CASE: 9pt;"> [redacted] CUSTOMER NAME: [redacted] ACCOUNT: [redacted] UTILITY: [redacted] CUSTOMER HISTORY TIMELINE: 01/25/– Customer enrolled via TPV 02/03/– Notice from Utility accepted enrollment 02/04/– Welcome Letter sent 02/13/@ 10:am – Customer left message 02/13/@ 2:pm – Realgy called and spoke to Customer, [redacted] stated he is very upset that he was charged for the welcome letter of $ I apologized to the customer for inconvience and that we would refund himHe said that’s all your going to do? And also stated will it take months to receive? I advsd customer that we would send it soon not months and that it would be by checkThe customer then complained about having to use his gas to cash the checkI advsd to the customer that we are trying to rectify the problem but it is with the postal serviceI advsd we do weigh and set the postage but sometimes post offices to kick backCustomer was still not happy and wanted to be transferred to the supervisorCall transferred to [redacted] 02/13/@ 2:pm – Supervisor took transferred call, [redacted] is unhappy about the postage dueAdvsd we can refund that backHe said he would have to waste his time and his gas to go to the bankAdvsd that is all we can offer Advsd we send approx out a week and maybe have the postage issue and it just started last week He didn’t care He was upset and will be filing a Revdex.com complaint 03/10/@ 11:am – Customer left message 03/10/@ 3:pm – Realgy left message 03/10/– Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: I was called to switch my home gas to Realgy Energy Services, three weeks ago This is a statement, not a complaint Realgy can respond to On February 2015, I received a package in the mail with postage due of $that the Mail Carrier, collected before receiving the package This is a statement, not a complaint Realgy can respond to After going through my mail I opened this and an Ink Pen was in it(It was not ordered and must have been a gift) This is a statement, not a complaint Realgy can respond to I tried to contact the "Call Center" [redacted] , two time for my money returned for a gross mistake of using there customer in this manner of enrolling for their serve and wouldn't be contacted for two or three days This is not a clear statement, but evidence shows Realgy did reach out the customer the same day he called in and apologized and explained what we believe happened I think this is just to put this off and try to forget it This is a statement, not a complaint Realgy can respond to I would like to be refunded $plus $for the time, trouble, and stress due to being a retired vet taking meds I take for dealing with things like this( [redacted] **Can I afford these kind of things from every business that contacts me? This is a statement, not a complaint Realgy can respond to Realgy explained to the customer that we have gone to the United States Post Office in [redacted] and they told us how much it would cost to mail out the Welcome Package We send out thousands at a time and have noticed in [redacted] about 1% have been returned with a notice of Postage Due We have had a few customers call in complaining and we have and will continue to issue a refund check for the extra postage they have had to pay, which has been $
In March my husband received a phone call from said company stating that we would see a reduction in our gas bill Just received our first gas supply bill from our local company with said company gas supply amount It is way higher than what we have been currently paying to our local provider Thus said, we are planning to switch back to our local company Do not ever fall for this companies tactics as they will do what ever it takes to get you on board By the way we will be fighting the $cancellation feeWhen you try to contact this company by phone you get their answering service Call back time 2-days We will wait Meanwhile an email was sent to their company with detailed information as to our disappointment
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 The check was received on 4/26/ Sincerely, [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 Sincerely, [redacted] Read More Customer Complaints: $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Revdex.com ID: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: [redacted] Street: [redacted] CityStZip: [redacted] ** [redacted] Acct: unknown Utility: unknown CUSTOMER HISTORY TIMELINE: 08/19/ – Rec’d Revdex.com complaint 08/20/ – researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: These people continue to call us, no matter how many times I tell them not to As a church, we cannot subscribe to the Do Not Call registryThe last caller proceeded to harass me after I told him that I had investigated the company and found them to be misleading in reference to their "savings" We do call and leave messages When we do talk to a potential customer, if they say no, it is our practice to stop calling But we may call back in another year Our savings are proven and are shown on our website along with our comps There is nothing misleading about our program or the savings we offer This customer will be added to our internal DNC list
CASE: CUSTOMER NAME: Remember When Past and Present ACCOUNT STATUS: Dropped Service ACCOUNT: [redacted] UTILITY: [redacted] Good morning, Realgy has taken proactive numerous steps to explain how this winter’s extreme weather has affected Pricing, Market conditions, and most obviously increased usage We have sent out our Quarterly Newsletter, we have published numerous articles on our website and directed Customers to the Website to stay informed We have also sent out an email blast to all our customers with the link to our Website and all the Blogs regarding this issue Please feel free to visit our Website and view the articles and information; http://realgyenergyservices.com/blog/ We have anticipated the questions that are arising due to the Defined Quantity portion of the Customer’s Invoice Here is what is being stated to Customers Defined Quantity is last year’s historic usageThe defined Difference is the difference between the Actual Usage and the Historic usage (Defined Quantity) If the difference is a positive number the account used more than was planned and that difference will be charged at the market price To find this information, you can look at your Storage Report there is a section at the bottom called Applies to Defined Quantity Pricing: ANR-ML This shows the difference and the market cost for any usage over the defined quantityThe DQ Total will equal the Defined Quantity Cost at the top of the Storage Report CUSTOMER HISTORY TIMELINE CONTINUED SINCE LAST COMPLAINT: 06/10/ – Rec’d end date of Service from Utility (07/24/14) 06/18/ – Researched and responded to 2nd complaint DIRECT RESPONSE TO COMPLAINT: You say you buy the gas at a low rate so you don't have to charge as much why was I charge a therm and [redacted] only charge 1/of that The Customer is on a Variable Plan, Index + That has never changed, the Market however did change We do stand by our saving our customer’s money on Natural Gas Due to the extreme conditions of this past winter season and the Market Price drastically increasing, we have put in place a program that if we have not saved a customer money for the period of January through May of 2015, we will reimburse the difference You did over charge me it dosent matter if the winter is colder you bought the gas when it was low Only 20% of the gas is prepurchased and we pass that onto the customer on the Storage Plan, they purchase 20% of their gas during the summer months and then use it during the winter months at no additional charge because they had purchased it during the summer This customer signed up during the winter so there was no Storage yet Don't charge me double or triple The charges where not explained on the bill until you finally called The Utility does not allow us to put anything but the amounts on the bill We had taken the initiative and send out emails, auto calls, and updated our website weekly, if not daily, to let customers know of the extreme market conditions and how it was effecting the pricing for Natural Gas As for hanging up on you It never happened I have been waiting to talk to someone about my bill This is comment, not a complaint that can be answered I would have no reason to not answer your call This is a comment, not a complaint that can be answered Lets see what my bill is for this month the gas is shut off This is a comment, not a complaint that can be answered Last month wasn't cold but I used therms and got charged If you look at the Storage Report and the Defined Quantity, it is shown and explained that it can take up to days for the pricing and usage to be reported correctly and billed
Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 09/07/ Customer authorized enrollment via contract 09/11/ NOTICE from Utility, enrollment accepted 09/12/ Welcome Letter sent 10/19/p Customer left message 10/20/p Realgy called and spoke to ***, said she wasn’t told she was switching, advised she signed a contract and received the Welcome Letter, and a letter from the Utility advising of the switchAdvised of the Program and that she is guaranteed to save at least 4% in total at the end of the termIf she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contractWe also need the request to terminate in writingSaid she was going to complain to Revdex.com 10/26/ Recd request to cancel 10/26/ Submit request to cancel 10/28/ NOTICE from Utility, enrollment canceled 11/22/ Researched and responded to complaint COMPLAINT: A representative came to my door stating he could give me a discount on my [redacted] ***He asked me for a recent billHe did not tell me I was signing up for a different providerHe did not give me a copy of the form I signedThis is not a discount - as a matter of fact, this company charges much more! I called to cancel the service immediately, and the man on the phone said that would not be possible, that it takes a few billing cycles, and it will cost $to cancel service with them OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer signed the agreement to switch to Realgy The Agreement guarantees the customer will save at least 4% by the end of the term If the customer doesn’t save at least that amount, Realgy will refund the difference The customer has not been with us for more than a month When the customer spoke with Realgy, we explained that we will submit the request to cancel right away, but it could take up to billing cycles to cancel as we have no control over that, it is the Utility and they do not cancel with a period, but it must be at the beginning of the next period There is an ETF, per the signed agreement
HISTORY SUMMARY FOR: Name: [redacted] Phone: [redacted] Street: [redacted] CityStZip: [redacted] ** [redacted] Acct: [redacted] Utility: Consumers CUSTOMER HISTORY TIMELINE: 05/05/ – Customer signed contract 05/05/ @ 3:pm – Customer left message, what are current rates 05/06/ @ 8:am – Realgy called Customer, left message 05/07/ @ 9:am – Realgy called Customer, left message 05/07/ @ 1:pm – Realgy called Customer, left detailed message 05/08/ – Notice from Utility, accepted enrollment, start date of 06/01/ 05/08/ @ 2:pm – Customer left message, clarification on rates 05/11/ @ 8:am – Realgy called Customer, left message 05/11/ @ 8:am – Realgy called Customer, left message 05/11/ @ 2:pm – Realgy called Customer, left detailed message 05/18/ @ 4:pm – Customer left message, needs more clarification on rates 05/19/ @ 8:am – Realgy called Customer, left message 05/19/ @ 4:pm – Realgy called Customer, left message 05/19/ @ 5:pm – Customer left message 05/20/ @ 3:pm – Realgy called and spoke to Customer, [redacted] , would like to cancel, states he did not realized he had signed up with Realgy Offered the month guarantee, no penalty, will refund if we cost more than the Utility Customer declined 05/20/ – Submit request to rescind to Utility 05/26/ – Notice from Utility accepted Rescission, end date of 07/01/ 05/26/ – Rec’d, researched, responded to Revdex.com Complaint DIRECT RESPONSE TO COMPLAINT: Realgy representatives have wear an ID badge with the Realgy logo, the representative’s name and picture clearly shown They also wear either a Jacket or Polo shirt with the Realgy logo clearly on the left hand chest Some also wear a baseball cap with the Realgy logo on the front We do not represent ourselves as anything but Realgy, a Supplier for Consumer’s Customer Choice Program The representative will ask to see the Customer’s Utility bill in order to show them if and where we can save them money We have a contract, that clearly states it is from Realgy When all the representatives in Customer Service are on the phones or after our business hours, we do have the overflow switch over to our Answering Service, so that a live person answers, not the customer just leaving a voice message We return all calls within business day We send our customers a Welcome Letter, which includes our website, all information is located on the web site We also let our customers know that they can set up an appointment to have us call them back at a time convenient for them We also have a LIVE CHAT option We make ourselves as available to our customers as we possibly can Realgy has been saving money for our customers’ since We also offer our customers a month guarantee, try our service and if we have not saved you money in that month period, we will refund the difference and you can drop the service with no ETF This customer’s account has been dropped
CASE: CUSTOMER NAME: Ridge Investors ACCOUNT STATUS: Inactive ACCOUNT: [redacted] , [redacted] 7, UTILITY: Nicor CUSTOMER HISTORY TIMELINE: 07/16/ – enrolled via TPV 07/17/ – Welcome letter sent 12/19/ – notice from Utility, Acct [redacted] dropped service 12/26/ @ 2:pm - Realgy called number on file to inquire about the drop service, the number has been disconnected 03/20/ @ 4:pm – Customer left message 03/21/ – Realgy sent TimeTrade Invitation 03/24/ @ 7:am – Realgy left message for Customer 03/27/ @ 2:pm – Realgy left message for Customer 04/14/ @ 10:am – Customer left message 04/16/ @ 10:am – Realgy called and spoke with Customer Discussed contract details Customer requested copy of TPV, T&Cs, as well as Drop Service Procedure 06/23/ – Rec’d notice from Utility, accounts dropped 06/23/ – Release letter sent to Customer 07/29/ @ 10:am – Realgy attempted to contact Customer (###-###-####), message stated “not authorized to call this number” and it hung up We tried the 2nd number for Customer (###-###-####) and the phone just rang with no voice mail 08/12/ – Rec’d Complaint 08/25/ – Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: Realgy Energy is one of our energy suppliers, which was signed up by a former employee in Statement, not a complaint They're billing rates are ridiculous and they bill every 2-months The contract for this customer is Index + .65, that has never changed We bill when the Utility sends the Usage We have vacant units, and they're fees are still too much The contract for this customer is Index + .65, that is what they are charged I've called and left messages to cancel this service, they make me make an appt., for a call back and they call in weeks Evidence refutes this statement They're contract states you can only cancel 30-days prior to February Below is the TERMINATION portion of the contract: TERMINATION: Buyer may terminate this Agreement, without cost, by providing day written notice prior to the end of current TermIf Buyer fails to provide days written notice to Seller or if Buyer is removed from the Program prior to final billing month of Term the Buyer agrees to reimburse Seller a service fee of up to $and market related losses (surplus will be returned to Buyer) incurred by Seller in reselling any quantity of Buyer’s fixed price natural gas (does not apply to Index or Spot) and Buyer shall forfeit natural gas Storage inventory They've said since I didn't cancel then I must wait another year Below is the TERM portion of the contract: TERM: Buyer’s Price and Quantity terms will begin on the date the Utility reads each service location’s meter and transfers them to Seller and will continue until the April meter reading following months (Term) and thereafter for a like Term until Terminated I said we wanted to cancel and they said they'd email me a cancellation form We do not have, and have never had a Cancelation form I wait and wait, I call back and do the same thing over again Statement, not a complaint Finally I disconnected the service because they were too expensive (still vacant) Affirmative Now, I'm getting cancellation fees, and when I fax, nothing goes thru, when I go to their website www.realgyoffice.com, it gives me an error when I try to click on topics Our Website is [redacted] They state we picked a new marketer, which is false, we chose not to pay for empty units in our property New Marketer includes NICOR Unless the Customer shuts the meters off, we are informed by the Utility at time of drop service it is due to a new marketer
Revdex.com File No: 1;"> [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] CityStZip: [redacted] ** [redacted] Acct: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: 04/11/– Customer enrolled via TPV 04/18/– Welcome Letter sent 09/16/@ 3:pm – Customer left message 09/21/@ 12:pm – Realgy called and spoke to Customer,***, explained Storage Program 01/05/@ 10:am – Customer left message 01/05/@ 5:pm – Customer left message 01/06/@ 12:pm – Customer set TimeTrade appointment for 01/07/@ 9:am 01/07/@ 9:am – Realgy called and spoke to Customer,*** Discussed the gas supply charges on her account She wants to cancel and wants to know how Explained she would have to send the request in writing She believes we are a scam Advsd we are not, we are a successful company and have been in business since She said she researched all our complaints on the Revdex.com Advsd we have still maintained an A rating which shows the complaints are unfounded, just like anyone can file a lawsuit, anyone can file a Revdex.com complaint She believes that is because we have learned to operate just above the law Advsd if she cancels prior to the April renewal there will be an early termination fee as well as the loss of gas in storage she purchased over the summer Asked my name and title and wanted to know if we had a PR Dept because she is writing a column today about exposing our scam 01/07/– Rec’d complaint 01/14/– Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: First of all, we do not know how Realgy became our supplier The customer went through a TPV in April of and has been a customer of Realgy’s since that time They fraudulently switched our account from [redacted] 's Gas Evidence clearly refutes this statement Last month, we had a credit on our bill This is a [redacted] ’s Gas issue, nothing to do with Realgy They turned the gas off This is a [redacted] ’s Gas issue, nothing to do with Realgy When I called, they said "technical error." This is a [redacted] ’s Gas issue, nothing to do with Realgy Now, there is an unjustified charge of $on the bill This is a [redacted] ’s Gas issue, nothing to do with Realgy Realgy has not answered the phone or returned my call for days Evidence refutes this statement, customer set an appointment for a return call and Realgy honored that appointment They have a voice message that says all representatives are busy This is a statement, not a complaint that can be answered Leave a message This is a statement, not a complaint that can be answered They will call back in business day This is a statement, not a complaint that can be answered That is COMPLETELY UNACCEPTABLE This is a statement, not a complaint that can be answered They are scam artists This is a statement, not a complaint that can be answered
