9 - 3 calls

 

DIRECT RESPONSE TO **** COMPLAINT:

 

This complant is regarding REALGY ENERGY SERVICES based in ******** **.  This is a statement, not a complaint Realgy can respond to.

I have received 21 solicitation calls since March 30th.  Our records show we have attempted to reach this customer twice.

On March 31, I received 5 calls, sometimes only 10 minutes apart.  Our records indicate we have attempted to reach this customer twice, once on 03/19/15 and again on 04/01/15.

On 4/13, I received 3 calls.  These calls were not from Realgy.

I called Realgy twice (operator and then the office manager) on 4/9 and asked them to stop.  Our office has not received a call from this customer.

I filed a complaint on the Fed do not call registry (my number has been listed on the registry for over 4 years), and now, I filed a complaint with the BBB in Conneticut  This is a statement, not a complaint Realgy can respond to.  Realgy did look the number up on the DNC registry and here is the result:

 

From: ******************** *****************************
Sent: Tuesday, April 21, 2015 8:58 AM
To: ***** *******
Subject: National Do Not Call Registry - You Are Not Registered

 

Your phone number with the last four digits **** is not registered in the National Do Not Call Registry.

To register your phone number, click here *******************************************
and enter your information in the registration form.

******************************************************************************************************************************
Please do not reply to this message as it is from an unattended mailbox. Any replies to this email will not be responded to or forwarded. This service is used for outgoing emails only and cannot respond to inquiries.

Realgy received the BBB complaint on 4/10, but the calls keep coming.  This customer has been added to our internal DNC list as of this complaint on 04/16/15.

I have never in the past nor will in the future have a business relationship with Realgy.  This is a statement, not a complaint Realgy can respond to.

The number they are calling is ************.  This is a statement, not a complaint Realgy can respond to.

This is my business phone and I do not need the harrasment and wasting of time.  This is a statement, not a complaint Realgy can respond to.

Can you do anything about this???  We have added the number to our internal DNC list.

I appreciate any efforts you can apply towards this problem, thanks. **** ********

 

 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

Realgy Energy's assertion that the phone number they continued to call me on was not registered with the DNC list is not accurate. This number has been registered since 2009. Fact, not an opinion.

From: ******************** *****************************
Sent: Tuesday, June 09, 2015 1:55 PM
To: ********* **** *
Subject: National Do Not Call Registry - Your Registration Is Confirmed

 

Thank you for registering your phone number with the National Do Not Call Registry. You successfully registered your phone number ending in **** on September 25, 2009. Most telemarketers will be required to stop calling you 31 days from your registration date.



Sincerely,

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

5/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: on 5/5/2015, a sales person came to my door. At the time I had no idea he was a sales person. At first he stated he was with ********* ****** and needed to look at my recent bill to make sure I was getting the lowest price for my gas. I was concerned but pulled up my bill and showed him. He wrote some information down, and then I began to question him. I asked him what he was doing any why he needed my bill. He responded that he was checking the gas recovery cost. He then asked for my signature. I was really skeptical now, so I asked him directly if he was from ********* ******. He replied, no I'm with Realgy energy, but we work with ********* ******. I then asked him what was going to happen and why I was signing, and if this was going to cost me anything. He replied, No, this is just switching where your gas comes from, now it will just come from within ********. I signed but felt very uneasy. I immediately called ********* ****** and they explained the entire process to me, in that the salesman had switched me over to Realgy company for the gas and they have different prices that fluctuate, and sometimes may be higher or lower depending on where and when each company buys the gas. I never would have switched had I known this information. I was lied to and upset. I then called Realgy to figure out what they had to say. When I called I was answered by someone who is just a call technician, and can only answer t he phone and take a message to have someone qualified to call me back! I have been playing phone tag for two weeks!!!! Every time they call I am at work and I cannot answer. I called and left another message with another call technician and asked them not to call before 3:00PM, and to only call after 3:00PM...sure enough the next morning I get a call at 10:00AM. I want to just cancel the service and cannot get anyone to actually talk to to take care of this. Very upset about the immoral and shady business practice to get customers, and the trying to hide behind a call center as to not answer questions or complaints if they don't want to, and with the inability to talk to cancel this awful service.

Desired Settlement: I would just like my service with Realgy canceled, and no charges on my end to pay.

Business Response:

HISTORY SUMMARY FOR:

 

      Name:        ******* ******

      Phone:       ************

      Street:       **** ********** ** **

      CityStZip:  *********  **  *****

      Acct:          *************

      Utility:       Consumers

 

CUSTOMER HISTORY TIMELINE:

 

05/05/15 – Customer signed contract

05/05/15 @ 3:37 pm – Customer left message, what are current rates

05/06/15 @ 8:20 am – Realgy called Customer, left message

05/07/15 @ 9:15 am – Realgy called Customer, left message

05/07/15 @ 1:09 pm – Realgy called Customer, left detailed message

05/08/15 – Notice from Utility, accepted enrollment, start date of 06/01/15

05/08/15 @ 2:35 pm – Customer left message, clarification on rates

05/11/15 @ 8:29 am – Realgy called Customer, left message

05/11/15 @ 8:48 am – Realgy called Customer, left message

05/11/15 @ 2:44 pm – Realgy called Customer, left detailed message

05/18/15 @ 4:40 pm – Customer left message, needs more clarification on rates

05/19/15 @ 8:42 am – Realgy called Customer, left message

05/19/15 @ 4:56 pm – Realgy called Customer, left message

05/19/15 @ 5:00 pm – Customer left message

05/20/15 @ 3:57 pm – Realgy called and spoke to Customer, *******, would like to cancel, states he did not realized he had signed up with Realgy.  Offered the 6 month guarantee, no penalty, will refund if we cost more than the Utility.  Customer declined.

05/20/15 – Submit request to rescind to Utility

05/26/15 – Notice from Utility accepted Rescission, end date of 07/01/15

05/26/15 – Rec’d, researched, responded to BBB Complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

Realgy representatives have wear an ID badge with the Realgy logo, the representative’s name and picture clearly shown.  They also wear either a Jacket or Polo shirt with the Realgy logo clearly on the left hand chest.  Some also wear a baseball cap with the Realgy logo on the front.  We do not represent ourselves as anything but Realgy, a Supplier for Consumer’s Customer Choice Program.  The representative will ask to see the Customer’s Utility bill in order to show them if and where we can save them money.  We have a contract, that clearly states it is from Realgy. 

 

When all the representatives in Customer Service are on the phones or after our business hours, we do have the overflow switch over to our Answering Service, so that a live person answers, not the customer just leaving a voice message.  We return all calls within 1 business day.

 

We send our customers a Welcome Letter, which includes our website, all information is located on the web site.  We also let our customers know that they can set up an appointment to have us call them back at a time convenient for them.  We also have a LIVE CHAT option.  We make ourselves as available to our customers as we possibly can.

 

Realgy has been saving money for our customers’ since 1999.  We also offer our customers a 6 month guarantee, try our service and if we have not saved you money in that 6 month period, we will refund the difference and you can drop the service with no ETF.

 

This customer’s account has been dropped.

