I received a call from a sales person a few months ago about getting a decrease in my gas bill I was skeptical at first but I listened to what they were saying and reviewed the terms and conditions I found the terms agreeable especially the storage program I signed up I have been a customer for two months and have seen a decrease in my bill and I am happy to see I am purchasing gas for storage for this winter I look forward to seeing that come out next winter All in all a great company with a great program
CASE: NAME: Randy Scheffler ACCT: 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: 06/12/– Customer enrolled via TPV 07/03/– Welcome Letter sent to Customer 02/24/@ 1:pm – Customer left message for Realgy 02/24/@ 4:pm – Realgy called Customer, explained Program, Pricing issues, cancelation procedure Customer became hostile, said he wanted to cancel and hung phone up 02/24/– Submitted Drop request to Utility 02/24/@ 4:pm – Customer left message for Realgy 02/24/@ 4:pm – Realgy called customer back, he just wanted to inform us that he is filing a complaint with Revdex.com 02/25/– Rec’d complaint from Revdex.com 03/04/– Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: This company charged me double per unit for my natural gas it went from to in one month and they won’t do anything about it The customer is on a variable rate of above market pricing Not only did the Market Price go up, so did the customer’s usage
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 04/29/16 Customer signed agreement authorizing enrollment 05/04/16 Notice from Utility, enrollment accepted 05/12/16 Welcome Letter sent 08/03/16 12.13 p Customer left message 08/03/16 3.57 p Realgy left message 08/04/16 10.10 a Customer left message 08/04/16 10.10 a Customer engaged in LIVE CHAT session. DONNA 10:02 am Hello, Is there anything I can help you with today? CLIENT Yes I called yesterday to cancel service. I am wondeirng if I can do that online since I got an answering service DONNA May I please have an account number ? CLIENT 37-82-37-9508 5 DONNA You can send an email to Support@Realgy .com to request cancellation . Keep in mind there will be a fee to cancel as well as you will loose what is in storage. CLIENT what is the fee to cancel, my utility was just switched a month ago your rates are higher than my old utility company so I am switching back DONNA The fee is $50 . You had a 10 day review period to cancel . CLIENT I need to speak to a manager, this is ridiculous as I just received my first bill from your company. Who can I speal to about waiving this fee? DONNA The fee will not be waived . You received notification of change from [redacted] as well as Realgy. this is the reason why we send out notification . You had a review period and entered into a contract . CLIENT I will try to call and speak to a manager. Your company is a big fraud, hope you enjoy working there. CLIENT ENDED CHAT. 08/09/16 9.19 a Customer left message 08/10/16 Notice from Utility, cancel service 08/10/16 8.30 a Customer engaged in LIVE CHAT session. Customer wants to cancel the acct. Again confirmed she is aware of the cancellation fee as well as the loss of gas in storage. She replied back stating "Please cancel my service. I understand about the cancellation charge and disagree with it since I was told my per therm charge would be lower. Upon receiving my first bill, I notice your company charges for all these miscellaneous charges which more than doubles my bill so much for a lower per therm charge. Of course I did not know about this additional charges within 10 days of switching to your company so there was no way I could have cancelled within the 10 days. I will take it up with the BBB as others have done. Please send me cancellation number. Thanks! Debbie" 08/10/16 Submit request to cancel service 08/10/16 Recd, researched, responded to complaint COMPLAINT: With the recent decommissioning of utilities in Illinois, my gas supplier was moved from [redacted] to Realgy Energy. I was told the prices would be either the same if not lower than my current provider. I truly believe after reading the reviews that this company scams people into switching to them and then makes money by forcing the consumer to cancel the service because not only is there a cancellation charge but they have miscellaneous charges on their bill that more than doubles what I was paying. I received a letter in the mail from [redacted] Gas on 5/3 informing me that my new supplier would be Realgy Energy and that is was effective with my first meter reading on or after 6/14. On 5/12, I received a welcome letter from Realgy letting me know that I was now their customer and quote "Our experience is leveraged to reduce your energy cost and save your time when making energy decisions." It states that I have 10 days to rescind the contract. But at this point, I am still thinking my bill will either be the same or lower since I will not receive my first bill from Realgy until July. My first bill that included Realgy was for the period of 6/14-7/14. The bill date was 7/18 and payment was due 8/9. I did pay this bill however after being promised that my bill would not increase, it has more than doubled. While the cost per therm is the same as ***, Realgy adds in the following charges: monthly charge, Realgy gas charge, and Storage Injection Charge totaling $20.70. The actual price of the gas was $16.46. And here is where it gets really frustrating. I have been trying to cancel my service with Realgy for a week. When calling 3 different numbers, I only am able to talk with their answering service. I seriously do not think they have actual customer service associates that work there because I can never speak to them. The answering service promises me that I will get a call back within 24 hours but that has not happened. Following are the dates/times/phone numbers that I have called: 8/3 at 11:13 AM ####-###-#### 8/4 at 9:10 AM ####-###-#### 8/8 at 4:13 PM ####-###-#### 8/8 at 4:20 PM ####-###-#### 8/9 at 8:18 AM ####-###-#### Also, I went online and chatted with Donna on 8/4. She informed me that there would be a $50 cancellation charge because I did not cancel within the 10 day period (May). How, could I cancel when I didn t know Realgy was going to charge me more than double until I received the first bill in July? I told her that I would talk with a manager. See above for number of calls that I made to attempt to talk with someone. Then, I decided to email the company. On 8/8 at 9:37 AM, I emailed and stated that I wanted to cancel my service and to send me the cancellation number. At 11:02, Michelle responded with ticket #6JC69 and that she realized I chatted with Donna last week online. She repeated there is a $50 fee to cancel. At 11:13 AM, I said I do not agree with this cancellation fee but cancel my service and I will take up the cancellation fee with the BBB since I see that other consumers have done the same thing. At 1:50 PM, I asked for an update and to send me the cancellation number. Michelle has not responded. As of 8/9 5:50 PM, I do not believe my service has been cancelled with Realgy. Thank you for reading this lengthy complaint! OUR INVESTIGATION UNCOVERED THE FOLLOWING: The history of the calls has been included, Realgy has returned all customer calls within a timely manner. We have communicated with the customer via LIVE CHAT. It does appear that she may not fully understand the Storage Portion of the Program. We have called the customer again, but were only able to leave a message. We would like the opportunity to discuss the Storage Portion of the Program to better assist the customer in understanding the charges. The Storage Program allows the customer to purchase 20% of their annual historical usage during the summer months (April – October) when the prices are lower, storing that portion away to be used during the winter months (November – March) when the pricing is higher without having to pay for that 20%. Realgy’s program will save our customer’s over any 12 month period, which includes the Storage Portion of the program. We do have an Early Termination Fee with is $50 for residential customer. If the customer stays on the Realgy Program for a 12 month period, and we do not save her money over what should would have paid with her Utility, we will allow her to terminate the contract early and waive the ETF. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to; 1. 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 2. 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