Revdex.com Case No: [redacted] : [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: Philo IL Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 06/23/ Customer authorized enrollment via TPV 06/21/p Customer left message 06/22/a Realgy left message 06/28/ NOTICE from Utility, enrollment accepted 07/07/ Welcome Letter sent 07/14/p Realgy left message 07/18/p Customer left message 07/20/p Realgy called and spoke to customer, confirmed start date 07/20/p Customer left message 07/21/p Realgy left message 09/01/p Customer left message 09/07/ NOTICE from Utility, customer switched to another supplier 09/09/a Realgy left message 09/26/p Customer left message 09/27/p Realgy called and spoke to customerHas some issues, he was upset about the rate, but we explained what he thought was the rate was incorrectHe complained he didn’t receive the Welcome Letter, we explained it went out on 07/07/and verified his address, which he said was correctHe complained about the Final Balancing charge, we reviewed the procedure and that it is in the contract and that because we have Pools which allows us to save the customer’s money, he has to Balance the Pool ChargeHe said if we do not credit it back, he will file a complaintWe explained we will not credit it back and it is his right as a consumer to file a complaint 09/28/ Red complaint from ICC and Revdex.com 09/30/ Researched and responded to complaints Revdex.com COMPLAINT: I got scammed into signing up with Realgy Energy by a representative who cold-called me multiple times in late June (2016) extolling the virtues of this company, including all the money I would save and the excellent customer service they provideI had several questions that she said would all be answered in the welcome/enrollment letter that I would receive shortly after switching over and that I had plenty of time to review it and opt out if I desiredWell, after signing up I never did receive any literature in the mail and attempting to reach customer service isn't what I thought it would beTo speak with customer service, you first go through an "answering service" who arranges a call-back that can take days (a call I made in late August wasn't returned until after Labor Day)After letting someone know I never received any welcome letter, I was told another would be mailed to me...to which I never received eitherBut what I did receive was my first bill...which was was surprisingly higher than expectedAfter several attempts to contact customer service to find out just exactly what my kWh rate is and informing them to contact me After 2-PM...to only have them get back to me in the 9-AM hour and leave a message on my answering machine saying they repliedOn one returned call on September 6th, I ended up getting talked down to by an individual who said their rate was variable and it's around 5.1...which was not even close with their first bills rate at 7.93, the second one at and the third also at ....all considerably higher than my previous suppliers rate which was I did inform this person that I was in the process of getting a new electric supplier to which he informed me that there would be no early termination fees, but some final bill charges would apply....which had me nervously awaiting the next billWell that next bill was the highest of all thanks in part to a $"Final Balancing Charge"I was blown away by that and ended up contacting them only to reach their "answering service" again and giving me no other choice but to file this well-deserved complaintI'm done with this Pirate outfitIt's been nothing but deception, frustration and borderline fraud ICC COMPLAINT: CUSTOMER CALLING TO COMPLAIN OF NOT RECEIVING THE SAVINGS HE WAS PROMISED WHEN ENROLLING FOR SERVICE CUSTOMER IS ASKING FOR A REFUND OF $AND A REIMBURSEMENT OF THE DIFFERENCE IN RATES CHARGED BETWEEN REALGY AND [redacted] FOR THE PERIOD HE RECEIVED SERVICE CUSTOMER STATES HE NEVER RECEIVED A WELCOME PACKET AS WAS TOLD TO HIM NOR DID HE RECEIVE A COPY OF THE CONTRACT OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer was sent the Welcome Letter via US Mail All calls were returned, we were only able to leave a message as the customer was not available We did suggest that they can schedule an appointment for a call back at a convenient time for them by going to our Website, the customer opted not to do this We did explain the rates on this bill, as he was not correct in the pricing he was quoting We also resent a copy of the original Welcome Letter via US Mail, after verifying the address we have The customer canceled and switched to another supplier through the Utility, which did result in a Final Balancing charge Realgy did speak to the customer and explained that charge We also advised that if the customer chooses, he could re-enroll with Realgy and the Final Balancing would be refunded after continuous days of service INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy ICC QUESTIONS AND RESPONSE: PLEASE INVESTIGATE AND RESPOND TO THE FOLLOWING QUESTIONS 1) IDENTIFY MARKETER, IF THIRD PARTY MARKETER, PROVIDE THEIR NAME AND ADVISE WHETHER THEY ARE AN ABC OR DO THEY SOLICIT EXCLUSIVELY FOR YOUR COMPANY Realgy employees its Energy Brokers 2) IDENTIFY THE SALES CHANNEL AND THE NAME OF THE SALESPERSON Telesales, Lorena 3) PROVIDE THE AUTHORIZED VERIFICATION OF THE SWITCH INCLUDING ANY OF THE FOLLOWING WHICH ARE AVAILABLE: RECORDING OF SALES CALL, TPV, LOA, COPY OF SIGNED AGREEMENT, OTHER VERIFICATION Attached 4) IF YOU FIND THAT THE CUSTOMER WAS SWITCHED WITHOUT PROPER AUTHORIZATION, WHAT WILL THE COMPANY DO TO ENSURE THE CUSTOMER DOES NOT PAY MORE THAN THE RATE OF THE CHOSEN SUPPLIER (INCLUDING ANY PENALTIES IF THE CUSTOMER HAD AN ARES)? NA 5) WHAT RATE IS THE CUSTOMER ON AND WHEN DID THEY ENROLL IN YOUR SUPPLY SERVICE? Managed Residential, 06/28/6) VERIFY THE RATE CLASS FOR THIS CUSTOMER Managed Residential 7) ARE THERE ANY EARLY TERMINATION FEES (ETF)? WHAT IS THE AMOUNT? PROVIDE CALCULATION OF THE ETF AND A COPY OF THE AGREEMENT/CONTRACT ARE THE FEES BEING WAIVED? There is a Final Balancing charge - Final Settlement Costs: will be your historical usage multiplied by the Pool’s fixed price position less current market price for the remaining historical usage Example: 12,kWh is the Defined QuantityA cancellation request comes with months left on AgreementThe final settlement cost would be; Historical usage x (Pool Fixed Price – Market Price)12,x ($- $0.0345) = $ 8) IF ONLINE ENROLLMENT, PLEASE PROVIDE UNIQUE IDENTIFIER AND ONLINE LOA THAT WAS USED TO LEGITIMATE THE SALE/AUTHORIZATION NA Tell us why here
OUR INVESTIGATION UNCOVERED THE FOLLOWING: At this time we still do not have any enrollment information on this customer We have reached out and there is no recollection of this particular visit All Reps deny using this as part of the sales script All the Realgy reps are wearing Realgy Safety Vests, with the Realgy name and logo clearly on the Vest We do not represent ourselves to be the Utility We will continue to attempt to reach out to the customer a few more times If we can get their account number, we can add them to our Do Not Enroll list in case this submission does come through at a later date
Complaint: [redacted] I am rejecting this response I never received ANY mailings/terms/conditionsI was misinformed so badly by this legal pirate firm masquerading as a public utility and I'm absolutely mortified at how they continue to get away with thisTo sum it up...I could not be more upset about this outcomeI was scammed, I lost money and I thought going through mediation with the Revdex.com and various state agencies in Illinois and Connecticut would intervene on my behalf and help the screwed over consumer, but nopeThey won and they will go about their deceptive ways to defraud others with no recourse against them
CASE: [redacted] CUSTOMER NAME: [redacted] ACCOUNT STATUS: Dropped Service ACCOUNT: [redacted] UTILITY: [redacted] CUSTOMER HISTORY TIMELINE: 09/03/14 – Customer enrolled via TPV 09/11/14 – Welcome letter sent 09/15/14 @ 12:34 pm – Customer left message 09/15/14 @ 8:35 pm – Customer left message 09/17/14 @ 1:29 pm – Customer left message 09/18/14 @ 09:12 am – Realgy called customer, left message 09/18/14 @ 10:47 am – Customer left message 09/18/14 @ 12:11 pm – Realgy called customer, left message verifying Drop Service request 09/19/14 @ 2:26 pm – Realgy called customer, confirmed Drop Service 10/01/14 – Confirmation from Utility rec’d Drop service 10/28/14 – Final Usage Rec’d 11/11/14 – Rec’d, researched, responded to Complaint DIRECT RESPONSE TO COMPLAINT: Coerced an 87 year old to unknowingly switch energy services from local township contract to service without disclosing actual rates. Evidence refutes this statement, customer went through third party verification and T&C were sent to customer. When made aware of the change, tried to call to cancel before deadline and left messages that were not returned until after the deadline. Customer’s calls were returned, but Realgy was only able to leave a message, not a live answer. Caused a hassle to return to township service. Realgy has no control over other enrollment procedures and practices. Now trying to charge a $50 termination fee. Per the T&C, there is an ETF, but ETF did not apply in this case as the customer did cancel within the grace period.