Business Response:

HISTORY SUMMARY FOR:

 

      Name:        ******* ******

      Phone:       ************

      Street:       **** ********** ** **

      CityStZip:  *********  **  *****

      Acct:          *************

      Utility:       Consumers

 

CUSTOMER HISTORY TIMELINE:

 

05/05/15 – Customer signed contract

05/05/15 @ 3:37 pm – Customer left message, what are current rates

05/06/15 @ 8:20 am – Realgy called Customer, left message

05/07/15 @ 9:15 am – Realgy called Customer, left message

05/07/15 @ 1:09 pm – Realgy called Customer, left detailed message

05/08/15 – Notice from Utility, accepted enrollment, start date of 06/01/15

05/08/15 @ 2:35 pm – Customer left message, clarification on rates

05/11/15 @ 8:29 am – Realgy called Customer, left message

05/11/15 @ 8:48 am – Realgy called Customer, left message

05/11/15 @ 2:44 pm – Realgy called Customer, left detailed message

05/18/15 @ 4:40 pm – Customer left message, needs more clarification on rates

05/19/15 @ 8:42 am – Realgy called Customer, left message

05/19/15 @ 4:56 pm – Realgy called Customer, left message

05/19/15 @ 5:00 pm – Customer left message

05/20/15 @ 3:57 pm – Realgy called and spoke to Customer, *******, would like to cancel, states he did not realized he had signed up with Realgy.  Offered the 6 month guarantee, no penalty, will refund if we cost more than the Utility.  Customer declined.

05/20/15 – Submit request to rescind to Utility

05/26/15 – Notice from Utility accepted Rescission, end date of 07/01/15

05/26/15 – Rec’d, researched, responded to BBB Complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

Realgy representatives have wear an ID badge with the Realgy logo, the representative’s name and picture clearly shown.  They also wear either a Jacket or Polo shirt with the Realgy logo clearly on the left hand chest.  Some also wear a baseball cap with the Realgy logo on the front.  We do not represent ourselves as anything but Realgy, a Supplier for Consumer’s Customer Choice Program.  The representative will ask to see the Customer’s Utility bill in order to show them if and where we can save them money.  We have a contract, that clearly states it is from Realgy. 

 

When all the representatives in Customer Service are on the phones or after our business hours, we do have the overflow switch over to our Answering Service, so that a live person answers, not the customer just leaving a voice message.  We return all calls within 1 business day.

 

We send our customers a Welcome Letter, which includes our website, all information is located on the web site.  We also let our customers know that they can set up an appointment to have us call them back at a time convenient for them.  We also have a LIVE CHAT option.  We make ourselves as available to our customers as we possibly can.

 

Realgy has been saving money for our customers’ since 1999.  We also offer our customers a 6 month guarantee, try our service and if we have not saved you money in that 6 month period, we will refund the difference and you can drop the service with no ETF.

 

This customer’s account has been dropped.

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.

Sincerely,

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

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.

Sincerely,

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

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: (1) Failure to honor price agreement, promises: The company has not kept up, at all, to its price agreement. And, kept charging my account, without any explanation.. It also never backed it up sending me agreement, contract, welcome letter, or even email; as it had promised me..! I have not received anything in writing, not even email, as I was told..! (2) Unexplained, unauthorized charges: On top of not keeping up to its promises to price agreement, it also keeps charging my account (every month) other charges, fees (pool participation.. Additional fees.. Etc..), which I never agreed to. I had specifically asked, and was told that there won't be any charges, fees..! (3) Unable to reach, talk, discuss to anyone in the Company: My repeated tries to contact, talk to someone in the company have failed miserably..! Calls either go to answering service, or voice mail; and, no one bothers to return my calls..! Period..! Company does not have email contact, or any customer help on its website..!! Talked with someone twice..! Once, when ****** called me to get me into joining the service (company never honored that price promise..!), and then when my service wasn't changed due to municipal aggregation, ****** called me to get me into joining them..! And, since then, once joined, I am at its mercy to all these unexplained charges, unable to talk it out, sort it out, and frustrating in dark..!

Desired Settlement: (1). The company should return all extraneous charges; pool participation, additional fees, etc.. And, stop charging it, until my change in service is done... (2). I have initiated change for my supplier.. It should be allowed to go through smoothly, without any charges, or further complication..! (3). Definitely, this kind of behavior; breach of promises, deceptive practices, blatant disregard of customer, lack of accountability, inaccessibility is never good for anyone..! There should be better protective rules to avoid this kind of happenings, and lessening stress, frustration..! I hope this company straightens out its practices, becomes moral, rule bases, and values its customers..!

Business Response:

CASE:                                  ********

CUSTOMER NAME:         ******* ****

ACCOUNT:                         **********

UTILITY:                           *****

 

CUSTOMER HISTORY TIMELINE:

 

07/08/14 - Customer went through ***

07/09/14 - Request to enroll sent to Utility

07/10/14 - Notice from Utility, NFI

08/20/14 @ 3:58 pm - Customer left message

08/25/14 @ 2:24 pm - Realgy called and spoke to Customer, Upendra he signed with Realgy to get out of his City's aggregate deal. But enrollment rejected as NOT FIRST IN he contacted ***** about this and they told him there was no real way to ensure that Realgy would enroll before the aggregate deal. He does want to enroll with Realgy so I resubmitted addition and let him know that I would watch his account to make sure it enrolls. Let him know to give me a call if by 9/8/14 he still has not received his Welcome Letter. Left him with my direct ext and he said to email him if we need to contact him in the first week of September as he will be out of town.

08/25/14 - Request to enroll sent to Utility

08/26/14 - Notice from Utility enrollment accepted start 10/11/14

10/20/14 @ 2:08 pm - Customer left message

10/23/14 @ 9:01 am - Realgy called and spoke to Customer, **** he had received the letter from ***** letting him know service will start 10/10/14 let him know that he will see Realgy on his ***** bill in November. He then asked about the rates let him know that it is a variable rate and currently it is $0.071. He stated that he was under the impression that it would be fixed for 24 months at $0.05/kWh. Let him know that was not the case and that the *** did state it was a variable rate and that is his contract. Offered a ***** fixed rate of $0.07/kwh until next May 2015 which he would like to do let him know he would have to sign the contract and get it back to us and it will take effect on his next meter reading. He then asked if there were specials if he enrolled his ***** account as well let him know that we do not have any special promotions for enrolling more than one utility account other than that both would be getting the lower rates. He then started asking about termination fees let him know that there would be an ETF of $50 for both the ***** and ***** account if he did enroll it and the renewal date for his ***** account was 4/1/2017 went over length of contract and offered to waive ETF for first 6 months since he was told there would not be a fee. Sending over email with ***** and ***** comps as requested as well as ***** fixed price contract.

10/30/14 - Rec'd signed Fixed Price Agreement $0.070 11/14 - 05/15

03/03/15 @ 3:23 pm - Customer left message

03/04/158 @ 9:33 am - Realgy called and left message

03/06/15 - Rec'd Complaint

03/09/15 @ 2:10 pm - Realgy called customer, continuous ring, no machine.  Called back to verify we had the correct number, still no answer, no machine.

