Air Repair, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have already received my $100 in gift cards.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           like I said in first statement.I denied service in 2012 and it was accepted.and then I was notified later that someone said that I called back and reinstated the program .which I did not .then I was told that that they sent another letter asking me did I want to reapply.I did not reply back so they gave it to me any way.so other wise    because I did not reply I was given service again. and thin I was told I applied for a upgrade .which I did not apply for.otherwise it more money. they sent me copies of          contracts that only one out of three had my signature. the one that had my signature was 2012. the other two are not my signatures.I have been living at this address for      17 years and I did not need a supplier why do I need one now.if someone send me a letter and I don,t reply don.t mean I want it thanks

November 12, 2014
Washington Gas Energy Services, Inc. (WGES) Summary of Investigation the Washington Revdex.com: [redacted] updated
Revdex.com Representative: [redacted], Consumer Specialist, DC Revdex.com
Customer Name: [redacted] [redacted]
Address:  [redacted] FLA [redacted]
Investigation Summary:  Contract requirements for notification
WGES Account Number: CNM [redacted]
Summary:
Thank you for taking the time to share your information with WGES.  As noted in our previous review it is the utilities responsibility to document the cancellation of the customer’ account when the move.  This action is taken after their service person completes the final meter reading.
Your account closed when you contacted WGES and requested the cancellation in September 2014.  The agent and the supervisor you spoke to reported that you would remain responsible for all charges due to the fact that the utility billed your account and required WGES to provide energy through October 15, 2014. 
At your request WGES notified [redacted] that you reported a billing error and indicated that you closed your account in June 2014.
[redacted] will investigate and if they find that they billed you beyond the period of responsibility they will refund your charges directly to you.  At the same time they will reimburse WGES for the energy WGES provide between the billing periods of June to October 2014.
Please contact [redacted] directly with any questions about the cancellation.  As soon as we hear from [redacted] we will contact you with their findings. Again thank you for bring this to our attention; we are sorry that you have been inconvenienced by the [redacted] error. 
Documents: none
Actions by WGES:  Request to the local utility to review customer concerns on the final bill notice
Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

October 21, 2014
Washington Gas Energy Services, Inc. (WGES) Summary of Investigation Revdex.com [redacted] updated
Revdex.com Investigator: [redacted], Account Coordinator Revdex.com
Customer Name: [redacted]
Address:  [redacted]
Investigation Summary:  Cancellation by Customer
Customer Account Number: [redacted] Electricity Account [redacted]
Customer Issue: Customer disputes contract terms and conditions
Summary Details:
WGES provided [redacted] a copy of his recorded enrollment from 2013.  During that recording [redacted] spends time with the independent verification agent.  She first reviews the contract price, term and then she reviews the contract conditions including the cancel fee.
The verification agent spent time reviewing the cancel fee.  She was careful to call it out of the contract so there can be no mistake about this contract conditions.  The verification agent asks if the sales agent explained these conditions to him.  [redacted] responds to each question with a positive statement and when asked if the agent was helpful and courtesy [redacted] is very enthusiastic and positive responding with personal comments and a strong “yes” answer.
Under the regulatory rules for the state of Maryland recorded enrollment contracts are a legally enforceable agreement between two or more parties with mutual obligations. The remedy at law for breach of contract is "damages" or monetary compensation or the cancel fee.  WGES is licensed in the state of Maryland and meets all regulatory standards. 
To ensure that [redacted] understood the contract the verification agent confirmed that he had the brochure and that he was retaining it for his records.  WGES then sent him a second copy just a few days after the enrollment.  WGES also provided [redacted] a copy of this letter as well.
When [redacted] approached WGES with his concerns we provided him copies of both the recording and the letter and reviewed with him his account history.  These records clearly demonstrate that [redacted] enrolled, understood the contract and remains a customer.
If [redacted] has spoken with the WGES customer care center and he can cancel at anytime the provision are in place to provide him this option.  WGES will work with him and help him manage the cancel fee process please call the WGES customer care center to make these arrangements.  You can reach them toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at [redacted] if you have other questions.    
Documents forwarded: Cancellation and enrollment contracts
Actions by WGES:  None
Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I was never offered a no cancellation fee contract. Ever at anytime. What a convenient excuse to use for poor business procedures. and why would I want a cancellation fee contract when I could have one without. No I was never offed this option.
Regards,
[redacted]