GD","sans-serif #403152">Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] ** [redacted] Account No.: Unknown Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 03/30/ Sales call made to Customer 04/15/ Rec’d, researched, and responded to complaint Revdex.com COMPLAINT: The floor supervisor was extremely pushy in his sales tactics after being told several times that I was not going to make a decision at the moment to do business with themHe was condescending when I told him I wanted time to verify his company's information and the legitimacy of their business He insistently asked for me to provide my account information and told him I would receive details about the transaction in the mail, several days after I was recorded accepting their termsI had to ask him several times to stop talking long enough for me to ask questions regarding my concernsAfter several attempts to gather more information, I finally had to hang up the phone because he would not let me speakThe individual I am complaining about is the Supervisor of Collins S*Collins was very patient and helpful, but after speaking with his pushy supervisor, I have NO desire to do business with a company that is pushy, forceful, and demeaningThis company said they were hired through [redacted] to lower customers' electric billsI will also notify [redacted] about this horrible experience OUR INVESTIATION UNCOVERED THE FOLLOWING: This Representative was questioned about this complaint and he had no specific remembrance of this callHe denies the practice cited He has stated that he does explain, if asked, that we cannot use any of the customer’s information, it is useless to Realgy He also states that anytime he speaks at the same time as a customer, he stops, apologizes and lets the customer then speakHe said he also offers to walk a customer through both our website and the [redacted] website to show that we are there as an approved supplier INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy
GD","sans-serif #403152">Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: [redacted] Street: [redacted] City/St/Zip: [redacted] *** ** [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 01/04/ Customer authorized enrollment via TPV 01/07/ Notice from Utility, enrollment accepted 01/11/ Welcome Letter sent 04/11/ a Customer left message 04/12/ a Realgy left message 04/14/ Recd, researched, responded to complaint 04/14/ p Realgy left message 04/14/ p Customer called into Realgy, discussed billing Not happy, would like to cancel Advised we need that request in writing and we will process 04/18/ a Emailed recd requesting cancel of service 04/18/ Submit request to cancel service to Utility 04/19/ Rec’d, researched, and responded to Revdex.com Complaint Revdex.com COMPLAINT: After several calls, and multiple assertions from the sales call from Realgy that the bills we receive from [redacted] would go down after selecting Realgy as the supplier of NG, and also double-checking the rate from the Realgy site, our first bill has the rate over twice what [redacted] is chargingThis is completely counter to the multiple calls and verifications we made, as well as their site rate check toolThis is totally a scam, please do not deal with Realgy OUR INVESTIATION UNCOVERED THE FOLLOWING: Our price is lower the [redacted] ’s price delivered Our comps have been attached that show this DIRECT RESPONSE TO [redacted] COMPLAINT: COMPLAINT RESPONSE Carla called requesting to end her contract with Realgy and switch back to us This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to I advised because she has a contract with that company, she would have to contact them to end it and then it would automatically revert back to [redacted] as her supplier This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to She got very upset and says that she can't get anywhere with Realgy, she has contacted them multiple times and no one could help her, and she requested calls back and those took too long(It did seem that she would get calls but had to wait a day or so and then she was busy and didn't have time to talk) History shows the customer has called Realgy once, and the call was returned, but we were not able to reach the customer so a message was left Said if she didn't have any resolution she would be ending the bill in her name and setting it up in her husbands name to end the contract This is between [redacted] and the customer, not an issue Realgy can respond to I advised again, contract was started with realgy and would have to be ended with them, but would see what we could do to assistAnother phone number for her is [redacted] This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to OUR INVESTIATION UNCOVERED THE FOLLOWING: This customer was enrolled via TPV in January She has only called in once on 04/11/and the call was returned the next morning, 04/12/ We were not able to reach the customer and we left a message She is in our queue to attempt again Although it is the customer’s right to file a complaint, there is no wrong doing here on Realgy’s part Since the complaint was open, we have reached out to the customer, and she has decided to cancel the service That request has been submitted to the Utility INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy
Complaint: [redacted] I am rejecting this response because: Realgy is an unethical, deceitful, unscrupulous company that relies on misinformation, deception and outright lies to conduct business From the start I was blatantly lied to about their low rates, the money that they would save me, and the excellent customer service I could count onHowever, they cost me money, time-spent trying to resolve many issues and overall created a lot of frustration in the whole futile processNo "welcome letters" explaining my rate, contract terms and conditions were ever receivedCalls were returned in the mornings after stipulating to contact me after 2pmAnd one especially rude call from Mark on September 6th was noticeably omitted from their recordsBut then again, it "only" took them two weeks to follow up to this complaintAnd a big shout-out to Donna on September 27th, for vehemently rejecting my request of a refund on that fabricated $"Final Balancing Charge." Then again, one shouldn't expect much from such a clueless individual who proudly stated that she Loves Her JobAfter reading numerous online complaints and negative reviews, I am befuddled as to how they are allowed to stay activeI will continue to spread the word about the most unpleasant experience that I received from Realgy of West Hartford, CTin the summer of in every and any way possible
Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 05/31/ customer signed agreement authorizing enrollment 06/13/ Notice from Utility, enrollment accepted 06/15/a Customer left message 06/15/p Realgy called and spoke to Janet, she wishes to rescind her enrollmentAdvised we would submit that request 06/16/ Submit request to rescind 06/16/ Notice from Utility, customer requested to rescind through Utility 06/16/ Recd Revdex.com Complaint 06/22/ Researched and responded to complaint Revdex.com COMPLAINT: We live in a Mobil home court that is just for seniors and single family dwelling, one of realgy employees was soliciting for realgy he passed himself of as an employee of [redacted] he said our court qualified an government grant to help us with our electric rateswe would be getting a call from [redacted] discussing thisi got a letter from [redacted] saying they were switching our utility to realgy service I called [redacted] and they said they did not send anyone from there company out to our courtwe have a sign in the entrance to our court that says in big large print NO SOLICITING!!! we have a lot of seniors that live here with medicial issues and I feel that we and they are being scammed by realgy service!!! I know for sure the next time they come out here we will call the police!!!!! this is uncalled for an employee to deliberately LIE ! OUR INVESTIATION UNCOVERED THE FOLLOWING: Each Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat (weather dependent) and a badgeEach Agent signs in each morning and Realgy Gear is checked This Representative was questioned about this complaint and he had no specific remembrance of this accountHe denies the practice cited as he stays on scriptCustomer signed the agreement, which has Realgy clearly marked on the agreement Representative states he did not see a sign stating No Soliciting and no one had asked him to leave The customer was contacted by Realgy Customer Service and the enrollment request was rescinded as soon as it was requested INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy
Good afternoon, Realgy has taken proactive numerous steps to explain how this winter’s extreme weather has affected Pricing, Market conditions, and most obviously increased usage We have sent out our Quarterly Newsletter, we have published numerous articles on our website and directed Customers to the Website to stay informed We have also sent out an email blast to all our customers with the link to our Website and all the Blogs regarding this issue Please feel free to visit our Website and view the articles and information; http://realgyenergyservices.com/blog/ CUSTOMER HISTORY TIMELINE: 03/06/– Customer enrolled via TPV 03/– Welcome Letter sent 04/14/@ 4:pm (after hours) – Customer left message 04/15/@ 4:pm (after hours) – Customer left message 04/16/@ 4:pm – Customer left message 04/17/@ 1:pm – Realgy called and spoke to Customer She continued to yell, would not let the CS Rep finish a sentence without interrupting and yelling She was asked several times to refrain from yelling and she just yelled “I’m not yelling” We attempted to explain the issues with the extreme weather and how it is affecting the Market Pricing, she didn’t want to hear it We let her know that she has been with us since and overall we have saved her money She said she doubted it She was given the Cancelation Process and told about the ETF of $ She became irate over the ETF She asked to speak to a Supervisor and was transferred The same thing happened, she continued yelling She then asked to speak to a Manager, and was transferred She complained she didn’t want to pay an ETF because she has been with us for years It was explained that if she cancels now, it is considered early and there would be a fee She was extremely irate and again yelling, was asked several times to refrain from yelling She asked and was given the name and address of the President of Realgy, and hung up 04/18/– Rec’d request to drop 04/18/– Rec’d Complaint 04/18/– Submission for Drop request to Utility 04/22/– Confirmation from Utility for Drop Request 04/23/– Researched