This business is not BBB accredited.

Vista Energy Marketing, L.P.

Phone: (888) 508-4782 Fax: (832) 213-0301 4306 Yoakum Blvd., Suite 600, Houston, TX 77006 View Additional Email Addresses http://www.vistaenergymarketing.com


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Description

This company specializes in natural gas marketing and retail supply.

Vista Energy Marketing would like consumers to know the following:

This is a description of the enrollment/termination  process with Vista and the product/services you may be receiving.    

Please note: In addition to the stringent enrollment criteria outlined below, we would like to remind you there is NO TERMINATION OR CANCELLATION FEE for any variable rate customers.   You are free to break your contract and leave Vista Energy at any time.  Should you want to simply terminate your relationship with Vista Energy Marketing, call or email us at the number below and we will facilitate the transfer back to the utility – again, there is no penalty or fee to leave Vista Energy.  

All recorded 3rd Party Verification systems, at a minimum, MUST confirm the following topics: 
        1)      A verbal question and the customer’s acknowledgement that the customer understands that Vista Energy Marketing is not affiliated with any utility and that the customer wishes to enroll their gas account with Vista Energy Marketing and purchase gas from Vista Energy Marketing, and that the utility will continue to deliver the gas to the customer’s home or business. 

         2)      A verbal question and the customer’s acknowledgement that the customer is the customer of record or is authorized to switch to Vista Energy Marketing by the customer of record.

Phone recordings are available upon request.

Email:   Customerservice@vistaenergymarketing.com
Phone: 1 888 508 4782 Web: vistaenergymarketing.com


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

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

Factors that lowered the rating for Vista Energy Marketing, L.P. include:

  • 2 complaint(s) filed against business that were not resolved
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Vista Energy Marketing, L.P. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 83 complaint(s) filed against business


Customer Complaints Summary Read complaint details

83 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 26
Billing/Collection Issues 27
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 30
Total Closed Complaints 83

Additional Complaint Information

Vista Energy serves homes and businesses as a third party natural gas supplier within PG&E’s Core Gas Aggregation Program. Current customers will still receive their bill from PG&E, but Vista Energy will appear as the 3rd party gas supplier.

Please contact our customer service center at 1-888-508-4782 with any questions. It is very important to Vista Energy that our customers remain comfortable and educated with our service
.

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Vista Energy Marketing, L.P.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: February 10, 2010 Business started: 01/01/2009 in TX Business started locally: 01/01/2009 Business incorporated 01/08/2009 in TX
Type of Entity

Partnership

Business Management
Mr. Eric Maberry, Vice President - Operations Mr. David Ranslem, Owner Mr. Michael Whalen, Owner
Contact Information
Principal: Mr. Eric Maberry, Vice President - Operations
Principal: Mr. David Ranslem, Owner
Principal: Mr. Michael Whalen, Owner
Business Category

GAS CO

Hours of Operation
M: 10:00 AM - 6:00 PM
T: 10:00 AM - 6:00 PM
W: 10:00 AM - 6:00 PM
Th: 10:00 AM - 6:00 PM
F: 10:00 AM - 6:00 PM
S: Closed
Su: Closed

Customer Review Rating plus BBB Rating Summary

Vista Energy Marketing, L.P. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    4306 Yoakum Blvd., Suite 600

    Houston, TX 77006 (888) 508-4782

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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)

2/6/2016 Billing/Collection Issues
2/5/2016 Advertising/Sales Issues
2/5/2016 Billing/Collection Issues
2/5/2016 Problems with Product/Service
1/23/2016 Billing/Collection Issues
1/11/2016 Problems with Product/Service
1/4/2016 Billing/Collection Issues
12/26/2015 Advertising/Sales Issues
12/14/2015 Problems with Product/Service
10/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When offered the services of this company, I was guaranteed lower gas bills. At first things were okay, a small difference but nothing huge. When I signed up with them sometime in or around 2013, I never noticed the difference in billing as my bill was always $50 and under. Then as time went on it continued to increase and in June of this year I really looked at the billing. Vista was charging me almost twice the amount of what PG&E charged each month and called it Vista Energy Gas Procurement Charges. It was as if I have been paying double the charges for the same service and item. I canceled the services in June and see there is a charge of over $100 on my July bill. They call me daily, multiple times per day and it's pretty much harassment. My PG& E account number with their charges on it is *********** at the address of **** ****** *** **********, CA *****. You have my permission to pull and look at all my PG&E bills from 2013 forward to see these charges yourself. Examples: 11/13/14 PGE Bill... pge charges $25.72 and vista energy charges $44.28 (the vista portion is the same $25.42 equal to pge plus and additional $18.56) 3/15/15 pge bill shows pge charges of $47.25 and vista charges of $63.02 (that's $47.25 equal to pge charges plus and additional $15.77) It's as if I have been paying double and then some for the same product. I have made several calls, even when I first received a bill and was told by customer service " give it a chance and you will see a huge savings" I let it go, when I now realize I shouldn't have, and never did see the "huge savings they promised. All I see is that i have paid them not only a charge equal to my pge billing but additional amounts because their charges definitely exceeded pge's charges by no less than 33% every month.

Desired Settlement: Because they basically charged me twice as much for the same service I was receiving from PG&E, I feel that Vista should disregard any past due amounts and issue me a refund of no less than half of what I have paid them over the last 3 + years.

Business Response: Thank you for contacting Vista Energy about your collection concerns.  I see on 9/15/2015 you stated that you would make you payment to PGE when speaking to the collection department.   Please contact Vista Energy's customer service department so that we may further assist you @ ###-###-####.  Also, I have stopped collections calls until further notice. 

10/26/2015 Problems with Product/Service
10/4/2015 Problems with Product/Service
10/4/2015 Problems with Product/Service
10/4/2015 Problems with Product/Service
10/4/2015 Problems with Product/Service
9/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter from my Local Energy company **** saying Vista Energy Marketing LP will be my supplier starting Dec 2015. I did not authorize anyone to switch my supplier to Vista Energy Marketing LP, then i contacted the company and they refused to help me. I would like Vista Energy Marketing LP to stop this process and cancel the enrollment immediately or else i will file a lawsuit against the company for stealing personal info fraud and slamming.

Desired Settlement: I would like Vista Energy Marketing LP to stop this process and cancel the enrollment immediately!!

Business Response: Reviewer, thank you for contacting Vista Energy

On 9/8/2015 when you contacting Vista Energy a cancellation was submitted at your request.  Please contact Vista Energy's customer service department if you need further assistance.

Kind Regards,

Vista Energy


9/23/2015 Advertising/Sales Issues
9/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I selected advertising issues, but it's really fraud. I was contacted by Vista (************), but the caller said he was with PG&E, my current supplier for gas and electric. The caller claimed to be able to lower my gas bill to "$.49 per therm" with this plan. Since I already have the lowest priced plan PG&E offers, I was skeptical and again questioned if he was calling from PG&E. He said he was. He asked me to get a recent bill, which I pulled up online. I questioned why he was calling from Fresno and why the caller ID did not say PG&E. At some point, I heard him mention Vista. I then asked him for his phone number and name so I could call him back. (Carter - ###-###-####). I have since spoken with PG&E; they do not have an arrangement with Vista. They are a competitor. Where do they get off saying they are with PG&E? I will also contact the PUC.

Desired Settlement: Vista should be stopped from this unfair and misleading business practice.

Business Response: Dear Reviewer,

Vista Energy is a natural gas supplier in the PG&E's customer choice program.   Vista Energy is not a fraud, Vista Energy is offering a fixed rate of .49 for gas supplied for 12 months.  It is your choice whether to choose another gas supplier or stay with PG&E.  I will place your phone number on Vista Energy's do not contact list.

Please go to PG&E's website and see Core Gas Aggregation - Core Transport Agents (CTAs) Vista Energy Marketing is listed there on PG&E website as a CTA.  Please contact Vista Energy's Customer Service Department @ ###-###-#### so that we may further assist you.


 

9/5/2015 Billing/Collection Issues
9/2/2015 Advertising/Sales Issues
9/1/2015 Billing/Collection Issues
8/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is a continuation of a previous complaint with this SCAM company. They have continuously called my phone (I have them "blocked") trying to collect from me. BUT, as you will see from the attached bill from PG&E they are GETTING PAID MONTHLY!

Desired Settlement: They're getting paid! Cease and desist all attempts to collect!

Business Response: Thank you for contacting Vista Energy,

Vista Energy is not a Scam, you signed up for Vista Energy as your natural gas supplier.  Vista Energy is in **** choice program.  I have placed a block for no calls. 

Thank you for contacting Vista Energy.

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I never authorized service from Vista Energy. I am the homeowner at the residence and the person responsible for the pacific gas and electric bill. The bill is in my name only. I work 60 hours a week and am a single mom so I don't have an extra income or time to go over my bills with a fine tooth comb. I started to notice that my utility bill was outrageous so looked it, saw the Vista charges and called ****. When I called Vista they told me that anyone can authorize the charges, even if they don't live there. My husband whom I'm separated from but was there watching our kids while I worked signed up thinking he was saving me money but never mentioned it to me. I explained the situation and asked for a refund which they said they were not required to give. I have spent over $900 in additional utility charges and have struggled to make payments to **** because of this. I cancelled my service at the time of the call but they still charged me for another two months. I am now getting bills addressed to my estranged husband for an additional $250 and am getting collection calls to my personal cell phone about a balance owed. I have no money to give them and feel I have been completely ripped off by their unprofessional sales tactics.