03/09/15 - Researched and responded to complaint:  CUSTOMER CALLING

BECAUSE HE CLAIMS HE INITIALLY AGREED TO A 24 MONTH CONTRACT WITH THE ABOVE

COMPANY FOR 5.5 CENTSPER KWHR.  The customer originally agreed to the Managed

Rate, then signed a Fixed Price Agreement on 10/30/14 for $0.070 from 11/14 -

05/15. HE BELIEVES THIS WAS AROUND OCT/NOV OF 2014.   Customer s original

enrollment was July 2014. HE SAID THIS WAS NEVER DONE SO HE CALLED THE COMPANY AND

HE WAS ADVISED THAT THEY DON T OFFER SUCH A RATE AND THATSHE COULD OFFER HIM 7.5

CENTS.  Evidence of conversation listed above. HE SAID HE NEVER AGREEDTO THIS RATE

AND THE COMPANY HAS CONTINUED TO BILL HIM ATA HIGH RATE (9.3 CENTS).  Evidence

refutes this statement. HE CLAIMS HE WAS ALSO ADVISED THERE WOULD BE NO ADDITIONAL

FEES AND HE S BEING CHARGED FOR A POOL PARTICIPATION CHARGE FOR $3.75?  Evidence

refutes this statement. HE ALSO SAID THAT HE HASN T RECEIVED ANY PAPERWORK FROM

THE COMPANY REGARDING A CONTRACT OR ANYTHING.  Customer faxed Realgy the signed

agreement back, he has the original.   HE SAID EVERYTIME HE TRIES TO CALL THE

COMPANY HE GETS A VOICEMAIL SO HE S NEVER ABLE TO TALK TO ANYBODY AND GET THIS

SITUATION RESOLVED.  Evidence refutes this statement.

03/17/15 – Notice from Utility, Customer Drop Service

03/27/15 – Researched and responded to complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

  1. Failure to honor price agreement, promises: The company has not kept up, at all, to its price agreement. And, kept charging my account, without any explanation.. It also never backed it up sending me agreement, contract, welcome letter, or even email; as it had promised me..! I have not received anything in writing, not even email, as I was told..!

     

The customer signed a Fixed Price Agreement (attached), and sent us a copy, they have the original.  ***,  and Welcome Letters were sent and programs available discussed several times with the customer (as evidence shows above).

 

 

(2) Unexplained, unauthorized charges: On top of not keeping up to its promises to price agreement, it also keeps charging my account (every month) other charges, fees (pool participation.. Additional fees.. Etc..), which I never agreed to. 

 

Per the second paragraph in the signed Fixed Agreement, it states there are other charges the Customer is responsible for.

 

 I had specifically asked, and was told that there won't be any charges, fees..! 

 

Evidence refutes this statement.

 

 (3) Unable to reach, talk, discuss to anyone in the Company: My repeated tries to contact, talk to someone in the company have failed miserably..! Calls either go to answering service, or voice mail; and, no one bothers to return my calls..! Period..!

 

We are a customer service center and when we are on the phones, we do have the calls to go the Answering Service or voice mail.  All calls are returned, as evidence shows.

 

Company does not have email contact, or any customer help on its website..!!  

 

Evidence refutes this statement.  Customer Service can be contacted through the Website, and we also have a live CHAT feature.

 

Talked with someone twice..! Once, when ****** called me to get me into joining the service (company never honored that price promise..!), and then when my service wasn't changed due to municipal aggregation, ****** called me to get me into joining them..!

 

 This is a statement, not a compliant Realgy can respond to.

 

 And, since then, once joined, I am at its mercy to all these unexplained charges, unable to talk it out, sort it out, and frustrating in dark..!

 

This is a statement, not a complaint Realgy can respond to, except to say evidence proves we have talked to the customer several times and they signed the contract.

 

(1). The company should return all extraneous charges; pool participation, additional fees, etc.. And, stop charging it, until my change in service is done...

 

The customer is responsible for all charges related to the electricity they have used, that is what they have been charged for.

 

(2). I have initiated change for my supplier.. It should be allowed to go through smoothly, without any charges, or further complication..!

 

We have received a Notice that the customer is dropping service and going with another supplier.

 

(3). Definitely, this kind of behavior; breach of promises, deceptive practices, blatant disregard of customer, lack of accountability, inaccessibility is never good for anyone..! There should be better protective rules to avoid this kind of happenings, and lessening stress, frustration..! I hope this company straightens out its practices, becomes moral, rule bases, and values its customers..! 

 

Realgy has been in business since 1999, are objective is to save customer’s money with their energy use.  All our programs and charges are in writing and can be found on our web site.  We hide nothing. 

3/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Realgy billed us an unreasonable amount for gas usage. We called them but they could not explain the reason. They said they would email us showing how they calculated the bill but we have not received that email. The previous month's bill was $127.48 for 214 Ccf gas used. the current bill is for $240.14 for 197 Ccf gas used.

Desired Settlement: To cancel our contract with them. Their salesman said we could cancel at any time with no cancellation charge. Now the company tells us there is an $80 cancellation charge.

Business Response:

CASE:                                  ********

 

HISTORY SUMMARY FOR:

 

      Name:        **** ******

      Phone:        ###-###-####

      Street:      ***** ****** *** **

      CityStZip: **** *****  **  *****

      Acct:         *********

      Utility:      ******

 

CUSTOMER HISTORY TIMELINE:

12/11/14 – Customer went through TPV

12/15/14 – Notice from Utility accepted enrollment start date 11/18/14

12/23/14 – Welcome Letter sent

02/23/15 @ 11:32 am – Customer left message

02/24/15 @ 12:09 pm – Realgy left message

02/25/15 @ 4:10 pm – Customer left message           

02/26/15 @ 10:15 am- Realgy called and spoke to Customer, **** and ****, asked questions why bill is so much higher than normal, advsd customer of how billing works with ****** and how it is based off of a historal annual usage from the prior year. Advsd customer I could send them the website, which she stated she believe she already had as far as how billing works and she can see the break down. Customer asked about storage. Advsd customer of how storage works and what months it is collected in. Customer stated they never received a letter from ******, but that they did receive a letter from us advsding they would receive a letter from ****** and stating they would have 10 days to opt out if they chose to, but never received it. Advsd customer that if they received our welcome letter they had the 10 days as well adfter receiving ours, and advsd they would need to call ****** to find out why it was never sent out to them, we do not handle their paperwork. Customer also asked if there was any penalty, and I advsd the contract terms and conditions and advsd we would need written notice and what the ETF would be. **** asked who the supervisor was, advsd customer of my supervisor ******** and of our number as well as Ext. Customer had no further questions and was going to contact ****** as well.

03/02/15 @ 10:09 am – Customer left message

03/02/15 @ 10:13 am – Customer left message

03/02/15 – Rec’d complaint from ******

03/02/15 – Rec’d complaint from BBB

03/05/15 – Realgy called and spoke to Customer, both **** and **** were on the line and wanted to speak with a supervisor, they did not want to speak with me, transferred call to Supervisor.  MG spoke to Mr and Mrs. Went over the billing. Explained the problem stems back to the first billing where he was charged zero.  He states he was charged approx $83 on the first billing. Pulled up a few reports and I still show the zero.  Asked if he could send me a copy of that bill so I can take a look.  He will email it to support.  He asked about the billing coming up next week.  Advsd if any changes are needed, it would go out as a refund check, not an adjustment to the bill. He understood. Advsd once the email is recd, I will review with my billing department and get back to him tomorrow. He agreed.

03/05/15 – MG went over the billng with ** and ** and found the first bill was definitely in error since our system shows the zero charge but the customer was billed.  Our system was carrying over a $65.61 charge in error causing the next two bills to be incorrect. 

03/05/15 @ 4:28 pm - Called and spoke to **** and Kay.  Went over the billing and the errors. Advsd the second bill should have been approx $35-40 higher and the most recent bill should have been about $100 less.  Advsd we can send out the refund check for the $65.61 and I will watch his billing and check in with them in a few weeks when the next billing cycle runs.  They agreed. Also discussed the storage program in depth as well. They are happy.