Case No: ***
11pt">HISTORY SUMMARY FOR:
Name: *** ***
Phone: ###-###-####
Street: *** *** ***
City/St/Zip: *** ** ***
Account No.: *** ***
Utility: ***
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
06/18/ Customer authorized enrollment via contract
06/22/ Requested Addition
06/23/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
06/30/ Requested Addition
07/01/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
07/08/ Requested Addition
07/11/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
07/15/ NOTICE from Utility, account *** enrollment accepted
07/18/ Requested Addition
07/19/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
07/26/ Requested Addition
07/27/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
08/03/ Requested Addition
08/04/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
08/11/ Requested Addition
08/12/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
08/19/ Requested Addition
08/20/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
08/29/ Requested Addition
08/30/a Customer left message
08/30/a LIVE CHAT with customer, customer requested phone call to discuss billingRealgy called and spoke to customer, reviewed program, bill, storage programCustomer doesn’t believe he will use all the gas in storageExplained it is only 20% of his annual usage, and all will be used throughout the winter monthsCustomer asked how to cancel, advised must be in writing and there will be an ETF
08/31/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
09/07/ Requested Addition
09/07/ Recd, researched, responded to complaint
COMPLAINT: I was shocked by my Bill!!! I called their number, only to speak to a answering service and told I had to wait till Monday to call againAgain, on Monday, I got the answering service and was asked to leave a number so they could return a call in next hoursI went online to their site to see if there was any other way of contacting them and ended up with an online rep, who told me she would call shortly, which she did doShe then said I needed to Email " *** *** to Email them a Cancelation of Contract, which I did, but no verification from them of thatThe Realgy Rep presented this Choice Program as being cheaper, as it was explained to meMy first bill with them and they are charging a Gas Supply charge to a residence that I have, that is vacant, and has been for yearsIt is a Farm House I stay at when huntingI chose to pay *** the monthly charge to have access to gas when ever I might be there and need itRealgy is charging for Future Gas usage as she explained to me of 20% of Based useThat fact alone makes them more Expensive than *** a monthMy act # is *** *** *** * with *** and I want the Gas Supply charge removed from my account, since there was no gas used or DeliveredI also CANCEL MY Contract with Realgy and will return to *** as my SupplierThank you OUR INVESTIGATION UNCOVERED THE FOLLOWING: Customer left a message and it was returned with the start of the LIVE CHAT the same morning. We did not receive an email from this customer. But looking at the email he is leaving in the complaint, it is incorrect, it looks like he is adding a space after SUPPORT. The correct email is *** This customer’s contract is a Guarantee Saving, so if he is charged more then what the Utility would have charged him by the end of his term, we will reimburse the difference. We do not guarantee to be less than the Utility every month, we guarantee by the end of the term, you will have saved. If the customer chooses to cancel, is must be done in writing and there will be an ETF
Complaint: ***
I am rejecting this response because: The first month's bill was times the amount I regularly make to NIPSCOI was not informed that I was switching providersThe man at my door liedHe said I was signing up for a discountI will be paying the bill for $for early disconnect, only because I do not wish my credit to be compromisedI want it returned to meI do not believe I owe it, because I was lied toThis is a very poor way to do businessYou shouldn't have to lie to get customers
Sincerely,
*** ***
In December of 2015, we had a young man come to our door “representing *** Energy, Inc." (***)—our local natural gas company This young man stated emphatically that he represented ***; that in fact he was an employee of *** Energy After listening to part of his sales pitch—that by the way, he vigorously repeated that he was not selling anything—I soon recognized as a similar dishonest sales tacit It was very early into his rehearsed pitch, he ask to see a copy of our utility bill I must say he was wearing a badge around his neck with the *** logo on it, but he could have printed that himself As you will see later in this post, he was not affiliated with my utility companyThis alone seemed suspicious I mean if you are a representative from any organization that I have a legitimate consumer relationship with; you will have access to my account, without asking for my bill He became very defensive, ill tempered, and rude This person leaned in closer demanding “I AM WITH ***, YOU CAN CALL MY BOSS AND CONFIRM!” At this point, I was not in the mood to call anyone but the police He came within an inch or two from my roommates face—nose to nose as it were I became concerned for my roommates safety; so I chimed in and ask him to leave When he refused, he began shouting “CALL MY BOSS, HE’LL TELL YOU I AM WITH ***, AND YOU HAVE TO SHOW ME YOUR BILL”, with each word getting louder and louder, still nose to nose with my roommate and myself—switching back and forth yelling at the two of us I must admit I lost my temper at this point I went into the house to get the phone I called the police While waiting for an answer, I became upset and worried about my roommates well-being; I told him to leave or I will forcibly remove him from our propertyWell, that is when the sparks really started to fly He lost his composure completely He began to use profanity to explain how he would hurt us He used expletives and demeaning graphic visual imagery to describe my relationship with my roommate/domestic partner Then he stood at the road for a few minutes waiting for the police to come After about a minute, he must have thought better of that decision He walked away; he then met his colleague who was on another street in our subdivision He must have told him what happened In a short while, they drove past my house, this person leaned out of the passenger side of the car and once again yelled profanities describing how I should take it up my backside from my roommateI have tried to contact the company about this bad behavior on behalf of their representative They did not give the impression that they were at all concerned with his deception; nor were they concerned of his treatment of my roommate and me In the end, I did not let this person take advantage of me I am however, sad to say that my neighbor fell for his untruths or all out lies He now has the troublesome task of switching back to our regular gas company Because he was fooled by this persons lies and tricksThe moral of this review:
DO NOT ever show your utility bills to a stranger who is going door-to-door A representative of any company you have a legitimate consumer relationship with, already has access to your account You do not need to give them any information If they come to your door, they are probably trying to separate you from your money In this day and age, if you are gullible, there is someone out there that WILL be more than happy separate you from your money
Complaint:
I am rejecting this response because: They didn't change me back until 3/14/and they also raised the rates again from to my friends are paying per unit so in months I paid almost $than my friends did in the same period they have my address they never sent a newsletter and when I talked to them on 2/24/they had my E-Mail they never sent me anything on the new increase
Sincerely,
Randy Scheffler
Complaint: ***
I am rejecting this response because:I am not forefeiting my gasThey cannot ask for ETF and keep my gasI want to exhaust my gas in storage and then I cancel my service with Realagy
Sincerely,*** ***
Complaint: ***
I am rejecting this response because:
While I might have accepted a price per therm, I did not know about the following incremental charges that Realgy charges its customers:
monthly charge: $Realgy gas charge: $Storage Injection Charge: $Nor did I agree to pay for gas now that I would use in the winter timeMy old provided never raised the rates in winter and there was no need to prepay for gasAll of these fees has caused my bill to more than double vs my old providerThis along with the above charges is why I decided to leave the company and do not feel that I owe the $termination fee due to fraudulent advertising
Sincerely,
*** ***
Revdex.com Case No:
"">HISTORY SUMMARY FOR:
Name: *** ***r
Phone: ###-###-####
Street: *** * *** ***
City/St/Zip: *** *** ** ***
Account No.: ***
Utility: ***
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
11/23/ Customer authorized enrollment via TPV
11/25/ NOTICE from Utility, enrollment accepted
12/03/ Welcome Letter sent
08/19/p Customer left message
08/22/a Realgy left message
08/22/p Customer left message
08/23/a Realgy called and spoke to customer, she wants to cancel, is eliminating all 3rd party suppliersAdvised we need that in writing and there will be an ETFGave customer email to send the request
08/23/a Customer left message
08/23/p Realgy called and spoke to customer, she did not understand she was sending an email, she thought she was entering a websiteAdvised to create an email and send it with the request
08/25/a Recd written request to cancel
08/25/ Submit request to cancel enrollment
08/29/ NOTICE from Utility, enrollment canceled
09/30/ Researched and responded to complaint
Revdex.com COMPLAINT: It is very difficult to contact a customer service representativeUpon placing a call, I am connected to an answering service who sets an apptfor the company to call me back no sooner than hours laterWhen I finally got a call back I explained that due to large medical bills, I am cancelling my account with themI was told that in order for them to do that, they would require a written requestShe gave me the website to submit my request to, which is ***When logging in to that site, it was not a legitimate addressSo, when I called to try to get this issue resolved, I was told by the answering service, I would again have to schedule a call back in at least hoursI got so frustrated, I just hung upPlease help OUR INVESTIGATION UNCOVERED THE FOLLOWING: When all our Customer Service Reps are taking other calls, our phones to forward to a Live Answering Service instead of voice mail. The customers are told they should receive a call back within business day. The email given to the customer is an email address, not a website. If the customer hangs up, there is no way for us to know she called with an issue. She did call back and we did return the call and explained that is an email address, not a website. She did submit the request to cancel, and it was processed
Complaint: ***
I am rejecting this response because:In response in email sent to me, Realagy stated that I was not very niceThis is a complete falsehoodI have been nothing but nice, considerate and patient through this processOn several occasions, I attempted to speak with Realagy as indicated by their own logI have been told by both customer service representatives *** and *** that the reason for their slow response was due to a staff person dealing with the fluAlso *** attempted to reach me at my daughter's home and spoke to my daughter and admitted that she knew I had called over a week ago but couldn't return my call due to staff shortageIf their whole operation is solely dependent on upon one person its no wonder their customer care is deficientTheir apology was unprofessional and unacceptableI was actually hopeful because I was finally in contact with a live personI stated once again to *** that Realagy could not charge me $plus keep therms of gas ($109)They can't have it both waysIt seems to me I'm owed a creditAlso, it was only after I filed a complaint with Revdex.com did *** somehow managed to reach meAfter I stated my case, I said goodby and pressed down the receiverI DID NOT hang up on herFrom their own website, it defines early termination as months or less of serviceI signed up in July I should not be penalizedI did see that they renewed in April without my consentWhy should I have to call them for renewal? Don't they have an obligation to ask me if I want to continue their servicesI want them to keep their gas which is $and credit my *** account for $They should not be able to profit with unsavory business practicesIf my contract was up in July, they should have called me to ask for renewalNow, I feel hostage with this company to next AprilIt should work this wayI want out of this contract with them immediately
Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
2/24/
Complaint
I RECEIVED PHONE CALL FROM COMPANY TO AGREE TO SIGN UP WITH THEM TO SAVE MONEY ON GAS BILLAFTER DOING RESEARCH ON THEM I HAVE SECOND THOUGHTSI TRIED TO CALL THEM AND CAN NOT GET A PERSON TO TAKE MY CALLTHEY SAY THEY WILL HAVE SOMEONE CALL ME BACK..AFTER PHONE CALLS THAT ARE NOT RETURNED I
WANT TO CANCEL AGREEMENT WITH THEM, WHICH THERE SITE SAYS TO DO SO WITHIN DAYS.......BUT I CANNOT MAKE THEM CALL ME, AND I'M TIRED OF WAITING ON THEM TO CONTACT ME.....WHICH I DON'T BELIEVE THEY WILL
Desired Resolution
CANCEL MY AGREEMENT BEFORE IT'S TO LATE
Consumer Business Dialog
They falsified my records and signed me up RealgyI called them up and they acted like it was acceptable to have records sign me up I requested my money back and cancellation of this serviceI called *** and they said I have to give them a week to change this to a cancellation because of the regulatory commission rules even though these are records
CASE: [redacted]
"">
CUSTOMER NAME: [redacted]
ACCOUNT STATUS: Dropped
Service
ACCOUNT: [redacted]
UTILITY: [redacted]
CUSTOMER HISTORY TIMELINE:
09/03/– Customer enrolled via TPV