Desired Settlement: I would like them to give me a full or partial refund and write-off any balance owed. I would also like for them to stop sending me bills and calling me. I would also like to be placed on the do not call list.

Business Response: Thank you for contacting Vista Energy with your concern. I have stopped the calls at your request. Please contact Vista Energy for suitable payment arrangements for the gas you used @ ************* Also Vista Energy would like to speak with you in order to resolve your concern. Thank you for contacting Vista Energy

7/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Received a letter saying we signed up for their services from our service provider.We did not sign up for service change. Called there company to cancel their company.They said no problem , said Id have to pay for billing cycle. I told them I didn't athorise the change... They played a recording with a diferent first name than mine . Im Tom **** or Thomas **** their recording had the name as I heard it to be a Wayn **** , I told them there is no family members with that name ...And that I wasn't going to pay any such bill from them... I hung up...Tom **** *** ***** *** **** *** *** ******** Heres their # Vista Energy 888-508-4782

Desired Settlement: I want no charges from them or adverse marks on our credit record

Business Response: Thank you for contacting Vista Energy.  I have notified **** that you have requested to remain on **** bundled services, please let me know if you need anything further. 

6/16/2015 Billing/Collection Issues
6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Several months ago I discontinued service with Vista because they falsely claimed they would save money over using ****. Now for the second or third time I have received a notice from **** saying they have received a request to change my gas commodity supplier from **** to Vista. I have not authorized this!!! The last time they did this I was told "we saw you discontinued your service from another carrier and we figured you would want to go back to us." To blatantly use previous information has to be a fraud. I did not give them permission then, or the time before or now. This is FRAUD. If they do bill me through **** I will subtract the amount they are charging.

Desired Settlement: Review their fraudulent business practices and make sure I NEVER get another letter from them or heat from this company again. They do not provide the service pricing they originally said and to re-use my information to sign me up again has to be illegal. SHUT THE COMPANY DOWN AND PUT THEM OUT OF BUSINESS.

Business Response: Thank you for contacting Vista Energy.  I see that a cancellation was submitted on 4/7/2015 at your request.  The cancellation has been resubmitted today.   I am so sorry for any inconvenience, an email has been submitted to the utility to expedite your request.

Thank you for contacting Vista Energy. 

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

Better Business Bureau:

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



 

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for ******** energy services in February of 2015, and was denied service on February 16 2015. I then chose to stay with ***** *** company. when I checked my bill on May 12 2015 I seen charges from Vista Energy Marketing, L.P. that I did not sign up for. When I called Vista and asked how they got my account number throw ***** they said I had to give it to one of there door to door reps. When they showed up at my door in march of 2015 I told them I was happy with ***** and I did not want to change then I told them to have a nice day and shut the door. After explaining this to the rep on the phone when i called. He said there was nothing he could do and when I asked to speak to a supervisor he said it would be 24 hr before i would hear from them. I then asked him if I signed up for your service dont you think I would have gave you guys my phone number? He then stated that he would have a supervisor give me a call back. I did not receive that phone call back. I believe that the sales lady that showed up at my door took my ***** bill out of my mail box and thats how they received my account number.

Desired Settlement: I would like an explanation on how they received my account number and for this not to happen to anyone else...

Business Response: On 2/23/2015 ****** ***** signed up for Vista Energy via TPV. ****** ***** signed up with Vista Energy for a fixed rate. Dear Reviewer Vista Energy Marketing has affordable products for our valued customers and we at Vista Energy Marketing apologize to you for your concerns, and we regret any inconvenience or frustration that your experience and your enrollment has caused you. You have a right to choose and when the choice you make is inconvenient you have the right to return to the utility which you have. The proper department was notified of your concerns and also if you have a balance that needs to be paid Feel free to contact Vista Energy Marketing @ ************** 10 am -6 pm central standard time Mon-Fri.

4/19/2015 Problems with Product/Service
4/18/2015 Problems with Product/Service
4/6/2015 Problems with Product/Service
3/29/2015 Advertising/Sales Issues
3/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A young man came to my home front door and introduced himself as a worker for **** with several official looking documents hanging around his neck. He told me that **** has a program now to cut my **** bill considerably. He asked to see one of my recent gas bills and then told me that I qualified for the new service. I told him I didn't quite understand how this would work and asked for explanation. He gave a sketchy answer not once stating that anyone but **** would be involved never once mentioning ***** *** or the purchase of gasoline. I thought it may be an addition to the CARE program, He then proceded to ask to use my phone (my home phone didn't work for some reason) so he asked for my cell and got connected with a clerk. He had me say my name to someone on the line. He seemed like a nice young man and at this point I was getting a little confused so when he asked me to sign the contract I did sign it. He did not give me a copy of it when I asked and said that I would receive a letter in the mail shortly Then he left telling me i did a good thing. Later I looked this up on my computer and realized I had been totally flim flammed by this nice boy. I am a senior citizen (82 years old) and have been putting these charletons off on the phone. I don't want their gas deal. It was presented under false pretenses. It has only been less than 2 days and I want that contract cancelled immediately. I call that Elder Abuse and would certainly appreciate any help you can do to fix my problem. Everything he did was totally illegal. Thank you.

Desired Settlement: Want the Contract nullified and want my regular service with **** restored as it is at present with CARE in tact

Business Response: Thank you so much for contacting us with your concern. We are sorry to hear that this has been your experience, a stop and block enrollment has been submitted.  Please contact Vista Energy's customer service department if you need further assistance.   

Business Response: Thank you for contacting  Vista Energy Marketing, a independent Natural Gas Supplier and a participator in the PGE Choice Program.   You will remain with **** , on 2/16/2015 a block enrollment was submitted.  I got verification from **** on 3/9/2015  that your gas supplier will continue with PG&E.   Please contact Vista Energy Marketing' s customer service department @  888-508-4782 so that we could further assist you.  You are not a customer of Vista Energy.   Please know that I did try to assist you.  

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

Better Business Bureau:

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

Thank you for your very acceptable action on this complaint  I am quite pleased with the  resolution and praise the BBB for excellent handling of my case.
Consider it resolved and closed.     
                                                                                                    Thanks again,    Sincerel;y,     ****** ********

3/17/2015 Problems with Product/Service
3/13/2015 Problems with Product/Service
3/9/2015 Problems with Product/Service | Complaint Details Unavailable
2/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i was supose to save not be charged double the past 3 years. at first i got a small savings then my wife took over paying **** of which vista is a 3rd party with them. she pays the bill withouit checking it till todsy she asked me why it was so high, when i verified it with **** i was furious these people should be in prison,

Desired Settlement: pay back all the money they stole from us the past 3 years, they shoud have to refund everyone they scamed. and then be put in prison. how many old people on a fixed income have they ripped off. dispicable.

Business Response: Please be advised that Vista Energy Marketing is not a scam. We are sorry to hear that this has been your experience.  We are a legitimate gas supplier that has been in business for years.  You had the right to choose gas suppliers and back in February of 2012 you chose to  signed up for Vista Energy Marketing.  On 2/4/2015 you called and spoke to a Vista Energy Marketing customer service representative who tried to assist you with your concern.  You elected to return to **** and your account was cancelled upon your request.   A supervisor from Vista Energy tried to contact on 2/6/2015 and left a message for you.  As your time permits, please contact our customer service department so that we may further assist you.    Again your account is closed and in good standing.  Thank you for contacting Vista Energy Marketing. 

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, thanks for whatever help you can provide. Approximately 3 months ago I was approached at my home by a representative of Vista Energy Marketing whom I had not met, he spoke to me about Vista could provide a cheaper solution to my natural gas needs, since I'm on full heart disability, anything I am able to do to save money is wise so I agreed to switch from ******** *** to Vista. The first bill was substantially higher than previous, due to Vista so I called on 15th of December to cancel service so I could return to ******** ***. I was told it would take 30-45 days to terminate service with a 50 dollar cancellation fee, I agreed to accept this, even though on their website they state there are no cancellation fees, as of yesterday, after speaking with another rep about how it's nearly sixty days later and no cancellation, I get the runaround and explain my dissatisfaction with the professionalism they have displayed. From what I can gather, they do this to a substantial amount of customers. They still haven't cancelled and are costing me around 50 extra dollars a month, and I suspect will continue to hold me hostage for as long as they are able. So, if it's possible' I would appreciate ya'all stepping in and handling it. I do not want their service! Thanks, ****

Desired Settlement: For Vista Gas to cancel their service to me without penalty, so I may return to previous gas supplier that I was using.

Business Response:

We are sorry to hear that this has been your experience.  We at Vista Energy Marketing have taken the opportunity to review your account in depth in an effort to resolve the issue described.  The early termination fee you described was waived, when you contacting Vista Energy to cancel on 12/15/2014.  I am showing that a cancellation was submitted and your are cancelled in our system.  

Please let me know if you have further questions by contacting Vista Energy's customer service department @ *************  

 

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

Better Business Bureau:

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



 

2/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When salesman contacted Mr. ****** he failed to inform Mr. ****** that he would have to pay transportation fees to *** ********** *** *******. Mr ****** whom is 76 1/2 year's old informed salesman that he had a fixed rate due to his fixed income and that his fixed monthly payment was $55.00/month. Salesman repeatedly informed Mr. ****** that the most he would have to pay for the monthly service was $34.99. Mr ****** then received a bill from ***** in the amount of $84.76 (***) and one from So. California *** in the amount of $81.36 (*** transportation charges). Salesman failed to provide Mr. ****** with signed contract and mislead Mr. ****** into signing into a computer. Mr ****** is and has been for some time on a Level pay plan with SCG. Mr. ****** is so very nervous and unable to sleep due to these high bills. He called Jan. 16, 2015 and canceled service immediately after he received the bill however was informed they would not cancel his agreement until February 9th. Mr. ******. Salesman failed to inform Mr. ****** that the *** ******* would continue to charge for transporting ***, therefore he was mislead. The *** ******* has not been contacted by Vendor (*****) regarding the cancel of service

Desired Settlement: Cancel agreement and not charge as service was not what was offered. Credit account in full.

