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Business Profile

Electric Companies

Energy To Go

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

This profile includes complaints for Energy To Go's headquarters and its corporate-owned locations. To view all corporate locations, see

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Energy To Go has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:01/26/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am being billed for electricity usage in December for an apartment I haven't lived in in over 2+ years. I called to cancel the utilities/my account and have them delete my information when i moved out but am now being told i never did and that i need to file a police report to not pay the bill. This is unacceptable.

      Business Response

      Date: 02/06/2024

      February 6, 2024

      BBB Dispute Resolution Team
      1333 West Loop South Ste 1200
      Houston, Texas 77027

      Customer’s Name: Zakary ******
      Complaint ID #: ********
      Account #: 2151773

      To Whom it may concern,

      Energy To Go (ETG) received complaint # ******* from Zakary
      ****** on January 26, 2024. Our records indicate that Mr. ****** completed an
      enrollment with Energy To Go on May 19, 2021, online. During the enrollment,
      Mr. ****** provided his consent that he understood and agreed to the terms of
      service, including the cancellation policy.

      On September 20, 2022, Mr. ****** called Energy To Go to
      request that his account be canceled because he had already moved out of the
      home. Energy To Go processed Mr. ******’s account cancellation the day he submitted
      the request, and we sent him a final invoice on September 22, 2022, in the
      amount of $16.39. Mr. ****** made the final payment in the amount of $16.39 on
      September 30, 2022, leaving him under no further obligation to ETG.

      After a system update, Energy To Go, inadvertently
      reactivated Mr. ******’s previously canceled account. We recognized that this
      activation was in error since Mr. ****** no longer resides at that address. As
      of February 5, 2024, Energy To Go has terminated Mr. ******’s account and
      reversed all charges billed to the account. Mr. ****** does not have an outstanding
      balance owed and is under no further obligation to Energy To Go. We apologize
      for any inconvenience this may have caused Mr. ******.


      We hope that this response has provided a resolution to your
      concerns. If you have any further questions, please contact us at [email protected].

      Best regards,
      Energy To
      Go Social Care Team

      Customer Answer

      Date: 02/07/2024

      [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.  







       

    Energy To Go is NOT a BBB Accredited Business.

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