09/11/– Welcome letter sent
09/15/@ 12:pm – Customer left message
09/15/@ 8:pm – Customer left message
09/17/@ 1:pm – Customer left message
09/18/@ 09:am – Realgy called customer, left
message
09/18/@ 10:am – Customer left message
09/18/@ 12:pm – Realgy called customer, left
message verifying Drop Service request
09/19/@ 2:pm – Realgy called customer, confirmed
Drop Service
10/01/– Confirmation from Utility rec'd Drop
service
10/28/– Final Usage Rec'd
11/11/– Rec'd, researched, responded to Complaint
DIRECT RESPONSE TO COMPLAINT:
Coerced an 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 $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
","sans-serif"Arial Unicode MS"">Revdex.com Case No:
[redacted] Case No: [redacted]
HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: unknown
Utility: unknow
CUSTOMER HISTORY TIMELINE:
03/19/@ 09:am – Realgy left
message
04/01/@ 1:pm – Realgy left
message
04/16/– Rec'd complaint
04/21/– Researched and responded
to complaint
06/08/– Rec'd Revdex.com complaint,
researched and responded
DIRECT RESPONSE TO Revdex.com COMPLAINT:
Customer's Statement of the Problem:
...none of your "Primary Nature..." categories include my
complaint This is a statement, not a complaint Realgy can respond
to. We don't have a Primary Nature
category
I have recieved unwanted solicitation calls over the
course of days, in one case calls in one day. Our phone records are computerized and do not show this number was
called as described
My number is registered with the do not call registry for
4+ years and I demand the calls stop. This number was looked up on the
National Do Not Call List and this was the response (clearly not on the
National Do Not Call Listing:
From: [redacted]] Sent: Tuesday, April 21, 8:AMTo: [redacted]Subject: National Do Not Call Registry - You Are Not Registered
Your phone number with the last four digits
[redacted] is not registered in the National Do Not Call Registry
To register your phone number, click here [redacted]
and enter your information in the registration form
[redacted]
Please do not reply to this message as it is from an unattended mailboxAny
replies to this email will not be responded to or forwardedThis service is
used for outgoing emails only and cannot respond to inquiries
This is abusive and harassing. This is a statement, not a complaint that Realgy can respond to
This phone number is a business phone and is not answered
during the day. If this statement is regarding the customer's phone,
Realgy cannot respond. If this statement
it regarding Realgy's phone, we have customer service representatives on the
phone. If all lines are busy we do have
the phone forward to a live answering service instead of a machine. We do return calls within business
day. WE also have a LIVE CHAT option on
our website. And we have an appointment
setter that allows the customer to choose a time they would like to receive a
return phone call
I have no business relationship with Realgy Energy
Services either current or past. This is a statement, not a complaint
Realgy can respond to
The phone number they are calling is [redacted]. This is a statement, not a complaint Realgy
can respond to
The callers never leave a message. This
is a statement, not a complaint Realgy can respond to
This is disruptive and unwarranted. This is a statement, not a complaint Realgy
can respond to
3/- call, of which were only minutes apart 3/
- calls 4/- calls 4/- calls 4/- calls 4/- calls
DIRECT RESPONSE TO [redacted] COMPLAINT:
This complant is regarding REALGY ENERGY SERVICES based in
[redacted]. This is
a statement, not a complaint Realgy can respond to
I have received solicitation calls since March 30th. Our records show we have
attempted to reach this customer twice
On March 31, I received calls, sometimes only minutes apart. Our records indicate we have attempted to
reach this customer twice, once on 03/19/and again on 04/01/
On 4/13, I received calls.
These calls were not from Realgy
I called Realgy twice (operator and then the office manager) on
4/and asked them to stop. Our
office has not received a call from this customer
I filed a complaint on the Fed do not call registry (my number has
been listed on the registry for over years), and now, I filed a complaint
with the Revdex.com in Conneticut This is
a statement, not a complaint Realgy can respond to. Realgy did look the number up on the DNC
registry and here is the result:
From: [redacted] Sent: Tuesday, April 21, 8:AMTo: [redacted]Subject: National Do Not Call Registry - You Are Not Registered
Your
phone number with the last four digits [redacted] is not registered in the National
Do Not Call Registry
To register your phone number, click here [redacted] and enter your information in the
registration form
[redacted]
Please do not reply to this message as it is from an unattended mailboxAny
replies to this email will not be responded to or forwardedThis service is
used for outgoing emails only and cannot respond to inquiries
Realgy received the Revdex.com complaint on 4/10, but the calls keep
coming. This customer has been
added to our internal DNC list as of this complaint on 04/16/
I have never in the past nor will in the future have a business
relationship with Realgy. This is
a statement, not a complaint Realgy can respond to
The number they are calling is [redacted]. This is a statement, not a
complaint Realgy can respond to
This is my business phone and I do not need the harrasment and
wasting of time. This is
a statement, not a complaint Realgy can respond to
Can you do anything about this???
We have added the number to our internal DNC list
I appreciate any efforts you can apply towards this problem,
thanks[redacted]
We were also told by a representative of REALGY ENERGY SERVICES that their Electric Supply rates would be lower than our current provider. Our first bill came and their rates were higher. Furthermore, a fee of $25-$50 will appear on our next Electric bill to cover THEIR "Switching Expenses" because we are going back to our original provider! We hope that people will check out this company before doing business with them! AVOID them!!!
Two men from this business came to my door saying that this company would save me money and my husband showed them our gas bill but I clearly told the men I was NOT interested that I would not switch over and I politely told them to leave my home. Today I received a letter from [redacted] that I have been switched to realgy energy because I signed up for it when I never did. Those realgy representatives signed me up without my consent and I've called and sent an email to the company now I have to wait for them to contact me. I never knew it was legal for company's to sign you up for programs without your consent . I hope realgy contacts me asap because what they did is not okay.
Complaint: [redacted]
I am rejecting this response because: I was contacted a third time by this company on 5/3/16 at 4:47 pm CT and asked them to ensure I was added to their do not call list. This is now the 3rd time I've asked to removed from their calling list. Each rep continues to ask me about a info package they mailed and totally disregarding my request NOT to be contacted. This is now becoming harassment.
Sincerely,
[redacted]
In March 2016 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 $80 cancellation fee.
When you try to contact this company by phone you get their answering service. Call back time 2-3 days. We will wait. Meanwhile an email was sent to their company with detailed information as to our disappointment.