Business Response: Thank you for contacting ***** E***** *********, On 1/16/2015 Miguel R ****** called ***** E***** *********'s customer service department to cancel and per the customer's request the cancellation was submitted on 1/16/2015, and the Early Termination Fee was waived.  On 1/23/2015 the customer's daughter called to make sure the account was cancelled, customer service explained that the customer would receive one last bill after the cancellation that was placed on 1/16/2015 she understood.  Please contact customer service if you have any further questions.    

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Mr ****** was mislead by your ******* (***** Energy) and should not have to pay anything, as there is a witness that heard the salesrep promissing the quote of only $34.99/month and salesman stated several times that this would be the only payment he was going to have to make,  he was never informed there would be a transportation charge by ******** ********** Gas ******* or that he would end up having to pay two companies.   Daughter did not make arrangements with ***** ******* she was only trying to clarify situation as Mr. ****** has been very upset from the date he received the two bills.

 Total misrepresentation by your salesman whom should be ashamed of himself targeting elderly people.

 

Regards,

 

Business Response: Please contact Customer Service @ ************ and ask for ****** so that we may further assist you.  Thank you for contacting ***** E***** *********. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Called your ******* as you requested to call ************  and hung up after I was placed on hold for over 7 minutes, how late is ****** available (Pacific time)?


Regards,


 

Business Response: ****** is here from 10 a.m. to 6 p.m. central standard time.  Please call today  ************ or email Call Center CallCenter@*****energymarketing.com  We are here and ****** would like to address your concern.  Please contact Customer Service as soon possible. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

On Friday January 30. 2015 business was contacted by Mr. ****** and son the representative refused to come to a reasonable agreement with Mr. ****** regarding the discrepancy in what he was promised by their salesman and what actually occured, therefore Mr. ****** is requesting the account be closed effective the date he contacted the ******* which was Jan. 16, 2015 and that he not receive any more bills, he will pay the statement he received but refuses to pay anything else. 

Regards,


 

Business Response: Dear Sir, I am willing to work with you.  Please contact ****** again @ ************.  ****** let me know that she did speak with you and would like to resolve your concern.  So please call us. 

Business Response: I will submit pending resolution in writing.  I am hoping we can resolve you concern as soon as possible. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Please submit your response via this link therefore there is no misunderstanding of your decision.
Regards,


 

Business Response: ***** Energy has received your settlement.  Your account is closed and in good standing.  

Thank you for contacting ***** Energy 

Consumer Response:

Better Business Bureau:

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

 

 



 

2/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A company representative came to my home in Sacramento Ca, and convinced us to try this company as a cheaper service than **** and if WE WANTED TO CANCEL , WE COULD CANCEL AT ANY TIME.. I CALLED TO CANCEL THEIR SERVICES AND WAS TOLD I HAD TO WAIT UNTIL MARCH 31 2015- **** HAS NO CONTROL IN THIS MATTER. THIS SERVICE IS COSTING MORE THEN $12.92 A MONTH.. IF SOMETHING HAPPENS TO A GAS LINE ON MY PROPERTY, IT WILL HAVE TO BE OUT OF POCKET--WE WISH TO RESTORE SERVICES WITH **** ASAP..

Desired Settlement: WE WOULD LIKE TO CANCEL VISTA ENERGY SERVICES AND RETURN TO ****. WE NEED NOTIFICATION FROM VISTA ENERGY TO ALLOW **** TO RETURN TO OUR REGULAR SERVICES...

Business Response: Thank you for contacting Vista Energy, 

I have submitted your cancellation per your request to cancel Vista Energy,  it will take *** 15 to 45 days to return your account to ***.  Confirmation of cancellation is #******.  Also, I have waived the Early Termination fee pertaining to the fixed product you signed up for. 
Please let me know if you have any questions or concerns by contacting Vista Energy's customer service department @ 888-508-4782.

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

Better Business Bureau:

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



 

1/31/2015 Advertising/Sales Issues
1/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got a very confusing and high pressure from Vista Energy trying to change my gas service. They were trying to trick me into giving them my billing information so they could change the provider on my gas service... and represented themselves as "calling on behalf of ***** ***" in ******** instead of calling as a competitive supplier. I kept trying to tell them I was not interested in changing the terms of my gas service, but they kept telling me they WERE ***** *** and were trying to save me money on my bill. I called ***** *** ********** directly and confirmed that they are a third party supplier, should not be calling "on behalf" of ***** *** or representing themselves as ***** ***... and put a note on my account that I don't want my service changed. I'm still worried that they'll try to spoof my account and change it.

Desired Settlement: They need to stop calling me and stop calling other people and tricking them into thinking they're the gas company.

Business Response:

Thank you for notifying Vista Energy of your concerns. I have placed you and your phone numbers on the Do Not Call LIst, it is important for us to know when you have any concerns.  We regret any inconvenience or frustration that you may have experienced.   I have contacted the Marketer and again thank you for contacting Vista Energy Marketing. 

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

Better Business Bureau:

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



 

12/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I get about 3-10 calls per day from this company every time I ask to take me off the calling list they laugh and hang up, then call back an hour later from a different number for three months I've ask them to stop calling at least 100 times on top of this they are extremely rude demand me to get my pge bill. I have many numbers in my phone from this company when is enough enough I when someone ask to stop calling and that your not interested that's harassment!!!!!

Desired Settlement: I want the calls to stop, and the people calling us are rude and demanding, and harassing people I opened this phone number to start a business not to be harassed by telemarketing! Since they simply can't take my number off their calling list and I've had to take approximately 300-500 calls I feel I should be compensated how many other people are being harassed?

Business Response: Thank you for contacting Vista Energy Marketing.  I've looked for you information in our system and unable to locate.  Can you please provide me with the phone number you are writing about.  All collections calls from Vista Energy Marketing come from one phone number ************.  The limit of collection calls per day are 2 calls.   Please contact ***** **** @ ************ to resolve your concern. 

Again thank you for contacting Vista Energy Marketing.  

Business Response: Dear ******** ***** After reviewing your request further.  I see that you are requesting Telemarketing calls to stop.   I have placed ************ on the Do Not Call List.  *** **** if you receive any other calls which you should not, my direct phone number is ************.

Sincerely, ***** ****.

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

Complaint: I want to cancel Service: A representative came to my door, stating that he could reduce my service. I was under the impression that Vista Energy was apart of my current energy company. Also, I have call multiply times to cancel service, but I am put onhold and the line times out. So, ******** ******* seems lacking. Also, I do not wish to participate in a second energy company or deal with a separate bill. I feel that I was taken advantage of and did not gain all the proper information to make an informed decision about this change to Vista Energy.

Desired Settlement: Will like to have service canceled and remain with my current gas provider.

Business Response:

Thank you for notifying Vista Energy of your concerns. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.  We regret any inconvenience or frustration that you may have experienced.   Dear Customer, Your cancellation request has been placed. Confirmation code ******. Thank you for considering Vista Energy Marketing and have a great day

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

Complaint: As of ********** about 4:30pm even after my first BBB complaint which is still open the company continues to call me even after reporting to the BBB, they have now gained my cellphone number from the BBB and have begin harassment on my cellphone. The company did not have my cellphone prior to the BBB complaint. The woman on the phone continues to harass me even after I specifically told her I have opened a BBB complaint and continues to try to speak to me in a confrontational way. This harassment needs to stop now. I already open one complaint for their service and billing and now I have to be harassed over the phone by this company? I thought the all reason to have BBB complaints was to have a third party handle the issue and not for the company you are complaining about to gain more personal information about you so that they can threaten you and harass you more.

Desired Settlement: I need to company to fulfill my previous requests on my first complaint and STOP CONTACTING ME, THREATENING ME AND HARASSING ME ON MY PERSONAL PHONE.

Business Response:

Thank you for contacting ***** *******   I am not showing that you are a ***** ****** ******** anymore per your request, but owe a past due balance.    We apologize for any inconvenience and can assure you that ***** ****** ********* is not a scam as you stated.  But as you requested, I will stop the collection calls to you.  Please contact ***** ****** ********* * ************** and ask for ***** **** to try and resolve your concern.

Business Response: Thank you for contacting ***** ****** *********.  I have stopped the collection calls for the time being, but there is an outstanding balance that needs to be paid.  Please contact ***** **** * ************ to resolve you concern. 

11/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vista energy failed to disclose the fact that on top of paying there company for gas charges were also still paying **** for services. They just called "delivery" charge. Vista never tells you that part. They only tell you that **** will still be the ones to deliver. But never tell you that your gonna have to pay **** for that delivery of your gas. They just sell you on the fact that there rates are less than ****. They also never tell you how much that "delivery" charge will cost you and that it actually cost you the same as the gas that was being used in you house.Vista also never let customers that are low income know that the "care" discount will not be applied to the charges by vista energy. So I feel like they really took advantage of me and really cause me to spiral out of control with my bill and I cant even pay my energy bill because I cant afford the amount. It doubled in the amount that my bill used to be.