03/06/15 – Researched and responded to complaint from ******

03/11/15 – Refund check request sent to be processed

03/16/15 – Responded to BBB Complaint

 

 

DIRECT RESPONSE TO COMPLAINT:

 

Realgy billed us an unreasonable amount for gas usage.  Found a billing error, which was explained to the Customer, and a refund is due.

We called them but they could not explain the reason.  Evidence refutes this statement.

They said they would email us showing how they calculated the bill but we have not received that email.   The issue was discussed with the customer, he never asked for the calculation to be sent.  But it is prepared and will go out with the refund check.

The previous month's bill was $127.48 for 214 Ccf gas used.   This is a statement, not a complaint Realgy can respond to.

The current bill is for $240.14 for 197 Ccf gas used.    This is a statement, not a complaint Realgy can respond to.

3/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was called to switch my home gas to Realgy Energy Services, three weeks ago. On 12 February 2015, I received a package in the mail with postage due of $1.13 that the Mail Carrier, collected before receiving the package. After going through my mail I opened this and an Ink Pen was in it. (It was not ordered and must have been a gift) I tried to contact the "Call Center" **************, two time for my money returned for a gross mistake of using there customer in this manner of enrolling for their serve and wouldn't be contacted for two or three days. I think this is just to put this off and try to forget it.

Desired Settlement: I would like to be refunded $1.13 plus $10.00 for the time, trouble, and stress due to being a retired vet taking meds I take for dealing with things like this. (********** * ** *********** * ** ************ *** ****** **. Can I afford these kind of things from every business that contacts me?

Business Response:

CASE:                                  ********

CUSTOMER NAME:         ***** * ********

ACCOUNT:                         ***********

UTILITY:                           *****

 

CUSTOMER HISTORY TIMELINE:

 

01/25/15 – Customer enrolled via TPV

02/03/15 – Notice from Utility accepted enrollment

02/04/15 – Welcome Letter sent

02/13/15 @ 10:54 am – Customer left message

02/13/15 @ 2:50 pm – Realgy called and spoke to Customer, ***** stated he is very upset that he was charged for the welcome letter of $1.15.  I apologized to the customer for inconvience and that we would refund him. He said that’s all your going to do? And also stated will it take months to receive? I advsd customer that we would send it soon not months and that it would be by check. The customer then complained about having to use his gas to cash the check. I advsd to the customer that we are trying to rectify the problem but it is with the postal service. I advsd we do weigh and set the postage but sometimes post offices to kick back. Customer was still not happy and wanted to be transferred to the supervisor. Call transferred to ********.

02/13/15 @ 2:51 pm – Supervisor took transferred call, ***** is unhappy about the postage due. Advsd we can refund that back. He said he would have to waste his time and his gas to go to the bank. Advsd that is all we can offer.  Advsd we send approx 1000 out a week and maybe 10 have the postage issue and it just started last week.  He didn’t care.  He was upset and will be filing a bbb complaint.

03/10/15 @ 11:14 am – Customer left message

03/10/15 @ 3:13 pm – Realgy left message

03/10/15 – Researched and responded to complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

I was called to switch my home gas to Realgy Energy Services, three weeks ago.   This is a statement, not a complaint Realgy can respond to.

On 12 February 2015, I received a package in the mail with postage due of $1.13 that the Mail Carrier, collected before receiving the package.  This is a statement, not a complaint Realgy can respond to.

After going through my mail I opened this and an Ink Pen was in it. (It was not ordered and must have been a gift).  This is a statement, not a complaint Realgy can respond to.

I tried to contact the "Call Center" **************, two time for my money returned for a gross mistake of using there customer in this manner of enrolling for their serve and wouldn't be contacted for two or three days.  This is not a clear statement, but evidence shows Realgy did reach out the customer the same day he called in and apologized and explained what we believe happened.

I think this is just to put this off and try to forget it.  This is a statement, not a complaint Realgy can respond to.

I would like to be refunded $1.13 plus $10.00 for the time, trouble, and stress due to being a retired vet taking meds I take for dealing with things like this. (********** * ** *********** * ** ************ *** ****** **. Can I afford these kind of things from every business that contacts me?  This is a statement, not a complaint Realgy can respond to.

 

Realgy explained to the customer that we have gone to the United States Post Office in **** ******** *********** and they told us how much it would cost to mail out the Welcome Package.  We send out thousands at a time and have noticed in ******** about 1% have been returned with a notice of Postage Due.  We have had a few customers call in complaining and we have and will continue to issue a refund check for the extra postage they have had to pay, which has been $1.13.

3/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Salesman **** ******* called me on the phone and told me about the Realgy service that he had to offer he had told me that their price would always be cheaper than my current provider which was******. He led me to believe that I had up to 10 days after I received my welcome letter/contract to review it and then after that I would be entered into their service. And in fact they switch me The day he talk to me on the phone .did not even give me an opportunity to review all their Terms and conditions of the agreements and since then I've got a utility bill and my gas is higher than it was with my existing company after him telling me and Giving me a guarantee that realgy would always be cheaper.

Desired Settlement: I should have never been Entered into their contract Before I had a chance to review the terms and conditions of the letter that they were supposed to send me and never did. so the outcome that I'm looking for is a credit back to my ****** Bill for fees charged to me.

Business Response:

CASE:                                 ********

CUSTOMER NAME:         ******* *******

ACCOUNT:                         *********

UTILITY:                           ******

 

CUSTOMER HISTORY TIMELINE:

 

01/14/15 – Customer enrolled via TPV

01/16/15 – Request sent to Utility to enroll

01/19/15 – Notice from Utility enrollment accepted

01/20/15 – Welcome Letter sent

01/27/15 @ 5:00 pm – Customer left message

01/29/15 @ 9:57 am – Realgy called and spoke with Customer, *******, stated he never received his contract in the mail and that’s why he wants to cancel. I advsd the customer it wouldn’t be a contract it would be a welcome letter with a free gift, but advsd customer that he can also look up the terms and conditions on our website. I also advsd the customer that he should be receiving the welcome letter with free gift soon, customer stated he had 10 days after receiving the welcome letter to cancel with no ETF, and advsd the customer that he was correct. Customer willing to wait and see.

02/02/15 @ 5:33 pm – Customer left message

02/03/15 @ 9:31 am – Customer left message

02/03/15 @ 4:03 pm – Customer left message

02/04/15 @ 11:06 am – Realgy called and spoke with Customer, ****, stated he never received his contract and wants a credit on his account. I advsd the customer that the welcome letter was sent out and he should receive it soon, but info can always be found on our website showing terms and conditions. I also stated to customer that when he went through the enrollment that they are also made aware of the terms of the contract. Customer still wanted a credit on his account, and I advsd the customer I wouldn’t be able to credit his account for gas that was used. He said he was charged a lot more than just being with ******. I advsd the customer what he was charged and advsd the rate is lower than ******. Customer disagreed and still stated he wanted to cancel and wanted a credit. Advsd customer of the three ways to cancel, and customer stated he was going to take care of this right away and will report us to the BBB.

02/04/15 – Rec’d fax requesting Drop Service

02/05/15 – Request to Drop Service sent to Utility

02/06/15 – Notice from Utility Drop Service accepted as of 01/29/15

03/10/15 – Researched and responded to BBB Complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

Salesman **** ******* called me on the phone and told me about the Realgy service that he had to offer he had told me that their price would always be cheaper than my current provider which was******.  This is a statement, not a complaint Realgy can respond to.