and responded to complaint 04/25/– Rec’d, responded to Revdex.com Complaint DIRECT RESPONSE TO COMPLAINT: I receive gas through a third party supplier, Realgy Energy Services and have since Affirmative It is delivered and billed through [redacted] Affirmative My latest bill for gas supply was $(an increase of over $141, even though I used less therms this month) The Terms of the contract have not changed The Market pricing has increased significantly due to the extreme conditions of this past Winter Season Upon further investigation, in the last months Realgy has been charging almost twice what [redacted] charged (Realgy: .7514/therm; [redacted] : .3831) This is incorrect I called Realgy times on consecutive days without anyone returning my calls We have had an extremely high call volume Our procedure is to return all calls with business day Due to the extremely high call volume, we offer the customer to go online to schedule a time for a call back that will fit in their schedule, otherwise we will call back within business days I finally received a return call after I threatened to call the news and my attorney The return call had nothing to do with the Customer’s threats We called this customer as her turn came up We do not respond to threats, we call all customers back in the order they are received When a customer does threaten to complaint, we let them know as a consumer they have that right The staff was insolent and gave me information (quoted incorrect gas prices, provided inconsistent explanation of their high rates) This statement is not factual, but the opinion of the complainant We explain exactly what is going on in the Market and the reason for the high pricing When I said I wanted to cancel their service due to poor customer service and extremely high gas prices, I was told I would receive an early cancellation fee even though I have been a customer for years! The ETF has nothing to do with the customer’s opinion of the service If you cancel your contract early (this contract will expire April 2015) there is an ETF I want to be able to cancel my service with them without being charged a cancellation fee The ETF will not be waived Also, a refund of the astronomical rates they have been charging would be nice The rates are the Market Rates, the Terms of the contract (adder) never changed
Complaint: [redacted] I am rejecting this response because: Realgy Energy's assertion that the phone number they continued to call me on was not registered with the DNC list is not accurateThis number has been registered since Fact, not an opinion From: [redacted] Sent: Tuesday, June 09, 1:PMTo: [redacted] *Subject: National Do Not Call Registry - Your Registration Is Confirmed Thank you for registering your phone number with the National Do Not Call RegistryYou successfully registered your phone number ending in [redacted] on September 25, Most telemarketers will be required to stop calling you days from your registration dateSincerely, [redacted]
CASE: 9pt;"> [redacted] CUSTOMER NAME: [redacted] ACCOUNT: [redacted] UTILITY: [redacted] CUSTOMER HISTORY TIMELINE: 01/25/– Customer enrolled via TPV 02/03/– Notice from Utility accepted enrollment 02/04/– Welcome Letter sent 02/13/@ 10:am – Customer left message 02/13/@ 2:pm – Realgy called and spoke to Customer, [redacted] stated he is very upset that he was charged for the welcome letter of $ I apologized to the customer for inconvience and that we would refund himHe said that’s all your going to do? And also stated will it take months to receive? I advsd customer that we would send it soon not months and that it would be by checkThe customer then complained about having to use his gas to cash the checkI advsd to the customer that we are trying to rectify the problem but it is with the postal serviceI advsd we do weigh and set the postage but sometimes post offices to kick backCustomer was still not happy and wanted to be transferred to the supervisorCall transferred to [redacted] 02/13/@ 2:pm – Supervisor took transferred call, [redacted] is unhappy about the postage dueAdvsd we can refund that backHe said he would have to waste his time and his gas to go to the bankAdvsd that is all we can offer Advsd we send approx out a week and maybe have the postage issue and it just started last week He didn’t care He was upset and will be filing a Revdex.com complaint 03/10/@ 11:am – Customer left message 03/10/@ 3:pm – Realgy left message 03/10/– Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: I was called to switch my home gas to Realgy Energy Services, three weeks ago This is a statement, not a complaint Realgy can respond to On February 2015, I received a package in the mail with postage due of $that the Mail Carrier, collected before receiving the package This is a statement, not a complaint Realgy can respond to After going through my mail I opened this and an Ink Pen was in it(It was not ordered and must have been a gift) This is a statement, not a complaint Realgy can respond to I tried to contact the "Call Center" [redacted] , two time for my money returned for a gross mistake of using there customer in this manner of enrolling for their serve and wouldn't be contacted for two or three days This is not a clear statement, but evidence shows Realgy did reach out the customer the same day he called in and apologized and explained what we believe happened I think this is just to put this off and try to forget it This is a statement, not a complaint Realgy can respond to I would like to be refunded $plus $for the time, trouble, and stress due to being a retired vet taking meds I take for dealing with things like this( [redacted] **Can I afford these kind of things from every business that contacts me? This is a statement, not a complaint Realgy can respond to Realgy explained to the customer that we have gone to the United States Post Office in [redacted] and they told us how much it would cost to mail out the Welcome Package We send out thousands at a time and have noticed in [redacted] about 1% have been returned with a notice of Postage Due We have had a few customers call in complaining and we have and will continue to issue a refund check for the extra postage they have had to pay, which has been $
In March my husband received a phone call from said company stating that we would see a reduction in our gas bill Just received our first gas supply bill from our local company with said company gas supply amount It is way higher than what we have been currently paying to our local provider Thus said, we are planning to switch back to our local company Do not ever fall for this companies tactics as they will do what ever it takes to get you on board By the way we will be fighting the $cancellation feeWhen you try to contact this company by phone you get their answering service Call back time 2-days We will wait Meanwhile an email was sent to their company with detailed information as to our disappointment
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 The check was received on 4/26/ Sincerely, [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 Sincerely, [redacted] Read More Customer Complaints: $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Revdex.com ID: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: [redacted] Street: [redacted] CityStZip: [redacted] ** [redacted] Acct: unknown Utility: unknown CUSTOMER HISTORY TIMELINE: 08/19/ – Rec’d Revdex.com complaint 08/20/ – researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: These people continue to call us, no matter how many times I tell them not to As a church, we cannot subscribe to the Do Not Call registryThe last caller proceeded to harass me after I told him that I had investigated the company and found them to be misleading in reference to their "savings" We do call and leave messages When we do talk to a potential customer, if they say no, it is our practice to stop calling But we may call back in another year Our savings are proven and are shown on our website along with our comps There is nothing misleading about our program or the savings we offer This customer will be added to our internal DNC list
CASE: CUSTOMER NAME: Remember When Past and Present ACCOUNT STATUS: Dropped Service ACCOUNT: [redacted] UTILITY: [redacted] Good morning, Realgy has taken proactive numerous steps to explain how this winter’s extreme weather has affected Pricing, Market conditions, and most obviously increased usage We have sent out our Quarterly Newsletter, we have published numerous articles on our website and directed Customers to the Website to stay informed We have also sent out an email blast to all our customers with the link to our Website and all the Blogs regarding this issue Please feel free to visit our Website and view the articles and information; http://realgyenergyservices.com/blog/ We have anticipated the questions that are arising due to the Defined Quantity portion of the Customer’s Invoice Here is what is being stated to Customers Defined Quantity is last year’s historic usageThe defined Difference is the difference between the Actual Usage and the Historic usage (Defined Quantity) If the difference is a positive number the account used more than was planned and that difference will be charged at the market price To find this information, you can look at your Storage Report there is a section at the bottom called Applies to Defined Quantity Pricing: ANR-ML This shows the difference and the market cost for any usage over the defined quantityThe DQ Total will equal the Defined Quantity Cost at the top of the Storage Report CUSTOMER HISTORY TIMELINE CONTINUED SINCE LAST COMPLAINT: 06/10/ – Rec’d end date of Service from Utility (07/24/14) 06/18/ – Researched and responded to 2nd complaint DIRECT RESPONSE TO COMPLAINT: You say you buy the gas at a low rate so you don't have to charge as much why was I charge a therm and [redacted] only charge 1/of that The Customer is on a Variable Plan, Index + That has never changed, the Market however did change We do stand by our saving our customer’s money on Natural Gas Due to the extreme conditions of this past winter season and the Market Price drastically increasing, we have put in place a program that if we have not saved a customer money for the period of January through May of 2015, we will reimburse the difference You did over charge me it dosent matter if the winter is colder you bought the gas when it was low Only 20% of the gas is prepurchased and we pass that onto the customer on the Storage Plan, they purchase 20% of their gas during the summer months and then use it during the winter months at no additional charge because they had purchased it during the summer This customer signed up during the winter so there was no Storage yet Don't charge me double or triple The charges where not explained on the bill until you finally called The Utility does not allow us to put anything but the amounts on the bill We had taken the initiative and send out emails, auto calls, and updated our website weekly, if not daily, to let customers know of the extreme market conditions and how it was effecting the pricing for Natural Gas As for hanging up on you It never happened I have been waiting to talk to someone about my bill This is comment, not a complaint that can be answered I would have no reason to not answer your call This is a comment, not a complaint that can be answered Lets see what my bill is for this month the gas is shut off This is a comment, not a complaint that can be answered Last month wasn't cold but I used therms and got charged If you look at the Storage Report and the Defined Quantity, it is shown and explained that it can take up to days for the pricing and usage to be reported correctly and billed
Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 09/07/ Customer authorized enrollment via contract 09/11/ NOTICE from Utility, enrollment accepted 09/12/ Welcome Letter sent 10/19/p Customer left message 10/20/p Realgy called and spoke to ***, said she wasn’t told she was switching, advised she signed a contract and received the Welcome Letter, and a letter from the Utility advising of the switchAdvised of the Program and that she is guaranteed to save at least 4% in total at the end of the termIf she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contractWe also need the request to terminate in writingSaid she was going to complain to Revdex.com 10/26/ Recd request to cancel 10/26/ Submit request to cancel 10/28/ NOTICE from Utility, enrollment canceled 11/22/ Researched and responded to complaint COMPLAINT: A representative came to my door stating he could give me a discount on my [redacted] ***He asked me for a recent billHe did not tell me I was signing up for a different providerHe did not give me a copy of the form I signedThis is not a discount - as a matter of fact, this company charges much more! I called to cancel the service immediately, and the man on the phone said that would not be possible, that it takes a few billing cycles, and it will cost $to cancel service with them OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer signed the agreement to switch to Realgy The Agreement guarantees the customer will save at least 4% by the end of the term If the customer doesn’t save at least that amount, Realgy will refund the difference The customer has not been with us for more than a month When the customer spoke with Realgy, we explained that we will submit the request to cancel right away, but it could take up to billing cycles to cancel as we have no control over that, it is the Utility and they do not cancel with a period, but it must be at the beginning of the next period There is an ETF, per the signed agreement
HISTORY SUMMARY FOR: Name: [redacted] Phone: [redacted] Street: [redacted] CityStZip: [redacted] ** [redacted] Acct: [redacted] Utility: Consumers CUSTOMER HISTORY TIMELINE: 05/05/ – Customer signed contract 05/05/ @ 3:pm – Customer left message, what are current rates 05/06/ @ 8:am – Realgy called Customer, left message 05/07/ @ 9:am – Realgy called Customer, left message 05/07/ @ 1:pm – Realgy called Customer, left detailed message 05/08/ – Notice from Utility, accepted enrollment, start date of 06/01/ 05/08/ @ 2:pm – Customer left message, clarification on rates 05/11/ @ 8:am – Realgy called Customer, left message 05/11/ @ 8:am – Realgy called Customer, left message 05/11/ @ 2:pm – Realgy called Customer, left detailed message 05/18/ @ 4:pm – Customer left message, needs more clarification on rates 05/19/ @ 8:am – Realgy called Customer, left message 05/19/ @ 4:pm – Realgy called Customer, left message 05/19/ @ 5:pm – Customer left message 05/20/ @ 3:pm – Realgy called and spoke to Customer, [redacted] , would like to cancel, states he did not realized he had signed up with Realgy Offered the month guarantee, no penalty, will refund if we cost more than the Utility Customer declined 05/20/ – Submit request to rescind to Utility 05/26/ – Notice from Utility accepted Rescission, end date of 07/01/ 05/26/ – Rec’d, researched, responded to Revdex.com Complaint DIRECT RESPONSE TO COMPLAINT: Realgy representatives have wear an ID badge with the Realgy logo, the representative’s name and picture clearly shown They also wear either a Jacket or Polo shirt with the Realgy logo clearly on the left hand chest Some also wear a baseball cap with the Realgy logo on the front We do not represent ourselves as anything but Realgy, a Supplier for Consumer’s Customer Choice Program The representative will ask to see the Customer’s Utility bill in order to show them if and where we can save them money We have a contract, that clearly states it is from Realgy When all the representatives in Customer Service are on the phones or after our business hours, we do have the overflow switch over to our Answering Service, so that a live person answers, not the customer just leaving a voice message We return all calls within business day We send our customers a Welcome Letter, which includes our website, all information is located on the web site We also let our customers know that they can set up an appointment to have us call them back at a time convenient for them We also have a LIVE CHAT option We make ourselves as available to our customers as we possibly can Realgy has been saving money for our customers’ since We also offer our customers a month guarantee, try our service and if we have not saved you money in that month period, we will refund the difference and you can drop the service with no ETF This customer’s account has been dropped
CASE: CUSTOMER NAME: Ridge Investors ACCOUNT STATUS: Inactive ACCOUNT: [redacted] , [redacted] 7, UTILITY: Nicor CUSTOMER HISTORY TIMELINE: 07/16/ – enrolled via TPV 07/17/ – Welcome letter sent 12/19/ – notice from Utility, Acct [redacted] dropped service 12/26/ @ 2:pm - Realgy called number on file to inquire about the drop service, the number has been disconnected 03/20/ @ 4:pm – Customer left message 03/21/ – Realgy sent TimeTrade Invitation 03/24/ @ 7:am – Realgy left message for Customer 03/27/ @ 2:pm – Realgy left message for Customer 04/14/ @ 10:am – Customer left message 04/16/ @ 10:am – Realgy called and spoke with Customer Discussed contract details Customer requested copy of TPV, T&Cs, as well as Drop Service Procedure 06/23/ – Rec’d notice from Utility, accounts dropped 06/23/ – Release letter sent to Customer 07/29/ @ 10:am – Realgy attempted to contact Customer (###-###-####), message stated “not authorized to call this number” and it hung up We tried the 2nd number for Customer (###-###-####) and the phone just rang with no voice mail 08/12/ – Rec’d Complaint 08/25/ – Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: Realgy Energy is one of our energy suppliers, which was signed up by a former employee in Statement, not a complaint They're billing rates are ridiculous and they bill every 2-months The contract for this customer is Index + .65, that has never changed We bill when the Utility sends the Usage We have vacant units, and they're fees are still too much The contract for this customer is Index + .65, that is what they are charged I've called and left messages to cancel this service, they make me make an appt., for a call back and they call in weeks Evidence refutes this statement They're contract states you can only cancel 30-days prior to February Below is the TERMINATION portion of the contract: TERMINATION: Buyer may terminate this Agreement, without cost, by providing day written notice prior to the end of current TermIf Buyer fails to provide days written notice to Seller or if Buyer is removed from the Program prior to final billing month of Term the Buyer agrees to reimburse Seller a service fee of up to $and market related losses (surplus will be returned to Buyer) incurred by Seller in reselling any quantity of Buyer’s fixed price natural gas (does not apply to Index or Spot) and Buyer shall forfeit natural gas Storage inventory They've said since I didn't cancel then I must wait another year Below is the TERM portion of the contract: TERM: Buyer’s Price and Quantity terms will begin on the date the Utility reads each service location’s meter and transfers them to Seller and will continue until the April meter reading following months (Term) and thereafter for a like Term until Terminated I said we wanted to cancel and they said they'd email me a cancellation form We do not have, and have never had a Cancelation form I wait and wait, I call back and do the same thing over again Statement, not a complaint Finally I disconnected the service because they were too expensive (still vacant) Affirmative Now, I'm getting cancellation fees, and when I fax, nothing goes thru, when I go to their website www.realgyoffice.com, it gives me an error when I try to click on topics Our Website is [redacted] They state we picked a new marketer, which is false, we chose not to pay for empty units in our property New Marketer includes NICOR Unless the Customer shuts the meters off, we are informed by the Utility at time of drop service it is due to a new marketer