Desired Settlement: I would like them to help me and take off sll the charges and also pay **** for the "deliver" charges that were charged to my account while I was a customer

Business Response:

Dear ******* ******* thank you for bringing your concerns to Vista Energy Marketing's attention.  Per your request your account was returned to **** to supply your natural gas back in February 2014 and the last payment made on your supplier charges was back in January 2014.  I show you have a remaining balance of $339.37 which should be paid to ****.    Again, thank you for contacting Vista Energy Marketing.  

10/27/2014 Advertising/Sales Issues
9/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Much like the other complaints, I was sucked in by Vistas promise to save me money on my utility bill. This couldn't be further from the truth. My utility bill has been on average $50-60 MORE than **** alone since I switched to vista for delivery. After giving things a few months to make sure I was being fair with my comparison, I opted to cancel my agreement with Vista and return to ***. This was roughly 3 months ago and I am still not transferred back and am still receiving bills for their "service". Vista is sending me nasty grams stating that I now owe them $272.00 in delivery charges. This is rediculous, I have never felt so ripped off in my life. There charges have made my *** service so expensive that now I am behind with them as well.

Desired Settlement: In would like to be returned to *** for service immediately and be credited at the very least some of the fees and have my balance with them reduced. They will have to wait along with *** for my money as I am not in a position to be paying both at the same time.

Business Response: Thank you for contacting Vista Energy Marketing.  Per your request on 6/16/2014 your account was cancelled and returned to ***.   The balance remaining for 5 months of gas used is $285.74 please make your payment to ****.  Thank you for contacting Vista Energy Marketing.

9/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I did not give permission for this company to take over my gas service. Instead, they sent some employee over to my house, who were apparently able to take over my account with my service number who was given it by my girlfriend (Again without my permission). We called and requested it be deleted, this must have been around January. Now, I go to check my bill online and they are still my gas provider.I called PG&E, who claim they cannot cancel the service, and said I have to go through Vista (Which I already tried). PG&E also told me that Vista is charging me about double to service my account. PG&E IS ACTUALLY CHEAPER!!!I just graduated, am living with my girlfriend who is still in college, and has a special needs child. Now am getting taken advantage by this company out of Texas. I'm barely making it by as it is, and need all my money to survive. This company is taking advantage of myself and my family. Please help, and stop them from doing this to other families.

Desired Settlement: Full refund of my account of, and only be charged PG&E rates for those months which should cover all Vista actual expenses. I called to cancel the day after they got my information, so the account never should have even began in the first place. The refund needs to go back to the day the account was opened, and all back money repaid. To be honest I think they should have to pay back the entire amount, and PG&E should also be held accountable for how easy it is for an account to be hijacked.

Business Response:

Thank you for contacting Vista Energy Marketing.  Vista Energy Marketing has investigated the concerns of the complainant.  A Customer Service Rep responded to the complainant via phone on 8/6/2014.  The account name is not *****  ****** ******** in our records,  but the account was cancelled and  will return to PG&E within 15 to 45 days of the cancellation that was submitted on 8/6/2014. 

Thank you for your feedback.  Vista Energy Marketing sincerely apologizes for any inconvenience.   Vista Energy Marketing strives to deliver the best Customer Service, affordable prices and natural gas products to our customers, Vista will take this feedback to improve on customers’ gas purchasing experience

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

[Provide details of why you are not satisfied with this resolution.]


My original demands have still not even been addressed. All they are doing is trying to stall so it will get dropped. They are making a joke of this entire process, and I'm starting to agree.

Regards,


  ***** ******** 

Business Response: Vista Energy has responded to the complaint.  The lady at the location stated that she was an authorized user and the gas was used at the location that Vista Energy purchased on your behalf.  This is not a stall tactic, we have removed your account per your request and returned you to PG&E.  Thank you for comments and concerns.

9/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On September 8th [2014] I received a call from a telephone representative of Vista Energy. She never identified herself as calling from Vista. She made it sound like she was calling from ******* *** *** ********* She transferred me to a second telephone representative who did the same thing, i.e., did not identify herself as being with Vista Energy and made it sound like she was with ****. Due to my belief that the callers were from ****, I gave my Service Agreement ID number to one of the Vista representatives. I did not agree to a switch-over of gas usage to Vista. Subsequently two **** representatives have informed me that when a company like this gets a person's Service Agreement ID number and/or the customer's meter number, then the company can switch the **** customer over to that company without the customer's consent. I called Vista and submitted a Stop Enrollment request to prevent a switch-over. However, I am not going to be able to find out from **** until September 24th [2014] whether Vista has switched me over.

Desired Settlement: I am asking that Vista honor my Stop Enrollment request made on September 8th [2014]. I also am asking that callers from Vista identify themselves as being from Vista and not pretend that they are with the customer's current utility company.

Business Response: Dear ****** *******, thank you for bringing your concern to Vista Energy Marketing's attention.  We apologize for any inconvenience you may have experienced.  On 9/8/2014 when you contacted Vista Energy's Call Center, at your request on 9/8/2014 Vista Energy Marketing placed a stop enrollment.  Please let us know if Vista Energy Marketing can give you any further assistance, don't hesitate to contact us @ 1-888-508-4782.  Thank you for contacting Vista Energy.  

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

Better Business Bureau:

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



 

8/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Description of Complaint: two phone calls. first denied because i was asleep. ****** ***** called again and asked for me. He asked if we had received the 10%discount on our **** bill. It would be eligible for 12 months. He told me where to look but being **** i could not understand where he wanted me to look. He asked me of anyone, like my son could help me. My son, came looked at the online bill. My son said there is nothing. ****** told him to look for the Account Agreement ID and my son found it and repeated it for ******. ****** told my son to tell him the account number(in hindsight, we should have asked him why he did not have this information in front of him) My son read it to him. ****** then proceeded to tell my son we'll get the 10% discount for 12 months and MY SON ASKED, Are we Switching Service? ****** lied by omission and said, **** will still bill us but it will say Vista Epic Energy at the bottom underneath. ****** proceeded to give my son a number #*********** and asked him to REPEAT it back to him. My son just repeated what he was told. We called **** and asked, they said this was a common sales tactic used. If we did not want to enter into an agreement, when the Bill Arrives and we are asked if we are entering into an agreement, we are to call **** and say we are not. ****** had given us a phone number ************.

Desired Settlement: MY SON DID NOT ENTER INTO ANY AGREEMENT ON MY BEHALF.This is a deliberate unconscionable sales tactic used by this gas company. Its similar to the ones used back when **** ***** *** ****** and hundreds of Long Distance companies used back in the day. This needs to be stopped Immediately. We'd like them to stop doing this to anyone else. We'd like ****** ***** and the company to be held accountable and WE DO NOT WANT VISTA ENERGY. We want to stay with ****. We want these calls BANNED.

Business Response:

Thank you for contacting Vista Energy.   I am not showing that you are a Vista Energy Customer.  I have notified the call center to remove your phone number.   We apologize for any inconvenience.  Please contact Vista Energy Marketing @ ************** with any questions are concerns, again thank you for your feedback.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  The response did not provide any info in answer to my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** *******
 

Business Response:

Dear Sir, thank you for bringing your concerns to Vista Energy Marketing's attention.  Again, we apologize for any inconvenience this has caused you. 

Vista Energy Marketing sincerely apologizes for any inconvenience or misunderstanding.   Vista Energy Marketing strives to deliver the best Customer Service, affordable prices and natural gas products to our customers, Vista will take this feedback to improve on customers’ gas purchasing experience.  Thank you for your feedback.

 

8/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A salesman came to my door and said that my bill would be lower with Vista Energy. In the beginning I would just pay my bill I never noticed a gas procurement charge until my bill in January so I called to ask what the charge was she said even if I was with them or not I would get a gas procurement charge, she offered me a fixed procurement charge of $26.00 that I agreed to after we spoke. The only reason that I agreed to the fixed charge which was going to be for 12 months was because she told me that either way I would get that charge. So months went by and I never saw that charge again so I had forgotten about the gas procurement charge. Until this month I received the charge on my bill and it came out to a lot. I spoke to my neighbors and saw their bill and theirs was a lot cheaper then mine, they definitely did not have a 26.00 gas procurement charge. Then I received a letter in the mail saying that there has been an error on my billing and I have not been billed since Feb. for the gas procurement. charge so now I will be paying those charges through the next 6 months. So I called to cancel and now I have to pay a $50 early termination fee which really makes me upset because 1. the man said my bill would be cheaper and its not and 2. the only reason why I agreed to the 12 month thing was cause she said I would get a gas procurement charge anyway so I thought the fixed charge would be beneficial only to find out that if I would've canceled then, my bill would be a lot cheaper, and the pg&e gas procurement charge only would have been 8.50. This is definitely a scam doesn't make sense to change from pg&e to Vista just to pay more

Desired Settlement: We really don't have any money right now especially now finding out that I have to pay for 4 months of gas procurement charges since there was an error on my bill, that really isn't my fault. If I would have been billed correctly I would have noticed something was wrong with that really high gas procurement charge and would have started investigating and cancelling. I would really like the $50 early termination fee waived

Business Response:

Dear ****** ** ****** we are very sorry that this has been your experience with our services at Vista Energy Marketing.   We will be more than happy to waive the Early Termination Fee and per your request your account has been cancelled,  within 15 to 45 days PG&E will be your supplier.   Please feel free to customer Vista Energy Marketing @ ###-###-#### or email us @ ****************************************

 

Thank you Mrs. ****** for considering Vista Energy Marketing. 

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I noticed that I was being charged more than what **** was charging us before. The sales person said we could cancel our contract at anytime and we would not pay a fee. After reviewing the contract I read there would be a $50 fee if I canceled my account before six months. I called today to cancel my account after 7 months and I am going to be charged $50. The website also clearly says no cancelation fee. The customer service representative said I would have to wait for one year! This company is a scam and needs to be held accountable for the representatives they send out.