He led me to believe that I had up to 10 days after I received my welcome letter/contract to review it and then after that I would be entered into their service.  This is a statement, not a complaint Realgy can respond to.

And in fact they switch me  According to the recorded TPV, the customer authorizes the switch.

The day he talk to me on the phone .did not even give me an opportunity to review all their Terms and conditions of the agreements   Customer was told as soon as the Utility approves the enrollment a Welcome Letter with the T&C will be sent, or customers can always go to our website and review the T&C.

and since then I've got a utility bill and my gas is higher than it was with my existing company after him telling me and Giving me a guarantee that realgy would always be cheaper.  The Realgy guarantee is that you will save money over any 12 month period of time. 

I should have never been Entered into their contract Before I had a chance to review the terms and conditions of the letter that they were supposed to send me and never did.  This is a statement, not a complaint Realgy can respond to.  Except to say that the Welcome Letter did go out, and we had several conversations with the customer explaining the program and directing him to the website.

so the outcome that I'm looking for is a credit back to my ****** Bill for fees charged to me.  Customer was charged for the Natural Gas he used.


3/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up 3 months ago with Realgy after recieveing a cold call. The caller explained there rate was .048 per therm and could be locked in or let float. Now my bills are higher then ever. They did not tell there was a customer charge or storage injection in the beginning, I called after the first bill and was told it was a initial charge, I've got 4 bills and it's still there; looks like I'm storing gas for the summer when I don't need it. I called and told them I wanted to cancel, they said there was a $50 early termo fee which they told me before. I ask about the storage fee I paid because if I canceal I would not be using the it, which now totals $139.26.

Desired Settlement: Deduct the $50 from the 139.26 and cancel my service

Business Response:

CASE:                                  ********

CUSTOMER NAME:         ******* ******

ACCOUNT:                         **********

UTILITY:                           *****

 

CUSTOMER HISTORY TIMELINE:

 

08/22/14 – Customer enrolled via TPV

08/28/14 – Notice from Utility accepted enrollment as of 09/19/14

08/29/14 – Welcome Letter sent

09/09/14 @ 10:09 am – Customer left message

09/10/14 @ 10:00 am – Customer left message

09/11/14 @ 3:19 pm - Realgy left message

09/11/14 @ 5:46 pm – Customer left message

09/12/14 @ 10:54 am – Realgy left detailed message for customer, apologizing that we keepmissing each other and left him website to look up more information and I also gave info on ********** since we do not currently have ***** fixed prices but email will be sent out to address on file with winter fixed price offer in October ***** *****

09/12/14 @ 11:03 am – Realgy spoke to customer, He did not get a chance to listen to my vm. We went over ********** and the storage program. He wanted to know what would happen with his account since he just enrolled in september let him know that since his account has not billed yet I could not see if he would be purchasing gas for storage this year or if it would wait until next April. But I did let him know that there is a line item on the ***** bill for Storage and if he sees a dollar amount next to it then gas is going into storage for his account.

09/23/14 @ 1:17 pm – Cutomer left message

09/23/14 @ 2:14 pm – Realgy called and spoke to Customer,******* he wanted to lock in for the winter. Let him know that ********** emails will be sent out in October also verified his email address.

10/28/14 @ 11:09 am – Customer left message

11/05/14 @ 12:32 pm – Realgy left message

11/06/14 @ 9:50 am – Customer left message

11/07/14 @ 2:02 pm – Customer left message

11/10/14 @ 9:13 am – Customer left message

11/10/14 @ 2:53 pm – Customer left message

11/10/14 @ 4:12 pm – Realgy called and spoke to Customer, **** he wanted to know what the storage injection charge was and if he would get hit with it each month. Went over storage with him and explained that since he did start later in the storage season it was all being put away in 2 months. Looks like he has about another 70 therms which would be about $30 at the rate of $.44/therm let him know as much. He is all set.

01/26/15 @ 4:56 pm – Customer left message

01/28/15 @ 12:38 pm – Customer left message

01/28/15 @ 12:22 pm – Realgy called and spoke to Customer, ******* stated he wanted to cancel, has not been happy with the services and feels like he has been paying way more than just through *****. I advsd the customer of our current cost compared to *****, but he didn t seem to care he just wanted to cancel. He asked what would happen regarding his storage, and I advsd the customer he would lose out on that storage. I advsd the customer if he wanted to cancel we would need written notice and there would be an ETF, customer understood and will send an email regarding cancellation.

01/30/15 @ 4:46 pm – Rec’d email request to Drop Service

02/05/15 – Drop Request sent to Utility

02/09/15 – Notice from Utility accepted Drop as of 02/19/15

02/20/15 – Notice from Utility last usage received

02/27/15 @ 4:41 pm – Customer left message

03/02/15 @ 12:00 pm – Realgy left message

03/04/15 @ 4:21 pm – Customer left message

03/05/15 @ 9:53 am – Realgy left message

03/10/15 – Researched and responded to BBB Complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

I signed up 3 months ago with Realgy after recieveing a cold call.  This is a statement, not a complaint Realgy can respond to.

The caller explained there rate was .048 per therm and could be locked in or let float.  Our contracts/T&C are a variable rate.

Now my bills are higher then ever.  This is a statement, not a complaint Realgy can respond to.

They did not tell there was a customer charge or storage injection in the beginning, I called after the first bill and was told it was a initial charge,  The Storage Injection is not a charge, it is a specific Program where you purchase 20% of your annual usage during the summer months (April – October) at the lower summer rate and then use that Stored gas during the winter months (November – March) at no charge.

I've got 4 bills and it's still there; looks like I'm storing gas for the summer when I don't need it.  The gas is being purchased in the Summer months (April – October) and they is used in the Winter months (Nov – March).

I called and told them I wanted to cancel, they said there was a $50 early termo fee which they told me before.  This is a statement, not a complaint Realgy can respond to.

I ask about the storage fee I paid because if I cancel I would not be using the it, which now totals $139.26.  The customer is not understanding this is not a fee, it is actual gas that he purchased and was stored away to be used in the winter months.  The customer had purchased 188.1 therms and used 130.5 before he canceled early. 

 

If the customer would like to reenroll, we will put the remaining Storage back in his account to be used.

 

1/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First of all, we do not know how Realgy became our supplier. They fraudulently switched our account from ******'s Gas. Last month, we had a 300 credit on our bill. They turned the gas off. When I called, they said "technical error." Now, there is an unjustified charge of $417.87 on the bill. Realgy has not answered the phone or returned my call for 2 days. They have a voice message that says all representatives are busy. Leave a message. They will call back in 1 business day. That is COMPLETELY UNACCEPTABLE. They are scam artists.

Desired Settlement: Remove this $417.87 charge.