November 11, 2014
Washington Gas Energy Services, Inc. (WGES) Summary of Investigation Revdex.com [redacted]
Revdex.com Investigator: [redacted], Account Coordinator Revdex.com
Customer Name: [redacted]
Address:  [redacted]
Investigation...

Summary:  Early Termination Fee
Customer Account Number: WGM [redacted]
Customer Issue: Cancel / Switch Letter
Summary Details:
[redacted] enrolled into the WGES natural gas program in November 1999 a copy of his signed enrollment is attached for your review. He renewed that contract annually until 2005 when he selected a fixed price option.  A copy of his recorded verification is attached for your review.  Again he renewed each year and a copy of his 2014 contract is attached for your review. 
On 10/29/2014 the utility notified WGES that [redacted] has selected a new supplier and would end his WGES 2014 contract early.  WGES sent [redacted] a letter on 11/5/2014 reviewing the early cancellation notice and providing him a review of the cancel fees.  WGES is always sorry to lose a customer and we do work with our established customers to provide them options to avoid cancel fees and remain a customer. 
On 11/8/2014 at 1:57 pm [redacted] contacted WGES customer care and the agent provided him a number of options to avoid the cancel fee.  [redacted] disconnected the call without selecting an option. 
When a customer signs a contract for energy supply with WGES at a guaranteed price and term, WGES purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contract. WGES is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers.  WGES sets termination fees to cover potential losses should a customer breach their contract before the term is complete.  
We hope this information has been helpful, please let [redacted] know that his business is important to WGES and we will negotiate the cancel fee and provide him other options to avoid his early cancellation.  To review these options please call WGES customer care reached toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at 1-888-236-9437.  Thank you for your attention to these matters.    
Documents forwarded: Copies of original enrollment, 2005 transition to fixed contract and current 2014 contract copies provided
Actions by WGES:  Options to avoid cancel fee or negotiate the fee
Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:WGL ENERGY has yet to properly respond to my questions and concerns. The representative stated in this last response that I can call [redacted] or  WGL to cancel services with them. NOT TRUE.. [redacted] has nothing to do with them. We are paying [redacted] for energy services. And ON TOP OF THAT WGL is charging us for the SAME ENERGY ALREADY DELIVERED.[redacted] AND GRANITE  WISHES TO END CONTRACT TERMS WITH WGL AT NO COST DUE TO THE EVEN NOW MORE VISIBLE LACK OF CUSTOMER SERVICE. CONTACT, LISTENING AND ANSWER THE SIMPLE 2-3 QUESTIONS AND CONCERNS AT HAND.  WGL has done everything to avoid the issue for over 6 months now. This is disgusting. Not only as we have done so to contact the Revdex.com about this issue.  We will also be contacting any other applicable entity to control this issue as this company is performing business in an illegal matter. If they wish to deny the illegal actions the company has taken. PLEASE EXPLAIN HOW double charging, not calling us back for weeks and month, and numerous phone calls to WGL to get answers just to be lied to that SOMEONE WILL CALL US BACK IN 48-72 HOURS..... and the attitudes of the Managers that say they are the highest in the company. I am pretty sure if I contacted corporate and advised them this woman proclaims ownership and control over the companies clients and assets they would think differently.maybe if I spread the words out, they can POSSIBLY READ IT[redacted] REQUEST STOP SERVICING OUR ACCOUNT AS TO WGLS BREACH OF CONTRACT.WE REFUSE TO PAY ANY PORTION OF THE INVOICE LABELED WGL ENERGY SINCE THE COMPANY CANNOT ANSWER QUESTIONS APPROPRIATELY, IN A TIMELY MANNER, AND RESPECTFULLY.WGL HAS BREACHED THEIR OWN CONTRACT PER AGREEMENTS THEY STATE SAVING US MONEY AND WE ARE ONLY PAYING THEM. WE ARE NOT. I HAVE BILLS TO SHOW $5,864.00 FOR LAST YEAR ALONE PAID TO WGL ON TOP OF [redacted].
Regards,
[redacted]