Desired Settlement: I would like for Vista to waive the cancelation fee just like it is stated on the website and the paperwork that was given to me and to stop their false advertisement!

Business Response: We appreciate you bringing this to our attention and we want to let you know we’re investigating the matter further.  After further investigation I see that you choose a fixed product with a Early Termination Fee because Vista Energy values it's relationship with our customers.  The Early Termination Fee will be waived per your request.  Please don't hesitate to contact our Customer Service Center @ ************.

7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I signed up for Vista Marketings Gas delivery service as a 3rd party for my PG&E home gas service I was told that I would have one of my bills paid as part of a promotion they were having. Vista first showed on my PG&E bill in March of 2013. It has been over a year since I signed with them and they still have not honored their promise to pay one of my bills. I called Vista around March of this year to see when my bill would be paid and I was told that I had to pay my PG&E bill before they could do anything. I paid it, called them back and they tried telling me the same thing, that I had to pay my bill. I got frustrated and called them the following month and after pressing the issue was finally told they would send me a check with an "average" of my bills over the past year which was around $40. I still have not received anything from them.

Desired Settlement: This isn't even a refund. This is Vista paying what they promised. At this point since they have broken their promise with me and wasted my time as a consumer I feel that they need to make an effort to make things right, which would mean going beyond paying me a 40 dollar check.

Business Response: Thank you for notifying Vista Energy of your concerns. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.  We regret any inconvenience or frustration that you may have experienced.  Now that your account is current per your Terms of Service with Vista Energy, the Free Month of Gas Commodity check will be release and mailed to you today.    A customer service representative will contact you today, to let you know the Free month of gas commodity is being mailed today.   Please contact Vista Energy with any concerns @ *************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

I'm really disappointed with how your company has handled this situation. Last I spoke with someone on the phone at Vista they informed me that my account was current and that a check for over $40 would be dispersed. I received nothing. I made this clear in my original complaint that this is what I was told and obviously Vista didn't take the time to read my email or make any real attempt to make the situation right. At this point if Vista refuses to acknowledge any wrong doing I will have no choice but to report them to Consumer Affairs.


And please don't copy and paste your apologies and word them in a way as "sorry you feel this way". Might as well say "i'm sorry you're sorry". Take the time to proofread your responses too, your response didn't even form complete sentences, this just suggests even more that your company doesn't care. Take responsibility for your actions. 

Regards,

Adam Tellier

 

Business Response: Dear Customer, you received your Free Month of Gas Check in the mail yesterday as you stated.  The check amount was calculated per your Terms Of Service Agreement.  Please let Vista Energy know if there is anything further we can do.  We value our customers.

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a restaurant in Oakland, CA. I recently received a letter from PG&E (our energy provider)stating that our energy provider was changed to Vista Energy Marketing. What is a Vista Energy Marketing? I never authorized a change in my energy provider. And I certainly do not want Vista. I called PG&E; they state that PG&E cannot cancel this change request made by Vista. Even though we did not authorize this action, we are unable to change it without going through Vista! This is fraud! Who authorized the change? This is a surprise to me. I don't know who authorized this; why did Vista not verify this change with me?How can Vista make this change in my energy service without my signed authorization? What can I do? Where do I file a formal fraud complaint?Please reply; I need any help you can give me.*********** ******Owner, ****** ************** ******* *********** ** ********** ************** *********************

Desired Settlement: Please tell us how to file a fraud complaint. Also, how can I change back to my original provider, PG&E. I am extremely busy running a restaurant; I do not have the time to fool with Vista.

Business Response: Thank you for contacting Vista Energy, per your request the account has been submitted for cancellation.  Please let me know if I can do anything further. 

5/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company Rep.came to door and sold me a line about how Vista Energy would lower my energy costs. So I sign up and now I'm being charged $18 more monthly! now i just want to un-enroll from their company and I haven't been able to contact them. No matter at what time I call, their call center is always closed. I just want to go back to PG&E for crying out loud, I don't even want a refund.

Desired Settlement: I just want to to unenroll from their program since it hasn't saved me any money, on the contrary I'm paying more.

Business Response:

Thank you for your feedback.  Vista Energy Marketing sincerely apologizes for any inconvenience or misunderstanding.   Vista Energy Marketing strives to deliver the best Customer Service, affordable prices and natural gas products to our customers.  *********** ******** sign up with Vista Energy in 2013.  Per *********** ********** request the cancellation has been submitted and the account will return to PGE within 15 to 45 days when PGE goes out to read the meter.

 Vista will take this feedback to improve on customers’ gas purchasing experience

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

Complaint: Vista energy came to my house and had another member of my household sign a paper to start service with them. That person is not on my bill and I never agreed to change my service. Suddenly my bill is double what it was. I am on a fixed income and cannot afford these types of surprises. I called PG&E and they said I had to contact and cancel with Vista. When I called Vista they said it would be cancelled but I may receive one or two more bills before its changed. I feel this is wrong considering I never signed up in the first place and Vista should refund my money but they refused saying it doesn't matter who signed the paper. This company is a ripoff and I intend to let everyone I know all about it, and yes I may be 89 but I'm on facebook.

Desired Settlement: the amounts vista is charging over my $16.00 balanced payment plan. This month already it was $39.64 and they said it would be at least one more payment taken

Business Response:   Vista Energy has contacted PG&E to return your account to PG&E as soon as possible.  I am not showing any balance at this time ** ******** but I certainly apologize for any inconvenience this has caused you.    

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

4/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: advertising issuescustomer service issuesbilling issuescontract issuesguarantee issuesrefund issuesservice issuesVista Energy is a scam. They can not be trusted. They are frauding people falsely, including myself. They are liars & cheats. I have been taken advantage of financially. Cannot get anyone at the issued name & phone number to take care of my complaints. People need to be fore-warned about this SCAM of a business. Now they are threatening to ruin my credit.

Desired Settlement: Mainly wanting BBB to warn others this business is a SCAM. If at all possible, shut them down for threatening to falsify my credit. Not liking being threatened by them. If at all possible, would like monies refunded to me where no extra or discounted services were provided as promised by this Vista Energy Marketing. Getting people to switch energy companies under false pretense.

Business Response:

Thank you for your feedback.  Vista Energy Marketing sincerely apologizes for any inconvenience or misunderstanding.   Upon the customer's request the account was submitted for cancellation.  Vista Energy has no intention of reporting ****** ***** to the credit bureaus.  Vista will take this feedback to improve on customers’ gas purchasing experience.  

3/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This all started with a salesman coming to the door asking us to try Vista Energy for a year, no strings attached. In addition, after one year of service, they would send me a rebate check for one months charges (averaged over the year). I figured I would give them a try for a year and see if they would deliver at a reasonable rate. I tracked the cost and did not see the savings. I figured the amount of my free months gas usage would cover the difference. I call after my 13th month of service to switch back to PG&E. The customer service rep said that the check for the free month would be going out the following week to active customer only.So, I wait to see if I get my rebate check. After month 15, I call to switch service and find out where my rebate check is. At this point, I am paying 50% more in fuel costs compared to what I would have been paying through PG&E. Miraculously, the rep states that they just dropped prices below what PG&E was charging. I asked about my rebate check and was told that he would submit the request to accounting and that I would have to be an active customer in order to receive it. No thanks! They did not deliver as promised.

Desired Settlement: None

Business Response: Thank you for notifying Vista Energy of your concerns. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.  We regret any inconvenience or frustration that you may have experienced.  On 3/18/2014 a call was received from Mr. ***** to cancel services with Vista Energy the account was submitted for cancellation on 3/18/2014 and the customer service rep. stated to Mr. ***** it would take PG&E 15 to 45 days to get the account back to PG&E.  Mr. ***** requested the free month of gas check and the request was submitted on 3/18/25014.  

Business Response: Thank you for notifying Vista Energy of your concerns. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.  We regret any inconvenience or frustration that you may have experienced.  On 3/18/2014 a call was received from Mr. ***** to cancel services with Vista Energy the account was submitted for cancellation on 3/18/2014 and the customer service rep. stated to Mr. ***** it would take PG&E 15 to 45 days to get the account back to PG&E.  Mr. ***** requested the free month of gas check and the request was submitted on 3/18/25014.  

3/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have made several contacts with Vista Energy Marketing LP at the telephone number listed on our bill at ************** to cancel our account in the past several months, but each month we continue to receive charges from Vista Energy Marketing. Couple times we called again to ask them why they continue to bill us after we requested for cancellation, the customer service rep told us there were no notes in their system of our request. We receive charges for gas usage from both PG&E and Vista Energy Marketing LP, and we do not understand why but we continue to pay the bill in full becuase we don't want our gas to get shut down. We would want Vista Energy to cancel our account immediate and refund our money back going back to the months we first contacted them, which was in November 2013. Our family does not understand English well and so we thought Vista Energy Marketing was the same company as PG&E. It is difficult for us to keep asking relative to make the phone calls to Vista Energy requesting cancellation our account since we don't understand English. It is our final request that our account be closed immdiately with our payments refund to us.

Desired Settlement: Cancel the account immediate with Vista Energy Marketing LP and refund payments made since we first request cancellation of our account back to November 2013.

Business Response:

Thank you for notifying Vista Energy of your concerns. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.  We regret any inconvenience or frustration that you may have experienced.   On January 29, 2014 customer service received  a call to cancel the account from the customer, customer service expressed that the cancellation was submitted that day on 1/29/2014 and it would take 15 to 45 days for PG&E to go out and read the meter and that a final bill would be assessed.  As of 3/3/2014 **** ***** account is back with PG&E.  There is no balance due. 