I received a call from a sales person a few months ago about getting a decrease in my gas bill I was skeptical at first but I listened to what they were saying and reviewed the terms and conditions I found the terms agreeable especially the storage program I signed up I have been a customer for two months and have seen a decrease in my bill and I am happy to see I am purchasing gas for storage for this winter I look forward to seeing that come out next winter All in all a great company with a great program
CASE: NAME: Randy Scheffler ACCT: 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: 06/12/– Customer enrolled via TPV 07/03/– Welcome Letter sent to Customer 02/24/@ 1:pm – Customer left message for Realgy 02/24/@ 4:pm – Realgy called Customer, explained Program, Pricing issues, cancelation procedure Customer became hostile, said he wanted to cancel and hung phone up 02/24/– Submitted Drop request to Utility 02/24/@ 4:pm – Customer left message for Realgy 02/24/@ 4:pm – Realgy called customer back, he just wanted to inform us that he is filing a complaint with Revdex.com 02/25/– Rec’d complaint from Revdex.com 03/04/– Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: This company charged me double per unit for my natural gas it went from to in one month and they won’t do anything about it The customer is on a variable rate of above market pricing Not only did the Market Price go up, so did the customer’s usage
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 04/29/16 Customer signed agreement authorizing enrollment 05/04/16 Notice from Utility, enrollment accepted 05/12/16 Welcome Letter sent 08/03/16 12.13 p Customer left message 08/03/16 3.57 p Realgy left message 08/04/16 10.10 a Customer left message 08/04/16 10.10 a Customer engaged in LIVE CHAT session. DONNA 10:02 am Hello, Is there anything I can help you with today? CLIENT Yes I called yesterday to cancel service. I am wondeirng if I can do that online since I got an answering service DONNA May I please have an account number ? CLIENT 37-82-37-9508 5 DONNA You can send an email to Support@Realgy .com to request cancellation . Keep in mind there will be a fee to cancel as well as you will loose what is in storage. CLIENT what is the fee to cancel, my utility was just switched a month ago your rates are higher than my old utility company so I am switching back DONNA The fee is $50 . You had a 10 day review period to cancel . CLIENT I need to speak to a manager, this is ridiculous as I just received my first bill from your company. Who can I speal to about waiving this fee? DONNA The fee will not be waived . You received notification of change from [redacted] as well as Realgy. this is the reason why we send out notification . You had a review period and entered into a contract . CLIENT I will try to call and speak to a manager. Your company is a big fraud, hope you enjoy working there. CLIENT ENDED CHAT. 08/09/16 9.19 a Customer left message 08/10/16 Notice from Utility, cancel service 08/10/16 8.30 a Customer engaged in LIVE CHAT session. Customer wants to cancel the acct. Again confirmed she is aware of the cancellation fee as well as the loss of gas in storage. She replied back stating "Please cancel my service. I understand about the cancellation charge and disagree with it since I was told my per therm charge would be lower. Upon receiving my first bill, I notice your company charges for all these miscellaneous charges which more than doubles my bill so much for a lower per therm charge. Of course I did not know about this additional charges within 10 days of switching to your company so there was no way I could have cancelled within the 10 days. I will take it up with the BBB as others have done. Please send me cancellation number. Thanks! Debbie" 08/10/16 Submit request to cancel service 08/10/16 Recd, researched, responded to complaint COMPLAINT: With the recent decommissioning of utilities in Illinois, my gas supplier was moved from [redacted] to Realgy Energy. I was told the prices would be either the same if not lower than my current provider. I truly believe after reading the reviews that this company scams people into switching to them and then makes money by forcing the consumer to cancel the service because not only is there a cancellation charge but they have miscellaneous charges on their bill that more than doubles what I was paying. I received a letter in the mail from [redacted] Gas on 5/3 informing me that my new supplier would be Realgy Energy and that is was effective with my first meter reading on or after 6/14. On 5/12, I received a welcome letter from Realgy letting me know that I was now their customer and quote "Our experience is leveraged to reduce your energy cost and save your time when making energy decisions." It states that I have 10 days to rescind the contract. But at this point, I am still thinking my bill will either be the same or lower since I will not receive my first bill from Realgy until July. My first bill that included Realgy was for the period of 6/14-7/14. The bill date was 7/18 and payment was due 8/9. I did pay this bill however after being promised that my bill would not increase, it has more than doubled. While the cost per therm is the same as ***, Realgy adds in the following charges: monthly charge, Realgy gas charge, and Storage Injection Charge totaling $20.70. The actual price of the gas was $16.46. And here is where it gets really frustrating. I have been trying to cancel my service with Realgy for a week. When calling 3 different numbers, I only am able to talk with their answering service. I seriously do not think they have actual customer service associates that work there because I can never speak to them. The answering service promises me that I will get a call back within 24 hours but that has not happened. Following are the dates/times/phone numbers that I have called: 8/3 at 11:13 AM ####-###-#### 8/4 at 9:10 AM ####-###-#### 8/8 at 4:13 PM ####-###-#### 8/8 at 4:20 PM ####-###-#### 8/9 at 8:18 AM ####-###-#### Also, I went online and chatted with Donna on 8/4. She informed me that there would be a $50 cancellation charge because I did not cancel within the 10 day period (May). How, could I cancel when I didn t know Realgy was going to charge me more than double until I received the first bill in July? I told her that I would talk with a manager. See above for number of calls that I made to attempt to talk with someone. Then, I decided to email the company. On 8/8 at 9:37 AM, I emailed and stated that I wanted to cancel my service and to send me the cancellation number. At 11:02, Michelle responded with ticket #6JC69 and that she realized I chatted with Donna last week online. She repeated there is a $50 fee to cancel. At 11:13 AM, I said I do not agree with this cancellation fee but cancel my service and I will take up the cancellation fee with the BBB since I see that other consumers have done the same thing. At 1:50 PM, I asked for an update and to send me the cancellation number. Michelle has not responded. As of 8/9 5:50 PM, I do not believe my service has been cancelled with Realgy. Thank you for reading this lengthy complaint! OUR INVESTIGATION UNCOVERED THE FOLLOWING: The history of the calls has been included, Realgy has returned all customer calls within a timely manner. We have communicated with the customer via LIVE CHAT. It does appear that she may not fully understand the Storage Portion of the Program. We have called the customer again, but were only able to leave a message. We would like the opportunity to discuss the Storage Portion of the Program to better assist the customer in understanding the charges. The Storage Program allows the customer to purchase 20% of their annual historical usage during the summer months (April – October) when the prices are lower, storing that portion away to be used during the winter months (November – March) when the pricing is higher without having to pay for that 20%. Realgy’s program will save our customer’s over any 12 month period, which includes the Storage Portion of the program. We do have an Early Termination Fee with is $50 for residential customer. If the customer stays on the Realgy Program for a 12 month period, and we do not save her money over what should would have paid with her Utility, we will allow her to terminate the contract early and waive the ETF. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to; 1. 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 2. 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