Business Response:

BBB File No:    ********

 

HISTORY SUMMARY FOR:

      Name:        ********* ** ******** ******

      Phone:       ###-###-####

      Street:        *** * ******* ****

      CityStZip:   *******  **  *****

      Acct:          *************

      Utility:        *******

 

CUSTOMER HISTORY TIMELINE:

 

04/11/11 – Customer enrolled via TPV

04/18/11 – Welcome Letter sent

09/16/11 @ 3:37 pm – Customer left message

09/21/11 @ 12:07 pm – Realgy called and spoke to Customer,*****, explained Storage Program

01/05/15 @ 10:38 am – Customer left message

01/05/15 @ 5:29 pm – Customer left message

01/06/15 @ 12:47 pm – Customer set TimeTrade  appointment for 01/07/15 @ 9:30 am

01/07/15 @ 9:38 am – Realgy called and spoke to Customer,***.  Discussed the gas supply charges on her account.  She wants to cancel and wants to know how.  Explained she would have to send the request in writing.  She believes we are a scam.  Advsd we are not, we are a successful company and have been in business since 1999.  She said she researched all our complaints on the BBB.  Advsd we have still maintained an A rating which shows the complaints are unfounded, just like anyone can file a lawsuit, anyone can file a BBB complaint.  She believes that is because we have learned to operate just above the law.  Advsd if she cancels prior to the April renewal there will be an early termination fee as well as the loss of gas in storage she purchased over the summer.  Asked my name and title and wanted to know if we had a PR Dept because she is writing a column today about exposing our scam.   

01/07/15 – Rec’d complaint

01/14/15 – Researched and responded to complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

First of all, we do not know how Realgy became our supplier.  The customer went through a TPV in April of 2011 and has been a customer of Realgy’s since that time.

They fraudulently switched our account from ******'s Gas.  Evidence clearly refutes this statement.

Last month, we had a 300 credit on our bill.  This is a ******’s Gas issue, nothing to do with Realgy.

They turned the gas off.  This is a ******’s Gas issue, nothing to do with Realgy.

When I called, they said "technical error."  This is a ******’s Gas issue, nothing to do with Realgy.

Now, there is an unjustified charge of $417.87 on the bill.  This is a ******’s Gas issue, nothing to do with Realgy.

Realgy has not answered the phone or returned my call for 2 days.  Evidence refutes this statement, customer set an appointment for a return call and Realgy honored that appointment.

They have a voice message that says all representatives are busy.  This is a statement, not a complaint that can be answered.

Leave a message.  This is a statement, not a complaint that can be answered.

They will call back in 1 business day.   This is a statement, not a complaint that can be answered.

That is COMPLETELY UNACCEPTABLE.  This is a statement, not a complaint that can be answered.

They are scam artists.  This is a statement, not a complaint that can be answered.

12/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have learned that this company is charging more per therms than they verbally told me initially. My gas company is ****** and the Realgy representative said their rates would always be cheaper. I have since learned this is not true. I have been callling them for over 2 weeks trying to cancel this service. I have left numerous messages with their answering services. Today, a Realgy person by the name of ******, called my daughter's home returning my call from over a week ago. They have left msgs at my home stating a cancellation of $80 and forfeitting a $100 worth of gas. I am beyond exhausted with this company trying to talk to them and ask questions. I have yet to speak to someone to ask basic customer services questions, they simply are not available.

Desired Settlement: I would like my early termination fee forgiven and/or my unused therms honored.

Business Response:

CASE:                                 ********

CUSTOMER NAME:       **** ******

ACCOUNT STATUS:       Active

ACCOUNT:                       *********

UTILITY:                             ******

 

CUSTOMER HISTORY TIMELINE:

 

07/05/12 – Customer enrolled via TPV
07/06/12 – Welcome letter sent to customer
10/28/14 @ 10:56 am – Customer left message
11/03/14 @ 3:25 pm – Realgy left message for customer
11/04/14 @ 10:19 am – Customer left message
11/05/14 @ 10:49 am – Realgy left message for customer
11/06/14 @ 9:09 am – Customer left message
11/06/14 @ 9:22 am – Customer left message
11/06/14 @ 9:25 am – Customer left message
11/06/14 @ 9:26 am – Customer left message
11/11/14 – Rec’d, researched, responded to complaint (listed below)

11/11/14 @ 2:58 pm – Realgy left detailed message for customer;  Left very detailed message for **** to call back. And that ETF of $80 and loss of gas in storage will happen if she cancels now and we would need something in writing from her she can send an email to ***************** send a fax to ###-###-#### or mail a letter to our main office with her account number account name and a message that she wants to cancel her account.  She can also go online and set a TimeTrade appointment to set a time convenient for her to receive a call.

11/17/14 @ 2:30 pm – Realgy left another message for customer

11/17/14 @ 2:53 pm – Customer left message

11/17/14 @ 4:31 pm – Customer left message

11/17/14 @ 4:34 pm – Customer left message

11/18/14 @ 9:15 am – Customer left message

11/18/14 @ 9:37 am – Customer left message

11/18/14 – Rec’d BBB complaint

11/18/14 @ 9:50 am – Realgy called and spoke to customer.  Spoke to **** NOT VERY NICE she has already sent in her cancellation request via email. Sent a response confirmation that we had received it. And again let her know that cancelling now would incur an ETF of $80 and the loss of gas in storage totaling $109.09. She stated that she would not be paying the ETF since we were keeping her gas let her know that she could cancel for 4/1/2015 the renewal and cancel without ETF and all gas would be used up. Let her know that we had received her cancellation request and that we will place cancellation with ****** but that it can take up to 2 billing periods since they supply the end meter read date we have no control over that. She was not very nice and hung up on me stating that as far as she was concerned her email cancelled her account yesterday and she will not be paying the ETF and she will be calling ****** now.

11/21/14 – Researched and responded to BBB Complaint

 

DIRECT RESPONSE TO COMPLAINT:

I have learned that this company is charging more per therms than they verbally told me initially.  The customer is on a variable rate, which has the potential to change every month.

My gas company is ****** and the Realgy representative said their rates would always be cheaper.  We will save our customer’s money over any 12 month period.

I have since learned this is not true.  This is an opinion, not a complaint that can be answered.

I have been callling them for over 2 weeks trying to cancel this service.  Evidence shows we have attempted to contact the customer and left detailed messages when able.

I have left numerous messages with their answering services.  This is a statement, not a complaint that can be answered.

Today, a Realgy person by the name of ******, called my daughter's home returning my call from over a week ago.  This is a statement, in which the customer is not recognizing that we have left her messages.

They have left msgs at my home stating a cancellation of $80 and forfeitting a $100 worth of gas.  We have left the detailed message for the customer.

I am beyond exhausted with this company trying to talk to them and ask questions.  This is a statement, not a complaint that can be answered.  When we have left messages for the customer, we have advised that she can go online to our website and set a TimeTrade Appointment which will allow her to choose a time that will be convenient for her to have us reach out to her and call her.  She has not done this. 

I have yet to speak to someone to ask basic customer services questions, they simply are not available.  Evidence refutes this statement, we spoke to her the morning she filed this complaint.