3/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: failure to address why i had to pay twice for for gas i never really looked at my bill i just pay it i received my January bill and i called vista to try and fix the problem the lady on the phone was very unprofessional rude when i told her your company was all about a lower price on gas she was unable to provide me with any help and i told her to end my service she told me it would take a month for it to clear charges on my bill i told her i'm not paying twice she said they will turn me over to collections i try to fix the problem with PG&E and i was unable to get help with them.

Desired Settlement: at this point they need to clear my bill for 03-**-2014

Business Response: Thank you for your feedback.  Vista Energy Marketing sincerely apologizes for any inconvenience or misunderstanding the customer may have had.  *********  ** ****** signed up with Vista Energy on March *** 2013.   Vista Energy has supplied gas to the customer during that period of time, until a call was placed to customer service on 12/**/2013 by ********* ** ****** to discontinue service with Vista Energy and upon the customer's request on 12/**/2013  a cancellation was submitted.   The customer service agent advice the customer that it would take 15 to 45 days for PG&E to go out and read the meter and there would be a final bill.  The final bill was 82.02  that should be paid to PG&E.  ********* ** ****** was explained that she received only one bill from PG& E with delivery of gas  from PG&E and the actual supplied gas from Vista Energy.    

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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


 

 From: ********* ****** ********************************** 

Sent: Wednesday, April *** 2014 12:44 AM
To: ******
Subject: Re: Vista Energy Marketing, L.P. ******* 

By no means has this matter Ben resolved I would like you to contact me A.S.A.P. I have tryed to contact you but I have got no response back I also have found all my papers from the first day I got scammed into this vista ****

Business Response: Thank you for notifying Vista Energy of your concerns.  We contacted you today to resolve any issue you may have had and you indicated not to contact you anymore.  Please Notify Vista Energy if there is anything we can do to assist you.   We regret any inconvenience or frustration that you may have experienced.    

 

Thank you again for bringing these matters to our attention.

3/17/2014 Billing/Collection Issues
12/30/2013 Problems with Product/Service
10/26/2013 Advertising/Sales Issues
10/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I work with ******* ****** ****** ******** in ******* *******. Our district has negotiated pricing for natural gas that is then passed on to it's employees. The district by email told us if we were on this rate the previous year we did not have to do anything. Vista Energy Marketing sent a representative to my door. He stated that everyone had to complete their form. I filled it out. I then called ****** *** which is part of ****** *** to inquire and explained what happened. I was told my service would still be with the same provider. Vista Energy Marketing is fraudulently getting business. I called Vista Energy Marketing and they will not do anything through customer service. My bill this past summer skyrocketed from $28- $35 to $90 per month.

Desired Settlement: I just wanted to report them. I hope their are enough complaints that maybe something will be done about their unethical practices.

Business Response:

Dear Customer

Vista Energy has looked into your concern with the marketer and your marketing concerns.  The agent has been located that visited your location and was reprimanded released from any affiliation with Vista Energy Marketing.   I tried to contact you directly but no answer.  Please let us know if we can do anything further. Please contact ***** **** @ Vista Energy *** ******** to ensure that Vista has resolved your issue. 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

Thank you and look forward to doing business with you till ***** ****.

8/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was assured by the Vista representative that I would no longer be charged by ****, that I would be charged only by Vista Energy and that I would be receiving wholesale pricing, this is not the case. I have been charged by both **** and Vista for gas usage, so I know that the representative of Vista lied to me.

Desired Settlement: I want their 'service' cancelled and I want a complete refund of all the charges they charged me.

Business Response:

In response to the customer's complaint, Vista Energy is concerned to have received this complaint.   Our company aims to consistently deliver a professional service to our customers and I would like to state that on this occasion the level of service to the customer is unacceptable.   Pursuant to ****s gas rule 23 (Customer Initialed) there would be no credit check, never pay Vista Energy directly.  **** will continue to bill for the transportation service and customers will always pay *****

Thank you for bringing this matter to Vista's attention.   The customer's account has been cancelled per the customer's request this will take 15-45 days to return to *****  The customer's account is not in collections and the account is current.   

Vista Energy apologizes for any inconvenience to the customer.  Vista is actively working to improve all levels of service daily and the customer's feedback is valuable.  

Please let me know if I can do anything further.

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****


 

 

8/4/2013 Billing/Collection Issues
7/19/2013 Advertising/Sales Issues
7/19/2013 Problems with Product/Service
7/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today I contacted this company to cancel my service at my home in **********. When I contacted the number located on my bill, the woman who answered the phone identified herself as "********" but would not provide her last name. She claimed that she would process an order to disconnect my service, but would not send me a written confirmation of this via mail or email. She told me it would take 15-45 days to disconnect my service and gave me a confirmation number of *******. I called back later to ask for the name of the CEO of the company and she provided me only with the name of "*****" , again, no last name and when she forwarded my call to *****'s extension, there was no identifying name on the voicemail. This place is either a complete scam or a very poorly run company.

Desired Settlement: I would like my service with this company to be immediately terminated and a letter or email in writing confirming that this has been done.

Business Response:

 

I agree that this agent did not handle this call properly. I have since coached her to not withhold her last name as there is no reason to do so. She will not do this in the future. I have also asked that she comply with a request of written notification. We are not typically asked for this and I think she felt overwhelmed.

This is a case of single employee, having a bad day. She has been reprimanded, and I do not expect the behavior to continue. She is typically an exceptional phone agent.

We have spoken with PG&E to ensure that this drop request is being processed. The actual transmission of service will occur on July 5th. We are force to operate within operation parameters that are dictated by the utility. One the current meter read ends the service will switch.

Again, I am sorry for her experience.

 

6/9/2013 Billing/Collection Issues
5/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed with this company to lower my **** gas bill. I took alook at it recently because my bill still seemed high. I am getting charged not only from **** for gas but also this co is charging me for gas too. The charge for gas thru this company is much higher than thru ****. I want to file a complaint. The gentlemen that signed me up to receive the discounts lied to me. I checked all the information about this co on-line and at that time there was not complaints until recently. I do not receive a paper statement but I was curious why my **** bill was still high after looking at my statement for the last 3 months on-line I found were I was charged twice the last 3 months for gas.

Desired Settlement: I would like a refund in the amount of $125.68. I was billed in April $19.37 from **** for gas and Vista Marketing charged me $31.00 same bill. In March **** charged me $35.23 for gas and Vista Marketing charged me $42.73 on the same bill. In February **** charged me $46.36 for gas and Vista Marketing charged me $51.95 on the same bill.

Business Response:

The $31.15 was for the cost of natural gas only. When with a third party provider, **** will continue to bill you for transportation cost. Vista will bill you for the gas itself. In the past both the transport and the gas appeared as a “bundled” cost because there was no third party provider. Please take the time to read this link from the **** website. This was also included in the terms of service that you received.

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

Please notice the question that reads “How do I know I am not being double billed for my gas charges?”

Again, you are NOT being billed for natural gas twice. Most people do not realize that a significant portion of their monthly gas bill is a gas transportation fee. **&* will still charge a transportation fee to those using a third party supplier. **&* charges each customer a transportation fee in order to cover costs associated with owning and operating the pipeline. Traditionally, transportation rate represents a large portion of your monthly bill – nearly the value of your gas. The charges on your bill from Vista are for the natural gas only and are different from the **&* transportation charges. Remember, when *** was your natural gas provider the transmission costs were into one "bundled" charge.

We cannot refund you for the cost of gas that you did consume. If you are still unsure of this explanation we would be more than happy to direct you to a contact at **&* or the Public Utility Commission. They will give you the same explanation.

We have dropped your account from Vista service at no additional cost. Thank you for your time.

5/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was not aware there would be a charge on my bill the sales person said this service would lower my bill not have a $ 13.15 added charge each month

Desired Settlement: I would like them to credit the $13.15 charge on my bill

Business Response:

You actually did save on your bill. The $13.15 was for the cost of natural gas only. When with a third party provider, **** will continue to bill you for transportation cost. Vista will bill you for the gas itself. In the past both the transport and the gas appeared as a “bundled” cost because there was no third party provider. Please take the time to read this link from the **** website. This was also included in the terms of service that you received.

*********************************************************************************/

Please notice the question that reads “How do I know I am not being double billed for my gas charges?”

Again, you are NOT being billed for natural gas twice. Most people do not realize that a significant portion of their monthly gas bill is a gas transportation fee. **** will still charge a transportation fee to those using a third party supplier. **** charges each customer a transportation fee in order to cover costs associated with owning and operating the pipeline. Traditionally, transportation rate represents a large portion of your monthly bill – nearly the value of your gas. The charges on your bill from Vista are for the natural gas only and are different from the **** transportation charges. Remember, when *** was your natural gas provider the transmission costs were into one "bundled" charge.

The rate that makes up the $13.15 charge is actually 10% less than the rate charged by **** during the same time period.  

We cannot refund you for the cost of gas that you did consume. If you are still unsure of this explanation we would be more than happy to direct you to a contact at **** or the Public Utility Commission. They will give you the same explanation.

We have dropped your account from Vista service at no additional cost. Thank you for your time.