Case No: ***
11pt">HISTORY SUMMARY FOR:
Name: *** ***
Phone: ###-###-####
Street: *** *** ***
City/St/Zip: *** ** ***
Account No.: *** ***
Utility: ***
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
06/18/ Customer authorized enrollment via contract
06/22/ Requested Addition
06/23/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
06/30/ Requested Addition
07/01/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
07/08/ Requested Addition
07/11/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
07/15/ NOTICE from Utility, account *** enrollment accepted
07/18/ Requested Addition
07/19/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
07/26/ Requested Addition
07/27/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
08/03/ Requested Addition
08/04/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
08/11/ Requested Addition
08/12/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
08/19/ Requested Addition
08/20/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
08/29/ Requested Addition
08/30/a Customer left message
08/30/a LIVE CHAT with customer, customer requested phone call to discuss billingRealgy called and spoke to customer, reviewed program, bill, storage programCustomer doesn’t believe he will use all the gas in storageExplained it is only 20% of his annual usage, and all will be used throughout the winter monthsCustomer asked how to cancel, advised must be in writing and there will be an ETF
08/31/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill
09/07/ Requested Addition
09/07/ Recd, researched, responded to complaint
COMPLAINT: I was shocked by my Bill!!! I called their number, only to speak to a answering service and told I had to wait till Monday to call againAgain, on Monday, I got the answering service and was asked to leave a number so they could return a call in next hoursI went online to their site to see if there was any other way of contacting them and ended up with an online rep, who told me she would call shortly, which she did doShe then said I needed to Email " *** *** to Email them a Cancelation of Contract, which I did, but no verification from them of thatThe Realgy Rep presented this Choice Program as being cheaper, as it was explained to meMy first bill with them and they are charging a Gas Supply charge to a residence that I have, that is vacant, and has been for yearsIt is a Farm House I stay at when huntingI chose to pay *** the monthly charge to have access to gas when ever I might be there and need itRealgy is charging for Future Gas usage as she explained to me of 20% of Based useThat fact alone makes them more Expensive than *** a monthMy act # is *** *** *** * with *** and I want the Gas Supply charge removed from my account, since there was no gas used or DeliveredI also CANCEL MY Contract with Realgy and will return to *** as my SupplierThank you OUR INVESTIGATION UNCOVERED THE FOLLOWING: Customer left a message and it was returned with the start of the LIVE CHAT the same morning. We did not receive an email from this customer. But looking at the email he is leaving in the complaint, it is incorrect, it looks like he is adding a space after SUPPORT. The correct email is *** This customer’s contract is a Guarantee Saving, so if he is charged more then what the Utility would have charged him by the end of his term, we will reimburse the difference. We do not guarantee to be less than the Utility every month, we guarantee by the end of the term, you will have saved. If the customer chooses to cancel, is must be done in writing and there will be an ETF
Complaint: ***
I am rejecting this response because: The first month's bill was times the amount I regularly make to NIPSCOI was not informed that I was switching providersThe man at my door liedHe said I was signing up for a discountI will be paying the bill for $for early disconnect, only because I do not wish my credit to be compromisedI want it returned to meI do not believe I owe it, because I was lied toThis is a very poor way to do businessYou shouldn't have to lie to get customers
Sincerely,
*** ***
In December of 2015, we had a young man come to our door “representing *** Energy, Inc." (***)—our local natural gas company This young man stated emphatically that he represented ***; that in fact he was an employee of *** Energy After listening to part of his sales pitch—that by the way, he vigorously repeated that he was not selling anything—I soon recognized as a similar dishonest sales tacit It was very early into his rehearsed pitch, he ask to see a copy of our utility bill I must say he was wearing a badge around his neck with the *** logo on it, but he could have printed that himself As you will see later in this post, he was not affiliated with my utility companyThis alone seemed suspicious I mean if you are a representative from any organization that I have a legitimate consumer relationship with; you will have access to my account, without asking for my bill He became very defensive, ill tempered, and rude This person leaned in closer demanding “I AM WITH ***, YOU CAN CALL MY BOSS AND CONFIRM!” At this point, I was not in the mood to call anyone but the police He came within an inch or two from my roommates face—nose to nose as it were I became concerned for my roommates safety; so I chimed in and ask him to leave When he refused, he began shouting “CALL MY BOSS, HE’LL TELL YOU I AM WITH ***, AND YOU HAVE TO SHOW ME YOUR BILL”, with each word getting louder and louder, still nose to nose with my roommate and myself—switching back and forth yelling at the two of us I must admit I lost my temper at this point I went into the house to get the phone I called the police While waiting for an answer, I became upset and worried about my roommates well-being; I told him to leave or I will forcibly remove him from our propertyWell, that is when the sparks really started to fly He lost his composure completely He began to use profanity to explain how he would hurt us He used expletives and demeaning graphic visual imagery to describe my relationship with my roommate/domestic partner Then he stood at the road for a few minutes waiting for the police to come After about a minute, he must have thought better of that decision He walked away; he then met his colleague who was on another street in our subdivision He must have told him what happened In a short while, they drove past my house, this person leaned out of the passenger side of the car and once again yelled profanities describing how I should take it up my backside from my roommateI have tried to contact the company about this bad behavior on behalf of their representative They did not give the impression that they were at all concerned with his deception; nor were they concerned of his treatment of my roommate and me In the end, I did not let this person take advantage of me I am however, sad to say that my neighbor fell for his untruths or all out lies He now has the troublesome task of switching back to our regular gas company Because he was fooled by this persons lies and tricksThe moral of this review:
DO NOT ever show your utility bills to a stranger who is going door-to-door A representative of any company you have a legitimate consumer relationship with, already has access to your account You do not need to give them any information If they come to your door, they are probably trying to separate you from your money In this day and age, if you are gullible, there is someone out there that WILL be more than happy separate you from your money
Complaint:
I am rejecting this response because: They didn't change me back until 3/14/and they also raised the rates again from to my friends are paying per unit so in months I paid almost $than my friends did in the same period they have my address they never sent a newsletter and when I talked to them on 2/24/they had my E-Mail they never sent me anything on the new increase
Sincerely,
Randy Scheffler
Complaint: ***
I am rejecting this response because:I am not forefeiting my gasThey cannot ask for ETF and keep my gasI want to exhaust my gas in storage and then I cancel my service with Realagy
Sincerely,*** ***
Complaint: ***
I am rejecting this response because:
While I might have accepted a price per therm, I did not know about the following incremental charges that Realgy charges its customers:
monthly charge: $Realgy gas charge: $Storage Injection Charge: $Nor did I agree to pay for gas now that I would use in the winter timeMy old provided never raised the rates in winter and there was no need to prepay for gasAll of these fees has caused my bill to more than double vs my old providerThis along with the above charges is why I decided to leave the company and do not feel that I owe the $termination fee due to fraudulent advertising
Sincerely,
*** ***
Revdex.com Case No:
"">HISTORY SUMMARY FOR:
Name: *** ***r
Phone: ###-###-####
Street: *** * *** ***
City/St/Zip: *** *** ** ***
Account No.: ***
Utility: ***
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
11/23/ Customer authorized enrollment via TPV
11/25/ NOTICE from Utility, enrollment accepted
12/03/ Welcome Letter sent
08/19/p Customer left message
08/22/a Realgy left message
08/22/p Customer left message
08/23/a Realgy called and spoke to customer, she wants to cancel, is eliminating all 3rd party suppliersAdvised we need that in writing and there will be an ETFGave customer email to send the request
08/23/a Customer left message
08/23/p Realgy called and spoke to customer, she did not understand she was sending an email, she thought she was entering a websiteAdvised to create an email and send it with the request
08/25/a Recd written request to cancel
08/25/ Submit request to cancel enrollment
08/29/ NOTICE from Utility, enrollment canceled
09/30/ Researched and responded to complaint
Revdex.com COMPLAINT: It is very difficult to contact a customer service representativeUpon placing a call, I am connected to an answering service who sets an apptfor the company to call me back no sooner than hours laterWhen I finally got a call back I explained that due to large medical bills, I am cancelling my account with themI was told that in order for them to do that, they would require a written requestShe gave me the website to submit my request to, which is ***When logging in to that site, it was not a legitimate addressSo, when I called to try to get this issue resolved, I was told by the answering service, I would again have to schedule a call back in at least hoursI got so frustrated, I just hung upPlease help OUR INVESTIGATION UNCOVERED THE FOLLOWING: When all our Customer Service Reps are taking other calls, our phones to forward to a Live Answering Service instead of voice mail. The customers are told they should receive a call back within business day. The email given to the customer is an email address, not a website. If the customer hangs up, there is no way for us to know she called with an issue. She did call back and we did return the call and explained that is an email address, not a website. She did submit the request to cancel, and it was processed
Complaint: ***
I am rejecting this response because:In response in email sent to me, Realagy stated that I was not very niceThis is a complete falsehoodI have been nothing but nice, considerate and patient through this processOn several occasions, I attempted to speak with Realagy as indicated by their own logI have been told by both customer service representatives *** and *** that the reason for their slow response was due to a staff person dealing with the fluAlso *** attempted to reach me at my daughter's home and spoke to my daughter and admitted that she knew I had called over a week ago but couldn't return my call due to staff shortageIf their whole operation is solely dependent on upon one person its no wonder their customer care is deficientTheir apology was unprofessional and unacceptableI was actually hopeful because I was finally in contact with a live personI stated once again to *** that Realagy could not charge me $plus keep therms of gas ($109)They can't have it both waysIt seems to me I'm owed a creditAlso, it was only after I filed a complaint with Revdex.com did *** somehow managed to reach meAfter I stated my case, I said goodby and pressed down the receiverI DID NOT hang up on herFrom their own website, it defines early termination as months or less of serviceI signed up in July I should not be penalizedI did see that they renewed in April without my consentWhy should I have to call them for renewal? Don't they have an obligation to ask me if I want to continue their servicesI want them to keep their gas which is $and credit my *** account for $They should not be able to profit with unsavory business practicesIf my contract was up in July, they should have called me to ask for renewalNow, I feel hostage with this company to next AprilIt should work this wayI want out of this contract with them immediately
Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
2/24/
Complaint
I RECEIVED PHONE CALL FROM COMPANY TO AGREE TO SIGN UP WITH THEM TO SAVE MONEY ON GAS BILLAFTER DOING RESEARCH ON THEM I HAVE SECOND THOUGHTSI TRIED TO CALL THEM AND CAN NOT GET A PERSON TO TAKE MY CALLTHEY SAY THEY WILL HAVE SOMEONE CALL ME BACK..AFTER PHONE CALLS THAT ARE NOT RETURNED I
WANT TO CANCEL AGREEMENT WITH THEM, WHICH THERE SITE SAYS TO DO SO WITHIN DAYS.......BUT I CANNOT MAKE THEM CALL ME, AND I'M TIRED OF WAITING ON THEM TO CONTACT ME.....WHICH I DON'T BELIEVE THEY WILL
Desired Resolution
CANCEL MY AGREEMENT BEFORE IT'S TO LATE
Consumer Business Dialog
They falsified my records and signed me up RealgyI called them up and they acted like it was acceptable to have records sign me up I requested my money back and cancellation of this serviceI called *** and they said I have to give them a week to change this to a cancellation because of the regulatory commission rules even though these are records
I never got any of the paper work promisedHave called to cancel my account with them
CASE: [redacted]
"">
CUSTOMER NAME: [redacted]
ACCOUNT STATUS: Dropped
Service
ACCOUNT: [redacted]
UTILITY: [redacted]
CUSTOMER HISTORY TIMELINE:
09/03/– Customer enrolled via TPV
09/11/– Welcome letter sent
09/15/@ 12:pm – Customer left message
09/15/@ 8:pm – Customer left message
09/17/@ 1:pm – Customer left message
09/18/@ 09:am – Realgy called customer, left
message
09/18/@ 10:am – Customer left message
09/18/@ 12:pm – Realgy called customer, left
message verifying Drop Service request
09/19/@ 2:pm – Realgy called customer, confirmed
Drop Service
10/01/– Confirmation from Utility rec'd Drop
service
10/28/– Final Usage Rec'd
11/11/– Rec'd, researched, responded to Complaint
DIRECT RESPONSE TO COMPLAINT:
Coerced an 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 $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
","sans-serif"Arial Unicode MS"">Revdex.com Case No:
[redacted] Case No: [redacted]
HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: unknown
Utility: unknow
CUSTOMER HISTORY TIMELINE:
03/19/@ 09:am – Realgy left
message
04/01/@ 1:pm – Realgy left
message
04/16/– Rec'd complaint
04/21/– Researched and responded
to complaint
06/08/– Rec'd Revdex.com complaint,
researched and responded
DIRECT RESPONSE TO Revdex.com COMPLAINT:
Customer's Statement of the Problem:
...none of your "Primary Nature..." categories include my
complaint This is a statement, not a complaint Realgy can respond
to. We don't have a Primary Nature
category
I have recieved unwanted solicitation calls over the
course of days, in one case calls in one day. Our phone records are computerized and do not show this number was
called as described
My number is registered with the do not call registry for
4+ years and I demand the calls stop. This number was looked up on the
National Do Not Call List and this was the response (clearly not on the
National Do Not Call Listing:
From: [redacted]] Sent: Tuesday, April 21, 8:AMTo: [redacted]Subject: National Do Not Call Registry - You Are Not Registered
Your phone number with the last four digits
[redacted] is not registered in the National Do Not Call Registry
To register your phone number, click here [redacted]
and enter your information in the registration form
[redacted]
Please do not reply to this message as it is from an unattended mailboxAny
replies to this email will not be responded to or forwardedThis service is
used for outgoing emails only and cannot respond to inquiries
This is abusive and harassing. This is a statement, not a complaint that Realgy can respond to
This phone number is a business phone and is not answered
during the day. If this statement is regarding the customer's phone,
Realgy cannot respond. If this statement
it regarding Realgy's phone, we have customer service representatives on the
phone. If all lines are busy we do have
the phone forward to a live answering service instead of a machine. We do return calls within business
day. WE also have a LIVE CHAT option on
our website. And we have an appointment
setter that allows the customer to choose a time they would like to receive a
return phone call
I have no business relationship with Realgy Energy
Services either current or past. This is a statement, not a complaint
Realgy can respond to
The phone number they are calling is [redacted]. This is a statement, not a complaint Realgy
can respond to
The callers never leave a message. This
is a statement, not a complaint Realgy can respond to
This is disruptive and unwarranted. This is a statement, not a complaint Realgy
can respond to
3/- call, of which were only minutes apart 3/
- calls 4/- calls 4/- calls 4/- calls 4/- calls
DIRECT RESPONSE TO [redacted] COMPLAINT:
This complant is regarding REALGY ENERGY SERVICES based in
[redacted]. This is
a statement, not a complaint Realgy can respond to
I have received solicitation calls since March 30th. Our records show we have
attempted to reach this customer twice
On March 31, I received calls, sometimes only minutes apart. Our records indicate we have attempted to
reach this customer twice, once on 03/19/and again on 04/01/
On 4/13, I received calls.
These calls were not from Realgy
I called Realgy twice (operator and then the office manager) on
4/and asked them to stop. Our
office has not received a call from this customer
I filed a complaint on the Fed do not call registry (my number has
been listed on the registry for over years), and now, I filed a complaint
with the Revdex.com in Conneticut This is
a statement, not a complaint Realgy can respond to. Realgy did look the number up on the DNC
registry and here is the result:
From: [redacted] Sent: Tuesday, April 21, 8:AMTo: [redacted]Subject: National Do Not Call Registry - You Are Not Registered
Your
phone number with the last four digits [redacted] is not registered in the National
Do Not Call Registry
To register your phone number, click here [redacted] and enter your information in the
registration form
[redacted]
Please do not reply to this message as it is from an unattended mailboxAny
replies to this email will not be responded to or forwardedThis service is
used for outgoing emails only and cannot respond to inquiries
Realgy received the Revdex.com complaint on 4/10, but the calls keep
coming. This customer has been
added to our internal DNC list as of this complaint on 04/16/
I have never in the past nor will in the future have a business
relationship with Realgy. This is
a statement, not a complaint Realgy can respond to
The number they are calling is [redacted]. This is a statement, not a
complaint Realgy can respond to
This is my business phone and I do not need the harrasment and
wasting of time. This is
a statement, not a complaint Realgy can respond to
Can you do anything about this???
We have added the number to our internal DNC list
I appreciate any efforts you can apply towards this problem,
thanks[redacted]
We were also told by a representative of REALGY ENERGY SERVICES that their Electric Supply rates would be lower than our current provider. Our first bill came and their rates were higher. Furthermore, a fee of $25-$50 will appear on our next Electric bill to cover THEIR "Switching Expenses" because we are going back to our original provider! We hope that people will check out this company before doing business with them! AVOID them!!!
Two men from this business came to my door saying that this company would save me money and my husband showed them our gas bill but I clearly told the men I was NOT interested that I would not switch over and I politely told them to leave my home. Today I received a letter from [redacted] that I have been switched to realgy energy because I signed up for it when I never did. Those realgy representatives signed me up without my consent and I've called and sent an email to the company now I have to wait for them to contact me. I never knew it was legal for company's to sign you up for programs without your consent . I hope realgy contacts me asap because what they did is not okay.
Complaint: [redacted]
I am rejecting this response because: I was contacted a third time by this company on 5/3/16 at 4:47 pm CT and asked them to ensure I was added to their do not call list. This is now the 3rd time I've asked to removed from their calling list. Each rep continues to ask me about a info package they mailed and totally disregarding my request NOT to be contacted. This is now becoming harassment.
Sincerely,
[redacted]
In March 2016 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 $80 cancellation fee.
When you try to contact this company by phone you get their answering service. Call back time 2-3 days. We will wait. Meanwhile an email was sent to their company with detailed information as to our disappointment.