 

 

 

****** COMPLAINT DIRECT RESPONSE TO COMPLAINT:
Cust is trying to cancel Realgy services as her gas supplier.  Statement, not a complaint
She has called repeatedly and left messages. We have attempted to contact the customer and left messages
She was adv to leave a message for ******** ext **** and she has left several messages for her with no response. Customer has left several messages in the same hour, these are all logged in, and she is in the queue to have her call returned.
Cust is very upset and frustrated. Statement, not a complaint
She needs a manager to contact her so she can resolve this issue. Customer is in the queue to be called
Can reach her 11/11 or after at the above number or today after 5pm. Statement, not a complaint
 

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

I am rejecting this response because:In response in email sent to me, Realagy stated that I was not very nice. This is a complete falsehood. I have been nothing but nice, considerate and patient through this process. On several occasions, I attempted to speak with Realagy as indicated by their own log. I have been told by both customer service representatives ******** and ****** that the reason for their slow response was due to a staff person dealing with the flu. Also ****** attempted to reach me at  my daughter's home  and spoke to my daughter and admitted that she knew I had called over a week ago but couldn't return my call due to staff shortage. If their whole operation is solely dependent on upon one person its no wonder their customer care is deficient. Their apology was unprofessional and unacceptable. I was actually hopeful because I was finally in contact with a live person. I stated once again to ****** that Realagy could not charge me $80 plus keep 207.8 therms of gas ($109). They can't have it both ways. It seems to me I'm owed a credit. Also, it was only after I filed a complaint with BBB did ****** somehow managed to reach me. After I stated my case, I said goodby and pressed down the receiver. I DID NOT hang up on her. From their own website, it defines early termination as 24 months or less of service. I signed up in July 2011. I should not be penalized. I did see that they renewed in April without my consent. Why should I have to call them for renewal? Don't they have an obligation to ask me if I want to continue their services. I want them to keep their gas which is $109 and credit my ****** account for $80. They should not be able to profit with unsavory business practices. If my contract was up in July, they should have called me to ask for renewal. Now, I feel hostage with this company to next April. It should work this way. I want out of this contract with them immediately.

Sincerely,

**** ******

Business Response:

DIRECT RESPONSE TO ADDITIONAL COMMENTS FILED IN BBB COMPLAINT:

 

I am rejecting this response because:In response in email sent to me, Realagy stated that I was not very nice.  This is an opinion, not a complaint that can be answered.

This is a complete falsehood.  This is an opinion, not a complaint that can be answered.

I have been nothing but nice, considerate and patient through this process. This is an opinion, not a complaint that can be answered.

On several occasions, I attempted to speak with Realagy as indicated by their own log.  This is an opinion, not a complaint that can be answered.

I have been told by both customer service representatives ******** and ****** that the reason for their slow response was due to a staff person dealing with the flu.  This is an opinion, not a complaint that can be answered.

Also ****** attempted to reach me at  my daughter's home  and spoke to my daughter and admitted that she knew I had called over a week ago but couldn't return my call due to staff shortage.  This is an opinion, not a complaint that can be answered.

If their whole operation is solely dependent on upon one person its no wonder their customer care is deficient.  This is an opinion, not a complaint that can be answered.

 Their apology was unprofessional and unacceptable.  This is an opinion, not a complaint that can be answered.

I was actually hopeful because I was finally in contact with a live person.  This is an opinion, not a complaint that can be answered.

I stated once again to ****** that Realagy could not charge me $80 plus keep 207.8 therms of gas ($109).  Per the Terms & Conditions of the contract, there is an ETF of $80, and you will forfeit any gas in Storage.

They can't have it both ways.  This is an opinion, not a complaint that can be answered.

It seems to me I'm owed a credit.  This is an opinion, not a complaint that can be answered.

Also, it was only after I filed a complaint with BBB did ****** somehow managed to reach me.  Evidence disputes this claim.  We had actually left messages previous to the complaint being filed.

After I stated my case, I said goodby and pressed down the receiver.  This is an opinion, not a complaint that can be answered.

I DID NOT hang up on her.  This is an opinion, not a complaint that can be answered.

From their own website, it defines early termination as 24 months or less of service.  Per the Terms & Conditions, the contract expires the April following the first 24 months if we do not receive written notice 60 days prior, it auto renews.  This customer is in a current term which will renew April 2015 if we do not receive written notice 60 days prior that she would like to cancel.

I signed up in July 2011.  Not a complaint that can be answered.

I should not be penalized.  This is an opinion, not a complaint that can be answered.

I did see that they renewed in April without my consent.  The contract renewed per the Terms & Conditions.

Why should I have to call them for renewal?  The customer only has to contact Realgy if they do not wish to renew, per the Terms & Conditions, the contract auto renews.

Don't they have an obligation to ask me if I want to continue their services.  The customer is advised of the auto renew in the Terms & Conditions.

I want them to keep their gas which is $109 and credit my ****** account for $80.  This is an opinion, not a complaint that can be answered.

They should not be able to profit with unsavory business practices.  This is an opinion, not a complaint that can be answered.

If my contract was up in July, they should have called me to ask for renewal.  The contract was not up in July, and it renewed per the Terms & Conditions.

Now, I feel hostage with this company to next April.  This is an opinion, not a complaint that can be answered.

It should work this way.  The process is spelled out in the Terms & Conditions.

I want out of this contract with them immediately.  The Customer has sent in the request to Drop Service and that is being processed.

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

I am rejecting this response because:I am not forefeiting my gas. They cannot ask for ETF and keep my gas. I want to exhaust my gas in storage and then I cancel my service with Realagy.

Sincerely,

**** ******

11/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Coerced an 87 year old to unknowingly switch energy services from local township contract to service without disclosing actual rates. When made aware of the change, tried to call to cancel before deadline and left messages that were not returned until after the deadline. Caused a hassle to return to township service and now trying to charge a $50 termination fee.

Desired Settlement: Please post deceptive practice on BBB (won't be the first they have!). Cancel early termination fee.

Business Response:

CASE:               ********

CUSTOMER NAME:   ******* *********

ACCOUNT STATUS:   Dropped Service

ACCOUNT:           ********

UTILITY:            ******

 

CUSTOMER HISTORY TIMELINE:

 

09/03/14 – Customer enrolled via TPV

09/11/14 – Welcome letter sent

09/15/14 @ 12:34 pm – Customer left message

09/15/14 @ 8:35 pm – Customer left message

09/17/14 @ 1:29 pm – Customer left message

09/18/14 @ 09:12 am – Realgy called customer, left message

09/18/14 @ 10:47 am – Customer left message

09/18/14 @ 12:11 pm – Realgy called customer, left message verifying Drop Service request

09/19/14 @ 2:26 pm – Realgy called customer, confirmed Drop Service

10/01/14 – Confirmation from Utility rec’d Drop service

10/28/14 – Final Usage Rec’d

11/11/14 – Rec’d, researched, responded to Complaint

 

DIRECT RESPONSE TO COMPLAINT:

 

Coerced an 87 year old to unknowingly switch energy services from local township contract to service without disclosing actual rates.  Evidence refutes this statement, customer went through third party verification and T&C were sent to customer.

When made aware of the change, tried to call to cancel before deadline and left messages that were not returned until after the deadline.  Customer’s calls were returned, but Realgy was only able to leave a message, not a live answer.

Caused a hassle to return to township service.  Realgy has no control over other enrollment procedures and practices.

Now trying to charge a $50 termination fee.  Per the T&C, there is an ETF, but ETF did not apply in this case as the customer did cancel within the grace period.

 

9/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Realgy Energy is one of our energy suppliers, which was signed up by a former employee in 2009. They're billing rates are ridiculous and they bill every 2-months. We have vacant units, and they're fees are still too much. I've called and left messages to cancel this service, they make me make an appt., for a call back and they call in 2 weeks. They're contract states you can only cancel 30-days prior to February 28. They've said since I didn't cancel then I must wait another year. I said we wanted to cancel and they said they'd email me a cancellation form. I wait and wait, I call back and do the same thing over again. Finally I disconnected the service because they were too expensive (still vacant) Now, I'm getting cancellation fees, and when I fax, nothing goes thru, when I go to their website ********************, it gives me an error when I try to click on topics. They state we picked a new marketer, which is false, we chose not to pay for empty units in our property.