4/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Most respectfully I have to state as under for your immediate necessary action to save the poor consumers from the unfair means of billing/charging  from the consumers.
On 4/12/12 I received letter dated 3/29/12 posted on 4/9/12 per envelope copy at enclosure A. I replied this letter vide my letter dated 4/12/12 -Copy at encl; saying that I had never opted for your services. If I had ever wrongly opted or consented, treat it canceled. Copy of this letter was also sent to **** that I had never opted or consented for any middleman for your services and I do not know what /type of services they have to provide.
On 6/14/12 1 received **** bill which had charges for the middle man Vista amounting to $13,01. Copy at encl C- I, C-2, C-3. I wrote to **** vide my letter dated    6/14/12 pointing out that I do not agree to this middleman charges. The rates of gas supply has been increased without the approval of PUC. For comparison purposes, I enclose copy of their previous month bill dated 5/11/12/ as encl;" E'.
There after every month I wrote to **** on this issue vide my letter dated 7/22/12.-See encl; "F', letter dated 8/15/12, letter dated 9/14/12, letter dated 10/19/12, letter dated' 11/16/12 and I and there is no response. Instead of deleting this extra charges without any reason, they have increased the charges of this middleman VISTA.
For comparison I am giving the actual charges made by**** and Vista form 6/2012to March 2013. Bill for 6/12 **** charges $ I 1.97 and vista$ 13.0I
Bill for 7/12 **** charges$ 9.47 and vista$ 13.50. Bill for 8/12 **** charges $7.84 and Vista$ 13.50 Bill for 9/12 **** charges$ 8.73 and Vista$ 14.52 Bill for 10/12 **** charges$ 9.27 and Vista$ 13.53.
Bill for 11/12 **** charges$ I 1.25 and Vista$ 17.79. Bill for 12/12 **** charges$ 23.61 and vistaS 48.28 Bill for 1/2013 **** charges$ 43.07 and Vista $ 71.88 Bill for 2/13 **** charges $ 36.32 and Vista $ 60.65 Bill for 3/13 **** charges$ 25.68 and Vista $ 46.47.
In this way utilization same quantity of Gas has been charges by two companies. I do not fine any justification  of introducing a middle man just to grab money from the consumers. what services are being provided to the customers by Vista If he is the gas supplier then they should submit their bill and PG&E should only submit the electric bills. This issue needs to be taken care of by you. The vista has charges me total of$ 314.53 and PG&E $
187.14. This all is illegal and self imposed charges by the ****. The introducing Vista as middleman has increased the gas charges almost double. I may be refunded the extra charges by Vista without any service. Yours faithfully,

Desired Settlement: Please See Attached

Business Response: I do not see any content on this complaint. Please supply further information.

Business Response:

Guys, 

 

I can’t seem to get back into the site. So here is my response. Thanks. 

 

Please allow me to explain the charges you are dismissing as “fake”. Please take the time to read this link from the **** website. This was also included in the terms of service that you received.  

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

Please notice the question that reads “How do I know I am not being double billed for my gas charges?” 

You are NOT being billed for natural gas twice. Most people do not realize that a significant portion of their monthly gas bill is a gas transportation fee. **** will still charge a transportation fee to those using a third party supplier. **** charges each customer a transportation fee in order to cover costs associated with owning and operating the pipeline. Traditionally, transportation rate represents a large portion of your monthly bill – nearly the value of your gas. The charges on your bill from Vista are for the natural gas only and are different from the **** transportation charges. Remember, when *** was your natural gas provider the transmission costs were into one "bundled" charge. 

 

For example, using the customer’s comparison for the first billing cycle… 

Bill for 6/12 **** charges $11.97 and Vista $13.01 

If Vista were NOT the third party supplier on this bill, the customer would have received a bill for $26.28 ($14.31 for gas from **** + 11.97 for transport) 

Compare that to the actual charge of $24.98 ($13.01 for gas + $11.97 for transport) that is on the actual bill. 

As you can see, the customer saved money by being a Vista customer.  

 

We have no evidence that this customer wanted to cancel service with us. We have not received any correspondence from the customer on the matter. A simple phone call would have ended service with Vista at no additional cost.  The customer had our toll free number, as indicated by the welcome letter and terms of service. Interestingly, this customer has been paying Vista in a timely manner for gas service since the contract began over a year ago.  

Additionally, these letters to **** were not relayed to Vista. **** would not have responded to these letters, because **** is not in a position to drop your account with Vista. This is also addressed on the **** FAQ’s I have attached above. 

Thank you for your inquiry and we have dropped the account per your request. 

 

 

4/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never heard of this gas company but for the past 3 months i have received a bill from them on my **** bill.I have contacted this company and they refuse to do anything about this. I never signed up for them I did'nt even know there was any other gas company I always thought there was only ****. I am outraged about this and would like to have something done about it ! I have paid for ****** portion of the bill , but i have refused to pay any of what vista has billed me for the last 3 months .

Desired Settlement: I am refusing to pay vista and would like for them to take back the bills

Business Response: None of the information on this account shows in our system. Can we get an account number? As of now I cannot see that we are serving this customer.

4/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: An employee representing vista came to my door after asking the family name he said "sign here"? this is durring the choice *** program which i have no problem with my problem is after i asked him why he said he was a reprisentive of the supplier of ****** ***, my utility company. when i declined to sign, he said my rates would increase in 15 days? after i told him i was satisfied with my supplier choice he left but he never once represented that he was acually representing a utility on the cotrary he tried to make me feel as if he reprisented ****** ***.

Desired Settlement: I would have signed the paper not knowing i was changing my supplier if my family name and mine where the same the account is in my mothers name not my fathers.

Business Response:

For this very reason our agents wear bright red uniforms that say VISTA. This agent was attempting to say that VISTA is supplier gas through the ****** *** pipeline system. One cannot purchace gas directly from ****** *** so I am unsure what the agent would be trying to accomplish. Maybe the customer purchases their gas through ****** *** Energy Services.  Regardless, we have nothing to gain by claiming to be one of our competitors.

Thanks for your inquiry and please let me know what else I can do.

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

Complaint: I had a young gentleman come to my door in ********* of last year. He said he was coming on behalf of Vista Energy Marketing LP. He was selling a service that claimed it would lower my **** bill on the very first month of service 20-30%. Naturally, as a consumer, I am always looking for ways to save money so I asked him where to sign up! I went out of the country not long after, and when I came back I was surprised to see the amounts of my bills. In ******* this company charged me an extra $73.31. Which by the way was more than my monthly charges of gas and electric combined. I thought to myself that maybe there was a sign up fee that the young man failed to mention, gave him the benefit of the doubt and thought that I would see the savings next month. On the next bill, this company charged me again, still did not see any savings in my ****. My bill has actually doubled every month since I signed up for this service to do the exact opposite of what it was doing. I already cancelled my membership but in the meantime spent over $200 in a service that did nothing for me.

Desired Settlement: First and foremost I would like a refund on the money I spent for a service, that I repeat, was not given to me as promised by the sales representative. My second request is that this company trains their sales reps to be able to inform their customers fairly so they are aware of what exactly they are signing up for. Thank you.

Business Response:

Vista would never authorize an agent to say this. To be safe, I will make sure that this agent is relieved of his job. We do not tolerate any misleading sales pitches.

This was not an “extra” charge. This is value of natural gas that was used by the customer. The other charges that the customer sees are for the transportation of the natural gas. When natural gas is purchased from the utility, the transportation and the natural gas are “bundled” into one number. Once the customer agreed to use third party service the charges were broken into two line items. You will see a “procurement credit” on your bill that shows what **** would have charged for natural gas had the customer been with the utility.

Your charge for gas was high because the month that you have referenced was the coldest in roughly two years. It was gas usage by your home that drove the charge, not Vista’s rate. Your charge for gas was high because the month that you have referenced was the coldest in roughly two years. It was gas usage by your home that drove the charge, not Vista’s rate. You will notice that your bills have declined again now that we are at the end of winter.

All charges represent natural gas that was purchased and used by the customer. We cannot give a credit for gas that was actually used. I have dropped the customer from our service. Please allow a billing cycle to return to **** for service. The time it takes for a customer to return to utility service is dictated by ***** and is beyond the control of Vista.

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

Complaint: On November 10 2012 a representative of Vista Energy Marketing Inc showed up at my home. She represented herself as a **** employee NOT as a Vista Employee. She had a **** badge. She misrepresented herself. She took complete advantage of a senior citizen by having and presenting this **** badge and representating herself as a **** employee. Had she been truthful and not represented herself as a **** employee, there would have been NO interaction between us. In the end we ended up paying for two gas billls because of her misrepresentating.

Desired Settlement: I would love a refund for the money we paid Vista for them doing absolutely nothing.

Business Response:

Thank you for your inquiry.  

We have very strict rules about our representation to customers. Our agents have green Vista uniforms that design to be the opposite of any color associated with ****. We have a very deliberate badging process that all representatives are required to wear. If the customer still insists that there was an infraction, I will always investigate. Was the person that filed this complaint present at the time of sale? Is this first hand information about the alleged **** uniforms? Any additional information is appreciated.   

Also, the signed agreement is very careful to state numerous times that Vista is NOT the utility. The agreement says “Registered **** Core Gas Aggregation Service Supplier” in bold letters across the top of the page.  

While the utility bill can be confusing, the customer is not being charged twice for service. Within the gas section of their bill, there is a visible "procurement credit". It is here that the utility is crediting the customer for gas that would have been purchased had they not been on third party service with Vista.   On the Energy Purchase Agreement states, “I understand that **** shall continue to provide transportation services pursuant to its tariffs.” It also states, “I will continue to be responsible for payment of ****** transportation charges...”  

Please let me know what else we can do.  

Thank you.  