Revdex.com File No: 1;"> [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] CityStZip: [redacted] ** [redacted] Acct: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: 04/11/– Customer enrolled via TPV 04/18/– Welcome Letter sent 09/16/@ 3:pm – Customer left message 09/21/@ 12:pm – Realgy called and spoke to Customer,***, explained Storage Program 01/05/@ 10:am – Customer left message 01/05/@ 5:pm – Customer left message 01/06/@ 12:pm – Customer set TimeTrade appointment for 01/07/@ 9:am 01/07/@ 9:am – Realgy called and spoke to Customer,*** Discussed the gas supply charges on her account She wants to cancel and wants to know how Explained she would have to send the request in writing She believes we are a scam Advsd we are not, we are a successful company and have been in business since She said she researched all our complaints on the Revdex.com Advsd we have still maintained an A rating which shows the complaints are unfounded, just like anyone can file a lawsuit, anyone can file a Revdex.com complaint She believes that is because we have learned to operate just above the law Advsd if she cancels prior to the April renewal there will be an early termination fee as well as the loss of gas in storage she purchased over the summer Asked my name and title and wanted to know if we had a PR Dept because she is writing a column today about exposing our scam 01/07/– Rec’d complaint 01/14/– Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: First of all, we do not know how Realgy became our supplier The customer went through a TPV in April of and has been a customer of Realgy’s since that time They fraudulently switched our account from [redacted] 's Gas Evidence clearly refutes this statement Last month, we had a credit on our bill This is a [redacted] ’s Gas issue, nothing to do with Realgy They turned the gas off This is a [redacted] ’s Gas issue, nothing to do with Realgy When I called, they said "technical error." This is a [redacted] ’s Gas issue, nothing to do with Realgy Now, there is an unjustified charge of $on the bill This is a [redacted] ’s Gas issue, nothing to do with Realgy Realgy has not answered the phone or returned my call for days Evidence refutes this statement, customer set an appointment for a return call and Realgy honored that appointment They have a voice message that says all representatives are busy This is a statement, not a complaint that can be answered Leave a message This is a statement, not a complaint that can be answered They will call back in business day This is a statement, not a complaint that can be answered That is COMPLETELY UNACCEPTABLE This is a statement, not a complaint that can be answered They are scam artists This is a statement, not a complaint that can be answered
Revdex.com Case No: [redacted] : [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: Philo IL Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 06/23/ Customer authorized enrollment via TPV 06/21/p Customer left message 06/22/a Realgy left message 06/28/ NOTICE from Utility, enrollment accepted 07/07/ Welcome Letter sent 07/14/p Realgy left message 07/18/p Customer left message 07/20/p Realgy called and spoke to customer, confirmed start date 07/20/p Customer left message 07/21/p Realgy left message 09/01/p Customer left message 09/07/ NOTICE from Utility, customer switched to another supplier 09/09/a Realgy left message 09/26/p Customer left message 09/27/p Realgy called and spoke to customerHas some issues, he was upset about the rate, but we explained what he thought was the rate was incorrectHe complained he didn’t receive the Welcome Letter, we explained it went out on 07/07/and verified his address, which he said was correctHe complained about the Final Balancing charge, we reviewed the procedure and that it is in the contract and that because we have Pools which allows us to save the customer’s money, he has to Balance the Pool ChargeHe said if we do not credit it back, he will file a complaintWe explained we will not credit it back and it is his right as a consumer to file a complaint 09/28/ Red complaint from ICC and Revdex.com 09/30/ Researched and responded to complaints Revdex.com COMPLAINT: I got scammed into signing up with Realgy Energy by a representative who cold-called me multiple times in late June (2016) extolling the virtues of this company, including all the money I would save and the excellent customer service they provideI had several questions that she said would all be answered in the welcome/enrollment letter that I would receive shortly after switching over and that I had plenty of time to review it and opt out if I desiredWell, after signing up I never did receive any literature in the mail and attempting to reach customer service isn't what I thought it would beTo speak with customer service, you first go through an "answering service" who arranges a call-back that can take days (a call I made in late August wasn't returned until after Labor Day)After letting someone know I never received any welcome letter, I was told another would be mailed to me...to which I never received eitherBut what I did receive was my first bill...which was was surprisingly higher than expectedAfter several attempts to contact customer service to find out just exactly what my kWh rate is and informing them to contact me After 2-PM...to only have them get back to me in the 9-AM hour and leave a message on my answering machine saying they repliedOn one returned call on September 6th, I ended up getting talked down to by an individual who said their rate was variable and it's around 5.1...which was not even close with their first bills rate at 7.93, the second one at and the third also at ....all considerably higher than my previous suppliers rate which was I did inform this person that I was in the process of getting a new electric supplier to which he informed me that there would be no early termination fees, but some final bill charges would apply....which had me nervously awaiting the next billWell that next bill was the highest of all thanks in part to a $"Final Balancing Charge"I was blown away by that and ended up contacting them only to reach their "answering service" again and giving me no other choice but to file this well-deserved complaintI'm done with this Pirate outfitIt's been nothing but deception, frustration and borderline fraud ICC COMPLAINT: CUSTOMER CALLING TO COMPLAIN OF NOT RECEIVING THE SAVINGS HE WAS PROMISED WHEN ENROLLING FOR SERVICE CUSTOMER IS ASKING FOR A REFUND OF $AND A REIMBURSEMENT OF THE DIFFERENCE IN RATES CHARGED BETWEEN REALGY AND [redacted] FOR THE PERIOD HE RECEIVED SERVICE CUSTOMER STATES HE NEVER RECEIVED A WELCOME PACKET AS WAS TOLD TO HIM NOR DID HE RECEIVE A COPY OF THE CONTRACT OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer was sent the Welcome Letter via US Mail All calls were returned, we were only able to leave a message as the customer was not available We did suggest that they can schedule an appointment for a call back at a convenient time for them by going to our Website, the customer opted not to do this We did explain the rates on this bill, as he was not correct in the pricing he was quoting We also resent a copy of the original Welcome Letter via US Mail, after verifying the address we have The customer canceled and switched to another supplier through the Utility, which did result in a Final Balancing charge Realgy did speak to the customer and explained that charge We also advised that if the customer chooses, he could re-enroll with Realgy and the Final Balancing would be refunded after continuous days of service INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy ICC QUESTIONS AND RESPONSE: PLEASE INVESTIGATE AND RESPOND TO THE FOLLOWING QUESTIONS 1) IDENTIFY MARKETER, IF THIRD PARTY MARKETER, PROVIDE THEIR NAME AND ADVISE WHETHER THEY ARE AN ABC OR DO THEY SOLICIT EXCLUSIVELY FOR YOUR COMPANY Realgy employees its Energy Brokers 2) IDENTIFY THE SALES CHANNEL AND THE NAME OF THE SALESPERSON Telesales, Lorena 3) PROVIDE THE AUTHORIZED VERIFICATION OF THE SWITCH INCLUDING ANY OF THE FOLLOWING WHICH ARE AVAILABLE: RECORDING OF SALES CALL, TPV, LOA, COPY OF SIGNED AGREEMENT, OTHER VERIFICATION Attached 4) IF YOU FIND THAT THE CUSTOMER WAS SWITCHED WITHOUT PROPER AUTHORIZATION, WHAT WILL THE COMPANY DO TO ENSURE THE CUSTOMER DOES NOT PAY MORE THAN THE RATE OF THE CHOSEN SUPPLIER (INCLUDING ANY PENALTIES IF THE CUSTOMER HAD AN ARES)? NA 5) WHAT RATE IS THE CUSTOMER ON AND WHEN DID THEY ENROLL IN YOUR SUPPLY SERVICE? Managed Residential, 06/28/6) VERIFY THE RATE CLASS FOR THIS CUSTOMER Managed Residential 7) ARE THERE ANY EARLY TERMINATION FEES (ETF)? WHAT IS THE AMOUNT? PROVIDE CALCULATION OF THE ETF AND A COPY OF THE AGREEMENT/CONTRACT ARE THE FEES BEING WAIVED? There is a Final Balancing charge - Final Settlement Costs: will be your historical usage multiplied by the Pool’s fixed price position less current market price for the remaining historical usage Example: 12,kWh is the Defined QuantityA cancellation request comes with months left on AgreementThe final settlement cost would be; Historical usage x (Pool Fixed Price – Market Price)12,x ($- $0.0345) = $ 8) IF ONLINE ENROLLMENT, PLEASE PROVIDE UNIQUE IDENTIFIER AND ONLINE LOA THAT WAS USED TO LEGITIMATE THE SALE/AUTHORIZATION NA Tell us why here
OUR INVESTIGATION UNCOVERED THE FOLLOWING: At this time we still do not have any enrollment information on this customer We have reached out and there is no recollection of this particular visit All Reps deny using this as part of the sales script All the Realgy reps are wearing Realgy Safety Vests, with the Realgy name and logo clearly on the Vest We do not represent ourselves to be the Utility We will continue to attempt to reach out to the customer a few more times If we can get their account number, we can add them to our Do Not Enroll list in case this submission does come through at a later date
Complaint: [redacted] I am rejecting this response I never received ANY mailings/terms/conditionsI was misinformed so badly by this legal pirate firm masquerading as a public utility and I'm absolutely mortified at how they continue to get away with thisTo sum it up...I could not be more upset about this outcomeI was scammed, I lost money and I thought going through mediation with the Revdex.com and various state agencies in Illinois and Connecticut would intervene on my behalf and help the screwed over consumer, but nopeThey won and they will go about their deceptive ways to defraud others with no recourse against them
CASE: [redacted] CUSTOMER NAME: [redacted] ACCOUNT STATUS: Dropped Service ACCOUNT: [redacted] UTILITY: [redacted] CUSTOMER HISTORY TIMELINE: 09/03/14 – Customer enrolled via TPV 09/11/14 – Welcome letter sent 09/15/14 @ 12:34 pm – Customer left message 09/15/14 @ 8:35 pm – Customer left message 09/17/14 @ 1:29 pm – Customer left message 09/18/14 @ 09:12 am – Realgy called customer, left message 09/18/14 @ 10:47 am – Customer left message 09/18/14 @ 12:11 pm – Realgy called customer, left message verifying Drop Service request 09/19/14 @ 2:26 pm – Realgy called customer, confirmed Drop Service 10/01/14 – Confirmation from Utility rec’d Drop service 10/28/14 – Final Usage Rec’d 11/11/14 – Rec’d, researched, responded to Complaint DIRECT RESPONSE TO COMPLAINT: Coerced an 87 year old to unknowingly switch energy services from local township contract to service without disclosing actual rates. Evidence refutes this statement, customer went through third party verification and T&C were sent to customer. When made aware of the change, tried to call to cancel before deadline and left messages that were not returned until after the deadline. Customer’s calls were returned, but Realgy was only able to leave a message, not a live answer. Caused a hassle to return to township service. Realgy has no control over other enrollment procedures and practices. Now trying to charge a $50 termination fee. Per the T&C, there is an ETF, but ETF did not apply in this case as the customer did cancel within the grace period.
