Air Repair

October 21, 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 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 obligationsThe 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 am to pm or Saturday am to pm at [redacted] if you have other questions Documents forwarded: Cancellation and enrollment contracts Actions by WGES: None Investigation completed by: Aileen *C***, Customer Care Manager, Washington Gas Energy Services, Inc

February 25, 2015Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We made contact to the customer and per our conversationCustomer pertains to the Electric Utility when WGL Holding took the service as the supplier Unfortunately the complaint filed was made to [redacted] which is the distributor and supplier of the customer’s gas serviceCustomer informed us that he will retract the case filed to [redacted] and will make necessary changes to direct his complaint to the Electric Utility ProviderFor inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, John DSpecialistConsumer Relations

November 12, 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] 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 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, At your request WGES notified [redacted] that you reported a billing error and indicated that you closed your account in June [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 Please contact [redacted] directly with any questions about the cancellation As soon as we hear from [redacted] we will contact you with their findingsAgain 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***, Customer Care Manager, Washington Gas Energy Services, Inc

October 20, Washington Gas Energy Services, Inc(WGES) Summary of Investigation the Washington Revdex.com: [redacted] Revdex.com Representative: [redacted] , Consumer Specialist, DC Revdex.com Customer Name: [redacted] Address: [redacted] *** [redacted] PA [redacted] Investigation Summary: Enrollment and cancel process WGES Account Number: [redacted] Summary: [redacted] enrolled into the variable rate program with WGES on September 6, A copy of her verification recording is available for review at the WGES customer care centerDuring the recording [redacted] reports that she has the contract details on a printed brochure and that the agent reviewed them with her She completes the enrollment by confirming the price, term and contract type A second copy of the contract was mailed to her shortly after enrollment She was provided a recession period and her enrollment was completed with a final welcome letter and a notice from the utility Under the variable rate contract [redacted] ’ price changes each month Currently her price is tracking at an average of cents per kWh for both generation and transmission while the utility rate is listed at cents per kWh Because the price can change every month and seasonal factors can impact variable price contracts WGES provides several options for variable rate customers They can cancel without canceled fee or switched to any fixed program that may better support their energy needs When weather and seasonal factors impacted variable rate customers during the winter of – WGES send out letters and emails offering these customers a variety of options including a fixed contract [redacted] did not contact WGES and she remained a variable rate customers Per the request from this complaint I did cancel [redacted] contract Her service will end at the next meter reading date following the utility acceptance If she has any questions please call the WGES customer care center toll free Monday – Friday am to pm or Saturday am to pm at ###-###-#### Thank you for your business I hope this information has been helpful Documents forwarded: none Actions by WGES: Contract cancelled no fee Investigation completed by: Aileen Cannon, 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 responseIf 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 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 againand thin I was told I applied for a upgrade .which I did not apply for.otherwise it more moneythey sent me copies of contracts that only one out of three had my signaturethe one that had my signature was the other two are not my signatures.I have been living at this address for 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Complaint ID [redacted] Dear [redacted] , The response from WGES is incredible In my 11/call to WGES, they said that the letter I had received from WGES was not in their records In responding now, they asked me to provide their letter What was this all about? They spell out the answer in their reply to you: They want to keep me from switching by “provide them options to avoid cancel fees and remain a customer” How much is this fee? “We will negotiate the cancel fee” There is no cancellation fee in my contract with them! They are making it up The concept of forcing me to stay with WGES instead of going to one of their competitors is against the spirit of the Maryland law, and may well be illegal I will raise this with the attorney general of Maryland if WGES persists Thank you for your kindness in taking up my case [redacted] Regards, [redacted]

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 $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 responseIf 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 treatedThey have not provided a copy of "contract" or renewal letter we have never receivedThe 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 promisedIn conclusion her response is and we are still held to a contract that we have not seen, sign or agreed toFurthermore they were rude and reluctant to help and provide us with the contract and the rate information we are entitle to know Regards, [redacted]

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

November 17, 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 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/at 1: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***, Customer Care Manager, Washington Gas Energy Services, Inc