Desired Settlement: Cancel my account *********** * **********, refund all overcharges due to vacant units not using any energy. Provide any backup documents showing energy use (there is none)

Business Response:

CASE:   10172843

CUSTOMER NAME:     Ridge Investors

ACCOUNT STATUS:  Inactive

ACCOUNT:  5*********, *********7, 197534000

UTILITY:  Nicor

 

CUSTOMER HISTORY TIMELINE:

07/16/09 – enrolled via TPV

07/17/09 – Welcome letter sent

12/19/12 – notice from Utility, Acct ********** dropped service

12/26/12 @ 2:46 pm - Realgy called number on file to inquire about the drop service, the number has been disconnected

03/20/14 @ 4:17 pm – Customer left message

03/21/14 – Realgy sent TimeTrade Invitation

03/24/14 @ 7:53 am – Realgy left message for Customer

03/27/14 @ 2:16 pm – Realgy left message for Customer

04/14/14 @ 10:46 am – Customer left message

04/16/14 @ 10:28 am – Realgy called and spoke with Customer.  Discussed contract details.  Customer requested copy of TPV, T&Cs, as well as Drop Service Procedure

06/23/14 – Rec’d notice from Utility, accounts dropped

06/23/14 – Release letter sent to Customer

07/29/14 @ 10:07 am – Realgy attempted to contact Customer (###-###-####), message stated “not authorized to call this number” and it hung up.  We tried the 2nd number for Customer (###-###-####) and the phone just rang with no voice mail.

08/12/14 – Rec’d Complaint

08/25/14 – Researched and responded to complaint

 

DIRECT RESPONSE TO COMPLAINT:

Realgy Energy is one of our energy suppliers, which was signed up by a former employee in 2009.  Statement, not a complaint.

They're billing rates are ridiculous and they bill every 2-months.  The contract for this customer is Index + .65, that has never changed.  We bill when the Utility sends the Usage.

We have vacant units, and they're fees are still too much.  The contract for this customer is Index + .65, that is what they are charged.

I've called and left messages to cancel this service, they make me make an appt., for a call back and they call in 2 weeks.  Evidence refutes this statement.

They're contract states you can only cancel 30-days prior to February 28.  Below is the TERMINATION portion of the contract:

TERMINATION: Buyer may terminate this Agreement, without cost, by providing 60 day written

notice prior to the end of current Term. If Buyer fails to provide 60 days written notice to Seller or

if Buyer is removed from the Program prior to final billing month of Term the Buyer agrees to

reimburse Seller a service fee of up to $80 and market related losses (surplus will be returned to

Buyer) incurred by Seller in reselling any quantity of Buyer’s fixed price natural gas (does not

apply to Index or Spot) and Buyer shall forfeit natural gas Storage inventory.

They've said since I didn't cancel then I must wait another year.  Below is the TERM portion of the contract:

TERM: Buyer’s Price and Quantity terms will begin on the date the Utility reads each service

location’s meter and transfers them to Seller and will continue until the April meter reading

following 24 months (Term) and thereafter for a like Term until Terminated.

I said we wanted to cancel and they said they'd email me a cancellation form.  We do not have, and have never had a Cancelation form.

I wait and wait, I call back and do the same thing over again.  Statement, not a complaint.

Finally I disconnected the service because they were too expensive (still vacant)  Affirmative

Now, I'm getting cancellation fees, and when I fax, nothing goes thru, when I go to their website www.realgyoffice.com, it gives me an error when I try to click on topics.  Our Website is ************************

They state we picked a new marketer, which is false, we chose not to pay for empty units in our property.  New Marketer includes NICOR.  Unless the Customer shuts the meters off, we are informed by the Utility at time of drop service it is due to a new marketer.

 

8/20/2014 Problems with Product/Service | Complaint Details Unavailable
6/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Their customer service is pathetic. You cant call to talk to someone you have to schedule an appointment. They over charged me. The business next door is paying less for a therm then I am in my business. They can deny all they want to Im looking at my bill and my neighbors gas station bill.I cant even get away from this company its taking 2 weeks for someone to call me back. Don't let them tell you they buy the gas in the summer when its cheaper that's how they are able to sell it at a better price. Well they over charge you in other ways. I would never tell anyone to go with these people.

Desired Settlement: I would love for someone to go through the bills and charge me for the exact therms that I used and of cores they have to bill me for the delivery and taxes. But for Gods sakes don't bill me 1705.62 for using 533.2 therms. I don't want the excuses .Just refund me the money you owe me

Business Response:

CASE:   10075711

CUSTOMER NAME:  Remember When Past and Present

ACCOUNT STATUS:  Dropped Service

ACCOUNT:  *********

UTILITY:  ******

 

 

Good morning,

 

Realgy has taken proactive numerous steps to explain how this winter’s extreme weather has affected Pricing, Market conditions, and most obviously increased usage.  We have sent out our Quarterly Newsletter, we have published numerous articles on our website and directed Customers to the Website to stay informed.  We have also sent out an email blast to all our customers with the link to our Website and all the Blogs regarding this issue.  Please feel free to visit our Website and view the articles and information; http://realgyenergyservices.com/blog/

 

We have anticipated the questions that are arising due to the Defined Quantity portion of the Customer’s Invoice.  Here is what is being stated to Customers.  Defined Quantity is last year’s historic usage. The defined Difference is the difference between the Actual Usage and the Historic usage (Defined Quantity).  If the difference is a positive number the account used more than was planned and that difference will be charged at the market price.  To find this information, you can look at your Storage Report there is a section at the bottom called Applies to Defined Quantity Pricing: ANR-ML7.  This shows the difference and the market cost for any usage over the defined quantity. The DQ Total will equal the Defined Quantity Cost at the top of the Storage Report.

 

CUSTOMER HISTORY TIMELINE:

 

01/02/14 @ 12:20 pm – Potential Customer called in left message

01/03/14 @ 3:08 pm – Customer enrolled via TPV

01/07/14 – Submitted to Utility for enrollment

01/16/14 – Utility rejected, invalid meter

01/16/14 @ 11:24 am – Realgy called and spoke with customer, explained she gave a invalid meter number, she gave corrected meter.

01/16/14 – Submitted to Utility for enrollment

01/17/14 – Confirmed enrollment from Utility

01/21/14 – Welcome Letter sent

04/28/14 @ 10:25 am – Customer left message

04/28/14 – Realgy sent TimeTrade Invitation

04/29/14 @ 12:02 pm – Customer set appointment for 04/30/14 @ 11:30 am

04/30/14 @ 11:45 am – Realgy called and spoke with Customer.  Reviewed billing, and defined quantity charged and polar vortex increases.  We discussed her profile, her storage is empty last year so the historical figures are low, but we can adjust that for this coming year if she chooses.  She wants to Drop Service, said bills are too high.  Advised the process to drop service, in writing, we will waive the ETF.  She had to go and will call us back.

05/02/14 @ 2:47 PM – Customer left message

05/07/14 @ 11:42 am – Realgy called customer, phone just rang, no pick up, not message

05/14/14 @ 10:01 am – Customer left message

05/16/14 @ 11:16 am – Customer left message

05/19/14 @ 9:59 am – Realgy called customer, left message

05/19/14 @ 10:49 am – Customer left message

05/19/14 @ 11:57 am – Customer left message

05/20/14 – Realgy sent TimeTrade Invitation

05/21/14 @ 12:58 pm – Customer set TimeTrade appointment for 05/22/14 @ 11:00 am

05/22/14 @ 11:49 am – Realgy called and spoke to Customer.  Again went over the billing, she doesnt understand, we adjusted her profile upon her request be