November 17, 2014
Washington Gas Energy Services, Inc. (WGES) Summary of Investigation Revdex.com [redacted] updated
Revdex.com Investigator: [redacted], Account Coordinator Revdex.com
Customer Name: [redacted] Bennett
Address:  [redacted]
Investigation Summary:  Early Termination Fee
Customer Account Number: WGM [redacted]
Customer Issue: Cancel / Switch Letter
Summary Details:
WGES provided [redacted] signed copies of his original enrollment contract which includes all of the contract conditions and a copy of the current contract as well.  Both contracts list the parties’ responsibilities including the right to cancel at anytime with cancel fee.  [redacted] has a contractual relationship with WGES legally binding on both parties and has been in effect since 2000.
While the contract does not require WGES to provide [redacted] options, we do so because our customers are important to us and we want to be sure they are making informed decisions.  That said [redacted] has reviewed all of his option, decided to remain with his new supplier and WGES will bill him for the cancellation fee and take every action prescribed under the contract to collect those fees.
To ensure that the WGES customer care center provided [redacted] the correct information the call made by [redacted] on 11/8/2014 at 1:57 pm has been reviewed.  I can confirm that the agent was professional and courtesy.  She informed [redacted] in detail about his contract history and she reviewed each renewal period including all letters and the confirmation notice.  She reminded [redacted] about each bill and payment and the process to ensure that correspondence is delivered to the customer. 
The agent responded to each of [redacted]’ questions providing a complete overview of the account and contract documents no correspondence was reported as missing.  The agent provided the utility contact information and [redacted] abruptly disconnected the call. 
WGES wish [redacted] the best and we appreciate his past business, we understand that he does not wish to return to avoid the cancel fee.  WGES will bill for the cancel fee and continue all collection actions. 
Documents forwarded: None
Actions by WGES:  None
Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

[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.]
Revdex.com:
I have received the refund on complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

May, 2, 2016   WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]   Revdex.com Investigator: [redacted], Account Coordinator, Revdex.com Customer Name: Ms. [redacted] Address:  [redacted], White Marsh, MD, 21162-1620...

Investigation Summary:  Enrollment and Contract Procedures Account Number: BG&E Electricity Account Number: [redacted]   Thank you for this opportunity to address Ms. [redacted]’ concerns. On 3/23/20019 Ms. [redacted] enrolled into the WGL Energy electricity contract.  A copy of the signed contract has been provided for your review.  During the contract enrollment Ms. [redacted] was provided a copy of the contract, price, term and all contract conditions.  After receipt of her request WGL Energy provided her a welcome notice with a ten day rescission period.  Once this was completed she was forwarded to BG&E and they too provided her a rescission period.  After completing both sessions without cancellation she was enrolled.   At the end of the first term and 45 days ahead of her contract end date, WGL Energy mailed Mr. and Mrs. [redacted] a new contract.  Under the terms of the new contract they could: cancel with no fee and return to utility service, select a new marketer, remain in the same contract format for a new term or choose a longer term contract.  Ms. [redacted] separated the signature card, selected the 24 month contract and mailed that back to WGL Energy for enrollment for a new term.  A copy of her signed enrollment is attached for your review.    In June 2010 Ms. [redacted] was offered a wind option and she selected that option as well.  A copy of her signed enrollment card is attached for your review.    During the term of her 2010 to 2012 contract Ms. [redacted] did select a new supplier and was cancelled.  She contacted WGL Energy and asked that we reinstate her contract.  A copy of this recording is attached for your review.    Ms. [redacted] continued as a WGL Energy contract through April 2016.  At that time Ms. [redacted] working with the Maryland Public Service Commission reviewed the terms of Ms. [redacted]’ contracts, while we found no wrong doing we did allow Ms. [redacted] to cancel without fee due to a change in circumstances.  Her daughter had requested this change reporting that she was helping her parents manage their affairs.  The contact will end with the May 2016 meter reading.  We hope this information has been helpful, please let us know if you have any additional questions.  Thank you     Documents forwarded:  Original enrollment, renewal signature cards, other signature cards and recordings.   Actions by WGES:  None   Investigation completed by:  Aileen P. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