3/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: an employee Vista Energy Marketing, L.P. had come to my home stating that they where a 3rd party for *** and that i can save money by signing up with their company. they stated that the surgarge that the company recives from *** is sold to them (or us) at a cheaper rate if we sigh up with the company. The employee also stated that i will not be billed for the service only for what we use and billed to ***. I month later i recived a charged from Vista Energy Marketing, L.P. along with *** charges. The customer services at Vista Energy Marketing, L.P. said that they do charge and that *** charges for delivering the energy. i made a complaint regarding this and all she said was she will look into it. i believe that they need to inform people about the 3rd party charge on the bill.

Desired Settlement: $38.14 what i was charge

Business Response:

Thank you for your inquiry, 

I have a copy of the agreement that was signed and initialed by the customer. Item 3 states the following: 

"**** will continue to bill for transportation service" 

This line was initialed and agreed to by the customer. The agreement promises a competitive natural gas rate and a free month of gas at the conclusion of the first year of service. We have not broken any part of the agreement. The $38.14 was charged for natural gas consumed by the customer as defined by the signed agreement and Vista expects full payment. 

 

3/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Terms and Conditions do not specify exactly how to cancel services. Was notified of the ten-day grace period only after the bill was received 45 days later. As a low-income subscriber, I am in jeopardy of losing my electricity due to outrageous charges.

Desired Settlement: To be released from further billing, and would like to return to****** gas services.

Business Response: Thanks you for the inquiry. The signed agreement is very specific about our cancelation policy. There is no penalty for terminating the agreement. I will cancel this agreement right now. This will allow you to return to **** for gas service. Thanks you.

3/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Vista Representative, ******** **********,Broker Plan B, committed fraud in getting me to sign up for Vista Marketing Gas Service and did not tell me at all at the time I signed the contract and met with Vista Marketing Broker, that Vista Marketing Charges me for gas and well as ****, My **** bills are double for gas. I didnt understand why until I called ***** and they said, Vistah offers me the gas, but it goes through ****** lines and pipes. So I called Vista Gas and requested that the service be cancelled immediately due to my bill went up 100.00 more per month. I received my new bill yesterday and Vista Energy charges are still there and now have a double charge for gas again from pge and Vista Energy, I called Vista and they said they have till March 15th to remove the gas for my account and I still have to pay for it. I advised them to check their database I cancelled service on Feb 1 and received an automated message stating service was cancelled and I didnt have any money that was due. Filing a complaint that Vista Energy sends out reps door to to trick pge customers that this is a gas saving company and your bill will be lowered. In fact that is not the truth, your gas bill is doubled, and takes months to remove it from your pge account. VISTA ENERGY AND THE REPS OR BROKERS THEY HIRE TRICK CONSUMERS INTO SIGNING UP UNDER FRAUD, AND THEY CAN COLLECT THREE MONTHS OF GAS SERVICE FROM YOU WHEN YOU FIND OUT AND REQUEST TO HAVE IT REMOVED.TOTAL SCAM!!!!!

Desired Settlement: REFUND OF MY GAS PAYMENTS PAID TO PG&E FOR VISTA ENERGY MARKETING, LP THE MONTHS OF JAN FEB AND MARCH, AT 65.00 EACH. PLUS A REFUND OF THE COMMISSION THE BROKER RECEIVED FOR SIGNING ME UP UNDER FALSE, FRAUDULANT GAS ACCOUNT I WAS TOLD WOULD SAVE ME MONEY. (BROKER-******** **********)OF PLAN B.

Business Response: I apologize for whatever interaction you may have had with ******** **********. We go to great lengths to differentiate our sales force anyone affiliated with ****. Additionally, designed our sales agreement to be very explicit about our relationship to ****.As explained by the utility, **** is only charging to transport the natural gas that Vista Energy Marketing LP is supplying to that residence. On the Energy Purchase Agreement, that you have confirmed signing it states, “I understand that **** shall continue to provide transportation services pursuant to its tariffs.” It also states, “I will continue to be responsible for payment of ****** transportation charges...” When you called to cancel your services with Vista Energy Marketing LP it takes **** 3 to 7 business days to receive and process the cancellation request & and additional 15 to 45 days to return your services to ****. Please see the following Q&A on the subject:  ****** Core Gas Aggregation Program – Frequently Asked QuestionsWhen will my service start after I cancel with a CTA?Your return date to ****** bundled service will be determined based on the meter read cycle. If a CTA submits a disconnect enrollment with **** and **** accepts the disconnect request 15 days before the next meter read date then your service will begin with **** on the next meter read date. If the disconnect request is submitted less than 15 days of the next meter read date, then your service with **** will begin on the next month's meter read date.How do I know I’m not double billed for gas charges?Customers who elect to join the Core Gas Aggregation Service will see a Procurement Credit under the gas details page on their bill. The Procurement Credit is ****** gas commodity cost for that particular month and will vary month to month. The automated recording you received about you cancellation states,” Vista Energy Marketing is calling to alert you of the termination of your service with Vista Energy. Your natural gas account will remain or transfer back to **** service per ****** service transfer schedule. If the location was never serviced the cancellation is immediate. If Vista appeared on your invoice it typically takes 15 to 45 days. At the time no further action from you is necessary. **** will determine the service switch date, typically at the close of a monthly billing cycle. Thank you for having tried Vista Energy & have a great day.” Vista Energy Marketing LP is a 3rd Party Gas Supplier that offered you a special wholesale pricing offer of a 10% introductory savings guarantee versus the **** commodity rate for 2 billing cycles. You have received this discount on your rate.  In summation, Vista Energy has operated within the parameters of the signed agreement. Any increase in the cost of gas can be attributed to colder weather. Our rate was discounted to**** as defined by the signed agreement. Vista was responsive to your request to initiate the drop process and return your account to bundled service. Vista operates within the technical capabilities of utility. The time it takes to return a customer to bundled service is dictated by the ****.

For these reasons we cannot authorize a refund for gas that you burned. Thank you.

3/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their represented came to my home dressed in a **** uniform and asked for personal information from my daughter for their form. She was told that it was just for information for his survey. She is not the person that is on the **** billing.He then took that information and used it to change "New Gas Supplier" to "VISTA ENERGY MARKETING LP".Being, that I this was odd, I had written a letter to **** and lucky I caught it in time.I personally feel violated that this company does not check on the salespeople they hire and send out to the community.

Desired Settlement: I would like a refund of my time, I had to go take the time to write a letter, make a call to ****, a call and send a **** **** post to "Vista Energy Marketing LP".It time was 1 hour, and would like the Vista Energy Marketing LP to pay me the $120, which I usually charge my clients!

Business Response:

We have a signed agreement from this customer. The agreement is very specific about who we are. Additionally, we have never served this customer. THere is nothing to refund. The agreement was canceled without penalty before Vista Energy ever served this meter.

Please tell me what else we can do. We have canceled the signed agreement without penalty. Any gas charges she has are from the utility.

Thank you.

 

3/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to cancel vista energy marketing, and they told me it well take up to 15-45 days to cancel because **** needs to process the cancellation, they said they will continue to charge me until then. I then called **** to see if they had received the cancellation, but they have not received it. vista Energy explained to me that it is an instant transaction, but **** told me that they had not received it yet. I have been calling back and forth for the past hour just to cancel without have to pay any more money to them. **** told me that if they don't receive the cancellation request within the next 9 days I will have to pay for another cycle. I dont feel it is necessary that I may have to pay this company when I filing a complaint well before the next billing cycle due to a slow computer system.

Desired Settlement: I would like to have my account by vista energy marketing L.P. cancelled before the next billing cycle, so I do not have to pay extra.

Business Response: Thank you for your inquiry. I see that your drop request was submitted yesterday, Unfortunately, Vista has absolutely no control over****** processing time. We are forced to operate within their timeline also. The agent you spoke to could not see the drop because it was only sent yesterday. It usually takes two business days for**** to accept our transmission.

Consumer Response:  Hi my name is ***** ****. This is regarding complaint ID ******* I have recieved the notice.  I was informed that I will not have to pay for vista energy, so I beleive the problem has been solved. I will officially be confirmed in april. 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****

 


 

 

2/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their people would knock on your door and tell you that they would save you money from ***, but their bill is actually more than ***. I was surprised to see the $48.77 charges and called, and cancel the account and requested a credit. the call rep follow through. Next month's bill on *** still show the same amount outstanding, and would not credit back! These people are scammers! I will follow thru with the District Attorney or the utilities commission.

Desired Settlement: $48.77 amount that was charged on *** bil.

Business Response:

The customer agreed to a plan with a competitive natural gas rate, followed by a rebate check worth one month of gas consumption after the first year of service (the customer never mentions this part of the product in the complaint).

 The first month the customer was with Vista, our rate was below the utility. The second month, Vista was slightly above the utility. For this product, there was never a guarantee that we would beat the utility ever month. Our gas procurements cost is based upon market prices.  We have no way of knowing exactly what **** will charge for gas during a given month. We have gone to great effort to explain this to the customer.  I have attached the signed agreement as back up. We have even forwarded his complaint to our contacts at the ****  Vista has nothing to hide and we stand by our product. The customer is asking that the gas they consumed be given to them for free. We cannot authorize this. If they chose to not pay their bill, it will show as a ‘balance due’ on their **** bill until the amount is paid. Vista considers this matter closed, but will gladly cooperate during any further escalation.  Thank you.  

Consumer Response:

 

I think the issue is better suited for a judge to hear, since this would drag on.  Obviously, Vista salesman id# *** had a different sales pitch when he rang our door bell that day. 

Thank you BBB for getting involved.  I'm in the process of gathering what is required for court procedures.