GD","sans-serif #403152">Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] ** [redacted] Account No.: Unknown Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 03/30/ Sales call made to Customer 04/15/ Rec’d, researched, and responded to complaint Revdex.com COMPLAINT: The floor supervisor was extremely pushy in his sales tactics after being told several times that I was not going to make a decision at the moment to do business with themHe was condescending when I told him I wanted time to verify his company's information and the legitimacy of their business He insistently asked for me to provide my account information and told him I would receive details about the transaction in the mail, several days after I was recorded accepting their termsI had to ask him several times to stop talking long enough for me to ask questions regarding my concernsAfter several attempts to gather more information, I finally had to hang up the phone because he would not let me speakThe individual I am complaining about is the Supervisor of Collins S
*Collins was very patient and helpful, but after speaking with his pushy supervisor, I have NO desire to do business with a company that is pushy, forceful, and demeaningThis company said they were hired through [redacted] to lower customers' electric billsI will also notify [redacted] about this horrible experience OUR INVESTIATION UNCOVERED THE FOLLOWING: This Representative was questioned about this complaint and he had no specific remembrance of this callHe denies the practice cited He has stated that he does explain, if asked, that we cannot use any of the customer’s information, it is useless to Realgy He also states that anytime he speaks at the same time as a customer, he stops, apologizes and lets the customer then speakHe said he also offers to walk a customer through both our website and the [redacted] website to show that we are there as an approved supplier INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy
GD","sans-serif #403152">Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: [redacted] Street: [redacted] City/St/Zip: [redacted] *** ** [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 01/04/ Customer authorized enrollment via TPV 01/07/ Notice from Utility, enrollment accepted 01/11/ Welcome Letter sent 04/11/ a Customer left message 04/12/ a Realgy left message 04/14/ Recd, researched, responded to complaint 04/14/ p Realgy left message 04/14/ p Customer called into Realgy, discussed billing Not happy, would like to cancel Advised we need that request in writing and we will process 04/18/ a Emailed recd requesting cancel of service 04/18/ Submit request to cancel service to Utility 04/19/ Rec’d, researched, and responded to Revdex.com Complaint Revdex.com COMPLAINT: After several calls, and multiple assertions from the sales call from Realgy that the bills we receive from [redacted] would go down after selecting Realgy as the supplier of NG, and also double-checking the rate from the Realgy site, our first bill has the rate over twice what [redacted] is chargingThis is completely counter to the multiple calls and verifications we made, as well as their site rate check toolThis is totally a scam, please do not deal with Realgy OUR INVESTIATION UNCOVERED THE FOLLOWING: Our price is lower the [redacted] ’s price delivered Our comps have been attached that show this DIRECT RESPONSE TO [redacted] COMPLAINT: COMPLAINT RESPONSE Carla called requesting to end her contract with Realgy and switch back to us This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to I advised because she has a contract with that company, she would have to contact them to end it and then it would automatically revert back to [redacted] as her supplier This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to She got very upset and says that she can't get anywhere with Realgy, she has contacted them multiple times and no one could help her, and she requested calls back and those took too long(It did seem that she would get calls but had to wait a day or so and then she was busy and didn't have time to talk) History shows the customer has called Realgy once, and the call was returned, but we were not able to reach the customer so a message was left Said if she didn't have any resolution she would be ending the bill in her name and setting it up in her husbands name to end the contract This is between [redacted] and the customer, not an issue Realgy can respond to I advised again, contract was started with realgy and would have to be ended with them, but would see what we could do to assistAnother phone number for her is [redacted] This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to OUR INVESTIATION UNCOVERED THE FOLLOWING: This customer was enrolled via TPV in January She has only called in once on 04/11/and the call was returned the next morning, 04/12/ We were not able to reach the customer and we left a message She is in our queue to attempt again Although it is the customer’s right to file a complaint, there is no wrong doing here on Realgy’s part Since the complaint was open, we have reached out to the customer, and she has decided to cancel the service That request has been submitted to the Utility INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy
Complaint: [redacted] I am rejecting this response because: Realgy is an unethical, deceitful, unscrupulous company that relies on misinformation, deception and outright lies to conduct business From the start I was blatantly lied to about their low rates, the money that they would save me, and the excellent customer service I could count onHowever, they cost me money, time-spent trying to resolve many issues and overall created a lot of frustration in the whole futile processNo "welcome letters" explaining my rate, contract terms and conditions were ever receivedCalls were returned in the mornings after stipulating to contact me after 2pmAnd one especially rude call from Mark on September 6th was noticeably omitted from their recordsBut then again, it "only" took them two weeks to follow up to this complaintAnd a big shout-out to Donna on September 27th, for vehemently rejecting my request of a refund on that fabricated $"Final Balancing Charge." Then again, one shouldn't expect much from such a clueless individual who proudly stated that she Loves Her JobAfter reading numerous online complaints and negative reviews, I am befuddled as to how they are allowed to stay activeI will continue to spread the word about the most unpleasant experience that I received from Realgy of West Hartford, CTin the summer of in every and any way possible
Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 05/31/ customer signed agreement authorizing enrollment 06/13/ Notice from Utility, enrollment accepted 06/15/a Customer left message 06/15/p Realgy called and spoke to Janet, she wishes to rescind her enrollmentAdvised we would submit that request 06/16/ Submit request to rescind 06/16/ Notice from Utility, customer requested to rescind through Utility 06/16/ Recd Revdex.com Complaint 06/22/ Researched and responded to complaint Revdex.com COMPLAINT: We live in a Mobil home court that is just for seniors and single family dwelling, one of realgy employees was soliciting for realgy he passed himself of as an employee of [redacted] he said our court qualified an government grant to help us with our electric rateswe would be getting a call from [redacted] discussing thisi got a letter from [redacted] saying they were switching our utility to realgy service I called [redacted] and they said they did not send anyone from there company out to our courtwe have a sign in the entrance to our court that says in big large print NO SOLICITING!!! we have a lot of seniors that live here with medicial issues and I feel that we and they are being scammed by realgy service!!! I know for sure the next time they come out here we will call the police!!!!! this is uncalled for an employee to deliberately LIE ! OUR INVESTIATION UNCOVERED THE FOLLOWING: Each Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat (weather dependent) and a badgeEach Agent signs in each morning and Realgy Gear is checked This Representative was questioned about this complaint and he had no specific remembrance of this accountHe denies the practice cited as he stays on scriptCustomer signed the agreement, which has Realgy clearly marked on the agreement Representative states he did not see a sign stating No Soliciting and no one had asked him to leave The customer was contacted by Realgy Customer Service and the enrollment request was rescinded as soon as it was requested INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy
Good afternoon, Realgy has taken proactive numerous steps to explain how this winter’s extreme weather has affected Pricing, Market conditions, and most obviously increased usage We have sent out our Quarterly Newsletter, we have published numerous articles on our website and directed Customers to the Website to stay informed We have also sent out an email blast to all our customers with the link to our Website and all the Blogs regarding this issue Please feel free to visit our Website and view the articles and information; http://realgyenergyservices.com/blog/ CUSTOMER HISTORY TIMELINE: 03/06/– Customer enrolled via TPV 03/– Welcome Letter sent 04/14/@ 4:pm (after hours) – Customer left message 04/15/@ 4:pm (after hours) – Customer left message 04/16/@ 4:pm – Customer left message 04/17/@ 1:pm – Realgy called and spoke to Customer She continued to yell, would not let the CS Rep finish a sentence without interrupting and yelling She was asked several times to refrain from yelling and she just yelled “I’m not yelling” We attempted to explain the issues with the extreme weather and how it is affecting the Market Pricing, she didn’t want to hear it We let her know that she has been with us since and overall we have saved her money She said she doubted it She was given the Cancelation Process and told about the ETF of $ She became irate over the ETF She asked to speak to a Supervisor and was transferred The same thing happened, she continued yelling She then asked to speak to a Manager, and was transferred She complained she didn’t want to pay an ETF because she has been with us for years It was explained that if she cancels now, it is considered early and there would be a fee She was extremely irate and again yelling, was asked several times to refrain from yelling She asked and was given the name and address of the President of Realgy, and hung up 04/18/– Rec’d request to drop 04/18/– Rec’d Complaint 04/18/– Submission for Drop request to Utility 04/22/– Confirmation from Utility for Drop Request 04/23/– Researched and responded to complaint 04/25/– Rec’d, responded to Revdex.com Complaint DIRECT RESPONSE TO COMPLAINT: I receive gas through a third party supplier, Realgy Energy Services and have since Affirmative It is delivered and billed through [redacted] Affirmative My latest bill for gas supply was $(an increase of over $141, even though I used less therms this month) The Terms of the contract have not changed The Market pricing has increased significantly due to the extreme conditions of this past Winter Season Upon further investigation, in the last months Realgy has been charging almost twice what [redacted] charged (Realgy: .7514/therm; [redacted] : .3831) This is incorrect I called Realgy times on consecutive days without anyone returning my calls We have had an extremely high call volume Our procedure is to return all calls with business day Due to the extremely high call volume, we offer the customer to go online to schedule a time for a call back that will fit in their schedule, otherwise we will call back within business days I finally received a return call after I threatened to call the news and my attorney The return call had nothing to do with the Customer’s threats We called this customer as her turn came up We do not respond to threats, we call all customers back in the order they are received When a customer does threaten to complaint, we let them know as a consumer they have that right The staff was insolent and gave me information (quoted incorrect gas prices, provided inconsistent explanation of their high rates) This statement is not factual, but the opinion of the complainant We explain exactly what is going on in the Market and the reason for the high pricing When I said I wanted to cancel their service due to poor customer service and extremely high gas prices, I was told I would receive an early cancellation fee even though I have been a customer for years! The ETF has nothing to do with the customer’s opinion of the service If you cancel your contract early (this contract will expire April 2015) there is an ETF I want to be able to cancel my service with them without being charged a cancellation fee The ETF will not be waived Also, a refund of the astronomical rates they have been charging would be nice The rates are the Market Rates, the Terms of the contract (adder) never changed
Complaint: [redacted] I am rejecting this response because: Realgy Energy's assertion that the phone number they continued to call me on was not registered with the DNC list is not accurateThis number has been registered since Fact, not an opinion From: [redacted] Sent: Tuesday, June 09, 1:PMTo: [redacted] *Subject: National Do Not Call Registry - Your Registration Is Confirmed Thank you for registering your phone number with the National Do Not Call RegistryYou successfully registered your phone number ending in [redacted] on September 25, Most telemarketers will be required to stop calling you days from your registration dateSincerely, [redacted]