From: C[redacted], Aileen <[redacted]@wglenergy.com>Date: Tue, Feb 17, 2015 at 7:13 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[email protected]" <[email protected]>, "[email protected]"...

<[email protected]>[redacted] WGL Energy was very concerned after listening to the calls between our agent and both [redacted] and [redacted].  We have decided to release the agent.  Please add this to the response to [redacted]. I understand that they did not remember the original enrollment.  I was able to provide them all of the original notification with their signed enrollment contracts.  The most recent materials are recorded and I also provided one of those.  There are others attached to their account and they call us to review them anytime.  We apologize for the agent issues and we hope to speak to them soon about their current contract.  They have some questions on renewals.  They can place a cancel request now for their account and that would keep it from renewing.  Please have them call the WGL Energy customer care center if they have any questions.  Thank you

March 17, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]Revdex.com Investigator: [redacted], Account Coordinator Revdex.comCustomer Name: [redacted]Address:  [redacted], Washington, DC, [redacted]Investigation Summary:  Enrollment and...

Contract ProcessCustomer Account Number: WGD Natural gas and PEM Electricity [redacted]Thank you for this opportunity to address [redacted]’ concerns, WGL Energy has reported on [redacted]’ enrollment and contracts earlier this week when she filed her complaint with a DC consumer group.  We understand that the information provided was passed along to [redacted] including a copy of her recorded enrollment and her contracts.  Attached are copies of the same recording and enrollment contracts.  Please note that during the recorded enrollment [redacted] was asked if she read the contract including the terms, rates and contract conditions.  She replied with a firm yes.  Then the independent, third party verification agent asked [redacted] if she was aware of the auto renewal and cancel fee clauses.  She replied again with a firm yes.  Last the agent explained the contract, provided a rescission period and asked if the sales agent explained everything clearly and once more [redacted] responds with a clear and firm yes.  She goes on to offer a personal compliment to the agent for providing the contract information and ensuring that she was well informed.     In 2012 her natural gas contract ended when she was returned to the utility for nonpayment.  She canceled the electricity contract on 2/2/2016.  WGL Energy is always ready to work with our customers.  We responded to [redacted]’ questions, supplied her energy as outlined in the contract and we processed her cancellation when she made that request.  Her account remains past due and collection efforts will continue.  WGL Energy works closely with our customers to ensure a clear understanding of all contracts and services.  We utilize only first class, return guarantee postage to ensure any contracts not delivered to the customer are returned to WGL Energy.  Next we provide confirmation at every stage of the contract.  While these letters are not required we feel strongly that the notification to customers ensures that they understand the contract and are aware of their obligations.  Thank you for your review, please let us know if you have any questions.  Summary of actions:Documents forwarded:  recorded enrollments, contract copies, renewal contractsActions by WGL Energy:  none Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, WGL Energy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have not received any call backs from WGLE, they have not spoken to me since both my husband and I tried to resolve this issue  and were so rudely treated. They have not provided a copy of "contract" or renewal letter we have never received. The manager or anybody  at  WGLE has not called or send anything via mail that will give us detail information to when the "contract" was renewed, they have not notify us to lowering our rate as it was promised. In conclusion her response is false and we are still held to  a contract that  we have not seen, sign or agreed to. Furthermore they were rude and reluctant to help and provide us with the contract and the  rate information we are entitle to know.
Regards,
[redacted]